Help & Frequently Asked Questions (FAQs)
Creating a coffee subscription plan is very straight forward. Start at the Coffee Subscriptions information page, select your preferred subscription. Add the subscription to your cart and then go to checkout.
Payments are processed on the same date each month (around 8-10th day of the month) and require a valid card or paypal account.
Each month once payment is processed we will select and pack for you a new roaster or coffee variety and send it to you direct at your registered address.
How do I Place an Order?
Simply browse our site and whenever you find something you want to purchase click ‘Add to Cart’. The item will be stored in your cart permanently. You can keep on shopping and adding items. When you are ready you can proceed to ‘Checkout’ and either login (for existing customers) or create a new account.
Can I Save Items for Later?
You can add a product to Your Wishlist and see it anytime you check back. However remember that stocks may run out and that adding an item to your wishlist won’t reserve an item for you (you’ve got to buy it to do that!)
Do I Need to be a Member?
You don’t have to be a member however joining is simply your name and email address. Of course, you can only collect VIP specials and Member Reward Points if you are a member!
If you are worried about your info – your personal details are safe and securely stored.
What is the Delivery Timing?
Your order is normally dispatched within 3 business days from when you place your order, depending on which postage option you select and which payment method you use.
See Local Shipping and International Shipping for rates and specifics on timing.
Within Australia, delivery times are normally 2-3 days but can be as short as overnight or up to 4-5 days if you are in a non-metro area.
For international orders delivery times may vary depending on the country and local postal service and can be anywhere from 4-5 days to 2-3 weeks.
Will I be Charged Import Duties or Taxes for Orders Outside Australia?
Usually you will not be charged import duties. However for larger value orders you may be subject to import duties and/or taxes levied once the package reaches your destination country.
If you are charged import duties by your country’s customs and imports authority you will need to manage this directly with them to obtain your product.
What about Returns or Exchanges?
You are welcome to exchange an item you have purchased either for a refund (product only refund) or an exchange if you let us know within the returns period. Fresh food products cannot be returned for change of mind or once opened. You will need to pay the cost of getting the item back to us and unfortunately the original shipping cost is not refundable.
For product exchanges a small additional return fee might be payable.
See the Returns Policy page for more details.
Is it Safe for Me to Pay Online?
It is 100% safe… the payment page is encrypted, your payment access details are not stored by us and we can only ever charge you what your order amount says! Simple and very secure.
We use leading payment processors – Stripe and PayPal.
When you access the website check to see if the web address starts with ‘https‘… that shows the pages you are looking at encrypted and can’t be snooped on by anyone else!
How Will My Items be Packaged?
Every order is hand packed by our team here in Sydney, Alexandria. We recycle packaging material and use eco friendly bubble wrap where possible. Each package is packed with padding to prevent damage, ceramics and fragile items are usually double boxed for extra protection.
I Have a Problem with My Order… What Now?
Just send us a quick email using our support page!
I Want to Make a Bulk Order?
See our wholesale and corporate orders info page. We can offer some volume discounts for larger order.
Can My Package be Delivered at a Specific Time?
If using regular postage it is generally not possible to schedule a specific delivery time (unless you know your postie!).
You can reschedule courier deliveries e.g. DHL, Fedex by contacting them directly after you receive the shipment notice.