FAQs

GENERAL

Where are you located?

Our office and roasting facility is located on 104 Northern Road, Heidelberg West VIC 3081.

Are you open direct to the public?

Yes, we’re open to the public Monday to Friday from 7.30am to 4.30pm.

Do you have a click and collect service?

Yes, we do accept click and collect orders. Select ‘Click & Collect’ as your shipping method at checkout. Once your order has been completed, you shall receive a confirmation email.

All orders will be ready for collection within the hour. Please be advised we are offering contact-less pick ups.

My question isn’t listed here. How do I get in touch?

Please contact orders@beraldocoffee.com and we will reply as soon as possible. Please note our office operates Monday to Friday.

Orders & Shipping

How can I order coffee?

We have two different options for ordering our freshly roasted coffee beans. You can order through our online shop. All orders are dispatched with Australia Post.

If you would to pick-up from our warehouse, please call our office or email us and we will have your order ready for collection within the hour.

When will I receive my order?

All orders placed before 12pm AEST will be dispatched the same business day. Please allow 3-5 business days.

Please be advised this may differ depending on your location and we may experience some delays with deliveries during busier periods. If you have not received your order after 7 business days, please get in touch with us.

Why haven’t I received tracking for my order?

Please allow up to 24 hours for your parcel tracking to be updated. Orders placed over the weekend or on public holidays will be processed the next available business day.

Do you ship internationally?

Unfortunately, we currently do not ship internationally. We ship only within Australia.

Servicing and Repairs

Do you service home or domestic machines?

Unfortunately, we no longer service domestic machines. We focus primarily on commercial equipment.

How much does servicing/repair cost?

We have a base fee for hourly labour charges and a standard call out fee. Please note charges may vary depending on machine type and issue. All parts required for the service or repair are not included in this initial quotation. There may also be an additional travel charge depending on your location. Please contact our team for further information and we can provide you with a personalized quote.

How long does a service/repair take?

The duration of a service or repair will be dependent on the type of machine and the issue. This can be anywhere between 15 minutes to 1 hour.

Do I need to make a booking?

A booking is required for all offered services at least 24-48 hours prior to the requested date. Please note due to our technician’s availabilities, we may not always be able to guarantee your requested date and time. Please contact us and our team will appropriately quote you on the required service or repair.

I own a business but do not have a wholesale account with you. Can you still repair my equipment?

If you own commercial equipment for a business but are not our direct wholesale customer, we may still be able to repair or service your equipment depending on the model and make. Please contact our team for further information.

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