FAQ
Short answers to the questions that come up most before an order. Anything longer lives in the policies: Shipping, Returns & Refund, Terms of Service, and Privacy.
Shipping
How long does delivery take?
10-20 business days for most orders. That breaks down as 2-4 business days for processing and picking, then 8-12 business days in transit, then 1-3 for local delivery at the other end. Some orders arrive sooner, some take a little longer.
Where do orders ship from?
Orders are picked, packed, and dispatched from Asia by a fulfillment partner. Kongshan is the seller of record for every order, so any question about an order comes to us, not to a courier.
Do I have to pay customs or import duties?
It depends on your country, and it is never charged by us. Most Kongshan orders are below the de minimis thresholds where duties are waived, but when an order does exceed them, the courier collects any duties, taxes, and handling fees at delivery, and we cannot estimate that amount in advance. Declared values are always accurate.
Which countries do you ship to?
The United States, Canada, the United Kingdom, the European Union, Australia, and New Zealand are the main destinations, and orders go further afield as well. If you are unsure, email before ordering.
Will I get a tracking number?
Yes. Every order is sent with tracking, and the tracking link arrives by email. Tracking usually shows its first update within 24-48 hours of dispatch.
My tracking has not updated in several days
Send the order number to hello@kongshan.shop. Some routes go quiet for a while between scans, and it is worth checking with the carrier before treating it as a problem.
Sizing and details
How do I know the size?
Every product page lists the measurements that are available, and you can email us through the Contact page about anything that is unclear. If you tell us how you plan to wear or use it, we can tell you how it will sit.
Will the piece look exactly like the photos?
Close, but not identical. These are handcrafted objects, so small differences in colour, pattern, weight, and texture are part of them rather than faults. Screens also shift colour, so treat the photos as a guide rather than a guarantee.
About the products
How are the pieces made?
The work is done by hand — silver is worked, embroidery is stitched, bamboo is woven. Kongshan is a shop rather than a workshop. Finished pieces are selected from partner workshops in Yunnan and Guizhou, and the photographs are of the actual items, not samples. We do not make them, so we do not describe them as though we do.
Where are the pieces from?
From workshops in southwest China, mainly Yunnan and Guizhou. Each product page says what is known about how that piece was produced.
Why is there no maker's name on the product?
Because we buy finished pieces rather than commissioning them from individual makers, and naming a maker we do not know personally would not be honest. What we can tell you is where the piece comes from and how it was made.
Returns
Can I return an item if I do not like it?
No — sales are final once an order ships, because international return shipping routinely costs more than the item itself. If you ask before an order ships, we will cancel and refund it.
What if it arrives damaged or is not what I expected?
Email us within 7 days of delivery with your order number and photos of the item and the packaging. We will issue a full refund to your original payment method and you do not need to send the item back.
How do I start a refund?
Email hello@kongshan.shop with the order number and a short description. Replies come within 1 business day.
Still stuck
The Contact page has our email address for anything that does not fit into the questions above.