Shopping FAQs

HOW MUCH DOES SHIPPING COST?

We offer FREE freight across Australia for online orders of $39 or more. If your order is under $39 there is a flat fee of $7.70 for the delivery of your freshly roasted coffee.

 

HOW QUICKLY WILL I RECEIVE MY COFFEE?

Once your order has left our Eagle Farm factory, it can take 1 to 5 business days to be delivered, depending on your location. Remote areas may experience longer delivery times, so please contact our team for an estimate before you place your order.

Limited edition coffee is roasted to order just for you, so please allow for a few extra days from order until dispatch. Any orders placed on a weekend or on a public holiday will be processed by our team the next business day. Please note that there may be some dispatch and shipment delays following long weekends or public holidays.

 

CAN I TRACK MY ORDER?

We use StarTrack, Couriers Please or Australia Post services to get your freshly roasted coffee out to you. If you’re worried about your order or would like more information on tracking, you can always call us on 1800 637 567.

 

DO YOU SHIP INTERNATIONALLY?

If you’re desperately craving your Merlo from a land other than down under, contact us for a quote today.

 

I HAD $1 CHARGED TO MY ACCOUNT & IT STAYED FOR A FEW DAYS. WHAT IS THIS?

What is It?

In an effort to prevent credit card fraud our website payment gateway, Braintree, places a pending authorisation on unknown credit cards to authenticate the account.

This amount varies depending on what type of card you have and which bank you are with. It is not a charge, only a pending authorisation.

On the Merlo website, we give you the option to save your credit card details when you create a Friend of Merlo account with us.
This saves you the hassle of having to enter your card number over and over again each time you order.

You can do this when you create an account by clicking “Payment Methods” and then ‘Add a Payment Method’ button.

But is it safe?

Using the ‘save payment method’ feature is extremely safe. We don’t store your credit card information on our database, once entered, it gets locked away with our secure payment gateway, Braintree, in their Vault. Braintree, a subsidiary of PayPal are renowned for their Vault technology.

When a payment method is stored in the Vault, the information is encrypted by the Braintree gateway and associated with a unique payment method token.

Card Verification – How it Works

Card verification is a strong first-line defence against potentially fraudulent cards. It ensures that the credit card number provided is associated with a valid, open account and can be stored in the Vault and charged successfully. To do this, it must first verify the card.

Braintree verifies your credit card by running either a $0 or $1 authorization and then automatically voiding it. Where a $1 authorization returns a successful result, we immediately follow up with an automatic void request to ensure that the transaction will disappear from the cardholder’s statement as soon as possible.

It’s important to note that some banks do not recognize void requests immediately. It’s possible that after the void is issued, you will still see the pending charge. But that charge is just that, pending, no money is actually withdrawn from the account and even if the void is not recognized, the transaction will expire and disappear after a few days.

https://www.braintreepayments.com/en-au/features/data-security

 

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Merlo Coffee is on a mission to obtain carbon neutrality, and to get there, Head of Operations Simon Brooks reflects on its sustainability endeavours.

Brisbane-based coffee company Merlo Coffee is turning up the heat on its sustainability goals, making a very deliberate effort to become more environmentally friendly in all its business practices.

Merlo’s Head of Operations Simon Brooks says this includes everything from discounts on reusable cups and compostable packaging, to recently installed solar panels at several facilities.

“Sustainability has become a buzz word in recent years, and people are increasingly looking to companies to implement sustainable business practices. There’s no reason for businesses to not try and do the most for the environment and do their part here in Australia,” says Simon.

“Our goal this year is to reduce our emissions even further, firstly by reintroducing reusable cups back into the marketplace as COVID-19 subsides.”

To incentivise customers, Merlo is offering a free coffee on purchase and $0.50 savings on refills for customers that use a reusable cup.

Merlo is determined to keep more than three million takeaway cups out of landfill. To help reach its goal, sustainable packaging company BioPak has introduced fully compostable, eco-friendly packaging for Merlo customers.

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“Compostable BioCups from BioPak are the first and only products of their kind to be certified carbon neutral, B Corp, and commercially compostable to Australia and New Zealand standards. It allows customers to make a big difference through their choices,” says Simon.

“Now you can do something good for the earth by dropping a Merlo BioCup in our collection bins outside any Merlo Coffee store. These cups and lids will be combined with Merlo’s coffee grounds, food scraps and packaging and in less than 12 weeks, the by-product is utilised as a nutrient rich compost.”

Merlo’s BioPak cups use Ingeo polylactide bioplastics, which utilise a number of renewable resources such as plant oils, cellulose, starches, sugars, carbohydrates, bacteria and algae. This results in 75 per cent less greenhouse gases than conventional plastics.

“We distribute around five million cups per year from our warehouse, which is a huge amount of landfill. That’s a major reason why we partnered with BioPak, to make sure we reduce our wastage and do as little damage as possible to the environment,” Simon says.