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FREQUENTLY ASKED QUESTIONS

Products

Where are your products made?

We work directly with artisans in Vietnam and Cambodia.

Do the artisans receive a fair wage?

The artisans operate independent businesses and set their own prices and wages. We work with them to design and develop our products.

What is lacquer and is it food safe?

Lacquer is a clear or coloured finish used on wooden items that produces a hard and durable coating. This finish can be of any sheen level from ultra matte to high gloss. It comes from the sap of the Toxicodendron Vernicifluum, also known as the Lacquer tree, which grows all over South East Asia. Ours is made using the traditional method of applying each layer and polishing by hand. A very lengthy process that requires up to 3 month work, which results in an unmatchable high gloss finish. Lacquer is food safe and has been successfully used to coat tableware in China and Japan for many centuries.

What does Silver-leafed lacquer mean?

Silver-leaf lacquerware, simply means that prior to applying lacquer a thin layer of silver-leaf has been pressed onto the product giving it it’s unmistakable shine and reflective finish. The silver-leaf can actually be seen through the lacquer, and add metallic appearance to various colours.

What is the 'Coco Bowl'?

It is a product we first developed in Vietnam over ten years ago and we continue to add new colours to the range. A half Coconut Shell, coated in a natural clear lacquer, it is water resistant and food safe. 

What is an Eggshell finish?

It’s a process that involves applying tiny pieces of broken eggshell beneath the lacquer, resulting in an intricate crackled pattern.
Depending on the type of eggshell used you either end up with Eggshell White, where whole pieces of the eggshell are used to give a paler finish, or Eggshell Black, where these are sanded down resulting in a darker appearance.

Is your ceramic tableware dishwasher safe / microwave safe?

All of our stoneware and ceramic tableware can safely be put in the dishwasher and microwave. For more info please refer to individual listing.

Is your stoneware suitable for use in oven?

Our stoneware is fired at extremely high temperatures, so is heat resistant in a conventional oven, making it a great bakeware.
But it is not, unless stated in listing, suitable for use on a stove and not recommended for freezer use either.

Do you Design your products?

Our products are all design by us, here in London and hand crafted in our various partner workshops across South East Asia. We have also successfully designed bespoke pieces for many of our interiors, hotel and catering clients.

How do you care for NOM products?

Details of how to care for our products can be found in a few places. The introductions to our collections contain brief instructions and also look out for downloadable guides our brochure page. 

Shipping & Returns

Do you ship worldwide?

Yes we ship worldwide using our carriers Royal Mail, Parcelforce, TNT or FedEx. If they can reach that part of the world, so can we.
If you have any doubts, call us ahead of placing your order and we can verify your location first.
If you are planning to place a large order, we can look into bespoke shipping quotes if applicable.

How long will my delivery take?

We will always attempt to dispatch your order within 48 hours (working days) of confirmation. During busier times, we estimate 2-5 working days.
Next-day express delivery is available as an option at cost, as long as the order is place Monday to Thursday, before 12pm.
Orders placed on Friday, including express delivery, will be delivered from the following Monday.

Can I come by and pick my item up?

Yes of course! If you are in a hurry to get your mitts on our wonderful tableware you can collect an order from our studio in East London, Monday to Friday between 10am and 6pm.
Once you have completed the order online, make sure you contact us right away by email or telephone, so that we can arrange a time for you to collect.
Our studio address is:
Nom Living, Unit 1, 5 Durham Yard, London E2 6QF.

What is your cut off time for next day delivery in the UK?

Orders must complete before 12pm Monday to Thursday for next day delivery.
If you place an express delivery order on a Friday, this will arrive the following Monday.

Do you deliver to PO addresses?

Yes we deliver to PO addresses.

What if my order does not arrive?

We estimate shipping your order within 2-5 working days.

If it has been an unusually long time, check your email for confirmation of dispatch and look for a tracking number.
If this does not work, contact us by email, tell us what you ordered and your order number and we will help you out.

What if I receive an incomplete or damaged order?

Take a deep breath, gently exhale, then send us an email.
Quote your order number and describe the issue and we will help you out.

Items damaged in transit will be refunded or replaced where possible, as long as this is reported as soon as received.
Please email us an image of the damage as soon as possible.

What happens if I decide to return my order?

If you are unhappy with your purchase or simply change your mind, don’t worry.
Just email us at returns@nomliving.com within 14 days of receiving your order.

In the email, please include your order number, reason for return and wait for our reply prior to sending out the item/s.
To be eligible for a return or exchange, your items must be unused, undamaged and in their original packaging in the same condition that you received them.

For overseas orders, we can accept returns but will deduct the original shipping charge from your refund.

It is good practice to select a trackable service for all returns, as we cannot refund any goods that are lost during return transit.

Who pays for returns postage?

All this shipping is expensive! Unless the item is faulty, or has been damaged in transit we do not cover the cost of returns postage.

I have just realised that I entered incorrect address details during checkout, what should I do?

Contact as soon as possible, quoting your order number and we will help you. If your order has already been shipped and cannot be re-directed, we may charge you a re-delivery fee.

I have returned an item, how long will my refund take?

We will generally process the refund immediately after the goods are returned, but in busier periods it may take up to 5 working days.

What happens if I'm not in to receive my delivery?

If you are away, or occupied in the bathroom, our delivery partner will (in most cases) leave a calling card to notify attempted delivery.
They may try to deliver to an immediate neighbour, or simply try again the following day.
If not, you should be able to use the calling card or your tracking number to re-arrange delivery at a convenient time. If all else fails, contact us and we will help you. 

Press

Do you have a press pack?

We have brochures on our brochure page. We can send out high-res images and information to press on request, please contact us:press@nomliving.com
We can also produce bespoke photo shoots and arrange product loans if required.

Do you collaborate?

Yes, we love collaborating with creative and talented people. Send us an email or message us on Instagram.

Trade & Wholesale

Do you sell your products wholesale?

Yes, please contact us direct:info@nomliving.com

Do you sell bespoke products?

Yes, we have worked with many hotels, spas and caterers to create bespoke lacquer and ceramic products. contact us direct:info@nomliving.com

Do you attend trade shows and other events?

Yes, we do. We have exhibited at shows such as Scenes d'Interieurs at Maison et Objets, Grand Designs, Top Drawer, The Ideal Home Show and House & Garden's Spirit of Christmas. We also have a gallery at our office where trade customers can view our full product range and purchase direct.

Retail Shop & Studio

Do you sell your products from a bricks and mortar store?

Yes, we have a shop in London on Columbia Road, which is open every Sunday alongside the famous flower market. 

Our opening ours are: Sunday 9am to 4pm

Shop address is: Nom, 102 Columbia Road, London E2 7QB

Do you have a showroom?

Yes, we have a studio in Bethnal Green east London, which is open Monday to Friday.

Our opening hours are: 10am to 6pm

Studio address is: Nom Living, Unit 1, 5 Durham Yard, London E2 6QF

Please contact us if you would like to visit. 

Do you open at any other times?

Yes, we are able to open our shop on Columbia Road 'by appointment' in certain cases.

Every year, we also take part in the Columbia Road Christmas Wednesdays, which is an evening shopping event over the last four Wednesdays leading up to Christmas, where most of the shops on our street will open from 5pm to 9pm for a special event. As well as the shopping, there will be music, mulled wine and other activities planned.