If it doesn’t suit your kitchen

Start where you paid

Your order lives in the account you used at our retail partner, and so does the returns window, the label and the money coming back to your card. Open the order there and follow their steps. We have no way to look up an order or to move money, because neither ever passed through us.

Please do not send a tool to the address at the bottom of this page. There is nobody there to receive it, and a parcel sent to us is a parcel outside the partner’s window while it sits in the hallway.

If the tool itself is at fault

A cracked handle, a lid that will not seat, a weld that gave up, a piece missing from a set. That one is on us, and we want to know about it even if you have already sorted the money out with the partner.

Write to us with the tool, roughly when you bought it and a photo if the fault shows in one. Faults tell us which run went wrong, and that is how the next run gets better.

Before you decide it is wrong

Cast iron arrives dark and a little rough and gets better with use. Nested funnels feel stiff for the first few pulls. Silicone holds a smell from the first strong thing you put through it and loses it after a wash or two. None of those are faults, and the notes pages say more about each.