Frequently asked questions

Google Pay, Visa, Mastercard, American Express, PayPal and — in the EU, UK, US and Australia — Klarna. All methods are shown in the same checkout, with no surcharge for any of them. See Payment & Security for details.

Yes. Google Pay sends a single-use token instead of your card number, and the payment is processed by a PCI DSS Level 1 certified provider. We never receive your full card number, CVV or Google credentials. You confirm each payment with your device unlock.

We place a pending authorisation when you submit the order and capture the payment when the order is accepted and prepared for dispatch. Pending holds usually clear within 1–7 business days if the order is cancelled.

Email support@kestrelaudio.com as soon as possible. We can amend or cancel free of charge before dispatch, which is usually the same business day. Once dispatched, please use the returns process.

Prices are shown in USD by default, and you can switch the display to EUR, GBP, CAD, AUD or SGD. The amount charged is always the amount confirmed at checkout. If your card is issued in another currency, your bank applies its own exchange rate.

Yes — add gift wrapping ($6) at checkout. Prices are omitted from gift receipts, and a handwritten card can be included free of charge; add your message in the order notes.

Orders placed before 14:00 local time on a business day are dispatched the same day. Typical transit is 2–4 business days in the EU and US, 4–7 to Canada, the UK, Japan and Singapore, and 6–12 to the rest of the world. The full table is in our Shipping Policy.

No. For the EU, US, UK, Canada, Australia and most other destinations we ship delivered-duty-paid: duties and taxes are calculated at checkout and paid by us. Where DDP is unavailable, the checkout says so explicitly before you pay.

We ship to 38 countries. If your country is not supported, the checkout will not offer a shipping option. We do not ship to countries under EU or UN trade sanctions.

Tracking can take up to 24 hours to show the first scan. If it has been static for five business days, email us your order number and we will open an investigation with the carrier.

Thirty days from delivery, unused and in original packaging, with a full refund. Returns are free in the EU and US with a prepaid label. EU consumers also have a statutory 14-day right of withdrawal. Full details are in Returns & Refunds.

We inspect returns within two business days of arrival and issue the refund within five. Card and Google Pay refunds typically appear within 3–5 business days, depending on your bank.

Send us a photo of the item and the packaging within 30 days. We will ship a replacement or refund you in full, including delivery, and arrange collection at our cost. You usually do not need to return the damaged item first.

Our ceramics are thrown and glazed by hand, and our linen is woven on shuttle looms. Slight differences in tone, thickness and grain are inherent to the process and are not defects.

Linen: machine wash cold on a gentle cycle, line dry, warm iron. Stoneware: dishwasher safe on a low-heat setting; avoid thermal shock by not moving pieces straight from freezer to oven. Oak: wipe with a damp cloth and re-oil twice a year with a food-safe oil.

Yes. We hold spare parts for at least five years after a product is discontinued. Email us with your order number and what you need; parts are usually free for the first five years.

Your name, contact details, delivery address, order contents and payment confirmation. Payment card data is handled entirely by our processor — we only see the card brand and last four digits. The full detail is in our Privacy Policy.

Email privacy@kestrelaudio.com with your request, or use the unsubscribe link in any marketing email. We keep order records for seven years because Singapore tax and accounting rules requires it, and delete everything else when it is no longer needed.