Shipping policy

SHIPPING POLICY

This Shipping Policy applies to orders placed through One Kilo's online store.

WHERE WE SHIP

One Kilo primarily ships orders throughout Australia.

Available delivery locations and shipping services are displayed at checkout.

If delivery to a particular address, region or destination is unavailable, the relevant shipping option may not appear at checkout.

ORDER PROCESSING

We prepare orders as promptly as reasonably possible.

Processing time may vary depending on:

• product availability;
• roasting or production schedules;
• order volume;
• weekends and public holidays;
• promotional periods;
• subscription processing;
• customised selections such as coffee grind; and
• circumstances outside our reasonable control.

An order confirmation does not necessarily mean that an order has already been packed or dispatched.

DELIVERY ESTIMATES

Any delivery timeframe displayed on our website, at checkout or in shipping communications is an estimate only unless we expressly state otherwise.

Delivery times may vary depending on the carrier, destination, regional accessibility, weather, public holidays, peak periods and other factors outside our reasonable control.

We will make reasonable efforts to dispatch and deliver orders within the estimated timeframe.

SHIPPING CHARGES

Shipping charges are calculated or displayed at checkout before payment.

Shipping rates may vary according to:

• delivery location;
• shipping service;
• parcel size or weight;
• products ordered; and
• current shipping promotions.

From time to time, One Kilo may offer free or discounted shipping, including free standard shipping on eligible coffee orders that meet an advertised order threshold.

Any current threshold, exclusions and eligibility conditions displayed on the website or at checkout apply to that promotion.

TRACKING

Where tracking is available, tracking information will generally be provided after the carrier has accepted or scanned the parcel.

Tracking information may take some time to activate after dispatch.

DELIVERY ADDRESS

Customers are responsible for providing a complete and accurate delivery address.

Please check your:

• street address;
• unit, apartment or suite number;
• suburb;
• state;
• postcode; and
• recipient details

before submitting your order.

If you notice an address error, contact us immediately.

We will try to assist where reasonably possible, but we cannot guarantee that an address can be changed after an order has entered fulfilment or been transferred to a carrier.

INCORRECT OR INCOMPLETE ADDRESSES

Where a parcel cannot be delivered because an incorrect or incomplete address was supplied, additional delivery or redelivery charges may apply.

If the error was caused by One Kilo, we will correct the issue at our cost.

AUTHORITY TO LEAVE AND SAFE DROP

Some carriers may offer authority-to-leave or safe-drop services.

Where you choose or authorise such a service, the carrier may leave the parcel in a location it considers suitable in accordance with its delivery terms.

Please ensure the selected delivery location is appropriate for the products ordered.

MISSED DELIVERIES

Where a delivery attempt is unsuccessful, the carrier may:

• attempt redelivery;
• leave collection instructions;
• take the parcel to a collection point; or
• return the parcel to us.

Customers are responsible for following carrier collection or redelivery instructions.

Additional charges may apply where a parcel is returned to us because it was not collected or because delivery could not be completed for reasons outside One Kilo's control.

SPLIT SHIPMENTS

Where appropriate, an order may be dispatched in more than one parcel.

If this occurs, you may receive separate tracking information and parcels may arrive at different times.

DAMAGED PARCELS

If a parcel arrives visibly damaged, photograph the parcel and products where practical and contact One Kilo Customer Support promptly.

Please retain packaging until we have advised whether it is required for assessment.

Your rights in relation to damaged or faulty products are set out in our Refund Policy and under the Australian Consumer Law.

LOST OR DELAYED PARCELS

If your delivery appears substantially delayed, contact us and we will assist with reasonable enquiries with the carrier.

A carrier investigation may be required before a parcel can be treated as lost.

Nothing in this section limits any rights you may have under the Australian Consumer Law.

ORDERS MARKED DELIVERED

If tracking indicates delivery but you cannot locate the parcel, check the delivery premises, safe-drop locations, reception or mail room and with other occupants before contacting us.

We can assist with reasonable carrier enquiries where necessary.

SUBSCRIPTION SHIPPING

Subscription orders are shipped according to the delivery frequency and shipping details associated with the subscription at the time each recurring order is processed.

Customers are responsible for keeping subscription delivery details current.

Changes made after a subscription order has already been processed may apply only to future orders.

Please see our Subscription Policy for further information.

PRODUCT STORAGE AFTER DELIVERY

Many products we sell are food and beverage products.

Customers should follow any storage instructions shown on the packaging or product page and should store products appropriately after delivery.

PEAK PERIODS AND EVENTS OUTSIDE OUR CONTROL

Delivery delays may occur during:

• Christmas and other peak trading periods;
• major promotions;
• carrier network disruptions;
• severe weather;
• natural disasters;
• transport interruptions;
• industrial action;
• public emergencies; or
• other circumstances outside our reasonable control.

We will make reasonable efforts to communicate material delays that come to our attention.

WHOLESALE SHIPPING

Wholesale orders may be subject to separate freight, dispatch and delivery arrangements agreed with the wholesale customer.

CONTACT

For shipping assistance, contact:

One Kilo Pty Ltd
info@onekilo.au