Shipping policy

This policy explains how Brew Sensei processes and ships orders, how to check delivery progress, and what to do if a shipping issue occurs.

Processing & dispatch

Orders are processed and dispatched within 4–10 business days.

Processing time covers preparing your order for dispatch. It does not include the time your parcel spends in transit.

Business days are Monday through Friday, excluding public holidays. We do not dispatch orders on weekends or public holidays. Carrier delivery schedules may vary.

Shipping rates & delivery

Available shipping options and any shipping charges are shown at checkout before you complete your purchase.

Delivery takes additional time after dispatch. Transit time depends on the destination, shipping service, and carrier. Any delivery estimates provided are estimates rather than guaranteed arrival dates.

Tracking your order

When tracking is available, use the details provided with your shipment confirmation to check your parcel’s progress.

If you need help locating tracking information or understanding a delivery update, contact us with your order number.

Delays & unavailable items

High order volumes, public holidays, carrier disruptions, and customs clearance can affect processing or delivery.

If we cannot dispatch your order within the stated processing period, we will email you with an updated shipping estimate and explain your options. You may agree to the delay or cancel unshipped items for a full and prompt refund.

If an item becomes unavailable, we will contact you about expected availability and next steps. Available items may ship separately, and your options for any delayed items will be explained in our email.

Address changes & undeliverable orders

Please check that your shipping address is complete and correct before placing your order. If you notice an error, contact us immediately. We will try to update the address before dispatch, but changes cannot be guaranteed once processing has started or a parcel has shipped.

If a parcel is returned because the address supplied was incorrect or incomplete, contact us to arrange reshipping. We do not charge a restocking fee for these returns. Reshipping is charged at the actual shipping cost, which we will confirm with you before sending the parcel again.

Missing or damaged parcels

If your parcel appears to be missing or delayed in transit, contact us with your order number and any relevant tracking information. We will review the available delivery details and help you identify the next steps.

If tracking shows that a parcel was delivered but you cannot find it, confirm the delivery address, check any safe places, and ask household members or neighbors whether they accepted it. Contact the carrier for delivery details and let us know if the parcel is still missing. Suspected theft may also be reported to local authorities.

For parcels marked delivered, refund or replacement requests are reviewed case by case, taking account of the available delivery information and your applicable consumer rights. A refund or replacement is not automatic.

If an order arrives damaged, defective, or incorrect, contact us promptly with your order number and photographs where possible. Our Return Policy explains how these issues are handled.

View our Return Policy

International orders & customs

If international shipping is available for your destination, your order may be subject to import duties, local taxes, or customs fees.

These charges are the recipient’s responsibility unless they are expressly included at checkout. Customs clearance can add time to delivery. Your local customs office can provide information about destination-specific charges and requirements.

Returns

You may request an eligible return within 30 days after receiving your item. Eligibility, exceptions, and return instructions are set out in our Return Policy.

Please contact us for authorization before sending any items back.