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All FAQ's

FRIEND OF MERLO FAQ'S

What are Bean Dollars?

'Bean Dollars' are credits that will accrue in your account every time you purchase roasted coffee beans from a Merlo retail store or online. They can then be used to purchase (or contribute towards) any product instore or online. 

How do I see how many Bean Dollars I have?

Bean dollars will appear in the app on the front screen next to your points. You can also check your history and balance when logged into your Friend of Merlo account online.

How do I download the new Friends of Merlo app?

Simply download the app from the Apple Store or Google Play Store. Login to the app using your Friend of Merlo account details.

Where can I use my Friend of Merlo membership?

You can collect rewards on your Friend of Merlo membership in all Merlo Coffee owned stores. See all our stores here.

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 account. You can do this via your account details and preferences on the website. For further assistance, contact Customer Service via email or on 1800 637 567.

Is membership free?

There is no cost for customers to sign up to our Friend of Merlo program.

Why has the program changed?

The Friend of Merlo program has been in place for many years. With the change in customer shopping habits a fairer program was required for all customers, instore and online.

What if I don’t have a mobile phone or have an older analogue version?


If you don’t have a mobile phone, call our customer service line and they will assist you in setting up an account. If you have an analogue phone, you can print out your Friend of Merlo number as a QR code and keep this with you. You can also have this as a photo on your phone.



SHOPPING FAQ's

How much does shipping cost?

If you are a Friend of Merlo, we offer FREE shipping across Australia for online coffee orders of 1kg or more.

How quickly will I get 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 delivery?

Once your order has been dispatched, you will receive an email 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 and 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 defense 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. 

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.

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 quickly will I receive my order?

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 12:00pm for next day delivery.

Northern Rivers / Sydney – Order before 12:00pm for delivery within 2 business days.

Melbourne / Townsville – Order before 1:00pm for delivery within 3 business days.

Adelaide / Cairns – Order before 1:00pm for delivery in 4 business days.

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

Can I buy other products through Merlo Coffee?

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 does 1kg of beans produce?

There are a lot of variables which can affect this figure, but we’d generally say you can make around 60 cups of coffee with every kilogram of whole beans.