Answers to the questions we are asked most often about ordering, shipping, payment, returns and warranty. If your question isn't here, contact us and we'll get back to you the same day during business hours.
About My Cookware
Where is your store?
Our shop is at Victoria Plaza, Chatswood, in Sydney's north. Opening hours, directions and parking are on our Sydney Store & Support page.
How can I contact you?
- Chat: use the chat box at the lower right of any page. You can see your previous orders and chat history there.
- Email: hello@mycookware.com.au
- Phone: 02 9413 2270
- Line busy? Send us a text — this number is for text messages only and cannot take calls.
What are your business hours?
10:00 am to 5:30 pm (AEST), Monday to Sunday. We reply to messages the same day during these hours.
Who is My Cookware Australia?
We have specialised in Japanese and Korean cookware and tableware since 2014, with an online store and a physical shop in Chatswood, Sydney. We are a supplier to The Cook Up on SBS Food, and our products are used by restaurants including Crown Sydney, By Sang, Ormeggio at The Spit and Sheraton hotel kitchens. Read more on our About page.
Shipping
Where are orders shipped from?
All orders ship from Sydney, Australia, and are usually dispatched within 1–2 business days.
How much is shipping within Australia?
- NSW: free on orders over $99; $12.90 on orders under $99. Express: $19.60 flat rate.
- Rest of Australia: free on orders over $149; $12.90 on orders under $149. Express: $19.60 flat rate.
Delivery timeframes are on our Shipping & Delivery page.
Do you ship to New Zealand?
Yes. New Zealand is the only country outside Australia we ship to. Shipping is a flat AUD $24.90 and delivery typically takes 8–27 business days. Select New Zealand at checkout and prices display in your currency; you can also use the country selector at the top of the page.
Some products cannot be sent to New Zealand, including rice cookers, grills and charcoal.
Which courier do you use?
Australia Post collects from us daily. At checkout you can choose standard Australia Post or Express Post.
How are fragile items packed?
Fragile items are packed with extra protection for transit. See how we pack and what to do if a parcel arrives damaged.
Can I add a gift note?
Yes. Select the gift note option on the cart page and add your message.
Payment
What payment methods do you accept?
Visa, Mastercard, American Express and UnionPay, plus PayPal, Google Pay and Apple Pay.
Can I pay in instalments?
Yes, with PayPal Pay in 4: four interest-free payments over six weeks. See how to pay with PayPal Pay in 4.
Do you accept Afterpay or Zip?
No. We no longer offer Afterpay or Zip. PayPal Pay in 4 is available as an instalment option.
Is there a discount for first-time customers?
Yes, 5% off your first order when you join our community. The code is emailed to you and applied at checkout. If it doesn't arrive, contact us.
Returns
What is your return and exchange policy?
You can return or exchange within 30 days. Items must be new and unused. Return shipping is AUD $14.90. Full details are on our 30-Day Returns & Exchanges page.
Which products can't be returned?
- Thermal products such as flasks, jugs and cups, for hygiene reasons.
- Charcoal, including binchotan.
- Okunoto konro grills, because of their fragile nature.
Original shipping fees are not refunded.
How do I start a return?
- Email your order details to hello@mycookware.com.au.
- We send you a link to our return portal.
- Enter your details in the portal and a return label or barcode is generated with instructions.
Can I return an order from New Zealand?
Yes, for a refund. Return shipping is at your cost and items must be unused and in original condition. We can't offer exchanges on international orders.
Warranty
What warranty do you provide?
All products come with a one-year Australian warranty against defects in materials and workmanship from the date of purchase. Details are on our Product Support & Warranty page.
How do I make a warranty or repair enquiry?
Submit a request through our Product Support page. We usually respond by the next business day.
What isn't covered by the warranty?
- Products outside the warranty period.
- Marks, discolouration or pitting on cookware.
- Non-stick cookware that begins to stick; stainless steel, carbon steel or clay cookware that sticks.
- Damage caused by pests or insects.
- Accidental damage, misuse, improper cleaning, neglect or commercial use.
- Replaceable parts such as handles and gaskets.