FAQs

Shipping

All items that are in stock are available for domestic shipping within Australia and fine art prints are available worldwide. International shipping may also be available for ceramic pieces on request, please contact us here to arrange delivery options.

For any orders with delivery outside of Australia, please note that import duties or customs fees are not included in the shipping cost and remain the responsibility of the recipient upon delivery.

An order which contains several products may end up having different delivery times depending on their volume (if, for instance, the products cannot be wrapped together in the same package). 

Please ensure to give the correct delivery address. If an incorrect address results in the parcel not reaching you, unfortunately the order will not be replaced, nor refunded. 

Our orders are wrapped in paper packaging, shipped using recyclable boxes and biodegradable eco-fill (made from corn starch) and sealed with water-activated paper tape and compostable shipping labels. We may occasionally repurpose bubble wrap that comes from external deliveries for extra protection around larger ceramic pieces and to practice the reuse of existing, non bio-degradable items.

Returns

If your item arrives damaged, please contact us here within 7 days of delivery with your order number and photos of the issue. 

Yuli Kiln will reimburse or exchange (if we deem possible to exchange) damaged products as follows: the customer must send their refund request by contacting us on our website contact form located here, describing the reason for their request with attached photographs that evidence the damage or defect. After receipt of the customer’s refund request by Yuli Kiln, the order must be returned intact in its original packaging by parcel post. The return shipping costs will be paid by the customer. Yuli Kiln will then reimburse the total amount of the order within a maximum of 30 days after receipt of the parcel.

Products - General

Restock

While there is no set schedule for our restocks, we update our stock numbers as soon as we can. Most items will be restocked on a regular basis, and our handmade ceramic wares will be restocked per batch. We suggest signing up to our newsletter located at the bottom of our website to be the first to hear of our next stock drop. 

Pre-order

We currently don’t offer pre-orders. However, we will definitely explore this soon so we suggest signing up to our newsletter located at the bottom of our website to be the first to hear of any pre-order opportunities. 

Commissions or Collaborations

We don’t accept commissions on a regular basis, but we love new ideas and building with our community so get in touch here.. 

Stockists

All our products and handmade pieces are only sold through our website. If you are interested in stocking our products, get in touch here. 

How to love your new piece

Ceramic care

Our ceramic pieces are handmade in small batches. Each piece is unique and has its own character, so you can expect subtle variations in colour, form and size, including within pieces of the same batch. 

As with anything special and to prolong the life of your piece, we recommend treating it with care - for example, handwashing is recommended. 

Some of our ceramic pieces contain our signature crackled glaze on the outside of the piece. Due to the nature of crackles in glazes, prolonged contact with dark teas or liquids may result in “tea staining” over time. This is a natural effect of the tannins in tea. To reduce staining, gently soak the piece in a solution of vinegar and water, or use a mild paste made from baking soda and water, then hand wash thoroughly. 

Sudden changes in temperature (eg. from hot to frozen temperatures) can cause thermal shock, which can damage your ceramic pieces. Always let cold or hot items come back to room temperature.

Matcha whisk care

Before each use, rinse your matcha whisk in warm water to gently soften the prongs. Avoid submerging the whisk in boiling water for extended periods, as this may cause the bamboo to weaken or break.

To clean, rinse thoroughly in warm water and allow to air dry. Frequent use of soap or detergents is not recommended, as bamboo can absorb residues over time.

Our matcha whisks have been crafted in small batches in Zhejiang, China, and are made from natural bamboo.