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FAQs

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:

+44 20 7706 4903 | [email protected]

Product Care & General Information

Where are your products made?

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

Why are the premium colours - premium?

Ink, orange, plum, red, slate, wasabi and yellow porcelain are our premium colours. They are 20% more expensive due to the cost and quantity of pigment needed to make the vibrant colours and trickier to produce, hence the higher item price.

Are your products food safe?

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.

Can I put my Mud porcelain products in the microwave, oven & dishwasher?

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.

Will my Mud porcelain break?

Porcelain is one of the strongest ceramic material, however it is not indestructible. 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.

What is thermal shock?

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.

Will my Mud items scratch?

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 in between 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.

My Mud is stained, how can I get the marks off?

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.

I don't like the unglazed texture on the outside, how do I make it smoother?

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

My candle has finished burning, what can I do with the canister?

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

Online Orders & Gifts

How long does it take to receive my order?

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

Can I change my online order once I place it?

If you would like to change any item for a different colour (of equal or less of value), please email us [email protected] or call our London store on +44 20 7706 4903.

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.

I am having troubles with the website, who can I talk to?

We are here to help! Please email [email protected] or call our London store on +44 20 7706 4903. Or start a chat by clicking the help bubble below.

Can I place an order over the phone?

Yes, you can order via phone by contacting our London store on +44 20 7706 4903. Click here to check store hours.

My order is a gift, do you gift wrap?

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

What is Eco Wrapping?

Unless gift wrapping is requested, all orders will be carefully wrapped in Ranpak, a 100% recyclable, renewable and biodegradable cardboard packaging that protects and cushions your Mud piece.

Shipping & Exchanges

How long does shipping take?

London 2-3 business days
Rest of UK 3-8 business days
Europe contact our London store for delivery time.

Do you ship orders internationally?

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.

How can I track my order?

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

I received my parcel & would like to exchange for another colour or item?

Under the EU distance selling law, we happily refund or exchange for items purchased either online, instore or by telephone, however, you must notify us within 14 days of the sale. Please email us at [email protected] before you ship your package back so we know to expect it. Any additional shipping and postage charges are your responsibility and goods must be received in the same condition as shipped within 30 days: In these instances, the full price paid for the goods will be refunded and this includes our delivery costs of the goods. Alternatively, we can issue a credit voucher to the equivalent value, valid for one year from the date of the initial purchase.

Mud Australia W2
11 Porchester Place
London, England,
W2 2BU

What do I do when an item has arrived broken?

If your item/s arrive broken or faulty please email a photo of the damaged goods to [email protected] 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

Can I purchase gift vouchers online?

Yes, you can purchase a voucher online here and redeem online or in any Mud Australia store (UK website/stores only).

Can I use my gift voucher online?

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

Can I use my store credit online?

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.

How can I check my gift voucher balance?

You can visit our Gift Voucher page and select the 'check balance' tab and enter your details to check your Gift Voucher balance.

My gift voucher is not working, what do I do?

Don’t worry, just contact us and we can help you. Feel free to call our Customer Service team on +44 20 7706 4903 or email [email protected]

Store Pickup

Can I pick-up my order in one of your stores?

You sure can – We are currently offering store pick-up from our London store. Simply select pick-up at checkout.