Frequently Asked Questions

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.

Majority of parcels dispatched are with NZPost

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

We take great care in packing your order to ensure it arrives safely. However, if your item arrives damaged, we’re here to help.

If your product is damaged, please:

1. Notify us within 48 hours of delivery.

2. Email us at info@thecoffeecollective.co.nz with:

• Your order number
• A description of the damage
• Clear photos of:
  - The damaged item
  - The packaging (including any external damage)
• The courier label

This helps us assess the issue quickly and lodge a claim with the courier if required.

What Happens Next?

Once we receive your email:

We will review the information and respond within 1–2 business days.

If approved, we will offer one of the following remedies in line with the New Zealand Consumer Guarantees Act:

• Replacement (if stock is available)
• Repair (where applicable)
• Store credit
• Refund

We may request that the damaged item is returned before issuing a replacement or refund. If a return is required, we will arrange this at no cost to you.

Important Notes

• Claims made outside the 48-hour window may not be accepted, as courier claims must be lodged promptly.
• Please retain all original packaging until the issue is resolved.
• Damage caused after delivery (including accidental damage, misuse, or improper handling) is not covered under this policy.

If you have any questions, please contact us - we’re here to help.

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

Klarna 

To offer you Klarna’s payment options, we will pass to Klarna certain aspects of your personal information, such as contact and order details, for Klarna to assess whether you qualify for their payment options and to tailor the payment options for you.

For general information on Klarna, you can find it here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarna’s privacy policy.

Please login to your account to manage your subscription. Click Here.

Address:

D5/ 5 Douglas Alexander Parade, Rosedale, Auckland, 0632.

Hours:

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 Collection email
• 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.
• We accept EFTPOS or exact cash.

Contact Us:If you have any questions about click & collect, get in contact with our team. -Click Here