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All FAQ's

SHOPPING FAQ's 

HOW MUCH DOES SHIPPING COST?

We offer FREE freight across Australia for online orders of $39 or more. If your order is under $39 there is a flat fee of $7.70 for the delivery of your freshly roasted coffee.

  

HOW QUICKLY WILL I RECEIVE MY COFFEE?

Once your order has left our Eagle Farm factory, it can take 1 to 5 business days to be delivered, depending on your location. Remote areas may experience longer delivery times, so please contact our team for an estimate before you place your order.

Limited edition coffee is roasted to order just for you, so please allow for a few extra days from order until dispatch. Any orders placed on a weekend or on a public holiday will be processed by our team the next business day. Please note that there may be some dispatch and shipment delays following long weekends or public holidays.

 

CAN I TRACK MY ORDER?

We use StarTrack, Couriers Please or Australia Post services to get your freshly roasted coffee out to you. You should receive an email from our Shipping integrator, Shippit, with your tracking number. If you’re worried about your order or would like more information on tracking, you can always call us on 1800 637 567.

 

DO YOU SHIP INTERNATIONALLY?

If you’re desperately craving your Merlo from a land other than down under, contact us for a quote today.

 

I HAD $1 CHARGED TO MY ACCOUNT & IT STAYED FOR A FEW DAYS. WHAT IS THIS?

What is It?

In an effort to prevent credit card fraud our website payment gateway, Braintree, places a pending authorisation on unknown credit cards to authenticate the account.

This amount varies depending on what type of card you have and which bank you are with. It is not a charge, only a pending authorisation.

On the Merlo website, we give you the option to save your credit card details when you create a Friend of Merlo account with us.
This saves you the hassle of having to enter your card number over and over again each time you order.

You can do this when you create an account by clicking “Payment Methods” and then ‘Add a Payment Method’ button.

But is it safe?

Using the ‘save payment method’ feature is extremely safe. We don’t store your credit card information on our database, once entered, it gets locked away with our secure payment gateway, Braintree, in their Vault. Braintree, a subsidiary of PayPal are renowned for their Vault technology.

When a payment method is stored in the Vault, the information is encrypted by the Braintree gateway and associated with a unique payment method token.

Card Verification – How it Works

Card verification is a strong first-line defence against potentially fraudulent cards. It ensures that the credit card number provided is associated with a valid, open account and can be stored in the Vault and charged successfully. To do this, it must first verify the card.

Braintree verifies your credit card by running either a $0 or $1 authorization and then automatically voiding it. Where a $1 authorization returns a successful result, we immediately follow up with an automatic void request to ensure that the transaction will disappear from the cardholder’s statement as soon as possible.

It’s important to note that some banks do not recognize void requests immediately. It’s possible that after the void is issued, you will still see the pending charge. But that charge is just that, pending, no money is actually withdrawn from the account and even if the void is not recognized, the transaction will expire and disappear after a few days.

 

WHOLESALE FAQ's

 

IS THERE A MINIMUM ORDER?

There is a minimum order of 5kg for our wholesale customers.

If you are ordering less than this, you can always order Merlo Coffee as you need it from this website.

Online orders over $39 to Australian addresses receive free shipping!

 

HOW CAN I PAY FOR MY ORDER?

To establish a wholesale account with Merlo Coffee, we do ask that you pay for your coffee order by credit card.

 

HOW LONG UNTIL MY ORDER ARRIVES?

Merlo Coffee roast and deliver Monday to Friday to ensure you receive the freshest coffee available.

 

Here is a handy guide to our order-to-delivery timeframes:

 

South East Queensland – Order before 12 noon for next day delivery.

Northern Rivers / Sydney – Order before 12 noon for delivery within 2 business days.

Melbourne / Townsville – Order before 1pm for delivery within 3 business days.

Adelaide / Cairns – Order before 1pm for delivery in 4 business days.

Delivery estimates for regional areas can be requested when placing an order.

 

CAN I BUY OTHER PRODUCTS FROM MERLO?

Yes! We also offer a wide range of teas and coffee-related products at competitive wholesale prices. Ask us for a brochure when you get in touch.

 

HOW LONG DOES COFFEE STAY FRESH?

6-8 weeks for whole beans
3-4 weeks for ground coffee

Each bag is date stamped with the day the beans were roasted and packed in air-tight bags with a one-way valve to let gas out without letting moisture or other gases in. We recommend all our customers order smaller amounts regularly for the best flavour.

 

HOW MANY COFFEES CAN I GET PER 1KG OF BEANS?

There are a lot of variables which can affect this figure, but we’d generally say you can make around 70 cups of coffee with every kilogram of whole beans.

 

REWARD FAQ's 

 

I AM ALREADY A FRIEND OF MERLO - HOW DO I SET UP MY LOGIN FOR THE WEBSITE?

To set up your Friend of Merlo website login, visit this page. We’ll locate your card details and link to them so you can check your card balance, update your details online, as well as reorder your favourite coffee at the click of a button!
If you have picked up a Merlo card from one of our stores but haven’t activated your card yet, please click here to finalise the activation.

 

MY OLD WEBSITE LOGIN WILL NOT WORK. WHY?

To keep your information secure, when we transferred across to our new website we didn’t keep the logins from our old website.
So, if you’d like to shop online with Merlo, or manage your Friend of Merlo preferences, please set up your website login by clicking here and completing the form.

 

I PICKED UP A CARD IN-STORE. WHAT NEXT?

If you have picked up your Friend of Merlo card in-store you’ll need to activate your card online here.
After that it’ll take around 24 hours for your card to complete it’s activation, then you can start earning coffee points. Happy swiping!

 

CAN I LOAD MONEY ONTO MY CARD?

Yes! Your Friend of Merlo card can be loaded with cash and used as a pre-paid card. You can load it with whatever value you like, but when you load your card with $50 or more in-store, you’ll receive a 10% discount (ie. a $50 top-up only costs you $45).

 

HOW CAN I CHECK MY CARD BALANCE?

To check your Friend of Merlo card’s point and fund balance please click here. The PIN code it asks for is located on the back bottom right of your Friend of Merlo card, under the scratch panel.

 

CAN I USE MY CARD AT EVERY LOCATION THAT SERVES MERLO?

The Friend of Merlo program is valid only at Merlo owned cafes and Torrefaziones (excluding licensed locations in domestic and international airports). If your local cafe serves Merlo, you can always ask if they have a loyalty card that you can collect stamps on to earn free coffee there.

 

MY DETAILS HAVE CHANGED. HOW DO I UPDATE THEM?

We don’t want you to miss out on a thing, so make sure you keep your details up to date on your Friend of Merlo card. You can do this via your account on this website (if you haven’t set up a website login yet, please click here) or you can contact us.

 

I HAVE LOST MY CARD. HOW DO I GET A REPLACEMENT?

We’re so sorry to hear you’ve lost your card! If you’ve registered your card with your details, please contact our Customer Service team to get a new one on 1800 637567 or info@merlo.com.au.