Delivery policy
PLEASE NOTE: Due to Covid-19 global shipping times have been severely impacted. As such, we're unable to guarantee delivery times. We apologise for this, but since shipping is dependant upon the availability of flights there can sometimes be significant delays. We appreciate your patience.
Please read the following terms in their entirety, as they are the terms you are agreeing to when you check the box that says "I agree to the terms and conditions and the privacy policy" before you are able to complete your purchase. These terms are binding, so if you do not agree to them, do not check the box indicating you do.
We ship all of our orders from Yixing, Wuxi in China. Currently we ship to more than 40 countries world-wide. We strongly recommend you create a user account with your address and country information. Once this is done our shopping cart system will automatically choose the best shipping methods . If your adress is not available please send us an email detailing your address and we will help you.
Please keep in mind that, although we ship worldwide, we are based in the CHINA and we ship from Yixing. As much as we would like to, we can't be online 24 hours. Our customer support is located in the CHINA and is able to answer general questions for a good part of each day, but if you have an urgent matter regarding your order, please contact us between the hours of 9:00 AM and 5:00 PM CHIAN SHANGHAI Time. In the event that something needs to be changed with your order, it's important that we have sufficient time to contact our warehouse if need be, about 8 hours ahead of our customer support. Once an order has been marked as fulfilled, there are no modifications to the order that can be made, as "fulfilled" means the order has been picked, packed and readied for the courier.
Delivery Times | Shipping Methods | Tracking
- The total delivery time is: Handing time +Shipping time
Handing time always 1-2 business days.
In Stock : Shipping within 72 hours;
Out of stock : within 2 weeks.
Customize : 60-90 days.
Please wait patiently .Shipping time depends on your address,In general,it will take 5-7 days to most of country。
- Shipping Methods
At present, we only offer one option: Free shipping.
All parcels shipped by EMS,DHL,SF,UPS,TNT,FEDEX or by Air.
It depends on your address,our purpose is to provide a great shopping experience.we hope that parcels can reach you as soon as possible.
- Tracking
When the order starts shipping you will receive an email from us with a tracking number.We recommend you use "17TRAKC" online.
Duties | Taxes | Customs policy
Please note that we cannot be responsible for duties/taxes/additional fees imposed upon parcels entering your country. If you require any specific declaration or information to be included with your parcel please leave a note with your order.
Sometimes customs will open a parcel to inspect the goods. We cannot be responsible for their actions.
If your parcel is returned to us as "undeliverable" or "wrong address" or denied by your Customs agency (or any other reason), we cannot be held responsible! We can attempt to send the parcel again, but you will be charged postage fees for the returned shipping as well as the second attempt at shipping to you. If you request a refund, please be aware that there are no 100% refunds for items sent back to us. You will receive a refund minus the original shipping fee and the shipping fee for the parcel being returned to Yixing, as well as a restocking fee of 30%. If the order was made more than 6 months prior, no refund is possible! Please be familiar with the customs requirements of your home country so that we can avoid unnecessary and costly problems and delays. Should you need specific documentation, certificates or invoices sent with the parcel, please let us know before making an order.
Breakage and return
You have 28 days from the delivery date to return them to us. If there is a problem with your order, please contact us within 28 days.
Please note the following terms:
- A valid reason for return to help us improve our service;
- Please make sure to open and check in front of the Courier before signing. If the outer package is found damaged, please be careful before signing. If the teapot is found broken, please refuse to sign for it;
- If for some reason you are unable to inspect the package in front of the Courier and later find that the teapot is damaged,please contact us within 24 hours to provide damaged photos, we can provide you new teapot (except customized teapot),but you need to pay the freight back and forth；
- Once the receipt is completed more than 24 hours and damage is found, we cannot confirm the cause and do not accept returns.If there are defective products, we will provide new products for free.(Except for products that we have declared defective on our website)；
- You can return teapots anytimes within 28 days if don't like,but teapot must be un-altered,used,or damaged, and must include original packaging,It does not affect RE sales;
- If you need a test,we allow you to test the teapot with water after opening the packaging ,please avoid using any corrosive liquids and color water. If you are not satisfied with the test, please make sure to use the original packaging for the return to ensure that the product is not damaged during the return process;
- we cannot guarantee that every handmade teapot is exactly the same in every batch. Therefore, we do not accept returns for reasons other than quality issues, such as slight color differences, minor size variations, capacity samll differences, or slight asymmetry that do not affect the use of the teapot；
- If you are unsure about returning the product, please do not brew tea in it. Once the teapot has been used for a period of time, the teapot color and texture of the clay will be changed, making it a second-hand item, and we will be unable to accept returns;
- Customized teapots are not accepted for refunds;
- You need to pay return shipping charges;
- Coupons can't be refund.
Thanks for taking the time to read this important information!