FAQ’s

All of the coffee we sell comes as whole beans, i.e. not ground. If you are ordering coffee online and would like it to be ground, please enter your grinding preferences in the comments upon checkout. Please specify the method you will be using to prepare your coffee, e.g. 'espresso', 'Aeropress' and so on.
Please be aware that not all grinders will grind coffee the same way, so what you receive may be different to the ground coffee you've had from other suppliers or grinders.

'Filter' and 'espresso' refer to different methods of preparing coffee. Espresso or milk-based coffees are made using an espresso machine, whereas filter coffees are made with varying brewing methods. We roast our coffees in three different ways to suit these three styles (filter, espresso and milk-based).

Filter roasts are less developed, meaning they are roasted for a shorter time and lighter, resulting in more delicate flavours. In contrast, our espresso and milk-based coffees are roasted for a bit longer so that the flavours are more pronounced.

As we receive new and exciting lots of coffee worldwide, we constantly change our offerings online. Usually, this means that the coffee is out of stock or our monthly rotation has changed. If you believe that a product is incorrectly labelled as out of stock, please let us know.   

All international customs clearance issues and import duty, fees or taxes costs are the responsibility of the consignee/customer. Please check your local customs import regulations and limitations before placing your order. ONA Coffee takes no responsibility to clear orders / consignments held by international customs.

By default, all international orders will be set to deliver without a signature required and may be left unattended at your delivery address. If you would not like this to occur, please wait for your tracking number and use it to contact the assigned courier to your order. ONA Coffee takes no responsibility for lost or misplaced orders.

We use a range of couriers and postal services, depending on the country of delivery, type of order or delivery address. Upon checkout, you can typically select from one of several options for delivery. If your delivery address is a parcel locker or apartment, we will generally choose the courier for you. For international orders, we usually use DHL.

Upon payment of your order, you will receive a confirmation email with your order details. In this email, you can find a link to the tracking details for your order.

You can also select to receive updates via SMS when your order is despatched and out for delivery. Please be advised that these tracking details are provided to us by the courier.

We, unfortunately, cannot provide more information than what is listed. If you can't find your tracking information, please check your spam folder in your emails.

We offer shipping to many countries around the world. However, if you have entered your delivery address and it says 'no delivery method available, it can mean one of several things: (i) we are unable to ship to your country due to trade embargoes; (ii) your country does not accept organic products (such as coffee) to be delivered via post or (iii) there is an error with our delivery system. If you believe there is an error, please contact us.

Countries we cannot currently ship to: Afghanistan, Ascension Island, French Southern Territories, Gauteng (South Africa), Mexico, Russia, Solomon Islands, South Georgia & South Sandwich Islands, Turks & Caicos Islands, Outlying Islands and Ukraine.

If you have a valid discount code, enter it upon checkout, and your discount will be applied. If your code is not working and you believe it should be valid, please contact us at admin@onacoffee.com.au

Thanks for considering us for your business! We would love to chat with you about our wholesale program! Please get in contact with us and read more about our program here.