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If you have a question or comment, we would be happy to help. Below you will find a list of the most frequently asked questions.

Is your question not listed? Please contact us.

Frequently Asked Questions

IS IT POSSIBLE TO PLACE A ONE TIME ORDER?

Capsules Only:

Yes, certainly. For the coffee capsules without a machine it is always possible to order just one delivery. Every order is by default set on one-time order (at the ‘select your blend’ page) so you do not need to worry about recurring deliveries.

In case you have specifically selected for recurring order you can cancel the plan anytime by going into your customer account (just select the ‘cancel’ button) or inform our customer service team. Please cancel or inform us 5 days before the next delivery.

Capsules + Machine plan:

For the Capsules + Machine plans it is not possible to order just one delivery.

IN CASE OF MONTHLY DELIVERY CAN I CHANGE THE NUMBER OF BOXES OR THE COMBINATION OF BLENDS?

Capsules Only Plan: 

Yes, for the coffee capsules plans without a machine (with recurring orders) you can change the combination of coffees or upgrade/downgrade to another product anytime by contacting our customer service directly (Mon-Fri 11:00am-21:00pm AEDT) or by sending a request via your customer account. Please make sure to submit your change 5 working days before the next delivery to ensure that the adjustment is processed prior to the next delivery.

Capsules + Machine plan:

You can change the combination of blends or upgrade your Capsules + Machine plan anytime, as long as it is 5 working days before the next delivery. Please contact our customer service directly (Mon-Fri 11:00am-21:00pm AEDT) or send a request via your customer account.
A one month notice and a machine recovery fee + administration fee shall apply for termination or downgrade of Capsules + Machine plan before the subscription expires. Kindly refer to our sales terms and conditions for more details.

HOW DOES DELIVERY WORK?

Orders will be send Australia wide with Australia eParcel with online track and trace capability and with Fastway for customers in Melbourne. Delivery can be as soon as within 2 working days for Sydney and Melbourne and 2-5 working days for the rest of Australia.  Orders are by default set on one-off. Though if you wish some extra convenience you can also choose for recurring orders. In that case, the coffee capsules will be send out every month on the same day as your first Arrow Coffee capsules order. You can cancel or pause anytime, for any reason with just a few clicks.

Delivery fees:

  • Weekend – 5 boxes: $8.50
  • Regular – 10 boxes: $6.00
  • Passionate – 20 boxes: FREE
WHEN WILL THE PAYMENT BE PROCESSED?

The payment will made directly via the payment mode that you have chosen.

The payment for the next deliveries (only in case of a recurring order plan) of coffee capsules will be done automatically and will be processed when the capsules are shipped from the warehouse.

DO THE CAPSULES FIT INTO MY NESPRESSO® machine?

Our capsules fit into all Nespresso® original line coffee machines.

WHAT IS YOUR CANCELLATION POLICY?

Capsules Only plan:
If you have chosen for a recurring order plan you can pause or cancel anytime (please inform us at least 5 days prior to the next delivery). Once you have received your first order, you can also stop the plan by going into your account (via login). Just select the button ‘cancel’. Alternatively you can contact our customer service (Mon-Fri 9:00am-18:00pm).

Capsules + Machine plan:
A one month notice and a machine recovery fee + administration fee shall apply for termination or downgrade of ‘Coffee + Machine’ plan before the subscription expires. Kindly refer to our sales terms and conditions for more details.

WHERE ARE THE COFFEES FROM?

Our coffees are blends and the beans are sourced and traded fairly from the world’s best coffee regions including Colombia, Brazil and Peru. We use mostly Arabica beans with some Robusta’s to add boldness and crema to get an incredible cup of coffee.

WHERE ARE THE COFFEE CAPSULES MADE?

Our coffee capsules are made in Europe in the world’s largest factory globally for Nespresso® compatible coffee capsules.

ARE THE CAPSULES RECYCLABLE AND ECO-FRIENDLY?

Our capsules are made of plastic and are BPA free. They are recyclable and can be thrown away together with the other plastic in your household or office. Plastic capsules are currently the most eco-friendly type of capsule with the lowest net footprint. Although we are working on the development of biodegradable capsules this is currently not the best option given the large raw material usage and net footprint in both the case of composting and incineration.