FAQs

  • How do I get access to wholesale pricing?
    To access wholesale pricing, please contact us directly via our wholesale enquiry form or email us at info@kpo.co.nz. We’ll get back to you with more information, including minimum order quantities and account setup details.

  • How long does it take to dispatch my order?
    We dispatch all orders within 48 hours (2 business days) from the time your order is placed.

    Which courier do you use for shipping?
    We ship your order via Courier and New Zealand Post services to ensure reliable delivery.

    Do you ship on weekends or public holidays?
    No, we do not dispatch orders on weekends or public holidays. Orders placed on these days will be processed on the next business day.

    How long will delivery take after dispatch?
    Delivery times vary depending on your location and the courier service, but typically orders arrive within 2-5 business days after dispatch.

  • What is your returns policy?
    We accept returns on products that are unused, unopened, and in their original packaging within 14 days of delivery.

    How do I initiate a return?
    To start a return, please contact our customer service team with your order details, and we’ll guide you through the process.

    Who pays for return shipping?
    Customers are responsible for the cost of return shipping unless the product is faulty or damaged upon arrival.

    When will I receive my refund?
    Once we receive and inspect your returned item, refunds are processed within 5-7 business days to the original payment method.

    Can I exchange a product?
    Yes, exchanges are possible. Please contact us to arrange an exchange and for further instructions.

  • How does the coffee subscription work?
    You choose your preferred coffee blend and delivery frequency, and we’ll automatically deliver fresh coffee to your door on schedule.

    Can I change or cancel my subscription?
    Yes! You can update, pause, or cancel your subscription anytime through your account or by contacting our customer support.

    When will my subscription orders be dispatched?
    Subscription orders are dispatched within 48 hours on business days. We do not ship on weekends or public holidays.

    Is there a minimum subscription period?
    No minimum period—subscribe as long or as little as you like.

    Can I skip or stop/start a delivery?
    Absolutely! You can skip upcoming deliveries easily from your account or by reaching out to us.

    What if I’m not happy with my coffee?
    Customer satisfaction is our priority. Contact us if you have any issues, and we’ll work to make it right.

  • Yes! We are proudly based right here in New Zealand.
    Our team, roasting, operations and shipping are all local, based in Christchurch, Ōtautahi. When you buy from us, you’re supporting Kiwi businesses and getting products crafted with genuine NZ care.

    Do you source your coffee locally?
    While our coffee beans come from premium growers around the world, all roasting and packaging happens here in Christchurch, Ōtautahi to ensure freshness and quality.

    How does being NZ-based benefit me?
    Ordering from a local business means faster shipping times, NZ customer support, and a focus on products tailored to Kiwi tastes and standards.

  • We accept a variety of secure payment options including:

    • Visa and Mastercard credit/debit cards

    • Apple Pay for quick and easy checkout

    • Afterpay, so you can buy now and pay later

    Is it safe to use my card on your website?
    Yes! We use Stripe, a trusted and secure payment processor, to ensure your payment details are protected with the highest level of security.

    Can I use multiple payment methods?
    Currently, each order can be paid using one payment method at a time.

    Do you accept other payment options?
    At this time, we only accept Visa, Mastercard, Apple Pay, and Afterpay. We may add more options in the future.

    Want it more formal or casual? Or add info on refunds or payment issues?

  • How can I contact customer support?
    You can reach our friendly customer support team via our contract us page, or directly by email at info@kpo.co.nz

    What are your customer support hours?
    Our support team is available Monday to Friday, from 9:00 AM to 5:00 PM NZST (New Zealand Standard Time).

    How quickly can I expect a response?
    We aim to respond to all enquiries within 24 hours on business days.

    Can I get support on weekends or public holidays?
    Our support team is not available on weekends or public holidays, but we’ll get back to you as soon as possible on the next business day.

    Do you offer support via social media?
    Yes! You can also reach out to us through our social media channels for quick questions and updates.