FAQ

COFFEE

What is direct trade?

Our approach to coffee sourcing is, wherever feasible, through direct trade, which is really key within the speciality coffee market. This means that not only are the farmers we work with paid fairly, fairly traded with but that we develop long term relationships with them to ensure environmental and social sustainability. For more information on our sourcing philosophy, please read About Us page.

Who roasts my coffee?

Our team of coffee experts from Ivory Blue and farmers  are based in Augur Industries SA, plantation Paul Braid, Azaguie Ivory Coast.All off them combined have been roasting for decades.

Where can I drink Koofy Coffee?

Koofy Coffee’s first shop will open early 2020 in Johannesburg. However, for now all orders are available on this website to satisfy the urge to order our delicious coffee.

SHIPPING

When will my order be despatched?

Placed orders will take up to 48hours around Johannesburg, Midrand and Pretoria.

Please note that all orders placed after midnight on a Thursday will be roasted and sent out the following day.

When can I expect my order to be delivered?

We send out orders by first-class Our Courier Agency  with larger orders being sent with Our Courier Agency.
South Africa deliveries should arrive within 1-2 working days of despatch although (courier/courier agents do not guarantee this unless you opt-for the ‘tracked’ option. Regional deliveries should arrive within 3-5 working days from despatch. Deliveries to the Rest of World will be delivered within 7-21 working days from despatch, subject to local customs.

I live internationally, can I order from Koofy Coffee?

As well as the SOUTH AFRICA we ship to Europe and most International countries. Please see our shipping page here. There may be, however, be times that, due to reasons outside of our control we are unable to honour shipment to certain countries or be held liable for this. If this is the case we will contact you directly to advise of this and the reason.

SUBSCRIPTIONS

How do I cancel a recurring subscription?

Please contact our Customer Service team on +27 78 447 9817 or using our contact us form here. They will then organise for your subscription to be cancelled. Please note that proof of sending isn’t proof of receipt so please ensure you have received a response from our Customer Service team; the opening hours are 09.00-17.00 Monday to Friday.

When will payment come out for recurring subscriptions?

Payments for monthly subscriptions will be taken from your nominated account on 30th of each month. Payments for fortnightly subscriptions will be taken from your nominated account every fortnight from the subscription purchase date.

When will I receive my subscription coffee?

Recurring subscriptions:
Monthly recurring subscriptions will be roasted and despatched on the first Friday of each month.
Fortnightly recurring subscriptions will be roasted and despatched every other Friday, from the purchase date.

Gift Subscriptions

Monthly gift subscriptions will be roasted and despatched on the first Friday of each month for the duration of the subscription purchased. This will commence following the activation of the subscription by the recipient. For example, if the recipient activates the subscription on 15th August the first coffee will be roasted and despatched on the first Friday of September.

Fortnightly gift subscriptions will be roasted and despatched on the first and third Friday of each month for the duration of the subscription purchased. This will commence from the point of activation of the subscription by the recipient. For example, if the recipient activates the subscription on the second week of August their first coffee will be roasted and despatched on the third Friday of August.

Will I receive a card for gifting?

If you purchase a Gift Subscription we will contact you after ordering the subscription to organise for a card to be sent to you or direct to the recipient on your behalf. The card will give details of the gift and how to activate the subscription. At this point the recipient can let us know whether they’d like their coffees roasted for espresso or filter and as whole beans or ground.

I have purchased a gift subscription, how can the recipient activate this?

All of the information needed for the recipient to redeem the subscription will be stated on a card that we will send out to either you or directly to the recipient. Please detail your preference in the ‘Special Instructions for Koofy Coffee’ at checkout. Alternatively, please feel free to call Customer Service on +27 78 447 9817 who will assist you with any queries on this.

Will I receive a card for gifting?

If you purchase a Gift Subscription we will contact you after ordering the subscription to organise for a card to be sent to you or direct to the recipient on your behalf. The card will give details of the gift and how to activate the subscription. At this point the recipient can let us know whether they’d like their coffees roasted for espresso or filter and as whole beans or ground.

My card details have changed, what do I do?

Please contact our Customer Service team (Monday to Friday 0900 – 1700) on +27 78 447 9817 who will be able to update your payment information for you.

RETURNS

Can I return my order?

We will accept returns of any faulty goods. Merchandise must be returned unused in its Koofy Coffee SApackaging to No 23 Zambezi Singel, Norkem Park, Johannesburg, South Africa. Returns must be made within 72 hours of purchase at your own cost.

Whilst we want you to be happy with your order, as coffee is a consumable good we will only replace or refund coffee if it is faulty or damaged in any way. This is subject to assessment by our Customer Service team and Head office personnel, as applicable. Please contact our Customer Service team on +27 78 447 9817 in this instance.

My order is damaged – can you help?

We do our utmost to ensure that goods receive you in perfect conditions, however, in the instance that an order is received damaged please contact our Customer Service team on +27 78 447 9817 who will be able to help.

CONTACT US

Where are you based?

Our office is based in No 23 Zambezi Singel, Norkem Park, Johannesburg, South Africa.

How can I contact you?

Please see our Contact Us page or call us on +27 78 447 9817.