Contact Us

Whether you have a question about your order, wish to customize a design, or simply want to know more about our craft, we're here to help. You can reach us directly through the contact details below.

Email

hello@wildfireatelier.com

+86 1 85 2272 4147

Studio

Xi'an, China

We usually respond within 24 hours. For urgent requests, please reach out via WhatsApp for the fastest reply.

“Each piece begins with a conversation — yours.”

Frequently asked questions

Because each stone has its own natural patterns and unique characteristics, the actual product may differ from the photos shown (except for items from the Hidden Gems Series).

Before we begin crafting, we will send you a video of the selected stone so you can confirm whether you like it. If not, we’ll keep selecting stones until you’re satisfied.

The product images are mainly for choosing the carving theme. If you don’t like the design shown, feel free to contact us and we can create a new design just for you.

We only accept returns for items damaged during shipping. Returns or exchanges due to sizing issues or personal preferences are not accepted.

Before shipping, we will send you a video of the finished piece for your final confirmation (except for Hidden Gems Series items).

For sizing, Custom Creations and Masterpiece Collection orders come with a complimentary measuring tape, and Timeless Classics provides detailed Size Guide. We will also ask you to send us photos for double-checking. As long as you cooperate with the measurement process, sizing issues are very unlikely to occur.

Yes! We offer free worldwide shipping to over 220 countries and regions.

If you’re unsure whether we can ship to your location, please feel free to contact us for confirmation.

For custom designs, we provide free theme design services. The process is:

Deposit → Design confirmation → Crafting → Final payment → Shipping.

If you cancel during the design or production phase, the deposit is non-refundable. However, if we have not started designing yet, a refund may be negotiated.

The deposit amount is 50% of the total price.

The final price of custom products depends on the materials selected and the complexity of the carving design. The listed price is just a reference — the actual price will be determined after discussing your design preferences and evaluating the required craftsmanship. Thank you for your understanding!

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Frequently asked questions