FAQs

We’ve tried our best to answer all those deep burning questions! However, if there is something we have missed, please email us at hello@cutlerycarriage.com and, if applicable, include your full name and order number so we can respond to your enquiry.

 

Customer service hours:

Our business hours are Monday-Friday 8am-6pm, and some days are crazier than others so please allow up to 48 hours for us to respond.

 

How long will delivery take?

For Australian orders:

Same-cities: overnight delivery after dispatch

Nearby cities: 2-3 business days after dispatch

Sendle is a registered B Corp and Australia's first carbon neutral delivery service partnering with Climate Friendly.

 

For International orders:

We ship international orders with a fully trackable DHL service. 

Processing time for international orders are 2 business days. Delivery times from dispatch will vary depending on the destination Country's shipping zone. Please see our Shipping and Delivery page for more information in regards to shipping times.

PLEASE NOTE - Some countries may charge import duties or other local charges. This is a local government charge and we have no control over this. It is your responsibility to pay for any of these fees.

 

Can I track my order?

You certainly can! Following an order confirmation, you should receive a second email with your tracking number once your order has been shipped. If you don’t receive this confirmation email, please contact us at hello@cutlerycarriage.com

 

Where is my order? 

If your order seems to be taking longer than expected please contact hello@cutlerycarriage.com.

 

What is your return policy?

We’re happy to return (refund) your full-priced Cutlery Carriage, within 14 days of delivery, if it has not been used. Must be in resalable condition with packaging. Products received after 14 days or not received in original condition will be issued a credit available to be used online.

For the processing of your exchange / return, please allow 2-3 weeks. A refund will be issued to the original form of payment. You will receive confirmation by email when your return is completed. Shipping and other charges are non-refundable.

Please do not return products to us without contacting us first, we do not accept liability for any items returned to us without authourisation.

For manufacturing defects, full refunds or exchanges are available within 3 months of purchase. Contact us at hello@cutlerycarriage.com for more information and make sure to include your full name and order number.

It could take up to 15 days for a refund to reflect on your credit card.

If your Cutlery Carriage wasn’t purchased on www.cutlerycarriage.com please refer to the retailer’s returns and exchange policy where you purchased the product.

 

Am I able to change or cancel my order?

As we start working away on your order as soon as it’s in, we unfortunately are unable to make any changes or cancellations to an order after it has been placed and confirmed, give it a chance, you’ll be thrilled!

 

Is it safe to shop on cutlerycarriage.com?

We wouldn’t have it any other way! All of your payment information is kept safe and secure and you can check out with PayPal or your credit card. Please review our Privacy Policy for more information.

 

What payment methods do you accept?

We accept Visa, Mastercard and Apple Pay.

 

Do you have a brick and mortar store I can skip along to?

Currently, we are online only.

 

What if I receive a damaged item?

Please contact our customer service team immediately at hello@cutlerycarriage.com

 

Can I place an order without creating an account?

Absolutely! But we think it’s more fun to create an account as if you do, you can track your orders more easily, and even can sign up to our monthly newsletter for hints and tips with lunches as well as keep up with the latest happenings here at Cutlery Carriage.

 

Want to sell Cutlery Carriage in your store? 

If you are interested in getting some of that Cutlery Carriage goodness into your store and want to set up a wholesale account, just send your information to orders@cutlerycarriage.com.

 

How do I ensure my product lasts?

Your Cutlery Carriage is dishwasher safe, however washing on the top shelf only is recommended.

We have a 3-month warranty policy in case of any manufacturing defects. We offer exchanges or full refunds.