This policy applies to orders placed through the online store at commonco.nz. Roastery hire, courses and contract roasting are covered by their own terms.

Where we ship

• We ship anywhere in New Zealand, including rural addresses.

• We need a physical street address. We cannot deliver to PO boxes.

• We do not ship outside New Zealand.

Dispatch

Orders are picked, packed and handed to the courier within 3 business days of payment. Business days are Monday to Friday, excluding public holidays.

You will get an order confirmation when you pay, and a second email with tracking when the parcel leaves us.

Delivery timeframes

We use NZ Couriers. The timeframes below start from dispatch, not from when you place the order.

• Auckland and most North Island addresses: 1 to 2 business days after dispatch.

• South Island addresses: 2 to 3 business days after dispatch.

• Rural addresses: add 2 to 3 business days on top of the above. Rural parcels are handed to a rural delivery partner for the last leg.

These are the courier’s standard timeframes, not guarantees. Weather, network delays and peak periods can add time.

Shipping cost

Shipping is calculated at checkout based on the weight of your order and your delivery address. Rural delivery is included in the rate shown. There is no separate rural surcharge.

Free shipping over $100

Shipping is free on orders over $100 including GST. This is based on the amount you actually pay for the goods.

• The total is measured after any discount code is applied and before shipping. If a discount brings your goods total below $100, shipping is charged.

• Gift cards do not count toward the total, because nothing is shipped.

• Paying with a gift card does not affect the total. The order value before the gift card is applied is what counts.
  
  

Pickup from the roastery

Pickup is free and can be selected at checkout.

• Wait until you get the email confirming your order is ready before you come in.

• Pickup is from 4/228 Orakei Road, Remuera, Auckland, Monday to Friday, 9am to 4pm.

• We hold pickup orders for 30 days. After that we will contact you to arrange delivery or a refund.
  

Signature and authority to leave

Parcels are sent signature required where the courier can obtain one.

If you ask us or the courier to leave the parcel without a signature, the parcel is your responsibility once the courier records it as delivered to your address. We cannot replace or refund a parcel that goes missing after that point.

Wrong address or failed delivery

Check your delivery address before you pay. We send to the address given at checkout.

• If an order is returned to us because the address was wrong or incomplete, we will contact you. You pay the actual cost of sending it again.

• If you would rather cancel at that point, we will refund the goods less the original and return freight we have already paid.

• If the courier cannot deliver and leaves a card, it is your responsibility to follow the courier’s instructions to collect or rebook within their timeframe.
  

Damaged parcels

If your parcel arrives damaged, email hello@commonco.nz within 7 days of delivery with your order number and photos of the outer packaging and the product. Do not throw the packaging away until we have sorted it out. See the returns and refunds policy for what happens next.

Lost parcels

If tracking has not moved and your order has not arrived within 5 business days of the expected delivery date, contact us. We will lodge a trace with NZ Couriers. Traces usually take a few business days. If the parcel is confirmed lost, we will replace it or refund it.

Delays outside our control

We are responsible for getting your order dispatched on time and packed properly. We are not responsible for courier delays caused by weather, road closures, network disruption or events outside our control. If a delay is unreasonable, contact us and we will sort it out.

Contact

Email hello@commonco.nz. We answer Monday to Friday, 9am to 4pm.