When will my order arrive?+-Our Pans have been FLYING off the shelves (and into your IG stories too…), and as a small team, we’re doing our very best to keep up. If you’ve pre-ordered (thank you!) and are patiently awaiting your shipment(s), please see below for the most up-to-date information on when you’ll receive your order. A very big thank you for your patience and understanding as we navigate some unexpected obstacles. We have a smaller team at our warehouse due to COVID-19 which means we’re limited on how many orders we can ship out a day. We’ll be shipping out within these windows in order of when your purchase was made. If you still have questions or want to drop us a note, email us at email@example.com.
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 note” during the checkout process and we’ll include a customized gift note. We’ll add the note to one item in your order and 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. If you're having trouble finding it, search: firstname.lastname@example.org. Be sure to check your spam folder as sometimes they end up there. If you still can't find it, let us know and we'll help you out!
My item arrived damaged. What should I do?+-
Well, that's a bummer –– we're so sorry that happened. Please email us and we'll get you a replacement on the way ASAP. If you're able to, include a photo of the broken product + box so we can share with our product teams for improvements.
Where do you ship?+-
We ship across the United States (Hawaii and Alaska included) and Canada. We are unable to ship to PO Boxes at this time. We hope to be available in more countries, soon! Follow us at @ourplace on Instagram and join our mailing list at fromourplace.com to hear what we are up to (and where we are going) next!
Can you expedite shipping?+-Yes, if all items in your order are ready to ship and you’re shipping within the U.S. We do not currently offer expedited shipping outside of the U.S. If any of your items are on preorder, the entire order will be ineligible for expedited shipping since we won’t be able to deliver it in full.
Due to COVID-19 related delays, all shipping carriers will no longer guarantee 2-day or overnight delivery, so while it’s likely your order will arrive within the estimated timeframe, it’s not a guarantee.
What payment methods do you accept?+-
For our US customers:
We accept all major bank cards, Our Place Gift Cards, PayPal, Apple Pay and Google Pay. Looking to pay over time? No prob: we offer a payment plan through Affirm for our US customers. Some payment processors such as Apple Pay, Amazon Pay & PayPal will default to shipping to the address associated with that account, so be sure to double check your details before placing the order!
For our Canadian customers:
We accept all major bank cards, Our Place Gift Cards, Apple Pay and Google Pay. Some payment processors such as Apple Pay and 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 entered the wrong shipping address? 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.
Once our warehouse team is packaging up your order we are unable to change any shipping information.
Do you have a referral program?+-
We do! You are welcome to refer your friends here. In order to be eligible for a referral, the friend you are inviting must be: a new purchaser of Our Place, not be in your same household, and is not able to use an additional discount on their order. Other restrictions may apply.
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).
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. During the holidays or other high volume periods, this can take up to 5 - 6 business days. Rest assured, your package will be on its way to you soon. If you don’t see any movement after 6 business days, please let us know and we’ll look into it for you.
My order says it was delivered but I didn’t receive anything.+-In most cases, you’ll see it deliver within 1 business day. There can be a lag between the physical delivery date and tracking delivery date. If it’s been longer than 2 business days, please email us and we’ll look into what’s going on!
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
4) Saucier (which is just a rounded saucepan!)
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 stove top! Always keep an eye on things. Second, 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 aka 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 low heat as high heat over a long period of time can degrade the quality of the non-stick. 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 cook higher than medium 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 ~400-520°F, 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 non-stick coating.
How do I clean it?+-
We recommend hand washing the Always Pan with soapy water and a sponge to keep your pan in tip-top shape. It's also a good idea to let the pan cool down before submerging it in water to avoid extreme temperature changes as this could damage the non-stick coating. The metal steamer basket is dishwasher safe. Like all wood, the nesting spatula (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). This makes it the safest non-stick coating option available.
It's approved by both the FDA as well as EU standards for the highest level of food safety.
Is the Always Pan oven safe?+-
The Always Pan is not oven-safe and is designed for use on stove tops only!
Is the Always Pan induction compatible?+-Our Always Pan was designed to be compatible with all stovetops! Ideally, the ring on your stovetop is aligned with the center (4.5 to 6 inch 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. 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-mositurize the wood - you may need to do this a couple times depending on how dry it is but it'll be near 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 3 pounds and the lid weighs 1 pound.
What are the dimensions of the Always Pan?+-
The Always Pan is 10" diameter and 2.7" tall. It can hold up to 2.6 quarts.
What are the dimensions of the Side Bowls?+-
The Side Bowls are 6” diameter and 2.75” tall. They can hold 30 ounces and are stackable for easy storage.
What are the dimensions of the Main Plates?+-
The Main Plates are 9.75" diameter and 3/4" tall and are stackable for easy storage.
What are the dimensions of the Side Plates?+-
The Side Plates are 7.5" diameter and 3/4" tall and are stackable for easy storage.
What are the dimensions of the Drinking Glasses?+-
The Drinking Glasses are 3.3" diameter and 3.8" tall and can hold 12 ounces. Plus they're stackable for easy storage!
Where are your products manufactured?+-All our products are designed in LA and manufactured by artisans & 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.
What is your return policy?+-We offer hassle-free returns up to 100 days after your item has been shipped to your home. If you need to return, please click here to start your return.
Please note: If you purchase from a partner of ours be sure to double check their return policy as it might differ from ours. Original shipping costs (and taxes & duties, if applicable) are non-refundable. Gift cards are non-refundable. Once a return is started online, you have 15 days to send it back.
My item arrived damaged. What should I do?+-We're so sorry to hear that! Just click here to start an exchange.
If you're able to take a few extra moments and email us a photo of the broken product + box so we can share with our product team for future improvements that would be so appreciated.
I just ordered but I picked the wrong color - what should I do?+-
How do I start a return?+-Step 1. Navigate to our returns page.
Step 2. Select the item(s) you would like to return and the reason(s) you are returning them.
Step 3. Print the prepaid shipping label(s) provided and mail in the package. Please send the item(s) back to us within 15 days.
You may receive an option for Instant Store Credit, which you can use to place a new order. If you would like the money refunded to your original payment method, it will be refunded once our warehouse receives and processes your item.
Please note: Returns to your original form of payment generally take 2–3 weeks from the time you send the package until the warehouse receives and processes it. If you do not use the store credit before we receive your return, we will refund your original form of payment and deactivate your store credit.
How do I start an exchange?+-Step 1. Navigate to our returns page.
Step 2. Select the item(s) you would like to return and the reason(s) you are returning them.
Step 3. Claim your Instant Store Credit Refund by clicking on the button “Add My Instant Credit” on the return confirmation screen, or in the return confirmation email. The credit will be applied at checkout.
Step 4. Place a new order at fromourplace.com for the items you want in exchange.
Step 5. Print the prepaid shipping label provided and mail in the package. Please send the item(s) back to us within 15 days.
Please note: Gift Card purchases cannot be exchanged. Your order may not be eligible for Instant Credit. e.g. If you have an outstanding return the warehouse has not received, you will not be offered Instant Credit.
What is an Instant Store Credit Refund?+-
US returns may be eligible for an Instant Store Credit Refund, which allows you to shop immediately with us as you wait for your return to be processed. If you prefer a refund to your original payment, no problem! Once your return is processed, we’ll remove the credit and refund to your original payment.
All instant credits expire after 30 days and any difference will be refunded to your original form of purchase.
Why didn’t I get an Instant Store Credit Refund?+-Instant Store Credit Refunds are only available for original purchases and for US customers.
If you placed an order with an Instant Store Credit Refund and need to return it will not be eligible for Instant Store Credit again. Once the warehouse receives and processes your return, we will send you an email with your refund to your card of purchase.
What if I used part of my Instant Store Credit?+-If you have any left over credit, we’ll refund the remaining credit back to your original payment once your return is processed and item(s) are received back at our warehouse.
When can I expect my refund?+-
Once you create a return, you may receive an instant refund in the form of store credit on your account. Should you prefer a refund to your original form of payment, it will be issued once our warehouse receives and processes your item(s).
Returns can take up to 14 days from the date shipped to arrive back to us and can take up to 3 weeks from the date received to be processed. We'll send you an email once the returned item(s) have been received and another one confirming when your refund has been processed. If you've waited more than 3 weeks with no email from us, 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. Additionally, the shipping labels you are provided when you create your returns have been formulated based on the weight of the items you’re returning. Using one label for multiple items will likely cause the package to be returned to you due to differences in the calculated weight. Essentially, this allows us to have a simpler returns process + support the USPS a little more, too!
I’m having trouble initiating a return.+-First things first, let’s make sure you’re entering your order number correctly. It starts with OP 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.
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. Our most recent charity partner was Feeding America to whom we donated the over 200,000 meals to help fight hunger during COVID-19.
What are your values and mission?+-
At Our Place, we believe in the power of home-cooking to bring people together. Our mission is to create products and experiences that celebrate cultures, honor traditions, and cultivate connections. Every building block of our business is towards a more connected world. We invest in factories with safe and ethical working conditions that pay above a living wage so that the people who make our products have time, energy, and resources to connect with the people they love. We invest in products made from thoughtful and responsible materials, because what we make is connected to the health of the earth we share. We invest in telling stories about real people and the vast cornucopia of communities that make up America, because a big world full of people who are different becomes much smaller when we know each other.
Are you using humane and ethical practices? Where are your products made?+-
We are so glad you asked as this is something we care deeply about as well. To that end, 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 as a majority founding team of 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 help.
WORK WITH US
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 quite not sure or need tips and tricks for our favorite cleaning methods, let us know - we have a few tricks and tips 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: email@example.com Address: 3924 Tuller Ave Culver City, CA 90230