FAQ's

What is your returns policy?
We strive to deliver you the tastiest coffee money can buy. In the unlikely event that you're not satisfied with the quality of our products, we are happy to take back the product and issue you a refund of your purchase. 

Our Refund Policy provides more detailed information about terms and conditions for returning your order and our guarantee.

What are the shipping options?
We partnered with Sendle through Shopify for shipping within Australia.

Our Shipping Policy page provides more detailed information about the terms and conditions that constitute our shipping policy.

When will I receive my order?

We process all orders received before 4:00 pm (Australian Eastern Time) within 1-2 business days. Please note that orders are not shipped or delivered on weekends or public holidays.

We will always do our best to avoid delays and get your order as fast as possible. However, shipments can get delayed from time to time due to reasons outside our control. If we know about a significant delay in the shipment of your order, we will contact you via email or telephone to let you know.

How do I track my order?

Once your order is shipped, we'll send you a confirmation email containing a tracking number that you can use to track your parcel on tracking page provided by Sendle. 

What should I do if I never receive my order?

If you failed to receive your order, please inform us by email (contact@artisancoffeebeans.com.au) or phone (+61 3 4420 9547), and we'll investigate it for you.

One of us will locate your order and inform you of the next steps.

What do I do if I receive a damaged product?

We always take great care to ensure your coffee arrives in excellent quality. All our products are packed in resealable 500g coffee pouches with one-way valves to allow coffee to de-gas but prevent air from entering the bag.

Please contact us if you received your order damaged, and we'll file a claim with the shipping company's behalf of you.

Please send us pictures of all packaging materials and damaged goods, which will help us with the claim.

How do I make changes to an order I've already placed?

Unfortunately, once processed, we cannot make changes to your order. 

We process every order at the end of every day at 4:00 pm (Australian Eastern Time). If you want to cancel or change your order, please contact us at contact@artisancoffeebeans.com.au before 4:00 pm (Australian Eastern Time).

Where are you located?

We process our green beans at a Roaster located in Clayton, Victoria, and your order is fulfilled either at Boronia or Cranbourne North, Victoria. We currently don't have a retail store since we're a 100% Australian-owned online store.

Can I pick up my order from one of the locations mentioned above?

We currently don't have a retail store since we're a 100% Australian-owned online store. However, we're happy to arrange your order to be picked up from either Boronia or Cranbourne North by prior arrangement. Please reach out to us by calling +61 3 4420 9547 or drop us an email so we can contact you to arrange a convenient time for you to pick up your order.

Are you experienced enough in Roasting Coffee?

Our Master Coffee Roaster, Peter, has been roasting coffee in Australia for decades! He's highly experienced and has mastery over the art of precisely controlling the roasting process of the roasting profile to consistently achieve the desired taste, acidity, mouthfeel, sharpness, balance, and brightness.

Where do you source your green beans?

Our coffee comes from coffee growers in Brazil, Costa Rica, Columbia, East Timor, Guatemala, Peru, India, and Papua New Guinea.

Is your coffee sustainably sourced?

Yes, we only work with green bean importers who directly work with farmers to bring about sustainable and equitable trade relationships while improving their livelihoods and protecting the environment. 

Do you ship ground coffee?

No, we ship freshly packed whole coffee beans only to preserve their freshness for longer, which produces a superior and smooth drinking experience.

What payment methods do you accept?

We accept all major Australian credit cards.

How do I know my payment has been received?

If you pay via credit card or PayPal, your order confirmation should indicate that payment has been completed.

How do I contact your company if my question isn't answered here?

You are welcome to contact us via email (contact@artisancoffeebeans.com.au) or call us on +61 3 4420 9547 from 10 am to 8 pm Monday-Friday and 11 am to 4 pm Saturday and Sunday.