Coffee

How long will my coffee last?

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

An account is essential for Subscription customers to be able to access and 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 My Password” button, you will then be sent an email with a link to reset your password.

How do I adjust my current order?

If you have placed an order and you would like to make a change get in contact with us straight away by calling or emailing us at the Roastery. If you are a subscription customer and would like to make a change, you can do this by logging into your account.

How do I update my details?

You can update your details from the my account page. You can access this by clicking the person icon at the top right of the screen.

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

How do I add a product to my subscription as a one off purchase?

 You can now add a product to your subscription as a one off purchase. This means it will be delivered with your subscription order but will only be sent once.

 

Step 1

Click on the icon to go to my account

 

Step 2

Login to your account

 

Step 3

Click on Manage Subscriptions

 

Step 4

Click on the ADD A PRODUCT button

 

Step 5

Select the product

 

Step 6

 Select 'onetime', update any other options required, then click the ADD PRODUCT button.

 

Step 7

Done! Your product will be shipped at your selected date as a one-time purchase that will be charged at the same time as your coffee subscription.

Do I have to have an account to purchase from Artisti?

Yes, to have a subscription you must create an account. This is a security measure to protect your data. This also means you have an account to change or modify your information yourself and manage your subscription.

How do I log in to my subscription account?

Log into your subscription account here.

I can't get into my subscription account.

You may have purchased a subscription without creating an account.
Request access to your subscription account here.

How do I update my subscription?

Sign in here, then click on the "Manage Subscription" button. From here you will be able to manage your next charge date, frequency, volume, delivery address, card details, billing information and other parameters.

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.

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, this is a free gift, with 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, whatever 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.auto 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 $9.95 Australia wide or free pick up from our roastery in Toormina. 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 orders@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 you can, to do this would mean you 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. 

What day will my subscription be sent?

All new subscriptions will be processed on the day the order is placed and future orders will be updated to populate on Sunday.

Over time your order may move outside of this cycle if you have paused or made changes to your subscription dates. We will continually update all subscriptions to populate on Sunday to ensure you get fresh roasted coffee plus the process runs smoothly in our coffee roasting and delivery cycles.

My subscription date has been changed by Artisti. Why?

If your subscription usually populates on a Monday, Tuesday or Wednesday, we will bring it forward to the Sunday night before.

If your order usually populates on a Thursday, Friday or Saturday we will push it back to the next Sunday.

This is because we roast your coffee on Monday morning, ship it Monday afternoon or deliver it locally on Tuesdays & Wednesdays. If we stick to this schedule and process, we can ensure that your favourite coffee lands at your door at its finest and within a regular, efficient manner.

Subscription Delivery details.

Freighted orders will be shipped out Monday afternoon (or Tuesday if Monday is a public holiday). 

Local deliveries by the Artisti Van are:

North of Toormina - Tuesday

South of Toormina – Wednesday

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 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 a 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.

If you have an active subscription that is usually delivered, but would prefer to pop in, please call us as early as possible to let us know so our courier does not collect it.  

Do you ship overseas?

Sorry, we currently do not offer international shipping.

Do you charge for shipping? 

Most products have flat rate $9.95 Australia wide shipping.

you get free shipping for goods over $60.00 for all coffee and accessories.

For heavy items like grinders and coffee machines the price is as follows based on the sell price, these are calculated after checkout once we can confirm the totl weigths and where you are located. If the price is reasonable we will give you free freight or try and drop ship to you from our supplier. Otherwise we may have to charge you these additional freight costs.

0 to $59 = $9.95

60 and above excluding coffee machine or grinder is FREE SHIPPING


upto $1500 = $45.00
$1501 to $3100 = $95.00
$3101 to $10000 = $180

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 your tracking details to obtain an estimated arrival date. We will dispatch within 24 hours of your order however the courier shipping time may vary depending on your location.

Can I add a one-off product to my subscription?

Yes you can! Login to your account, then click 'Manage Subscription'. Then you can select 'Edit' to add any product as a one-off selection to your next order.

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.

Can you ship to PO Box?

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.

Help! I can’t select 'Pickup' when in the cart?

If you have purchased from our store before, the cart remembers you and it will auto fill your history of shipping. 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.  

My order has been Flagged as Fraud? and it was refunded?

Thank you for shopping with us, we appreciate your business and we aim to get your purchase out the door and safely to you as quickly as possible respecting both your privacy and payment
information.

ACR (Artisti Coffee Roasters) must ensure we protect ourselves from fraudulent orders by contacting customers whose orders have been flagged as fraudulent to verify customer and payment details.

Without doing so we can be held accountable with banks charging costs back to us if payments are allowed to be processed via stolen credit cards & fraudulent bank payments after they've been flagged by the Shopify System.

We rely on our web payment processors like Shopify, After pay, Zip pay and PayPal to give all orders a credit risk rating from Low, Medium & High risk.

'Low risk' orders will be processed and shipped without delay.

Orders flagged Medium or High risk will be refunded immediately to protect against possible stolen bank details and to minimise the losses in our business.

If your order has been flagged we will endeavor to contact you and resolve any issues with the payment that may be just a simple misunderstanding. Nevertheless we must go through this process and we apologise in advance and appreciate your patience in this matter.

We may require additional information including ID checks and verification to process your order. We may also offer a pick up instead of delivery or suggest a different payment method.

Regardless of fraud risk assessment all orders that have a value over our set limit will be called to ensure we are shipping your items to the correct address. We wouldn't want to see an Auto filled address sending out your products to your old address. Yes, this has happened, we cannot fix this once the goods have been sent.

Why has my order come up as a Fraud Risk? Where to from here?

The first is your credit card may have been stolen, So its great we have
found this for you. We advise checking your statement NOW, and cancelling your
card to avoid further transactions and contact your bank to identify these fake
purchases. If this happens to you, we will happily provide details of these transactions
to your bank if needed.

The most common issue is the lack of Tracking on your payment, this happens
when you use a “incognito web browser” or you are trying to hide your data when
making a purchase. We get it, you want your data to be safe online, we do to.
However this is a common issue for our risk assessment process to flag your order
as Fraud and for us to refund the order immediately

We will contact you, if we can not reach you we will cancel the order and
deem the matter safe for you, the banks and our business. If we can reach you,
we may ask for additional explanations as to why this has occurred and with “Photo
ID” proof provided to us we may review your order and agree to process your
order.