FAQs

Frequently Asked Questions

SHIPPING AND DELIVERY

AUSTRALIA METRO PARCEL POST CHRISTMAS 2023 CUT OFF DATE
Sending to/from Metro Cut off Date
Within Australia except NT & WA 18TH DEC 2023
WA 15th DEC 2023
NT  14th DEC 2023
* for online orders received by 11 a.m.  
* Earlier date is recommended for addresses outside metro areas

How much is delivery?

We offer a flat rate of $10.00 for all standard shipping within Australia.

Free shipping:  when you spend $50 or over (after discount) per order. 

How long does delivery take?

Orders are dispatched from our Melbourne warehouse using Australia Post.

Standard shipping orders are dispatched within 48 hours (Monday-Friday, except public holidays). Orders will arrive 2-5 business days after dispatch.

Please note shipments to remote areas may take an additional 1-3 business days.

Where is Store Pick Up?

Bean Alliance Group,

:Orders placed by 2:30 p.m. can be picked up by 5 p.m. same business day. 

Orders placed after 2:30 p.m. will be ready for collection the next business day. 

Store Pick Up available Mon to Fri 8:30 a.m to 4:45 p.m. Mon to Friday (except Public Holidays)

What to do when my order is late?

You can lodge a query by contacting Australia Post.

Contact information for Australia Post is on the link below:

https://auspost.com.au/help-and-support

On rare occasions, Australia post may lose or misdirect your order in transit.

If Australia Post informs you that your order is lost, please contact us.

My order arrived damaged. What do I do?

You can lodge a query by contacting Australia Post.

Contact information for Australia Post is on the link below:

https://auspost.com.au/help-and-support

On rare occasions, Australia post may lose or misdirect your order in transit.

If Australia Post informs you that your order is lost, please contact us.

We try our best to package your goods so they are protected in transit however, if your parcel does arrive damaged, please contact our friendly Customer Service team on (03) 9474 5555 or shop@beanalliance.com.au for a replacement.

 

Do you ship internationally?

We currently ship within Australia only

 

HOW ARE WE REDUCING CARBON FOOTPRINT?

A TREE IS PLANTED FOR EVERY $80 

A mangrove tree is planted for every order $80 and above through the Eden Reforestation Project in Madagascar. 

Mangrove forests cover just 0.1 percent of the planet's surface but store up to 10 times more carbon per hectare than terrestrial forests. This carbon-storing superpower makes mangroves a critical part of the solution to climate change. Mangroves are able to store and stock pile carbon from the atmosphere during their growing period from 50 metric tons to as much as 220 metric tons per acre. 

For more information: https://thegoodapi.com/how-it-works

WHAT WE USE TO PACK
Products are wrapped with Geami WrapPak, a climate neutral, recyclable diecut kraft paper sourced from Forest Stewardship Council (FSC) certified suppliers. Click here to learn more.

Products are then placed in a cardboard carton, made partially from recycled paper, to protect the goods from damage in transit.

 

MANAGING SUBSCRIPTIONS

To manage your subscriptions, log in to your account from the front of the store.

Once you login, click on Manage Subscriptions

You can edit orders and change frequency, address, payment options etc.

For more information:

https://support.rechargepayments.com/hc/en-us/articles/1500000514041-Instructions-for-your-customers

 

GENERAL INFORMATION

Global Industry Impacts + Price Changes March 2023

As you may be aware, over the last couple of years, the coffee market has recently been impacted by a number of environmental factors, including climate change and natural disasters, which have led to a decrease in coffee production and an increase in costs. In addition, global inflation has also contributed to rising costs across the industry.

As a result, it is unavoidable that prices will increase by approx 8% effective 3rd April 2023.

We understand that this may be inconvenient for some of our customers, but we hope you can appreciate that these changes are necessary to maintain the quality and sustainability of our products via our certification credentials with Fairtrade ANZ, Australian Organic and Swiss Water Process.

We remain committed to providing you with the highest quality coffee possible, while also supporting our producers back at origin in their efforts to mitigate the impacts of environmental changes on their operations.

Thank you for your understanding and continued support.

 

Subscribe to receive emails from your roastery

Sign up to subscribe to email updates and promos and receive 10% one off discount for purchases $50 and over. A promo code will be sent to your email used to subscribe which can be used at check out for 10% off your order.

Discount excludes: Gift cards, apparel, equipment, subscriptions and milk.

 

Can the coffee packaging be recycled?

Unfortunately, coffee packaging cannot be recycled due to the foil lining that is necessary to keep the coffee fresh.

However, we are looking into sustainable packaging in the coming future! In this field, technology is advancing to provide primary packaging material that is not only recyclable, but also maintains the freshness of the coffee.

How do I store my coffee so it stays fresh?

Once opened, we recommend storing the coffee in an air-tight container in a cool, dry, dark location.

We do not recommend storing your coffee in the fridge or freezer as extreme temperature fluctuation can alter the state and taste of the coffee.

RETURNS POLICY

What is your return policy?

Your satisfaction is of the utmost importance to us.

If you received an incorrect or damaged order, please contact our friendly customer service team within 7 business days of receipt for a refund or exchange.

Any refunds will be credited to your original method of payment. Postage costs are non-refundable. 

If a customer had ordered the incorrect product, the customer can send the product back to us for an exchange. Once we receive the product in good condition, we will resend the correct product in exchange. 

Return address:

Bean Alliance Roastery

Online customer service

25 Kurnai Ave, Reservoir VIC 3073

Please note for food safety reasons, we do not accept exchanges or refunds for change of mind.

To speak to our Customer Service team, call us on (03) 9474 5555 (9am-5pm AEST weekdays) or email shop@beanalliance.com.au

 

ENVIRONMENTAL INFORMATION & CAPSULES

What are the disposable components of the bean ground & drunk CAPSULE?

The capsule comprises of a lid, base, a capsule body and coffee.

What are the components of the bean ground & drunk PACKAGING?

The packaging comprises a retail box containing 10 single capsules and a shelf display and shipping carton which contains 6 retail boxes.

Can I dispose of the capsule with environment in mind?

Yes. Aluminium can be removed from capsule (lid and base) and repurposed via scrap metal collection agencies;

Locate your nearest scrap metal collection in your state for more information.

https://recyclingnearyou.com.au/coffee-capsules/

Aluminium represents approximately 2% of the total capsule.

Capsule body is made from polypropylene (recycle #5). It is 100% recyclable. It can be disposed of in kerbside council recyclable rubbish. Polypropylene plastic is tough and lightweight; it has excellent heat-resistance qualities.

Coffee is 100% Australian Certified Organic and sourced under FAIRTRADE ANZ regulations. 100% can be disposed of green waste. (PS it’s great for the garden!)

Is the outer packaging environmentally friendly?

The retail pack containing ten capsules is made from 100% recyclable fibre board.

 

What is Fairtrade?

Fairtrade advocates for better working and living conditions and improved terms of trade for farmers in developing countries. Fairtrade farmers receive a guaranteed minimum price for their harvest and an additional premium to invest in their community for health and education.

Click here to learn more about fair and ethical trade.

STILL HAVE ANY QUESTIONS?

Contact us on (03) 9474 5555 or
shop@beanalliance.com.au