What is your company ethos?
Drink Coffee That Cares: Care about people. Care about equality. Care about quality. Care about sustainability. Care about creativity. Care about community.
Is your coffee sourced ethically?
All of our coffees are sourced ethically and sustainably.
Where we can, we source our coffee direct trade from producers and where that is not possible, we source our coffee through trusted partners.
We pay a fair price for all of our coffees and ensure that the producers we work with pay a fair price to their employees too.
What is your commitment to quality?
We understand that in order to have a quality-focused and ethically minded business, we must control all aspects of the supply chain. We have spent the past 8 years working hard to master every little detail about every single process. This includes knowing who, how, and where all our coffee comes from, investing in projects that bring about good and ensuring our wholesale partners share the same values as us.
Who selects your coffees and what are their qualifications?
Our founder, Sasha, selects all of our coffees. She’s an expert Q-grader (coffee taster).
Do you support local communities?
We sure do!
We are huge advocates for female leadership, in and out of coffee. We have spent countless volunteer hours mentoring, encouraging, and supporting other women to believe that being ‘their own boss’ is totally possible.
We raise money each year to support a program called, Beyond Barbed Wire, run by Barnardos Australia. The program supports Mums, who have recently left prison, to get back on their feet and be restored with their children
How the program works:
Each Mum who voluntarily enters the program is provided with a mentor. The mentor works closely with each Mum to overcome all kinds of obstacles, such as housing, finances, and employment. One key aspect of supporting Mums in employment is offering them the opportunity to learn new work skills. So, the program also has its very own coffee cart which teaches barista skills!
We think the program is so great that we donate coffee to the cart all year round too!
Do you support international communities?
Yes! We support international communities in many ways.
Here’s a couple of ways how:
Our founder Sasha, volunteered her time in the Philippines on a mission to help farmers understand how to improve their coffee quality. The farmers she worked with at the time, had no idea how to taste and evaluate their own coffee. With Sasha’s extensive training, they were able to improve their tasting abilities, which had a big impact on the quality of the coffee they produced as well as their living conditions.
We also recently bought coffee from a community of producers who were struggling in Burundi. We bought their coffee and with the profits from our sales, we donated it back to the community to buy them new coffee seedlings, so they could grow new coffee trees.
Do you offer free shipping?
Yes, we offer free shipping on all 1kg subscriptions!
For all other orders, we offer free shipping for orders $50 and over, Australia wide.
How much does shipping cost?
Shipping is a flat rate of $7.95 Australia wide and free for all orders $50 and over.
We also offer free shipping on all 1kg coffee subscriptions!
Where in the world do you ship?
What kind of shipping do you use?
We use Australia Post for all of our online orders. All of our orders have email tracking, so you can track your own order.
How do I track my order?
When we send your order out, you’ll receive an email with a tracking number. You can then trace your package at all stages of its delivery. If you have any trouble or questions about the whereabouts of your order, please contact email@example.com and we will try to answer your email within 24 hours.
What day will my order be shipped?
We roast all our coffee fresh to order, so it’s usually shipped a couple of days from day of purchase.
How long does it take to receive my order?
This depends on where you live.
We generally advise waiting 3-5 business days if you’re in NSW, ACT, VIC, or QLD.
If you’re in NT, WA, or TAS, it could take up to 7 business days.
When do I start to panic if my order has not arrived?
Never, all can be resolved. But, if you cannot locate your package, please contact us for support.
Phone (02) 8294 3058
My tracking says delivered, but I haven't received the shipment. What do I do?
Whilst we have confidence in Australia Post, we also know, that sometimes delivery issues occur. In these cases, if it’s been 3 or more business days since false delivery, send us an email at firstname.lastname@example.org, so we can chase it up.
To make things easier, use your tracking and contact Australia Post first to see the false delivery and they might be able to sort it out for you. We also recommend checking with your neighbours to see if it was accidentally delivered somewhere nearby.
What if my order is damaged in delivery?
If your order is damaged upon delivery, we can easily replace it. However, we will require a photo of the damage to be emailed to email@example.com
How do I log in to my account?
Step 1: Click login
Step 2: Enter username and password – click login
I forgot my password. How do I fix this?
Step 1: Click Lost your password?
Step 2: Enter your username or email address – Click reset password
When will my first order be shipped?
Straight away! We roast all our coffee fresh to order, so it’s usually shipped a couple of days from day of purchase.
When will my subscription renew?
This depends on what subscription you purchased.
For ‘weekly subscriptions’ they will renew exactly 7 days from the day the subscription was purchased.
For ‘fortnightly subscriptions’ they will renew exactly 14 days from the day the subscription was purchased.
For ‘monthly subscriptions’ they will renew the same day on each month (e.g., if you purchased your subscription on the 24th of May, it will renew on the 24th of June etc).
When can I cancel my subscription?
You can cancel your subscription any time!
We recommend cancelling your subscription at least 24 hours prior to your renewal date.
Is it too late to cancel my order if my subscription has already renewed?
You are free to cancel your subscription at any time, however, once your subscription has already renewed, it is too late to cancel that order. This is because, we roast all of our coffee fresh to order, so it’s more than likely your coffee has already been roasted and processed in our facility.
We do not offer any refunds on subscription orders once they have already renewed.
How do I cancel my subscription?
My Account – Recent Orders – Order # (View Order) – Related Subscriptions (View) – Cancel
Do you grind your coffee beans?
Yes, we grind your coffee fresh to order.
Select your grind type under the ‘grind’ tab upon purchase.
What brew types do you grind coffee for?
All brew types!
Espresso, Stovetop, Plunger, Aeropress, Pourover, Batch Brewer, Reusable Pods.
Do you charge extra to grind my coffee?
Nope, it’s a free service!
How do I know if your espresso grind will work in my machine?
Finding one perfect ‘grind particle size’ to suit every single ‘domestic espresso machine’ that exists is impossible!
So, the grind particle size we have chosen for espresso is suitable for more modern domestic espresso machines, or in other words, espresso machines that brew with a minimum of 9 bars of pressure.
If you have an older (or very cheap) domestic espresso machine, that does not brew with 9 bars of pressure, we recommend selecting a courser grind size – such as, pour over!
Will you refund me if my grind is wrong?
All our grind types have been tested on many styles of each brew type. We have, to the best of our ability, selected grind types that we know work on the majority of brew types. However, there is no perfect system. So, if you’re unsure about what grind to select, please contact us on firstname.lastname@example.org before purchasing and we are more than happy to help.
Once your coffee has already been ground, we have no use for your coffee, so we cannot offer any refunds.
Which machines can I use your pods with?
Our pods are compatible with all original style Nespresso® coffee machines including but not only the following: Citiz, Lattisima, Lattisima Premium, Lattissima Plus, Le Cube, Pixie, Essenza, Expert, Maestria, U, Inissia, Creatista, Concept, Prodigio etc. Our pods do not fit the new Vertuo line of Nespresso® machines or commercial Nespresso® flat disc capsules.
What coffee are your pods made from?
Our coffee pods are made from our Hollywood Blend. We actually can’t believe how similar it tastes to when it’s brewed through a coffee machine.
How many pods are in a box?
There are 10 pods in a box (53g).
What are your pods made from?
Our biodegradable and compostable pods are made from a plant-based composite. They are made entirely from sugarcane and sugar beet. This means that the complete pod, including the foil, is made from plant materials.
How do I dispose of my coffee pods?
After usage, you can throw the pod in your green council compost bin or your normal household bin.
Under the right industrial set conditions, they will fully break-down into compost. Our pods are hermetically sealed, with a plant-based oxygen barrier to keep our coffee as fresh as possible. This means that our entire pod can be chewed up, and spat out by our little microbial friends, leaving behind biomass, CO2 and water.
Can I put your pods in my home compost?
We cannot guarantee this, as it depends on the variability of soil composition, temperature, humidity, and a heap of other factors.
We recommend a commercial facility, as under the right industrial set conditions, they will fully break-down into compost.
What are my payment options?
You can pay through, Visa, Mastercard, AMEX, Paypal, and Afterpay.
Is your site secure and are my payment details safe?
Yes, not only is our site secure, it meets all 6 categories of PCI DSS Compliance.
The Payment Card Industry Data Security Standard (PCI DSS) is an information security standard for organizations that handle credit card and debit card information. Any store that sells online and accepts payments from Visa, MasterCard, American Express cards must have software and hosting needs to be PCI compliant. Your payment details are safe!
Do you offer refunds on coffee?
We offer NO refunds on coffee purchases.
If the coffee is damaged through delivery we can offer a replacement, however, we will require a photo to be taken and emailed through to email@example.com
Do you offer refunds on brew gear?
For brew gear purchases: if a product is broken or faulty upon arrival, you may return or exchange the product within 30 days of purchase. If you want to make a return on a product that is not broken or faulty, the product must also be unused and in its original packaging.
Keep in mind that we do not cover the return shipping cost for the product.