Frequently Asked Questions
My item has arrived and it's damaged, what happens next?
A. Please contact us within 5 days after you have received the item. If it cannot be replaced nor repaired, we will offer a full refund.
What happens if I purchase a water purifier and it arrives broken?
A: All water purifiers that are sent from Village Pottery Company are insured and any broken piece will be replaced at no charge.
If my purifier arrives broken, how long do I have to wait for a replacement piece?
A: 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.
Why does it take so long to have them made and ship them out?
A. These purifiers are high in demand, it seems when the wait time is reduced, the number of orders per week increases. They are also large and complex to make, therefore there is a capped number we can physically make, fire and store per week. There is always a waitlist for a Village Pottery purifier.
Your website advises that it takes 6-9 weeks to have the purifiers made and despatched, is this timeframe guaranteed?
A: Unfortunately, no. However, it's highly likely that it will be ready within the 6-9 weeks. Due to making purifiers in high quantities, there are things that can cause delays such as suppliers running out of stock (we need thousands of tonnes of raw materials every month to meet quotas), machinery breaking down which is crucial for our processes (ie the kiln and compressors), skilled staff sickness or injury. We hate being late! If we are late we'll be working ridiculously long hours to catchup.
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 (ie the standard of quality), we will consider a refund.
Why choose a ceramic water filter?
A: There are important reasons why you should choose stoneware water purifiers:
- Gravity fed ceramic water purifiers are easy to maintain, easy to use and are attractive additions to your home or office.
- Ceramic water filters are highly portable, they need no plumbing and they need no electricity.
- They are a highly effective barrier to particles and pathogens.
- The replacement stoneware water filters are relatively inexpensive to use, a 6 month filter lasting 1000 litres normally sells for less than $30.00 making each litre costing approximately 3 cents.
- Stoneware water purifiers are self-sterilising, they are made from 100% natural elements and they do not remove those minerals from the water which are beneficial to health.
- Pottery water purifiers make the water taste better, they keep the water cool naturally.
Our water purifiers are all Australian made with high fire porcelaneous stoneware which is mold and mildew resistant.
When does a ceramic filter need cleaning and how do I clean it?
A: Once the flow out of the pottery filter becomes noticeably less than normal which is usually due to the build-up of sediments on the outer ceramic of the stoneware water filter. To clean simply remove the pottery filter from the stoneware purifier and scrape the surface with the back of a knife under running water or by using a scouring pad (similar to 3M scotchbrite. Never use soap or detergents as they can leave a residual.
When does a ceramic water filter candle need replacing?
A: Usually every 12 months or 2000 litres.
What happens if I leave the stoneware filter unused for a period of time?
A: If normal use of the pottery water filter is interrupted by holidays or vacation, growth of harmless heterotrophic bacteria may result in a flat or stale taste for a period of time when use of the stoneware water filter resumes. Flushing the water purifier filter system for several minutes after any prolonged period of inactivity should eliminate the problem.
Will my water purifier remove fluoride?
A: Yes if you purchase a SCP Fluoride Plus™ filter.
Does the pH of my drinking water increase when I use the ceramic filter?
A: 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?
A: Yes, either a 12 month Doulton Super Sterasyl or a 12 month SCP Fluoride Plus™ is included with a new water purifier.
Where can I buy replacement water filter candles?
A: Replacement water filters are available from most Health Food shops and many hardware shops as well as from Southern Cross Pottery. Please follow the link to the Southern Cross Pottery page here.
Does the filter for the ceramic purifier need to be the same as to what was included in my purchase?
A: No. Any gravity fed ceramic water filter will work including those manufactured by Australis, Waterco, Pozzani and Stefani but we highly recommend that you purchase a Royal Doulton Super Sterasyl or a SCP Fluoride Plus™ filter.
Can I buy a replacement filter direct online from Village Pottery Company?
A: No.
Does my purifier need cleaning and maintenance?
A: Yes, we recommend that you clean the filter cartridge at least every 3 months, you will find further instructions on our 'blog' page.
I can't find a phone number to contact this business, why don't you have a contact number?
A: We're a small business, each of us have multiple roles within the business and 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, you can request a phone call if you wish.
Does Village Pottery Company have any retail outlets?
A: This information will be updated soon.
Are the water purifiers shipped from Village Pottery Company exactly the same colour as displayed on your website?
A: We endeavour to match the colours as closely as we can but as all of our pottery water purifiers are hand made and hand decorated it is impossible to match them exactly. The glazes: sage and ash, ocean blue, and sage have some variation as they are very reactive to heat and airflow in the kiln.
Does the water purifier come with a warranty?
A: Yes. The water purifier comes with a 12 month replacement warranty.
How fast does the gravity fed candle filter water?
A: Water is filtered at a rate of 1 to 1.5 litres per hour.
I have installed my purifier and filter as per your instructions, the water tastes strange! How can this be fixed?
A: One in every 50 customers contact us with this problem. It can usually be resolved by soaking the new filter overnight and flushing it out, please look for the website page 'blog' and then find the article 'setting up and troubleshooting' following the instructions on this page.