Frequently Asked Questions
Orders & Checkout
How do I place an order?
Simply browse our store, add your chosen items to cart, and proceed to checkout. Follow the secure checkout steps to complete your purchase.
Can I order more than one item?
Yes. You can purchase multiple items in the same order, subject to stock availability.
Can I use more than one discount code?
Only one promotional code can usually be applied per order unless stated otherwise.
I didn’t receive my order confirmation email.
Please check your spam or junk folder first. If you still can’t find it, contact our support team and we’ll help confirm your order.
Can I edit my order after checkout?
If your order has not yet been processed, we may be able to make changes. Contact us as soon as possible after placing your order.
Can I cancel my order?
We begin processing quickly, so cancellation requests must be made immediately. Once an order has shipped, cancellation may no longer be possible.
Why was my payment declined?
Payments can be declined for several reasons, including incorrect billing details, bank security checks, or insufficient funds. Please try again or use another payment method.
What currencies do you accept?
Checkout may display available currencies depending on your region. Final charges may be processed in the currency shown at checkout.
Shipping & Delivery
Do you ship worldwide?
Yes, we ship to many countries globally. Shipping availability depends on your location and courier service coverage.
Where do orders ship from?
Orders are dispatched from our fulfilment warehouse in China.
How long does delivery take?
Orders are generally processed within 1–3 business days. Delivery times vary depending on destination, customs processing, and courier schedules.
How can I track my parcel?
Once your order has shipped, we’ll send you tracking details by email.
Why hasn’t my tracking updated?
Tracking updates can take time, especially during transit between facilities or while clearing customs. Please allow a short period for updates to appear.
My package says delivered, but I can’t find it.
Please check around your property, with neighbours, or with your local courier. If it still can’t be located, contact us for further assistance.
What happens if my parcel is lost?
If a shipment is confirmed lost in transit, we’ll work with the carrier to arrange a suitable resolution.
Do you deliver to PO Boxes?
Delivery to PO Boxes depends on the courier and destination country. If unavailable, you may need to provide a residential or business address.
Will I need to sign for delivery?
Some deliveries may require a signature depending on the carrier or destination.
Returns & Refunds
What is your return policy?
We accept eligible returns within the timeframe listed in our Returns Policy. Items should be unused and in acceptable condition.
Can I return an item if I changed my mind?
Yes, change-of-mind returns may be accepted if the item meets our return conditions. Return shipping costs are generally the customer’s responsibility.
What if my item arrives damaged?
Please contact us promptly with your order number and photos of the item and packaging so we can assist.
How do I request a refund?
Contact our support team with your order details. We’ll guide you through the next steps.
How long do refunds take?
Approved refunds are usually sent back to the original payment method within several business days, depending on your provider.
Are shipping fees refundable?
Original shipping charges are generally non-refundable unless required by law or due to our error.
Can I exchange an item?
If exchanges are available, we’ll advise you of the process. In some cases, returning the original item and placing a new order may be faster.
Products & Care
What materials are your cookware made from?
Product materials are listed on each product page. Please check the product description for exact specifications.
Is your cookware non-toxic?
Our cookware is designed without common non-stick chemical coatings such as PFAS, PFOA, PTFE, or Teflon.
Is the cookware oven safe?
Many products are suitable for oven use, but temperature limits vary by item. Please refer to the product page before use.
Does your cookware work on induction cooktops?
Compatibility depends on the specific product. Please check the product listing for supported cooktop types.
How do I clean the cookware?
We recommend following the care instructions included on the product page or packaging. Proper care helps maintain performance and appearance.
Can metal utensils be used?
This depends on the product design and finish. Please review the care instructions for your item.
Why does food stick sometimes?
For best results, allow the pan to preheat properly and use the recommended cooking temperature and amount of oil.
Will the cookware discolour over time?
Natural colour changes can occur with regular use and high heat. This does not necessarily affect performance.
Payments & Security
What payment methods do you accept?
We accept major credit cards, debit cards, PayPal, and other secure payment options shown at checkout.
Is checkout secure?
Yes. Transactions are processed through encrypted and secure payment gateways.
Do you store my payment details?
Payment details are handled securely by our payment providers. We do not store full card details on our systems.
Can I pay in instalments?
If instalment options are available in your region, they will appear during checkout.
Why was I charged twice?
Sometimes banks place temporary authorisation holds. If you believe there has been an error, contact us with your order details.
Warranty & Support
Do your products come with a warranty?
Yes. We back our products with a 90-day warranty for manufacturing faults or defects. If you experience an issue, contact our support team and we’ll help with a replacement or solution.
How do I make a warranty claim?
Contact our support team with your order number, issue details, and photos if relevant.
How do I contact customer service?
You can reach us through our Contact Us page or by email.
How quickly do you respond?
We aim to reply as soon as possible during normal support hours.
What information should I include when contacting support?
Please include your order number, full name, and a clear description of your question or issue.
Customs & International Orders
Will I have to pay customs fees?
Import duties or taxes may apply depending on your country. These charges are set by local authorities and are the buyer’s responsibility where applicable.
Why is customs holding my package?
Some shipments are randomly inspected or require import processing. This can cause delays outside our control.
Can you mark the parcel as a gift?
We comply with shipping laws and customs requirements, so declarations must be accurate.
Promotions & Discounts
Do you run sales?
Yes, we occasionally offer promotions and limited-time deals.
How can I hear about new offers?
Subscribe to our newsletter or follow our store for updates.
Why doesn’t my discount code work?
Codes may expire, have minimum spend requirements, or apply only to selected products.
General Questions
Do you restock sold-out items?
Popular products may be restocked, depending on demand and supplier availability.
Can I buy in bulk?
For bulk or wholesale enquiries, please contact us directly.
Why do colours look different online?
Screen settings and lighting can affect how colours appear on different devices.
Do you have a physical store?
We operate online, allowing us to serve customers in multiple regions.
Still need help?
If your question isn’t listed here, please contact our support team and we’ll be happy to assist.