For your convenience we have compiled a list of frequently asked questions.
If your question is still not answered here, please feel free to contact our Customer Service team directly by email firstname.lastname@example.org or phone on (02) 8665 8200 or Toll Free 1300 852 022 from Monday to Friday, 9am to 5pm or Saturday 10am to 4pm (Sydney time).
How do I find a product?
To search for a product, use the Search box in the top right-hand corner - type a keyword e.g. collection (“Teema”), a designer (“Franck”) or a sub category (“Plate”). After searching, you are able to refine your search results by e.g. product collections, category and designers. You are also able to sort your search results either alphabetically (ascending or descending) or by price (lowest or highest first).
I cannot place my order as I cannot log in?
You can only log in to your account if you have previously placed an order and then created an account with us. To create an account with us, tick the ‘Create an account’ box at checkout. You will then be able to checkout more quickly, access your wishlist and track your orders. Even if you receive emails from us, you have to have created an account to be able to log in to your account.
Can I order by phone?
You can call our Customer Service team and they can advise you to place an order online, just give a call to 02 8665 8200 or Toll Free 1300 852 022. Our Customer Service team are glad to assist you from Monday to Friday, from 9am to 5pm and Saturday 10am to 4pm (Sydney time).
Can I cancel/return my order?
What if the price changes after I've ordered?
We constantly update our product assortment and prices. All our prices, including promotions and special offers, are valid as shown on the website when you order. We'll confirm the amount payable before you complete your order. Even if the product price changes, you will still be charged the amount which was valid when you placed your order. For more information on payment, please refer to our full Terms and Conditions.
How can I pay for my purchases?
You can pay for your order by using a MasterCard, VISA or America Express credit card, Paypal and zipPay.
If you have received an Online Gift Voucher, you can also use that for payment.
For more information on payment, please refer to our full Terms and Conditions.
How do I know my details are safe?
We take privacy and security very seriously.
When you place an order, we process it using a secure server which encrypts your information before it's transmitted.
We comply with Australian data protection and privacy laws and take measures to make sure that all the information you give us, including your credit or debit card details, remains private and secure.
We process your payment and registration information confidentially.
We follow strict security procedures when storing and using your information to prevent unauthorised access.
Can I change shipping and billing address after I completed my order?
You cannot change the shipping and billing address after the order has been completed. If you made a mistake in your shipping and/or billing information and you notice it after placing your order, please contact our Customer Service team on 02 8665 8200 or Toll Free 1300 852 022.
Is gift wrapping available?
Gift wrapping is now available on all products for $5.95 per item wrapped. Each product will be wrapped with white wrapping paper and tied with a branded ribbon. Our gift wrapping service includes a gift card where you can add your own message, the message is limited to a 120 character limit (this cannot be changed/modified once you have submitted your order).
To add gift wrap to your order, you can select this option at Checkout. An example of the gift wrap, branded ribbon and gift card is viewable at checkout.
The gift wrapping option must be selected at checkout and prior to submitting your order and cannot be added after the order is submitted.
Any gift wrapping costs on the original order will not be refunded unless the item is faulty or broken.
What can a customer do if their pattern has been discontinued?
It is important to note that not all products that are discontinued in Australia are discontinued internationally. Some patterns may be available easily on an overseas order which may take up to 12 months to fill, depending on stock availability. It a pattern has been discontinued internationally there may still be some stock left at the factory. Please ensure you check with the Customer Service department if you are unsure whether a pattern is available on overseas order.
What is crazing?
Crazing is a network of surface cracks on the glaze of pottery or porcelain, usually the result of an uneven rate or shrinkage between the glaze and body during the cooling stage. Chinese potters used controlled crazing as decoration on some of the finest wares.
Are bubbles or seeds fault in the glass?
No, these are characteristics of handmade glass. Gases form the bubble when chemicals are united in the fusing or melting of the raw ingredients. As long as they are not on the rim or broken through the surface, they do not affect the quality or the beauty of the glass.
Does Iittala ever sell substandard items?
We do not sell items classed as seconds. If an item that is substandard is found at the factory it is destroyed.
How can I remove stains from a vase?
Swirl a handful of uncooked rice in a solution of lemon juice or vinegar and warm water to remove residue inside a decanter or vase. For tougher stains, try warm water with a denture-cleaning tablet, allowing it to soak.