Frequently asked questions
Returns

We accept returns within 14 days of delivery.

To be eligible for a return, items must:

  • be unused and unopened
  • be in their original packaging
  • include all components (for accessories)
  • include proof of purchase
  • For coffee products, bags must remain sealed and untampered with.

To request a return, please contact us at:
piccolochapters@gmail.com

If your return is approved, we will send instructions for returning your item. In some cases, we may provide a prepaid return label.

Items returned without first contacting us may not be accepted.
Damaged, Faulty, or Incorrect Orders

If your order arrives damaged, faulty, or incorrect, please contact us as soon as possible at:

piccolochapters@gmail.com

Please include:

  • your order number
  • a description of the issue
  • photos of the item

We aim to respond quickly and resolve issues as soon as possible, usually within one business day.

Depending on the situation, we may offer:

  • a replacement
  • store credit
  • or a full refund
Items That Cannot Be Returned

Due to food safety regulations, some items cannot be returned, including:

  • opened coffee bags
  • used coffee products
  • perishable goods (including roasted coffee)
  • gift cards
  • final sale or clearance items
REFUNDS

Once we receive and inspect your returned item, we will notify you of the outcome.

If approved, your refund will be issued to your original payment method.

Please note:

Refund processing times may vary depending on your bank or payment provider.

It may take several business days for the refund to appear in your account.
Order Cancellations

Orders may be cancelled before they are processed or shipped.

Because we roast and prepare orders quickly, cancellation requests must be made as soon as possible by contacting:

piccolochapters@gmail.com

If your order has already been shipped, it cannot be cancelled but may be eligible for return depending on the conditions outlined above.
Your Consumer Rights

Nothing in this policy excludes or replaces your rights under Australian Consumer Law.

If a product you receive is faulty, not as described, or not fit for purpose, you may be entitled to a repair, replacement, or refund.
Privacy Policy

Last updated: 13th March 2026

Piccolo Chapters operates this website and online store to provide customers with a curated coffee shopping experience. Our store is hosted on Shopify, which allows us to sell our products and services to you.

This Privacy Policy explains how we collect, use, and share your personal information when you visit our website, place an order, subscribe to emails, or contact us.

By using our website, you agree to the collection and use of information as outlined in this policy.

Personal Information We Collect

We collect personal information that you provide directly to us or that is collected automatically when you use our website.

Information you provide
This may include:

  • Name
  • Email address
  • Phone number
  • Billing and shipping address
  • Account login details (if you create an account)
  • Order and payment information
  • Messages or inquiries

Payment details are processed securely by our payment providers. Piccolo Chapters does not store full credit card details.

Information collected automatically

When you browse our website, we may automatically collect:

  • IP address
  • Browser and device information
  • Website activity (such as pages visited or products viewed)

This information helps us improve our website and customer experience.

Cookies and Tracking Technologies

Our website uses cookies and similar technologies to improve functionality and analyse how visitors use our store.

Cookies may be used to:

  • remember items in your cart
  • understand how customers use our website
  • improve performance and user experience
  • support advertising and marketing

You can manage or disable cookies through your browser settings.

How We Use Your Information

We use your personal information to:

  • process and deliver your orders
  • manage payments and transactions
  • communicate with you about orders or inquiries
  • provide customer support
  • improve our products, services, and website
  • send marketing emails or promotions (if you subscribe)
  • detect fraud and protect our store
  • comply with legal obligations

Email Marketing

If you subscribe to our mailing list, we may send you emails about new products, offers, or updates.

You can unsubscribe at any time by clicking the unsubscribe link in any marketing email.

Sharing Your Information

We only share your personal information when necessary to operate our business. This may include:

  • Shopify – our ecommerce platform provider
  • payment processing providers
  • shipping and delivery services
  • website analytics and marketing services

These providers only use your information to perform services on our behalf.

We may also disclose information if required by law or to protect our business, customers, or legal rights.

Shopify Platform

Our store is hosted by Shopify, which collects and processes certain information about your interaction with our website in order to operate and improve its platform.

This may include analytics data and cookies used across Shopify-powered stores.

To learn more about how Shopify processes personal data, please review the Shopify Privacy Policy on their website.

Third-Party Links

Our website may contain links to external websites or services. We are not responsible for the privacy practices of those websites and encourage you to review their privacy policies.

Data Security

We take reasonable steps to protect your personal information from misuse, loss, or unauthorised access. However, no online system can guarantee complete security.

Data Retention

We retain personal information only for as long as necessary to:

  • provide our services
  • complete transactions
  • comply with legal obligations
  • resolve disputes

Your Privacy Rights

Under the Privacy Act 1988 (Australia), you may have the right to:

  • request access to personal information we hold about you
  • request corrections to inaccurate or outdated information
  • unsubscribe from marketing communications

To make a request, please contact us using the details below.

Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. Updates will be posted on this page with a revised date.
Shipping Policy

Last updated: 13th March 2026

At Piccolo Chapters, we aim to deliver fresh coffee as quickly and reliably as possible.

Below you’ll find information about roasting, dispatch times, and delivery.

Roasting & Freshness

We roast coffee multiple times throughout the week to ensure freshness.

Specialty coffee typically tastes best 7–28 days after roasting, often referred to as the prime freshness window. During this period:

  • flavours open up
  • aromatics stabilise
  • extraction becomes more consistent
  • the cup profile becomes smoother and more balanced

Because we roast in batches, your coffee may arrive 1–7 days after roast, depending on how your order aligns with our roasting schedule.

Order Processing

Orders are typically roasted, packed, and dispatched within 1–3 business days.

Please note:

  • Orders placed on weekends or public holidays begin processing on the next business day.
  • During busy periods (such as product releases or holidays), dispatch may take slightly longer.

We always aim to ship coffee within its optimal freshness window.

Delivery Within Australia

We ship Australia-wide using trusted delivery partners.

Estimated delivery times after dispatch:

  • Standard Shipping: 2–8 business days
  • Express Shipping: 1–3 business days (where available)

Delivery times are estimates and may vary due to carrier delays, weather, or remote delivery locations.

Shipping Rates

Shipping costs are calculated at checkout based on your location and order weight.

Express shipping is available for an additional fee where supported.

Order Tracking

Once your order has shipped, you will receive a confirmation email with:

  • a tracking number
  • a link to track your parcel

If you have not received tracking details within 48 business hours of dispatch, please contact us.

Incorrect Addresses

Please ensure your shipping details are correct when placing your order.

If an incorrect or incomplete address is provided:

  • we may not be able to redirect the parcel once it has shipped
  • parcels returned to us may require an additional re-shipping fee

Missing or Delayed Deliveries

If your tracking shows “delivered” but you cannot locate your parcel, we recommend:

  1. Checking around your property or mailbox
  2. Looking for safe-drop locations
  3. Asking neighbours or household members
  4. Contacting the shipping carrier

If the issue remains unresolved, please contact us and we will assist where possible.

Lost Parcels

If your parcel appears lost in transit, we will lodge an investigation with the shipping carrier.

Investigations may take 7–10 business days depending on the carrier.

Damaged Parcels

If your order arrives damaged, please contact us as soon as possible with:

  • your order number
  • photos of the packaging and product

We will work quickly to resolve the issue.
Terms of Service

Last updated: 13th March 2026

These Terms of Service govern your use of the Piccolo Chapters website and online store.

Our store is hosted on Shopify, which provides the ecommerce platform that allows us to sell our products and services to you.

By accessing our website or purchasing from our store, you agree to be bound by these Terms.

1. Eligibility & Account Use

By using this website, you confirm that you:

  • are at least the age of majority in your state or territory; or
  • have permission from a parent or guardian to use the site.

To place an order or create an account, you may need to provide personal information such as:

  • name
  • email address
  • shipping and billing address
  • payment details

You agree that the information you provide is accurate and complete.

You are responsible for maintaining the confidentiality of your account details and for all activity under your account.

Accounts may not be transferred, sold, or shared with others.

2. Products

We aim to present our products as accurately as possible.

However:

  • product colours may vary depending on your screen or device
  • product descriptions and availability may change without notice

We reserve the right to:

  • modify or discontinue products
  • correct pricing or description errors
  • limit quantities purchased


We do not guarantee that products will meet individual taste preferences or expectations.

Our products are food items. You should consider your own dietary requirements, allergies, and sensitivities before consumption. We are not responsible for any adverse reactions or consequences from consuming our products.

To the extent permitted by law, our liability for any product issues—whether arising from defects, quality, or delivery—is limited to replacement of the product, resupply, or refund of the purchase price. Nothing in these Terms excludes or limits any rights under the Australian Consumer Law.

3. Orders

When you place an order, you are making an offer to purchase products from us.

An order is only accepted when:

  • payment has been successfully processed; and
  • you receive an order confirmation email.

We reserve the right to refuse or cancel orders at our discretion, including where there are:

  • pricing errors
  • stock issues
  • suspected fraudulent activity

All purchases are subject to our Refunds & Returns Policy.

Products sold through our store are intended for personal use only, not for resale.


To the extent permitted by law, our liability in relation to any order or product is limited to the replacement of the product, resupply, or refund of the purchase price. Nothing in these Terms excludes or limits any rights you may have under the Australian Consumer Law.

4. Pricing & Payments

All prices are subject to change without notice.

The price charged will be the price displayed at checkout at the time your order is placed.

Prices may not include additional costs such as:

  • shipping fees
  • taxes
  • customs duties (for international orders)

By making a purchase you agree that:

  • the payment information you provide is accurate
  • you are authorised to use the chosen payment method
  • your payment provider will honour the transaction
5. Shipping & Delivery

We roast and dispatch coffee with care, but delivery timelines may vary.

Some products may be prepared, roasted, or dispatched by third-party suppliers as described in Section 17. While we take reasonable care in selecting these partners, we are not responsible for delays, errors, or other issues caused by third-party fulfilment providers outside our control.

Shipping timeframes are estimates only and may be affected by:

  • carrier delays
  • weather conditions
  • customs processing
  • events outside our control

Once your order is handed to the shipping carrier, responsibility for delivery transfers to the carrier.

For full details, please see our Shipping Policy

6. Intellectual Property

All content on this website—including:

  • logos and branding
  • product images
  • text and descriptions
  • graphics and design

—is owned by Piccolo Chapters or our licensors and protected by Australian and international intellectual property laws.

You may use the website for personal, non-commercial purposes only.

You may not copy, reproduce, distribute, or use any content without our written permission.

7. Third-Party Tools & Links

Our website may include links or access to third-party services or tools.

We do not control these services and are not responsible for:

  • their content
  • their policies
  • any products or services they provide

Your use of third-party services is at your own risk and subject to their terms.

8. Shopify Platform

Our store is hosted by Shopify.

When you make a purchase through our website:

  • the contract of sale is between you and Piccolo Chapters
  • Shopify is not responsible for the products sold or fulfilled through our store

You agree that Shopify is not liable for any issues related to products purchased from us.

9. Privacy

Your use of our website is also governed by our Privacy Policy.

Because our store operates on Shopify, certain personal information may be collected and processed by Shopify in order to operate the ecommerce platform.

Please review our Privacy Policy for more details.

10. Feedback & Reviews

If you submit reviews, comments, photos, or suggestions to us, you grant Piccolo Chapters permission to use this content for marketing or promotional purposes.

By submitting content, you confirm that:

  • you own the content or have permission to share it
  • it does not violate any third-party rights
  • it is not misleading, offensive, or unlawful

We reserve the right to remove content that violates these Terms.

11. Errors & Inaccuracies

Occasionally our website may contain errors relating to product descriptions, pricing, promotions, or availability.

We reserve the right to correct any errors and cancel orders affected by incorrect information.

If an order is cancelled due to an error, any payment received will be refunded.

12. Prohibited Use

You agree not to use the website:

  • for unlawful purposes
  • to violate any laws or regulations
  • to upload malicious code or viruses
  • to collect personal information without consent
  • to interfere with the website’s security or functionality

We may suspend or terminate access if these terms are violated.

13. Disclaimer

Our website and products are provided “as is” and “as available”.

To the extent permitted by law, we do not guarantee that the website will be:

  • uninterrupted
  • secure
  • error-free

Nothing in these Terms excludes rights that cannot be excluded under Australian Consumer Law.

14. Limitation of Liability

To the extent permitted by law:

  • Our liability for any loss or damage arising from your use of the website or purchase of products is limited to the replacement of the product, resupply, or refund of the purchase price.
  • Nothing in these Terms excludes or limits any rights you may have under the Australian Consumer Law.
  • We are not liable for any indirect, special, or consequential losses, except to the extent that these cannot be excluded under law.
15. Governing Law

These Terms are governed by the laws of New South Wales, Australia and the Commonwealth of Australia.

Any disputes will be subject to the jurisdiction of the courts of New South Wales.

16. Changes to These Terms

We may update these Terms from time to time.

Updated versions will be posted on this page with a revised date. Continued use of the website after updates means you accept the revised Terms.

17. Third-Party Fulfilment

Some products may be prepared, roasted, or dispatched by third-party suppliers or fulfilment partners. While we take reasonable care in selecting these partners, we are not responsible for delays, errors, or other issues caused by third-party fulfilment providers outside our control. By placing an order, you acknowledge that some aspects of product preparation and delivery may be managed by these third parties.

18. Contact

If you have questions about these Terms of Service, please contact us:

Piccolo Chapters
Sydney, NSW, Australia
piccolochapters@gmail.com
Contact Us

If you have any questions about this Privacy Policy or how your information is handled, please contact us:

Piccolo Chapters
Sydney, NSW, Australia

Email: piccolochapters@gmail.com