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.   

We know price changes are never fun — but they’re necessary, and we want to be completely transparent about why we’re making this one.

It’s been over two years since we last adjusted our prices — even through a cost of living crisis, rising interest rates, and growing pressure across the supply chain. But recently, the cost of continuing to produce and source high-quality coffee has risen significantly. From climate change affecting harvests to increased shipping and labour costs, the entire coffee world is under unprecedented strain.

Rather than compromise on quality or cut corners — which we would never do — we’ve made the decision to maintain our standards. In doing so, we’ve had to slightly increase our prices to support the people and processes behind every cup.

We’ve also taken steps to manage the impact wherever possible, including sourcing exceptional coffees from Ethiopia, where a favourable harvest has allowed us to secure truly beautiful coffees 

A note from Sasa Sestic:
Hear directly from our founder and CEO as he shares what’s happening in the coffee world, how it impacts all of us, and what Ona is doing about it; finding best possible solutions for our community — from farm to cup. Watch the video here.

We appreciate your continued support — it helps us keep delivering the quality you expect, no matter the challenges.

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.

As of the latest update, the USA has implemented changes to import tariffs.  We have been advised that orders under $800 USD fall below the de minimis threshold, which means they are not subject to these new tariffs.  Please note this is subject to change without any notice.

In addition: If any duties, taxes, or tariffs are ever applied by US Customs, they will be the responsibility of the receiver. We recommend checking with your local customs office for the most up-to-date information before placing a high-value order.

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.