Frequently Asked Questions.
How long will my delivery take?
It depends on what shipping method you choose:
- Garden Route orders with free shipping placed before 12 pm will be delivered within 1-2 working days, most often the next day.
- Fastway couriers will deliver within 1-2 working days for garden route orders, 1-3 working days for orders in main centres elsewhere in SA and 5-7 working days for rural and outlying areas.
- The postal service quotes 4-7 working days anywhere in South Africa (for registered and simple post).
Remember working days exclude any weekends and public holidays.
Does my area fall in a main centre?
The following towns and cities fall under main centres for the R55 courier service:
Beaufortwest, Bloemfontein, Cape Town, Calitzdorp, Durban, East London, George, Harrismith, Heidelberg, Klerksdorp, Knysna,Ladysmith, Mossel Bay, Nelspruit, Oudtshoorn, Paarl, Pietermartizburg, Plettenberg Bay, Polokwane, Pretoria, Port Elizabeth,Port Shepstone, Randfontein, Richards Bay, Riversdale, Rustenburg, Stellenbosch, Westonaria, Witbank, Vaal.
Can I collect my order?
You can collect your order at our Roastery at Timberlake Village (between Wilderness and Sedgefield) the next day. Just make sure you select ‘collection at Roastery’ when you place your order.
What payment methods do you accept?
Credit & cheque cards, instant EFT, debit cards, Masterpass, normal EFT.
What are your banking details for a normal EFT payment?
Please use your order number as reference if you prefer to make an EFT payment.
Banking details: Pause Coffee Roastery CC, FNB 62254373229, branch code 251650
Have you received my payment?
You will receive a confirmation email as soon as your payment has been processed.
Will I get an invoice for my order?
You will, via email.
What is your returns policy?
You are welcome to return a defective/faulty order. Please contact us first through the website or on [email protected] to report any problems and we will make an arrangement which gives you satisfaction, for example, replacing the item at no cost to you.
Can I return or exchange a non-defective product?
Yes, just contact us within 7 days of receiving your order and we will inform you what to do further. Do note, however, products will have to be returned in their original unopened condition to be eligible for a refund, exchange, or store credit.
Can I know that my credit card details are safe?
All credit card transactions take place on a secure page of a reputable third party payment gateway called Payfast. Pause coffee never obtains or stores your credit card information. Payfast securely processes transactions for over 30000 clients both big and small. Payfast payment gateway uses Extended Validation SSL with 256-bit encryption. Only two of the four major South African banks use this-the highest level of encryption currently available.
For more about the security Payfast uses see: https://www.payfast.co.za/security-fraud/
How do I get billed for a coffee subscription?
When you check out with your chosen subscription service you will be charged for your first month like any other product. Soon after checking out you will receive an email from our secure payment gateway company, Payfast, which will allow you to activate your subscription to our coffee service. Once you have activated your subscription we will start to process and ship your first coffee. Similar to a debit order Payfast will then automatically charge your card on a monthly basis on the day of the month you joined our service.
However, you can easily cancel your subscription at any time, unlike a debit order.
How do I cancel a subscription?
You can send an email to [email protected] at any time and quote your subscription number in order to cancel your subscription.
Alternatively, you register a free account at Payfast at any time and manage or cancel your subscription yourself.
Can I pause my subscription?
If you’re going on holiday you can request that we send your subscription somewhere else, or you can pause your subscription for a set time if you prefer. Just send an email to [email protected] and quote your subscription number to make the necessary arrangements.
Do you deliver internationally?
If you are interested in Pause Coffee but do not live in South Africa, please email [email protected] to enquire about the possibilities to ship to your country. Please contact us to enquire before placing your order.
We can make special arrangements based on your order type and location (certain countries have restrictions on coffee imports).
Who can I contact with online order queries?