Contact
Last updated November 4, 2026
A question about a product, an order, a delivery or a return? Write to us and a real person will answer.
We reply within 2 business days. Business days are Monday to Friday, excluding US federal holidays. Support is by e-mail only: there is no phone line, and every message gets a written answer you can keep.
The shop does not take orders yet, but you are welcome to write to us about a product before it opens.
What to include
- Your order number, if you have one.
- The name and e-mail address used for the order.
- The product or products concerned and, for a Glass Lid, the pan it is for.
- A short description of what you need.
- For an item that arrived damaged, wrong or defective: photos, or a short video, of the item, the packaging and the shipping label.
- For a broken glass lid: photos only. Never mail it to us.
- To change a shipping address: the full corrected address, within our delivery area. Please write as soon as possible, because we cannot change the address once the order has shipped.
Tell us only what we need to help you. If you mention an injury, an allergy or a medical device, we use it only to answer you, as explained in our Consumer Health Data Privacy Policy. A photo of the product and its packaging is enough for a claim: we never need a photo of you.
Common requests
- Choosing a product: tell us what you cook on a usual evening and on what kind of stove, and we will help you choose before you order.
- Which lid fits which pan: tell us the pan, and we tell you the Glass Lid size made for it.
- Materials, the chemical declaration and lab reports: e-mail us with "Materials" in the subject line and the name of the product. See Asking for the documents.
- Delivery times, tracking, delays and the delivery area: see Shipping & Delivery.
- Canceling an order before it ships: e-mail us with your order number and "Cancel" in the subject line. See Cancellations.
- Returning an item, or an item that arrived damaged, wrong or defective: see Returns, Refunds & Cancellations. Please e-mail us before you send anything back: every return needs our authorization first, and the return address may be outside the United States.
- Using a product safely, care and disposal: see Care & Safety.
- A charge you do not recognize: e-mail us before you contact your bank, and we will tell you what it is.
- Privacy requests (access, correction, deletion, a copy of your information, opt-out or appeal): e-mail us with "Privacy request" in the subject line. See our Privacy Policy.
- Help using the website: see Accessibility.
- Who we are: see Seller Information.
Reporting a safety concern
If you think one of our products is unsafe, or something happened with it, stop using it and e-mail us with "Safety" in the subject line: the product, your order number if you have it, what happened and, if you can, photos. We keep a record of every report. In an emergency, call 911 first. You can also report a safety concern to the U.S. Consumer Product Safety Commission at SaferProducts.gov. See Reporting a problem.
Mailing address
Our mailing address is on our Seller Information page. It is for letters and legal notices only. It is not a store or a showroom, and it is not a returns address: we cannot receive visitors or products there. For a return, please e-mail us first: we send you a return authorization with the return address and instructions.