How can we help?

FAQ Topics


When can I pick up my click and collect?

Please understand there is a process involved with pick and packing your order that takes time hence the reason not all orders can be same day pick up. Once we receive your order it will be sent to our warehouse to be processed. Once your order is ready you will be sent an email when it is ready for collection and from what location. All small orders through the website are collected from our retail store in West Gosford.

How much will my shipping be?

Once you have entered your full billing details at the checkout stage, our system will automatically calculate the shipping costs for you. Please note shipping costs may vary as they are dictated by freight companies who update their freight fee’s daily. Our system automatically calculates the cheapest option/carrier for you, and will provide you with the option for collection or express shipping. NB. Please be certain your address has been entered correctly to ensure that shipping costs are accurate.

How do I track my order?

Once you have received our order from our website, you will receive a confirmation email that signifies we have received it and its in the hands of our packing team.

Do we ship overseas?

Yes we do. Your country will appear in the drop down menu in address category.

Order Issues

I’m having an issue placing my order online

Please be sure to check the following Frequently asked questions to see if they can help you before getting
in touch. If you have an account with Keane please log in at check out before placing your order.

If your order has been placed you will receive a confirmation email which states your order number. If you do
not receive this (and be sure to check your junk and spam folders for this confirmation email) then chances
are your order hasn’t been processed. Please check your recent bank transactions to be 100% certain
before trying to place the order again.

I get the recaptcha error code and my order won’t process

The reCAPTCHA setting is something that works to protect our computers from pesky scammers and robots. If you encounter this roadblock when placing an order please try to place the order on a new browser.Last resort, you can clear the cache on your browser which will ultimately clear the history of your browser. Please Google “Clear cache” to determine if this is the right solution for you. Unsure whether to include this underlined part because it might confuse people even more.

My cart says there are no shipping options for my address/order?

Please check you have entered your address correctly using our auto complete as this allows our system to allocate a shipping method for you. If you are still having trouble please take a screen shot of your order and email our customer team atcustomerservice@keane.com.auwith the best contact method for you.

I don’t have an account with Keane, can I check out as guest?

Yes! You sure can.

Can I place my order over the phone?

We cannot take orders over the phone due to the automated system. Our online and portal orders are streamlined to make our processing efficient.

When is your retail store open?

Our opening hours for our retail store in West Gosford is Mon-Fri 8am-4pm and Saturday 9-2pm. Please stay posted to social media for updates or changes to our hours for public holidays.

What do I do if I have received the wrong order?

Mistakes can happen from time to time. If you have received an incorrect item or there is a problem with your order please complete the form below so we can help you quickly and efficiently.

Product & Stock

When will we know when a clay or product is back in stock?

Our clays run off a very specific production schedule as soon as they are made we make them available asap online. Please ensure you have completed the notify me form on the product you are inquiring about and you will receive an update in your inbox.

When is your next amaco shipment arriving?

We receive our Amaco shipments approx. 3 times per year. Stay posted to our social media with updates on our shipment ETA’s. Once you complete the NOTIFY ME form on the product you are interested in, we will send you an email directly when the item is available online and instore.

I have a technical question about using your clay, glazing, firing and specifications of our products

We receive a lot of questions in regards to the specification of use for our products. We have provided a wealth of knowledge on each product page designed to help you with specifications and uses.

So we can assist you quickly and conveniently, we ask you to complete the form attached so one of our ceramics experts can help you

In 200 words or less, please describe the problem

Describe your Kiln Schedule/ Firing Schedule:
Describe your making process, ie thrown, hand built, coiled etc:
If applicable to the problem, describe your glaze products and process
Provide photos of cones:
Provide photos of product:

Do you have a particular clay or product in stock in your retail store?

Unless you have seen a particular product or clay advertised as an IN STORE ONLY exclusive, all our stock availability is tracked via our website. If you see it is in stock online it will be available in our store. If you want to secure a “low stock” item, we suggest ordering online and selecting the click and collect option.

Can you put aside a product or order for me?

Yes we can if you place an order online and allocate click and collect. This will secure your order.

Can I come to the somersby warehouse to purchase clay directly?

All retail and purchasing facilities have been relocated to our flagship store 20 Grieve Close, West Gosford. There is no longer a purchasing or retail facility at our production factory.

Can I pre-order stock?

Yes, we do accept pre-orders if you are wholesale or trade customer. Please contact our Account Manager in our sales team to assist you with a bulk order request by emailing sale@keaneceramics.com.au

Can you order in specific glazes and tools for me?

Yes we can make a special order from our distributors as a bulk order only. Please contact our account manager in our sales team to discuss by emailing sales@keaneceramics.com.au

Can you order wheel and equipment parts in for me?

All the parts we stock are available on our website. However if you require a specific part from Venco, Shimpo or Brent, we can inquire for a special order on your behalf. Please specific as much detail on the part you need to customerservice@keaneceramics.com.au

Is your clay ethically mined?

Keane Ceramics is proud to manufacture clays without mining. Our bodies are dry mixed using a series of ingredients that are sourced internationally and locally. If any of the raw materials used are mined and refined, they are produced using a strict adherence to rules and regulations according to their country’s legislation.


I'm having an issue logging in

If you have forgotten your password please select the ‘reset password” option on our log in page. If you don’t
already have an account with us but want one you will have the option to create one at checkout.

How do I select click and collect option?

When you check out there will be an option for delivery or click and collect. Please select click and collect and complete the details according.