Frequently Asked Questions

Have a question? 

We’ve gathered the most common ones here to make things easy for you! 

Have a question? 

We’ve gathered the most common ones here to make things easy for you! 

(Select a section below to jump directly to it)

1. General Questions
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2. Product Questions
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3. Payment Questions
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4. Shipping Questions
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5. Contact Questions
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1. General Questions

What is your return & exchange policy?

We truly hope you love what you receive. If something isn’t quite right, we accept returns within 14 days of delivery. Items must be unused and in their original packaging.

You can find full details on our Returns & Exchanges Policy page.

How do I track my order?

Once your order has shipped, you’ll receive a tracking number via email.

You can use it to follow your parcel’s journey from us to your home~

Can I cancel or modify my order?

We begin preparing orders quickly, but if you need to make changes, please contact us as soon as possible. If your order hasn’t shipped yet, we’ll do our best to help.

2. Product Questions

Will each piece look exactly the same?

Because of the natural glaze process and high temperature firing, slight variations may occur. Each piece may have subtle differences in tone, texture, or glaze movement. This is part of the character of handmade ceramics and what makes every piece feel special.

What is the material of this product?

At the moment, all of our pieces are made from ceramic, with some designs featuring wooden elements. The exact materials for each item are listed on the individual product page. As we continue to grow, we may thoughtfully explore additional materials that align with our aesthetic and values.

How do I care for this product?

Care instructions are listed on each product page. Some pieces are microwave or dishwasher safe, while others may require gentler care. We recommend checking the product description before use to ensure longevity.

Are small glaze marks considered defects?

Subtle glaze movement, tiny speckles, or slight irregularities are natural results of high temperature firing. These are not defects, but part of the charm of each piece.

3. Payment Questions

What payment methods do you accept?

We accept major credit and debit cards, including Visa, MasterCard, and American Express, as well as PayPal and Apple Pay where available. All available options will be displayed securely at checkout.

Is my payment information secure?

Yes. All transactions are processed through secure, encrypted payment gateways. We do not store your card details, and your information is handled with care and confidentiality.

When will I be charged?

Your payment is processed at the time your order is placed. You will receive an order confirmation email shortly after checkout.

4. Shipping Questions

How long does shipping take?

Shipping times vary depending on your location and the shipping method selected at checkout. Orders are typically processed within 1 to 3 business days before dispatch. Once shipped, delivery times will vary by destination.

For detailed timelines, please refer to our Shipping Policy.

How much does shipping cost?

Shipping cost depends on your location and the shipping method you choose. 

Is your packaging sustainable?

All of our packaging is 100% recyclable. We choose materials that are kinder to the environment, while still making sure each piece is safely wrapped for its journey to you. Learn more on our Sustainability page.

Do you offer free shipping?

Yes, we offer free shipping, and the minimum spend varies by region due to international shipping costs. The exact threshold for your country will be shown automatically at checkout.

5. Contact Questions

How can I contact customer service?

The easiest way to reach us is through our Contact Us page, or you can email us directly at Team@hoomio.co We reply as fast as we can, usually within 1 to 3 business days. Thank you so much for your understanding and patience.

How can I provide feedback?

We really love hearing from you. Whether it’s a small suggestion or a kind note, it means a lot to us. Feel free to email us, leave a message through our Contact Us page, or DM us on Instagram at @hoomio. We read everything.