FAQ – ABOUT FLAVOUR INFUSED COFFEE
What is flavour infused coffee?
Flavour infused coffee is fresh Arabica coffee that has gone through flavour infusion process. Its worth while noting that flavour infusion does not change the coffee properties outside of the addition of the desired flavour.
How do you infuse coffee with flavour?
We follow a very rigid process when flavouring our coffee. It starts with choosing the best Arabica coffee available on the market and roasting it. Roasting is a critical step as we need to keep a fine balance between roasting time and type of flavour we use. Straight after roasting we use essential oils and natural flavours to infuse the coffee. The oil penetrates the bean carrying the flavours into the bean. The beans are then packed and sealed.
How does flavour infused coffee differ to using syrups?
Besides the artificial flavours, preservatives and sugar normally found in syrups the flavour infused coffee is not sweet and it retains a good balance between the natural taste of finest Arabica coffee and added natural flavour.
How many calories or sugar does flavour infusion add?
The amount is extremely low. We infuse the beans only with natural flavours extracted from fruit and plants. The extraction process takes out the natural flavours only while leaving behind allergens and sugars.
I have an allergy to peanuts is Hazelnut flavour infused coffee safe?
The extraction process used in our flavours takes out only the natural flavour compounds from fruits, nuts and plants etc while leaving behind the allergens. This means that you can enjoy our natural Hazelnut coffees even if you have peanuts allergy.
FAQs – ORDERS & SUBSCRIPTIONS
Can I place an order by telephone?
At this stage orders can only be placed online. If you have a special requirement please contact our customer support team and we will be happy to help. [email protected]
How can I check the status of my order or subscription?
After you are logged in please navigate to My Account. From there you can check the status of your order or subscription. We will keep you informed via email every time your order status changes.
Can I cancel my order?
Yes, you can providing that the order has not been sent. We usually dispatch our orders within one business day of ordering. Please email customer support [email protected]
Can I modify my order?
You can change your personal details such as your shipping and billing address. However, at this stage our system does not allow changes to products you have ordered. Please contact customer support [email protected] and we will be happy to help.
How do I make an order or subscription as a gift for someone?
We have made it easy to gift coffee or coffee subscription. During checkout please select ‘Ship to a different address?’. Alternatively, during checkout please leave a comment in “Order notes” section and we will follow your instructions.
Can I add a product to my existing subscription?
Yes, on the product page you can select add to existing subscription. Please note in order to add to an existing subscription the subscription plan (weekly, every 2 weeks or monthly), needs to be the same.
When I make a subscription how long is it for?
The subscription will be active until you cancel it.
How do I stop a subscription?
To cancel a subscription simply go to My Account/Subscriptions. From there choose the subscription you wish to cancel or modify.
I have changed address how do I change my subscription details?
Please go to My account/Addresses from there update your billing and shipping address. You will be given an option to update all of your subscription with the new address.
How do subscriptions on your site work?
Never run out of coffee. With our subscriptions service you can subscribe to any of our coffees every week, every 2 weeks or monthly. You can modify or cancel your subscription at any time. You can also add new products to existing subscription saving on shipping costs.
FAQ – PAYMENT OPTIONS
What payment currencies do you accept?
Our Payment provider accepts all currencies. However, we only operate in Australian Dollars (AUD). If you are purchasing using other currency there may be additional exchange fees charged by your financial institutions.
What are the payment options?
At this stage, we only accept credit card payments.
Do you store Credit card information on your website?
No, we don’t store credit card details on our website. We use a secure third-party payment gateway that managers all of the financial transactions including recurring subscription payments.
Is it safe to use my credit card on your site?
Yes. We encrypt all of the financial transactions to and from our website and use a secure payment gateway to process the payments on our behalf. This follows industry best practices for eCommerce financial transaction security.
Collection of Personal Information
During the normal operation of the website we collect customer information. The personal information we collect may include customers first and last name, address, telephone number and email address. We also collect other voluntary information such as subscription to our newsletter, competitions or promotions.
Use of Personal Information
We use personal Information mainly to fulfil orders, some information collected is also used to enhance shopping experience with the view of improving our quality of service.
Security of Personal Information
Security of your personal information is of paramount importance to us. We use industry best practice to ensure your personal information is safe:
We encrypt all information travelling to and from our website using SSL (Secure Socket Layer) encryption.
We do not store payment details on our servers. For that we have partnered with industry leader Stripe that offers secure payment gateway.
Our servers are kept up to date with major releases of software and software security patches and also, they are regularly scanned for malicious code computer viruses or backdoors.
All about Cookies on our website
What are Cookies
A cookie is a small file and holds small amount of data, which our website sends to your browser. Your browser then may store it locally on your computer and retrieve it at a later date to allow us to customise your pages and services we offer. Please note: Cookies do not collect any personal data stored on your hard drive or computer.
Cookies are used only to improve your browsing experience on our website. For that we use third party services such as Google Analytics.
Third Party Cookies
For more information on how to control your cookie settings and browser settings, or how to delete cookies on your hard drive, please visit www.allaboutcookies.org
RETURNS & REFUND POLICY
Unfortunately, we cannot accept exchange or refund for roasted coffee orders. Coffee like other perishable products have limited shelf life. We cannot reuse returned coffee for many reasons one is that our customers only expect freshly roasted coffee deliveries.
Therefore, please choose carefully as we do not offer exchange or refund unless this item is faulty, significantly different from what was shown to you, not doing what it is supposed to do; or where otherwise required by law.
We reserve the right to test any returned product and to ask you to demonstrate that the problem with the product was not your fault. After the product has been returned a final decision on granting the claim will be made by Customer Services.
In order to commence a refund or credit process please email [email protected] Please describe accurately the problem you have encountered and state whether you are requesting a replacement, refund, or a credit.