Customer Service

CONTACT

If you have any questions or concerns please feel free to contact us at hello@icklecoffee.com. You are likely to get a respond within 24 hours, we aim to respond to you sooner but just in case.

RETURN AND EXCHANGES

We aim to ensure that your satisfactions are met. Should you have any problem with your order, please contact us at hello@icklecoffee.com within 30 days of order placement (45 days for international orders) and we will do whatever it takes to make it right. If you changed your mind about your order we're more than happy to refund the cost of the item; however, we do not refund shipping and you are responsible for the return postage. Orders are considered final sale once any exchange has been made. You may only exchange one time. If you purchased a pre-ordered item, you have 14 days upon delivery to notify us of a desired exchange. Pre-ordered items are not eligible for return and may only be exchanged.

The small print:
Your item(s) must be in salable condition upon return to be eligible for a refund. Your items must be free of pet hair and debris (like deodorant, body stains, etc). Should your items arrive in unsalable condition we will either return the product to you, making your purchase final sale or we will refund you less 20% for cleaning fees and inconveniences. items that have been clearly worn for more than trying-on or have been washed, etc, are not eligible for return or exchange. Your shipped return order must be postmarked within 30-days of purchase (45 days if international) regardless of when you contacted us to initiate the return. If you return an item without notifying us first or after the designated return dates you are not eligible for a refund. If you return an order or item that is not eligible for return or exchange (i.e. sale item or order that's past the designated return date) you are responsible for your return shipping. Pre-ordered items are not eligible for return and may be exchanged only.


Items purchased in-store at our physical locations are only eligible for return and exchange in-store.

Roasted coffee orders over $400 made in-store or online are subject to a 50% restocking fee if returned. We are a small business so it's difficult to accommodate ins-and-outs of that size.

Sale and discounted items are not eligible for return or exchange. If you have questions about an item before you place an order, please feel free to email us with any questions and we'll be more than happy to answer!

SHIPPING

Domestic Shipping
All domestic orders are shipped via Australia Post with a tracking number. Orders are shipped out within 1-3 business days of when the order was placed. Roasted coffee beans are to be shipped out according to roast dates on the product description page. 

Shipping prices are calculated during the check-out process and are based on weight of items purchased and your location within Australia. Please double check your shipping address when you receive your order confirmation as we are NOT responsible for packages that are lost, missing, or delivered to incorrect addresses.

We are not responsible for packages that have been mis-delivered, or lost in the care of Auspost. However, we will do what we can to help you locate your package!

If your package seems to be missing or has been marked as "delivered" but you don't have it:
Often times packages are marked as delivered because your postman either forgot or didn't have time to deliver it that day and it will be delivered within the next day or so. Other common issues are that your package is being returned to sender, or is just waiting for pickup at your local post office! Usually a delivery attempt was made but they were not able to leave the package!  Be sure to ask neighbours if they received your package by mistake! These problems are issues with the Auspost and we will do all we can to help, unfortunately, we have access to only the same information you have.

International Shipping. 

All international orders are shipped via DHL and are handed off to your local post office. It can take up to 14 days to receive your order.  

Shipping prices are calculated during the check-out process and are based on quantity purchased, weight, and your location. 
 

Customs and import duties may be applied to orders when your shipment reaches its destination—ickle coffee is not responsible for these fees. 

Tracking Information
Tracking information sent in shipment notification emails may take up to 24-48 hours to update with its current location. If your shipment info hasn't been updated within 48 hours of receiving your tracking number please feel free to contact us at hello@icklecoffee.com.
 

DISCOUNTS AND COUPONS

We offer several coupons and sales throughout the year! Discounts and coupon codes will only be honored while the code is valid. If you placed an order before a coupon code was announced or after a coupon code expired, you are not eligible for the discount.

WHOLESALE

If you'd like to carry our goods in your store, please contact us at hello@icklecoffee.com. Please provide as much information about your store as possible!

PRESS INQUIRIES

Please contact us at hello@icklecoffee.com for any press questions/inquiries.

For questions and information you can reach us at hello@icklecoffee.com.