Espressotoria.com Customer Service Policies

POLICY 1. ORDERING, PAYMENT AND DELIVERIES FROM ESPRESSOTORIA.COM

A. ORDERING FROM THE WEBSITE

Who can order from Espressotoria.com?

Registration and purchases from this website are only available to residents of Australia, and deliveries will be made only within Australia (in accordance with our delivery policy).

International registration, purchases and delivery is currently not available via www.espressotoria.com.

Confirming my order

In the review stage of checkout you will receive an onscreen confirmation of the purchased items from ‘My Cart’ followed by an order receipt confirmation email sent to the nominated email address stored in ‘My Account’.

Phone orders are not accepted

Is there a minimum order quantity or value for any products on the website?

There is a minimum order quantity of one (1) box of capsules, for any capsule product ordered.

Is there a delivery charge?

Yes. Delivery for all orders will be charged at a per order rate. Rates will depend on the following factors and will be calculated upon checkout.

  • Number of items ordered
  • Total measurement of order
  • Location of delivery

Please note delivery rates are subject to change.

How do I pay for my order?

Espressotoria.com accepts only MasterCard and Visa Credit Card payments. Cash, cheques, money orders, COD and PayPal payment methods are not accepted.

Can I change my delivery address once I’ve ordered?

In order to uphold the security and privacy of our customers we are unable to accommodate requests for changes to the delivery address you nominated at the time you placed your order.

How is my order processed?

Items are shipped from a central warehouse located in Sydney.

Free Shipping

Free shipping is applied to any order made up of capsules only, and is more than $79 in total. Free shipping will not apply if your cart has any other item other than capsules in it. 

B. DELIVERY OF YOUR ORDER

Standard Delivery

Espressotoria.com deliveries will be made within seven (7) business days from date of order placement (excluding weekends). Your order will be sent via Australia Post.
Unfortunately we cannot deliver on a public holiday, please expect delivery on the next business day.

Is Express Delivery available?

Express delivery is not available.

Do we deliver to PO Boxes?

We deliver to Postal and P.O Box addresses located in Australia.

How does our delivery service work?

Once your order has been confirmed, a barcode dispatch label will be generated and attached to the parcel with your goods. This will be collected by Australia Post, and then processed through the Australia Post distribution network to the appropriate delivery facility. At this stage the parcel will again be scanned and transferred to the delivery driver for final delivery.

Your parcel will be delivered within seven (7) business days from the date of receiving your Order Confirmation Email.

On final delivery, the barcode will again be scanned and a signature obtained. If no one is at the specified delivery address to receive the parcel an Australia Post card will be left detailing the nominated Australia Post outlet to pick up your order.

The carded parcel will then be retained at the Australia Post Outlet for a period of ten (10) business days for collection. Five (5) days into this period, a reminder card will be issued to the recipient. At the end of the ten (10) days, the parcel will be returned to Cantarella Bros Pty Ltd at Silverwater, 2128 NSW.

Can my order and delivery be tracked?

You will be able to track the progress of your parcel at www.auspost.com.au/track or you can call 131 118 which is the Australia Post Customer Service Centre, between 8am to 6pm Monday to Friday.

Has my order been dispatched yet

An email will be sent to you once your order has been collected by Australia Post with an order tracking link. Please wait until you have received this email to follow up on the progress of your order. If you do no receive your order tracking link email please email us at queries@espressotoria.com with the order number contained in the “Order Receipt” confirmation email or phone (02) 9748 0299 for Australia, or on (649) 984 5677 for New Zealand.

Do you deliver to work addresses?

We can deliver to Postal and P.O Box addresses located in Australia. If you choose to have your order delivered to your work address please ensure you provide accurate delivery information.

C. RECEIVING YOUR ORDER

What happens if I’m not home when my order is delivered?

If you are not present upon delivery of your order, you will be left an Australia Post pick up card advising you of the details on how to collect your order from an Australia Post outlet.

What if my order when delivered arrives damaged?

If the products you ordered arrive damaged on delivery, please notify us within seven (7) business days of delivery. Failure to do so may result in us rejecting the return of those goods.

We will arrange for the replacement of your goods.

Please email us at queries@espressotoria.com or contact us directly on (02) 9748 0299 for Australia, or on (649) 984 5677 for New Zealand.

What if there are products missing from an order or I have received an incorrect order?

If you have any products missing from your or you have been delivered the incorrect products, please notify us within seven (7) business days of delivery. Failure to do so may result in us rejecting the return of those goods.

If your order is incorrect or there are any missing products from your order, ensure that you check the delivery docket against your order receipt confirmation email.

Any incorrect items should be returned to us, in accordance with our Returns Policy.

We will arrange for the correct or missed items to be sent to you.

Please email us at queries@espressotoria.com or phone us on +612 9748 0299 for Australia, or on +649 984 5677 for New Zealand.

What if my order when delivered arrives damaged?

If your order is late or you believe that your order may be lost, it is your responsibility to notify us.

Please email us at queries@espressotoria.com or phone us on +612 9748 0299 for Australia, or on +649 984 5677 for New Zealand, and make sure you let us know your order number contained in the “Order Receipt” confirmation email.

POLICY 2. WARRANTY, RETURNS AND REFUNDS

A. WARRANTY AGAINST DEFECTS

Consumer Guarantees: Australia

Our Goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Consumer Guarantees: New Zealand

Our Goods come with guarantees that cannot be excluded under the Consumer Guarantees Act 1993. Our warranty applies in addition to the conditions and guarantees implied by that legislation.

Proof of Purchase

You must keep your purchase docket, tax invoice or receipt as best proof of purchase, and as proof of the date on which the purchase of the Goods was made.

Espressotoria® Machines Warranty Against Defects

We warrant that our Espressotoria® Machines will be free from faulty parts, manufacture and workmanship for a period of 24 months from the date of purchase from the Supplier.

To view a PDF copy of our Warranty Against Defects document click here;

This document also sets out how to make a Warranty Claim.

Where a Warranty Claim is accepted, we will endeavor to repair, replace or refund the price of the goods, within a reasonable amount of time.

If you have a warranty claim in Australia, please contact
Phone: 1300 393 895

If you have a warranty claim in New Zealand, please contact
Phone: 0800 787 877

Veloce Milk Frothers Warranty Against Defects

Our Veloce Milk Frother’s come with a warranty against defects for a period of 12 months from the date of Purchase from the Supplier.

To view a PDF copy of the Warranty Against Defects document click here. This document also sets out how to make a Warranty Claim.

Instructional Manuals

B. RETURNS

When returning goods to us, please note that
  1. If you are making a Warranty Claim, or where you are returning Goods to us for any other reason, you are responsible for returning the Goods to us (including all expenses and costs);
  2. You must contact our Customer Service Department prior to any return;
    Australia Phone: 1300 393 895
    New Zealand Phone: 0800 787 877
  3. Risk in the goods remains with you until the goods arrive at our warehouse. Ensure that the goods you are returning are appropriately packaged to prevent any damage to the goods. You are responsible for any goods damaged in-transit. In the event that goods returned to us are in unsuitable condition, we reserve the right to reject it and send it back to you.
  4. You should always retain your Proof of Purchase (including your purchase docket, tax invoice or Espressotoria.com Order Confirmation Receipt) as best proof of purchase, and as proof of the date on which the purchase of the Goods was made.

ONLINE PURCHASE RETURNS

If you have purchased goods from this website, then please note that

  1. We recommend you immediately inspect any goods that we deliver to you to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality and the quantity and match the description we have provided to you.
  2. If any of the goods delivered to you arrive damaged or are faulty, please contact our Customer Service Department immediately.
  3. All goods must be returned within a reasonable time frame. You must notify us within seven (7) business days of receipt. A failure to do so may result in our right to reject the goods (not including any returns for defective goods).
  4. Depending on the circumstances, we may elect to repair, replace or refund the returned goods.
Returns via Australia Post (Australia Only)
  • For Australian customers, we recommend Australia Post as our preferred returns service provider.
Returns Label
  • All Australian consumers, where Australia Post provide a Return Parcel Service will be sent a Returns Label to apply and enclose with the goods being returned. Ensure the returns label is completed in full and apply it to your goods.
  • Any goods returned to us are your responsibility until the goods arrive at our warehouse. Please take the necessary steps to ensure you package your return adequately to prevent any damage to the items or boxes. We are not responsible for any items that are returned to us in error or damaged in transit. In the likely event that an item is returned to us in an unsuitable condition, we reserve the right to reject it and send it back to you.
  • Upon adequately packaging and enclosing your returns label to your goods, visit any Australia Post outlet, Australia wide to lodge your return to us where this service is available. Where Australia Post provides a Return Parcel Service we will cover the associated postage costs.
  • Upon successfully receiving a returned good we reserve the right to verify proof of purchase before any entitlement of warranty is acknowledged. We reserve the right to repair and assess the returned goods in question in accordance with the conditions outlined in the Warranty Against Defects manual.
Confirming Receipt of your Return
  • Once we receive your returned goods, you will receive an email confirming that your return has been received.
  • In the unlikely event that you do not receive an email confirming receipt of your return within seven (7) business days of posting your goods, please contact us by email at support@espressotoria.com or by phone 1300 393 895 for Australia and 0800 787 877 for New Zealand. If you have used an Australia Post outlet to lodge your return please provide us the reference number you were provided at the time of lodging your return.
  • Upon verifying proof of purchase and meeting Warranty Against Defect conditions, we will repair, replace or refund the goods.

RETURNS – PURCHASES AT AUSTRALIA POST

If you have purchased goods at an Australia Post Outlet, then

  • Please contact the Australia Post Outlet from which you purchased the goods for any returns. Customers should be aware of Australia Post returns and refund policy, set out here: (http://auspost.com.au/about-us/australia-post-refund-policy.html)
  • Warranty Claims for defective goods may still be made directly to us by contacting our Customer Service Department.

RETURNS – PURCHASES AT RETAIL OUTLETS

If you purchase our goods at one of our authorized retailers, then

  • You are subject to the return and refund policies of the Supplier from which you purchased the goods.
  • Warranty Claims for defective goods may still be made directly to us by contacting our Customer Service Department.

C. REFUNDS

If you have purchased goods from this website, then please note that:

  1. We will only refund goods in accordance with our Warranty Against Defects Policy.
  2. A successful refund will be automatically issued to the credit card used to purchase goods in the order. Please allow up to 15 business days for a full refund to process, subject to your bank/card issuer.
  3. We will refund you in full for the value of the goods in question, and only include a refund for delivery charge where the entire of your order contained faulty or defective goods.
Complaints and Further Information

If you have a complaint or require further information please contact us;

Espressotoria
Attention: Marketing Department
118 Wetherill Street
Silverwater, NSW, 2128
AUSTRALIA

Email
support@espressotoria.com

Phone
(+612) 9748 0299 for Australia, or
(+649) 984 5677 for New Zealand.

Why buy?

The Espressotoria System is perfect for the home, office or commercial environment.

Café quality coffee at home

A range of coffee brands available

19 bar pressure ensures perfect crema

1 year warranty on machine

Energy saver mode.
Consumes
just 0.5 Watts

Owned locally by experts in Italian coffee since 1958