Frequently Asked Questions
This information applies to Qiwu Plus handcrafted ceramic works. Nothing on this page limits any rights consumers have under mandatory laws in their country or region. If this page conflicts with applicable law or our formal policies, applicable law and the formal policies prevail.
Orders and Dispatch
Where do orders ship from, and when will they be dispatched?
All items ship from our warehouse in China. In-stock orders are normally processed and dispatched within 7 business days after payment is confirmed, except for custom, pre-order, or other items with a different timeline stated on the product page.
Which carriers do you use, and how can I track my order?
Depending on the destination, size, and packaging requirements, we use EMS, SF International, or another trackable air service. A tracking number will be emailed after dispatch.
Can I cancel an order?
For an order that has not shipped, please email info@qiwuplus.com as soon as possible. After dispatch, the withdrawal and return rules apply.
Shipping Rates and Destinations
How is shipping calculated?
Shipping is free within mainland China. International shipping is calculated by destination and order subtotal. The final rate is shown at checkout before payment.
Where do you currently ship?
We currently ship to mainland China, Hong Kong, Macau, Taiwan, Singapore, Japan, South Korea, the United States, Canada, New Zealand, Australia, the United Kingdom, France, Germany, Sweden, Italy, Norway, and Switzerland.
How long does delivery take?
| Destination | Estimated transit time |
|---|---|
| Mainland China | 2-3 business days |
| Hong Kong, Macau, Taiwan, Singapore, Japan, South Korea | 7-15 business days |
| United States, Canada, New Zealand, Australia, United Kingdom, France, Germany | 8-15 business days |
| Sweden, Italy, Norway | 10-20 business days |
| Switzerland | 12-25 business days |
These estimates begin after dispatch. Customs checks, public holidays, severe weather, and local carrier delays may affect delivery. The estimate shown at checkout and live tracking information take priority.
Duties and Import Taxes
Will I need to pay customs duties or VAT?
Cross-border orders may incur import duties, VAT, or customs clearance fees. Unless checkout clearly shows that Qiwu Plus collects them, these charges are normally paid by the recipient to local customs or the carrier. If a parcel is returned because such charges were refused, we will process the applicable refund after the item is safely returned. Actual and unrecoverable original shipping, return shipping, or customs costs may be deducted where permitted by law.
Returns, Exchanges, and Refunds
Can I return an item without giving a reason?
- European Union and United Kingdom: For in-stock goods where a statutory right of withdrawal applies, you may notify us within 14 days after you or your designated third party receives the goods, then return them within 14 days after giving notice.
- Other countries and regions: We offer a voluntary 7-day return window after receipt for non-customised goods. If mandatory local law grants a longer period or additional rights, that law applies.
Email info@qiwuplus.com within the applicable period with your order number, purchaser name, and the item to be returned. Contact us first for the correct return address and customs declaration instructions.
Must the item be unopened and in its original packaging?
You may unpack and inspect an item as you normally could in a physical shop. We recommend using the original foam and carton, or packaging with equivalent protection. Missing original packaging does not automatically remove a statutory return right. If handling beyond reasonable inspection reduces the item's value, we may deduct that reduction where permitted by law.
Who pays return shipping, and is the original delivery charge refunded?
- EU and UK withdrawal: You pay the direct cost of returning the item to China. We refund the item price and the least expensive standard delivery charge offered for the original order as required by law. Any extra amount paid for express or expedited delivery is not refunded.
- Voluntary returns elsewhere: For a change-of-mind return, you pay return shipping. For an exchange, you also pay the shipping cost for the replacement item. Except where applicable law requires otherwise, the original delivery charge is not refunded.
- Damaged, incorrect, significantly defective, or misdescribed items: Once confirmed, Qiwu Plus covers reasonable return, replacement, or re-dispatch costs.
How will my refund be issued, and how long will it take?
Refunds are generally returned to the original payment method. For statutory withdrawals, we will process the refund within 14 days after receiving the withdrawal notice; where permitted by law, we may withhold the refund until we receive the returned item or valid proof of return shipment.
Can custom or personalised items be returned?
Where permitted by law, goods made to your explicit specifications, including engraving, altered dimensions, colour changes, or other personalisation, may be excluded from change-of-mind withdrawal or voluntary returns. Any limitation will be stated before purchase. A completed handcrafted or one-of-a-kind work sold as an in-stock item is not automatically treated as custom merely because it is handmade or unique.
Transit Damage, Loss, and Incorrect Items
What should I do if an item arrives damaged, incorrect, or seriously defective?
Please contact info@qiwuplus.com promptly. We recommend sending your order number and photos of the outer packaging, shipping label, and item within 72 hours after discovering the issue. If available, include an unboxing video so we can submit a carrier claim quickly. Missing a complete unboxing video or the 72-hour recommendation does not automatically remove statutory rights relating to defective goods.
When we arrange the carrier, Qiwu Plus bears the risk of transit loss or damage until delivery is completed. Once verified, we will offer repair, re-dispatch, replacement, a partial refund, or a full refund according to the uniqueness of the work, stock availability, and applicable law.
Handcrafted Ceramic Characteristics
Will there be colour or detail variations?
We make every effort to represent each work accurately. Screens, lighting, and photography may cause minor colour differences. Handcrafted ceramics may also show disclosed, non-functional variations in dimensions, glaze, small bubbles, clay-body marks, or iron spots. These natural characteristics are generally not defects, but this does not cover undisclosed serious defects, transit damage, or an item that materially differs from its description.
Gifts and Packaging
Do you offer gift wrapping?
To protect ceramic works during international transit, we prioritise reinforced protective packaging and do not currently offer additional decorative gift wrapping.
Contact Us
Email: info@qiwuplus.com
We normally reply within 1-2 business days. Replies may be delayed on public holidays.
For full terms, see our Refund Policy and Shipping Policy.