FAQ
The questions we get asked most.
Orders & Shipping
Where is my order?
Orders leave our Auckland studio within 1–2 business days (Monday–Friday). Once it’s on its way, you’ll get an email with a tracking link. Can’t find it? Check your spam folder, then email us with your order number.
How much is shipping and how long does it take?
New Zealand: free Express over $100, otherwise $8.95, 1–2 business days. Australia: free over $150 AUD, otherwise $15 AUD, 3–10 business days.
Which countries do you ship to?
We ship to New Zealand and Australia.
I need my order urgently. Can I pick it up?
We’re a studio in Auckland, so if you need your order within 24 hours and would like to pick it up, email us before you order and we’ll do our best to make it work.
Can I change or cancel my order?
Email us as soon as possible with your order number. If your order hasn’t been packed yet, we can change it or cancel it and refund you in full to your original payment method. Once it has shipped, we can’t change or cancel it.
Pre-orders
When will my pre-order ship?
Pre-order cups show their ship date on the product page, just above the Single / Set of 2 / Set of 4 buttons. We’ll email your tracking as soon as it’s on its way.
If I order a pre-order item with in-stock items, do they ship separately?
No. Your whole order ships together as one package once the pre-order item arrives in the studio.
Products & Care
Are the glasses dishwasher safe? Can I use them for hot drinks?
Most of our glassware is dishwasher safe and fine for hot drinks. Icon Cups are dishwasher safe but made for cold drinks only, and pieces with wooden parts are hand wash only. Each product page lists its care details.
My cup looks slightly different from the photo. Is that normal?
Yes. Our Icon Cups are hand-blown, so small differences in shape, size, colour and the odd tiny bubble are part of the handmade process. No two are exactly alike.
How do Mix & Match and Icon Cup Sets work?
With Mix & Match you pick any 4 Icon Cups for $145. Icon Cup Sets are ready-made sets of 4 (Fruit, Sweetheart, Speckle, and Pups & Friends), also $145.
Payments
What currency will I be charged in?
Prices show in NZD, or in your local currency (such as AUD) depending on where you’re shopping from. You’re charged in the currency shown at checkout. NZ prices include GST.
Can I pay with Afterpay?
Yes. Customers in New Zealand and Australia can choose Afterpay at checkout.
Returns & Damages
My item arrived broken. What do I do?
We’re so sorry! Email us within 48 hours of delivery with your order number and a photo of the item and the box, and we’ll sort it out.
Can I return something?
Because each piece is handmade, we can’t accept returns for change of mind. Faulty or damaged items are covered, see above.
Still have a question?
Contact UsFull shipping rates are on our Shipping & Returns page.