Ordering

  • When will I receive my order? Who is your shipping carrier?

    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.
  • I'd love to give this as a gift! What does the gifting look like?

    How thoughtful of you! Our pieces are PERFECT for housewarmings, newlyweds, or as a not-so-subtle suggestion to someone you want to cook more. Select “Add a gift note to your order” in your cart at checkout and we’ll include a customised message. We’ll add the note to one item in your order and we do our best to include it with the item we expect to deliver to your recipient first.

    We don’t want to spoil any surprises! Note that all items ship in a box with our Our Place logo. We never include pricing information with any of our products (gifts or otherwise!). We don’t currently offer gift wrapping, but hope to in the future!

  • How do I find my order number?

    You should have an order confirmation email with your order number in your inbox. It will start with #OPGB followed by a series of numbers. If you’re having trouble finding it, search for hello@fromourplace.co.uk. Be sure to check your spam folder in case it ended up. If you still can’t find it, let us know and we’ll help you out! When you reach out please be sure to include which country you’re shipping to so we can help find your order more efficiently.

    (If you’re looking for an exchange order confirmation, that will start with #EXC-OPGB and a series of numbers.)

  • My item arrived damaged. What should I do?

    Well, that’s a bummer — we’re so sorry that happened. Please click here and we’ll get you a replacement on the way ASAP. Please select “Delivery Issue” for your return reason so we can be sure to share this feedback with the appropriate teams.

  • Where do you ship?

    We ship across the U.K. We also ship to the U.S. (click here) and Canada (click here).

    We hope to be available in more countries soon! Follow us at @ourplace on Instagram and join our mailing list to hear what we are up to (and where we are going) next!

  • What payment methods do you accept?


    We accept all major bank cards, UK Our Place Gift Cards, Apple Pay and Google Pay. Some payment processors such as Apple Pay & Amazon Pay will default to shipping to the address associated with that account, so be sure to double check your details before placing the order!

  • I need to change my order! What should I do?

    It happens! You're able to cancel your order within 60 minutes via a link at the bottom of your order confirmation email. From there, just place a new order so we can get that heading to the right place! If you have a one time promo code, just drop us a note after your new order is placed and we can credit you retroactively.

    If it’s been longer than an hour, please email us. We will do our best but we are unable to guarantee any changes are able to be made. If the order is already processing with our warehouse, we’re unable to make further edits.

  • Why won’t my promo code work?

    Oh no! First, please double check that you haven’t left off a letter or number from the discount code. This happens all the time! Second, check that you’re using the code on an applicable item. For example: If your code is for our Always Pan, it won’t apply to our dinnerware (or vice versa). And third, be sure you're using the right code. Our codes for our U.S. site, for example, won’t work on our U.K. site as the offers are not interchangable. If you’re still having trouble during the checkout process, please email us. It’s always appreciated when you’re able to include a screenshot of your cart so we can see exactly what issue you’re experiencing.

    Promo codes can’t be doubled up or used on orders that include a gift with purchase. Promo code discounts are only valid on full price items.

  • Why hasn’t my tracking number updated?

    Hang in there! It can take 1 – 3 business days for the shipping carrier to start moving a package or update the tracking information after it’s been handed off. During the holidays or other high volume periods, this can take up to 10 business days. We regularly monitor our shipments and communicate with our carrier partners in an effort to minimise this. Rest assured, your package will be on its way to you soon. If you don’t see any movement after 10 business days, please email us and we’ll look into it for you.
  • My order says it was delivered but I didn’t receive anything.

    There can be a lag between the physical delivery date and tracking delivery date. In most cases, you’ll see it delivered within 1 business day. Sometimes an item may be marked as delivered but left behind on a delivery truck, too! When this occurs it is typically delivered the following day. However, if it’s been longer than 2 business days, please email us and we’ll look into what’s going on!

Products

  • What is an Always Pan?

  • What are the 8 cookware items the Always Pan replaces?

    You can use the Always Pan for a ton of different of things. But there are eight pieces in particular that the Always Pan was designed to replace (the most common ones the old-school brands want people to think they need):

    1) Steamer & strainer (each Always Pan has a steamer basket included!)
    2) Sautee pan
    3) Saucepan
    4) Saucier (which is just a rounded saucepan!)
    5) Skillet
    6) Fry pan
    7) Nonstick pan
    8) Spoon Rest (The Always Pan is designed with a built-in spoon rest and comes with a custom spatula designed to fit perfectly)

  • It's my first time cooking - how do I use this?

    We’re so excited you’re cooking! The Always Pan was created to suit all levels of culinary expertise, so no need to feel intimidated.

    Here are a few quick tips: First, never walk away from an active hob! Always keep an eye on things. Second, use low to medium heat and always put a little high smoke point fat into the skillet while the burner is on (avocado, coconut, peanut, and extra virgin olive oils, and clarified butter a.k.a. ghee are great choices!). Third, have fun!

    Pan features: The handle doubles as a built-in spatula rest and we’ve included a nesting steamer basket, too. The lid has a triangular steam indicator so you can lock moisture in and release it when you need to.

    If a recipe calls for a saute pan, steamer, saucier, saucepan, skillet, or fry pan — odds are, the Always Pan’s got your back."

  • How do I keep the non-stick lasting long?

    We recommend cooking on low to medium heat as high heat over a long period of time can degrade the quality of the nonstick. That said, the occasional sear is totally fine! Our cast aluminum body is designed to heat quickly and evenly distribute energy so you shouldn’t need to use higher than medium heat for most of your cooking needs. Better design = better heat distribution.

    We also recommend using non-aerosol, high smoke point oils and fats like refined coconut, avocado, peanut, and clarified butter (like ghee). An oil’s “smoke point” refers to the point at which the oil gets too hot and begins to break down (and smoke). When this happens, it can leave behind residue that is difficult to clean. Oils with a high smoke point at ~200-270°C, like extra virgin olive, refined coconut, avocado, peanut oils, and ghee will work best. Of course, if you’re overheating your pan and using high heat for extended periods, it might cause some of those same issues regardless of the oil/fat you’re using.

    Lastly, we recommend waiting until the Always Pan has cooled before submerging it in water as extreme temperature changes could cause deterioration to the nonstick coating.

  • 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.

  • What nonstick coating do you use?

    So glad you asked! The Always Pan is coated in a non-toxic, environmentally-friendly ceramic non-stick coating. No PFOA, PTFE, GenX chemicals or other questionable materials in sight!

    To break it down a little bit for you: our Always Pan uses a sol-gel non-stick coating that is made primarily from silicon dioxide which is known in the cookware industry as "ceramic non-stick." It's tested not only to the standards of a ceramic coating (meaning no heavy metals are able to pass through the coating) but also tested to the standards of a polymeric coating (which means that absolutely nothing can pass through the coating).

  • Is the Always Pan oven safe?

    The Always Pan is not oven-safe and is designed for use on stovetops only!

  • Is the Always Pan induction compatible?

    Our Always Pan was designed to be compatible with all stovetops! Ideally, the ring on your hob is aligned with the center (11.5 – 15 cm. diameter) of the pan to ensure a solid magnetic connection. Typically that means using the smallest burner if you’ve got an induction stove!

  • What is the maximum temperature I can use?

    The Always Pan should be used on low to medium-low heat to ensure the non-stick coating lasts for years to come (though the occasional sear is a-ok!). Our cast aluminum body is designed to heat quickly and evenly distribute energy so you shouldn't need to go higher than medium for most of your cooking needs. Think of it as an ultra-efficient energy user.

  • How do I use the steamer basket?

    You can use it a few different ways! First, add a little water to the Always Pan, and bring it to a simmer. Then add the steamer on top (if the water comes through the holes, pour a little out), and put whatever you’re steaming into the basket. Place the lid on and ta-da! You’re ready to steam. You can also boil pasta or veggies right in the steamer too — just keep the steamer inside, add the goodies, pour water or broth to cover, and pop the lid on! When everything is boiled and ready, it can be conveniently lifted out of the water using the steamer basket handles. Don’t forget to use a towel for your hands as the steamer handles can get hot.

    When steaming larger items, we recommend checking the bottom of the pan periodically to ensure there is enough water to continue steaming. This should not be needed when steaming things quickly like broccoli or fish, but might be needed if steaming chicken or artichokes, which can take more time (and water!).

  • I accidentally put my spatula in the dishwasher! What do I do?!

    No worries, we all make mistakes! All your spatula needs is a little oil. Just rub it down with a paper towel soaked in a little mineral oil to re-moisturise the wood — you may need to do this a couple times depending on how dry it is, but it’ll be good as new in no time! If it’s still looking a little worse for wear, reach out to us and we can get a new one sent your way.

  • How do you package your materials?

    All our boxes are packaged with biodegradable and recyclable corrugate –– no plastic or bubble wrap needed! They also come with a handy pull tab, so you can open them without scissors. We go to great lengths with our factories and manufacturers to ensure there's no plastic involved. Don't forget to fold your boxes flat before recycling!

  • How much does the Always Pan weigh?

    The Always Pan weighs 2.13 kg and the lid weighs .45 kg.

  • What are the dimensions of the Always Pan?

    The Always Pan is 25.4 cm diameter and 6.85 cm. tall. It can hold up to 2.5 litres.

  • What are the dimensions of the Side Bowls?

    The Side Bowls are 15.3 cm. diameter and 7 cm. tall. It can hold up to 887 mL. and are stackable for easy storage.

  • What are the dimensions of the Main Plates?

    The Main Plates are 25.3 cm. diameter and 1.6 cm. tall and are stackable for easy storage.

  • What are the dimensions of the Side Plates?

    The Side Plates are 19.7 cm. diameter and 1.6 cm. tall and are stackable for easy storage.

  • What are the dimensions of the Drinking Glasses?

    The Drinking Glasses are 8.5 cm. diameter and 9.7 cm. tall and can hold 355 ml. Plus, they’re stackable for easy storage!

  • Where are your products manufactured?

    All our products are designed in L.A. and manufactured by artisans and factory partners in Thailand, China, and Mexico. The Always Pan is made in a female-owned factory in China, which we chose because of its high-quality craftsmanship and commitment to team ethics. You can learn more about our factories’ craftsmanship and work here.

Returns

  • What is your return policy?

    We offer hassle-free exchanges or returns up to 30 days after your item has been shipped to your home. If you need to return, please click here to start your return. While original packaging is preferred, any box that can safely be shipped will do! You are required to ship an item back before receiving a refund or exchange (when applicable).

    Please note: If you purchase from a partner of ours be sure to double check their return policy as it might differ from ours. We are unable to assist with orders not purchased directly from our website. Gift cards are non-refundable. Once a return is started online, you have 28 days to send it back.

  • How do I start a return or exchange?

    Step 1. Navigate to our returns and exchanges page.

    Step 2. Select the item you would like to return. If you are returning more than one item, you'll need to repeat these steps for each item.

    Step 3. Follow the series of prompts to guide you through either an exchange or a return, depending on your preference. Just a heads up, we can only exchange the colors of our products. We're not able to exchange an Always Pan for our Knife Trio, only a different color Always Pan.

    Step 4. Print the prepaid shipping label(s) provided and mail in the package(s). Please send the item(s) back to us within 28 days.

    Please note: Returns to your original form of payment generally take 1 week from the time you send the package until the warehouse receives and processes it.
  • I’m having trouble initiating a return.

    First things first, let’s make sure you’re entering your order number correctly. It starts with OPGB and you can find it in your order confirmation email. If the order number is correct and you still have any trouble, please email us your full name, phone number, shipping address, and any other email addresses you may have used, and we’ll look into it for you.

    Please note that we can only process returns or exchanges on purchases made directly from our site.
  • I received this as a gift – how can I exchange it?

    As long as this was purchased from our website, we can definitely help! If they purchased from another partner of ours, unfortunately we're not able to facilitate an exchange.

    Step 1. Navigate to our gift returns page here. You'll need the original order information. However, if you don't have that, no worries! Just press "Don't have your order information" on the link above.

    Step 2. Select the item you would like to exchange and the reason you are not loving it. If you’re exchanging more than one product, you’ll want to complete these steps for each item.

    Step 3. Choose the new item you’d like and complete the checkout process. Just a heads up, we can only exchange the colors of our products. We're not able to exchange an Always Pan for our Knife Trio, only a different color Always Pan. Exchange orders will ship out as your item is received by our warehouse.

    Step 4. Print the prepaid shipping label provided and mail in the package. Please send the item back to us within 28 days.
  • I just ordered but I picked the wrong colour - 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.

  • My item arrived damaged. What should I do?

    We’re so sorry to hear that! Just click here to start an exchange. Please select “Delivery Issue” for your return reason so we can be sure to share this feedback with the appropriate teams.

    We do require some items to be shipped back to us but if you run into any trouble please let us know! Our system is automated so might miss some human nuances — let us know if you have any questions. We are here to help!
  • When can I expect my refund?

    Returns can take up to 14 days from the date shipped to arrive back to us and are usually processed within 1 week. We’ll send you an email once the refund has been processed. If you’ve waited more than 3 weeks with no email please email us.

  • Can I combine my returns using one shipping label?

    Due to the complexity of our returns process, we ask that you refrain from combining returns of multiple items into a single package.

    We use the information printed on your shipping label to process your returns, so consolidating items from different items will slow down the processing time for your refund.

Mission

  • Where is my money going? Where are you donating to?

    Great question - for each of our collections, we find partners who are working to create systems-based change in the communities that we share.

  • Are you using humane and ethical practices? Where are your products made?

    "We are so glad you asked! This is something we care deeply about, too. We ensure all of our factories are paid above-living wages, have benefits, and are treated with respect. We validate this through regular rigorous factory visits, interviews with teams, and 3rd party audits such as BSCI, SA8000, Sedex, and ISO.

    You can learn more our about factories' craftsmanship and work here.

  • What does your name mean?

    We started Our Place with a majority of the founding team being immigrants, finding our place in America by cooking and sharing food with our new communities. That’s the power of home cooking — it is at the root of connection, love, identity, culture, and belonging. The name Our Place roots us in our mission and values, and holds us accountable to working on the big questions: Is it Our Place to speak up? Is it Our Place to change things for the better? How can this Place be Ours if we don’t work to create a more inclusive, just world? If these are the types of questions you find yourself asking as well, we’ll see you at Our Place :)

  • What are your sustainability practices?

    We know that what we make is connected to the health of the earth we share. That’s why we invest in products made from thoughtful and responsible materials. Our glasses are made from a portion of recycled glass and natural sand, and are also naturally dyed. Our Always Pan is made from a portion of recycled materials as well. Our packaging is 100% free of plastics, is fully recyclable and biodegradable, and innovatively designed to eliminate the need for a shipper box. Our products are also intended to streamline your kitchen, and reduce the number of items you need to buy. These are just some of our initial sustainability practices, with many more in the works, and if you have any other suggestions for us, we’d love to hear them!

  • What is your founding story?

    When we started Our Place, we knew it was about so much more than kitchenware.

    We wanted to create a place that brought people together to celebrate traditions and create new ones.

    We knew we wanted to work with sustainable materials and female artisans.

    We also knew that whatever we made, it had to make cooking more approachable and less cluttered. Simpler. Because when you have the right tools, cooking at home is beautiful. So we created Our Place to bring people together through the power of home cooking.

  • How do I unsubscribe from your mailing list?

    Sorry to bug you! All of our emails have an “unsubscribe” link at the bottom. You can either unsubscribe or modify your preferences to receive just the most important updates. You can also email us with the subject line “Unsubscribe” and we’ll be happy to oblige.

WORK WITH US

  • I work for a publication and would love to feature you, where can I reach out to?

    Amazing! Send us a note here!

  • Are you hiring?

    We're growing and are always looking for incredible talent to join our remote-first team! If you're interested in joining Our Place, you can give us a shout here! Our HQ is in L.A. but we'd love to hear from you regardless of location.

OTHER

  • What should I look for to know if its time to replace my current kitchenware?

    If you’re questioning “is this seasoning or the pan coating?” it’s probably good you’re here. We recommend giving your cookware a rigorous cleaning with non-abrasive scrubbers to see if that will do the trick and remove any residue. If you’ve still got residue after cleaning or some serious scratching on your cookware it may be time to update (though a few scratches is okay and very normal). If you’re not quite sure or need tips and tricks for our favorite cleaning methods, let us know — we have a few things we can share!

  • Are your products sold in stores?

    We're currently sold online only.

  • Do you donate? Do you recycle? What happens to returned products?

    We are currently sourcing partners who might be able to accept lightly used kitchenware. If you know of a partner we'd be able to work with please do reach out to us. We'd love to learn more about organizations that are important to you.

  • How do I contact you?

    Business Name: Lagom Kitchen Company (DBA: Our Place) Email: hello@fromourplace.co.uk Address: 3924 Tuller Ave Culver City, CA 90230
  • What can I make in an Always Pan or Perfect Pot?

    You can create all your favorite recipes! We share ideas regularly via email, on our blog as well as on our Instagram @ourplace. Please be sure to follow along.

Accounts & Dirty Dishes Club

  • Can I make an account with Our Place? I'd like to see my order information.

    You can! We're really excited to offer accounts so you can keep an eye on your order history, current order status, earn points and invite friends to Our Place, too! Click here to get started and let us know if you have any questions!

    Just a heads up our program started on September 7, 2021, so you'll only see orders from that date on. Any orders made prior to that date will not appear in your account and are not eligible for our current program.
  • Do you have a referral program? How do I join?

    We do! You are welcome to refer your friends here and earn 200 points for each successful referral.

    A successful referral is when you send a new customer to Our Place using your referral link. Their first purchase needs to be for a subtotal of £100+ after any discounts or gift cards. If their purchase is under £100, deemed to not be their first purchase, or if they live in your household, it will not be considered a successful referral. Other rules may apply and the program is subject to change without notice.

  • 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 and are not able to be combined with site discounts.

  • How do your tiers work?

    We have three tiers: Guest, Friend, and Family. When you sign up for our program, you're automatically in the Guest tier just for signing up! Starting that date you'll start accruing points and will have 1 year (365 days) to reach the next tier. Once you reach a new tier, you'll have 1 full year (365 days) for those benefits!

    Our tiers are based on the amount of money spent:
    Guest: £0 - £149.99 (active enrollment is required to receive benefits)
    Friend: £150.00-£349.99
    Family: £350.00+

    Each new tier has new benefits to unlock!

  • Will my past purchases count?

    Our program is launching on September 7, 2021, so we won't be able to add points for purchases made before our program launch date. For our program launch, we did look back at the amount spent from our launch in the UK and enter you into the tier you would have been in. It's our gift to you! So you might log in and find you're already in our Friend or Family tier!

    If you just forgot to sign in when placing your order though, no worries. Your points will be waiting in your account based on the email address used at the time of purchase.

  • How do points for dollars spent work?

    Depending on the tier you're in you'll earn 1 point for each pound spent or more. As an example, once you enter the Family tier each pound spent will earn you 1.5 points! We also have double point days where you can earn up to 3 points per pound. Points are awarded on the subtotal of the order (after discounts and gift cards).

  • When is my anniversary?

    The anniversary is the day you created your account. When logged in just click on "rewards history" and scroll to the bottom to see the date your account was created. Easy as cooking in an Always Pan!

  • When are birthday points given?

    Your birthday points will be added on your birthday!

    If you sign up and enter your birthday within the 30 days prior to your actual day of birth, you’ll see the points added on a delay. They’ll appear on the 31st day and then on your actual birthday from here on out!

  • Why did I lose points?

    Points may be deducted for a few reasons:

    - If you return a purchase for a refund, any points associated with that order will be removed from your account.
    - If you refer a friend who completes a purchase which is considered a successful referral but they then return their order.

    If you've redeemed your points between earning them + a return, that is OK! Points can go into the negative, but as soon as you earn more, you'll be well on your way to getting back into the positive with points again!

Didn't find the answer to your question? Send us a note at hello@fromourplace.co.uk.
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