1. Order preparation
We prepare orders from our Artarmon roastery. Pickup orders are ordinarily ready within three business days. Please wait for confirmation before collecting from U4 71 Dickson Avenue, Artarmon NSW 2064.
2. Shipping charges
Shipping is calculated from the packed weight and destination shown at checkout. Australian and international services use the available postal or carrier rate configured for the order. The final delivery charge is displayed before payment.
3. Delivery timing
Dispatch and delivery times are estimates and can be affected by roasting schedules, weekends, public holidays, weather, customs, carrier disruption and remote destinations. Tracking is provided when the selected service supports it. Contact us if an order is materially delayed.
4. International orders
You are responsible for confirming that products can be imported into the destination country and for any duties, taxes, brokerage fees or customs charges imposed there. We cannot control customs processing times. If an international shipment is refused or returned, reasonable outbound, return and customs costs may be deducted from any discretionary refund, except where the product failed a mandatory consumer guarantee.
5. Address problems and loss
Check your delivery details before paying. Contact us immediately if an address is wrong; we cannot promise changes after dispatch. If tracking shows damage, loss or an unexpected delivery issue, email us with the order number and any useful photographs so we can investigate with the carrier.
6. Faulty, damaged or incorrect products
Australian Consumer Law rights apply. If a product is faulty, unsafe, materially different from its description, damaged before delivery, or not what you ordered, contact us at coffee@fivetwo.coffee with proof of purchase and details of the problem. Depending on the circumstances, the remedy may be a repair, replacement, refund or other remedy required by law.
Do not discard the product or packaging until we respond. If we confirm a fault, we will reimburse reasonable return costs where the law requires it. Original packaging is helpful but is not required to exercise a statutory right.
7. Change of mind
Australian Consumer Law does not require a change-of-mind return. Because roasted coffee is perishable, opened coffee cannot be returned for change of mind. Before returning unused gear or unopened non-perishable goods, contact us for approval and return instructions. Any discretionary change-of-mind return must be unused, resalable and safely packed; original delivery and return costs are not refundable unless required by law.
8. How refunds are paid
Approved refunds are normally returned to the original payment method. Bank and payment-provider processing times can vary. Nothing in this policy limits rights that cannot be excluded under applicable law.