General
When will my order be dispatched?
Orders will be dispatched within 1–2 working days of purchase.
What payment methods do you accept?
We accept PayPal, ShopPay, Apple Pay, American Express, Mastercard and VISA.
Can I cancel or change my order?
Yes, you can cancel or change before 9am on our dispatch days. Contact us with your order number and we'll take care of your requests, but please allow up to 48hrs for us to process changes or refunds.
Do you accept returns?
We do not accept returns for coffee. For all other products, we allow returns 14 days from receiving delivery.
I received the wrong product, what shall I do?
Please send us a photo of the products you received within the original postage box within 14 days of delivery and we will find a solution.
Coffee
The coffee I ordered last time is out of stock, will you have more?
When a coffee becomes out of stock, we may have an additional release, depending on the next harvest. Please ensure you sign up to be notified when it's back in stock. We always look to purchase following harvests from our partner producers.
When is it best to brew coffee?
We recommend resting our coffee inside its sealed bag for a minimum of 21 days to enjoy the best results. This allows a release of carbon dioxide trapped inside the coffee during the roasting process.
How do I dispose of the coffee packaging?
All of the packaging you receive is fully recyclable paper and plastic. However, we encourage you to check it is accepted at your local recycling centre.
Shipping
What are the shipping costs?
Shipping costs vary according to the service you select and your shipping location.
How do I track my shipment?
Once we have dispatched your order, you will receive a tracking link in the shipment confirmation sent to your email address.
My order has not arrived within the estimated timeframe.
If your order has not been delivered within the timeframe above, please contact us with your order number and we will initiate contact with our delivery couriers.
International Shipping, Duties & Taxes
What is included in the shipping cost?
EU and ROW: Import taxes and duties for your order are calculated at checkout, along with shipping, and shown before you pay. The total you see at checkout is the final amount, so there are no additional costs on delivery.
How do I pay for customs charges?
Duties and taxes for EU and international orders are calculated at checkout and shown before you pay. Once your order is placed, no further fees will be charged.
Will my shipment be delayed?
Because duties and taxes are handled at checkout, your parcel should clear customs smoothly and arrive within our estimated delivery time. Occasionally, customs checks can still cause delays outside our control. If you’re concerned about your delivery date, please contact us.
What are the EU thresholds on duties?
- Orders up to €150: VAT is charged at your country’s standard rate, plus a flat €3 customs duty per item type.
- Orders over €150 (excluding shipping): Standard customs duties and import VAT apply.
Subscription
Can I subscribe to certain coffees, or swap one coffee out for another?
You can not subscribe to certain coffees or make a swap. Our subscription is curated by us each month to highlight a specific theme or showcase certain producers. A subscription will also include brewing guides and detailed coffee information.
Which coffees will I receive?
You will receive different coffee(s) each month and you can choose to receive the coffee fortnightly, monthly or bi-monthly.
Coffees are selected by us according the theme or producer we choose to feature.
Can you grind my subscription?
We believe the character of our coffees are best represented when ground immediately right before brewing. Dispatching our coffee in whole bean form is part of our commitment to quality and will insure you get the very best results.
How do I change my shipping address or payment details?
You can log into your account here to make any changes to your subscription.
How do I modify my order frequency?
Locate your subscription within your account on our website. Within the subscription settings, you can edit the frequency between fortnightly, monthly and bi-monthly deliveries.
Can I skip a shipment?
Yes, you can do this within your subscription settings in your account.
How do I cancel my subscription?
You can do this free of charge within your subscription settings in your account.