FAQ's

Please select from the links below for general questions and answers. If you are unable to find your answer get in touch with our Customer Service team:

+1 424 258 7142 | usonline@mudaustralia.com | Live Chat

Corona Virus (Covid-19) Update: We continue to process online orders to the US and Canada, however, please expect longer delivery times.

Product Care & General Information [ps2id_wrap id=’care’][/ps2id_wrap]

Each piece of Mud Australia is handmade in our Sydney studio from the finest porcelain and designed to emphasise line and functionality.

Ink, Orange, Red, Slate and Plum are our premium colors. They are 20% more expensive due to the cost and quantity of pigment needed to make the vibrant colors.

Mud Australia porcelain products have been tested for lead and cadmium, and comply with British Standard BS4860. All products are food safe. Please contact us for further information.

Absolutely, most of our porcelain are microwave, oven & dishwasher safe. We would not recommend placing your Nest Bowls in the oven due to their shape.

Porcelain is one of the strongest ceramic material, however it is not indestructable. If you drop an item, it is likely to break (as glass would). Likewise, if you hit it against a surface or another item, it may chip. Moving your items to extreme temperatures, eg from a hot oven to a cold benchtop will likely cause thermal shock. So please treat your Mud products with care.

Thermal shock is a sudden temperature fluctuation causing stress in an object. Moving your items to extreme temperatures, eg from a hot oven to a cold benchtop, will likely cause thermal shock. To avoid thermal shock do not place your items directly from the fridge into the oven, or the oven to a cold benchtop. We recommend using a wooden board or trivet.

When stacking Mud plates or bowls, scratches may occur due to the unglazed surface rubbing against the glazed surface. To avoid scratches we recommend stacking with felt, cloth or foam inbetween each item. Felt can be purchased from one of our Mud Australia stores. If you are concerned about scratching, and don’t want to use felt, we would recommend selecting lighter colours.

The stains should come off in the dishwasher. If you already use the dishwasher, we would recommend using a “magic sponge” (trust us it works), baking soda or a cream cleaner.

The unglazed surface will smooth down over time with general handling, use and washing.

Never fear, we sell refills for our candles! Alternatively you can wash the vessel and use it as a vase. Handwashing is advised to ensure all the wax is removed safely.

Yes, we offer a dinnerset discount in our retail stores (unfortunately not online). To receive the dinnerset discount the dinner set will need to comprise of 6 or more place settings (3 pieces per setting). Applies to porcelain items only and must be purchased in the same transaction.

Online Orders & Gifts[ps2id_wrap id=’orders’][/ps2id_wrap]

Corona Virus (Covid-19) Update: We continue to process online orders to the US and Canada, however, please expect longer delivery times. Our normal shipping process is detailed below.

Online orders are processed and dispatched within two-three business days. For any items not in stock, please allow approximately six to eight weeks for the items to be handmade in Sydney and allow additional time for delivery.

If you would like to change any item for a different colour (of equal or less of value), please email us usonline@mudaustralia.com or call our LA showroom on +1 424 258 7142

However, if you would like to change your item for higher price point we would need to cancel your order. Please get in touch and we can help create a new order for you.

Our Customer Service team are here to help. Please email usonline@mudaustralia.com or get in touch with our LA or Brooklyn showroom.

Click here for store details.

Yes, you can order via phone contact our LA or Brooklyn Showroom. Click here for store details.

Absolutely, just check the ‘Gift Wrapping’ box at check out. You can even add a gift message, which we will handwrite on one of our gift tags.

If you choose the ‘Eco Wrapping’ option at checkout, your order will be carefully wrapped in Ranpak, a 100% recyclable, renewable and biodegradable cardboard packaging that protects and cushions your Mud piece.

Shipping & Exchanges [ps2id_wrap id=’shipping’][/ps2id_wrap]

Corona Virus (Covid-19): Please expect longer delivery times.

All orders are shipped via UPS. Delivery timing may vary, please contact us for up-to-date shipping time.

Yes, we have 3 online sites (UK/EU, US/CA & AU). Please make sure you are in the correct location, to change your location select your region in the top left corner of your screen. If you would like an order shipped outside of these 3 regions please contact us.

Corona Virus (Covid-19): Please expect longer delivery times.

Once your order has been dispatched and shipped you will receive an email with your tracking number and an estimate delivery timing.

We offer a 30-day exchange period from the date of delivery. Please email us at usonline@mudaustralia.com before you ship your package back so we know to expect it. Any additional shipping and postage charges are your responsibility. We will email you a credit, valid for one year only, that can be used in any of our US stores or online (US site only).

Don’t worry, we will replace any broken or faulty item/s. Please email us with your order number and a photo of the damaged goods to usonline@mudaustralia.com within seven (7) days of receipt to arrange a replacement piece or a credit voucher. Please do not send us broken items.

Gift Vouchers & Store Credits [ps2id_wrap id=’voucher’][/ps2id_wrap]

Yes! You can buy them online here. They are for use on our website only. If you are after an in store voucher or physical voucher, please contact our Brooklyn or LA showrooms. Click here for store details.

Yes, you can use your online voucher on our website. Simply enter the code at checkout.

If you have a voucher from one of our retail stores, please get in touch and we will convert it to an online voucher. Contact Us

Store credits cannot be used online. However, we are happy to process a phone order for you from our studio. Click here to contact us.

To check the balance of your gift voucher you will need to log-in to your account. To create an online account, click ‘sign in’ at the top of our website and follow the prompts.

Don’t worry, just contact us and we can help you. Feel free to email usonline@mudaustralia.com or call us on +1 424 258 7142

[ps2id url=’#care’]Product Care & General Information [/ps2id] | [ps2id url=’#orders’]Orders & Gifts [/ps2id] | [ps2id url=’#shipping’]Shipping & Exchanges [/ps2id] | [ps2id url=’#voucher’]Gift Vouchers & Store Credits [/ps2id]