Frequently Asked Questions

Address:

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

Hours:

Monday - Friday: 9.30am - 12.00pm
Closed: Weekends & Public Holidays.
* Outside of these hours by appointment only. Please contact us to arrange a time.

Instructions for pick-up: 

• Ring either the doorbell (outside) or the bell in the warehouse lobby (just inside the front door). 
• 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

Browsing our collection:

• 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 EFTPOS or exact cash.
• Note about coffee orders: Because we want your coffee to be as fresh as possible, we do not stock coffee from our New Zealand Coffee Roasting Partners in our warehouse. This means all coffee is unavailable for purchase from our warehouse, and most coffee is unavailable for click-and-collect (with the exception of Foundation and Altura). When you order from our extensive coffee range, you can rest easy knowing your coffee will be roasted fresh and sent directly to your door.

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:

New Zealand Non-Rural: $6.00
New Zealand Rural: $11.00

*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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