FREQUENTLY ASKED QUESTIONS
Each ceramic piece is meticulously handcrafted by professional ceramic artists. Subtle nuances in form, surface, and color reflect the material, the process, and the artist’s individual touch—making every object a unique piece.
These works are carefully curated and selected by KINTEI Sense. On this page, you will find answers to frequently asked questions regarding the care of ceramics, as well as shipping and delivery information.
Care & Handling of Japanese Ceramics
How do you prepare ceramics before first use?
Before first use, the ceramic should be fully immersed in warm water for about 30 minutes. This process helps seal any minor surface irregularities and protects the piece from absorbing food-related stains. In Japan, it is traditionally done using the water used to rinse rice. Pasta cooking water can also be used for this purpose.
Are the ceramic pieces dishwasher safe?
Handmade ceramics made of stoneware or earthenware are not suitable for dishwasher, oven, or stovetop use. These pieces should be cleaned by hand using warm soapy water and a soft, non-abrasive sponge, and then dried thoroughly. In general, dishwasher cleaning is not recommended.
Can ceramics be used in the oven or microwave?
Handmade ceramics made of stoneware or earthenware are not suitable for use in the oven, microwave, or on the stovetop. Even certain porcelain pieces—for example those decorated with precious metals—should not be used in the oven or microwave.
Why are there variations in color and form?
Each piece is handmade. Variations in color tones, glaze flow, and small irregularities are a natural expression of the materials used (such as clay, ash glaze, etc.), the handcrafting process, and the firing method, which is also influenced by climate and natural materials such as wood. These variations make every piece unique.
How do you remove stubborn stains or tea and coffee marks?
It is recommended to soak the vessel in starchy water before first use. It can also be gently rubbed with a paste made of baking soda and a small amount of water, then thoroughly rinsed. However, some degree of discoloration—especially in unglazed pieces such as Yakishime or Kohiki—is considered desirable as a patina, reflecting the philosophy of Yōnobi (beauty through use) as well as an appreciation of impermanence within the concept of Wabi-Sabi.
What should you do in case of chips or breakage?
In the unfortunate event of a break or chip, the ceramic can be repaired using the Kintsugi technique. Kintsugi is the Japanese art of ceramic repair. However, this process should be entrusted to professionals in order to ensure food safety and a durable restoration using appropriate materials such as Japanese urushi laquer (avoid epoxy resin) and appropriate gold quality. KINTEI Sense will be happy to help you connect with qualified specialists.
Please also note that, despite our prior inspection, the base of the ceramic may still be slightly rough in some cases. Before use, ensure that the bottom will not cause scratches on surfaces. If necessary, you can gently smooth the base further using sandpaper.
PACKAGING & GIFT OPTIONS
How are the ceramic pieces packaged?
Packaging depends on the piece, its origin, and its tradition. Some ceramics are delivered in a wooden box (tomobako) signed by the artist, while others come in a simple, protective cardboard packaging. In certain cases, a custom-made tomobako can also be commissioned and ordered afterwards upon request and for an additional fee.
Can a gift packaging option be selected?
Upon request and for an additional fee, a high-quality gift packaging option can be selected. It consists of a white magnetic box, a white furoshiki cloth, and a card. This gift packaging is especially suitable for special occasions. (For very large or delicate pieces, certain limitations may apply.)
How is the outer shipping packaging handled?
For shipping, recycled cardboard boxes are used for sustainability reasons. As a result, you may sometimes find external logos or previous shipping labels on the outer packaging. This has no impact on the contents or their protection. Regardless of the outer box, each ceramic piece is carefully cushioned and securely packaged for transport.
Shipping, Delivery & Returns
What shipping options are available?
We offer standard shipping and, upon request, also express shipping with DHL, both domestically and internationally. All ceramic pieces are carefully packaged to prevent damage during transport.
How long does shipping take?
As a general guideline, shipping times are as follows. Please note that KINTEI Sense has no control over delays once the parcel has been handed over to DHL:
• Germany: 4–5 business days
• EU: 5–10 business days
What happens if a delivery arrives damaged?
Please send photos of the outer packaging and the damaged ceramic to us by email immediately (within 48 hours of receipt). If the damage was caused by insufficient packaging or by DHL, a replacement or refund will be issued in accordance with our terms and conditions.
Can ordered ceramics be returned?
Yes, a 14-day right of withdrawal applies from the date of receipt of the goods (provided the item is not personalized). The pieces must be returned unused, undamaged, and securely packaged in their original packaging.
Who bears the return shipping costs?
For standard returns, the customer bears the shipping costs. In the case of faulty or damaged goods, the return shipping costs will be covered by the Gallery.
