Shipping and Delivery Policy

We want each order to reach you as quickly as possible

So that you know what to expect, we provide some general guidelines here, though the timing of delivery of your order may be slightly different to that outlined below.

Delivery methods

We currently use Australia Post as Delivery Partner to deliver your parcel safely and quickly.

For STANDARD deliveries

We use either Australia Post service.

Please Note: once you choose Safe Drop we cannot help if parcel is lost/stolen. We provide standard service with signature required on delivery to protect you from parcel loses by Australia Post, however if you choose Safe Drop we are not liable for lost parcel from the time you choose this method of delivery.

If no one is home

If no one is home at the time, usually the driver will contact you to confirm the alternative delivery address or will leave a note for you so the parcel can be pickup by you from the nearest Post Office. Please leave your best contact phone number so the driver can confirm delivery time if applicable.

Delivery time

Delivery times usually take between 2 to 6 working days for Australian deliveries and sometimes longer for remote areas.

These delivery times relate only to business days, Monday to Friday, and exclude weekends and Australian public holidays.

Whilst we make every effort to deliver by the estimated time frame, all dates specified are estimates only. We have aligned ourselves with transport partners who we believe will always do their best to deliver products by the estimated delivery date. We can’t be held liable for loss or damage resulting from late delivery but we will do our best to help you in these circumstances.

Delivery confirmation

We usually notify you of the status of your order within 24hrs (next business day), to let you know how your order is progressing, or when it has been shipped. In cases where we have run out of a particular item, we will contact you by email or phone as soon as possible to discuss your order if we cannot dispatch the item to you within 7 days.

If your order is sent by courier, they will email you the delivery details including an estimated delivery time frame and consignment number, so you can track your delivery online. It will also include any delivery instructions you have provided, eg ‘Please leave parcel behind red pot on porch’.

There are rare occasions where external factors completely outside of the control of our delivery partners can delay a parcel, despite their best endeavors, so we do ask for your patience and cooperation in these circumstances.

RETURNS POLICY

We want you to be totally satisfied with your purchase.

There may be times when you need to return your online purchase. Our Returns Policy is designed to assist you in returning your product.

We would like to remind you that the benefits given by our Returns Policy are in addition to other rights and remedies you may have under Australian consumer law.

Help us, help you resolve the problem,

We offer you a replacement or refund where products have a major failure, such as:

  • When they are faulty
  • Wrongly described
  • Different from a sample shown 

We can not offer a refund if you simply do not like the taste or change your mind once opened and is not faulty.  

Where to return a product

You can return in-store or if a Online Purchases,

Roasting Warehouse others free returns for all online orders where the fault is mentioned above.

Email: vic@roastingwarehouse.com.au to complete a return including your purchase number.

How long does it take for a refund to be processed?

Your refund will be processed once your product has been successfully returned and inspected by our team. Please allow 3-5 business days for your refund to then be processed back to your payment service provider (e.g After Pay, Credit Card, etc).

Please note that the time taken for a payment services provider to provide you with your refund can vary depending upon the provider.

Any other questions?

If you cannot find the answer to your question here, please email us at vic@roastingwarehouse.com.au or call the store during Trading hours

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