Coffee

How long will my coffee last?
Properly stored, whole coffee beans will generally taste good for about 4 weeks from roast date and pre-ground coffee is best used within 10 days. We recommend consuming between 10 and 21 days from roast date for the best experience.

How much coffee should I order?
This is a very personal question with many contributing factors including brewing method, dose, age and much more. Below is a rough consumption guide.
Up to 14 cups per week = 250g
Up to 24 cups per week = 500g
Up to 50 cups per week = 1 kg

Where do you source your coffee from?
Our coffees are ethically sourced from all over the globe as we are always looking to improve our coffees and relationships we have with our farmers and their communities. We either buy from an accredited Australian importer or a direct to farm relationship which is a great result giving us a great product and the farmer a great price.

Can I buy your coffee wholesale?
Yes, we offer a wide range of products and services exclusive to our wholesalers. Fill in the inquiry form on our wholesale page and one of our team will be in contact.

 

Technical Support

Do I have to create an account when I place an order?
Yes, all orders require an account so we have the correct details to be able to process your order. This account is essential for Subscription customers to be able to access and self manage their account.

I’ve forgotten my account password, how do I log back in?
From the my account page you will be able to perform a password reset. Click on the “forgot password” icon, you will then be sent an email with a link to reset your password. Your need to go HERE if your trying to recover your subscription account.

How do I adjust my current order?
If you have placed a standard order (not subscription) only we can adjust this order once it has been placed. If you need your order adjusted, do not delay, get in contact with us straight away!

How do I update my details?
You can update your details from the my account page. For subscriptions, see below.

When I try to reset my password, it says I don't have an account.
You'll need to email orders@artisti.com.au so we can find your account and send you an activation email to setup your password.

 

Subscriptions

Do i have to have an account to purchase from Artisti?
Yes, we have had to change this as it allowed Hackers to use stolen cards and ship our products to themselves. This also means you have an account to change or modify your information yourself and manage your subscription.

How do I login to my subscription account?
Log into your subscriptions account here.

I can't get into my subscription account.
You may have purchased a subscription without creating an account.
Request access to your subscriptions account here.

How do I update my subscription?
Sign in here, then click on the "Manage Subscription" button (see screenshot below). From here you will be able to manage your next charge date, frequency, volume, delivery address, card details, billing information and other parameters.

T&C's FOR FREE SUBSCRIPTION

I've got a FREE subscription, what happens once the discount time period ends?
Great news, we won't let you run out of coffee! Your subscription will not end, it will roll over to one of our normal subscriptions as per your selection and charge your credit card accordingly.  

What can i get with a FREE subscription?
You can choose any coffee subscription product, the maximum value we give you is $47.00 worth of beans each month. This amount allows you to order any of our subscriptions so you can enjoy the coffee you love from Artisti.

Can i get a credit if i don't buy 1kg per month in my FREE subscription?
No, the balance of any unused credit can't be saved up or used for anything else in our store. Simply we give you the beans you need for your monthly usage as a gift with your other purchase.

Can i pause or change my FREE subscription?
Yes, its the same as our normal terms and conditions as our paid subscription, except we have given you a 100% discount for the time period specified. 

Can i extend or reuse my FREE subscription?
No, not the free gift, its a unique code for you and it will not work again. But once it's finished it will revert to a normal subscription and will charge your credit card so you won't run out.

Can i GIFT my FREE subscription?
Yes, what ever address you choose to deliver the coffee to we will send it to where you require. The freight cost is free and there are no additional charges to update or change your account.

Can I pause or skip subscription?
You will have options to skip your next charge, change your order frequency, change the next charge date, and cancel your active subscriptions. Although you can’t technically “pause” your subscription using the above options, should get you where you need to be.

How do I cancel my subscription?
All subscriptions have a 2 order minimum. If you wish to cancel after one order you will need to contact us via orders@artisti.com.au to do this for you. After your first 2 orders have been processed, you'll be able to cancel your subscription through your account.

Will my subscription be fresh coffee?
Yes, all ongoing subscriptions will be charged Sunday to be roasted and dispatched the following day. (we will process your first subscription order as soon as you place it, so you get coffee sooner) this roast will only ever be from the previous Monday.

Can I get free shipping if I order other items with my subscription?
Unfortunately our system will charge shipping as soon as a non-subscription product is added to your cart. The good news is we have a very reasonable flat shipping rate of $9.95!

Can I contact Artisti to update my subscription?
The simple answer is yes, however this is a 'Self Managed' account so we would love you to log into your account here and update your account. Our coffee subscribers enjoy free freight, a cost that we wear as a thank you for your loyalty. This does however limit the time we manage these accounts, that's why we've made a simple to use, self management service. In the event that you cannot access your account, follow the steps in the next FAQ.

If you've got access to your account but are unsure how to make the necessary changes, you're welcome to email jimmy@artisti.com.au who will get back to you as quickly as possible.

If you simply don't wish to make the edits yourself, and would like us to manage your account for you, we would not consider this a self managed account and we would need to revert you back to a single purchase which would include freight. We reserve the right to remove a customer from our subscriptions should they not wish to use the self management service.

Can I switch coffees between orders?
Yes, however this needs to be done manually yourself through your account. There is no option that alternates between coffees. You would need to cancel your current subscription and purchase a new subscription.

My credit card details have changed, how do I update them?
You'll need to log in to your account here and update your card details. 

 

Returns & Warranty

If I don’t like your coffee, can I get a refund?
As per our Returns / Refund Policy we have conditions for returns and refunds, personal taste is not a valid reason for a refund. If you do not love our coffee, we would love to hear your feedback and possibly help you on your coffee journey.

Do you offer warranties?
Yes, all items you buy from us are covered both by an Australian Consumer Guarantee and by a manufacturer warranty. If something breaks, fails to work, or lets you down in another way that relates to faulty manufacture, you are possibly entitled to have it fixed, replaced, or even refunded, depending on the circumstance. We simply adhere and refer to Australian Consumer Law on these matters.

How do I return a faulty product?
If you receive a product that is defective, damaged, or faulty please contact us to arrange its return. You need to send it to us so we can inspect it. If we deem it to be a manufactures fault we will refund the goods and the freight costs to you. We will arrange to either refund your money or replace the product upon receipt of the defective product.

 

Shipping

Can I pickup my order in-store?
Yes you can, in the information section of the checkout you can select “Pick Up” instead of shipping. Your order will be packed, and you will be sent notification that it is ready for collection. BEWARE some browsers may autofill past the information section of the checkout, in this case simply select “information” in the top left of checkout to go back a step.

Do you ship overseas?
Sorry, we currently do not offer international shipping.

Do you charge for shipping?
We have flat rate $9.95 Australia wide shipping for all our products. The best way to get free freight for coffee is to have a Coffee Subscriptions.

How do I track my order?
Once your order has been fulfilled you will be emailed an order tracking number along with a link to a tracking page.

How long will my order take to arrive?
We dispatch daily Monday to Friday from our roastery. From there shipping time can vary depending on your location and courier. Always check you tracking details to obtain an estimated arrival date. We will dispatch with in 24 hours of your order however the courier shipping time may vary from 3- 8 business days depending our your location.

Can I add a one-off product to my subscription?
No, unfortunately a subscription in an automated system that allows for an automatic order to be placed and cannot be adjusted for a one off.

Can I add to an order that I have been notified as fulfilled?
No, a fulfilled notification means your goods are packed and on the way to you! Please place another order.

Do you ship to PO Box addresses?
Yes! We are able to ship to PO Box addresses.

 

Payment

I’m having trouble paying? What should I do?

You may find that the website will autofill information because your computer can remember your settings and does this out of convenience. However, if you need to prevent this then try clear your browser cache in your browser settings which can help you to start fresh.

Shop Pay won’t allow me to pick up or select shipping?
Shop Pay is an app that helps you add your details into Shopify and you pre-set your information, like your address, emails and card details to make it quicker for you to shop online. This auto fills your information and can override the options in websites. It can also auto fill from your original purchases and can be hard to make a change. This is not an issue with our website, you need to go back and change your Shop Pay settings.

I can’t select 'Pick Up' when in the cart?
If you have purchased from our store before, the cart remembers you, it will auto fill your history of shipping or a pick up as an option. If this happens go back to the <information> tab and change your shipping method, this will then adjust the freight costs in the payment cart.