FAQ

Our Coffee

Where does your coffee come from?

We source our coffee from over one-third of coffee-producing countries, spanning three continents. These include Brazil, Colombia, El Salvador, Ethiopia, Guatemala, Honduras, India, Kenya, Nicaragua, Papua New Guinea, Peru and Tanzania.

Does your coffee have any certifications?

We endeavour to source our coffee from suppliers that trade in OrganicFair Trade and Rainforest Alliance coffee. This means that when you drink Nero, you can take comfort that you're supporting sustainable agriculture systems that work in harmony with nature, supports biodiversity and enhances soil health. You're also supporting a better life for farming families in the developing world through fair prices, direct trade, community development and environmental stewardship.

Are you able to grind my beans?

Every coffee connoisseur lives by the 'G.O.D.' mantra—Grind On Demand. There is simply no substitute for freshly ground coffee. Nonetheless, we recognise that some customers prefer to receive their beans pre-ground for practical reasons. We therefore make our coffee available as whole beans (recommended); or ground for aeropress, chemex, espresso machines, moka pots, plungers and pour overs. If you would prefer to receive your beans pre-ground, simply select this option when ordering (or update your subscription any time later). We also receive preferential pricing from coffee machine wholesalers, and are able to pass these great prices on to our customers. Simply send us a message and we'll find a great home grinder that meets your budget and preferences.

What do you do to optimise freshness?

We use special coffee bags with one-way valves that enable oxygen to espcape without letting oxygen in. This prevents your beans from de-gassing and thus preserving the flavour. All of our bags also come with resealable zip-locks that prevents additional oxygen from interacting with your beans. We deliver all orders in 500g bags. Therefore, regardless of the volume we're delivering to you—your coffee will stay fresher for longer. We've also timed our roasting, packing and postage to occur at specific times in the bean's natural stabalising processes so they're at peak freshness the day they arrive at your door.

How do I keep my coffee fresh?

Ensure that you keep your beans in a cool, dry and dark place. Despite popular opinion, avoid storing your beans in the refrigerator or freezer. We also recommend purchasing a seperate airtight canister to place your monthly bag delivery into as well.

Ordering

How much coffee do I require?

As a rule of thumb, 500g will make...

  • 70 cups of (single shot) coffee with an espresso machine
  • 35 cups of (double shot) coffee with an espresso machine
  • 17 cups of coffee brewed with a Pour Over
  • 25 cups of coffee brewed with a Cheemx
  • 25 cups of coffee brewed with a Moka Pot
  • 33 cups of coffee brewed with an Aeropress
  • 33 cups of coffee brewed with a Plunger

What confirmation do I receive for my order?

When you place an order, you will automatically receive an email that confirms your order. If it is a subscription order, you will also receive an email notification just prior to your designated form of payment being processed with each recurring charge.

Do you sell wholesale?

Yes we do. Our beans can be found in some of Australia's leading cafes. If you would like more information on wholesale ordering of our beans, please send us an email at info@nero.com.au

Subscriptions

When do you ship my beans?

We dispatch subscription orders five days before the end of the month.

When will I receive my subscription delivery?

We ship orders with Australia Post. Deliveries typically take between 5-7 days to arrive. For subscriptions, we aim to have your delivery arrive for the first day of each new month.

Can I pause my subscription?

Yes. You're able to skip a delivery (and not pay for it). Simply login to your account and select 'Pause My Subscription'. All requests to pause a subscription need to be made 10 days before the end of the month leading up to the month you wish your subscription to be paused. If you miss this deadline, your subscription's pause will take effect from the following month.

How do I edit my subscription?

Simply login to your account. Here you can edit your subscription to change your preference on how you want your beans ground and how much coffee you want to receive. You can also update the address you want deliveries sent to.

Can I get single origins on subscription?

Unfortunately not. We undertake special arrangements to source unique single origin coffees and make these available as part of our exclusive World Sampler Subscirption. This requires sustaining minimum order quantities that we're unable to meet with stand-alone single origin purchases. As Nero grows, we suspect this will change, but in the meantime, we'll never prioritise making a quick additional buck at the expense of our premium product offering.

Can I cancel my subscription?

Yes. You can cancel your subscription at any time, no questions asked, and no penalties incurred. Simply login to your account and cancel your subscription.

How long is a subscription?

Subscriptions are ongoing until cancelled. For the first 12 months of the World Sampler Subscription, you will receive a different single-origin coffee each month. After one year, your subscription continues, but the different single-origin coffees will be replaced with our Signature Blend. You are always able to cancel your subscription at any point in time.

Can I have multiple subscriptions?

Yes you can. These will appear as seperate subscriptions within your account, and you will receive seperate billing notifications for each one.

Shipping

Is shipping free?

Yes, shipping is free for all of our coffee subscriptions. It is also free for one-time purchases of $50 or more. For all other orders, there's a flat shipping fee of $10 per order.

When do you ship my beans?

We ship beans 5 days prior to the end of the month. In doing so, we utilise the time it takes from leaving our roasting facilities to arriving at your door to allow the beans to stabalise as the final stage of the roasting process. This way, your beans arrive at optimal freshness the day they are delivered to your door.

Do you ship internationally?

Unfortunately we do not. We take two things very seriously at Nero: freshness of our beans and keeping costs as low as possible for our customers. We haven't yet figured out a way to deliver amazing coffee at low prices overseas, and until a time that we can, we aren't prepared to compromise on both the quality and value we provide for all of our customers.

How long does shipping take?

Shipping typically takes 3-5 business days for all metro locations.

Events

How do I enrol in your barista training and coffee cupping events?

We run barista training and coffee cupping events approximately once every six months. We will send out emails to all of our subscribers to let you know about these exclusive events at least a couple of months in advance of the event date. Whilst we always endeavour to ensure that all customers have the opportunity to attend, spaces are limited and registration is on a first come first serve basis.

Gift Subscriptions

I have been gifted a subscription. How does this work?

You will receive an email notification to let you know that you have been gifted a subscription and the details of that subscription too. It will include your name, delivery address and information on the subscription and its duration. If you need to update any of these details, simply go to nero.com.au and log in with the details included in your email. Here you can make edits to any of your subscription information, as well as extend your subscription once it expires.

How will the recipient of a gift subscription know that I have given them a gift?

At the time of purchase, you'll specify the recipient's details, including when you would like the first delivery to be received. You're also afforded the opportunity to write a note (including the sender's name) that will be included in their first delivery. We also email you a Nero Gift Voucher that you're able to print or forward via email to the recipient, to let them know that you have got them a gift.