Frequently Asked Questions

Shipping, returns, how our ceramics are made, and how the live sessions work. If your question isn't here, email hello@momokocoll.com — we answer in English, Monday to Friday, usually within two business days.

Orders & Shipping

Worldwide. Delivery estimates for your destination are shown at checkout.

Standard shipping is free on orders of US$59.99 or more, everywhere we ship.

Below that, the rate depends on where you are: US$5.99 to the contiguous United States, US$15.00 to Hawaii, Alaska and Puerto Rico, US$9.00 to Canada, the UK, France, Germany, China, Japan, South Korea, Singapore and similar destinations, and US$15.00 to Australia, New Zealand, Italy, the Netherlands, the Nordic countries and similar destinations. The exact rate for your address is confirmed at checkout.

Standard delivery to Europe and North America is estimated at 7–14 days. Estimates for other destinations appear at checkout.

Estimates are not guarantees — customs inspection and carrier disruption can add time.

No. We ship on a duties-and-taxes-included basis, so your parcel should arrive with no extra import charge.

If a carrier or authority ever asks you to pay an import fee, please email hello@momokocoll.com before paying.

Tracking and the carrier are sent to you after dispatch. If tracking stops updating, or the estimated window passes, email us with your order number and we'll chase it.

Returns & Damage

No. We don't accept change-of-mind returns. A return or remedy can be requested where an item is defective, the wrong item was sent, or the item was damaged in transit.

14 days after delivery. Email hello@momokocoll.com with your order number and photographs before sending anything back — returns posted without written instructions can't be processed.

Transit-damage claims on fragile items need an unedited unpacking video, sent within 48 hours of delivery, together with your order number and photographs.

Film the box before you open it, and keep the item and all of its packaging until we tell you otherwise.

You do — except where we confirm the item was defective, incorrectly supplied, or damaged in transit. Then it's on us.

Once an approved return reaches us, inspection is completed within 3 business days and an approved refund goes back to your original payment method within 5 business days, in the original currency.

Opened blind boxes, personalised or engraved products, and final-sale clearance items.

Products & Materials

No — and this is rather the point of it. Glaze, texture, dimensions and firing marks vary between handmade Jian ware, ceramics and incense objects. They're characteristics of the individual piece, not defects.

No. They're reproductions, and every listing says so.

Every product page carries a specification table, a materials note and care instructions. If something isn't covered there, email us and we'll answer it.

Ceramics, Jian ware, teaware and incense vessels ship with double-layer cushioning inside an individual inner box. Shipments are covered up to the carrier's liability limit.

Live Sessions & Auctions

It's a checkout link for an item you bought or won during one of our TikTok live sessions.

No. Live payment links ship free regardless of order value — the US$59.99 free-shipping threshold applies to our regular catalogue.

Email hello@momokocoll.com with your order number and which session you bought from, and we'll get it on its way.

Still stuck? Write to hello@momokocoll.com with your order number — or see the contact page for every way to reach us.