FAQs

FREQUENTLY ASKED QUESTIONS

COVID19 UPDATES

GENERAL INQUIRIES

    Have a question we haven't answered below? Please email us, we'd love to help.

     



    ARE YOU STILL TRADING?

    Yes! We are open and fulfilling orders, however Keane Ceramics is now Online Only.
    COVID has been a time of exponential growth for Keane Ceramics and we thank all clients long term and new for their support and enthusiasm for our products during such uncertain times.
    In order to manage this growth we have closed our shop front to make way for more staff. We are working on re-opening a bigger, better retail shop front in late 2021.
    Until that time, you can still browse and purchase goods from us for collection (with due notice) or have your orders shipped to your door.
    Please use this website to place orders for 19 or less bags of clay (Orders Under 250kg).
    During checkout you can opt to click and collect, or have your goods shipped to you via courier.
    If you are a bulk purchaser, distributor or wholesaler wanting 20+ bags of clay please do NOT use this website, rather email us your order directly.
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    CAN I ORDER ONLINE AND PICK UP FROM YOUR WAREHOUSE?

    YES! Click and Collect is available as part of the checkout process.
    Orders placed before 2pm are available the following day.
    Keane's is currently unable to facilitate same day collections. Please plan your purchases accordingly.
    A small note on the current Click & Collect Process;
    Our current (interim) software for click and collect requires you to use Google Chrome as your web browser.
    Please add your items to the cart, agree to the terms and conditions then click on the small shop front icon just below the terms and conditions box and proceed through to pay and complete your purchase.
    You will be emailed when your order is ready to pick up.
    Please remember we no longer have a shop front on site for clients to browse or receive on site customer service beyond collecting their goods.
    We are working towards welcoming customers again in store in late 2021.

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     CAN YOU STILL DELIVER TO ME OVERSEAS/INTERSTATE?

    Yes.
    Freight and logistics are considered essential services, and we are receiving regular updates from all our freight partners.
    At this stage deliveries are possible locally, interstate and internationally.
    PLEASE NOTE: This is an evolving situation and we will continue to comply with and support government advice. We will be adjusting our website FAQS and shipping availability to adhere to any developments and advice re. COVID19.

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    HOW LONG WILL MY ORDER TAKE TO BE DELIVERED?

    Our lead times to dispatch are currently 3-4 business days.
    Couriers are also under increased pressure with the country going online to shop for everything they need, so we appreciate your understanding and flexibility in uncertain times.

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    I JUST PLACED AN ORDER – CAN I MAKE A CHANGE/ADDITION?

    We’re afraid not. We know it’s seems simple, but we’re hoping you’ll trust us when we say it’s not. We receive a huge volume of orders and communications, and it’s simply not possible to accommodate the number of requests we receive for changes and additions.
    Please double check your carts, think on it, Sleep on it and press ‘Check Out’ when you’re sure you have everything.
    If you remember the moment after you click ‘check out’ you will need to submit a fresh order and pay the associated shipping.

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    I JUST PLACED 2 ORDERS IN A SHORT PERIOD OF TIME – CAN YOU COMBINE SHIPPING?

    Unfortunately we can’t offer combined shipping.

    Even if you call and email to let us know, our system for picking, packing and dispatching orders can mean that your two orders might never be in the same hands.
    If we do see two orders heading the same way to the same person and the stars align we will of course combine them - we’re not monsters!

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    THE WEBSITE SAYS YOU'RE OUT OF STOCK - ARE YOU?
    Sadly yes. Our website is linked directly to our inventory systems, so if it's showing as out of stock, it's out of stock. We receive regular shipments for all our stock and manufacture our own clay right here on site, so unless the product says  *Discontinued* it will be available again soon.

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    If you'd like to be alerted once it's available again for sale, you can leave your email address in the window provided on any "out of stock" items and we'll let you know.
    If you need an ETA so you can plan your orders and production, please  email us and we'll do our best to let you know.

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    When dispatching orders, we send through confirmation emails and tracking details. If you haven't received this within 4 business days of placing your order, please check your junk mail and  email us  if you haven't received anything.
    If you have received a tracking number, the fastest way to receive an update is to visit the website of the nominated courier and enter your tracking details. If you need more information, please phone the customer service line of the relevant courier and quote your tracking number. 


    Email! Optus and Telstra are under increased load to manage and direct voice calls. We do receive all your voicemails but we can’t always get through when calling back.
    If you  email us your queries, you reduce the demand on the phone lines and increase our response time.
    Please make sure you’ve read the FAQ, and that your question has not been answered already.


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