Frequently Asked Questions
My water purifier has arrived damaged or broken. What happens next?
Please contact us within 5 days of receiving your order. All water purifiers sent from Village Pottery Company are insured and any broken piece will be replaced at no charge. If we have the part in stock, it will be posted right away. Typically a replacement part is sent within two weeks. You will be first in line to have your piece replaced. If it cannot be replaced, we will offer a full refund.
Why does it take so long to for the water purifier to be made and sent out? Is the production timeframe guaranteed?
There is always high demand for our water purifiers. They are also large and complex to make, therefore the amount we can physically make, fire and store per week is limited. It is highly likely that your order will be ready within the quoted timeframe, but unfortunately not guaranteed. Many factors can cause delays such as suppliers running out of stock (we need thousands of tonnes of raw materials every month to meet quotas), issues with machinery that is crucial for our processes (e.g. the kiln or compressors), staff sickness or injury etc. We hate being late! If we are late we'll be working ridiculously long hours to catch up.
I have changed my mind, I have purchased this item and no longer want it, can I get a refund?
No, we don’t offer refunds for change of mind. However, if you have purchased this item via our website, and the item doesn’t meet your expectations (i.e the standard of quality), we will consider a refund.
What happens if I leave the filter unused for a period of time?
If normal use of your ceramic water purifier is interrupted by a holiday or other time away, growth of harmless heterotrophic bacteria may result in a flat or stale taste for a period of time when use of the water filter resumes. Flushing the water purifier filter system for several minutes after any prolonged period of inactivity should eliminate the problem.
When does my filter cartridge need replacing?
See the FILTER INFORMATION page of our website for more info about our filter cartridges
Does the pH of my drinking water increase when I use the ceramic filter?
There will be a slight increase in the pH of water passed through the ceramic filter due to the presence of the mineral Wollastonite in the ceramic. Wollastonite is slightly soluble and alkaline, so may partly dissolve in the water as it passes through the ceramic water filter, causing a minor pH shift which is harmless.
Does the Village Pottery Company water purifier include a filter when a purchase is made?
Purifiers can be purchased with No Filter, an Ultra Fluoride Filter or an Ultra Sterasyl Filter. Select your choice before adding the item to your cart.
Where can I buy replacement water filter cartridges?
We sell replacement filter cartridges in our online store HERE
Does the filter for the ceramic purifier need to be the same as the one it originally came with?
We do recommend continuing use of our filter cartridges, as they are made by reputable brands and thoroughly tested for efficacy. However, any gravity-fed ceramic water filter will work, including those manufactured by Australis, Waterco, Pozzani and Stefani.
Does my ceramic purifier and filter need cleaning and maintenance?
Yes. Find further instructions on our 'blog' page
Are the water purifiers shipped from Village Pottery Company exactly the same colour as displayed on your website?
We endeavour to match the colours as closely as possible, but as all of our pottery water purifiers are hand made and hand decorated it is impossible to match them exactly.
Does the water purifier come with a warranty?
Yes. The water purifier comes with a 12-month replacement warranty.
I have installed my purifier and filter as per your instructions, the water tastes strange! How can this be fixed?
It can usually be resolved by soaking the new filter overnight and flushing it out. See more comprehensive instructions on our 'blog' page
Does Village Pottery ship internationally?
We ship to Australia and New Zealand.
I can't find a phone number to contact this business, why don't you have a contact number?
We're a small business, and each of us have multiple roles within the business. Most of our roles involved getting our hands dirty with clay. Due to our multiple roles, it's difficult to answer the phone while ensuring that our production jobs are completed in a timely manner so that our weekly quotas are fulfilled. If you have any questions, please email them to info@villagepotterycompany.com.au