Before we ship or you collect your equipment: For larger purchases where payment is made via credit card or PayPal, we may ask you to prove your identity. We regret that this is necessary to protect us against ongoing attempts to gain goods by deception.
For all purchases above $1000 which are collected in person, we will ask you to provide ID. Should another person collect on your behalf, your nominated representative is required to provide ID and to complete our Espresso equipment release authorisation. When goods are being shipped via road freight, we may also ask for proof of identity.
Getting your goods moving:
We are committed to providing the safest and best value for money shipping services.
We use trackable Australia Post and Sendle satchels for smaller items and Parcel Post or road freight for larger items which will not ship in a satchel. Shipping options will be displayed at checkout and estimated transit times vary according to shipping option chosen. We reserve the right to substitute your chosen freight option for another where it will provide a more efficient service unless otherwise instructed.
Very large items are security wrapped and secured to a protective timber skid. Why do we do this? Freight companies use forklifts on large items whether they’re on a skid or not. Non skid items are frequently dropped. We ship these larger items are shipped with road freight couriers and when purchased brand they are fully insured until signed for on collection.
Local pickup from our warehouse in Northcote, Victoria (3070) is also available.
Delivery
We know you will be excited about the purchase of your new equipment and will want it to arrive quickly, safely and in perfect working order.
We do not charge for a tail lift truck at the delivery address and you will be expected to assist the driver- who will be alone. Should you require a tail-lift truck, please let us know and one can be arranged at your expense.
In order to make sure your order is received on time and in in perfect condition, it is important that we explain how delivery works:
Delivery Date
We will provide you with tracking information for your shipment. Our shipping companies all provide an estimated delivery day and we forward this information to you. Please be mindful that all dates specified are estimates only.
If nobody is present to accept your order, we will be charged a redelivery fee and we will on-charge this fee to your account.
In addition, freight companies charge more expensive rates for home delivery than for delivery to business addresses. Please note that home businesses and any other business run from “domestic premises” (i.e it looks like a house), will be reclassified as domestic and excess charges will be applied by freight companies. For this reason, we advise that should your delivery incur extra charges, we have no alternative other than to on-charge any additional costs incurred in your delivery. Warranty for your goods is active only when there is a zero balance on your account.
Make sure someone is home
Our couriers attempt to deliver to business or home addresses between 9am and 5pm, Monday to Friday. Unfortunately, we are unable to guarantee a delivery time. Therefore, if you’re not able to guarantee someone will be available to accept delivery, please nominate an alternative address that is occupied all day. If your circumstances change for the day your machine will be delivered, call your chosen courier to request an alternate delivery date. Should the courier not find anyone to accept the delivery, or if it requires redirection, there will be an additional charge payable by you for redelivery. Equipment cannot be delivered without a signed proof of delivery confirmation collected by the delivery driver.
Correct address
Please make sure you provide the correct delivery address details at the time of ordering. Should you enter the wrong address, you will be liable for any charges we may have to pay on your behalf. Should your item be lost as a result of you providing us with an incorrect address, we will accept no liability for that loss.
Insurance
Any brand new espresso machine or espresso grinder freighted to you must be fully insured from the time of pick-up to the time of delivery and we will insist you choose an appropriate shipping option. Insurance on used items and repairs in transit is not included, but can sometimes be provided at client expense on request.
Lost?
If your goods are not delivered and cannot be located within a reasonable timeframe, we will send a you replacement. Our liability is limited to the value of the goods as it appears on your Tax Invoice at the time of purchase.
In the unlikely event that something goes wrong with your shipping, the most important thing is to be patient while we work to solve the problem. You satisfaction is our primary concern
If your order arrives damaged
For all insured goods, please inspect your package when you receive it from the shipper. If the box is visibly damaged, you MUST inspect the item with the delivery driver and note the damage on the delivery confirmation and then contact us immediately. DO NOT USE the machine.
Ensure that you keep all packaging (boxes, shipping labels, packaging material, etc.), as the shipper may want to inspect the package.
If your order doesn’t arrive
It is your responsibility to inform us within 7 days of expected delivery if an order does not arrive. Once we learn an order has not arrived by the estimated delivery date, we will follow up with Australia post or the courier. Please note that if an insured item is not delivered, we will ask you to wait for a reasonable period before dispatching a replacement item. Replacement items will be dispatched solely at our discretion.
We will not accept liability for any loss or damage arising from a late or uninsured delivery. By placing an order, you agree that a late delivery does not constitute a failure of our agreement, and does not entitle you to cancellation of an order. We will also not accept liability for any loss or damage arising from items lost, stolen or damaged after delivery has taken place.