Ordering, Shipping and Returns
Ordering
The easiest way to order from Ottimo Coffee is through our online store. Simply select your products, add them to your shopping cart and follow the checkout instructions.
Wholesale and workplace customers
Regular wholesale and workplace customers should log in to their account before adding products to their cart to access their applicable products and pricing.
To create a wholesale or workplace account, please email [email protected] and our team will assist with the setup.
Equipment orders
Coffee machines and other commercial equipment may require a separate quotation, delivery arrangements and professional installation. Please contact our team to discuss your requirements.
All orders are subject to product availability and acceptance by Ottimo Coffee.
Shipping Costs
Shipping fees depend on the order type, order value, delivery location and any applicable customer-specific arrangements.
Online retail orders
Free standard shipping on eligible orders over $150*.
A $15 standard shipping fee applies to orders under $150.
Wholesale orders
Free standard shipping on eligible orders over $300.
Equipment and additional charges
Free shipping does not apply to equipment unless otherwise agreed in writing. Delivery, installation and related costs will be quoted separately where applicable.
*Additional shipping or delivery charges may apply depending on the delivery location, fuel price fluctuations, courier or freight surcharges, regional or remote delivery requirements, and other factors affecting transport costs.
Shipping rates and arrangements may also differ under individual customer contracts, quotations or account agreements. Any applicable charges will be communicated before being applied, where reasonably practicable.
Dispatch and Delivery
Coffee, tea and consumables
Orders are generally dispatched from our warehouse on Mondays, Wednesdays and Fridays, excluding Victorian public holidays. Please place orders in advance of your preferred dispatch day.
Orders received after the applicable processing cut-off, or affected by stock availability or operational delays, may be dispatched on the next available dispatch day.
Melbourne metropolitan deliveries
Deliveries are generally scheduled for Mondays, Wednesdays and Fridays, subject to order processing and delivery route availability.
Interstate and regional deliveries
Orders outside metropolitan Melbourne are generally delivered by our nominated courier providers or Australia Post.
As a guide, please allow approximately 3–10 days for delivery outside metropolitan Melbourne. Timeframes are estimates only and may vary depending on the destination, courier availability, public holidays, peak periods and other circumstances beyond our reasonable control.
Tracking information is provided where available. If you have not received tracking details or require an update, please contact [email protected].
Equipment delivery and installation
Equipment deliveries and installations are arranged by appointment. Dates, access requirements, installation arrangements and applicable charges will be confirmed separately.
Customers are responsible for ensuring the delivery site is accessible and ready for the scheduled appointment. Any required plumbing, electrical work, site preparation or additional services should be confirmed as part of the quotation or installation arrangements.
Receiving Your Order
Please check your delivery as soon as it arrives and, where reasonably possible, confirm that the items received match your order.
If your order is damaged, incomplete or incorrect, please contact [email protected] promptly with your order or invoice number and photographs where relevant.
Please ensure someone is available to receive the delivery and provide confirmation of receipt where required by the delivery provider.
If a delivery cannot be completed due to an incorrect address, restricted access or an unavailable recipient, additional delivery charges may apply where applicable and permitted by law.
Nothing in this policy limits your rights under the Australian Consumer Law.
Warehouse Collection
Warehouse collection is available Monday to Friday, between 9:30 am and 1:00 pm.
Collection address:
10A / 6–12 Mills Street
Cheltenham VIC 3192
Please ensure your order has been confirmed as ready for collection before attending. Collection availability may be affected by public holidays or operational requirements.
International Deliveries
Ottimo Coffee currently ships orders within Australia only.
For international shipping enquiries, please email [email protected] to discuss whether alternative arrangements may be available.
Returns, Refunds and Exchanges
Please review your order carefully before completing your purchase. If you have any concerns, contact [email protected] so our team can assist.
Change of mind
We do not generally offer refunds or exchanges for change-of-mind purchases, including where an incorrect product has been ordered or an item is no longer required.
Any exception is at Ottimo Coffee's discretion and must be agreed before the product is returned. This policy does not exclude or limit any rights or remedies available under the Australian Consumer Law.
Faulty, damaged or incorrect products
If you receive a faulty, damaged or incorrect product, please notify us promptly so we can assess the issue and arrange an appropriate resolution.
Depending on the circumstances and applicable law, this may include a repair, replacement, refund or another remedy.
Please contact us before arranging the return of bulky equipment or incurring return freight costs, unless otherwise required by law.
Equipment orders, deposits and cancellations
Equipment orders may involve special ordering, freight, installation, commissioning or other costs. Applicable deposit requirements and cancellation terms will be outlined in the relevant quotation, order confirmation or agreement.
Deposits may be non-refundable where validly agreed and permitted by law. Any cancellation charges must be consistent with the applicable agreement and legal requirements.
Please refer to the relevant product warranty documentation for warranty-specific terms. Manufacturer warranties operate alongside any rights available under the Australian Consumer Law.
Return authorisation
Please contact our team before returning any product. We will provide instructions and advise whether inspection or collection is required.
Original packaging should be retained where practical, particularly for equipment, but this does not override any rights you may have under applicable law.
Payment and Account Terms
Payment methods, credit arrangements and due dates may vary between retail, wholesale and workplace customers.
Approved account customers must follow the payment terms agreed for their account. All other orders are subject to the payment methods and terms displayed at checkout or specified in the relevant quotation.
Please refer to your invoice, account agreement or order confirmation for the applicable payment terms. For payment or account enquiries, contact [email protected].
Contact Us
If you have any questions about ordering, shipping, delivery, equipment or returns, our team is happy to help.
Email: [email protected]
Contact page: https://www.ottimocoffee.com.au/contact-us
Thank you for choosing Ottimo Coffee. We look forward to supplying your coffee, tea, equipment and workplace essentials.
