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Where we ship

From our studio in Valencia, Spain, to EU member states, the United Kingdom, and the United States. Additional destinations on request — email hello@kohasi.com.

Processing time

• In-stock pieces: dispatched within 3–5 business days.
• Made-to-order or commissioned pieces: as stated on the product page.
• lono_project sculptures (sculpted from life or photograph): typically 6–10 weeks.

Estimated delivery after dispatch

• Spain: 2–4 business days.
• EU: 3–7 business days.
• United Kingdom: 5–10 business days.
• United States: 7–14 business days.

These are carrier estimates and not guaranteed. We do not refund shipping for carrier delays.

Packaging

Every piece is individually wrapped in tissue and foam and double-boxed for fragile work. We photograph each piece before packing and after packing.

Tracking

Every order ships with tracking. You will receive a tracking number by email at dispatch.

Customs and import duties

• EU buyers: no customs charges on intra-EU shipments.
• UK buyers: consignments under £135 are subject to UK import VAT collected by the carrier or at checkout; consignments over £135 are subject to UK customs assessment.
• US buyers: most ceramic art imports are duty-free under HTS 6913.90; state-level sales or use tax may apply on import depending on your state.

We are not responsible for customs delays or import fees imposed by your country.

Damage in transit

Under EU consumer law, we are responsible for the piece until it reaches you. If your parcel arrives damaged: photograph the damage and packaging within 24 hours of delivery and contact us within 48 hours at hello@kohasi.com with your order number and photos. We will arrange a replacement where possible (one-of-one pieces cannot be replaced) or issue a full refund. We do not require you to deal with the carrier — that is our responsibility.

Lost parcels

If tracking shows a parcel as delivered but you have not received it, please first check with neighbours and your local depot, then contact us within 7 days of the marked delivery date. We will open an investigation with the carrier and resolve at our cost.