FAQ

Frequently asked questions

Order & Payment

1. If something caught your eye but you are not ready to buy?


No worries. Simply add it to My Cart, and come back later when you’re ready to shop.

You’ll need to create an account on our website for saving the item(s) you love on My Cart. Your saved items will be kept in My Cart for as long as the it is available. However, these items are not reserved for you and someone else may purchase the items even if it is in your cart. Grab them before they are gone!




2. How to order?


To make a purchase, you are required to sign up an account. Simply fill in the details on the Account Registration page, you will then receive an email confirmation—you are good to go.

You may browse through our products and once you have made your selection, adjust the quantity and click on the “Add to Cart” button. Your item(s) will now be in your Shopping Cart.

When you are ready to finalise your order, click on the “Check Out” button inside your Shopping Cart and follow the prompt to complete your purchase. An Order Confirmation will be sent to the email address you registered with us once the payment is successful.




3. Can I make multiple orders?


The answer will be definitely YES.




4. Can I amend or cancel my online order?


We work to get your order to you as quickly as possible, so once your order is placed it's NOT usually possible to make changes or cancel the order through online request after the shipment is completed.

If you wish to exchange or return your order, please see the Refunds & Exchanges policy on our website.




5. What if I haven't received an order confirmation?


If you have placed an online order but not yet received an order confirmation email within 24 hours, please check your junk or spam folder to see if it's there. If you don’t receive any still, please contact us for further assistance





Shipping

1. How much is delivery and how long will it take?


It’s nothing more exciting than having free shipping for all orders on Ghostbird Coffee. We always have the good coffees prepare to you. Yes, you heard it right. Once order is confirmed, just chill and relax, your parcels will reach your doorstep within 3-5 working days.




2. My order has not arrived. How do I track my delivery?


Once your order is shipped, you will receive an email confirmation of your shipping details, which will include a tracking number.

Please click on the following link to track your order using the tracking number on website.




3. Do I need to sign for my order?


You are required to sign when your order is delivered, so we recommend providing a delivery address where someone will be available to receive and sign for your order. However, if your address is unattended at the time of delivery, our logistic partner will contact you to schedule a second attempt of re-delivery.




4. Do you deliver internationally?


We do provide international shipping at the moment but you may borne the shipping fee.




5. Can I change my delivery address after I’ve placed my order?


If you have accidentally entered the wrong address during checkout, please let us know immediately and we'll contact and get our logistic partner to update this for you or return your delivery to us. If they are able to return to us we will then contact you to confirm the correct address. We cannot process another order until the products have been returned to Ghostbird Coffee Co. Once the products have been returned, we can reschedule your delivery, all rescheduled delivery costs due to customer error will be covered by the customer.

Emails and contact forms don't get to us quickly enough to try to make such change, so please call or reach us via Live Chat!




6. Can I have my order delivered to my work address?


Yes, we can deliver to your place of employment or your permanent residential address. It’s also a good idea to add your company name to the shipping address to help the courier find your workplace.




7. Who bears the shipping cost if I return an item?


The shipping cost will be borne by the customer if the exchange is due to change of mind or size fitting issue. Shipping costs may be reimbursed on faulty items or incorrect order only to the customer if the entire order is being returned and the customer provides proof of the shipping.





Refund and Exchange Policy

1. I received my online order but It was not the items I purchased. Can I return my item for refund?


We apologies the wrongly dispatch on your delivery items. If you are not completely happy with the item(s) you received, we will happily refund you the amount after deducting admin fee, item closing fee and/or other related fees (if applicable) WITH having to return the item to us. But your refund request will be entertained only if you are not FIRST purchase at Ghostbird Coffee Co.

Please follow the steps below for your refund request:

i) Please click on the CONTACT and write down your return request and enter your email address, order number, item you wish to return and the reason for the return.

ii) Your request will be reviewed by customer service (allow for 48 hours for a response). Once the refund request has been approved, you will receive an email notification by Ghostbird Customer Service Department.

iii) Please provide your bank details so that we can process your refund request.

iv) We’ll send you an email once we’ve successfully processed your refund.




2. What if there is a missing or incorrect item in my order?


If you have been sent an incorrect item or are missing an item from your order, please contact us so that we may assist you. We will endeavour to send you or replace the missing item as soon as possible. We will also pay for return postage where applicable.

Please email us so that we may assist you. To speed up the process make sure you include

  • - Your order number
  • - Your full name and email address
  • - Details of the missing or incorrect order
  • - A clear picture of your postage fee receipt and bank account details
  • - A photo of any missing or incorrect items




3. What if I receive a faulty item?


If you have received a faulty or damaged item purchased online, we will send you a replacement (subject to availability) and pay for the return postage costs.

Please email us so that we may assist you. To speed up the process make sure you include:

    • - Your order number
    • - Your full name and email address
    • - Details of the missing or damaged products
    • - A clear picture of your postage fee receipt and bank account details
- A photo of any damaged items




4. Can I exchange to other item?


Unfortunately you are not allowed to exchange an item that costs less than the original. You can only exchange your purchase WITHOUT any damage to the same or even higher price range, subject to availability. However, please consult our friendly customer care if you would like to exchange an item of higher value.





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