Shipping policy

We roast and prepare Copala coffee in small batches. This policy explains when orders are dispatched, how courier delivery works and when extra delivery charges may apply.

Where we deliver

We currently deliver within South Africa using the delivery methods available for your address at checkout. Available methods, estimated courier transit times and the shipping charge are shown before you pay.

Preparing and dispatching your order

We usually dispatch orders within 2–4 business days after the order is confirmed and payment has been received, provided suitable roasted stock is available. Business days exclude Saturdays, Sundays and South African public holidays.

Our coffee is roasted in small batches, so dispatch depends on roasted-stock availability. If suitable roasted stock has sold through, we will prepare your order from the next available roast. This may extend the dispatch period, and we will contact you if we expect a material delay.

Courier delivery usually takes 5–8 business days after dispatch. This courier period starts only after the parcel has been collected from us and is additional to the preparation and dispatch period. Delivery estimates are not guaranteed and may be affected by the destination, route, weather, peak periods, service disruptions or other circumstances outside our reasonable control.

Delivery methods and tracking

Depending on your destination, checkout may offer door-to-door delivery or delivery to a selected Courier Guy pickup location, such as a Locker, Kiosk, Store or Point.

When your order has been dispatched, you will receive a shipping update using the email address or mobile number supplied with the order. Where tracking is available, the notification will include tracking information. Further delivery updates are provided by the courier and depend on the contact details being correct.

For a pickup-location order, you are responsible for selecting and providing the correct location details and collecting the parcel within the courier’s collection period. The province entered as the delivery address in Shopify checkout must match the province of your selected Courier Guy pickup location. If the provinces differ, we may place the order on hold and contact you. Any additional delivery charge must be agreed and paid before dispatch.

For door-to-door delivery, please provide a complete, accurate address at which someone can accept delivery.

Remote-area and high-risk delivery surcharge

The shipping rate shown at checkout is based on our standard delivery zones. A courier may classify certain destinations as remote, extended, difficult-to-access or high-risk areas and may impose an additional charge or special delivery arrangement.

If this applies to your order, we will contact you before dispatch, explain the additional charge or available alternative, and ask for your approval. We will not charge the surcharge without your agreement. If no suitable delivery option can be agreed, we may cancel the affected order and refund the amount paid.

Incorrect addresses, missed deliveries and uncollected parcels

Please check the delivery address, recipient contact details and pickup-location selection before placing your order. Contact us as soon as possible if anything is incorrect. We cannot guarantee that details can be changed after dispatch.

If a parcel is returned because the details supplied were incorrect, delivery was repeatedly unsuccessful, or the parcel was not collected in time, the customer may be required to pay the courier’s return and re-delivery costs before we send it again. This does not apply where the failure was caused by us or the courier.

Delayed, lost or damaged deliveries

If tracking has not updated for an unusual period, or if the parcel is shown as delivered but cannot be found, contact us through the Contact page with your order number. We will raise the matter with the courier and help determine the appropriate next step.

Please report visible transit damage promptly and keep the parcel, its contents and all packaging while the matter is reviewed. Courier delays do not automatically entitle an order to a refund, but your rights under applicable law remain unaffected.

Contact

For questions or problems relating to an order, use our Contact page or email info@copalacoffee.com, and include your order number. We will use the contact details supplied with the order to respond and to provide fulfilment and delivery updates.

Physical address: P.O. Box 92473, Mooikloof, Pretoria, Gauteng, 0051, South Africa.