FAQs
Have a question we haven't answered below? Please email us, we'd love to help.
Yes! and no. We're here, but the shop isn't.
Keane Ceramics has been online only since March 2020. We no longer have a shopfront, display, or samples for customers to browse.
We do welcome clients wishing to order via our click & collect service and then pick up their orders from our Somersby Warehouse.
To collect on site, your order must be placed by 2pm at least one business day prior to the day you wish to collect.
There is no opportunity to purchase goods on site in any circumstances.
We know it's been a big change for our long time customers, but it has been necessary to handle the growth we are experiencing, and we appreciate your respect of our staff as they work hard to process all your purchases in fair order.
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.
It is not possible to order on your phone on site for immediate collection. Keane Ceramics is unable to facilitate same day collections in any circumstances.
HOW LONG WILL MY ORDER TAKE TO BE DELIVERED?
Our lead times to dispatch are currently 4-5 business days. If you have not received your tracking information in 5 days, please email us
If you have received your tracking number from shippit, please follow those links first. Unfortunately we don't have a magic hotline, and playing the middle man can further exacerbate your lead times when seeking answers.
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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 only 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?
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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.
The global shipping industry remains extremely congested, and demand for ceramics has never been higher. This perfect storm can mean longer than usual lead times between stock orders, and even our own Keane's Clay production. Please be patient, we are doing what we can to keep our shelves full!
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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.
When dispatching orders, we send through confirmation emails and tracking details. If you haven't received this within 5 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!
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.
