FAQs

All orders with in stock items take up to 4 business day to process before heading out the door. Items generally take 2-4 business days for delivery. We offer free ground shipping for all our orders in Australia. Orders heading to New Zealand will have a small shipping fee. 

We do not ship to P.O. boxes in New Zealand.

A little fine print: Please note, processing times are in addition to the transit time estimates. While it’s likely your order will arrive within the estimated timeframe, it’s not a guarantee.

You can always check the status of your order (and any items on preorder) on your personalized tracking page. All you will need is your order number and shipping postal code! Don't forget to include the # before your order number so our system works as intended.

How thoughtful of you! Our pieces are PERFECT for housewarmings, newlyweds, or as a not-so-subtle suggestion to someone you want to cook more. Select “Add a gift note to your order” in your cart at checkout and we’ll include a customized message. We’ll add the note to one item in your order and we do our best to include it with the item we expect to deliver to your recipient first. We don’t want to spoil any surprises! Heads up - all items ship in a box with our Our Place logo. We never include pricing information with any of our products (gifts or otherwise!).

Already placed your order? Gift notes cannot be added to an order after they are placed. If you just placed your order within the last few minutes, you should be able to cancel it. After 60 minutes have elapsed, orders begin moving through our system for fulfillment so we'd recommend keeping an eye on tracking and letting your recipient know you have something heading their way.

You should have an order confirmation email with your order number in your inbox. It will start with #OP followed by a series of numbers. If you’re having trouble finding it, search for [email protected]. Be sure to check your spam folder in case it ended up there. If you still can’t find it, let us know and we’ll help you out! When you reach out please be sure to include which country you’re shipping to so we can help find your order more efficiently.

(If you’re looking for an exchange order confirmation, that will start with #EXC-OP and a series of numbers.)

Well, that’s a bummer — we’re so sorry that happened. Please click here and we’ll get you a replacement on the way ASAP. Please select “Delivery Issue” for your return reason so we can be sure to share this feedback with the appropriate teams.

We ship across Australia! We hope to be available in more countries, soon! Follow us at @ourplace on Instagram and join our mailing below to hear what we are up to (and where we are going) next!

We accept all major bank cards, Our Place Gift Cards, PayPal, Apple Pay and Google Pay. We currently do not have a Buy Now, Pay Later option but hope to have that available soon. Some payment processors such as Apple Pay, Amazon Pay & PayPal will default to shipping to the address associated with that account, so be sure to double check your details before placing the order!

We're not able to split payment across two cards at this time. Apologies for the frustration!

It happens! You're able to cancel your order within 60 minutes via a link at the bottom of your order confirmation email. From there, just place a new order so we can get that heading to the right place! If you have a one time promo code, just drop us a note after your new order is placed and we can credit you retroactively.

Once our warehouse team is packaging up your order we are unable to change any shipping information.

Oh no! First, please double check that you haven’t left off a letter or number from the discount code. This happens all the time! Second, check that you’re using the code on an applicable item. For example: if your code is for our Always Pan only, it won’t apply to our Perfect Pot (or vice versa).

If you’re still having trouble during the checkout process, please email us. It’s always appreciated when you’re able to include a screenshot of your cart so we can see exactly what issue you’re experiencing.

A little fine print: Promo codes can’t be doubled up, used in combination with our bundle or used on orders that include a gift with purchase. Promo code discounts are only valid on full price items. Promo codes are also subject to any terms and conditions associated with that specific promo code.

Wondering why your Our Place tracking number hasn’t updated? Hang in there! Here’s what might be causing the delay and what you can do next.

It can take 1 - 3 business days for the shipping carrier to start moving a package or update the tracking information. During the holidays or other high volume periods, this can take up to 5 - 6 business days for a package to scan in initially. Rest assured, your package will be on its way to you soon.

We do our best to monitor your packages and will likely reach out if we think anything might be going wrong with oyur order. However, if you don’t see any movement after 10 business days, please let us know and we’ll look into it for you.

In most cases, you’ll see it deliver within 1 business day. There can be a lag between the physical delivery date and tracking delivery date. If it’s been longer than 2 business days, please email us and we’ll look into what’s going on!

Not to worry! Depending on a variety of factors, your order may ship out in a few packages. You likely have another package your way so check to see if we sent an additional tracking number your way. You can either check your email (look for something from [email protected]) or reach out to us so we can look into your order for you.

We'll be here to help!

We off free shipping throughout Australia and have a fee for orders shipping to New Zealand! Our New Zealand fees are based on weight so will vary by the contents of your card. Shipping is non-refundable.

We hope you love our products as much as we do.

Unless otherwise stated (e.g., marked as “Final Sale”), we offer hassle-free exchanges or returns up to 100 days after your item has been shipped to your home or purchased in-store. You can return by mail or to one of our Our Place retail stores. If you need to return by mail, please click here to start your return. While original packaging is preferred, any box that can safely be shipped will do! You are required to ship an item back before receiving a refund or exchange (when applicable).

Original shipping costs are non-refundable. Once a return is started online, you have 28 days to send it back.

Additional terms + conditions can be found here.

First things first, let’s make sure you’re entering your order number correctly. It starts with #OP and you can find it in your order confirmation email. If the order number is correct and you still have any trouble, please email us. If you're not able to find your order number, please email us your full name, phone number, shipping address, and any other email addresses you may have used, and we’ll look into it for you.

Please note that we can only process returns or exchanges on purchases made directly from our site. Usually when we're not able to locate a return it means the information provided is incorrect or our product was purchased from a retail partner (which we are not able to assist with).

We're sorry to hear you're not loving the gift you received. We'd be happy to help facilitate an exchange for you within 100 days of when it was fulfilled. Since you received it as a gift, we recommend doing this as quickly as possible. We are not able to extend this window based on when your gifter gave you the product.

Step 1. Navigate to our exchange page here. Please click on "Don't have your order information" if that is not something you have handy so we can try to find that for you. Just a heads up if we're not able to locate the original order you might need to reach out to your gifter. We'll do everything we can to avoid that, though!

 

Step 2. Select the item you would like to exchange and the reason you are not loving it. If you’re exchanging more than one product, you’ll want to complete these steps for each item.

Step 3. Choose the new item you’d like and complete the checkout process. Exchanged orders will ship out as your item is received by our warehouse (if applicable).

Step 4. Print the prepaid shipping label(s) provided and mail in the package(s). Please send the item(s) back to us within 28 days when requested.

Step 1. Navigate to our returns and exchanges page.

Step 2. Select the item you would like to return. If you are returning more than one item, you'll need to repeat this process for each item.

Step 3. Follow the series of prompts to guide you through either an exchange or a return, depending on your preference.

Step 4. Print the prepaid shipping label provided and mail in the package. While original packaging is preferred, any carrier approved box will do. Please send the item back to us within 28 days.

Please note: Returns to your original form of payment generally take 2-3 weeks from the time you send the package until the warehouse receives and processes it. If a non Our Place product is shipped back, we're not able to guarantee it will be returned back to you. Please review our returns terms and conditions here.

Whoops! You're able to click "Edit or Cancel" on your order confirmation within 60 minutes of your order being placed. This will cancel your order so you can place a new one. If you've passed that time window, email us as soon as you can!

Once your order is in the fulfillment process, we are unable to make further edits and hope it fits in nicely! But every place is different, and if you need to exchange, please click here to do so.

Please note if you leave the country with your item, we are not able to provide a return label across borders.

Making more than one return? Here’s when (and how) you can combine items in a single shipment.

We use the information printed on your shipping label to process your returns, so consolidating items from different items will slow down the processing time for your refund.

Great question! In general we recommend using high smoke-point oils, avoiding aerosol cooking sprays, using low to medium heat and avoiding extreme temperature changes (think a hot pan being put under cool water immediately after cooking). Always hand wash, too!

Each product has some unique characteristics though so we'll outline those below but let us know if you have any more specific questions.

Before its first use, a quick hand wash with mild dish soap and a soft sponge will do! You'll always want to use low to medium heat to preserve the nonstick coating. Not to worry though, it is great at getting and staying hot!

Preheat gently. Start by preheating over low-to-medium heat for 90 seconds to bring your cookware to the appropriate temperature before adding oil, butter or fat. Don’t preheat for longer than 90 seconds without oil, butter, or fat.

Version 2.0 is compatible with all stovetops and is oven safe up to 232°C with or without the lid.

The beechwood utensil can also conveniently rest on the handle while cooking! It should always be hand washed and dried to not retain too much water. Throwing it in the dishwasher can ruin it, so please stick to hand-washing! We also recommend oiling it about once every month to avoid it drying out and cracking. You can use our Coconut Care Oil or any mineral oil to get it moisturized.

The lid knob and long handles on our products are designed to stay cool on the stovetop, but will get warm with prolonged use. The pan body and helper handle will get hot. Please be sure to handle all cookware with caution. We recommend using an oven mitt or our hot grips while cooking!

The exterior coating on our nonstick products can stain, so we recommend safely wiping away any drips so they don't burn onto the outside. If there is some staining, though, you can use a mixture of baking soda and dish soap to try and scrub the stains away and then rinse off with warm water. We don't recommend any harsher cleaning options as they can damage the color of your cookware. We also think a nice lived-in look is a great sign of a happy home cook!

Already in a sticky situation? Try boiling water with a few tablespoons of baking soda. Usually if you experience sticking, it's due to a thin film over the coating. This should remove that and get you slipping and sliding again!

A note for the Ceramic Nonstick Perfect Pot 5 L: Both handles on our full size Perfect Pot are helper handles so they'll both get hot when cooking. Use oven mitts or hot grips while cooking.

To clean your cast iron, stick to hand-washing only to ensure your pan looks and functions its best. Please also dry immediately afterwards. Do not let it sit in soapy water, as this can damage the enameled cast iron coating. If your cast iron product has any cooked-on bits of food you'd like to remove, you can deglaze it by simmering water with baking soda and breaking up any stubborn bits with the beechwood spatula.

Re-oiling the interior surface: If your cast iron is not performing as desired, rub a tablespoon or two of vegetable oil over the interior and heat on medium for 3-5 minutes. Afterwards, wipe away any excess oil once cooled. You can repeat this monthly or as desired before cooking or storing.

Our cast iron products may patina over time, but we understand wanting to remove stains on its exterior. Exterior stains can be removed with a little Bon Ami (or Bar Keeper's Friend) and some elbow grease. Usually, soap, water and a little elbow grease should do the trick!

Our Hot Grips are dishwasher-safe! We highly recommend only using them while actively moving your cast iron. They will get hot if left on for a long time on the stovetop and definitely in the oven (defeating their purpose!).

The Beechwood Spatula should always be hand-washed and dried to not retain too much water. Throwing it in the dishwasher can ruin it, so please stick to hand-washing! We also recommend oiling it about once every month to avoid it drying out and cracking. You can use our Coconut Care Oil or any mineral oil to get it moisturized.

All our cast iron products are oven safe! Below please find our maximum temperature recommendations by product:

- The Cast Iron Perfect Pot 5 L is oven-safe up to 260°C.

- The Cast Iron Always Pan 26 cm is oven-safe up to 215°C with lid and 260°C without the lid.

The dimensions for each item can be found under "PRODUCT DETAILS" for every item on our site. You'll find it just below the Add to Cart button. Just hit the plus sign to expand and see more info!

Our nonstick coating is designed to perform — here’s how to care for it so it keeps doing its thing, meal after meal.

We have a few different types of coatings (or lack thereof) so be sure to follow the instructions for the product line you have. If you aren't sure, send us a picture or ask us. We would love to help!!

Our toxin-free ceramic nonstick coating is easy to care for! To keep our nonstick coating in great condition we recommend the following:

* Stick to high smoke-point oils and avoid all cooking sprays.

* Use low to medium heat for stovetop use and stick within our recommended oven safe limits for your product(s).

* Only use soft non-metal utensils to avoid scratches (like the Beechwood Spatula or Spoon they come with!).

* Skip the dishwasher -- hand-washing with mild dish soap and a soft sponge should do the trick!

* Preheat gently. Start by preheating over low-to-medium heat for 90 seconds to bring your cookware to the appropriate temperature before adding oil, butter or fat. Don’t preheat for longer than 90 seconds without oil, butter, or fat.

* Preheat your pan for 90 seconds before adding oil or food.

* Coat your pan’s interior surface with at least a teaspoon of oil before cooking (more if fine if desired). The oil helps to kickstart the nonstick effect.

* A bristle brush is recommended for everyday cleaning of interior (to get into texture)

* Abrasives, such as steel wool, are safe to use on the interior, but should not be used on the exterior to prevent scratching

* For an easier way to clean any caramelization or stuck on bits from your pan: make a paste of baking soda and vinegar and scrub the interior or simply deglaze by boiling water with a tablespoon of baking soda on the stovetop.

* For a boost, you can rub a teaspoon of neutral oil on the interior of your pan after cleaning and before storing.

* Pre-heat dry for no more than 5 min on low-medium heat

* To help avoid sticking during cooking: Make sure oil/fat and cast iron get to full temperature before adding food.

* Deglaze pan with liquid for maximum flavor and easy cleanup

* Hand wash to preserve interior patina and dry immediately.

* For a deeper clean/removing any marks: Try a mix of 2 tbsp baking soda + white vinegar until it forms a paste (~1/8 cup) with warm water and gently rub with a non-abrasive sponge. Note: Any discoloration is normal for enamel cast iron and doesn't impact cooking typically it is just hard water deposits)

Yes! Nearly all Our Place cookware is induction-friendly. We recommend always trying different burners to try and find the strongest match. Usually a larger burner will do the trick but for some stoves, a smaller one that better matches the size of the cookware is better. Typically we have found if there is a connection issue, a different burner is a great solve!

 

The only exception is our dual-purpose Oven Pan. While it is (of course) friendly for the oven, the stovetop griddle capabilities are not induction friendly. Otherwise, induction stovetops - here come!

They sure are! The recommended temperatures vary by product but you can find the maximum recommendations for everything on the specific product page under "Care & Use". Just head to the page of product you are interested, click the + under "Care & Use" to expand and find details on the item you're looking for.

All our products are designed in LA and manufactured by artisans & factory partners in the US, Thailand, China, India, Morocco, Mexico and more.

To keep your Beechwood Spatula or Spoon in great shape, please hand-wash only! Do not put it in the dishwasher or soak it in water. Dry immediately after washing and reapply using mineral oil as needed to moisturize. We usually recommend monthly!

We're so happy you asked! It's a wonderful material that is easier to use than many give it credit for. Cast iron is wonderful for foods such as meats (think crispy exterior), baking (think breads) or even desserts like a big cookie cake!

Both products are stovetop, oven and induction compatible so you can't go wrong with either (or both!). The difference is the materials they are made out of. We'll outline some of the main uses for each but they work well together in a home to compliment each other.

The Ceramic Nonstick Always Pan 26 cm is a versatile ceramic nonstick pan that works great for recipes where a nonstick surface might be useful. It uses an aluminum core so heats up super quickly and requires less fat when cooking. Think eggs, sautés or anything that might get a little sticky. It's also a great choice for more delicate proteins such as fish, depending on how you're cooking it. It is the ideal piece for new home cooks as it makes home-cooking so easy and clean-up even easier.

The Cast Iron Always Pan 26 cm is an enameled cast iron that is heirloom-quality in its durability and can be used on the stovetop, in the oven, and in the broiler! It is the ideal piece for those home cooks wanting to take things up a notch. It does not need to be seasoned (although it can be to help prevent sticking) so it's easier than a raw cast iron pan. This will take a bit longer to get warm due to the nature of cast iron and may require more oil depending on what you're cooking. We love using this for searing meats, crispy chicken cutlets and cornbread.

We have a variety of classic (as well as some limited edition) colors that vary by product. You should be able to toggle between those based on the product you're looking for.

The compatibility for each add-on can be found under "COMPATIBLE WITH" for every add-on available our site. You'll find it just below the Add to Cart button. Just hit the plus sign to expand and see more info!

To use the Fry Deck, carefully place it on your Ceramic Nonstick Always Pan 26 cm or Ceramic Nonstick Perfect Pot 5 L once your food is finished frying. For a secure fit, be sure that the "feet" on the curved edge of the Fry Deck are placed on each side of the helper handle and outside of your Ceramic Nonstick Always Pan 26 cm or Ceramic Nonstick Perfect Pot 5 L.

Then you can use the chopsticks provided (or any non-metal tongs) to grab the fried food from the oil, place it on the secured Fry Deck and watch the excess oil drip right back into the cookware while your fried food gets perfectly crispy.

On each Hot Grip, there is a 'This Way Up' indicator on the interior of the longer side. So when using them, the larger half-circle (or longer side) should be what you use over the top of the Always Pan, Perfect Pot, Oven Pan, etc., to protect your thumbs. The shorter side would go underneath the handle.

While our Hot Grips are heat safe up to 230°C, we do not recommend leaving the Hot Grips on your cookware for the duration of cooking as they will get warm, defeating their purpose. Instead, simply pop them on when you're ready to move your cookware from stovetop to oven to table.

The Egg Poacher is one of our (not-so-secretly) favorite products for making every day feel like a Sunday Brunch at a local cafe.

Our Egg Poacher is compatible with our Ceramic Nonstick Always Pan 26 cm. As always, give it a quick rinse with soap and water before first use.

Bring just under 2 l of water to a boil in your Ceramic Nonstick Always Pan 26 cm. Once the water is at a boil, add 30 ml of white vinegar and gently stir. Turn the heat to medium and carefully place the platter and egg poaching cups into your Ceramic Nonstick Always Pan 26 cm.

A quick note: When in use, be sure to rest the bottom rim of the platter inside the pan lip for a secure fit. For safe handling, we recommend not placing the handles of the Egg Poacher over the handles of the Ceramic Nonstick Always Pan 26 cm.

Next up, crack an egg into a Mini Bowl (or any small bowl) and slowly pour the egg into a poaching cup. Once your eggs are in each poaching cup, turn off the heat, place your Ceramic Nonstick Always Pan 26 cm lid on the pan, and set a timer for 7 minutes. After the time is up, carefully remove each cup from the platter while draining any excess water back into the pan. Slowly remove each poached egg from the cup and serve!

Make sure you clean all the Wonder Oven’s components after each use with soap and warm water. The appliance and its included accessories are not dishwasher safe!

Be sure you give everything a chance to cool before handling any of the components for cleaning! That’s a big one — we don’t want you hurting yourself!

Don’t use any harsh abrasives or corrosive cleaning products, including cleaner sprays. As always, make sure you refer to the Wonder Oven’s user manual for a full breakdown on cleaning, care, and maintenance.

Want to see the Wonder Oven in action? Here’s where to find helpful how-tos, demos, and inspiration. Check out our Getting Started Guide here. The "Wonder Oven, Up Close" has some videos that might be super useful! We are always thinking up new content. If you want to see anything specific, please drop us a note.

No worries! Hopefully it turns up but just in case, you can download a new one here.

The Wonder Oven’s steam infusion works by creating a small amount of hot steam that locks in moisture, drawing out delicious aroma and flavor from your foods. It’s a magical cooking method that helps meats stay juicy and makes breads and desserts extra soft, fluffy, and delicious.

You’ll first want to turn on the Wonder Oven, set the time and temperature per the recipe, and wait for it to preheat (it preheats up to 75% faster than traditional ovens*). This is important — the steam infusion only works with a Wonder Oven that’s already hot.

Once the oven is preheated, simply remove the water inlet’s lid, flip it over, fill its measuring cup (no more than 2 teaspoons!), and carefully pour it in. That's when the wonder begins.

The Wonder Oven’s door will likely show condensation from the inside, where the hot steam is making its magic.

Quick note: Use only water for steam infusion — distilled or filtered is not necessary, off the tap works fine. No oils, broths, or seasonings. We mean it!

For best results, we recommend using the components and accessories that come with the Wonder Oven. But, that said, you can use any heat-proof, oven-safe dish, and aluminum foil where necessary to provide a protective layer. Do not put the following in the Wonder Oven to cook: parchment paper, baking paper, paper baking cups, plastic, or silicone.

The Wonder Oven comes with the following components in the box:

If you’re looking to double up, we offer Accessories Bundles, which includes an additional Air Fryer Basket and Bake Pan. Make double portions of cookies, wings, veggies, whatever, thanks to the genius multilevel cooking capability! If you're having trouble with any other parts, drop us a note and we'll see if we might be able to help.

Yep. All that powerful engineering inevitably creates some heat! Allow the Wonder Oven to cool before touching or handling, and use heat-resistant pads or insulated oven mitts just to be safe!

Wondering if it’s safe to store your Our Place appliance in a cabinet? Here’s what to know about putting it away between uses.

Only if you’re storing it! Never, ever operate either appliance inside an enclosed space.

The Wonder Oven needs at least 1 inch of clearance on all sides from anything else on your counter — including walls.

We believe in the power of home cooking to bring people together. We have an in-depth answer to this question here that does a great job speaking to who we are, what we value and the difference we aim to make.

We know that what we make is connected to the health of the earth we share. That's why we invest in products made from thoughtful and responsible materials. Our glasses are made from a portion of recycled glass and natural sand. Our Always Pan is manufactured with 100% post-consumer recycled aluminum. Our packaging is free of traditional plastics, and innovatively designed to eliminate the need for a shipper box, and our box is fully recyclable and biodegradable. Our products are also intended to streamline your kitchen, and reduce the number of items you need to buy. These are just some of our initial sustainability practices, with many more in the works, and if you have any other suggestions for us, we'd love to hear them!

Batch numbers can be found on all our products although the placement varies by item. Please find the specific product below and we'll include a description of each. Images are helpful it's appreciated when you can type out the code for us as well!

Batch code will be placed on the underside of the handle OR on the induction place.

The batch code will be located on the bottom of the appliance in the rating label.

Sorry to bug you! All of our emails have an “unsubscribe” link at the bottom. You can either unsubscribe or modify your preferences to receive just the most important updates. You can also email us with the subject line "Unsubscribe" and we’ll be happy to help.

Amazing! Send us a note at [email protected].

Please note this email is not equipped to review customer inquiries. Those should be directed to [email protected].

Looking to join the team? You can view all our current open jobs here.

If you're questioning "is this seasoning or the pan coating?" it's probably good you're here. We recommend giving your cookware a rigorous cleaning with non-abrasive scrubbers to see if that will do the trick and remove any residue. Check out the tips and tricks for our products – they may work for any products in your home, too! If you've still got residue after cleaning or some serious scratching on your cookware it may be time to update (though a few scratches is okay and very normal).

Looking ahead for upcoming sales? Here’s how we share discounts — and what to know about shopping smart. You can sign up for marketing emails here (scroll to the bottom!) to be the first to know!

Curious what happens to returned items — or how we approach sustainability and giving? Here’s how we reduce waste and give back, the Our Place way.

We are always sourcing partners who might be able to accept lightly used kitchenware. If you know of a partner we'd be able to work with please do reach out to us. We'd love to learn more about organizations that are important to you.

Can’t find a piece you were eyeing? Here’s why some items come and go — and how to know what’s coming next. We often do limited editions of our products and generally don't bring those back in stock.

If it's something we're thinking about though, we usually have a waitlist so we can better understand what you're interested in. If it's gone from our site, chances are it's gone for good.

 

Feel free to email us or give us a shout so we can pass the feedback along if you'd like, though!

 

Please note, we're not able to share our plans for future products so we won't be able to share if (or when) we're bringing something back. Sign up for our mailing list and follow us on Instagram (@ourplace) to be the first to know!