Acme Faq

Please get your orders in as early as possible to avoid packing and courier delays in the lead up to Christmas.

Rural Delivery: Order before 12pm Friday 13th December.

Rest of NZ: Order before 12pm Wednesday 18th December.

If you would like to apply for a wholesale account please fill out the form here and we’ll get back to you within 2-3 days

You just need to add what you would like to your cart and enter your discount code at the checkout before you confirm your order.

If the item you’re looking for is out of stock, please sign up to our newsletter to be notified of restocks and new product launches. Feel free to contact us to get an ETA.

Please contact us for a tax invoice

Please email us as soon as possible if you wish to cancel or change your order. If you contact us before we have sent your order to be packed at our warehouse, then we will be able to cancel and refund your order.

If the order has already been processed, then the change and cancellation will be subject to our returns policy.

Please contact us as soon as possible if you wish to change your shipping address. If you contact us before we have sent your order to be packed at our warehouse, then we will be able to make this change.

If the order has already been dispatched, please contact the courier company with your tracking number to request a redirection.

We do not ship directly to all countries, please check our stockist network to find the nearest home of Acme to you.

You can find at a number of great resellers around the world. Please check our stockist network to find the nearest home of Acme to you. We don’t have our own retail stores.

You should receive an email confirming when you order is shipped, this will include a tracking number. Your order should ship within 2-3 working days of you placing your order.

If it has been more than 3 days and you haven’t received an email, please let us know.

You should receive an email confirming when you order is shipped, this will include a tracking number.

Once your order has shipped, you should receive your order within 2-3 working days in New Zealand. Please allow more time if you have a rural address.

No, our warehouse is managed by a 3rd party and they do not allow collections

We have a size guide and tools to help you, but it all comes down to taste and that is very subjective. We suggest you pay close attention to the volume of the cups and what drinks you want to use the cups for. Our size recommendations are based on experience in the speciality coffee industry and many of our cup sizes are designed for espresso based drinks that are strong enough to taste the coffee flavour.

Please contact us immediately so we can resolve your problem.

There are couple of reasons. Firstly, porcelain is a natural product and there is unavoidable variation between products. Did you know cups shrink by around 30% during the firing process?

The second reason is we are constantly tweaking our designs based on how the product performs in the real world, occasionally this change will be quite noticeable, especially if comparing a newly made product with one that is a 5-6 years old. The product may have been through a couple of design changes over that time. 

Yes, our cups are microwave and dishwasher safe. The biggest risk to damaging ceramics is fast and extreme changes in temperature, so it is best to avoid letting very hot ceramics making contact with very cold things, or vice versa.

To get rid of rust spots on your knives: just mix a little baking soda with water to make a paste, rub the paste gently onto the stainless steel with a soft cloth. Rinse and dry right away with a tea towel or soft cloth.

You can also use a cleaner that contains “oxalic acid”.

Some tips to avoid rust spots and staining: It’s best not to leave them to ‘dry’ in the dishwasher, dry them as soon as they come out with a cloth and store them in a dry environment.

Try not to overload the cutlery basket in the dishwasher, and ensure that metals are separated from each other (e.g. stainless and aluminium).

Our cutlery is made with the highest quality stainless steel, the knives are 420 hardened stainless, and the rest is 304 stainless. The knives have a little carbon steel in them to make them strong (so they don’t bend!).

Our cups are made from high temperature fired, durable porcelain

We design all our products in Wellington, NZ and they’re proudly made in the Hebei and Guangdong Provences in China.

We choose to make our cups here because they're the experts in durable porcelain, having invented and developed it over centuries. This DNA in quality and craftsmanship means the porcelain made in our factories has proven durability and longevity which is not only critical to our hospitality partners and busy households, but also key to sustainability.
Additiinally, our cups are sold in over 40 countries, making China a central hub for this distribution.

Our cups should be cleaned in hot soapy water, or in the dishwasher after every use. If staining occurs, you can soak them in water with espresso cleaner or some sort of an acid. The stains should disappear completely.

We do not recommend using abrasive cleaners as this scratches the glaze, and will make staining worse.

We are huge supporters of emerging talent in specialty coffee, so please reach out if you are in NZ. If you’re based in other parts of the world, check out our partners page to find your nearest distributor who might be able to help. 

Our cups and tableware are made from high temperature fired quality porcelain and are designed to last. This is a premium material that better retains the heat, can withstand the rigours of commercial kitchens and offers a smoother finish, making them a favourite among baristas in 40+ countries. We expect that you will have our cups for a very long time.

You may return your online order for a refund (minus the original shipping fee) within 14 days of your delivery date.

We do not accept returns on product that has been used, or product that is missing original packaging. 

All items that are marked as a sale item are unable to be returned or exchanged unless deemed faulty.

Please see our full return policy here and contact our customer care team to arrange a return.

Once your return has arrived safely at our warehouse, we will process your refund back to your original payment method. You will be notified of this via email. It can take up to 14 working days for your refund to show up in your account.

We are currently unable to accept exchanges, please refer to our returns policy.

If your purchase was a gift, we require the individual who placed the order to contact our Customer Service Team with the original order number to arrange the return with us within 14 days of delivery.

All return costs are the customers responsibility. Acme does not cover return shipping costs, unless an item is faulty, or you have received the wrong item.

We're very sorry you didn't receive what you ordered. Please contact us within 5 days so we can help you resolve this issue.

Please send us a brief explanation of the damage and we can help resolve the issue.

We can only replace or accept returns for products ordered from our website. Please go back to the company you purchased from, we're sure they'll be happy to help you.

Sale and promotional offers cannot be applied to previous purchases or combined with other offers.