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Your one-stop shop of Japanese and Korean cookware and tableware
Your one-stop shop of Japanese and Korean cookware and tableware

Frequently Asked Questions (FAQs)

About Us

Where can I find your store?

You can find us at My Cookware in Sydney, Chatswood. Click here for more location details.

How can I reach out to you?

You can contact us using any of the following methods:

  • Chat box: Conveniently access previous purchases and chat records using the chat box in the lower right corner of our page.
  • Email: Drop us a line at hello@mycookware.com.au.
  • Phone: Give us a call at 02-94132270.
  • Text Message: If the line is busy, you may send us a text message using this link.
What warranty do you provide?

We stand behind what we sell with a 100% Australian warranty. For more details, please visit our Australian warranty page.

What are your business hours?

We are committed to providing same-day responses during our business hours, which run from 10:00 am to 5:30 pm (AEST), Monday to Sunday.

What makes your brand and products uniquely superior?

Since our establishment in 2014, we've been passionate about bringing you the best in Japanese and Korean cookware and tableware. Our products have been selected by distinguished places like Crown Sydney, By Sang, Ormeggio at The Spit, and Sheraton Hotels' restaurants for their needs.

Our attention to detail and dedication to quality have garnered high customer satisfaction and outstanding reviews.

Shipping

Where are the orders shipped from?

All orders are shipped from our primary location in Sydney, Australia. Orders are typically dispatched within 1-2 business days.

What courier service is used for delivery?

We partner with Australia Post for daily collections from our premises. At checkout, you can select between Australia Post and Express Post for your delivery service.

What precautions are taken for fragile items during shipping?

Fragile items are packed with additional care to prevent damage during transit. Learn more.

Can I include a gift note with my order?

Yes, you can select the gift note option on the cart page to include a personal message.

What are the shipping rates for different regions?
  • Australia: Free shipping for orders over $99. A flat rate of $9.90 applies for orders under $99. Express Post option available for a flat rate of $14.90.
  • New Zealand: Flat rate shipping of NZ$24.90.
  • United Kingdom, United States, and Canada: Enjoy a uniform shipping rate of $30 in your currency.

Click here for more information, incudling delivery timeframes.

Payment Options

What payment methods are accepted?

We accept credit cards, PayPal, Google Pay, Apple Pay, AfterPay, and ZipPay for instant payments. We accept Visa, Mastercard, Amex, and UnionPay.

How do I use PayPal's Pay in 4 option for payment?

Please refer to the 'How to Pay with PayPal Pay in 4' page for details.

How can I use AfterPay or ZipPay for payment?

Please refer to the 'How to Pay with AfterPay and ZipPay' page for details.

Is there a discount available for first-time buyers?

Yes, there is a 5% discount for first-time buyers by joining our community. Fill in the information, and you will receive the discount code by email. Then you may apply the code at checkout. In case you input the details without receiving the discount code, contact us.

How can I contact customer support?
  • Chat box: Located at the lower right corner of our site.
  • Email: Send us a message at hello@mycookware.com.au.
  • Phone: Call us at 02-94132270 during our trading hours, 10:00am to 5:30pm (AEST).
  • Text Message: Send a text to +61480032270.

Returns

What is the refund or exchange policy?

We offer a 30-day free refund or exchange policy. Returned items must be in new and unused condition. More details can be found here.

Which products are exempt from the return policy?
  • Due to hygiene reasons, we do not accept returns of thermal products, such as jugs, flasks, and cups.
  • We do not accept returns of charcoal products, such as Binchotan.
  • We do not accept returns of Okunoto konro grills due to their fragile nature.
  • We do not refund shipping fee.
What are the instructions for initiating a return?
  • Email us your order details at hello@mycookware.com.au.
  • We will send you a link to our return portal by email.
  • After you enter your information in the portal, a barcode or label will be generated with instructions on how to return the item.
What is the policy for overseas orders?
  • For our valued customers overseas, if you need to return an order, it would be necessary for you to cover the return shipping costs. While we are happy to process refunds, we unfortunately cannot offer exchanges for international orders.
  • Please ensure that any items returned are in their unused and original condition. We appreciate your understanding.

Warranty

What is the procedure for warranty and repair enquiries?

Please click here for warranty and repair enquiry. Our response time is usually the next day.

What is covered under the warranty?

Our products are warranted to be free from defects in material and craftsmanship for one (1) year from the date of purchase.

What is not covered under the warranty?
  • Products that are no longer under warranty.
  • Cookware with marks and discoloration.
  • Stainless steel and carbon steel cookware with pits.
  • Nonstick cookware that begins to stick.
  • Stainless steel, carbon steel, and clay cookware that sticks.
  • Rice cookers infested with cockroaches and other creatures.
  • Accidental damage, misuse, or commercial use, improper cleaning, neglect.
  • Misuse of a product involves using it for a purpose that is not intended.
  • Replaceable parts such as handles and gaskets.

International Orders

Which overesea countries do you ship to?

We ship to New Zealand, United Kingdom, United States, and Canada. You can select your country at checkout.

How is the currency determined for international orders?

The website should load up your currency based on your country. Alternatively, you may use the country selector at the top right corner.

What are the shipping costs for international orders?
  • The shipping cost for customers in New Zealand is NZ$24.90.
  • For other countries, the shipping cost is $30 in their local currency.
Is AfterPay available for international customers?

AfterPay is available to customers in New Zealand, but not in other countries. You may also use PayPal Pay in 4.

Are there any products unavailable to overseas customers?

Some products such as donabe, rice cookers, grills, and charcoal are not available to overseas customers.