Shipping Policy

At hisilo, every handcrafted ceramic mug, cup, and artisan piece is carefully inspected and thoughtfully packaged to ensure it arrives safely. Before each order is shipped, every item goes through quality checks to maintain the craftsmanship and quality you expect.

This Shipping Policy explains our order processing times, estimated delivery schedules, shipping methods, tracking information, and other important details about your order.

Our Shipping Philosophy

Every handcrafted ceramic piece tells its own story. Unlike mass-produced products, each hisilo mug and ceramic piece is carefully crafted with unique details, making every item one of a kind.

Before shipping, every order is carefully inspected, securely wrapped, cushioned, labeled, and checked one final time to help ensure it arrives safely.

Our goal is simple: to deliver every order safely, reliably, and beautifully.

Order Processing Timeline

  • 1 — Order Placed


    Your order is received and entered into our secure processing system.

  • 2 — Quality Inspection


    Each item is carefully checked for craftsmanship, condition, and packaging readiness.

  • 3 — Protective Packaging


    Your ceramic pieces are securely wrapped and cushioned to reduce the risk of damage during transit.

  • 4 — Shipped


    Once your order has been dispatched, tracking information will be sent to you.

Processing Time

Orders are typically processed within 1–5 business days. Processing may take longer during peak demand, seasonal promotions, public holidays, or periods of increased production.

Handcrafted ceramic pieces may require additional preparation, as each item is individually inspected before shipment.

Orders are processed Monday through Friday, excluding public holidays.

Once your package has been transferred to the carrier, delivery times may vary depending on the destination, customs procedures, local logistics networks, weather conditions, and carrier capacity.

  • Estimated Delivery Times

    Destination Estimated Transit Time
    United States 7–15 Business Days
    Canada 7–18 Business Days
    United Kingdom 7–15 Business Days
    Australia & New Zealand 8–18 Business Days
    Europe 7–20 Business Days
    Asia 5–15 Business Days
    Other International Regions 10–25 Business Days

    Please note that all delivery estimates are provided for reference only and are not guaranteed. Delivery times may vary due to customs procedures, local carrier operations, weather conditions, public holidays, or other circumstances beyond our control.

Important Information About Handmade Ceramics

  • Many hisilo products are individually handcrafted rather than mass-produced. Slight variations in glaze patterns, brushstrokes, color tones, kiln-fired effects, clay texture, shape, and surface finish are natural characteristics of handmade craftsmanship.

    These unique details make every ceramic piece one of a kind and should not be considered defects.

    Because handcrafted ceramics are naturally fragile, every order is carefully wrapped with reinforced protective packaging to help ensure it arrives safely and in excellent condition.

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International orders may be subject to customs inspections, import duties, VAT, taxes, brokerage fees, or other charges imposed by the destination country or region.

Unless otherwise stated at checkout, these fees are the responsibility of the recipient and are determined by local customs authorities.

Please note that customs clearance procedures may occasionally result in delivery delays beyond the estimated transit times.

Track Your Order

Once your order has been shipped, a shipping confirmation email with your tracking information will be sent to the email address provided at checkout.

Please allow 2–5 business days for tracking updates to appear, as carrier scans and international logistics systems may require time to process new shipments.

If your tracking number appears invalid immediately after shipment, this is usually normal. The tracking information will become active once the carrier completes its next scan.

Frequently Asked Shipping Questions

  • Do you offer international shipping?


    Yes. hisilo proudly ships to customers in many countries around the world.

  • Can I change my shipping address after placing an order?


    Please contact us as soon as possible. Address changes may be possible if your order has not yet been shipped.

  • What if my package is delayed?


    International shipments may occasionally experience delays due to customs clearance, carrier operations, weather conditions, or other factors beyond our control.

  • What should I do if my package arrives damaged?


    Please contact our support team within 72 hours and provide photos of the package and damaged item so we can assist you.

  • Can I cancel my order?


    Orders can only be canceled before they are shipped. Once an order has been dispatched, cancellation is no longer possible.

  • Will I receive tracking information?

    Yes. Tracking details will be automatically sent to your email address once your order has been shipped.

Contact Us

If you have any questions about shipping, order status, tracking information, estimated delivery times, or international delivery requirements, our customer support team will be happy to assist you.

Brand: hisilo

Website: hisilo.com

Email: support@hisilo.com

Thank you for choosing hisilo and for supporting handcrafted ceramics, thoughtful craftsmanship, and the beauty of everyday rituals.