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Finca El Sapo - Nucleus Coffee
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FAQ

Popular questions

Got a question? Check out our popular articles below to find the answer you're looking for.

How do I track my order?

You'll receive an email once your order has shipped titled "Your Order is on the way", containing your tracking link. Alternatively, you can log into your Café Fabrique account and see your tracking info!

How to log into your account

  1. Log into your Account
  2. Check the fulfilment status for your order.
  3. If the order has been fulfilled, select the order
  4. Click on the tracking link to be directed to your tracking

Alternatively, you can use the link provided in your shipping confirmation email.

My tracking info hasn't updated

No stress! Tracking numbers typically update with couriers every 24-48 hours, however, additional delays may occur while your order is in transit.

If your tracking hasn't updated in a few days, don't panic, your order should still be on the way to you. However, if your tracking hasn't updated in 6+ working days please get in touch with our Customer Support team who will be able to assist you.

More questions?

Please contact our support team here.

My order is wrong

My order is missing some items

We’re sorry if there’s an item missing from your order. Before contacting our Customer Support team, we recommend checking the following;

  • Check your shipping confirmation email titled "Your order is on the way" to see if your order is being shipped in separate parcels. This can happen due to stock availability, meaning sometimes items have to be sent from different warehouses.
  • The item(s) missing may have been out of stock - it’s worth checking your emails (including your junk/spam) to see if we've sent you an email about this.

My order is wrong or items are broken

In the unlikely event you're missing an item, your order is damaged, or you've receive a wrong item/order, please contact us with the following information and our Customer Support team will get it sorted;

  • Your order number
  • The name of the item you didn't receive
  • A photo and the name of the item you have received (if the wrong item)
My order hasn't arrived

In the unlikely event that your order hasn't arrived within the estimated delivery timeframe, do not worry.

Most of the order, 85%, make it on time. If your order is late, check your tracking to see if your order is on the way.

If your tracking hasn't updated in 6+ working days please get in touch with our Customer Support team who will be able to assist you.

I want to change my order

Can I make a change to my order?

If you made a mistake or want to change something after checkout, send us an email. Changes include:

  • Changing an item
  • Delivery address
  • Adding/removing items to your order
  • Shipping method

I think my address is wrong and my order has shipped

If you input the incorrect address at checkout... Sadly, we can't change an address with the courier once the package is sent, however it may be possible to update your delivery preferences with the courier by contacting them directly.

If for any reason your order can't be delivered, the courier will return it to us. You can keep an eye on your tracking information for any updates.

If your order hasn't shipped yet, contact us and we will change it.

Important to know... If you input the incorrect address at checkout, we can not be held accountable if the order goes missing, meaning we're not liable to refund/replace this order.

How do I return an item?

To return an item, simply contact our customer support. We will assist you in the steps to take.

When we receive your products, we will evaluate it and process to the refund.

Once your refund is processed, it may take up to 5 days to clear with your bank.

How long is your return period?

Any unwanted product must be returned within 30 days from when your Café Fabrique order is delivered. We also accept returns later than 30 days with a restock fee.

To receive a full refund on eligible returns, items must be returned to us unused and in the same condition you received them with their original packaging. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund. All items are inspected on return.

I received a faulty item

We're sorry if you've received a faulty item! There's no need to return the item to us at this stage.

Please send an email to our Customer Support Team including:

  • Your name and email address
  • Order number
  • Item name/description (if known)
  • Photos or video that show the fault as clearly as possible

All claims for orders arriving with damaged or wrong items must be made within 7 days of the delivery date.

Still have questions?

Contact our customer support

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