FAQS

1. About Zhang Xiaoquan

Zhang Xiaoquan is a renowned Chinese brand with over 400 years of history, known for its high-quality kitchen and household tools. We are pleased to bring these premium products to customers in Australia.

2. What Products Does Zhang Xiaoquan Australia Offer?

We offer a range of kitchen tools tailored for the Australian market, including:

• Knives: Chinese cleavers, slicing knives, bone choppers, Western chef’s knives, paring knives, and complete kitchen knife sets.
• Other Kitchen Tools: Sharpening stones, kitchen scissors, chopsticks.
• Cookware: Chinese woks, frying pans, cookware sets.
• Gardening Tools: Pruning shears.

3. How to Place an Order

To place an order, follow these steps:

1. Select the product you wish to purchase.
2. Adjust the quantity on the product page, then click “Add to Cart.”
3. Click “Cart” in the upper right corner to review your items.
4. Click “Checkout.”
5. Enter your email, shipping address, and payment details to complete the purchase.
6. You will receive a confirmation email once the order is complete.

4. What if My Desired Product is Out of Stock?

While we strive to maintain stock levels, occasionally items may be unavailable. If you’re interested in a specific product, please contact our Customer Service team at support@zhangxiaoquan.au for assistance.

5. Can I Cancel My Order?

Once an order is placed, it goes into processing for dispatch to ensure timely delivery, so we are unable to cancel or modify it afterward.

6. What if I Receive a Faulty Item or Have an Issue with My Order?

For any issues with your order or defective items, please contact our Customer Service team at support@zhangxiaoquan.au.

7. Payment Information

Is It Safe to Shop with Zhang Xiaoquan?

We prioritize customer privacy and security, ensuring that your information remains confidential and will not be shared with third parties.

Accepted Payment Methods

We accept the following payment methods:

• Credit Cards (Visa, Mastercard)
• WeChat Pay
• Alipay

8. Shipping Policy

Delivery Costs

• Orders over AUD 59 qualify for free delivery.
• Orders below AUD 59 incur a flat shipping fee.

Estimated Delivery Time

Orders are dispatched from our Australian warehouse, with a delivery timeframe of 1-5 business days (excluding remote areas).

Do You Offer International Shipping?

Currently, we only deliver within Australia. For updates on potential international shipping, subscribe to our newsletter.

How Can I Track My Order?

After dispatch, you’ll receive a shipping confirmation email with a tracking link for real-time parcel status.

What if My Order Doesn’t Arrive?

If your order status shows delivered but hasn’t arrived, please contact our Customer Service team at support@zhangxiaoquan.au for support.

9. Returns & Refunds

Return Policy

We offer a 30-day return policy. Items must be in new, unused condition with original packaging and all accessories.

Return Address

Please send returns to:

Australian Customer Service - Returns
PO Box 159 LIDCOMBE NSW 1825

Refunds

Refunds will be processed within 5-10 business days after receiving the returned item and will be issued to the original payment method.

Shipping Fees

• For returns due to product quality issues: We cover return shipping.
• For other returns: Customers are responsible for return shipping costs.

Faulty Item Returns

If you receive a defective product, please contact Customer Service at support@zhangxiaoquan.au.

10. Product Warranty

How Long is the Warranty Period?

We provide a 6-month warranty on all Zhang Xiaoquan products, covering manufacturing defects under normal use.

How to Claim Warranty

To initiate a warranty claim, contact Customer Service at support@zhangxiaoquan.au with your purchase details. Defective items under warranty may be repaired, replaced, or refunded.

11. Product Usage and Care

How Do I Use and Maintain Chinese-style Knives?

• Usage: Suitable for chopping vegetables, mincing meat, and general kitchen tasks.
• Care: Wash promptly with warm water and mild detergent, dry thoroughly, and avoid soaking or placing in the dishwasher.
• Storage: Store in a knife sheath or knife block to protect the blade.

How to Sharpen Knives?

Use a sharpening stone at a 15-20 degree angle, and gently move the blade back and forth. For frequently used knives, we recommend sharpening every 2-3 weeks.

Can I Put My Knife in the Dishwasher?

Dishwasher use is not recommended, as it may scratch or damage the blade. Handwashing is best for maintaining quality.

How to Remove Rust Stains

Rust stains can be removed with a cloth or scouring pad by gently rubbing the affected area, or using a metal polish if needed.

Knife Storage

Store knives in a knife block or protective sheath to keep them secure and in good condition.

For any further questions, please feel free to contact our Australian Customer Service team at support@zhangxiaoquan.au. We’re here to help!