FAQs and Policies
Here are some answers to frequently asked questions! If you have any further enquiries, please feel free to email email@example.com
Can you grind the beans for me?
Yes, we can do this for you. Please let us know upon purchase in the comments section of the shopping cart and to which grind you would like. For example, for espresso, stovetop, French press, etc.
Can you send the beans right after the roast?
Yes, we can do this for you. Please let us know upon purchase in the comments section of the shopping cart, or via email. We have our beans roasted once a week and can hold the order.
Where do you ship?
Domestically in Australia for all products. International shipping available for all merchandise and our Hozuki Blend and Hibiki Hojichai!
However, we can accommodate requests to overseas, please email firstname.lastname@example.org for a quote!
How much is shipping?
Shipping within Melbourne and to metro cities in Australia are as low as $8 for 1KG and below. Shipping to regional Australia tends to be a little more at approximately $20. Shipping overseas to NZ, North America, Western Europe, Asia and the Pacific starts from $20.
How long will it take to ship my order?
We aim to have all orders shipped within 2 business days at the latest, please forgive us if we are inundated with orders through busy holiday periods, if this is the case, we will communicate with you! If there is a coffee order placed, we will aim to have this shipped within one business day.
Which provider will my order be sent with?
We will be using Sendle through shopify, an Australian based courier company offering the best price for you, the customer, and offers carbon neutral delivery. If you would like us to ship via another provider, we sure can! Just let us know via email and we can make this happen!
What is the minimum spend for free shipping?
We are pleased to offer free shipping for domestic orders above $75. (Web opening special - $60 and we ship for free!)
Can I track my order?
You sure can, as long as you provide your email address, the tracking number will be sent to you.
How long with shipping take?
We expect most shipping to arrive within 5 business days for within Victoria and Metro cities on the eastern seaboard, although our experience has seen these shipping times to be much less. Interstate rural areas and the western seaboard may take a little bit longer. International shipping to NZ is expected to take 10-20 days, whilst North America, Western Europe, Asia and Pacific taking from 21-28 days. (Please understand that due to covid-19 restrictions, there may be delays outside of our control. In any case, please email us with any concerns or requests to ship via a different carrier)
You have 14 calendar days to return an item from when you have received it. Please contact us via email@example.com if you are not satisfied with your purchase. This is the case in which the product is faulty or defective. We do not process returns due to change of mind nor if it is damaged after delivery, worn, used, tampered with or dropped or broken.
All postage and insurance costs will be paid by the buyer (unless Hibiki Future is at fault), we recommend return shipping with insurance as we will not be liable for any loss or damage on return of goods.
To be eligible, the item must be unused, in its original packaging and in the same condition in which you received it. Your item will require a receipt and a proof of purchase. In any case, please email firstname.lastname@example.org for help.
Collection of Information
As part of the purchasing process online, we collect personal information such as your name, address and email address. Email marketing (if we do it in future) will only be to offer our products and services and to offer a high level of customer service and keep your updated via email.
Storage of collected information
Security is very important to us. We use encrypted credit card and payment information for payment services. These are not permanently stored at all. All other information is stored with shopify, secured behind a firewall.
When you make an order with us, you may provide us with your name, email, phone number, address and financial information. We use this information predominantly for billing and ordering services and for contact if we need to contact you.
We maintain the right to disclose your information as required by law if it is necessary to protect our rights or comply with judicial proceedings or court order or any legal process from using our website.