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Shipping and Returns

Shipping and Returns

Shipping Policy

Viet-Coffee will process all orders within 2 working days of receipt of payment.

Australian orders are able to be delivered by Fastway couriers unless not in the satchel pick area; New Zealand and other overseas orders are shipped by Australia Air Post/Skippy Post

 

Express post service is available for an additional fee

A delivery fee will need to be applied to your order unless you can arrange for pick up or your order includes free shipping. (See Below) If you want local pick up you will have to make arrangements to pick up the coffee from Perth, Western Australia. Fastway and Australia Post delivery usually take between 3 - 10 business days, depending on location; areas outside of the Central Business District do take longer. Queensland is a long way away from us in WA so is a bit longer but usually within the 10 working days.

Some times Fastway and Australia Post take a little longer to deliver - please be patient - if you have any question about a delayed order contact us and we will update you with whom to contact. Both Fastway and Australia Post may leave a contact card for you to call; in the case of Australia Post  try ringing your local post offices to see if the parcel has been left there when you were not home. If delivery was attempted and you are not home a card is left directing you to a nearby Australia post outlet. Please take the card to collect your parcel from your local Australia Post store. For Fastway a redelivery option is available or go to a collection point close to you;  please contact them to arrange this.

We use tracking services and you will usually be sent a tracking number so that you can follow your parcel along the way. Please request one from info@viet-coffee.com.au if you want one and did not receive an email.

Most parcels will be sent by Fastway rather than Australia Post due to signature on delivery service. However in order to secure our shipping discount a certain volume of shipping has to go via Australia Post and because of this we usually ship Australia post for orders of 3 kg.

For Fastway orders we request a signature; Australia Post customers may or may not be asked for a signature. If you want a parcel to be left in your absence, that is, you have specifically requested a different delivery instruction from our recommended signature on delivery, you accept responsibility for loss of the parcel and acknowledge by this request that Viet-coffee is not liable for your loss. Australia Post has a policy of not recompensing for parcels unless they are insured. We don't specifically insure parcels except for commercial shipments,

Fastway and Australia Post may return parcels that are undeliverable. It is the purchasers’ responsibility to look out for and respond to calling cards left about unsuccessful delivery attempts. Parcels that are returned will incur a redelivery fee from Fastway or Australia Post.

Parcels do get lost. The loss rate is less than one half of one per cent but when it's yours it is a 100% loss for you. Both Australia Post and Fastway are notorious for the difficulty experienced by customers trying to resolve delivery problems and or make Claims. Fastway will refuse claims not lodged within 30 days of collection from Viet-Coffee.

If you are not going to be available to accept delivery for 2 weeks or more please don't order until you will be available or make alternative arrangements for the parcel delivery as Australia Post sends your parcel back to us when it is not collected from your local Australia Post shop from a failed delivery. The shipping was paid for and Australia post delivered the service but you don't have the coffee order we do. This is not a win win as the postage has to be paid for again. You won't want to pay and neither will we!

If you are in a secure complex without concierge service you will need to make alternative arrangements for your parcel collection. Australia Post will transfer the parcel to a nearby Australia Post Office and Fastway have parcel collection depots. If you are not sure please contact us so we can work our your shipping solution in advance.
There are now parcel Collect services for Fastway that may be a solution and Australia Post has Parcel lockers.
For the cheaper Fastway satchel shipping option you are required to verify that you are eligible for this service - send a text to 0409642770 with your suburb and postcode and we will advise as soon as we are able your eligibility. Ordering Fastway satchel service is not a guarantee it is available and we may recoup additional shipping charges incurred via point redemption or request additional funds or cancel and refund your order, all of which will be time consuming.

Here is a map of Fastway coverage
Perth area for satchels is the brown area, Where there is a dot there is service and some of the areas in between as indicated by the white. Not all of the white is covered and you may need to use parcell collect agent where there is an agent that will accept a parcel on your behalf for you to collect later.


Please feel free to contact us if you have any questions about Shipping or your order. - If you think the shipping charge is too much the store may not have calculated the shipping correctly; use the contact form or email info@viet-coffee.com.au or text 0409642770 or call.


The following sections of the store have shipping built into the price.

New Zealand delivered - special selection of coffee that will ship to NZ with no extra charge for shipping not always available and have a few quirks to access so please contact us - usually most economic shipping rate is 5 kg or more

BX1 - this is usually 5 packs of 250g coffee or 2 x 500g coffee - there is no extra charge for shipping with these and cannot ship to NZ at this price

Bulk Pack - this is usually 9 to 10 x 250 g or 4 or 5 x 500g packs of coffee - still no extra shipping charge with these and cannot ship to NZ at this price

5KG with shipping - this is usually the equivalent of 18 x 250g packs of coffee - with no extra charge for shipping and cannot ship to NZ at this price

Click on the links above to get to those sections of the store

What does a search for Fastway shipping look like? Cut and paste this address   https://www.fastway.com.au/tools/quick-quote#

 

To Check if you are eligible for Fastway Satchels use this link - enter from Perth and in to your suburb,  3 in the shipping weight and click on the quote button. It will display a number of options and  you must see Satchels with a dollar value or if it looks expensive then that is the true cost of using Fastway to your area and there is no satchel service to your area.

belwo shows satchels - you can use Fastway

Below shows expensive shippgin no satchels to your area

 

 

Not sure plase feel free to ask

Return Policy

Returns will only be accepted for faulty or incorrect goods. Unfortunately we do not offer refunds for change of mind or unwanted orders. Hand made products will by their nature contain slight imperfections; these are not considered to be faults, rather marks of authenticity. Pashmina's; silk scarves and shawls and all lacquer ware fit into this category. We will send detailed photos of the product on request if you have any doubts.

We know we have quality products, we use them ourselves, so we stand behind the products we sell. If you are unhappy with the quality of your purchase please contact us immediately and you may return the products for refund or exchange.

Please always check your delivery against your order and the invoice provided. If you find a discrepancy please report it to us within 24 hours of receiving your goods for prompt resolution.

Returns Process:

To return an item, please send it to: Viet-Coffee, 29 Reynolds Rd, Applecross, WA 6153 . Include the following information:

  • Your Order number if known (appears on the confirmation email)
  • Your name and address
  • A description of the item you are returning
  • Whether you would like a refund or replacement.


If you experience any problems with our shopping cart or products received, in Australia please contact us immediately. Call or text us on 0402010916 or e-mail info@viet-coffee.com.au to obtain further instructions. If we don't answer the same day we are probably in Vietnam and email is the best contact method especially around summer holidays.

In Australia we ship our Vietnamese Coffee to Queensland, Northern Territory, New South Wales, Victoria, Tasmania, Queensland, ACT and Western Australia. We also ship to New Zealand, there is a ship-for-free section in the store and the bulk pack and 5kg packs will have to pay extra for postage. Please contact us for the additional charges.(Usually bulk pack $10 and 5 Kg pack $20.

Overseas shipments can be arranged but a request for quote is required and in many instances will add 100% or more to the cost of your order. The site is not set up for overseas orders aside from New Zealand (except for shipping included items; please contact is if you are not sure how to progress an order that includes shipping) so contact us for a shipping price to NZ for all items that include shipping.

National shipping rates for Australia Post have the following breakdown:

 0 - 500g shipping weight under $8 - ie one 250g pack of coffee

(not available for 500g packs coffee as they are over the all-inclusive packed weight )


501 g to just under 3 kg approx $12.75

Eg from 2 x 250g packs of coffee to 11 x 250g packs


3kg to just under 5kg approx $15.50

Eg 12 packs of 250g to 18 x 250g packs of coffee


Fastway are cheaper but may not be available in your area - Fastway cannot deliver to PO Boxes and parcel lockers.

Australia Post has the monopoly here.

 

For Secure complexes parcel locker or parcel connect services are available for you.

How to get best value from shipping packs with Viet-coffee and

 

Shipping rates vary from location to location. You are not eligible for Fastway satchels if you provide a PO Box Address, parcel locker or are outside of Fastway shipping Zone

 

Australia Post has 3 main shipping sizes and due to our buying power we pass on our current 12.5% savings direct to you. Australia Post is ruthless with overweight  so we have to be quite strict on shipping weight which includes the packaging..  There are 3 sizes of Satchel and the packaging forms part of the shipping weight ranges  of 500g, 3 kg  and 5kg – Australia Post Delivers across Australia for the same fixed fee.

For example  we have to use a 3kg satchel for a 500g box of coffee and for 6 x 500g boxes we would have to use a 5kg satchel.

 

Australia Post

Fastway – must check satchel availability

500g

Up to 1 x 250 or 340g

A5

Up to 2 x 250 g  or  2 x 340g

 

A4

Up to 5 x 250 g  or  4x 340g

3 kg

Up to 10 x 250 g or 8 x 340g

A3

Up to 10 x 250 g or 8 x 340g

5 kg

Up to 9 x 500 g or 16 x 340 g

A2

10 x 500g  or

 

When you order if you stay within  the recommended ranges then you will get value as you move up in order size due to the relative shipping charge going down for example with one pack of 500g coffee your shipping charge is nearly $13 and you can ship 5 x 500 g boxes for the same weight satchel and so same fee of Just under $13 (we would remove some of the outer packaging to keep the order weight under 3 kg)

Feel free to contact us if you have any questions about shipping or if you want to see if you can access cheaper shipping via Fastway. – here is a link if you want to check - https://www.fastway.com.au/tools/quick-quote/

 

Not sure please ask and we will help you get best value from your order – BX1,  Bulk packs and 5kg sections of the store already have shipping savings built in


Speed of delivery

The speed of processing your order will affect shipping time. A number of factors affect this including payment type and ordering day and time and whether it is a weekend or public holiday.

EFT payments can take several days or longer depending on your bank;  some banks are very quick and payments through the Rediteller network are quicker as our bank is Unibank in Western Australia. PayPal payments are treated as paid immediately and processed that evening and we do not wait for funds to clear as we do with EFT payments. Some EFT payments happen the same day.

We usually start processing orders in the evening so if you want an urgent order processed please contact us so if we are able to we may start processing early. We usually process on Sunday through to Thursday evening as the post office is open the next day to accept parcel lodgement. Orders on Friday, Saturday and Sunday are usually processed on Sunday evening except public holidays. See Business days below*

We know you will love the rich aroma and smooth taste of our coffee.
Taste it... enjoy it!


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*A business day is Monday to Friday - delivery times are estimates and do not include Saturday or Sunday or public holidays. eg Order on Friday of a long weekend and delivery on the Monday week is only 6 working/business days although actual days counted is 11. Sorry we don't make these things up its just how long it takes the courier companies to get your parcel from us to you.