FAQ's
Welcome to our FAQ, we are so happy to have you here and as a client.
We have tried to answer the most common questions.
Returns & Exchanges
Below are some common questions about shipping, returns, and exchanges
Under what circumstances can I apply for a return or exchange?
We accept returns and exchanges only in the following specific cases:
(1) The ceramic item arrived broken or damaged during transit (you must provide clear photos of the damaged product and its packaging as proof);
(2) You received an item you did not order or the color is incorrect.
What steps do I need to follow to initiate a return or exchange?
First, contact our customer service team for approval within the eligible return period. You can reach us via email at huaxitanghk@gmail.com or phone at (+852) 59587615. Provide your order number and a detailed description of the issue, and submit clear photos or a video of the unboxing process showing product damage or the incorrect item—this evidence is required for processing.
Who is responsible for the return shipping costs?
The customer is responsible for all return shipping costs, including the cost of mailing the item back to us.
Is there a time limit for submitting a return or exchange request?
Yes. You must contact us to request a return or exchange within 3 calendar days from the date of delivery. Requests received after this period will not be accepted.
How long will it take to receive my refund after returning the item?
Once we receive the returned item and verify the issue through inspection, we will process the refund within 3 business days. Please allow additional time for your bank or credit card company to post the refund to your account.
What proof do I need to provide for a return due to transit damage or incorrect item?
For transit damage, you need to provide clear photos of the damaged product and its packaging. For incorrect items (wrong product or color), you must submit clear photos or a video of the unboxing process showing the issue.
Shipping
Below are some of are common questions about shipping
How long does it take to process and ship an order after submission?
After your order and payment are confirmed, we will process and prepare the shipment within 1 to 2 business days. Business days are Monday through Friday, excluding weekends and major U.S. holidays.
Which regions are eligible for shipping?
We offer shipping to the entire United States, including all 50 states, U.S. territories, and military bases (APO/FPO/DPO).
How are shipping costs calculated?
All orders shipped to addresses within our U.S. shipping network qualify for FREE STANDARD SHIPPING, with no minimum purchase requirement.
Products
Below are some common questions about our products
Are there any imperfections in the products, and should I be concerned about them?
All products are handcrafted artisanal pieces. Minor imperfections are normal results of the craftsmanship process and do not affect the overall aesthetics. Please purchase with caution if you are sensitive to such details!
Why might there be uneven glue application on products with multiple materials, and does it impact use?
For products combining multiple materials, welding cannot be used in some areas. When applying copper adhesive manually, uneven glue application may inevitably occur.These slight inconsistencies do not affect product quality or functionality.
Will hand-painted products have identical appearances, and what if I want exactly the same item?
Each hand-painted piece is a unique creation by professional artists—minor variations add to its charm. Please purchase with caution if you prefer identical items.