Onyx free shipping Free Shipping
Onyx 5 Years Warranty 5 Year Warranty
Onyx 100 days return 100 Days Return

FAQ

On this page you will find the most frequently asked questions



How long is your warranty and what does it cover?

We provide a 5-year warranty on all our products. This is an all-encompassing warranty that covers every aspect of our products, from the integrity of the products structure/shape to the coating.

Regarding the coating; Yes, this is also covered in the warranty. Our products are specifically designed to have the longest-lasting non-stick coating on the market today. If you should experience that the coating is falling off or otherwise deteriorating – this is covered by the warranty.

How is your return policy?

We offer a 100 days full return policy, which is also valid even if you have used the product. So in that sense, it could be considered as a satisfaction guarantee. If you do not like the product, we will refund you. Simple as that.

Will our frying pans start to bulge / warp in shape when used?

Short answer; No – and if it does, it is covered by our warranty!

Long answer; Our products are made from stainless steel and aluminum. As such, they share the same properties as other cookware made from these materials, which means they should not be put under cold water, immediately after being used. We strongly recommend that you always let it cool off first.

But we have done a lot of work, to make sure that our products are sturdy enough to cope with anything you would do to it in a kitchen, and therefore any warping, bulging or otherwise changing of the shape is fully covered by our 5-year warranty!

Your website says “Free Shipping” but when you make a purchase, some shipping options have a cost?

Whenever you make a purchase on our website, we will always offer you at least one shipping option that is completely free of charge. But due to many, many requests from our customers, we are including faster and/or more flexible shipping options, that are more expensive than regular shipping, so that you can choose freely which is best for you. In this case, we do however charge a small fee on these more expensive options, to cover the difference between the standard shipping and the premium shipping option that you have selected.

Why do we show a video of cleaning with steel wool, if our products are non-stick?

Good question!

There are two primary things that factor in here;

Firstly; When using our frying pans in the oven, as a replacement for your regular oven tray, you will inevitably get things burned to the edges of the pan or to the pan itself. No amount of non-stick can prevent that since you are using it in the oven.

Secondly; Have you ever tried burning food on your frying pan? Like – really messed it up, by completely forgetting that you had the stove on and left it for several minutes all alone? Again – no amount of non-stick will help you if you do something like that. If you do it with a regular non-stick pan, it will be damaged so badly, that you will have to throw it out. But with our frying pans, you can use the steel wool to clean out that burned stuff, without thinking about damaging the non-stick coating!

What material is your non-stick coating made of, and is it Toxic?

Our non-stick coating is made from non-toxic PTFE, which is also popularly known as Teflon. PTFE is an inert substance, which is harmless to your health, even if ingested whole. PTFE is used not only for cookware but also in medicine and surgery, due to its low friction properties; Pacemakers, Artery Implants, etc.

A common mistake is to confuse PTFE with PFOA / PFOS, which are the chemical substances that are suspected to have negative health effects. Our PTFE coating is, of course, free of all PFOA / PFOS chemicals.

Even if we disregard the fact that our coating is non-toxic – it still does not react in any way with your food. That is to say; The coating does not in any way “rub off” on your food – not even after using the product your entire life.

Where are your products made and where are they shipped from?

We are a Danish company located in Sorø, about 60 kilometers west of Copenhagen. All our products are produced in our factory, which is located in the city of Shenzhen in China. From there they are shipped to our main warehouse in Denmark. This is where our main office and warehouse is located and from here that all website orders are then shipped out.

Where is my package?

When we ship out your order our website will automatically send you an email with your tracking information. This email can, however, be intercepted by spamfilters, so it is always a good idea to check in your spamfolder.

If you did not receive the email with your tracking information or if you have questions about the status that is displayed when tracking your package, feel free to contact us directly.

How do I get the best result out of the non-stick functionality?

There are several things you can do, to ensure you get the best non-stick functionality that you can get from our products;

1. Seasoning. Heat up a teaspoon of oil and let it cool on the pan. Then wipe it, and clean it. This can help the pan to mature faster and get better non-stick.

2. Use low heat. Our frying pan is designed to absorb heat much more efficiently than other frying pans, so it is advisable to use lower heat settings than you normally would.

3. Patience. When handling very sticky foods, such as eggs, patience is the most important thing. Making the perfect egg on an ONYX frying pan, without any butter or oils at all, is simply a matter of using the correct low temperature and then letting the egg sit and cook without trying to move it around all the time. If you experience that things are not releasing from the non-stick, it is usually a sign that you should let it stay until it has been heated up / cooked / seared, at which point it will release from the pan much much easier!