Delivery, Returns and Other Policies are detailed below.
Deliveries
Delivery times depend on the area and the time at which an order is placed. As a rule, Quaffee aims to employ a delivery method that has the lowest carbon footprint available. As a result, there may be a small delay, but we believe if we all do something, no matter how small, we can reduce emissions.
Below is a table of the delivery schedule per delivery areas and anticipated delays. Equipment refers to anything other than coffee, like machines, coffee makers, grinders, cleaning materials etc. Our delivery schedules for the following day are closed no later than 15:30 with our closing time being 16.30.
Regular clients are added to our tracking system, which will warn them when they may be running low on coffee, using our internal calculations.
Please note that we do not deliver outside of South Africa.
Delivery Costs
Delivery fees are charged merely as a cost recovery. The Delivery fee is calculated as you check out.
Free Delivery for:
- Any items collected at Quaffee at Buitenverwachting.
- All deliveries local to Quaffee, i.e. all street addresses that have postal code 7806.
- Any coffee collected at Sacred Space | Quaffee at 22 Fifty in Jameson street.
- All orders above R400 destined for Cape Town and surrounds.
- All orders above R450 for Gauteng, Durban and other major regions of South Africa.
- Any order over R1,000.00 to all other South African centres.
Delivery Schedule
That said below is a table of a guideline of delivery areas and anticipated delays. Equipment is anything that is not coffee, like machines, makers, grinders, cleaning materials etc.
We consider the end of a day 16:30. Our delivery schedules for the next day are closed at 15:30.
| Area | Ordered | Delivery/Dispatch Day | Exceptions |
|---|---|---|---|
| Cape Town: All areas besides below | Thurs 8am – Fri 1pm | Monday | see below |
| Fri 1pm – Tue 12pm | Wednesday | ||
| Tue 12pm – Wed 5pm | Thursday | ||
| Cape Town: Tokai to Noordhoek | Wed 12pm – Fri 12pm | Monday | |
| Fri 12pm – Wed 12pm | Thursday | ||
| Cape Town: Century City to Paarl | Thur 12pm – Mon 12pm | Tuesday | |
| Mon 12pm – Thur 12pm | Friday | ||
| Stellenbosch / Somerset West. | Wed 12pm – Fri 1pm | Tuesday | |
| Fri 1pm – Tues 12 pm | Thursday (if not busy) | ||
| Courier: (Western Cape) | Workday before 12pm | Same workday* | See below. No courier dispatched on Thursday. |
| Workday after 12pm | Next workday* | ||
| Courier:* (Rest South Africa) | Before 12pm | Same workday except Thurs when it is dispatched Fri | |
| After 12pm | Next workday except for Wed when it is dispatched Fri | ||
| Postage# | Any workday | Next workday | Note: only on request and for PO Boxes |
Please note that we will pre-warn regular clients who are added to our tracking system, that they may be running low using our internal calculations.
When do you get it?
It depends on where you are:
- For Cape Town the day of delivery above is the day you will get it.
- If we courier the item, we will send you the tracking number on the invoice, or in the order. We use road freight only (as above to reduce carbon footprint). Road freight to major areas is typically 2 days after dispatch, and 3 days for regional areas in South Africa.
- For postage, we have no idea how long it takes any more.
Exceptions
- For collections, coffees are typically available the next working day at either Quaffee At Buitenverwachting (see additional instructions below).
- For larger Cape Town Area:
- If an order has non-coffee items which are not in stock, then the day the stock arrives is the ordered day, and so the delivery day is allocated as per normal.
- If deliveries for a sooner day have fewer than 5 deliveries, we will attempt to deliver sooner.
- For Stellenbosch/Somerset West if there are no deliveries on the allocated day, we will courier the items.
- If a courier has not come yet and there is stock.
- If an order has non-coffee items which are not in stock, then the day the stock arrives is the ordered day, and so the delivery day is allocated as per usual.
Collections
We offer the ability to collect orders from our roastery. The Roastery is based at Buitenverwachting and is open Mon – Fri 8:30-16:30 (16:00 on Friday). They are also open for a short time from 10:30-13:30 on Saturdays. We are closed on all public holidays. We usually keep our business hours up to date on Google Business.
Please note that while we are happy to have a presence at Buitenverwachting, we are not affiliated to them in any way.
Finding us at Buitenverwachting
You can use the Contact us page or Google map, to find Buitenverwachting in Constantia. The farm is near the top of Klein Constantia Road, Constantia. Follow the brown signs to the farm from Spaanschemat Road.
Howe to find us once you are there
Notes
* Courier delivery is typically 2 working days after dispatch for major centres, excluding Durban, which is typically 3 working days. Courier delays are beyond our control.
# Postage delivery is subject to the postal services of South Africa.
We have only basic insurance on the parcels that are dispatched.
Exchange / Returns
Policy
Coffee: As far as coffee is concerned, we guarantee to replace your coffee free of charge if you are unhappy with anything, or it is not to your liking. If after replacement or change to an alternative you are still unhappy we will refund your money, as long as you can prove you have not drunk it all.
Equipment: In the case of any equipment that you install yourself (we like to install and set up the Jura machines) that you find to be faulty after you Contact Us, and we have not been able to assist, we will replace these goods. The goods need to be returned in the original packaging and condition as they were when you received them.
How To Return an Item
Items must be returned in their original packaging, in the original condition and with all booklets, guarantees and product tags if they are attached, within 7 days of delivery. When returning any item, please include a covering note, so we can process your return more efficiently. The note should state why it is being returned and whether you want an exchange or a refund. In this note, you should also include your order or invoice number, or a copy of the original invoice so that we can track your order on the system. If an item is returned without a covering note, then, if we are able to trace your order on the system, we shall contact you by phone or email to ascertain the reason for the return.
Please also notice the section below on fees, with regard to returns.
Other noteworthy policies
Freshness rules: We will not sell any coffee older than 8 days from roast.
Working hours: Monday to Friday 08:30 to 16:30 (Friday 16:00). Sat 10:30-13:30.
Go Green: Wherever possible we explore a greener method to do whatever we do. If we have a choice between a greener alternative, we will select that alternative. The only exception is if the cost to do so is prohibitive, and goes against any other policy we have, like for example freshness.
Local is Lekker: Wherever we can, we will use local companies for the work and materials required.
Stock levels: We normally have most stuff on the website in stock, in Cape Town, and most of it in Johannesburg, if not, we will notify you, and provide an estimated in-stock date.
Fees
Credit Card fees
Under the new consumer protection act, April 2011, there is mention to the fact that consumers should not be expected to pay for banking and credit card charges. Quaffee has always listed the price differences online so that you the consumer can make the choice of paying via credit card or not.
We will continue to list these as different charges since we believe those consumers who are prepared to pay in real value, rather than on credit should be recognized and hence pay our standard pricing. The only way we would ever remove these credit card charges is if we increase our prices across the board to facilitate the excessive fees we are handing over to a payment provider or bank. We have not, and will never, restrict payment to be made only via credit card, and therefore, the consumer is given a choice.
If you, as a consumer, are not content with these conditions or paying extra, then we are happy to engage directly with you and discuss this further.
Admin fees
If an order is placed and then cancelled, we will refund the money paid minus any banking or payment provider fees. Should you be unsure about a purchase, we offer you a facility where you can request from us a demo of a product, before placing an order.
With this in mind, we believe that it is reasonable to list this condition. We will always show you, the consumer, the actual fee paid to the payment provider.
