FAQs

You just need to add what you would like to your cart and enter your discount code at the checkout before you confirm your order.

If the item you’re looking for is out of stock, please sign up to our newsletter to be notified of restocks and new product launches. Feel free to contact us to get an ETA.

Please email us as soon as possible if you wish to cancel or change your order. If you contact us before we have sent your order to be packed at our warehouse, then we will be able to cancel and refund your order.

If the order has already been processed, then the change and cancellation will be subject to our returns policy.

Please contact us as soon as possible if you wish to change your shipping address. If you contact us before we have sent your order to be packed at our warehouse, then we will be able to make this change.

If the order has already been dispatched, please contact the courier company with your tracking number to request a redirection.

You should receive an email confirming when you order is shipped, this will include a tracking number.

Please contact us immediately so we can resolve your problem.

There are couple of reasons. Firstly, porcelain is a natural product and there is unavoidable variation between products. Did you know cups shrink by around 30% during the firing process?

The second reason is we are constantly tweaking our designs based on how the product performs in the real world, occasionally this change will be quite noticeable, especially if comparing a newly made product with one that is a 5-6 years old. The product may have been through a couple of design changes over that time. 

Our cups are made from high temperature fired, durable porcelain

Our cutlery is made with the highest quality stainless steel, the knives are 420 hardened stainless, and the rest is 304 stainless. The knives have a little carbon steel in them to make them strong (so they don’t bend!).

We design all our products in Wellington, NZ and they’re proudly made in the Hebei and Guangdong Provences in China.

We choose to make our cups here because they're the experts in durable porcelain, having invented and developed it over centuries. This DNA in quality and craftsmanship means the porcelain made in our factories has proven durability and longevity which is not only critical to our hospitality partners and busy households, but also key to sustainability.

Additionally, our cups are sold in over 40 countries, making China a central hub for this distribution.

All our products are regularly tested at the factory to conform with European Standards.

Ceramic Tableware Products: European Council Directive 84/500/EEC Article 2, and Commission Directive 2005/31/EC - Leachable Lead and Cadmium released from ceramic article intended to come into contact with foodstuff.

Stainless Steel Cutlery Products: Council of Europe Resolution CM/Res (2020) 9 and EDQM Technical Guide on Metals and Alloys used in Food Contact Materials and Articles, 2024, 2nd Edition - Migration of Metal Content

Yes, our cups are microwave and dishwasher safe. The biggest risk to damaging ceramics is fast and extreme changes in temperature, so it is best to avoid letting very hot ceramics making contact with very cold things, or vice versa.

Our cups should be cleaned in hot soapy water, or in the dishwasher after every use. If staining occurs, you can soak them in water with espresso cleaner or some sort of an acid. The stains should disappear completely.

We do not recommend using abrasive cleaners as this scratches the glaze, and will make staining worse.

You may return your online order for a refund (minus the original shipping fee) within 14 days of your delivery date.

We do not accept returns on product that has been used, or product that is missing original packaging. 

All items that are marked as a sale item are unable to be returned or exchanged unless deemed faulty.

Please contact our customer care team to arrange a return.

Once your return has arrived safely at our warehouse, we will process your refund back to your original payment method. You will be notified of this via email. It can take up to 14 working days for your refund to show up in your account.

All return costs are the customers responsibility. Acme does not cover return shipping costs, unless an item is faulty, or you have received the wrong item.

We're very sorry you didn't receive what you ordered. Please contact us within 5 days so we can help you resolve this issue.

Please send us a brief explanation of the damage and we can help resolve the issue.