FAQs

Orders

How do I make a purchase?

We’ve tried to make the buying process as easy as possible. Here’s how you do it:

Single Product Orders (Express Checkout)

  1. Find the product you want.
  2. Click ‘Check Out With PayPal”
  3. Finalise details and get on with life.

Multiple Product Orders

  1. Find the product you want.
  2. Click ‘ADD TO CART’.
  3. When you’re ready to check out, click the shopping cart icon in the top right corner.
  4. If you wish, you can adjust the product quantity in your Shopping Cart by adding or removing product in the 'Quantity' column. Click 'UPDATE' to update your changes.
  5. Click 'Check Out' to proceed.
  6. Enter your personal details, shipping address and card details when prompted.
  7. 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 email our Customer Service legend Deborah and she will help you out.


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?

It’s rare, but people do make mistakes, and sometimes things go wrong (but most of the time it’s the computers fault). If there’s a problem with your order or your item is faulty, please email our Customer Service legend Deborah and she will sort it out for you.



 

Payments

 

Is it safe to shop at Schaffen?

At Schaffen, 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. Please read our Privacy Policy for more details.


What methods can I use to pay?

We accept VISA, Mastercard, & PayPal


 Delivery

What are your delivery costs?

Orders $100 and over will be delivered FREE of charge.

Orders $99.99 and under will be delivered for a flat fee of $9.95.

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

 

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 email our Customer Service legend and she will investigate (we don’t call her a legend for nothing).

Can I change the delivery address on my order?

You’ve put in all your information, completed your order, hit submit, only to realise that you’ve submitted the wrong address details! It’s ok, it’s happened to the best of us!

There is usually a little grace time between when we receive an order, and when it is dispatched. If you can get an email to us quickly here with your actual address, we should be able to change things before the mailman comes.



Product Warranty

Do Schaffen 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.

Additionally, we give a 10-year manufacturer guarantee against defects from date of sale. This guarantee excludes some products.

Click here for more information, or to submit a warranty claim.

 


Product Care

How do I sharpen my knife?

Take the time and effort out of knife sharpening by using a Schaffen 3 Stage Knife Sharpener. Simply swipe the blade through each compartment 2-6 times to give your knife a super sharp edge.


How often should I sharpen my knife?

For your favourite knives, which you use often, we recommend that you sharpen them every 2 to 3 weeks.

 

How do I clean my Schaffen knife?

Hand wash gently with mild detergent in warm, soapy water. Dry well with a soft clean cloth. Put it back where you got it.

 

Are Schaffen knives dishwasher safe?

Yes and no.

Yes, they will survive the dishwasher experience.

No, they will not have a good time.

Like all premium knives we don’t recommend dishwashing. In a dishwasher, knives can knock against each other which can cause scratches or chipping.

Also, it’s best to clean knives straight way, if the dishwasher is not switched on for a while any food remains on the knife can cause stains.


What can I do to remove rust stains on my knife?

First step, don’t worry!

Second step, simply use a scouring pad or cloth and rub width wise to remove the stain. Metal polish can also be used.

 

How should I store my knives?

Give your knives a safe, comfy home. It's best to store knives in (or on) a knife block. If you want to tidy them away in a drawer, we recommend you use a protective sheath or knife roll.



Can't find the answer you're looking for?

Once again, our Schaffen legend Deborah is here for you. She’s primed and ready to answer any and all questions you may have. Just send her an email here, and she’ll get back to you as fast as possible.