Can I choose the shipping method for my online purchase?
For both domestic and international shipping, you will be provided with shipping options during order check-out process. The shipping rate is calculated based on the product you selected and it may vary depending on the quantity, weight, location, and volume of the selected items.
Do you provide self pick-up option when I order online?
At this moment, we do not offer self pick-up option at any of our physical facilities. We did try out the self pick-up option at our Roastery location during the soft-launch period, but it created some challenges to our customers so we decided to streamline the shipping option by removing it until we can offer something better in the future.
When will my coffee order will be processed and shipped out?
There are two order processing-days in a week, which is Monday and Wednesday, with schedule pick-up typically one day after processing-day.
Order received before Monday 3pm will be processed on the same day and order received before Wednesday 3pm will be processed on the same day. Order typically will be pick-up the day after, pending confirmation from the selected shipping courier. You will be receiving a tracking number when your order is sent out.
What happen to my order if the processing day falls on a Public Holiday?
Currently we process the order every Monday and Wednesday, with schedule pick-ip typically one day after processing-day. If the processing-day falls on a Public Holiday, we will only process the order on the next business day. We love to process your order the soonest possible and to deliver you the freshest coffee possible and if our coffee production schedule allows, we still aim to process the order before the Public Holiday. Do note the courier we use may hold your order at their facilities during the Public Holiday and this process is beyond our control.
What is the roasting date of the coffee that I will be receiving?
At this moment we roast every Monday for coffee ordered through our online shop.
If your coffee order is received before the Wednesday processing cut-off time, you will receive coffee roasted on Monday of the same week you placed your order. If your coffee order is received after Wednesday processing cut-off time, you will receive coffee roasted on next following Monday.
- Coffee order is placed on Sunday, we will process your order on Monday, and you will be receiving coffee roasted on Monday
- Coffee order is placed on Wednesday, we will process your order on Wednesday, and you will be receiving coffee roasted on Monday
- Coffee order is placed on Friday, we will process your order the next following Monday and you will receive coffee roasted on the next following Monday
What happen if the roasting day falls on a Public Holiday?
At this moment we roast every Monday for coffee ordered through our online shop. If Monday falls on a Public Holiday, the roast day will be re-scheduled to the next working day and we will fulfil your coffee order based on the latest roast to ensure you only receive the freshest coffee.
Can you grind the coffee before shipping?
Grinding coffee before shipping would produce a less-than-perfect cup of coffee, hence we would recommend you order the coffee as whole bean and grind the coffee just before you use it. There are few alternative of home grinders that we can recommend you to get you started on this.
We understand that some of you may still prefer us to grind the coffee for you before shipping and we want to provide that convenience for you. You can always choose one of the grind size you prefer, depending on your brewing method, and we can grind your coffee accordingly before shipping.
Do check your selection of whole bean or grind size carefully before confirming your order as we will not be able to accept exchange or return as the result of incorrect selection.
How about my non-coffee order, when will it be sent?
For non-coffee order, they will be processed and shipped out accordingly to Monday and Wednesday processing-day mentioned above.
Will I be able to track my shipping?
You will receive a tracking number once your order is picked up by the courier.
What is your cancellation, refund and return policy on coffee and non-coffee products?
You can cancel your order anytime before we processed your order by sending a request to firstname.lastname@example.org. Once your order is processed, you will not be able to cancel your order. We will review the cancellation request on case by case basis with a decision.
If your order cancellation is approved and processed, the refund will be processed through your original mode-of payment. There may be situation that we will not be able to refund the shipping charges because the service has be initiated with the courier company.
All sale is final with the exemption of manufacturer's defect or damage during transport. In case by case basis, we will review your return request and should it is approved, you can return the product to one of our facilities at your own cost and the relevant refund will be processed with the exception of the shipping charges.
Do I need to pay for duties, taxes and custom charges?
All shipping rate reflected on your order only cover shipping charges. Any related duties, taxes, custom charges, or any handling fees are not included in your total order amount and will be assessed by the shipping company and to be paid by you. Due to the various custom policy across countries, do check with your local custom office for more information. Do note that custom clearance processing may require time and may caused delay on the delivery.
Is there any hotline number or email address that I can use for inquiry?
You can call us at +65-6281-0710 or email us at email@example.com to inquire about your order. For email, do include your name, contact (email and phone number) as well as your order number for reference.