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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

If your order is being sent direct from our fulfilment centre, it should arrive within 2-4 working days.

Orders containing more than two bags of coffee will be consolidated - please allow 3-7 working days. 

We endeavour to get your tracking information to you ASAP. 

We use a range of couriers including NZ Post, Courier Post and Post Haste.

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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.

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

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

Returns / Exchanges

Returns / Exchanges
Our returns/exchange policy lasts 20 days. If 20 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

Several types of goods are exempt from being returned. These items include: 
- Gift cards 
- All coffee products
- 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. 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

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

No, you will not be automatically charged.

Once you've subscribed and the time comes to pay for your next recurring order, we will send you an email reminder with the checkout link where you can then pay or edit this recurring order. 

Yes, of course. You will be able to cancel your subscription upon receiving an email reminder of your next upcoming order.

Alternatively you can email us at info@thecoffeecollective.co.nz, with the subject line "Cancel Subscription" and we can sort this out for you.

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