FAQ
Q: WHEN WILL MY ORDER BE SHIPPED?
A: Domestic: Gold Coast to the rest of Australia
We ship freshly roasted coffee Monday - Friday and aim to dispatch within 24 hours. We do our best to ensure that your coffee will arrive to you towards the start of it's optimum drinking time (see question below for more info). Orders placed after mid-day Thursday may not ship until the following week.
Shipping is primarily with Fastway/Aramex Couriers or Australia Post. Please allow between 1-3 days after dispatch for local deliveries. We have been advised that interstate and remote areas take a little longer. A tracking number will be emailed to you from the courier when your order is on its way. To ensure you receive your coffee as quickly and as hassle-free as possible, the couriers have the authority to leave your package in case you’re not at home. If the driver can’t identify a safe place to leave your package, then it will be available for collection from your local Australia Post outlet, as per the delivery card left by the driver.
Please add a note to your order in the Shopping Bag Summary if you don’t wish us to give authority to leave your order or contact us when you place your order.
We do not ship on public holidays or weekends.
Please do not provide PO BOXES as the courier will not deliver to these.
International: Gold Coast to the rest of the world
This service will soon be available. Please stay tuned.
Q: WHAT IS YOUR RETURN AND REFUND POLICY?
A: The KoKo Coffee Roasters team and its partners attempt to be as accurate and efficient as possible. If you receive a damaged or defective item, please contact us within 24 hours of receiving the goods. Please supply your order number from your original confirmation email, as well as a description or image of the damage or defect, along with your email address and phone number. Once we receive all the necessary information KoKo Coffee Roasters will assess the information provided and come to a suitable solution. We will only provide a partial or full refund if either the product or communication has been misinformed. Unfortunately, we don’t accept returns of consumable goods.
Q: WHEN IS YOUR COFFEE AT IT’S OPTIMUM DRINKING?
A: Although still delicious at a later date, our coffee shines best when brewed within 21 days of the roast date. For filter brewing methods (Aeropress, pour over, French press) the beans can be used from a couple of days after roast date but for espresso machines we recommend allowing 7 days off the roast to allow the beans to naturally expend CO2 or to ‘degas’. Our bags are equipped with one-way valves and ripper zipper/tin tie seals to ensure maximum freshness.
Q: IS YOUR COFFEE FAIR TRADE AND/OR ORGANIC?
A: From our experience, Fair trade does not always guarantee producer and farmer sustainability, or quality coffee. We regularly travel to origin to form direct relationships with the farmers and cooperatives they supply and purchase all coffee substantially above fair trade pricing. Some of our coffees are organic but we do not specifically seek out organic coffees, as we primarily focus on taste, quality, & clarity.
Q: I WANT TO SERVE KOKO AT MY CAFÉ/BUSINESS, HOW DO I GET STARTED?
A: Please fill out our wholesale contact form and a KoKo representative will get back to you!
Q: DO YOU SERVE FOOD AT THE ROASTERY?
A: Our primary focus is to showcase our coffee. However, we do also serve arguably the best biscotti in the world.
Q: DO YOU HAVE BREW GUIDES?
A: Yes, you can find them here.
Q: WHAT FORM OF PAYMENT DO YOU ACCEPT?
A: VISA, MasterCard, American Express, Paypal, Apple Pay and Shop Pay
Q: WHAT'S BROWN AND STICKY?
A: A stick.