FAQ

Shipping  

Orders are shipped daily via Fastway Couriers and Australia Post. Orders generally arrive within 1 - 2 business days for customers living in East Coast Capital Cities and non rural areas. Once the order leaves us and goes with the courier, we are bound by their postage times and occasionally short delays occur. We include tracking numbers on all shipping notifications, if you check the tracking number via the applicable courier website, up to date information should be available. 

My order hasn't arrived or was damaged on arrival.

Our couriers are humans and errors happen from time to time.  If your order hasn't arrived within 5 business days of the order being placed, please send us an email to hello@josiecoffee.com.au . We pride ourselves on our customer service and would be happy to chase up the status of your order and resolve the situation as quick as possible. If your order is damaged, grab a few photos of the damage and get in contact with us ASAP. 

Ground or whole beans? 

We recommend that customers purchase whole beans and purchase their own grinder for home. Once the coffee is ground, it begin to degrade in flavour and aroma at a fairly rapid rate, so it is best to grind your coffee fresh before you make it each time.

Roasted date, how does this affect you?

For optimum coffee flavour, we recommend allowing the coffee to rest 5-7 days from roast date to allow it to de gas and develop. When coffee that is very fresh (under 3-4 days from roast date) is used in an espresso machine, it may be difficult to work with, being quite gassy when pulling shots and won't have as much flavour development. Generally our single origins will take at 10-20 days to peak as a general guide.

 How long does coffee last? 

There is no used by or best before dates on our coffee, because our fresh roasted coffee is best to be consumed within approximately 3 to 4 weeks of the roast date stamped (if stored correctly). Coffee after this time will still be good, but it won't be at its best. We recommend that as a home customer, you work out how much coffee you consume per fortnight and aim to order fortnightly.  

 How to store my coffee?

We recommend storing the coffee the bag it was supplied in! It has a one way valve to allow the gas to escape and if it's sealed properly at the top, it shouldn't let air in. Also keep your coffee out of direct sunlight and try to keep it in an area that doesn't have too much temperature variance.  

Capsule Coffee

For more information please click here.

SealPod stainless steel capsules are compatible with the Nespresso®* Inissia, U, Pixie, Citiz, Maestria, Lattissima, Essenza, Le Cube and Concept. Sealpod are currently working on other capsule platforms.  

Returns

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Refunds are issued on a case by case basis. Josie Coffee does not accept responsibility for user error on ordering.

To complete your return, we require a receipt or proof of purchase.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@josiecoffee.com.au.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@josiecoffee.com.au and send your item to: Josie Coffee, 5/5 Metro Court, Gateshead, NSW 2290

Shipping
To return your product, you should mail your product to:

Josie Coffee, 5/5 Metro Court, Gateshead, NSW 2290

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.