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Help with my order

Help with my order

 

The Client Services team at My Coffee Shop are ready to help you with any questions you might have.  It's our pleasure to make your day easier.  You can  contact us on 1300 365 487 Monday to Friday 9am to 5pm or by email at any time.  Alternatively, the information below may be of some assistance.

I want to know about:


Do I have to register to shop at My Coffee Shop?

Yes, you will have to register your details to shop at My Coffee Shop - although this can be done at the checkout.  The information gathered is required for us to process your order correctly and is protected by our Privacy Policy.

 

I would like to change my order...

Orders can be changed before 1.30pm on the day of dispatch.  To change your order please call 1300 365 487.

 

I would like to cancel my order...

Orders can be cancelled before 1.30pm on the day of dispatch.  To cancel your order please call 1300 365 487. 
If your order has been dispatched but not delivered we may be able to cancel your order, however a delivery charge will apply.

 

I would like to set up an account for my company...

To set up a company account please contact our client services team by email or phone on 1300 365 487.

 

I would like to return an item

When shopping with My Coffee Shop if you are not completely satisfied with your purchase, you can simply return it to any My Coffee Shop store and we will provide you with an exchange, refund or repair within the guidelines outlined below.

This applies to all purchases made from My Coffee Shop, online or instore.

Proof of Purchase

Please note that all returns, refunds, exchanges or repair requests must be accompanied by either the original invoice, or an original return/exchange receipt and made within 30 days of purchase.

I've changed my mind

If you have changed your mind about your purchase, we will be pleased to offer you a refund or exchange provided that:

  • You provide the Proof of Purchase; and

  • The item is in a saleable condition (i.e. the item is in its original packaging (if any), and the item is unused and as sold); and

  • The item is not a Special Exception (see below):

If you are unable to provide satisfactory Proof of Purchase, My Coffee Shop may, in its absolute discretion, provide you with an exchange to the current value of the item, provided that:

  • The item is in a saleable condition (i.e. the item is in its original packaging (if any), and the item is unused and as sold); and

  • We can verify that the item was originally purchased from My Coffee Shop; and

  • The item is not a Special Exception (see below); and

  • Satisfactory Identification is presented at the time of the return. My Coffee Shop will accept:

    • A current Drivers Licence, including Learners permit with photograph

    • Proof of Age card that is approved by the Government with photograph and signature within the seal

    • Blind Citizens Card with photograph

    • Australian or International Passport

    • Police, Government or Armed Services sealed identification card with photograph and signature within the seal

    • Pension cards for aged, invalid widows, supporting parents and carers

Consumer guarantees

As a consumer, you are entitled to the benefit of statutory consumer guarantees in respect of items purchased from MyCoffee Shop.

Gift Certificates / Bonus items / Bundled items

All Gift Cards or bonus items attached to the purchased products, or all elements of any bundled items, must also be returned with the original purchase. If not, the value of any such unreturned Gift Card, bonus or bundled item or utilised portion of any Gift Card will be deducted from any refund. 

Special Exceptions

Please choose carefully as we do not offer exchange or refund on the following items unless the item is faulty, significantly different from what was shown to you, not doing what it is supposed to do, in breach of manufacturer's warranties or consumer guarantees; or where otherwise required by law.

  • perishable food and hampers

  • Machines and accessories that are retail returns

Return Locations

The quickest and easiest way to return a product, whether purchased online or instore is to go to any My Coffee Shop store.  Alternatively,

For products purchased online, you may also return the item by sending it to:

RETURNS
My Coffee Shop
1473-1475 Malvern Road
Glen Iris Vic 3146

Please include your original proof of purchase with your goods. Our Client services team will call you to process your return once the goods have been received. My Coffee Shop will not reimburse freight or postage costs for returned items unless the item is faulty.

 

Security - Is my information secure?

We understand and respect the privacy and need for confidentiality of our clients.  To ensure your information is secure we offer the following measures:

My Coffee Shop Privacy Policy
Secure Sockets Layer (SSL) web protection