Shipping & returns.

1. Order processing

Production begins when the deposit is received and the pre-production sample and artwork are approved in writing. Approval delays on packaging or finish move the shipping date by the same number of days.

2. Shipping methods

We quote EXW, FOB, CIF and DDP. Sea freight is standard for bulk orders; air and express cover samples and urgent replenishment. Metalware is heavy, so the freight basis has a material effect on landed cost — we quote the realistic option, not the cheapest-looking one.

Transit times are estimates and depend on carrier schedules, customs clearance and inland transport. We share the booked schedule and tracking reference once the shipment is on its way.

3. Packaging & protection

Metalware needs protection against impact and abrasion in transit. We pack according to the product and the route:

• individual protection for coated and polished surfaces;
• retail-ready cartons with product labels where required;
• export cartons with corner protection and palletisation for container loads;
• desiccant or moisture protection for long sea voyages where appropriate.

Retail packaging, gift boxes, hangtags and multilingual labels can be produced to your artwork. We check that mandatory warnings and symbols are present; final marketing and regulatory sign-off remains with the brand.

4. Export documents

Standard export documentation includes:

• commercial invoice and packing list;
• bill of lading or air waybill;
• certificate of origin (on request);
• food-contact test reports and declaration of compliance for the destination market;
• product specification sheet and approved-sample reference.

If your market requires additional certification, labelling or language versions, tell us at the quotation stage so it is built into the cost and the timeline.

5. Damaged or incorrect goods

Inspect the shipment on arrival. If cartons are visibly damaged, note it on the delivery receipt before signing where possible. For any damage, shortage or incorrect item, contact us within 7 days of delivery with:

• photos of the outer carton and the shipping label;
• photos of the affected units, including the packaging;
• quantity affected and the order or invoice number.

We compare the claim with the approved sample and the pre-shipment inspection record, then confirm replacement, repair or credit. Confirmed production defects are covered by replacement or credit; transport damage is handled with the carrier under the agreed shipping terms.

6. Returns & warranty

Most orders are produced to order, so returns are accepted for confirmed manufacturing defects rather than change of mind or over-ordering. The standard warranty period is 12 months from delivery for manufacturing defects under normal use appropriate to the product.

• Raise a return request through our team before sending anything back.
• We issue a return authorisation (RMA) with the correct address and reference.
• Goods must be returned in the condition received, with original packaging where possible.
• Confirmed defects are replaced, repaired or credited at our discretion.

Customised products, clearance items and products damaged by misuse, overheating, metal utensils on non-stick surfaces, or incorrect cleaning are not returnable. This does not affect statutory consumer rights where applicable.

7. Care & correct use

Warranty and product performance assume correct use. Follow the care instructions supplied with the product: use the appropriate utensils for coated surfaces, avoid sudden temperature shocks, do not overheat empty pans, and dry promptly where hand washing is required. Damage caused by use outside these instructions is not covered.