Shipping and Refunds Policy
Shipping Policy
Our delivery fees differ around the world due to the couriers we use and the rates available to us. Shipping fees are based on the products you purchase as well as the value of your cart. Prices are shown in local currency, and are tax inclusive.
Please note that all orders are processed by our roastery teams for dispatch on a regular routine basis. Due to this process, orders are processed immediately and we are unable to accommodate requests for delayed dispatch.
New Zealand
Name - Criteria - Cost
Standard Rate - Cart value under $50.00 - $5.00
Free Shipping - Cart value $50.00 or higher - $0.00
Australia
Name - Criteria - Cost
Standard Rate - Cart value under $60.00 - $9.00
Free Shipping - Cart value $60.00 or higher - $0.00
Express Shipping - All Orders - $15.00
United Kingdom
Please note: We are only able to ship orders to mainland UK, Northern Ireland and Jersey. We do not currently offer shipping to Guernsey or the Isle of Man.
Name - Criteria - Cost
Royal Mail Tracked - Orders under £35.00 - £5.00
Royal Mail Tracked - Orders over £35.00 - £0.00
DPD - Tracked - Orders under £35.00 - £6.50
DPD Tracked - Orders over £35.00 - £3.00
Singapore
Name - Criteria - Cost
Standard Rate - Cart value under $35.00 - $3.80
Free Shipping - Cart value $35.00 or higher - $0
Japan
Name - Criteria - Cost
Standard Rate - Cart value <JP¥4999 - JP¥770
Free Shipping - Cart value JP¥5000 or higher - JP¥0
Delivery
Please note - All shipping timeframes provided on our website are indicative of estimated delivery timeframes which apply once our couriers have received your order. We partner with several third-party shipping providers to get coffee from our Roasteries to your door and as a result, we are unable to guarantee specific timeframes for your order to be delivered.
We get it – you need your coffee. That’s why we work to get your order dispatched out of our Roastery doors as soon as we can. We ship from Australia, New Zealand, Japan, Singapore, and the United Kingdom, Monday – Friday. Our courier delivery times are dependent on our fulfillment & where goods are being shipped to and from.
We operate on a next-day dispatch basis. However, we don’t dispatch orders on weekends, because we need some time off as well as the postie. If you order after 10am on a Friday, you can expect the order to be packed on the following Monday.
You will receive an email when your order has been processed for dispatch and from there you can expect your order within 5 working days (worst case scenario). Public holidays and weekends also delay our couriers – sorry. If delivery is delayed beyond these timeframes, get in touch with our team for assistance and to find a resolution.
Refund policy
We want you to enjoy your coffee so if you have any concerns, or things weren’t what you expected then please let us know. Due to our coffee being a fresh product, we don't generally offer refunds for change of mind or because something isn't to your taste, but if there is a quality issue we will make it right. We'll always meet our legal obligations around refunds and returns.
All orders received are final and goods or service will be shipped as per the order form, so please make sure you double-check your address. If it’s too late and you see a mistake, drop us a line via email and we will do our best to make the change for you. Alternatively, if you receive your order and something is amiss, contact our local customer service team through the details on the bottom of your order email. We will handle errors on a case-by-case basis.
We do ask that you raise any issues promptly with us. If you don't do this, we might not be able to offer a refund, especially if the delay means we can't verify the problem.