Not sure which pod to use? 

To work out the best reusable coffee pod for your machine and lifestyle, our short Coffee Pod Quiz is the best place to start.

If you're looking for info on machine compatibility, this can be found on any product page, or via our FAQ pages.

And if you're a Nespresso user, you might like to check out our Nespresso Capsule Comparison Article.

Good question!

Our customer service champions operate out of our Melbourne HQ. We are an online based business and receive a high volume of emails, so whilst we'd like to be here for you 24/7, our team would like to see the outside world occasionally and unfortunately can't work around the clock. We always endeavour to get back to you ASAP - please be patient whilst our friendly team processes your request.

Crema Joe
Nunawading
VIC Australia 3132

info @ cremajoe.com.au 

Please notify us immediately with your order number and details. If you contact us prior to dispatch, we will cancel and refund your order.

Our dispatches occur on Mondays, Wednesdays and Fridays. All orders completed before 9am (AEST) will be processed and shipped the same dispatch day. All orders made after 9am (AEST), will be processed and dispatched the following dispatch day.

If already dispatched, our standard Returns Process applies, and you will be required to cover the cost of postage back to our warehouse.

Note: In the case of a public holiday or Australia Post Office closures falling on a regular dispatch day, orders will be processed and dispatched on the following business day.

We sure do!!

Afterpay offers interest free payment plans for your online purchases at Crema Joe. You buy what you want today, receive your order just as normal and pay it off in four equal, interest free fortnightly instalments.

To use Afterpay, you must:

• Be over 18 years of age
• Have a valid and verifiable email address and mobile number
• Use an Australian credit or debit card to make the purchase
• Have an Australian residential address

WHAT WILL AFTERPAY COST ME?

You will not pay anything extra when you choose to use Afterpay as your payment option. You will pay your instalments directly to Afterpay in accordance with the payment schedule Afterpay will send to you via email. If a payment is due but not received by Afterpay in accordance with their payment schedule, late payment fees will apply (head to Afterpay for more details). In addition, because an Afterpay account is linked to your credit or debit card, standard card fees and charges may be applicable. You should refer to your card issuer's terms and conditions for full details of these.

HOW DO I USE AFTERPAY?

Simply choose Afterpay as your payment method at checkout. For customers using Afterpay for the first time, you will need to provide payment details as usual to complete your purchase. However, once your first Afterpay order is approved by Afterpay and you activate your account, your Afterpay account will be created and you will be able to make more purchases using Afterpay by simply entering your Afterpay log in details upon checkout. Your order will processed and dispatched as per any other order paid for in full at the time of order.

ORDER CANCELLATIONS, RETURNS AND EXCHANGES

Crema Joe is unable to access your order once it has been placed. Once your order has been received, you can post items back to Crema Joe as per our standard returns / exchanges policy. For returns on items paid for using Afterpay, our standard returns / exchanges policy applies. When we receive your goods, Crema Joe will advise Afterpay of the return and refund. The returned items will create an adjusted Afterpay payment schedule (to remaining payments). Afterpay will communicate these payment changes to you via email. For exchanges on items paid for using Afterpay, our standard returns / exchanges policy applies.

WHERE CAN I FIND OUT MORE ABOUT AFTERPAY?

The Afterpay website provides a comprehensive Help Centre here

• If you require further assistance about your Afterpay account you can contact Afterpay directly at info@afterpay.com.au or by calling1300 100 729.

How do I use a promo code?

Got a discount code? Lucky you! During checkout, on the right-hand side of the screen you'll see a box that says "Gift card or discount code" - enter your code there, and then press "Apply". 

How many codes can be used in one order?

Only one code can be used at a time. If you have more the one promo code, we suggest checking which code will give you the bigger discount!

Promo code or gift voucher not working? Oh no!

All of our discount codes have rules attached (like being a new customer, subscribing to our newsletter, spending over a certain amount etc). These terms should be right around the place you got the code, whether it's on the website, or from an email or special link.

Please check you’ve entered the code in the right case (upper or lower), as well as the expiry date of the promotion.

Please note: Our promo codes must be entered at the time of purchase, and cannot be retrospectively applied / refunded, so please carefully check the terms of your code to make sure you’re eligible, or get in touch with out team before you make your purchase if you are experiencing issues applying a code.

No sweat, go ahead and click here and select the "Forgot your password?" option to reset your password.

If you don't receive an email within an hour or so, either email us to let us know, or try setting up a new account using the email that you think you've got registered with us. If that still doesn't work, we recommend either setting up an account with a brand new email address, or getting in touch with our team so we can send you a new account invitation. 

Crema Joe's reusable capsule range is growing more and more popular, and sometimes we run out of stock of particular items. 

Occasionally we run pre-orders for products on backorder. When you click on an out-of-stock product, you will generally be given the option to pre-order this item. If you choose do to this, your pre-ordered item will be sent out as soon as we receive the stock. You will receive an email notifying you when your item has been shipped.

If you order a pre-order item with in-stock items, your complete order will be sent once all items are in stock.

If you need to receive items separately, please place a separate order. Please order carefully, as we are unable to split orders once they have been placed. However, if you've already placed your order and are desperate for the in-stock item to come first, please reach out to our team to discuss paying additional shipping to split your order.

Finalised orders will receive a confirmed email.

Please contact us if you do not receive an email confirmation so we can confirm your order has been successfully placed, and adjust an errors in the provided email address if requried.

Hi there, what a bummer! At Crema Joe, our range of reusable capsules have been so popular that occasionally we cannot keep up with demand and a line of product is out of stock. If you've got some time, and the product isn't available for pre-order, we recommend waiting it out as most products come back within a couple of weeks.

Make sure you are signed up to our Mailing List, and follow us on social media (Facebook | Instagram) so that we can keep you up to date on stock arrivals!

Payment is deducted in full at the time of purchase. If your computer crashes or the screen goes blank, please check your online banking to see if money has been deducted prior to placing your order again.

If using AfterPay, standard payment instalments apply. For more information, click here.

Unsubscribing is as easy as clicking the unsubscribe link located at the bottom of any email you receive from us! Please note that you will still receive transaction emails from us upon completion of an order. Transaction emails include your order confirmation, shipping confirmation and other emails directly associated with the processing of an order. 

How kind of you for asking! Honestly, the best way you can help is telling your friends / family about us, and share share SHARE on social media! The more people that brew with reusables, the bigger our impact.

We want to encourage honest feedback so customers can make informed purchasing decisions, so if you'd like to share your experiences and how our products are helping you to reduce your waste with the rest of the world, we'd be forever grateful! Follow the links below and shout your story from the internet's mountain tops:

Facebook | Google | Website

Note: To review on our website, scroll to the bottom of the page of the product you purchased to find the CUSTOMER REVIEWS section.

And if you know someone who could do with a little encouragement switching from single-use to reusable, or simply want to give us a shout out at your workplace, we have some handy downloadable Printable Posters too.

Dispatches occur daily. All orders completed before 11am (CST) will be processed and shipped the same dispatch day. All orders made after 11am (CST), will be processed and dispatched the following dispatch day. In the case of a public holiday or post hub closures falling on a regular dispatch day, orders will be processed and dispatched on the following business day.

 
Please note: Delivery times are estimates only. Delivery estimates commence from date of dispatch. Delivery time may be longer to some destinations. We are not responsible for any delays caused by carrier, delays caused by destination customs clearance processes, local postage strikes, or failure to deliver by carrier.

We dispatch from our Melbourne HQ. 

Because customs policies vary from country to country, orders may be subject to local customs charges. Any customs, import duties and associated fees are the responsibility of the recipient - this cost is not included in our freight cost. Please check with the customs office at the destination country to determine any additional costs before proceeding with purchase.

Please see our Shipping Policy Page if you require more detailed information.

We always endeavour to get your order to you as quickly as possible, however whilst we are an online based organisation, we are not staffed around the clock. We are a small, family-owned business - along with our sustainability ethos, we believe in the weekend!

We dispatch from our Melbourne HQ - your order is shipped from our closest hub! You can track your order using the tracking number received with your shipping confirmation email.

Dispatches occur on Mondays, Wednesdays and Fridays. All orders completed before 9am (AEST) will be processed and shipped the same dispatch day. All orders made after 9am (AEST), will be processed and dispatched the following dispatch day. In the case of a public holiday or post hub closures falling on a regular dispatch day, orders will be processed and dispatched on the following business day.

What should I do if I believe my order is missing?
Dependant on your location, orders may take up to 10 business days for Parcel Post (Australian addresses). You can track your order by clicking on the 'View Your Order' link in your original dispatch email, and selecting the tracking number provided. If your order was sent via Aus Post, for parcel enquiries you can contact Australia Post directly on 137 678. If you have not received your order after 2 weeks, please let us know, and we can investigate it for you!

If you do need to get in touch, it's super helpful to include the following information so we can get the ball rolling on hunting down your parcel right away! Please ensure you provide the following: 

• your order number

• your full shipping address

Important shipping information

We are not responsible for any delays caused by carrier, delays caused by destination customs clearance processes, local postage strikes, or failure to deliver by carrier. Once an order is shipped, it is up to the carrier to deliver the products; we are unable to stop or re-direct orders once items have been dispatched.

We will email you as soon as your order is placed and processed, and then again when our team has dispatched your item. This final email will contain your tracking number. You can use this tracking number to track where your parcel is.

If you do not receive these emails, check your junk mail / spam folder, or if you have an account, log in to check that you've placed your order using the correct email address.

Generally once placed, we are unable to make changes to your order.

If you contact us prior to dispatch we will do our best to amend address details. Our dispatches occur on Mondays, Wednesdays and Fridays. All orders completed before 9am (AEST) will be processed and shipped the same dispatch day. All orders made after 9am (AEST), will be processed and dispatched the following dispatch day.

If your parcel is already in transit and you’d like to change the delivery address, you may be able to intercept the parcel via Aus Post. To manage your delivery (or to find out more about delivery options) while your parcel is in transit, please head here: https://auspost.com.au/receiving/manage-deliveries-in-transit

Please note: You’ll need to allow an extra business day for Aus Post to try to intercept your parcel, plus any additional days required to deliver to the new address.

If an order is returned to us, and the address entered was incomplete or incorrect at the time of purchase, we will provide an invoice for redelivery so that we can get your parcel out to you ASAP.

Note: In the case of a public holiday or Australia Post Office closures falling on a regular dispatch day, orders will be processed and dispatched on the following business day. Where applicable, redelivery must be arranged within 30 days of original dispatch.

Some products are assembled, and all products are packed by real human beings in our Melbourne warehouse! We monitor our packing to improve our processes. We're of course happy to make things right - to receive your missing component and benefit future customers, please complete the following steps within 14 days of receiving your order:

1. Take a photo of what you received
2. Take a photo of your packing slip 
3. Along with your order number, send the photos to our customer service team at info @ cremajoe.com.au

Generally once placed, we are unable to make changes to your order.

If you contact us prior to dispatch, we will try our best to accommodate last minute changes. However, we may not be able to modify your order if already packed. Our dispatches occur on Mondays, Wednesdays and Fridays. All orders completed before 9am (AEST) will be processed and shipped the same dispatch day. All orders made after 9am (AEST), will be processed and dispatched the following dispatch day.

Note: In the case of a public holiday or Australia Post Office closures falling on a regular dispatch day, orders will be processed and dispatched on the following business day.

If your item is waiting for you at your post office, you'll have 10 business days to collect it before the item is returned to the sender.

If you can't make it there yourself:
- Anyone from the address is able to collect the item (with proof of address and suitable ID) or

- By completing the 'collection authorisation' section on your notification card (along with suitable ID), or

- Completing a letter of authority form for them to print and present at the Post Office (along with suitable ID)

If you'd prefer to have it sent to another Post Office:

- Complete this form to transfer your item to a more convenient Post Office location - flat rate $6.50

If an order is returned to us due to unclaimed mail, we will provide an invoice for redelivery so that we can get your parcel out to you ASAP. We can organise to resend your order once it has arrived back at our warehouse.

Note: Where applicable, redelivery must be arranged within 30 days of original dispatch.

Please contact your local Post Office to find out whether your parcel can be redelivered.

We can organise to resend your order once it has arrived back at our warehouse.

If an order is returned to us due to unclaimed mail, or the address entered was incomplete or incorrect, we will provide an invoice for redelivery so that we can get your parcel out to you ASAP.

Note: Where applicable, redelivery must be arranged within 30 days of original dispatch.

Your orders, on your terms: You can use your online account to take care of pretty much everything related to your subscription! Gotta love technology these days huh?

Change of schedule? Drinking more coffee than usual? Or just need to change your delivery address? You can easily change your frequency or skip an order.

To get started, if you haven't already created an account, do so via our create account page. Or, simply log in to your existing account.

Select "Manage Subscription". From there you can change, swap, add and remove products from your subscription. To skip orders, select “Manage Orders”.

If you've forgotten your password or you're having trouble accessing your account, please get in touch with our friendly team.

Recurring orders are billed automatically to your nominated credit card at the intervals you selected at set-up (weekly, fortnightly, monthly etc). 

Recurring orders are processed and shipped on dispatch days (Monday, Wednesday and Friday for orders submitted before 9am).

How do I change my bank card details?

You can change or update your payment details by logging in to your account and selecting the 'Manage Subscription' link. 

What happens if my payment fails?

The subscription payment will be unsuccessful if your card is declined during the transaction process. If your payment fails, your order will not be processed. You will receive an email notification informing you that you have a failed transaction, and asking you to update your payment information. Upon receiving this email, you need to log in to the "Manage Subscription" area to update your payment information. Once this has been completed, your order will attempt to process again within 24 hours.

Our subscriptions are totally flexible. We deliver our products as often as your household needs, whether that's once a fortnight or once every few months. There's no commitment, and you can pause or cancel at any time.

If you decide that our subscription model isn't working for you, you can cancel via your online account, or by getting in touch with our team.

We advise customers to allow one week’s notice (up to 7 days) from the date of next delivery to cancel, suspend or place an order on hold. For customers with recurring orders who provide less than 7 days notice to cancel their order, you may still receive your regular delivery and be billed accordingly.

Your subscriptions can be cancelled at any time via email (info @ cremajoe.com.au) or by logging in to your account here.

Please note: We are not responsible for any costs incurred due to accidentally-placed subscription orders. If you placed a recurring order by mistake, you can simply head to your customer account to cancel your subscription to ensure you don't receive any unintended recurring orders in the future. 

We do everything we can to ensure your personal details are safe and secure.

All of our Subscription transactions are processed by a company called Stripe through their secure online payments portal. They are one of the leading global platforms for online payments processing, and security is a top priority. Our team don't even have access to the credit card details of our customers - they are retained and secured only by Stripe. You can find more about their security measures here.  

RETAIL RETURNS

Sometimes things don’t quite work out. We get it, and in the unfortunate circumstance that you need to return your unused products, our customer service reps (who are fully trained, happiness ninjas) will try to make the process as quick and easy as possible!

Can I return unused products? 
We can refund or exchange most unused items (in original condition), within 14 days of receipt of goods. To be eligible for a return, items must be:

• unused
• accompanied by the official invoice / packing slip
• contain the original instruction brochure inside (if applicable)
• in the original, undamaged packaging
• in the same condition that it was received in

Please contact our customer service team or at info @ cremajoe.com.au to arrange a RMA Number for your return. Partial refunds or exchanges may be granted in the following situations: Any item not in its original condition (damaged or missing parts for reasons not due to our error), any item that is returned more than 14 days after delivery.

Goods exempt from being returned: Perishable goods (such as coffee), gift cards, health and personal care items.
Sale items are also non-refundable - in this case, a credit note will be offered. This excludes faulty items.

For products purchased via our official stockists, please contact the stockist directly for their return/exchange policy regarding your purchase. 

I've changed my mind about the product I've been using. Can I return it?

Coffee capsules are food storage items - we can only accept returns of unused items, or by reason of manufacturing fault.

You've made a positive choice for the future of our planet, and it's important to us that you continue to brew more sustainably. Whilst getting to know your new eco-friendly products (and moving away from the uber-convenience of disposable) we are here to help! For tips and information on perfecting your brew with reusables, please see the Troubleshooting section of our Help Centre.

I think my product is faulty, what should I do? 

We take extreme care in ensuring our goods are produced at the highest quality. However, if you believe your product to be faulty, please contact us and include the following details:

• photos showing the issue

• a video of the issue if applicable

• order number

Hold onto your product, as we provide replacements for faulty components, or alternatively we may arrange for you to return the product for testing. We will honour replacements on faulty product for up to 30 days post purchase date. If a product testing assessment deems the product faulty, you will be reimbursed for the return postage expense and offered replacement components or a complete product replacement if applicable. If the issue is found to be due to product usage, we will return the product to you - you will be liable to cover any related inspection costs and the additional incurred postage expenses.

Refunds cannot be issued for capsules used with non-compatible machines or "multi-capsule" machines. The customer is responsible for checking their machine model and product compatibility before making a purchase.

How do I ship my approved return to you? 
If you're required to send us your return, please include your:
• Your RMA Number (please contact us to arrange this at info @ cremajoe.com.au)
• A print-off of your Crema Joe purchase confirmation email (or your contact details and order number)

Please note: Any returns sent back to us without the enclosed paperwork will not be accepted. Our Quality Assurance Team will need to wait to receive and match your RMA to your order if this detail is not included with your parcel. Please ensure you enclose the above items so that we can identify you and provide a resolution as quickly as possible.

All returns instructions are provided in your RMA confirmation email.

The customer is responsible for 100% of the return / change of mind / exchange shipping costs. We suggest using a tracked service, as we cannot be responsible for the parcel if it goes missing. Shipping costs are non-refundable. For all orders that received free shipping, the purchase price of the order will be refunded less a flat $10 restocking fee. This fee covers admin and processing costs for returns.

I'd like to exchange a gift I received, how do I do that?

We'd be happy to help! If someone purchased you a gift from our store, and shipped it directly to you, we will provide a store credit to value of the return. Once the returned item is received, your store credit details will be supplied - no hassle!

How long does the refund process take?
Great question!

As soon as the product is received at our warehouse, it is inspected by our Quality Assurance team to confirm that it fits within our Returns Policy. This quality check may take up to 2 weeks, though generally less.

Then, approved refunds / partial-refunds will be actioned and processed via the original method of payment, store credit code, or (if applicable) the exchange process will be finalised, usually within 3-4 business days.

Depending on where you live, transit times for exchanged product (if applicable) may vary.

Typically when we process a refund, it can take 5-10 business days to be issued to your account dependant on your financial institution. You will usually see the credit on your statement within 10 business days of the refund being issued. If you're having trouble locating the credits portion on your statement to confirm if the credit is there, or it has taken longer than 10 business days to post to your account, we recommend getting in touch with your bank.

If this has been done and the refund is yet to be received, please email us and we'll do our best to help!

Can I get a refund on a sale item or demo stock that I purchased?

If you would like to return a sale item, our standard Returns Policy applies.

Ex-demo stock may have slight markings, or slightly damaged packaging. All sales of ex-demo stock are final, so please ask us if you have any questions before purchase.

Do you offer refunds or exchanges for international orders?

We offer refunds only for international order faulty items (we do not offer exchanges in this case). Our standard assessment process applies in order to process a refund. 

Can I return gift, bonus or bundled items?
Where product is purchased with a gift or bonus offer, the gift or bonus must also be returned (unless otherwise stated). If you are unable to return the gift or bonus, or it is not in a saleable condition, the value of any available refund will be reduced by the value of the gift or bonus (in full or in part).

In the instance of bundle offers, all items within the bundle must also be returned or the value of the unreturned items will be deducted from any available refund. If a bundle contains an item exempt from being returned (such as coffee), the full value of the exempt item will be deducted from any available refund.

CONSUMER GUARANTEES
As a consumer, you are entitled to certain guarantees in respect of goods and services purchased from Crema Joe. These guarantees are called Consumer Guarantees. Retailers don’t have to give you a refund or exchange if you simply change your mind. The ACL does not guarantee a remedy (i.e. a refund or replacement) if you no longer want or need a product or service you bought. This is the case even if your circumstances have changed, you have no use for what you purchased, you made a mistake or you found you can buy the product cheaper elsewhere. Our change of mind Returns Policy applies in addition to, and does not affect, your rights under the Consumer Guarantees which apply under the Australian Consumer Law.

Where you believe an item is faulty, it may be necessary for us to send your goods to the manufacturer for it to be assessed within a reasonable period of time. If the goods have a major defect, you may seek a refund, exchange or repair or you may keep the item and seek compensation for any drop in value. If a failure is minor, we will repair the item (or, at our discretion, we may replace the item) within a reasonable time. You will be responsible for returning the product. You are entitled to recover reasonable postage costs if the product is confirmed to have a defect. In the case of faulty product, you do not have to return products in the original packaging.

Where an item is misused, neglected or abnormal used, Crema Joe will not provide a refund, exchange or repair. If the product is found not to have a problem, you may be required to pay for transport or inspection costs (an estimate of these costs can be provided).

Results received from the calculator are designed for comparative purposes only, and accuracy is not guaranteed. Crema Joe does not guarantee the accuracy of any information available on this site, and is not responsible for any errors, omissions, or misrepresentations.

Some Crema Joe offerings consist of a subscription that automatically renews. These will continue until you cancel. Future recurring charges will be applied to the payment method you provide either at checkout, or by updating your billing preferences in the account section of our website. These charges are in an amount detailed at the time of checkout, and reiterated in your email receipt. Unless you specifically choose otherwise, the term of these services is continuous until cancelled.

Your subscriptions can be cancelled at any time via email (info @ cremajoe.com.au) or by logging in to your account. We require one week’s notice from the date of next delivery to cancel, suspend or place an order on hold. Please allow up to 7 days for the cancellation process to be completed. For customers with recurring orders who provide less than 7 days notice to cancel their order, you may still receive your regular delivery and be billed accordingly.

If you're looking for information on managing your Crema Joe subscription, please our Subscriptions Help Centre articles.

Just when you think you've found the perfect product and have gotten a great deal the sale gods decide to rain their omnipotent price adjusting powers down upon the item that you just purchased at full price - isn't that always the way?!

Unfortunately, we are unable to offer price adjustments on any items purchased from Crema Joe. Once an item has been purchased, no price adjustment will be offered should the item be marked-down, or should a customer forget to apply a discount code to their cart. The customer is responsible for entering their promo code 

However, we may have some tricks up our sleeves for your future orders that the sale gods can't stop. Please get in touch to chat! We also recommend signing up to our newsletter and following us on Facebook and/or Instagram to ensure that you are always updated on our sales and special offers.

If you require assistance applying a discount code, please contact us prior to placing your order.