How can we help?



Can I change my order

Yes, it is possible to change your order if there has been no coffee already ground specifically for your order (we don't hold ground coffee and grind to order only).

If your order has already been shipped, unfortunately we can't make any changes once a parcel has left our premises.

Please kindly note if you need to adjust quantities or change products, the original shipping charges may also need to be changed as this depends upon the parcel cubic volume and weight.

What if I need to cancel my order?

In most cases YES this is possible, but please be aware there are some circumstances when it's NOT possible.

  1. If your order has not been picked or packed, we are happy to cancel and process a full refund.
  2. If your order includes GROUND coffee and you request a cancellation after we have already ground the whole bean coffee specifically for you, unfortunately, we are not able to process a cancellation and refund as we grind to order, not to stock.
  3. If your order has already shipped, e.g. departed our warehouse, sorry we are unable to recall or retrieve the parcel.
Can I pick up or collect my order from JustFreshRoasted to avoid shipping ?

We know - you want to save some $$ on shipping or you really need it now.

Unfortunately, we can't allow pickups under any circumstances.

Our premises is a secure industrial facility with trucks and forklifts, plant equipment operating and strict OH&S practices.

It's no place for people to wander around.

How long does it take to process my order ?

We know how important it is to ship fast.

So we are sharply focused on managing customer orders during the day for every order to be ready for dispatch each afternoon.

From around 2pm each workday, the "collections" period commences and we recommend customers please use 2pm as a soft cut-off for an order to
ship that day.

As collections can occur as late as 4pm (it changes day to day, we have no control upon when they collect), we do continue to process orders right up to and including the moment our
shipping partners are collecting parcels from the premises.

We never hold over orders if we have the fresh roasted coffee available to ship. 

Please note when you pay by Bank Transfer, funds may not have cleared our account (we check throughout the day), those orders ship as soon as payment is received. 

Our target is to process orders within 1hr.

Breaking packs into smaller bags

We do not break down packs into smaller bags as we are constantly striving to reduce waste.

Almost all our coffees are available to purchase in both 1kg and 500g bags.

Those are the most practical size coffee bag to achieve a reasonable
understanding of any coffee.

250g bags are too small and expensive with excessive wastage of plastic packaging.

Shipping, Returns & Exchanges

We use Australia Post for all residential deliveries. Large parcels to business may be sent via StarTrack Express.

Tracking delivery of your order

Our systems are fully integrated with Australia Post via StarShippit.

Tracking records can take between 1 and 7 hours before appearing in AusPost external-facing systems.

Delays in AusPost tracking record visibility are normal and should
not be a cause of concern.

We are not able to resolve issues with AusPost tracking websites, please contact AusPost directly.

All tracking events after dispatch of your order are issued by AusPost.

What is the shipping policy?

Once your order is fulfilled, you will receive an email notification with your tracking information.

Shipping fees are non-refundable in the case of returns.

Do you ship overseas?

Sorry, No. Australia only.

Changes after dispatch

Sorry, once your parcel has left our facility, all shipping records are locked by the freight company.

This means we are not able to make any changes or divert your parcel.


Coffee is a fresh food and it's value dimishes each day.

If you have made a mistake in ordering, please ensure you contact us promptly to discuss before organising a return.

Customers have the following timeframes to contact us after receiving their goods.

  • 7 days for all fresh roasted coffee products,
  • 30 days for coffee capsules,
  • 60 days for Teas, Chai, Drinking Chocolate, Accessories, etc.

Only unopened items can be returned. This also applies for packs where multiple items make up the product, e.g. capsules. If you use a capsule from a pack of 15x, we are not able to resell that pack.

If an item is deemed defective by us after you contact us, we will arrange either return, replacement or refund.

Please be aware that taste is a discretionary opinion and does not automatically trigger a return authority.


Dropshipping or 3rd Party Services

We do not offer Dropshipping, Private Label or Contract Roasting coffee solutions.

Any external web sites claiming we offer drop-shipping services are not correct.


We do not pack, prepare or send out samples.

Please respect this policy.

Get in touch

Have questions about your order, or a general enquiry?