SHIPPING & RETURNS POLICY
COVID-19: IMPORTANT UPDATES & CHANGES
Please refer to the below two business updates for returns & shipping changes.
These temporary notices override our standard policies until further notice.
- RETURNS POLICY: TEMPORARY UPDATE
As the situation around COVID-19 continues to develop, from 24th March 2020, we have temporarily suspended our 100% satisfaction replacement coffee policy.
Unfortunately due to hygiene reasons, change of mind returns, credits, exchanges and refunds are not available until further notice.
- ONLINE ORDERING: SHIPPING UPDATE
Due to COVID-19, we are currently experiencing a much higher increase in online orders than normal.
This may impact our standard dispatch timeframes and cause unexpected delays once shipped via courier.
Where possible, please try to order in advance to allow for these temporary delays.
We roast, pack and dispatch all received orders from our facility in NSW.
Orders are dispatched within 48 business hours of being received, and once dispatched will be delivered within the time-frames outlined below:
The delivery time frames indicated are based off business days, Public Holidays or company closures may cause further delays.
If for any reason an item you have purchased has become unavailable due to stock levels, we will place that item on back order and contact you to discuss further.
If something is missing from your order or you have not received it within the above time frame please contact us.
ORDERING & SHIPPING FAQ’S
MY ORDER DIDN’T ARRIVE IN THE ABOVE TRANSIT TIME?
Di Bella Coffee strives to exceed your delivery expectations, however the above stated delivery times are based on typical transit times provided by third parties. We hope you understand that 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 and may encounter extended delays due to this. Feedback on your delivery experience is encouraged as it will allow us to continue to work on improving our service and offering to our valued customers.
HELP! I NEED MY ORDER SOONER THAN THE TRANSIT TIMES ABOVE?
Orders are dispatched in the order they are received, but we also understand that some customers may require their order shipped as soon as possible to avoid running out. We are committed to ensuring all orders are freshly roasted and shipped as fast as possible, if you believe that you will not receive your order in time please contact us on 1800 332 163 to speak with our Customer Service team and see what can be arranged to meet your delivery needs.
CAN I PICK UP MY ORDER UP FROM YOUR WAREHOUSE?
Unfortunately it is not possible to pick up orders placed on dibellacoffee.com at our warehouse.
Alternatively you can check out our Cafe Finder to find cafes near you that use Di Bella coffee.
All orders must be paid for in full via our online credit card payment systems or PayPal prior to the order being sent.
If at any stage you experience an error in paying for an order via the www.dibellacoffee.com website, please contact us.
REFUND AND RETURNS POLICY
We want to make sure you enjoy the ultimate coffee experience. If you are not 100% satisfied with your coffee or raw coffee, you can return your coffee to the Di Bella coffee warehouse for a replacement coffee. To arrange this, please contact customer care within 5 days of receiving the order on 1800 332 163. Please make sure the coffee is in the original packaging. We will provide a free return label for a free return shipment. Please note we will replace your order if you are not satisfied with the coffee, we cannot offer return shipments for orders placed with an incorrect grind, blend or quantity.
As our valued customer, please be aware of the terms and conditions of our refund policy:
1) Di Bella Coffee will not provide product returns on any coffee making equipment including machines, grinders and brewing equipment;
2) Di Bella Coffee will offer store credits or exchanges on coffee accessories where:
(a)The product is faulty or the product does not fit the purpose goods of that kind are commonly purchased for,
(b) The product does not match the sample or description,
A credit or exchange will only be offered if the goods are returned within 14 days of the purchase date, and the goods are in the original packaging. You must retain your receipt as proof of purchase. You may also be asked to demonstrate that goods are faulty and that the goods being returned are due to a product fault rather than operator error. A credit will be offered at our discretion.
www.dibellacoffee.com offers free shipping for orders over $50.
If your order is under $50 a $12.50 freight charge applies.
For more information about this you can contact us