Frequently Asked Questions
ABOUT OUR COFFEE
Specialty coffee is a term given to any coffee that scores above 80 points by a qualified Q Grader. But this is not all, Specialty Coffee is about closing the loop in the supply chain through ethical, sustainable and transparent practices. It is the care factor put into every phase of the entire coffee journey to produce the perfect cup for you.
Yes. All Stitch Coffee products have been carefully curated to ensure quality and supply chain integrity.
We do our best to package and ship your coffee within 2-3 days of roasting. This is to ensure that your coffee isn’t older than 7 days when you receive it. This is something that will vary upon regions that require a longer shipping time or for international orders.
We recommend storing your coffee in an airtight container, away from direct sunlight. This will ensure moisture and air don’t age the coffee too quickly and your coffee retains its flavour and quality for longer.
We roast our blends and single origins in different ways to ensure you get the most out of each cup.
Higgs Field Blend – Medium roast
Black Field Blend – Medium-Dark roast
Hobnob Blend – Medium-Dark roast
Dark Field Blend – Dark roast
We recommend our blends to be served with Milk or as a full-body black coffee.
Our single origins are roasted lighter, in an omni style. This is to highlight the flavours of the coffee best and allow for them to be used for either filter or espresso brew methods.
ORDERS
Please contact us at hello@stitch.coffee with the subject line: ‘Order #(write your order number) – Wrong Address’. We will endeavour to correct your order details prior to shipping.
Please contact us at hello@stitch.coffee with the subject line: ‘Order #(write your order number) – Change Order’. We will endeavour to correct your order details prior to shipping.
Order confirmations sometimes can be found in your junk/spam folder. If you can still not find your order confirmation and have proof of payment, please email us at hello@stitch.coffee and we will assist you.
SHIPPING
Once your order has been processed by our team and dispatched, you will receive a confirmation email that contains your tracking code. Simply enter your reference number on the respective tracking page:
Within Australia: https://auspost.com.au/mypost/track/#/search
Internationally: https://try.sendle.com/en-au/tracking
Shipping and delivery will take between 2-7 working days to arrive after placing your order. If your shipping address is in a more remote location, please allow for additional time.
Within Australia: we choose Australia Post to provide you with the best service we can. Standard shipping within NSW is 2 – 5 business days estimate and Interstate (metro to metro) 3 – 6 business days. Express shipping within NSW 1 – 2 business days. Interstate within 2 – 4 business days.
Internationally: Zone 1 (New Zealand) within 10 – 16 business days, Zone 2 (North America, Western Europe, Asia and the Pacific) 10 – 28 business days and Zone 3 (rest of the world) 14 – 30 business days.
To all shipping estimates, please add 48 hours to allow us to process, roast and package your order.
Yes, we do.
If it’s within two days of the ETA, just sit tight – it won’t be far away!
If it’s been longer than two business days from the last day of the ETA window, we recommend contacting your local postal authority to check on its whereabouts. When speaking to them, refer to the local reference number (you can find this on the tracking page) to help them locate your order.
Please note: Once a parcel has arrived in its destination country, the local postal authority for that country will deliver it – which means they control the final delivery date (and we can’t always track it for you, sorry!).
YES. We offer local pick-up from 2 locations.
At checkout simply Select ‘Local Pickup’ from the Delivery options.
Once we fulfil your order, we will email you to let you know your order is ready for collection. Orders for local pick-up will generally be ready within 2-4 working days.
Our Roastery is located at 42/112 McEvoy Street, Alexandria 2015 'ECRE', you will find our warehouse at the back of the building via the carpark.
Our Flagship Store Stitch Coffee Broadway, 80 Bay St, Ultimo NSW 2007 is just across the main entrance to Broadway Shopping Centre.
Please note that that all click 'n' collect orders are fulfilled at warehouse and sent to location. For that reason, it always takes minimum 2 business days from ordering to fulfil and transport any orders to Broadway.
Opening hours are 7:00am-3:30pm Monday-Friday (Public Holidays not included).
Australian Domestic standard shipping is $12 and express shipping is $18.
Australian Domestic standard shipping is free for orders of over $60.
Australian Domestic express shipping is free for orders of over $75.
International Shipping Rates are calculated at checkout via our courier service Sendle. Rates will vary depending upon the country/region you provide.
RETURNS & REFUNDS
To learn more please read our Returns and Refunds policy here.
We offer returns and refunds options for our full-price non-perishable items and long shelf-life items. All perishable items and short shelf-life items are not refundable.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
All Coffee beans, whole and ground; gift cards; downloadable/digital products and products that have been opened, are non-returnable.
First step is to contact us at hello@stitch.coffee and let us know why you intent to return and/or request a refund. Please provide proof of purchase and any other proof/images that you wish to attach.
Once we process and accept your return/refund request we will give you options on exchange, returns and refund methods.
All refunds will be made to the same payment method provided during checkout.
SUBSCRIPTIONS
Easy. You select the coffee you like, the size and grind; then select a frequency of delivery, add to cart and presto!
Subscriptions are purchased through each coffee product page. Blend subscriptions are for those who like consistency and are loyal to a certain flavour.
All single origin subscriptions, are a subscription of single origin coffee in rotation. We change the coffee you will receive every 2 weeks.
We have changed our subscription platform and made it easier for you to manage your subscription. Just log in to your account on our website and on your dashboard, click on subscriptions.
Here you will be able to pause, make changes to your order type, changes to your address, etc.
Flexibility is the name of the game!
You can choose to pause your subscription any time. Log into your account and on the dashboard click on 'subscriptions'. Then select the subscription you with to pause.
You can change your delivery address for your subscription any time. Log into your account and on the dashboard click on 'subscriptions'. Then go to address and make the change.
You have to make the change a minimum of 3 days before your next subscription is due to be processed.
The single origin subscription works on a rotation: every 2 weeks we change the coffee that is sent to you so that you get as much variety from your subscription as you want.
This subscription does not include blends, nor decaf coffee.
Unfortunately for now, you cannot choose which single origin will be delivered to you.
All Subscriptions that are part of a promotional discount can only be cancelled after 5 orders.
If you require your subscription to be cancelled, please email us at hello@stitch.coffee .
You can always contact us at hello@stitch.coffee if you need further assistance.
CYBER SEASON SALES | STARTING 11 NOVEMBER 2024
- This offer is exclusive to existing Stitch Coffee Perk Points members. I.e. customers who held a Perk Points account before the early access sale began on 11 November 2024 OR preceded to sign up before 28 November 2024.
- Only redeemable on the website (stitch.coffee).
- Offer excludes non-Origami brew gear and drinkware, gift cards, gift packs, and subscriptions.
- Perk Points members simply apply their unique ‘PERKPOINTS’ discount code (received via email from Stitch Coffee either on 11 November 2024 OR upon signing up between 12-28 November 2024) to checkout before November 28 to redeem this offer.
- Please note that there may be a 10-minute delay between signing up and receiving your discount code, dependent on your email server.
- Please note Perk Point members that have previously unsubscribed will not receive their discount code via email but are still entitled to one! If this is you, simply contact hello@stitch.coffee before November 28 and we'll send a code across as soon as possible.
- The 30% off unique code is redeemable multiple times during the Perk Points Sale period. Expires 11:59 pm on 28 November 2024.
Not redeemable with other discounts or offers (i.e. Perk Point rewards) though Perk Points customers will still earn points on their purchases during this sales period.
- Offer available to redeem from 18-28 November 2024 on the Stitch Coffee website (stitch.coffee), Stitch Coffee QVB and Stitch Coffee Broadway.
- Offer only applies to retail items online and in the cafés listed above while stocks last. Non-Origami brew gear and drinkware, café menu items, gift cards, gift packs, and subscriptions are also excluded from this sale.
- Simply use code ‘CYBER24’ online or head into the cafés before 28 November 2024 (11:59pm online and close-of-trade in cafés) to redeem.
- Not redeemable with other discounts or offers (i.e. Perk Point rewards, Perk Points Members-Exclusive Sale, and new customer welcome coupons).
- Stitch Coffee will not offer partial refunds to customers who purchased full-price or differently-discounted products before the General Cyber Sale began on 18 November 2024.
