Orders

How can I make a purchase?

Complete the following steps to make a purchase:

  • Select the product you want.
  • On the Product Page, adjust the number in the box under ‘Quantity’ if you want more than one product.
  • Click ‘Add to Cart’.
  • When you’re ready to proceed, click ‘Cart’ on the top right of the website.
  • If you wish you can adjust the quantity again in your Shopping Cart by adding or removing product in the 'Quantity' column. Click 'Update Cart' to update your changes.
  • You can also leave a note for Stanley Rogers on the Shopping Cart page. For example, special instructions for delivery can be added here.
  • If you are over 18, confirm this by clicking the box next to ‘I am 18 or over’. 
  • Click 'Check Out' to proceed.
  • Enter your email, shipping address and card details when prompted.
  • Once the order is complete, you’ll receive an order confirmation via email.

The product I want is out of stock, will you be getting more soon?

As much as we endeavour to always be in stock, on the rare occasion, we may run out. If there’s a specific product you’re looking for, please contact our Customer Service team on the below phone number or email and they will do their best to assist you.

Phone: 1800 709 714 (AEST business hours)

Email: hwenquiries@fackelmann.com.au


Can I cancel my order?

Unfortunately, as soon an order has been placed it joins a queue for dispatch to ensure your order reaches you as soon as possible. Therefore, once processed, we are unable to change or cancel an order.


What do I do if I receive a faulty item or have a problem with my order?

If there’s a problem with your order or your item is faulty, please contact our Customer Service team on the below phone number or email and they will be able to assist you.

Phone: 1800 709 714 (AEST business hours)

Email: hwenquiries@fackelmann.com.au


Payments

Is it safe to shop at Stanley Rogers?

At Stanley Rogers, we take great care to offer our customers a safe and secure online shopping experience. Any information you provide us with remains private and will never be sold onto third parties.


What methods can I use to pay?

We accept VISA, Mastercard and Paypal.


Delivery

What are your delivery costs?

Orders $99 and over will be delivered FREE* of charge.

Orders $98.99 and under will be delivered for a flat fee of $9.95.

All orders are shipped from our Melbourne Warehouse using Australia Post’s E-Parcel service. Once dispatched, please allow between 2-5 business days for your order to arrive.

Unfortunately we do not currently deliver internationally. Sign up to our newsletter and be the first to know when we announce delivery to new countries.

*Free delivery applies to orders that are less than 22kg and are to be delivered within Australia. Orders over 22kg will be charged at a bulk shipping rate. Please contact us for more information.

Do you deliver to countries outside of Australia?

Unfortunately we do not currently deliver internationally. Sign up to our newsletter and be the first to know when we announce delivery to new countries.

How can I track my order?

When your order leaves our warehouse, you will receive a dispatch confirmation email from Australia Post. In order to track your parcel, please click the link embedded in the email.


What should I do if my order doesn’t arrive?

If your order is showing that it’s been delivered but you’re yet to receive it, please contact our Customer Service team on the below phone number or email and they will be able to assist you.

Phone: 1800 709 714 (AEST business hours)

Email: hwenquiries@fackelmann.com.au


Can I change the delivery address on my order?

Once an order has been placed we are unable to amend it, so please ensure you enter the correct delivery details when ordering.


Returns

Do you accept returns for unwanted items?

We want you to have a great shopping experience with us and understand that ordering online can be tricky. If, for whatever reason, you change your mind and wish to return an item you’ve purchased, we have a 30 day refund policy. Items must be returned within 30 days of purchase. Unwanted items can only be returned if they are unopened and unused, with all seals and packaging still in place. It is the responsibility of the sender to package knives safely for transport.

Unwanted items must be sent along with proof of purchase (delivery advice) to the below address:

Attention Customer Service - Returns
FACKELMANN Housewares
105 Vanessa Street,
Kingsgrove, NSW 2208
Australia

Once we have received the item and your refund has been processed it can take between 2-5 business days for your bank or credit card provider to credit your account.

Shipping costs will not be refunded.


Do you accept returns for faulty items?

Please contact our Customer Service team on the below phone number or email and they will be able to assist you further.

Phone: 1800 709 714 (AEST business hours)

Email: hwenquiries@fackelmann.com.au


How long do I have to return an item?

You have 30 days to return an unwanted or faulty product.


Product Warranty

Do Stanley Rogers products have a guarantee against defects?

For Australia: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

For New Zealand: The Consumer Guarantees Act 1993 applies.

Product Guaranties: Always refer to the original packaging or Guarantee Leaflet included with some products.

Cutlery

Premium 18/10 Stainless Steel – 50 Year Guarantee

High Quality 18/0 Stainless Steel – 25 Year Guarantee

Pistol Grip Steak Knives – 10 Year Guarantee

Pistol Grip Cheese Knives – 10 Year Guarantee

Cookware

Clever Stack™ – 50 Year Guarantee

BI-PLY Professional – 50 Year Guarantee

Conical TRI-PLY – 50 Year Guarantee

Copper TRI-PLY – 50 Year Guarantee

Quart Stone Advanced – 10 Year Guarantee

Gourmet Advanced – 15 Year Guarantee

Heritage Advanced – 15 Year Guarantee

Carbon Steel Woks – 5 Year Guarantee

Pizza Stones – 3 Year Guarantee

Knives

Kitchen Knives – 10 Year Guarantee


Product Care

How do I care for my Stanley Rogers product?

Please refer to each product type’s Use and Care Manuals.

Cutlery

Premium 18/10 Stainless Steel

High Quality 18/0 Stainless Steel

Cookware

Clever Stack™

BI-PLY Professional

Conical TRI-PLY

Copper TRI-PLY

Quart Stone Advanced

Gourmet Advanced

Heritage Advanced


How do I remove rust from cutlery?

First step, don’t worry! Second step, simply use a non-scratch scouring pad or cloth and rub length wise to remove the stain. Stainless steel polish, available from your local hardware store, can also be used for more stubborn rust. To avoid rust, always remove cutlery from the dishwasher as soon as the washing cycle is finished and towel dry any remaining moisture.


How do I set a traditional English table setting?

Follow our guidelines below.


Lunch Formal Dinner