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?

    We are absolutely still open for retail customers via our website.
    If you are a bulk purchaser, distributor or wholesaler wanting 20+ bags of clay please email us directly.
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    CAN I ORDER ONLINE AND PICK UP FROM YOUR WAREHOUSE?

    No. We understand this is frustrating for our customers, but it is not possible to collect from the warehouse.
    We have made a difficult decision to close the store front to protect our staff and ensure our ability to continue trading online for all our customers who will want clay and tools at home for the duration of this crisis.
    We are thankful for the respect, patience and understanding our customers are demonstrating by staying away during a very difficult time.

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    I LIVE JUST DOWN THE ROAD, CAN’T YOU MAKE AN EXCEPTION?

    No.  We know this is frustrating, we know this is normally possible, we're sorry, it is not possible right now. If we could make an exception for you, we could make it for everyone and we would be open.
    We are closed to the public and collections are not possible at this time. We can still ship to you via the internet and courier.
    We are thankful for the respect, patience and understanding our customers are demonstrating by staying away during a very difficult time.

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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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    SHOPIFY IS SAYING YOU CAN’T SHIP TO MY AREA, WHAT DO I DO?

    Shopify can be a little temperamental, and it sometimes says things it doesn’t mean. Of course we can ship to you.
    If you’re being told otherwise we do apologise, please  email us your order and we will process it manually.

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    HOW LONG WILL MY ORDER TAKE TO BE DELIVERED?

    Usually we’re committed to a 48 hour dispatch window for internet orders. The current situation with COVID19 has resulted in a spike of sales, and 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 3 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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