Nanac FAQ
Orders and Payments
Q1: How long does it take to ship after placing an order?
Spot orders will be shipped within 5 working days. You will receive an email notification with the tracking number after shipment.
Q2: Can I modify or cancel the order?
Please contact us at hello@kilnroom.cn as soon as possible. We will assist you, but orders that have entered the packing or shipping process cannot be modified.
Q3: What payment methods are supported?
We support credit cards, PayPal, Alipay, and Wechat Pay. All payments are encrypted by Shopify and partner gateways for secure and reliable processing.
Distribution and Transportation
Q4: How is shipping cost calculated?
Chinese mainland first weight ¥12, continuation weight ¥8; Hong Kong, Macao, Taiwan and international orders will be settled according to the real-time quotation of the logistics company, and the settlement page will automatically display.
Q5: Are tariffs applicable to international orders?
International orders do not include customs duties and clearance fees at the destination, which must be borne by the recipient.
Q6: Since ceramics are so fragile, is the packaging safe?
Our double-layer shock-absorbing foam box with custom groove fixation can withstand violent tests. If damaged during transportation, please contact us within 48 hours of receipt for free repair.
Return and After-sales Service
Q7: Do you accept returns within seven days without a reason?
Not supported. All items in this store are handmade artworks with unique characteristics. Returns and exchanges for non-quality issues are not accepted. Please confirm carefully before purchasing.
Q8: Under what circumstances can I return or exchange the item?
Transportation damage, missed or wrong delivery, and serious quality defects (such as obvious damage or cracks not caused by manual handling). Please contact hello@kilnroom.cn within 48 hours after receiving the package.
Q9: What is not considered a defect?
Handmade marks, tiny bubbles, glaze flow, slight dimensional errors, and color variations in photographs are all considered normal characteristics of handmade items and are not regarded as quality defects.
Q10: Who handles sales for consigned artists' works?
For products in the 'Independent Artist Selection' section, the quality standards provided by the artist will apply after purchase. Nanac will actively assist you in communicating with the artist.
Commodities and Crafts
Q11: How to tell the difference between self-created works and artist-curated selections?
The product page title clearly displays "nanac Original" or "Artist Collaboration" for easy identification.
Q12: Is the work signed by the author?
All Nanac original works come with Chen Ziying's personally signed collection certificates and unique serial numbers. Some sculptures bear the artist's seal or engraved inscription at their base.
Q13: How to maintain ceramic artworks?
- Avoid sudden temperature changes and do not heat directly with an open flame.
- Use a soft-bristled brush or dry cotton cloth for daily dust removal. For cleaning, use a neutral detergent and a soft cloth. After washing, air-dry thoroughly.
- Do not rub the gold-plated decoration forcefully, and avoid contact with sharp or hard objects.
Accounts and Technolog
Q14: What if I forget my password?
On the login page, click "Forgot Password" and reset it using your registered email.
Q15: What should I do if I don't receive the order email?
Check your spam folder and add hello@kilnroom.cn to the allow list. If you still cannot receive the email, contact customer service for assistance.
Cooperation and Contact
Q16: As an artist, how do I apply for consignment?
Please send your portfolio, introduction, and contact details to hello@kilnroom.cn. We will respond within 7 working days.
Q17: How do I enroll in the kiln workshop?
For course details and registration, please visit KilnRoom's official website. This store only provides a redirect link.
Q18: Who else should I contact for further questions?
Please email us at hello@kilnroom.cn or contact our WeChat customer service: nanacshop (available weekdays 10:00-18:00).
More questions are being updated. Thank you for your understanding and support.