FAQ

Envelope

Tel: (+62) 31 596 5754
Live WhatsApp Chat: (+62) 8123 2222 885
E-Mail Sales: [email protected]
E-Mail Support: [email protected]

Map pin

Jalan Teknik Komputer I No. 1
Surabaya 60111
East Java – Indonesia

Heart

Our support is available on:
Mon-Fri 08.00-15.00 (GMT+07.00)

FAQ - General Information

What is Coffees.Trade?

Coffees Trade or coffees.trade is on online store specializing in coffee products. Most of our coffees originated from Indonesia. All of our coffees are supplied directly from coffee farmers, thus ensures the freshness of our coffees. We also supplies coffee products directly from micro and small businesseses and big manufacturers such as coffee soaps and instant coffees.

How can I Contact the Customer Support?

You can contact us anytime by email at [email protected].
If you need direct answers from our support please contact us via telephone and live chat via WhatsApp at:

Telephone : (+62) 31 5965754
WhatsApp Live Chat : (+62) 8123 2222 885

Our Telephone and Live Chat is only available during our business hours:

Monday -
Tuesday -
Wednesday -
Thursday -
Friday -
Do you ship worldwide?

Yes, we ship to almost all countries all around the world. However, there are some countries we do not serve because of the lack of logistic service, wars, or bilateral political interest. We are sorry for the inconvenience.

Countries we are currently unable to serve includes : Afghanistan, Albania, Algeria, Angola, Armenia, Azerbaijan, Bangladesh, Burma, Burundi, Cameroon, Central African Republic, Chad, Colombia, Congo, Congo (Democratic Republic), Eritrea, Ethiopia, Iran, Iraq, Lebanon, Liberia, Libya, Mali, Mauritania, Niger, Nigeria, Pakistan, Rwanda, Somalia, Sudan, Uganda, Yemen or Zambia.

Is it Safe Buying from Coffees Trade?

Yes, of course it is safe to make purchases through our online store. We integrate our payment gateway with the PayPal Express Payment Gateway to ensure your purchases with Credit Card or Debit Card are completely safe and encrypted. Our system is also PCI DSS compliant, it means that we do not store any information regarding your bank accounts in our database.

How do I register for a new account?

If you want to register a new account, you can click the “My Account” at the top of this website or visit this link.

If you are not currently logged in, you will be directed to a new page where you can login or register.

For registering a new account, insert your email address and your prefered password. It should be at least twelve characters long and should have at uppercase characters, numbers, or symbols like ! ” ? $ % ^ & or ).

If you want to follow our newsletter containing fun and informational articles and promotional offers, please check the “Sign me up for the newsletter” checkbox. We will never spam you, we will send promotional newsletter of maximum 2 emails per week.

Why did my registration fail?

You may meet the following issue when you register:

1. Your email address has already been registered as a member

Please change another email address to set up your account. Or you can use the existed email address to retrieve your password. Click here to retrieve your password.

2. Your Contact Name is not in English

If certain letters of your name contain Non-English letters, you are advised to use the similar English ones instead.

What do I do if I forgot my password?

On My Account page, please click “Lost your password?”.

Lost password

In the text box fill in your email address associated with your account, then click “Reset Password”.

Reset Password

A Confirmation Email will be sent by our system to your email address, please follow the instruction written in the email to continue resetting your password.

How do I edit my Password?

On the “My Account” page, please click the tab “Account Details”.

In the “Password Change” Box, fill in you current password, the new password you would like to have and add the same password at the “Confirm new password” box. Then, save your information by clicking the Save Changes Button

How do I edit my Name and Email Address?

On the “My Account” page, please click the tab “Account Details”.

To change your name or email address just fill in your preferred details in each boxes. Then, click the Save Changes button to save your information.

How do I edit my Shipping and Billing Address?

On the “My Account” page, please click the tab “Addresses”.

In the Addresses menu, you will find both Shipping Address and Billing Address.
Please, click the “Edit” sign if you want to make changes for your shipping address or your billing address.

How does Coffees Trade protect my payments?

Pay securely with your credit card or debit card without exposing your details. When paying online, your details are protected by PayPal’s SSL encryption (the highest level of protection available).
Our system is also PCI DSS compliant, it means that our system have a very high security system to ensure you that we never store any sensitive information in our database.

Can I pay in my local currency?


Please note that all product prices and shipping costs on Coffees Trade are paid in United States Dollar (US $). However, you may see our prices in local currencies available at our currency changer at the top left corner shown in this image below.

What payment methods can I use?


Currently, you can pay using Paypal, Mastercard, Visa, Discover, and American Express. More payment options will be available on Coffees Trade in the future.

How do I pay for an order?

To pay for your order on Coffees Trade, follow the steps below:

1) Select the order and check the checkbox to accept our Terms and Conditions, then click the “Continue to payment” button.

2) You will be directed to the Paypal Payment Gateway page.

3) Fill in all of your details required in the text boxes.
4) Tick the checkbox to verify that you are in the legal age to use a credit card or debit card via Paypal.
5) Click the “Pay Now” button to proceed with the payment.

Notice:
The maximum amount limit per order is $10,000. If your order is beyond that value, your payment will be declined. If you want to order above the maximum limit, please contact us to arrange a different payment method.

Why did my payment fail?

If your payment for an order has failed, please check it is not due to the following situations:

Card security code failed
Please note that an incorrect card security code could cause payment failure. Card security code is the short numeric code on the back of your credit card. Please verify that you have entered the correct card security code and try again.

Insufficient fund
If you meet the insufficient fund error log when you make payment by credit card, please make sure that you have sufficient funds in your account and that payment for your order does not exceed your credit limit.
Please also make sure you have used a Visa or MasterCard personal credit card to finish payment, because at present debit card or business card is unable to be supported.

Exceed limit
Please make sure the order amount does not exceed your credit card limit. Or the payment is unable to go through smoothly.

How can I use the Voucher/Coupon?


If you have a voucher/coupon code, you could use it at our cart or our checkout page. You only need to fill in your coupon code in the given text box.

Apply Coupon Code at Cart Page

Apply Coupon Code at Cart Page

Apply Coupon Code at Checkout Page

Apply Coupon Code at Checkout Page

Why does the Voucher/Coupon not working?

Please pay attention to these information:
– Please be sure that you have read the terms and condition of the promo either at our notification bar or our social media because each coupon code has its own condition to apply.
– Promo Vouchers or Coupons have expiring dates and quotas, please always check if the coupon is still available or not.
– Coupon will not work if it is already expired.
– Certain coupon or voucher is only available for 1 customer.
– You can use our voucher only in our online store and you can not use voucher/coupons from other providers in our online store.

How long is the gift card/coupon code/voucher valid?

It varies. The expiry date will always be informed either in our social media or in our page.
If you have received a voucher or gift card through your email, the validity period or expiration date will be informed within your email.

Where can I read your Shipping and Delivery Policy?

You can get a more detailed information regarding our Shipping and Deliveries at this link.

Can I ship to a different address?


Yes, you only need to check the checkbox and fill in the details in “Ship to different address” section at the checkout page.

Is it possible if I request to ship with a different shipping company other than what you offer in the checkout?

Yes, you may request to ship with FedEx or DHL. Please, contact us within maximum of 6 hours before our shipment days (Tuesdays and Thursdays at 14.00 (GMT+07.00)). You will have to pay the price deficiency between the actual price of your preferred shipping service with the price you have paid for your chosen shipping service during the checkout, otherwise we will still ship your order using the service you have chosen during checkout.

I haven't received my item. What can I do?

It might be that there is some delays during the shipment. You can always track your package with this link.
We are not responsible for the shipment process. Therefore, we are unable to make a refund if in case your package got lost during the shipment. We will request an written evidence from the shipping company if necessary.

How long does it take to deliver my items?

The estimated delivery time is based on what delivery service option you choose during the Checkout. The default option is using Express Mail Service by Pos Indonesia with an estimated delivery time as follow:

CONTINENTESTIMATED DELIVERY TIME
Asia3-6 days
Africa4-8 days
America6-10 days
Europe5-9 days
Australia5-8 days

How long is the maximum period to request a return or a refund?

You may make a refund or a return request within 14 days after you have received your product.

Where can I read your Returns or Refunds Policy?

You can read a more detailed information regarding our returns and refunds at Returns and Refunds Policy page.

My product is broken, can I make a refund?

Yes, please send us a refund request through our return/refund form in our Returns and Refunds Policy page.

You can also make a refund request through our system in your “My Account” page.
Follow these instructions to make a refund of your item:

  1.  Go to the “Orders” section in your My Account. Then, click the “View” button.
  2. Click the “Refund” button on the item which you want to make a refund. You may also request to refund your entire order.
  3. After you have shipped your broken item(s) to us, we will refund your money to the same payment gateway as you have used when making the payment.

My product is broken, can I replace the item with a new one?


Yes, you may replace your bought item with a new one but under certain condition. You have to send us back the item you have received.
Please, send us a return request with our return form at Returns and Refunds Policy page.

Ask a Question

If you can not find any answers for your question. Please, send us your question through our form below.