If you don’t find here the answer to what you were looking for, please drop a line at email@example.com and we’ll respond as soon as we can.
Our coffees & roasting
How do you source your coffees?
Learn more about how we approach our sourcing and roasting at samplecoffee.com.au/responsibility.
Do you roast each coffee for a specific type of brewing?
Our single origins roasting style is designed for the coffee to be brewed as filter or a long-extraction espresso. In the lighter side, we believe this is what brings out the best flavours and natural qualities of the green coffee beans we buy.
Our blends and our decaf are roasted to be best brewed as espresso.
Which of your coffees are better had black/solo?
We recommend any of our single origins. We’ve designed their roast profile to be brewed as filter or long-extraction espresso, sitting on the lighter side. This brings up the original flavours and avoids toasty notes. As such, these qualities are better discerned and appreciated without mixing up with any milk (but you’re welcome to add some you prefer so).
Go to online coffee shop.
Which of your coffees are better had with milk?
We recommend any of our blends, Pacemaker or Sweet Tooth, or our single origin decaf La Serrania. We’ve designed their roast profile to be better brewed as espresso and had together with any milk.
Go to online coffee shop.
Using our beans
How long will the beans last fresh and tasty?
Our beans will taste best anytime between 5 days and 4 weeks from the roast date, which is written in the label at the front of each coffee bag (near the QR code). We recommend to store them in a cool, dark place (but not the fridge!). Always seal the bag closed after each use.
I don’t have a grinder. Can you send me ground beans?
Sure can! You can select the type of grind, depending on your brewing method, on the cart check out or when you start a subscription.
Why do you recommend using freshly ground beans?
As soon as the coffee is ground, the process of oxidation occurs quickly due to the smaller particle size (compared to the whole bean format). The best, most intense aromas and flavours start dissipating soon after grinding due to the loss of CO2 and a chain of chemical reactions, better explained in this nerdy yet very informative article.
Can you show me what the best way to brew your beans is?
Ordering retail coffee and gear online
If I place my retail order now, when will you roast and ship the coffee?
We roast and ship to order every Monday morning (or Tuesday if there is a holiday). This means that every Monday at 6.30 AM we review all orders placed during the previous week, roast the quantities we need and finally ship wherever it needs to go.
If you’ve placed an order on Monday morning, it’s likely that it doesn’t get processed until the following.
We may be able to send some orders placed during Monday/Tuesday on the following Wednesday if we have that particular coffee/piece of gear in stock.
Can I order my coffee ground?
Yes you can! Select the grind size to match your brewing method on the check out page.
Can I add gear/accessories to my coffee order?
Yes, you can add anything you find at the gear & goods shop to the cart. Once you’ve finished shopping the coffee and gear you need, just go to the car and start the checkout process.
Can I have my order wrapped for a gift?
We may be able to do something for you :) write us at firstname.lastname@example.org including your order reference number, and we’ll chat about doing something special.
Can I pick-up my retail order at any of your stores, instead of having it shipped?
Yes, you can select pick-up at any of our locations during the checkout process. Once the order is complete, you will receive a confirmation email outlining the location and date/time from when the pickup will be available.
Retail orders for pick-up don’t have any additional shipping costs.
Can I pick-up my subscription order at any of your stores, instead of having it shipped?
Nope, sorry. Subscriptions are a complete service and our logistics are set up to run smoothly by getting all our orders included in a shipping process.
If you really prefer to pick it up from any of our locations, it may be possible but the subscription fee will be the same. Get in touch if you’re interested in this option.
What happens if I don’t pick up my order within 3 weeks from the pick-up date?
When you select pick-up at any of our locations we expect you to collect your order within 3 weeks from the pick-up date.
If your coffee order doesn’t get collected within that timeframe, we will send it back to our warehouse/cafes for internal use before the coffee goes stale (we recommend brewing and drinking our coffees between week 1 and 4 from the roast date for maximum flavour).
We’ll do our best to replace orders that are claimed after that timeframe, however, please bear in mind that not always may be possible. Requests for refunds may be partial to absorb any fees representing transactions, handling, packaging and transport of unpicked orders.
Shipping & delivery
Do you ship anywhere within Australia?
Yes, anywhere in Australia, including Tasmania ;).
Do you ship internationally?
Unfortunately, we don’t ship our coffee or gear overseas. However, there are a couple of countries that get our coffee and may be able to send it to you:
Thailand: Kaizen Coffee Vietnam: Barista Collective
Which company do you use for your shipping?
We use Australia Post.
Do you offer express shipping?
Yes, we offer standard (Parcel Post) and express shipping. Please select it, if you like, on the checkout process.
How long will it take for my order to arrive, once you’ve processed and shipped the parcel?
Parcel Post (standard):
Sydney Metro: up to 2 business days
Rest of NSW: up to 5 business days
Interstate Metro: up to 3-6 business days depending on lodgement and destination points
Country: please ask at your local Post Office
Close to next business day (beware Australia post has temporarily suspended their Next Day Delivery guarantee due to COVID-19 restraints).
You can use Australia Post calculator to estimate how long will it take to arrive to yours (please use 2044 as postcode of origin).
Do you offer same/next day delivery?
No, but it is very possible that if you are based in Sydney Metro you get your order on the next day (whether that is standard or express shipping) from shipping your parcel.
How much does shipping cost?
The delivery price (whether standard or express) will be calculated and shown at checkout based on the total weight of the order (including packaging) and the location where it will be delivered.
Is the shipping carbon neutral?
Yes, according to Australia Post our standard and express shipping methods qualify as carbon neutral.
In Brew Crew, do you send a different single origin every time?
Weekly Brew Crew subscribers receive the same single origin 2 times (it repeats every fortnight).
Fortnightly/every 3 weeks/monthly subscribers receive a new single origin in every delivery.
In Brew Crew VS, do you send a different single origin every time?
Yes, it’s a new single origin every delivery (only monthly).
Where can subscriptions be shipped to?
Subscriptions can be sent anywhere in Australia, but not internationally (sorry, far-flung friends!). If you’re outside Australia and want our coffee delivered, get in touch with us and we’ll do our best to help.
Can I change where my coffee is sent?
Of course! You can change the delivery details of your subscription up until the morning of each roast day (the next roast day is always shown at the top of the website), which is when we’ll package up your order and ship it. You can find your current delivery address is on the Subscription Plans page.
Can I put my subscription on hold?
If you want to pause your deliveries (hey, we get it, sometimes you need a break from coffee) there’s an option on the Subscription Plans page to choose how long you’d like to pause. We’ll stop charging your card until the date you choose. If you’re on holiday, send us a postcard!
How do I cancel my subscription?
There are no lock-in contracts or minimum terms: you can cancel your subscription at any time. There’s a cancel button on the Subscription Plans page (but if you’re going away, we recommend pausing deliveries so you don’t have to sign up again).
Can I add additional bags of coffee or gear to my next subscription delivery?
Yes, you can add one-off items* to your next delivery. Once you are subscribed and logged in on our site, head to our online coffee or gear shops, enter on your wished coffee/gear item and click on the “Bundle with next delivery” button. The selected products will automatically be added to your next subscription delivery and their cost will be charged whenever the next subscription charge date is assigned.
If you wish to have an item bundled in an ongoing basis (like, for example, a 250g bag of blend added to each single origin Brew Crew delivery), please get in touch. We can set it to happen automatically.
* Blends and decaf are always available for bundling with your subscription. However, you may notice that some single origins are unable to be added to your next delivery; this is due to the logistic unpredictability of these coffee lots, which sometimes come in small batches that may run out by the time your bundle is due.
We want a subscription for our workplace/office. Can you do something for us?
Indeed. Head to the Coffee For Work subscription page for a dedicated product for workplaces: larger volumes at a better price. Subscriptions start at 420g weekly, and we’ll ask for your ABN.
Is the answer to everything on the Subscription Plans page?
Sadly, no. But it can do most things you’ll ever need if you’re a subscriber.
How do gifts work?
When you purchase a gift subscription for someone, you’ll receive a gift certificate with a unique code that the recipient can use to claim their gift by entering an email and delivery address.
Will the recipient receive an email or deliveries immediately?
We won’t contact the recipient of your gift: that’s up to you, so you can choose the best time to present them with your gift.
They’ll need to enter their email address and a delivery address to start receiving deliveries.
Your gift subscription is valid for redemption up to a year from the date of purchase.
Do I need a credit/debit card to redeem a gift subscription?
No card information is needed to redeem a gift subscription. Once your gift subscription expires, you can choose to add your own card details to continue receiving deliveries.
Billing & payments
What cards do you accept?
Visa, Mastercard and American Express.
Can I change the card used for my subscription?
Definitely! You can change the credit or debit card that’s used for your subscription, or just update the expiry date if your old one’s running out. Use the Update payment options option on the Subscription Plans page.
Are my credit card details secure?
We don’t actually store your card details at Sample Coffee. Your card details are stored with Stripe, who handle the payments, and who are specialists in the secure handling and storage of this sort of information. You can read more about Stripe on their website.
When will I be charged?
Your card will be charged 3-4 days before each delivery (you can see your next billing date on the homepage). If you change your mind and pause or cancel after this date, we’re usually able to refund your payment unless we’ve already packed your order on roast day.
Cancelation, returns, refunds and exchanges
I just placed my order but I changed my mind. Can I cancel it?
Send us an email to email@example.com ASAP and we’ll address the issue as soon as we can.
I see you’ve charged me for something, but it’s not quite right. How can I get that clarified and refunded?
Send us an email to firstname.lastname@example.org ASAP and we’ll address the issue as soon as we can.
I don’t like the coffee I received. Can I return it and get a refund?
Sorry to hear you didn’t like our coffee :( but that’s perfectly normal, we can’t appeal to everyone! If that’s the case, and the coffee is in perfectly fine condition, we may not be able to process the refund. However, if there is something faulty about it, we certainly will. Please send us an email to email@example.com and we’ll attempt to solve the issue as soon as possible.
The gear I received is faulty, broken or I just don’t like it. What should I do to return or exchange it, or get a refund?
If for any reason you are not completely satisfied with your purchase we will give you a 14-day money-back guarantee from the time you receive the goods. Please contact us at firstname.lastname@example.org within that time if you are not satisfied with your purchase so that we can resolve any problems.
This refund policy does not apply to goods which have been worn or used, damaged after receipt, or if any attempt has been made to alter the product or if they have been dropped or broken. All products must be returned in their original condition. All postage and insurance costs are to be paid by you.
We recommend that you return the product via Registered post and that you pre-pay all postage. You assume any risk of lost, theft or damaged goods during transit & therefore advise you take out shipment registration of insurance with your postal carrier. Sample Coffee Roasters Pty Ltd will not be responsible or parcels lost or damaged in transit if you choose not to insure.
What’s your warranty against product defects?
Our product and service warranties are compliant with the Australian Competition & Consumer Commission and Australian Consumer Law (ACL). This warranty is given in addition to consumer guarantees and cannot exclude them.
All Sample Coffee Roasters Pty Ltd products (roasted coffee beans) have a warranty time of 14 days from the date of roasting. All third party products purchased via Sample Coffee Roasters Pty Ltd (i.e. equipment, tableware) have a warranty as per manufacturers’ specifications.
All Sample Coffee Roasters Pty Ltd services meet and exceed automatic consumer guarantees as per ACL.
If the product or service you acquired is partially or totally defective upon purchase or receipt, or you are not satisfied, Sample Coffee Roasters Pty Ltd will:
- Repair or replace the product (or part of them)
- Resupply or fix a problem with the service
- Provide compensation/refund if the previous is not possible
We will give you a 14 day period to communicate and claim any warranty from the time you purchase or receive the product or service.
Please contact us within that timeframe if you are not satisfied with your purchase so that we can resolve any problems at email@example.com.
End of product life/component replacement facilitation program
We stand for reuse and repair, including any products sold in our shop. Because of this, we can help you source spare parts and components for any of the equipment we sell, and possibly some we normally don’t, whenever possible.
Please talk to us in our shops or e-mail us at firstname.lastname@example.org to see how can we help.
Our cafes and partners/wholesalers
Where are your cafes located?
In Surry Hills, St Peters and Chippendale. Head to samplecoffee.com.au/locations to see the full address.
Where I can find cafes serving Sample Coffee?
Head to our Where to get Sample Coffee page and explore the map. Otherwise, send us an email or Instagram message, and we’ll get back to you as soon as we can!
Where can I buy your beans, other than online and in your cafes?
Head to samplecoffee.com.au/cafes-and-partners page and explore the map. Otherwise, send us an email or Instagram message, and we’ll get back to you as soon as we can!
Last updated on 11th March 2022.