Frequently Asked Questions
Straight answers about our hand forged knives, shipping, returns, the lifetime warranty and care. If your question is not here, email us and a real person will reply within 1 business day.
Knives and Steel
What steel are Xcutlery knives made from?
Every blade is hand forged from high carbon steel. It takes a keen edge and comes back easily with routine sharpening. The tradeoff is that it will rust if you leave it wet, so hand wash it, dry it right away and give it a light coat of food safe oil after use.
What does Serbian style mean?
It describes how our knives are forged and how they look. The blades are thick and cleaver shaped, the flats are hammered by hand, and the raw forge scale stays on the upper blade. Some models also have a finger hole near the spine for a choke up grip.
Why is part of the blade dark?
That is forge scale, the dark layer that forms on the steel in the fire. We leave it on the upper blade on purpose because it protects the steel and gives the knife its raw look. Only the edge is ground down to bright, polished metal.
Are the knives full tang?
Yes. The steel runs the full length of the handle, and the handle is locked to the tang with steel pins, so there is no wobble where blade meets handle. The lifetime warranty covers tang, handle and pin construction failures under normal kitchen use.
Why does my knife look different from the photo?
Each blade is shaped by hammer and fire, so forge texture, hammer marks, finish and wood grain vary from knife to knife. Product images are representative. These differences are natural to a handmade knife, they are not defects, and they mean yours is one of a kind.
Shipping and Orders
Is shipping free?
Shipping is free within the United States and Australia. We also ship worldwide, and rates for the rest of the world are calculated at checkout. International customers are responsible for any customs duties, import taxes or handling fees charged by their country.
Where do orders ship from?
Orders for the United States and international customers ship from our warehouse in Memphis, Tennessee. Orders for Australia ship from our warehouse in Melbourne, Victoria. Every order ships with tracking, and you get a shipping confirmation email with the tracking number as soon as it leaves.
How long does delivery take?
In stock orders are dispatched within 1 to 2 business days. After that, typical transit is 3 to 7 business days in the United States and Australia and 7 to 21 business days for the rest of the world. Carrier times are estimates, not guarantees.
What does pre order mean?
When a knife sells out, we offer it on pre order. Your order goes to the forge and the knife is made from scratch, which takes up to 2 to 3 weeks before it ships. You can cancel a pre order for a full refund any time before the knife ships.
Returns and Warranty
What is your return policy?
You can return an unused knife within 30 days of delivery for a full refund or exchange, in its original condition with all packaging. Email us first for a return authorization. Return shipping on a change of mind is paid by the customer. Approved refunds reach your original payment method within 5 to 10 business days.
What does the lifetime warranty cover?
Every knife has a lifetime warranty against defects in materials and craftsmanship, including tang, handle and pin failures under normal kitchen use. It does not cover normal dulling, misuse such as prying or cutting on glass or stone, rust from the dishwasher or soaking, or repairs done by anyone else.
How do I make a warranty claim?
Email sales@xcutlery.com for the United States and international orders, or sales@xcutlery.com.au for Australia. Include your order number and photos of the problem. We reply within 1 business day, and approved claims are repaired or replaced free of charge.
What if my knife arrives damaged or wrong?
Contact us within 48 hours of delivery with your order number and photos of the item and the packaging. We will send a replacement or a full refund, and in most damage cases you do not need to send anything back. For defective or incorrect items we cover return shipping.
Care and Sharpening
How do I care for a high carbon steel knife?
Hand wash it, dry it right away and wipe on a light coat of food safe oil. Keep it out of the dishwasher and never leave it soaking in the sink. That short routine, explained in our knife care guide, is all it takes to keep the forge scale and the edge in good shape.
Why is my blade turning darker?
High carbon steel darkens into a patina as you use it. That is normal for this steel and it is not a defect. Red rust is a different story and usually means the knife stayed wet too long, so dry and oil it after every wash.
Can I put my knife in the dishwasher?
No. The dishwasher will rust high carbon steel, and rust caused by dishwasher use or soaking is not covered by the lifetime warranty. Washing it by hand takes less time than unloading the dishwasher anyway, so you lose nothing.
What do I do when the edge gets dull?
Sharpen it. Every edge dulls with use, and on high carbon steel routine sharpening brings it back. Dulling is normal wear and not a warranty issue. Cut on wood or plastic boards, because cutting on glass, stone or metal damages the edge and is not covered.
Custom Knives and Gifts
Can I order a custom knife?
Yes. Tell us the blade shape, size and handle you have in mind on our custom knife page. Custom knives take 2 to 3 weeks to forge and finish. Custom and personalized orders cannot be returned, so ask all your questions before you order.
Do Xcutlery knives make good gifts?
They do, as long as the person on the other end actually cooks. Browse our gift collection or the best sellers if you are unsure. The buyer must be 18 or older, and it is worth passing on the care routine: hand wash, dry right away, oil lightly.
Still stuck? Read the full warranty terms, learn how our knives are made, or get in touch through the contact page.