Frequently Asked Questions

Monday to Friday: 8.30am - 12.30pm
Sunday: 1pm - 4pm
Closed: Saturday & Public Holidays.

Instructions for pick-up: 

• You will receive an email when your order is ready to collect. Have this email available when you arrive to collect your items. 
• There is plenty of parking available outside the warehouse

Please bring:

• A copy of your Ready for Collection email (printed or on your phone)
• Valid photo ID (driver’s license, passport, or student ID)

If someone is collecting on your behalf, they must bring:

• A copy of the Ready for Collectionemail
• Their own photo ID
• Written permission (email or note) from the person who placed the order

Browsing our Store:

• You are more than welcome to browse and purchase products from our warehouse (please note that this is a warehouse, not a showroom). We accept debit card, credit card or exact cash.

Your coffee will be roasted fresh to order by our respective New Zealand Coffee Roasting Partners.

It will then be packaged and sent directly to you. This ensures our customers receive the freshest bag(s) of coffee possible.

Our shipping fees are as follows:

Urban New Zealand:
North Island: $6.50
South Island: $7.50

New Zealand Rural:
North Island: $11.00
South Island: $12.50

*Note: Shipping cost will increase when purchasing across different coffee roasting partners.

If your order is being sent from our Auckland warehouse, it should arrive overnight - 3 working days.

If you are purchasing coffee, your order will be roasted and shipped directly from our respective roasting partner(s). This should also be overnight - 3 working days.*

*Some roasting partners have more limited roasting frequencies than others, which may increase the delivery timeframe by a couple of days.

We sure do! We do apologise for charging extra for rural. NZ Rural freight rates are very expensive.

We sure do!

We are working on our international range and freight rates. We currently ship some items to Australia.

Let us know if there is anything in particular you are interested in and we can provide you with a freight quote.

Freight costs for Australia are as follows (AUD):

• 0kg – 1kg: $20.00
• 1.01kg – 2kg: $30.00
• 2.01kg – 3kg: $40.00
• 3.01kg – 4kg: $50.00
• 4.01kg – 5kg: $55.00
• 5.01kg – 8kg: $75.00

Returns / Exchanges
Our returns/exchange policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you store credit or an exchange. 

To be eligible for a full return, your item must be unused and in the same condition that you received it. I.e. It must be in original packaging, stickers, tags etc attached and the product must have no signs of damage for resale. Our team will assess the item(s) as they arrive back to our warehouse and proceed accordingly.

Several types of goods are exempt from being returned. These items include: 
- Gift cards 
- Coffee, Syrups or Drinking Chocolates
- Clearance items

To complete your return, we ask you to send us a message via our contact form, stating the reason. We will then review your request and be in contact with you. 

If the product you have purchased is faulty and the warranty is still current, we ask if you can send us an email with images/ videos outlining the issue where we will then advise next steps to get this resolved for you. If the product get accepted under warranty, you will be provided with a replacement product or store credit. Please email us at info@thecoffeecollective.co.nz

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a store credit, this will only extend to the goods and not the original freight charge.

Should you decide to exchange an original item, you will be charged freight for the newly exchanged item.

If the product you have purchased is faulty and the warranty is still current, we ask if you can send us an email with images/ videos outlining the issue where we will then advise next steps to get this resolved for you. If the product is accepted under warranty, you will be provided with a replacement product or store credit. Please email us at info@thecoffeecollective.co.nz

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