Shipping Policy

1. Introduction

This Shipping Policy applies to all orders placed through Kilnmasters.com, operated by Kilnmasters in the State of Qatar.

Kilnmasters ships porcelain products both within Qatar and internationally, subject to product availability, shipping provider coverage, destination country regulations, and operational feasibility.

By placing an order on Kilnmasters.com, the customer agrees to the terms outlined in this Shipping Policy.

2. Shipping Destinations

Kilnmasters offers:

• Local delivery within Qatar
• International shipping to selected countries

International shipping availability may vary depending on the destination, courier service coverage, product type, customs regulations, and import restrictions.

Kilnmasters reserves the right to refuse, cancel, or delay an order if shipping to the customer’s destination is unavailable, restricted, or not operationally feasible.

3. Product Preparation Time

Kilnmasters products may require preparation before shipping, especially because our products are handcrafted, hand-painted, fragile, or artistically finished.

Preparation time may vary depending on:

• Product availability
• Order volume
• Packaging requirements
• Fragile item protection
• Custom-made or commissioned product requirements
• Public holidays or operational closures

For custom, personalized, commissioned, or made-to-order products, preparation time may be longer and will depend on the nature of the item.

4. Shipping Fees

Shipping fees may vary depending on:

• Delivery destination
• Product weight
• Product size
• Packaging requirements
• Courier or logistics provider charges
• International shipping rates
• Customs or clearance requirements

Shipping fees, where applicable, will be displayed during checkout or communicated to the customer before order confirmation.

Unless otherwise stated, shipping fees are non-refundable once the order has been shipped.

5. Local Delivery Within Qatar

For orders delivered within Qatar, Kilnmasters will arrange delivery through its internal delivery process or approved third-party delivery providers.

Delivery timelines may vary depending on:

• Customer location
• Product availability
• Delivery schedule
• Public holidays
• Weather conditions
• Incorrect or incomplete delivery information
• Circumstances beyond Kilnmasters’ reasonable control

Customers must provide accurate contact and address details to avoid delivery delays.

6. International Shipping

Kilnmasters ships internationally, subject to courier availability, destination country regulations, customs clearance, and import requirements.

For international orders, customers are responsible for ensuring that the purchased products can be lawfully imported into their destination country.

International delivery timelines may vary significantly depending on:

• Destination country
• Courier provider
• Customs processing
• Import checks
• Public holidays
• Local delivery conditions
• Weather or logistical disruptions
• Incorrect or incomplete shipping information

Kilnmasters is not responsible for delays caused by customs authorities, courier companies, local delivery partners, border controls, import restrictions, or events beyond Kilnmasters’ reasonable control.

7. Customs Duties, Import Taxes, and Fees

International orders may be subject to additional charges imposed by the destination country, including but not limited to:

• Customs duties
• Import taxes
• VAT
• Clearance fees
• Brokerage fees
• Local handling charges
• Other government or courier-imposed charges

These charges are the responsibility of the customer unless expressly stated otherwise by Kilnmasters.

Kilnmasters has no control over customs duties, taxes, or import fees and cannot predict the amount that may be charged by the destination country.

If the customer refuses to pay customs charges or fails to complete required customs procedures, the shipment may be delayed, returned, abandoned, or destroyed. In such cases, Kilnmasters will not be responsible for any loss, delay, return cost, or additional charges.

8. Shipping Address and Contact Details

Customers are responsible for providing complete and accurate shipping information, including:

• Full name
• Email address
• Phone number
• Complete delivery address
• Building, street, zone, or area details, where applicable
• City and country
• Postal code, where applicable
• Any customs or delivery information required for international orders

Kilnmasters is not responsible for delays, failed deliveries, returned shipments, or additional costs caused by inaccurate, incomplete, or outdated shipping information provided by the customer.

If an order is returned due to incorrect address details, failed delivery attempts, refusal of delivery, or failure to collect the shipment, the customer may be responsible for re-shipping fees, return charges, customs fees, and any additional costs incurred.

9. Fragile Product Packaging

Kilnmasters products are porcelain items and must be handled with care.

We take reasonable steps to package products securely and appropriately for delivery, including protective packaging suitable for fragile items.

However, customers should inspect the package and product immediately upon receipt. If the product arrives damaged, the customer must notify Kilnmasters as soon as possible and provide supporting evidence, such as photos or videos of:

• The outer packaging
• Inner packaging
• The damaged item
• Shipping label, where applicable

Damage reports should be sent to:

Email: info@kilnmasters.com

Damage claims are subject to review in accordance with Kilnmasters’ Refund & Cancellation Policy.

10. Order Tracking

Where tracking is available, Kilnmasters or the courier provider may share tracking information with the customer.

Tracking availability may depend on:

• Delivery method
• Courier provider
• Destination country
• Type of shipment
• Local delivery partner

Kilnmasters is not responsible for delays in tracking updates caused by courier systems or third-party logistics providers.

11. Delivery Attempts and Failed Delivery

Customers are responsible for being available to receive their order or ensuring that an authorized person is available to receive it.

If delivery fails due to customer unavailability, incorrect contact details, refusal of delivery, or failure to respond to the courier, additional delivery attempts or re-shipping fees may apply.

If the shipment is returned to Kilnmasters, the customer may be responsible for:

• Original shipping fees
• Return shipping fees
• Re-shipping fees
• Customs charges
• Courier handling fees
• Any other related costs

12. Lost or Delayed Shipments

Kilnmasters will make reasonable efforts to assist customers in tracking delayed or missing shipments.

However, Kilnmasters is not responsible for delays caused by third-party courier providers, customs authorities, local delivery partners, weather conditions, strikes, border controls, or other events outside Kilnmasters’ reasonable control.

If a shipment is confirmed lost by the courier provider, Kilnmasters will review the case and determine the appropriate resolution, which may include replacement, store credit, refund, or another suitable solution depending on the circumstances.

13. Risk of Loss or Damage

Risk of loss or damage may pass to the customer once the order has been delivered to the delivery address provided by the customer or collected by the customer or their authorized representative.

For international shipments, risk may also be affected by the terms of the courier provider, customs process, and delivery conditions in the destination country.

Customers should report any delivery issue, missing item, or damage immediately upon receipt.

14. Delivery Restrictions

Kilnmasters reserves the right to restrict or refuse shipping to certain locations where:

• Courier service is unavailable
• Customs restrictions apply
• Import of the product is prohibited
• Delivery is unsafe or impractical
• Shipping cost is unreasonable or unavailable
• The address provided is incomplete or invalid
• Payment or identity verification is unsuccessful

If shipping cannot be completed, Kilnmasters may contact the customer to arrange an alternative solution or cancel the order.

15. Changes to Shipping Details

Customers should contact Kilnmasters immediately if they need to update their shipping address or delivery details.

Kilnmasters will make reasonable efforts to update the information before the order is shipped. However, once an order has been shipped, changes may no longer be possible.

Any additional cost resulting from an address change, shipment redirection, or re-delivery request may be the customer’s responsibility.

16. Shipping for Custom or Commissioned Orders

Custom-made, personalized, commissioned, or made-to-order porcelain pieces may require additional preparation, production, drying, finishing, quality checking, and packaging time before shipment.

Estimated timelines for such products are provided for guidance only and may vary depending on the complexity of the work.

Kilnmasters will not be responsible for delays caused by the artistic production process, customer approval delays, changes requested by the customer, or technical requirements related to the creation of the piece.

17. Returns Related to Shipping Issues

If an item is returned due to a shipping issue not caused by Kilnmasters, including incorrect address, refusal to accept delivery, failure to pay customs fees, or failure to collect the shipment, the customer may not be eligible for a full refund.

Any approved refund may exclude:

• Original shipping fees
• Return shipping fees
• Customs duties
• Import taxes
• Courier handling fees
• Payment processing fees
• Any other charges incurred by Kilnmasters

Returns, refunds, and exchanges are subject to Kilnmasters’ Refund & Cancellation Policy.

18. Contact Information

For shipping, delivery, tracking, or international order inquiries, please contact:

Kilnmasters
Website: Kilnmasters.com
Email: info@kilnmasters.com
Operating Country: State of Qatar
Payment Gateway Provider: Tap Payments Qatar

19. Changes to This Shipping Policy

Kilnmasters reserves the right to update or modify this Shipping Policy at any time.

Any changes will be published on Kilnmasters.com. Customers are encouraged to review this page regularly before placing an order.