FAQ
Frequently Asked Questions
Everything you need to know about ZiXa, our porcelain creations, and your shopping experience.
At ZiXa, we believe every meaningful object has a story.
From the porcelain studios of Jingdezhen to your home, each piece reflects the patience of craftsmanship and the quiet beauty of Chinese art.
We’ve gathered answers to some of the questions you may have before welcoming a ZiXa creation into your collection.
About ZiXa & Our Craftsmanship
What is ZiXa?
ZiXa is an independent Chinese porcelain brand celebrating the artistic heritage of Jingdezhen, China — a city renowned for its centuries-old porcelain-making traditions.
Our collections bring together handcrafted forms, delicate hand-painted details, and contemporary interpretations of traditional Chinese aesthetics.
From teaware to decorative ceramics, we create pieces that bring a little poetry into everyday spaces.
Where are ZiXa products made?
Our porcelain pieces are crafted in Jingdezhen, Jiangxi Province, China, in collaboration with local workshops and artisans.
Our business is operated by Sichuan Ruizenda Trading Co., Ltd. (四川睿怎达商贸有限公司).
Are your products handmade?
Our collections feature handcrafted porcelain and hand-painted decorative elements.
Because human hands are involved in the creative process, subtle differences in brushwork, coloration, pattern placement, and dimensions may occur.
These small variations give each piece its individual character.
Will my product look exactly like the photographs?
We strive to represent every product accurately through our photographs and descriptions.
However, handmade porcelain may display minor variations in color, painting details, and finish.
These natural differences are part of its handcrafted character.
Significant differences from the description, damage, or manufacturing defects are not considered acceptable handmade variations.
Are the accessories shown in product photographs included?
Not necessarily.
Some photographs feature complementary cups, saucers, tea trays, or other decorative accessories to illustrate a setting.
Only the items explicitly listed in the product description are included in your purchase.
For example, a cup photographed with a saucer does not include the saucer unless the product page specifically states otherwise.
Ordering & Customization
Are ZiXa products ready to ship?
A ZiXa piece may be available from finished stock or may require production.
Availability is shared across sales channels and is checked during order processing. The displayed orderable quantity does not guarantee immediate dispatch.
This approach supports small-batch craftsmanship and thoughtful production.
Please plan for the published 15–45 calendar-day payment-to-carrier-handoff window unless a shorter, item-specific timeframe is confirmed.
How long does it take to make my order?
If production is needed, it normally takes 15–20 calendar days.
Order preparation and dispatch processing require 15–25 calendar days, excluding production, for availability checks, coordination, inspection, protective packaging, and preparation for carrier collection.
Allow 15–25 calendar days from payment to carrier handoff for finished-stock orders, or 30–45 calendar days if production is required. The general published order-to-dispatch window is 15–45 calendar days.
International shipping time is additional.
Does the displayed stock quantity mean the items are already made?
Not always.
For made-to-order products, the displayed quantity may represent available production capacity rather than finished inventory.
Please refer to the product page for the applicable production and dispatch information.
Can I choose a particular design or pattern?
Yes, where selectable options are available.
Some ZiXa collections offer multiple hand-painted designs, such as different animal illustrations or decorative variations.
Please choose your preferred option before adding the product to your cart.
Each selectable design is identified on its product page.
Can I request a custom design?
Some special requests may be considered depending on the product, workshop availability, and production requirements.
Please contact us before ordering to discuss your idea.
Customized or specially commissioned products may have different production times, pricing, and cancellation terms. Any such conditions will be disclosed before purchase.
Can I change or cancel my order?
Please contact us as soon as possible at [email protected].
Orders that have not entered production may be canceled for a full refund.
Once production has begun, cancellation options may depend on the order’s status and whether the product is personalized.
Standard, non-personalized products may remain eligible for return after delivery under our published policy.
Learn more in our Returns & Refunds Policy.
Shipping & Delivery
Where do you ship?
We currently serve eligible addresses in the contiguous 48 United States and the District of Columbia, and Canada.
United Kingdom shipping is temporarily unavailable. Standard checkout shipping is not offered to Alaska, Hawaii, U.S. territories, military addresses, Amazon warehouse addresses, or other countries.
Where will my order be shipped from?
ZiXa products are dispatched from China, where our porcelain pieces are produced.
We work with international logistics providers to deliver eligible orders to our supported U.S. and Canadian destinations.
How long does shipping take?
After carrier handoff, published standard transit estimates are 6–15 business days for supported U.S. destinations and 8–15 business days for Canada. Transit business days are Monday through Friday, excluding relevant public holidays.
These transit estimates are additional to order processing and any required production.
Estimated timeline:
- Production, if required: 15–20 calendar days
- Preparation and dispatch processing: 15–25 calendar days, excluding production; total payment-to-carrier time is 15–25 days for finished stock or 30–45 days if production is needed
- Transit after carrier handoff: 6–15 business days for supported U.S. destinations; 8–15 business days for Canada
These are estimates rather than guaranteed arrival dates.
Customs processing, carrier operations, holidays, or unexpected events may affect delivery times.
How much does shipping cost?
Standard shipping is currently free for eligible orders to supported U.S. and Canadian destinations. The available shipping method and final charge are displayed at checkout before payment.
Carrier eligibility depends on the exact address, parcel value, contents, weight, and dimensions. If no acceptable delivery arrangement is available, we will offer cancellation and a full refund for the affected paid order.
The available delivery method depends on the destination, shipment contents, and carrier requirements.
Will I need to pay customs duties or import fees?
For eligible orders shipped through our duties-included delivery arrangements, the applicable import charges covered by that service are included in the shipping arrangement.
If an order requires a different shipping service or additional charges, we will contact you before proceeding.
We will not impose undisclosed additional shipping or import charges without your agreement.
Can I track my order?
Yes.
Once your order has been dispatched and tracking information is available, we will send a shipping notification to the email address provided at checkout.
Tracking updates may take some time to appear after the carrier receives your package.
Will multiple items arrive in one package?
Not always.
Because porcelain is fragile, we may use separate packages when appropriate for protection and compliant shipping.
If your order is sent in multiple shipments, we will provide the relevant tracking information.
For additional information, please read our Shipping & Delivery Policy.
Product Care & Quality
Are ZiXa porcelain pieces suitable for everyday use?
Each product is designed with its own intended purpose.
Our collections include teaware, decorative ceramics, small vases, and collectible pieces.
Please refer to the individual product description for its intended use and applicable care information.
Products identified as decorative-only should not be used to serve food or beverages.
Are your products microwave-safe or dishwasher-safe?
Please follow the instructions provided on each product page.
We do not recommend assuming that every handmade porcelain piece is suitable for microwave ovens or dishwashers.
Where a product has been verified for a particular use, that information may be stated in its product description.
For delicate hand-painted pieces, gentle handwashing is a conservative care choice unless specific instructions say otherwise.
How should I care for my porcelain?
To preserve the beauty of your piece:
- Handle it gently and avoid impacts against hard surfaces.
- Clean with a soft cloth or sponge and mild detergent where appropriate for the item’s intended use.
- Avoid abrasive brushes or harsh cleaning chemicals.
- Avoid sudden temperature changes unless the product is verified for such use.
- Store delicate pieces securely to prevent accidental damage.
Always follow any product-specific care instructions.
Do your ceramics undergo quality testing?
We work with our manufacturing partners to review applicable product quality and safety requirements.
Where independent laboratory testing has been completed, relevant test information may be provided on the applicable product page.
Testing documentation relates to the specific products or samples identified in the report and should not be interpreted as covering every ZiXa product.
We do not claim that all ZiXa products are FDA-certified.
What if my porcelain arrives broken?
Please contact [email protected] with your order number and photographs of the damaged item and packaging, if available.
For quicker assistance, we recommend reporting visible damage within 72 hours of delivery.
This recommended timeframe does not remove any rights you may have under applicable law.
Depending on the circumstances, we will arrange an appropriate replacement, refund, or other resolution.
Returns & Refunds
Can I return a product if I change my mind?
Yes, eligible standard, non-personalized products may be returned.
We offer a 14-day return request period beginning on the delivery date.
Items must be unused and in their original condition, subject to our published policy.
For voluntary change-of-mind returns, customers are responsible for international return shipping costs.
Please contact us before returning any item so we can provide the appropriate instructions.
Are made-to-order products returnable?
Standard designs produced after purchase remain eligible for our ordinary return policy when the stated conditions are met.
Personalized or specially commissioned products may have additional restrictions disclosed before purchase.
Damaged, defective, incorrect, or materially misdescribed products are handled separately from voluntary returns.
Do you charge a restocking fee?
No. ZiXa does not charge a restocking fee for eligible returns.
When will I receive my refund?
Once an eligible return has been received and inspected, we aim to process an approved refund within 7 business days.
Refunds are generally issued to the original payment method.
The time required for the funds to appear depends on the payment provider or financial institution.
Applicable legal refund deadlines take precedence where required.
For full details, please review our Returns & Refunds Policy.
Payment & Customer Support
What currency do you accept?
All product prices are displayed in United States dollars (USD) unless otherwise indicated.
What payment methods are available?
We currently support PayPal and any other payment methods expressly displayed during checkout.
Available payment options may vary according to your location, account, and payment eligibility.
Is my payment information secure?
Payments are handled through our supported payment providers.
Sensitive payment credentials are processed through the applicable payment service rather than being collected directly by ZiXa through ordinary website forms.
For information about how we handle personal data, please review our Privacy Policy.
How can I contact ZiXa?
We’re happy to help with product questions, order updates, shipping inquiries, and after-sales support.
Email: [email protected]
Website: https://zixa.diy/
When contacting us about an existing purchase, please include your order number so we can assist you more efficiently.
A Final Note From ZiXa
Porcelain is more than an object. It is a meeting of earth, fire, color, and human imagination.
We hope every ZiXa creation brings a quiet moment of beauty into your home — and a lasting connection to the craftsmanship of Jingdezhen.
Thank you for being part of our story.