Frequently Asked Questions

Queries

For any question not covered below or on our terms and conditions page, please contact us via the website contact form or chat, we are fluent in English, Spanish, French and Chinese and will be pleased to help you.   For questions about individual pages you can also chat or comment directly on the page.

 

Gifts

Handmade items are prepared with gift-quality packaging and are suitable to give as a present.  (Except bulk packs of paper and wholesale orders.)
If you have any special requirement, please let us know in the comment box when checking out.

enter request
Add Note on checkout for gift message or any special request

Payments

  • Debit card / Credit Card:  Inkston.com accepts most standard international payment cards such as Visa, MasterCard and American Express as well as Paypal.
  • Paypal / Stripe: Inkston.com online payment processing is done by Paypal or Stripe, please choose whichever is best for you.  You do not need a Paypal account or a Stripe account to make a payment. Inkston does not receive or store your credit card information, all payment details are handled by Paypal/Stripe.
  • Currencies: Inkston.com online pricing is done in US Dollars and converted to other currencies at market rate.  Payment is accepted in any of the currencies shown. If your payment card or account is not in one of the available currencies on the website, your bank or card issuer will convert to your currency for you and charge you according to their standard terms.
  • Apple Pay: Inkston.com also accepts ApplePay: if you are using a compatible Apple device (iPod, iPhone), the black ApplePay button will appear near the top of the checkout screen.
  • Bank Transfer: On request we can also receive bank transfer or other payment method in CNY, USD, EUR, JPY and GBP, if you want to do this please select “Other Payment Method” and let us know in the comment box when checking out.

When will my order arrive?

Normally orders are processed and shipped within 24hours.

  • Standard worldwide shipping normally arrives within 7-10 working days after dispatch, however this does vary according to the country and the season: we will provide you with a tracking number to monitor shipping progress.
  • Express worldwide shipping uses the fastest airmail delivery possible which is normally within 1 week.

See also – detailed shipping information.

Customs and Import Duties

Most handmade items are not subject to import restrictions in most countries and small parcels are normally below tax threshold and received without issue. If you encounter a problem with a small parcel please contact us as soon as possible and we will help to resolve.

Bulk/wholesale orders by separate arrangement.

Wholesale

Please contact us for wholesale enquiries, bulk discounts and bulk shipping arrangements.

Handmade Products – Workshops

We have personally inspected and selected the workshops producing our handmade items and we are featuring more and more of the craftsmen and their stories in our Stories section.

A small number of products are not handmade and these products are clearly marked: for example calligraphy practice paper is a cheaper machine-made paper for practice.

Handmade Products – Usage and Care instructions

In our Stories we try to explain how to use and look after the products, with advice directly from the craftspeople and artists.  Please ask us if there is anything you are not sure about.

Custom Products and Customizations

We can accept custom orders for some product types, please note this does take additional time and cost since the product will be made from scratch according to your specifications.  Please add the expected production time to the delivery time from China to delivery address.

  • Ceramics:  a name or custom message can be added before firing, please allow 7-14 days extra to the expected delivery time.
  • Paper can be made with a special watermark.  The watermark is woven to your design and then this woven design is added to the paper making screen and the requested grades of paper are freshly made, with this design as a watermark. This process takes 1 month.
  • Inkstones:  inkstone price and time to make depends on the quality of stone, size of stone, and level of detail of carving.  Large pieces of high quality stone are difficult to get and prices can be very high, and a large detailed piece may take 3 months to complete.

Cancellations

For custom orders please note we may not be able to cancel the order after the craftspeople have started work on it, nevertheless please let us know as soon as possible, for example by replying to the address given on your order confirmation email.

Returns, Exchanges, Refunds

Please take a photo of any issue and send it to us as soon as possible!
Inkston allows you to return items for replacement or refund within 30 days.
See also Returns policy.

Amazon

Customers in countries served by Amazon may find some of our products on Amazon USA, Amazon UK, Amazon France, Amazon Spain, Amazon Germany, Amazon Italy, Amazon Japan.
Amazon orders are processed according to policies on the local Amazon site, and items marked with Amazon Prime tick are delivered by Amazon from regional warehouse.

Comments: 39

  1. Je suis heureuse d avoir reçu ce papier que je vais tester à l aquarelle et l encre chinoise Ç est un papier de qualité expédié toujours avec soins Il est également appréciable de tester la qualité de papier "découverte" joint à l envoi

  2. Livraison rapide, plus rapide qu’annoncée, et toujours une extrême gentillesse de la part de l’expéditrice chinoise qui joint dans le paquet une grande variété d’ échantillons de divers papiers pour calligraphie et un pincelier. Et toujours une belle qualité des produits introuvables en France. Un grand merci.

  3. Produit rare, introuvable en France. Je viens de le recevoir et j’ai hâte de l’utiliser. Merci encore pour les jolis échantillons de papier trouvés dans le paquet. Décidément, la firme Inkston offre un service impeccable et des produits de toute première qualité pour les amateurs de calligraphie ou peinture chinoise.

  4. Producto noble y de calidad excepcional. La barra de tinta tiene un rendimiento casi eterno, en mi caso al menos, que la utilizo como acuarela. El aroma a resinas y a pino convierten la acción artística en un goce añadido. Excelente manufactura . Compra obligada para los amantes de las tintas en general y de la caligrafia oriental en particular.

  5. Luo Yan from custumer service and also the founder of Inkston, is passionate about her work, always willing to answer your questions throughly, she has a great knowledge of the Chinese culture.
    She has given me already lots of interesting insights in the Chinese art.
    I am happy I found in her a reliable supplier of high quality Chinese artmaterials at a reasonable price.

  6. On the service:
    My Order arrived in 2 separate packages. It was very carefully wrapped, and the wrapping protected everything inside.
    The ink sticks I ordered, were individually wrapped in plastic bags to provide even further protection – aside from their own boxes. I greatly appreciate this.
    Inkston.com shipped both package in beautifully branded box and plastic bags. Opening them was joyful.
    I also received gifts in both package! Paper samples, wool pad, and a yellow envelop with a sheet of xuan paper.
    Overall: the best branded package I’ve ever got. I live in Hungary (EU), so normally 3-4 weeks shipping time is average. I got these within in 2 weeks.
    Thank you so much for the care and attention on my order!
    The communication is really good, Yan Luo is trustworthy and happy to provide information on products, and techniques how to use them. 🙂

  7. 5 étoiles
    J ai reçu ma commande ce matin. Un réel bonheur car je les avais désirées Je suis vraiment satisfaite de l emballage voire la délicatesse apportée aux envois d’Inkston Les encres sont superbes. Encore merci Inkston et Amazon de nous permettre de travailler avec des articles de qualité

  8. 5 étoiles
    Je suis satisfait de l’envoi, de l’emballage et du produit en lui-même. Sympath aussi la feuille de riz offerte. La boîte est parfaite. Je recommanderai lorsque j’aurais besoin d’encre.

  9. 5 étoiles
    Quel bonheur de recevoir mes pinceaux ce matin Inkston me surprend toujours par la qualité de leur fournitures, le raffinement des emballages et le petit plus perçu comme un cadeau(housses soie…) Il me reste à tester ce beau matériel

  10. Excellent service and support! I’m a professional artist and work with oil, but these are my first brushes for Chinese painting, and I’d like to tell you, they are what I dreamed about! I’ll be back soon:)

  11. Realmente un vendedor atento, servicial y precupado por dar un gran servicio. Cualquier incidencia resuelta con prontitud de manera justa. Gran esmero en el embalaje y el transporte. Bien etiquetado. Alta calidad en sus productos y muy buena comunicación ante cualquier duda técnica. Volveré a comprar seguro

  12. Otra maravilla del viejo taller de Old Hu Kai Wen. Producto de gran rendimiento y belleza en su manufactura, artesanal de principio a fin. La selección que ofrece INKSTON en este apartado en particular, el de las barras de tinta, es excepcional en todas y cada una de sus referencias. Amazon imbatible en su servicio de entrega en 24 hr. Agradecido a ambos.

  13. Excelentes productos…¡¡
    Como ilustrador acuarelista, ando descubriento un mundo de posibilidades con las barras de tinta de Old Hu Kai Wen y los pigmentos minerales.
    Gran servicio de INKSTON en la entrega y muy importante… perfecto embalaje…¡¡¡
    Gracias. ¡¡¡¡

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