Shipping & Delivery

Delivery Method

We only ship orders in Australia, but we ship absolutely everywhere across Australia.

Once you place your order, we’ll send it off via Australia Post and their eParcel service.

To make your delivery as quick and safe as possible, Australia Post have removed the requirement for a signature on delivery. The courier or staff member will ask and record your name, and acknowledge delivery in the system. You will need to be home for this to occur, otherwise standard delivery procedures will ensure. We promise not to judge you if you’re in your fluffy slippers.

If you have specified a recipient of your order who is not you (lucky them!) and you accept evidence of their name at the nominated address, then that is evidence of fulfilment for us.

Shipping Time & Tracking

We know it’s tempting to set up a chair at your front window as soon as you’ve placed an order, but there is a better way.

After your order has been dispatched, a confirmation email will be sent to the email address you provided with an Australian eParcel tracking number. You can track the shipping status of your order at Australia Post.  

If you haven’t received your full order, take another look at your tracking and see if other parcels are still on their way. Then get excited for another delivery!

Shipping Costs

Life’s already complicated. That’s why we’ve made our shipping costs simple.

Orders over $80 (inclusive of GST) come with FREE standard shipping.

Orders under $80 (inclusive of GST) have a flat rate of $12.50 for standard shipping.

Warranty

Warranty: Cookware

The kitchen is the hub of your home, which is why we want to ensure the quality of everything you fill it with. Which is why we offer a 10 year warranty on our cookware. An entire decade! Why? Because we guarantee that each piece of cookware is free from defects in material and workmanship under intended normal use.

At our discretion, we will replace or repair any defective part or item at any point in the 10 years.

Please note, warranty does not cover damage  caused  by  misuse,  accident,  abuse  or  negligence. Scratched, stains, discoloration and damage caused by abuse or overheating are not covered by this warranty. This warranty does not exclude, restrict or modify any state or federal legislation applicable to the supply of goods and services.

Show Your Cookware You Care

A bit of TLC will help your cookware last for years and years. Follow these easy steps to get the most out of your new fave cooking items.

  • Hand wash is recommended, just remember whoever cooked doesn’t have to clean it !
  • Do not clean with abrasive cloths or cleaners (looking at you, steel scourers)
  • Do not use metal tools
  • Do not leave pan unattended on the stovetop
  • Do not overheat an empty pan or exceed moderate temperature on your cooktop when pan is empty

Please note that care instructions vary depending on the style and function. Refer to the care instructions specified by salt&pepper on the packaging.

Forgetful with receipts? Guarantee your warranty and fill out our warranty registration form.

Warranty: Salt & Pepper Mills - salt&pepper

The kitchen is the hub of your home, which is why we want to ensure the quality of everything you fill it with. Which is why we offer a 25 year warranty on our salt and pepper mills. A quarter century!

Take a look at the packaging for the selected salt and pepper mills that come with a 25 year warranty.

Selected salt and pepper mills come with a 25 year warranty for the ceramic mechanism alone. Warranty that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

The benefits of this warranty are in addition to any rights and remedies imposed by Australian State and Federal legislation that cannot be excluded. Nothing in this warranty is to be interpreted as excluding, restricting or modifying any State or Federal legislation applicable to the supply of goods and services which cannot be excluded, restricted or modified.

Caring for Your Salt and Pepper Mills

A bit of TLC will help your salt and pepper mills last for years and years. You can find the directions for care instructions on the product packaging. Happy shaking!

Forgetful with receipts? Guarantee your warranty and fill out our warranty registration form.

Warranty: Knife Block - salt&pepper

The kitchen is the hub of your home, which is why we want to ensure the quality of everything you fill it with. Which is why we offer a 25 year warranty with the purchase of your knife block. A quarter century!

Take a look at the packaging for the selected products that come with a 25 year warranty.

25 Year Warranty

We guarantee that all stainless steel knives will be free from defect in material and workmanship under intended normal use. At our discretion, we will replace or repair any defective product within a period of 25 years from when purchased.

Please note, warranty does not include any damage caused by misuse, accident, abuse or negligence. Chips, broken tips, discoloration and rust spots are not covered in this warranty. Instructions for keeping your knives in good nick can be found below.

This warranty does not exclude, restrict or modify any state or federal legislation applicable to the supply of goods and services.

Caring for Your Knife Block

A bit of TLC will help your knife block last for years and years. Follow these simple steps to get the most out of it.

  • Keep your knife set stored in the knife block This will protect it from damage while not in use.
  • Although the knives can be washed in the dishwasher, chemicals used in many dishwashing detergents can cause harm to metal and there is risk of leaving marks on the We highly recommend washing the knives by hand and drying them immediately with a soft cloth before storing. Just don’t drop them in the bottom of the sink!
  • Please wipe the wooden knife block with a damp cloth, dry thoroughly before storing in a cool, dry and well-ventilated Do not submerge or soak in water, as this may cause cracking.
  • Please avoid direct sunlight when storing the knife
  • Do not use aggressive detergents or abrasive materials on knives, as these may damage or scratch the blade causing
  • Cutting surfaces should be smooth for best cutting results, such as wooden and polyethylene cutting
  • Avoid cutting on surfaces that may damage the blade such as porcelain tiles, laminate surfaces and stainless
  • As some food acids can cause staining, it is recommended that knives be cleaned after each
  • For your safety, knives should be washed and dried individually, keeping the cutting edge away from the hand and drying the blade from the back to the cutting
  • Never test the sharpness of a blade by running your finger along it!

Please note that care instructions vary style to style. Refer to the care instructions specified by salt&pepper on the packaging.

Forgetful with receipts? Guarantee your warranty and fill out our warranty registration form.

Warranty: Generic

Our products have been developed to become a part of your home. To witness joy, laughter, fighting, tears, tantrums, bad cooking, good cooking and good times. As a result, all of our products are designed and produced using high quality materials and undergo quality control checks before they even land on a shelf for you to purchase. We therefore proudly support all our products with a 1 year warranty.

1 Year Warranty

We guarantee that all salt&pepper products are free from defects in material and workmanship under intended normal use. We will, at our discretion, offer a replacement or refund for any defective product or parts within 1 year of purchase. This does not include any damage caused by misuse, accident, abuse, negligence or by not following care instructions specified by salt&pepper. Our advice: always handle with care.

This warranty does not exclude, restrict or modify any state or federal legislation applicable to the supply of goods and services.

To make a claim, please contact customer service. Please note you may be required to provide proof of purchase and return the product for assessment.

If your claim is assessed as valid, any decision to replace or repair a product is to the discretion of the salt&pepper team under the guidance of state and federal legislation. A new product with equivalent features and retail price will be opted for if an identical replacement product is not available.

Even the best designed homewares need a little love. That’s why we recommend you always follow the care instructions provided for each product, so you can get the best out of your new homewares!

Extended Warranties:

Forgetful with receipts? Guarantee your warranty and fill out our warranty registration form.

Warranty: Robert Welch

We pride ourselves on our design, craftsmanship and the quality of materials used in our products at Robert Welch. The processes employed during design and manufacturing give us confidence that our customers will enjoy the use of our products each and every day, and for many years into the future.

As a result of our focus on the design and manufacturing practices, we can offer a Lifetime Guarantee* against manufacturing defects on our stainless steel cutlery and Signature knives and a 25 year guarantee for all our other products.

We are of the belief that providing your Robert Welch product receives care and attention, it will last a lifetime. We encourage you to read our care instructions.
Please note that the Robert Welch guarantee does not cover damage resulting from:

  • Normal wear and tear
  • Accidental damage
  • Negligence or abuse
  • Failing to follow our care instructions.

The Robert Welch guarantee do not affect your statutory rights.

*The Robert Welch Lifetime Guarantee is valid for 50 years.

Forgetful with receipts? Guarantee your warranty and fill out our warranty registration form.

Refunds & Returns

Faulty products

Our products have been developed to become a part of your home. To witness joy, laughter, fighting, tears, tantrums, bad cooking, good cooking and good times. As a result all of our products are designed and produced using high quality materials and undergo quality control checks before being sent to your home.  We therefore proudly support all our products with a minimum 1 Year Warranty.  Some products have extended warranties. 

If  you believe that your product is faulty please complete the online form and provide, where possible, your invoice number, date purchased, where you purchased the product plus photos of the product if it is possible to see the fault you are experiencing. This information will help us determine the next steps. 

Damaged Products

While we are proud of the processes we have in place to ensure our products arrive at your home in one piece, sometimes in transit the boxes aren't handled with the love we would hope.

If you have received one or more broken or damaged products, complete the online form including your invoice/order number. Take a few (not-so-happy) snaps of the damaged products and upload to the form where prompted.

We apologise for the disappointment you have experienced and we’ll be working hard to organise a replacement as quickly as possible. Can’t wait to be a part of your home soon.

Incorrect Products

Oh dear, it seems there’s been a mix up! We’re very sorry to hear that you’ve been sent the wrong item.

Please complete the online form providing your invoice/order number and details of the product/s you received.

We’ll be doing everything we can to get the right item in your hands as soon as possible. We apologise for any inconvenience this has caused.

Exchanges

Changed your mind about a product you’ve purchased from us? It happens! You're welcome to return it for an exchange within 30 days of purchase. We unfortunately cannot exchange gift cards or clearance products, sale is final.

In Store

Take your online order into your local salt&pepper store to exchange for product/s of equal value. Please ensure you return the product unused and in its original packaging. You will need to bring the receipt as proof of purchase. You’ll be offered a gift voucher if you do not exchange for product/s of the same value. It’s a win-win.

By Post
To complete a refund, your product/s must be in good condition, this means:

  • Products are unused
  • Products are in their original packaging with all stickers and tags still attached
  • Proof of purchase or invoice number provided (online only)

If you do not have the original receipt or proof of purchase, we will happily exchange or provide a gift voucher valued at its current retail price, as long as the purchase meets the above criteria. We’ll always look for a solution to leave you smiling.

Refunds

Changed your mind about a product you’ve purchased from us? It happens! You're welcome to return it for a refund (excluding shipping costs) within 30 days of purchase. We unfortunately cannot gift cards or refund clearance products, sale is final.

In Store
Take your order into your local salt&pepper store with your proof of purchase. One of our homeware heroes will be happy to help. Please ensure you return the product unused and in its original packaging. You will need to bring the receipt as proof of purchase.

By Post
Contact our customer service team by completing the online Please provide your invoice/order number and request an RA number. Don’t worry, this is as confusing as it gets.
Our team will provide a Returns Form at the same time as the RA Complete this form including the RA number provided. See? Easy!
Carefully package the product up with a copy of the Returns

To make sure your item is returned safe and sound, we suggest using the same protective packaging it arrived in to keep it snug. We also recommend returning the product via registered post or courier for your peace of mind. Returns that are damaged may not be accepted and sent back to you and/or a refund refused.
Send to:

ATT: salt&pepper Returns
Gate 1, Door 4
12 Efficient Drive
Truganina, VIC – 3029
The purchase price (excluding shipping charges) will be refunded to you using the original payment method once we have received the item in original condition.

If you do not have the original receipt or proof of purchase, we will happily exchange or provide a gift voucher valued at its current retail price, as long as the purchase meets the above criteria.

Orders

Delayed Orders

Oh no! We’re coming as fast as we can, however we’re aware that some deliveries are experiencing delays.

This is a result of new systems which have been implemented due to COVID-19 in an effort to protect and mitigate any level of risk to our customers and staff. That’s why we say please allow 7–10 days for delivery.

Deliveries may also take longer than usual due to the current demand on Australia Post (we’ve all been there). Please check your tracking details included in the shipping confirmation email you will receive from Australia Post.

Thank you for your patience, it’s a tough time to be a parcel but we appreciate your understanding.

Order Cancellation/Changes

Need to cancel or change your order? You could be in luck!

Please contact one of our friendly customer service representatives.

If your order has not yet started the packing process in our warehouse and cancellation or changes remain possible, we will assist you.

Store Locations & Opening Hours

salt&pepper Stores and Partners

We currently Brand Stores across Victoria and partner with Myer plus a select number of specialty stores.

 - Brand Store location and opening hours.

Myer location and opening hours.

My Account

I can't login to my account?

You might have noticed a few changes to the salt&pepper website, we are very excited to have launched a brand new website!

The new website is full of upgrades, however from Monday 20th February 2023 you will be required to create a brand new account. It's as easy as making that arvo cup of tea, sign up here and enjoy the new shopping experience!

Can I link my old account with my new account?

Unfortunately we are unable to link the two accounts but please contact help@saltandpepper.com.au to request any information about previous orders.

Why can't I see my previous orders?

You might have noticed a few changes to the salt&pepper website, we are very excited to have launched a brand new online shopping experience! The new website is full of upgrades, however from Monday 20th February 2023 you will no longer be able to view or access your order history. Please feel free to contact help@saltandpepper.com.au with as much information about your previous order as possible.

Is my online account the same as my in-store account?

Our in-store and online accounts are currently not linked, but stay tuned for upgrades to this in late 2023.

I have forgotten my password?

Easy fix! Simply update you password here.

Gift Cards

Can I use my e-Gift Card in-store and vice versa?

Unfortunately, our e-Gift Cards are only able to be used online and likewise with our in store physical Gift Cards.

When does my Gift Card expire?

Just like that epic cocktail night you hosted on the weekend, all great things are eventually over! Gift Cards and e-Gift Cards have a three year expiry on them from the date of purchase. After this time we are unfortunately unable to extend the expiry date or redeem any unused balance.

What happens if my Gift Card is lost, stolen or damaged?

Gift Cards and e-Gift Cards are just like salt&pepper cash and unfortunately they cannot be refunded or replaced if lost, stolen or damaged.

Do I have to use the entire value of my Gift Card in one transaction?

You can use use your Gift Card in full or partially, it will just need to be used in full by the expiry date.

What if my order is higher than the value of the Gift Card?

Easy fix! You can simply make up the difference with one of our other payment methods, the balance will update automatically in the checkout.

When will I receive my e-Gift Card?

Your e-Gift Card should in your inbox within the hour. If you still haven't received it after 24 hours, please check your junk mail & if still no love, please contact our team at help@saltandpepper.com.au

Can I cancel an e-Gift Card purchase?

We are unable to cancel e-Gift Cards.

Can I exchange or get a refund on a Gift Card?

We are unable to exchange or refund e-Gift Cards or Gift Cards purchased in-store.

Can I use my Gift Card to purchase another Gift Card?

Of course, the website is your oyster to shop anything you wish!

Can I redeem my Gift Card for cash?

Gift Cards and e-Gift Cards are not able to be redeemed for cash.

Product Information

Product Availability

If a product is flagged with an 'Out Of Stock' tag, this means that we are currently sold out, however good news, it will likely be back in stock in the coming months. Stay tuned via our Instagram, Facebook or email blasts. If you search a specific product and are unable to find the product online, this means the product is sold out and unfortunately won't be back anytime soon - sorry!

In store only products

We have a few products in our range that are only available in our retail brand stores. You can use the 'Find In Store' function to locate a product or contact the store directly, store information can be found on our Stores page.

The product I am after says my local store has it in stock, how can I be sure?

To avoid disappointment you are always best to contact the store directly. Find all store contact details here.

Sunday Bake

Our Sunday Bake collection will heat your baked goods evenly with easy handling and non-stick results.

  • Superior non-stick technology with double layer protection against abrasion.
  • Non-stick technology for superior release of food, quick and easy clean up.
  • Contains sturdy reinforcing titanium particles for excellent abrasion resistance.
  • Carbon steel.

Three tips for a long and happy life together:

  1. Remove all packaging and clean thoroughly before use.
  2. To avoid corrosion:
    - Do not use metal utensils on the bakeware surface.
    - Do not use abrasive materials or aggressive detergents to clean.
    - After washing, dry thoroughly before storing.
  3. Never remove bakeware from a hot oven without first protecting your hands.

 

Online Shopping

Payment Methods

We've got you covered here! We accept both VISA and Mastercard credit cards, PayPal and of course e-Gift Cards. Shop now and pay later using Afterpay, where you can pay of your purchase in four equal installments.

Shop The Look

Ever been browsing the salt&pepper website and looked at one of our beautiful pics and then had to trawl the website to find the product? Welcome to 'Shop The Look' our latest and most exciting function on the new website (well we think anyway!). Keep your eyes peeled for the 'Shop The Look' button on our imagery & simply hover over, click straight through and add to cart.

Wishlist

You're own personal salt&pepper shopping list! Simply click the heart icon or hit the 'Wishlist' button and it will automatically add to your Wishlist. For ease of saving, storing and viewing on multiple devices we recommend logging in to your account or creating an online account.

Promo Codes

Promo codes are single use and are to be applied at the checkout. Terms and conditions apply with all promo codes.

Click & Collect

We currently don't offer Click & Collect. For stock availability you can now check using our 'Find In Store' function or call you local salt&pepper store for more information.

Affiliates

To access Rakuten and request to join our Affiliate network, click here.