Frequency Asked Questions

Softedge Porcelain

• What are softedge porcelain products made of?

  All softedge tableware is made from fine Amakusa porcelain and finished with high-quality, food-safe glaze. Porcelain is a Kaolin-rich clay body, paradoxically delicate and durable—it has been prized as 'white gold' throughout the ages.
  
  Learn more about Our Process and materials

• Why does softedge use porcelain clay?

  For permanence and perfection – the paradoxical qualities of this precious clay body allow us to create something that is simultaneously strong yet subtle in shape and finish.

• Where are softedge products made?

  All softedge porcelain is made in Hasami, Japan, where we collaborate closely with a range of skilled artisans and intergenerational craftspeople. softedge has chosen to work with companies and craftspeople in Hasami due to its unique divided labour model.
  
  Learn more about Hasami & the people behind our pottery.

• Are glaze colours continuously available? Can I reorder?

  We aim to create contemporary classics, so most items and colourways in our collection are continuously available. From time to time, we may offer a 'seasonal' or 'limited' glaze colour or design — these items will be labelled as such.
  
  Due to the small-scale nature of our production, products and colours may occasionally be out of stock. Signing up for our newsletter is the best way to stay up-to-date on restocks.

Orders

• What payment methods are accepted?

  We accept debit and credit card payments as well as offering PayPal and AfterPay services.

• How do I track my order?

  We'll email you a tracking number once your order has shipped.

• Can I change or cancel my order?

  You can contact us at online@softedge.studio if you wish to modify or cancel your order. Our ability to make modifications depends on whether your order has been processed and dispatched.
  
  Please note that we check emails periodically due to our small team size, and it can take 2-3 business days to receive a reply.

• When will my Pre-Order be shipped?

  Pre-Orders are processed and dispatched from the date specified on the relevant product page.
  
  Any online orders containing a style purchased on Pre-Order will be processed in full once we have received the required inventory for fulfilment. softedge does not offer split shipments for online orders containing Pre-Order styles.
  
  In the event of a delay in receiving the required inventory, this will be communicated to all Pre-Order customers in the first instance, including an estimate of the updated dispatch date.

Pricing & Discounts

• Are products priced individually?

  Yes, all products are priced individually.

• Why is softedge porcelain more expensive than other tableware brands?

  First and foremost, it is because of the higher quality of craftsmanship that goes into producing our porcelain.
  
  Working in Hasami allows us to interact directly with each craftsperson involved in the making process. A divided labour model necessitates a ‘long but local’ supply chain in which each part of the process is undertaken by a different, highly specialised workshop or craftsperson.
  
  We’re passionate about creating sustainable, long-term relationships with the craftspeople of Hasami. We ensure that the artisans involved in our production process are not just paid, but paid fairly, reflecting the value of their skills and dedication. This commitment to fair payment is a cornerstone of our business, ensuring that these artisans can continue to pass down their skills to future generations.
  
  Learn more about Our Process and the people of Hasami.

• Does softedge offer dinnerware sets or bulk discounts?

  We don’t currently offer bulk buy discounts, but we do offer some sets and will introduce more over time.

• Does softedge offer discounts or go on sale seasonally?

  We don’t inflate our prices to offer a discount later, meaning we don’t participate in flash seasonal sales. Instead, we offer the best price on our products all year round & the occasional subscriber-only reward.

Shipping, Duties & Taxes

• Do you offer a local-pick up option?

  Regrettably, we are unable to offer a studio pick-up option at this time.

• Do you offer international shipping?

  Yes, we ship internationally to most destinations. Before placing your order, please ensure you have selected your intended destination upon entry to our site or by nominating the country you wish to ship to using the selector in the main menu.

• I'm ordering from overseas, are duties & taxes included in the order cost?

  For orders delivered to destinations outside of Australia, import taxes, fees, or duties required by customs officers of the country of destination are not included in the order cost and are the responsibility of the customer.
  
  Please refer to our Taxes and Duties page for further details.

• How much does shipping cost?

  Shipping rates will vary based on your delivery destination and selected shipping service. Your shipping cost will be calculated at checkout.
  
  Please refer to our Shipping and Delivery page for further details.

• How long does shipping take?

  Please refer to our Shipping & Delivery page for order processing and delivery timeframes. Please note our delivery timeframes are estimates only and may vary with public holidays, weather events, congestion in the carrier network, and other influences outside of our control.

• How will it take for my order to be processed and shipped?

  Online orders for in-stock items are typically processed and dispatched within 3-5 business days. Please allow for a little extra time during peak sales periods.
  
  Any orders containing pre-order items will ship as soon as they are in stock.
  
  Please refer to our Shipping & Deliveries page for further details.

Gifts & Packaging

• Do you offer gift cards?

  Yes, we offer digital gift cards. These can be purchased in a range of denominations and will be delivered to you via email with instructions on how to redeem at checkout. Shop our Digital Gift Card.
  
  Please note that gift cards are issued and stored in AUD. Upon the purchase or redemption of a gift card, currency conversion will occur at the time of the transaction to allow for payment processing using your local currency.
  
  In the instance that gift cards are not redeemed in full, the remaining value will be converted back into AUD and stored as such. Our gift cards are valid for three years from the date of purchase and only one Gift Card can be applied per purchase.

• Can my order be gift-wrapped?

  Due to the small size of our team, we cannot offer gift wrapping at this time, but we aim to provide this service soon.

• Can I recycle softedge packaging?

  All softedge packaging is paper-based and fully recyclable.

Returns

• Does softedge offer returns & exchanges?

  softedge offers change-of-mind exchanges for all items purchased at full retail price from www.softedge.studio. To be eligible for exchange, the softedge warehouse team must receive returned items within 10 days of the original delivery date. Items must be returned in unused condition with their original packing to be eligible for store credit or exchange.
  
  softedge is not responsible for any shipping costs associated with the exchange.
  
  We recommend sending returns using a traceable & insured service, as softedge is not responsible for any items lost, packages or damaged during shipping.
  
  To initiate the exchange process, please contact us via email at online@softedge.studio.
  
  We do not offer exchanges or refunds for discounted items, including promotional discounts or sale items.

• Does softedge offer refunds?

  Unfortunately, softedge is unable to offer refunds for change of mind, but we are alway happy to exchange your items for something else or offer store credit.
  
  Please refer to our Returns page for further details.

• I received a broken item. How do I arrange a replacement?

  Any items damaged or broken during shipment must be reported to softedge within 7 days of delivery in order to be eligible for a replacement.
  
  Please email online@softedge.studio with a photo of the broken item/s, and the shipping box, ensuring the printed label and any exterior damage are visible. We do not require broken items to be returned; please do not ship them back to us.

Use & Care

• How should I care for my softedge items?

  softedge porcelain is designed with durability in mind, but following Care Guide will ensure the longevity of your pieces.
  
  Feel free to get in touch at online@softedge.studio if you have any particular questions or concerns.

• Are softedge products food safe?

  Yes, all softedge porcelain is finished with a hardwearing food-safe glaze.

• Can softedge porcelain go in the dishwasher & microwave?

  Yes, but it's essential to avoid sudden changes in temperature as these can cause thermal shock and damage your pieces over time.
  
  Following our Care Guide will ensure the longevity of your pieces.

• Will my softedge items scratch?

  Some superficial scratching may occur with time and use but won't affect the integrity of your pieces.
  
  Scratches are more readily visible in darker colours, such as Cavolo Nero & Espresso; please refer to the 'Storage' section of our Care Guide for further tips and tricks for keeping your softedge porcelain in the best possible condition.