Our Products
What is new bone china?
New bone china is a modern alternative to traditional bone china. It uses synthetic phosphate rather than animal bone ash, making it completely animal product free. It has the same strength, lightness and finish as traditional bone china. Just without the animals involved.
Are your pieces dishwasher and microwave safe?
Yes. All ONETWO HOUSE pieces are dishwasher and microwave safe. Hand washing will keep the glaze looking its best for longer, but the dishwasher is completely fine for everyday use.
Are your pieces suitable for the oven or stovetop?
No. Our pieces are not suitable for use on direct heat, in the oven, or on a stovetop. Dishwasher and microwave only.
Will my pieces look exactly like the photos?
Small variations in colour, tone and surface texture are a natural result of the firing process. No two pieces are exactly alike. This is part of what makes them special, not a defect.
Can I buy individual pieces rather than a set?
Our pieces are sold in sets of four only. This is by design. We believe the table works best as a complete set.
Are the pieces stackable?
Yes. All four shapes are designed to stack neatly. They store cleanly in a cabinet without taking up unnecessary space.
Are your pieces scratch resistant?
Yes. Our new bone china is scratch resistant and built for daily use. Avoid metal scourers and abrasive cleaning products to keep the glaze in its best condition.
Do the cream and chocolate pieces work together?
Yes. Both colourways are designed to complement each other. Mixing cream and chocolate on the same table looks intentional, not mismatched.
Will you be releasing more colours or shapes?
Yes. We are always working on what comes next. Follow us on Instagram and TikTok or sign up to our newsletter to be first to know about new releases.
How do I care for my pieces?
Dishwasher and microwave safe. Hand washing will keep the glaze looking its best for longer. Avoid direct heat, open flame, oven use and abrasive cleaning products. Small variations in colour and texture are part of the making, not a defect.
Where are your pieces designed and made?
Designed in Melbourne by Chloe and Jy. Our pieces are manufactured in China to our exact specifications. We travelled to China ourselves to find the right factory and select the perfect material, glaze and finish. Every detail was chosen by us in person, and produced by a manufacturer who meets our quality and ethical standards.
ORDERS
When will my order be dispatched?
Orders are processed within 2 to 4 business days. You will receive a confirmation email with your tracking details once your order is on its way.
Can I make changes to my order after placing it?
We process orders quickly so we cannot guarantee changes, additions or cancellations once an order has been placed. Contact us immediately at info@onetwohouse.comand we will do our best to help.
I haven't received my order confirmation email, what do I do?
Check your junk or spam folder first. If it's not there, email us at info@onetwohouse.comwith your name and we will look into it.
Do you offer gift wrapping?
Not currently, but our packaging is designed to feel special from the moment it arrives. Gift cards are also available if you are buying for someone else.
How much does shipping cost?
Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.
SHIPPING
How much does shipping cost?
Flat rate shipping is $15.95 anywhere in Australia. Orders over $300 ship free.
How long will my order take to arrive?
Once dispatched, allow 2 to 5 business days for NSW, VIC, QLD, ACT and SA. WA, NT, TAS and remote areas may take up to 10 business days.
Do you ship internationally?
We currently ship within Australia only.
Will my order arrive safely?
Every order is packed with care using protective packaging designed for fragile goods. If something arrives damaged, contact us within 48 hours with a photo and your order number and we will make it right.
I haven't received my order and it's been longer than expected. What should I do?
Check your tracking link first. It will be in your dispatch confirmation email. If your order appears stuck or lost, contact us at info@onetwohouse.com and we will follow it up with the carrier on your behalf.
RETURNS
What is your return policy?
We do not offer refunds for change of mind.We are happy to provide store credit on full-priced, unused items returned within 10 days of delivery in their original packaging. Sale items and items purchased with a discount code are final sale and not eligible for return or exchange. Read our full policy HERE.
How do I start a return?
Email info@onetwohouse.com with your order number and reason for return. We will get back to you within 1 to 2 business days with next steps. You will have 7 days from our response to send your item back to us.
What if my item arrives faulty or damaged?
Contact us within 30 days of delivery at info@onetwohouse.com with your order number and a clear photo of the issue. We will assess and resolve in accordance with Australian Consumer Law. If the item has a genuine manufacturing fault you can choose a repair, replacement or full refund.
What is and isn't considered a fault?
IS: A manufacturing defect present at the time of delivery. This includes structural cracks, chips on arrival or significant glaze defects that affect the use of the piece.
ISN'T:
- Glaze variation: small differences in colour, tone and texture between pieces are a natural result of the firing process.
- Crazing: fine surface lines that develop over time with regular use are a characteristic of bone china, not a fault.
- Chips from impact: damage from dropping, knocking or improper stacking during use is not covered.
- Dishwasher breakage: while our pieces are dishwasher safe, breakage resulting from dishwasher use is not a manufacturing fault.
- Discolouration from use: staining from certain foods, cleaning products or improper care is not considered a defect.
Who pays for return shipping?
Return shipping is at the customer's cost unless the item is faulty or we made an error, in which case we will cover it entirely. We recommend using registered post with tracking as items lost in transit are the customer's responsibility.
Gift cards
How do gift cards work?
Gift cards are digital and delivered to the recipient's email within minutes of purchase. The unique code never expires and can be used on any ONETWO HOUSE order. If the order total exceeds the gift card value, the remaining balance can be paid at checkout.
Yes. Multiple gift cards can be applied to a single order at checkout.
We are unable to accept returns on certain items. These will be carefully marked before purchase.
Can I use a gift card and a discount code together?
Yes. Gift cards and discount codes can both be applied at checkout.
Work With Us
Do you work with content creators, influencers or media?
Yes. We love collaborating with people whose values and aesthetic align with ours, whether that's gifting, content creation or PR. If that sounds like you, reach out at info@onetwohouse.com and tell us a little about yourself or your publication.
Do you offer wholesale or trade pricing?
Not currently, but it is something we are open to exploring as we grow. If you are interested in stocking ONETWO HOUSE, reach out at info@onetwohouse.com and we will keep you on file.
Can I feature ONETWO HOUSE in a publication or shoot?
We would love that. Contact us at info@onetwohouse.com with details about your project.