Frequently Asked Questions
Purchases & Subscriptions
What happens once I place an order?
Once you place an order on our store, we send the order to the roaster(s) for fulfilment.
Roasters will typically dispatch your goods within 2 business days of the order being placed. Some roasters fulfil orders less frequently or on specific days of the week.
Please take note of any specific shipping information that is clearly outlined at the time of purchase.
I have a discount code, how do I use it?
Lucky you! To use your discount code please enter the details in the checkout.
Can I change or cancel an order?
Once an order has been created it cannot be changed or canceled.
How do subscriptions work?
A coffee subscription means that you can schedule to have great coffee delivered to your door based on your terms and frequency selection.
You can choose to subscribe in 2 ways:
1) Select your favourite coffee and the frequency in which you want to have this delivered
2) Select the Acuratore Select subscription and allow us to delight you with a different coffee each month
Can I change a subcription?
Subscription changes are possible but must be done before the order is created.
You can make any of updates:
- Pause a subscription
- Skip the next scheduled order
- Cancel a subscription
- Change the shipping address
- Change the payment method
You can locate your subscriptions on the Subscriptions tab in your Account
Can I pause or cancel a subscription?
It is possible to pause, cancel or skip a scheduled order.
Can I change the payment method on a subscription?
Payment methods can by updated on subscriptions at any time but will only come into effect when the next scheduled order is created.
You can locate your subscriptions on the Subscriptions tab in your Account.
Can the price of my subscription change?
The price of a subscription may change when the roaster list price changes.
We and our roasters aim to absorb price changes should they occur but there may be times where this is not possible.
Delivery & Returns
Where do you deliver to?
Currently we ship to all Australian states and territories. We are at the mercy of third parties for shipping of your beans so please be aware that if they are experiencing delays your beans might too be delayed.
Which courier/postal service will my order be sent with?
The courier or portal service will depend on which awesome roaster is sending you goods. In all cases you can track the status of your coffee on Order tab in your Account.
How do I find my delivery tracking details?
Coffee will be shipped to you directly from the roaster within 2 business days of order receipt. You can track the progress of your order via Your Account. If you have not received your order within 10 days of order placement please email us via our Contact Us page.
Who do I contact for information about my delivery?
For any queries relating to your coffee delivery please email us via our Contact Us page.
What happens if the item(s) delivered are incorrect or damaged?
We take great care to ensure that your goodies are appropriately packaged before being sent to you. We are however human so in the event we have sent you the wrong item please email us via our Contact Us page and we will arrange for the right goodies to be sent. In the event that your package arrives damaged then please contact us to make arrangements for a replacement. If you could please include your order number in the email that would be extra helpful. Please email us via our Contact Us page.
I have had a change of heart and no longer want my goodies. Can I return them?
Refunds for change of mind are not allowed. If you accidentally ordered the wrong product then we are happy to arrange a swap assuming the original product is unused and in the same condition that you received it. It must also be in the original packaging. These swaps need to occur promptly as freshly roasted coffee has a shortish shelf life. You will also need to pay for the return delivery and the new one.
Payments
What payment methods can I use?
We accept Visa, Mastercard, AMEX, PayPal, ApplePay and GooglePay.
What will I see on my credit/debit card statement?
When purchasing goodies from our store, the charge on your credit / debit card will contain the name Acuratore.
Can I change the payment method on a subscription?
You can change the payment method on a subscription.
- Login to your Account. Go to the Subscriptions tab.
- Located the subscription for which you wish to change the payment method
- Enter the new payment details and save
What happens if a subscription payment fails?
In the event a subscription payment fails, we will retry up to 3 times at a later date.
If all retries fail, your subscription will be put on hold and we will advise you to update the payment method.
My Account
How do I create an account or login to an existing account?
It's super easy to create an account - although not a requirement to purchase from our store. We utilise on-time passcodes instead of password.
It's the same process to login to your existing account.
- From any page, select the person icon at the top right (desktop) OR
- Open the menu from at top left and select the person icon at the bottom left (mobile)
- Enter your email address
- Check your email app for an email containing a code
- Back on our store, enter the code from the email.
- Once successful you will be stay logged into for 90 days or until you log out
You are now ready to buy some freshly roasted beans 😊
NOTE: If you have previously purchased from a store that also uses the Shopify platform, you may be prompted to login using an SMS or email code from "Shop". This will have the same outcome as following the steps listed above.
How do I subscribe / unsubscribe from your emails?
You can choose to subscribe to our emails in several ways. You can subscribe from our website, when you are creating an account or at time of purchase.
Unsubscribing is possible by selecting te unsubscribe link at the bottom of our emails.
How do find more information about an order?
Information regarding your order status will always be available in the Orders tab in your Account.
Follow the steps to login to your account and look for the person icon (or first name initial) to access your Account details.
Do you offer a loyalty program?
We do not currently offer a loyalty program but are very appreciative for your custom and feedback. We are very keen to launch a loyalty program and will let you know as soon as we launch it.
Coffee Questions
How soon should I drink my coffee from roast date?
The optimal time to consume coffee is within 28 days of roasting.
How should I store my coffee once I open it?
Opened coffee should be stored in an airtight bag or jar that’s kept out of the sun. Refrigerating your coffee is not recommended.
I want to help the farmers who grow these amazing beans. Are there any charitable organisations you recommend?
There are a number of charitable organisations that provide direct support to coffee farmers. Some that might be of interest include The Coffee Trust, Coffee Kids, Grounds for Health and Project Rwanda.
What packaging do each of the roasters use?
All of our roasters share your concern regarding the environmental impact of packaging and have sourced various bags that balance the impact to the environment with coffee quality. To see the bags currently in use please follow this link.
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Can’t find what you’re looking for?
Contact usSend us a message and we'll get back to you as soon as we can. Or open up a chat session and we'll be glad to answer your questions (look at the bottom of this page)
