1. Shipping Costs
Shipping costs are calculated during checkout process, which is based on weight, dimensions, number of items and destination of the order. Payment for shipping will be calculated and charged during check out in the shopping cart.
We provide FREE SHIPPING on all retail orders over $50 for all Australian residents.
Orders under $50 are calculated by the number of items being dispatched and the destination i.e. Brisbane metro areas and other states.
International deliveries will be calculated on a case by case basis, dependant on the speed of delivery required. When you reach the payment gateway, all international customers will be redirected to a Contact Us step, so we can calculate the costs associated with international shipping.
We use various couriers and Australia Post to dispatch delivery satchels and parcels with your product/s.
2. Stock availability
We work to maintain stocks of all stock items shown on the web page. However from time-to-time we may not be able to fulfil all your items at time of purchase. In this instance, we will fulfil the available products to you, and contact you about whether you would prefer to wait for restocking of the back-ordered item or if you would prefer for us to process a refund.
Please refer to our Returns Policy Here
4. Transit Times
Domestic shipments are in transit between 1 – 10 days
International shipments are in transit between 3 – 20 days.
Shipment times can vary based on the level of service selected at time we arrange the shipping with our international courier service. Please contact us for a specific estimate when you are choosing your courier at checkout.
Chilli Coffee and our couriers work hard to deliver your goods with the nominated time frames stated. However, typical delivery times are based on normal transit times provided by third parties. From time to time delays may occur during public holidays, peak shipping periods or due to other unforeseen circumstances; remote deliveries may also be on-forwarded to local transport companies or depots which may extended delivery times. We welcome feedback from you regarding your delivery experience, as it will allow us to work on our continuous improvement and outcomes for our valued clients.
Orders placed before 1.00 PM – AEST (UTC+10) will be dispatched the same day, otherwise, the next business day.
Our warehouse operates on Monday – Friday during standard business hours, except on various public holidays at which time the warehouse will be closed. In these instances, we ship goods the next available business day to ensure any shipment delays are kept to a minimum.
We dispatch orders in the order they are received. We understand some customers may require their order shipped as soon as possible to avoid running out of their favourite coffee. If you find yourself in this predicament, please call us on (07) 3264 3889, so we can arrange express shipping for you.
6. Order Pick-ups
Unfortunately, picking up your order is not an option for us. We operate from commercial premises; hence it is not possible to pick up orders placed on the Chilli Coffee Web Page from our warehouse.
If something is missing from your order or you have not received it within the above time frame please contact us at email@example.com
7. Change of Delivery Address
Once your order is processed online, we may or may not be able to change a delivery address at your request. If you need to change a delivery address please contact as soon as possible once you realise the change is necessary and if we can locate your order before it is dispatched, we will do so.
8. Post Office Box Delivery
We can deliver to Australia Post, Post Office Boxes only if you select Australia Post as the preferred carrier during the check out process. You will note the freight cost will increase accordingly, to reflect the additional cost associated with using this service.
9. Items Out of Stock
If an item is out of stock, we will dispatch the in-stock items immediately and send the remaining items once they return to stock. (See item 2)
10. Delivery Time Exceeded
If delivery time has exceeded the forecast time, please contact us so that we can conduct our investigation with the courier.
11. Tracking Notifications
When you order has been dispatched you will receive a tracking email providing your tracking number and details regarding the expected estimated time of delivery.
12. Parcels Damaged in Transit
If you find your parcel has been damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service at firstname.lastname@example.org If the parcel has been delivered without you being present, please contact customer service so we may assist you to arrange replacement goods.
13. Import Duties & Taxes – international Customers
Import duties and taxes for international shipments may be liable to be paid upon arrival in destination country. This varies by country, and Chilli Coffee encourages you to be aware of these potential costs before placing an order with us.
If you refuse to pay duties and taxes upon arrival at your destination country, the goods will be returned to Chilli Coffee at the customers expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the to and from shipping will not be refunded.
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our Refund Policy.
Parcels are insured for loss and damage up to the value as stated by the courier.
16. Process for parcel/s damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
17. Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted their investigation and deemed the parcel lost.
18. Customer service
For all customer service enquiries, please email us at email@example.com