SHIPPING AND RETURNS

SHIPPING

How do I track my order?
Once your order has shipped, you will receive an email containing a link to track your order. You can also log in to your account through our customer portal to check the status of your delivery.

How long will it take to get my order?
We aim to ship all orders by the next business day. Delivery times will vary depending on your location and shipping method.

How much does shipping cost?
Flat-rate express shipping within Australia is $15. Orders over $85 will receive free standard shipping. All orders are shipped via the Australia Post delivery network. Tracking numbers will be supplied for each order via email.
International orders will be shipped via Air Mail (no tracking) or Pack and Track International (door-to-door tracking).
Delivery is dependent on dispatch date and estimated delivery times (below):

Australia Delivery Times:

  • Metro Melbourne & Sydney: 2-5 business days

  • Metro Canberra & Brisbane: 2-5 business days

  • Metro Adelaide: 2-5 business days

  • Metro Hobart: 3-6 business days

  • Metro Perth & Darwin: 3-8 business days

  • Regional VIC, ACT, NSW & QLD: 2-7 business days (longer for remote areas)

  • Regional SA: 2-7 business days (longer for remote areas)

  • Regional TAS: 3-8 business days (longer for remote areas)

  • Regional WA & NT: 6-12 business days (longer for remote areas)

International Delivery Times:

  • All countries: 3-10 business days (longer for remote areas)

In the event that one or more items are unavailable for dispatch, we will contact you with an estimated delivery time for your complete order.

Do you ship internationally?
Yes! We now ship to selected international locations, including Belgium, Canada, France, Germany, Ireland, Italy, Japan, Netherlands, New Zealand, Philippines, Singapore, South Korea, Spain, Switzerland, UK, US We are always adding more locations.

RETURNS

What happens if the pods don't work?
Our pods have been tested on all Nespresso® compatible machines. We are so confident that our pods will work in any Nespresso® compatible machine that we offer either a refund or exchange on any purchase if our pods don't work in your Nespresso® compatible machine.

What do I do if my order has gone missing or I have received incorrect products?
If your order has gone astray, or the coffee you’ve received isn’t the product you’ve purchased, please get in contact with us via email at office@heroicacoffee.com.au, and we’ll assist you right away.

What should I do if I am not satisfied with the quality of the coffee?
Customer satisfaction is our number one priority. If for any reason you are not satisfied with your order, you can return it to us with an explanation as to why the product failed to meet your expectations. We will refund the amount of your order, provided that you return at least 85% of the original item’s weight in original packaging. The original shipping fee may or may not be included in the refund based on assessment of the refund claim.

To qualify for the 100% satisfaction guarantee, you must advise us that you wish to return the products within 30 days of receiving your order. We will provide you with information on how to return your products.

REFUNDS

Refunds will appear in 2-3 business days (upon receipt of the returned product) to the same account from which the original payment was debited. This satisfaction guarantee is in addition to your rights under Australian Consumer Law.

Your rights under Australian Consumer Law

"Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure."

Currency

All items and services listed on this site are in Australian dollars (AUD$) and are charged on this basis. Refunds and returns and associated costs are also charged in AUD$.

Contact Us

At Heroica Coffee, customer satisfaction is our number one priority. If you believe the items are damaged or faulty, please contact us via email at office@heroicacoffee.com.au, and one of our customer service team members will be able to assist you.