We're (always) here to help


Find our most common questions below

  • When will I receive my order?

    All orders with in-stock items take 1-2 business days to process before heading out the door! Our free ground shipping takes 2-4 business days for most parts of the U.K.

    Occasionally, due to inventory restrictions, some items may ship from the United States. When this occurs there will not be an additional fee charged, but shipping times will be longer.

    While most orders will ship from our U.K. based warehouse, we are unable to provide a proactive notification if we’ll be shipping from the U.S.

    All orders will be sent with Hermes. We occasionally use other partners when needed in an effort to deliver your order as quickly as possible. We're not able to specify which courier your order will ship with.

    Please note, processing times are in addition to the transit time estimates. Due to global logistical delays, all shipping carriers will no longer guarantee transit times. While it’s likely your order will arrive within the estimated timeframe, it’s not a guarantee.
  • I just ordered but I picked the wrong color - what should I do?

    Whoops! You're able to click "Edit or Cancel" on your order confirmation within 60 minutes of your order being placed. This will cancel your order so you can place a new one. If you've passed that time window, email us as soon as you can!

    Once your order is in the fulfillment process, we are unable to make further edits and hope it fits in nicely! But every place is different, and if you need to exchange, please click here to do so.

  • How do I clean my Always Pan or Perfect Pot?

    We recommend hand washing our cookware with soapy water and a sponge to keep your Always Pan or Perfect Pot in tip-top shape. It's also a good idea to let it cool down before submerging it in water to avoid extreme temperature changes as this could damage the non-stick coating. The metal steamer basket included with the Always Pan is dishwasher safe. Like all wood, the nesting utensil (and Spruce Steamer if you snagged that, too!) is not dishwasher friendly and should be washed by hand.

  • I ordered something on preorder. When will it ship?

    *This chart is updated on a delay when changes are needed. Please check the items page for the current shipping times.

  • I earned points (yay!) but I don't know how to redeem them. How do I checkout using points?

    To start, thanks so much for signing up and participating in our program! During checkout be sure to log in and select "redeem points" as part of the checkout process. You can do this by clicking on "Account" in the top right corner and signing in. Once you are signed in, you'll be able to apply your available points during the checkout process as long as you:

    1. Have $50+ in your cart
    2. Have enough points available to redeem them (100 point minimum)

    Please note: Due to Shopify limitations you're not able to checkout using points when paying with ShopPay or ApplePay. We recommend checking out in incognito mode if you're having trouble! Points are available in predetermined tiers up to 300 points per purchase and are not able to be combined with other discounts.


Ask us a question

To help us help you, just fill out the form as best as you can (with the email used for your order).

And if you need to include an attachment, contact us at hello@fromourplace.co.uk.

For additional information on how to reach us, please see our FAQs.

And if you need to include an attachment, contact us at hello@fromourplace.co.uk.

For additional information on how to reach us, please see our FAQs.