Help Centre

RETAIL SHIPPING DETAILS (SHIPPING TIME ESTIMATIONS AS ADVISED BY CARRIER)

^FREE SHIPPING PROMOTIONS

Free shipping promotions are available to retail orders within Australia only, and exclude Express Delivery unless otherwise specified. Free shipping on specific products applies to the purchase of "Free Shipping" products only - regular shipping costs will apply to any other products added to cart. Our "Free shipping for orders over $80" offer is automatically applied at checkout for online retail product orders of $80 or more, after any discounts are applied. Excludes value of Gift Voucher purchases.

PRE-ORDER SHIPPING

'Pre-order' is the term used when an item is currently out of stock, but will arrive back in stock within a certain timeframe and is available for pre-purchase. The estimated date of dispatch is displayed on the product page at the time of purchase. On the rare occasion we experience a delay in the delivery of a pre-order style, we will contact you.

If you order a pre-order item with in-stock items, your complete order will be sent once all items are in stock. 

If you need to receive items separately, please place a separate order. Please order carefully, as we are unable to split orders once they have been placed. However, if you've already placed your order and are desperate for the in-stock item to come first, please reach out to our team to discuss paying additional shipping to split your order.

DISPATCH TIME

Dispatches occur on each weekday. All orders completed prior to 11am (AEST) are processed and shipped the same day. All orders made after 11am (AEST), will be processed and dispatched the following dispatch day. In the case of a public holiday orders will be processed and dispatched on the following business day. Orders are delivered on business days only (no deliveries will be made on weekends or public holidays). 

AUSTRALIAN SHIPPING INFORMATION

Shipping time: Shipping times apply from the date shipped, not from the date of order placed. Deliveries to regional & international customers may take longer than the estimated times below. We are not responsible for any late delivery or failure to deliver due to circumstances beyond our reasonable control, such as late delivery by carrier. Once an order is shipped, it is up to the carrier to deliver the products; we are unable to stop a shipment once it has been shipped. 

Delivery: A signature may be required upon delivery. If no one is available to sign for the parcel, a card will be left at your address notifying you of pick-up arrangements. Please inform us of any special delivery instructions at the checkout. We recommend using a work address (include full business name, receivers name and other relevant details) or P.O. Box for prompt delivery.

Liability: At the time of ordering, it is the customers obligation to enter the correct delivery address details. Should you enter the wrong address, we are not obliged to re-send the order to the correct address at our expense. In the case of orders returned to us due to incorrect delivery address or unclaimed through the post office, an invoice to cover 100% of the return postage price will be provided to the customer so that we can re-ship the parcel, or alternatively refunded for the product component only. You must arrange redelivery within 30 days of original dispatch. If we do not receive confirmation, a refund will be automatically processed, less a flat $8 administration fee. We will not accept liability for any loss or damage arising from items stolen, lost or damaged during delivery, arising from a late delivery, or after delivery has taken place. In the event that delivery is delayed, you agree that late delivery does not constitute a failure of our agreement, and does not entitle you to cancellation of an order. In the event that the carrier loses the package, we are unable to ship out replacement packages until the carrier confirms that the package is lost. Missing or non delivered parcels need to be reported to us within 30 days within Australia and 60 days internationally. We always do our best to provide products on time to our customers, and we will always endeavour to follow up any missing or lost parcels on your behalf and do everything in our power to rectify the situation.

INTERNATIONAL SHIPPING INFORMATION

Yes, we ship worldwide! Please note, shipping costs to each country vary. The cost will be calculated at checkout upon selection. You can estimated delivery time here (use Nunawading 3131 in the "From" postcode field).

International orders may incur a customs and duty charge - all import duties, taxes and additional charges are the buyer's responsibility. The customer is responsible for being aware of the customs policies in their place of residence, and any fees or taxes associated with international shipments. Please check with the customs office at the destination country to determine any additional costs before proceeding with purchase.

PACKAGING POLICY

Did you know that we accept a variety of used packaging materials? Donated boxes and bubble-wrap are better than brand new, as it gets this valuable material back into circulation. We use repurposed boxes and packing products where possible. We do not purchase plastic packaging, so if you have received some in your order, we can assure you that the material has been reused or repurposed! We have also teamed up with a number of small businesses within the community to divert their used packaging from landfill via use in shipping Crema Joe products. By finding ways to continue the lifecycle of these materials, or disposing of them thoughtfully as a last resort, you can help make a difference too. To find out more head to our Recycling Program page.