Search

Frequently Asked Questions

Shipping / Delivery

Your coffee will be delivered to you freshly roasted, direct from each of our coffee partners.

Due to this, you may receive separate parcels should you purchase coffee across brands. 

Our shipping fees are as follows: 

Auckland: $4.50

Rest of North Island: $4.99

South Island: $5.99

Rural: $6.99
- Please use this option if you are sending your order to a rural address otherwise additional fees may be incurred.

If your order is being sent direct from our fulfilment centre, it should arrive overnight to 3 working days.

If you are purchasing coffee, your order will be roasted and shipped directly from the respective roaster(s).

In some instances, with more than three bags of coffee ordered, this order may be consolidated whereby please allow 3-6 working days.

The majority of parcels are sent with Courier Post/ NZ Post for a timely delivery.

We sure do!

We sure do!

Payment

We process all payments through 3D Secure - Shopify Payment Gateway.

Payment options include Visa, Mastercard, America Express, Shopify Pay, Apple Pay and Google Pay.

We also have the option to checkout using Laybuy.

You will be charged in New Zealand Dollars (NZD).

All prices displayed on our website include Goods and Services Tax (GST). 

Returns / Exchanges / Warranty

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 return, your item must be unused and in the same condition that you received it. It must be in the original packaging, stickers, tags etc attached.

Several types of goods are exempt from being returned. These items include: 
- Gift cards 
- Coffee
- Clearance items

To complete your return, we ask you to send us a message via our contact formstating 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.

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.

Privacy

The Coffee Collective are committed to maintaining the highest level of security of our customer information.

The purpose of The Coffee Collective's Privacy Policy will inform you with what information we collect, how we collect it and how is used and managed in accordance with the New Zealand Privacy Act. 

At the end of the day, you can be assured that when shopping with us we have your privacy at the forefront of our business practices.

Types of information we may collect:

- Name
- Email address
- Mailing or street address
- Location
- Telephone number
- Gender
- Details of the products you have purchased from us
- Any additional personal information that you provide to us directly or indirectly through our websites, apps, social media
- Information you provide to us through our customer contact centre, customer surveys

How we collect Information:

- Register an account on our website
- Place an order online
- Contact us
- Participate in a promotion
- Subscribe to our newsletter or product notifications
- When you browse through our website offering
- You accept cookies and other tracking technologies on your device
- You interact with our Social Media, i.e liking, commenting or sharing posts or through the private messenger

How we use your information:

- To process and fulfil your order, including to send you emails to confirm your order status and shipment

- To communicate with you and provide information on existing or new products
- To help us learn more about your shopping preferences
- To administer and carry out our promotions
- To help us analyse our website efficiency, products and trends
- To protect the security of our website and business
- To contact you if necessary

You will be able to add/ edit your address once logged into your customer account. 

Should you need to change your email address, please contact us via our contact form and we will be able to assist.

In order to complete your purchase with The Coffee Collective, you will need to have cookies enabled. "Cookies" are essentially small data files that are stored on your computer.

Cookies are an important part in e-commerce, where we use them to mitigate security risks and enhance your online shopping experience.

Subscriptions

Find the instructions on how to access your subscription here.

As part of the Monthly Mystery Box subscription, you will be automatically charged every month.

You will be able to opt out of this before your next payment date via your account. If you are struggling to access your account, contact the team hereand we will re-send your account invitation.

Yes, of course. You will be able to cancel your subscription at any time. This is done by logging in to your account.

Please see the instructions here on how to access your subscription.

If you are struggling to access your account, contact the team hereand we will re-send your account invitation.