Frequently Asked Questions

General questions

• Can I change my order?

  We can accommodate changes to orders that have not yet entered the shipping process. Once your order reaches the status of 'preparing for shipping,' 'shipping,' or 'delivered,' unfortunately, we cannot accept any further edits.

  
  

  If you need to make changes to your order, please contact us via email at hello@salacaffe.co. We'll do our best to assist you.

• What is the status of my order?

  After placing your order, you will receive a confirmation email allowing you to track its status. Once your order is shipped, a second email will be sent to provide the expected delivery date and a tracking link (when applicable based on the delivery method).

  
  

  For added convenience, you can also monitor the status of your order through the 'Order History' section on your account page on our website.

• Where do you ship?

  We ship both within Australia, and internationally.

  Certain products may not be able to be shipping to certain countries due to loca laws. Alcohol for instance is exclusive to Australia unless buyer has locel import approval.

  Sometimes we will stop supplying a country or region due to advice from our carrier or bank - this advice could be around increased fraud, industrial action or threat or war within that area.

Payment

• What payment methods do you accept?

  You can purchase on our website using a credit card, Paypal, Amazon Pay, Apple Pay, AfterPay and Google Pay.

  You can choose these payment methods at checkout.

• I am from Australia, do your prices include GST?

  No our prices are GST exclusive, this is because we ship globally and every region has different expectations on taxes; so our system looks at the delivery address and then builds the appropriate tax (if any) for that region. As such we can’t include GST into our prices, secondly in Australia our coffees and teas are GST free – due to all of this our pricing is exclusive of GST.

• Which currency will I be charged in?

  You will be charged in the local currency.

  For foreign credit cards, or debit facilities, your bank will apply the corresponding conversion rate.

• Do you offer refunds?

  Unfortunately due to the nature of the items, all sales are final.

Shipping

• Where do you ship? How do you ship?

  We currently ship both domestically in Australia, and internationally.

  We partner primarily with AusPost for all deliveries.

  We try and standardise shipping rates, and automatically add to the order, this is a standard service normally via the postal network, please ensure you leave enough time for the parcel to reach its destination. 

  Please Note: International Shipping

  • Sala Caffé Co ships internationally to select countries.
  • International shipping times vary depending on the destination and may take 7-21 business days.
  • Please be aware that international shipments may be subject to local government import duties and taxes. These charges are determined by customs authorities and are beyond our control. Customers are responsible for paying any additional customs fees or taxes that may apply upon the arrival of their order.
• How long does it take to ship my order?

  Once you've placed your order, it usually takes 24 to 48 hours to process it for delivery.

  Standard shipping time will differ based on service required and destination. In Australia, delivery is 2-5 days depending, internationally delivery could take 20 days.

• Can I collect my order from the Sydney Depot?

  Unfortunately not, we use a specialised 3rd party warehouse solution, and as such we are bound to their security policies, thus to minimise disruptions, loss, etc, all orders need to be shipped.

• Can I track my parcels?

  Yes, as soon as the parcel ships a tracking number will be emailed to you.

Questions regarding the Pods

• Which coffee pod machines can I use with Giordano, Caffè Ottavo and Tè@espresso capsules?

  All our capsules are compatible with Nespresso®* brand coffee machines for home use including Citiz; Pixie; Essenza; Lattissima; U; Maestria and Inissia, and the Espressina pod machine.

• It feels like my machine is firmer to close than usual. Is this normal?

  Yes, that is completely normal. Our capsules (Pods) are made from food grade recyclable plastic; therefore closing the lever may require a bit more effort than usual. The capsule will not damage your machine.

• How do I make a lungo coffee?

  Using a lungo pod, continue the extraction until you have 110ml of coffee in your cup (you can use the lungo button on your machine, if your machine has one). You can enjoy simply as it is, or add steamed or frothed milk to make a slightly stronger latte or cappuccino.

• How do I make an Americano coffee?

  Simply add fresh hot water from your machine or from the kettle to an espresso or lungo to make an Americano. You can then enjoy ‘straight up’, or add a splash of milk or cream to your taste. Mmm, we want a coffee now…

• How do I make a double espresso coffee?

  If you want to make a double espresso, use two capsules one after the other, for a deliciously creamy and invigorating doppio espresso. It should result in a 60ml coffee. Add steamed or frothed milk to make a strong latte or cappuccino.

• How do I make a cup of tea?

  If you’ve just made a cup of coffee with your machine, pour and discard a small shot of water into your cup with the capsule chamber empty to (a) handily warm the cup, and (b) prepare the machine for making a cup of tea. (This isn’t necessary if you’ve just poured a cup of tea, there won’t be any flavour transfer.) Pop a Tèespresso pod into your Espressina or Nespresso® machine and press the button to start extraction as normal – Handy tip: press the lungo button for a longer pour. Fill your cup with delicious, perfectly brewed tea, and enjoy.

  You can use each tea pod up to three times – just leave the pod in the chamber and press the button again! This is especially good for green teas and tisanes like mint and chamomile. You may enjoy black tea (English Breakfast for example) at full strength every time (especially if you intend to add milk), so use a fresh pod for each new cup.

• Is it true your pods are aluminium free and 100% bio-compostable?

  Definitely is. 

Storage and Coffee Use

• How should I store my coffee?

  Our coffee beans are best stored in an airtight container in a cool, dry place (not the fridge or freezer). Your beans worst enemies are air, moisture, heat, and light so be sure to protect them from these factors.

• How long will my coffee stay fresh for?

  Our coffee beans will stay fresh for up to 12 months in the coffee bag when unopened or in an airtight container. Once opened we find that the beans are best used within 4 weeks to get the best flavour and aroma for your at home coffee experience.

• How many coffees will one bag 250g bag make?

  It depends on your coffee machine, but you can expect approximately 10-12 cups of coffee from a 250g bag.

• Are your beans ethically and sustainably sourced?

  Our coffee beans are ethically and sustainably sourced from a variety of locations around the globe.

• Is your packaging environmentally friendly?

  We proudly source products that use environmentally friendly materials for all packaging. 

Work This Us

• I am an influencer/personality/promoter/ambassador and would like to work with you, how?

  First we are absolutely flattered, thank you for thinking about us. We would love to understand more about you, your messaging and audience. As an introduction, jump onto one of our social media channels and DM us, we promise to respond.

   

  Alternatively, jump to www.salacaffe.co/collabs and apply to be an Ambassador.

• Can I distribute for you?

  Again flattered, thank you. We are constantly looking for highly motivated people to work with us. Contact Us and ask for an introduction for distribution.

Olive Oils

• Why are your Olive Oils more expensive than what I buy in Grocery stores?

  Sala Caffé olive oils are crafted using premium, handpicked olives sourced from Italy’s finest groves. Unlike many grocery store options, our oils are cold-pressed within hours of harvest to preserve the highest quality, flavor, and nutritional value. This meticulous process ensures an authentic extra virgin olive oil with a superior taste and health benefits.

• Are grocery store olive oils lower quality?

  Many grocery store olive oils are mass-produced and may contain blended oils from various regions, diluting their purity. Some may not meet true extra virgin olive oil standards, sacrificing quality for affordability. Sala Caffé guarantees 100% pure, traceable, single-origin olive oil with no additives or inferior blends.

• Why does the production process affect the price?

  Premium olive oil production is labor-intensive. Our oils are:

  • Harvested by hand to avoid damaging the fruit.
  • Cold-pressed using advanced methods for unparalleled freshness and flavor.
  • Tested for purity and quality to meet strict standards.
    These steps result in higher costs but ensure a premium product.
• Does the taste of Sala Caffé olive oils justify the cost?

  Absolutely. Sala Caffé olive oils offer a rich, smooth flavor profile with distinctive notes that elevate your dishes, from salads to sautéed vegetables. The superior quality enhances both taste and health benefits, providing more value in every drop.

• Are there health benefits to choosing premium olive oils?

  Yes! Premium extra virgin olive oils like Sala Caffé's are rich in antioxidants, polyphenols, and healthy fats, offering significant benefits for heart health, inflammation reduction, and overall wellness. Lower-quality oils often lack these essential nutrients due to processing methods.

• Why should I invest in higher-quality olive oil?

  Choosing premium olive oils like Sala Caffé ensures you're getting the best in flavor, nutrition, and sustainability. It's an investment in quality and taste, making every meal a gourmet experience.

• Does Sala Caffé support sustainable practices?

  Yes, we work with sustainable, eco-friendly producers in Italy, ensuring ethical farming and production methods. Supporting quality products also supports a better planet!

Alcohol

• I am under 18 years of age can I purchase Alcohol?

  Under the Liquor Act 1992, it is an offence to supply liquor to a person under the age of 18 years.

  Irrespective of your reason for purchase - all alcohol sales to people under the age of 18 years of age is illegal.

• Can you ship alcohol purchases to countries outsideof Australia?

  At this point no we are not exporting alcohol. All sales need to be to a person over the age of 18, and within Australia.

• I previously bought alcohol which is now listed at a different price. Can you honour the new price?

  Unfortunately not. We regularly run promotions, so best to check back and subscribe to our marketing notification service.

• Do you price match?

  We unfortunately can not control what other companies decide to price their offerings, thus as a business we can not offer any price match guarantees.

• Do you offer refunds or exchanges?

  Unfortuantely due to the nature of the items, and for hygience reason, all sales are final.

• How is my order shipped?

  We use common courier and postal services for Australian shipping. Specifically with regards to Alcohol, alcohol containing shippments will only be sent from our QLD facility, whereas other non-alcoholic items may sent from either our QLD or NSW facility. Please note, this may result in your order being split and fulfilled across 2 facilities; if this is the case, this is doen at no additional cost to you.

Bialetti

• How do I use my Moka for the first time?

  We recommend to wash all parts in hot water first and to throw away the first 3 brews. It is really important that you don't use the handle while unscrewing as this can cause the handle to break.

• How do I use my Moka?

  1. Fill the base with water to just below the level of the safety valve.  Be careful not to overfill as the air in the space between the water and the coffee filter is what heats and forces the water up through the coffee. If the water tank is overfilled the result is boiled coffee, with a bitter or burnt taste.
  2. Insert the funnel.
  3. Loosely fill the funnel with espresso ground coffee, do not press coffee down.
  4. Screw the top section firmly to the base.
  5. Place the coffeemaker on a low to medium heat. When using on gas adjust the flame so that it does not extend up the side of the pot.
  6. It takes only 3 - 6 minutes, depending on the size of the coffeemaker and the intensity of heat, until it’s ready to serve.
  7. Remove immediately from the heat once coffee pot is full.  Do not allow to boil and do not put on full heat as this may cause the coffee to have a burnt taste.
  8. Dissemble and hand wash in warm water. Suitable for use on gas, electric and ceramic hobs, NOT suitable for induction. 
• Is my Moka dishwasher safe?

  No, the Moka Express is not dishwasher safe. 

• My Moka leaks water or steam out of the sides.

  • Check the ring, and replace if worn.
    Replacement rings can be purchased from spare parts or your Bialetti stockist.
  • Ensure the top of the water chamber and the ring are clean and free from coffee grounds
  • Ensure you are not using a grind of coffee that is too fine, and it is subsequently getting caught in the spout where the coffee normally comes out. If it is, get yourself a pipe cleaner, take out the ring and filter and give the upper spout a good clean from the underneath side
  • Ensure the coffeemaker is firmly screwed together
• The safety valve is releasing steam and/or pressure.

  • The safety valve is an important safety feature of your Bialetti pot.  If steam or pressure is being regularly released from the safety valve, do not ignore as your pot may be blocked, or have a faulty safety valve.
  • To check for a blockage, disassemble your pot by removing the ring and filter, and cleaning inside the column of the upper chamber. Then check the funnel to ensure it is not bent nor restricting the flow of water. Finally, located in the middle of the safety valve is a small piston, move the small piston in a circular motion to remove any clogging within the valve potentially caused by lime scale or other sediment. 
  • Should after these actions the safety valve continues to activate, cease using your pot immediately and return to your authorised Bialetti stockist for checking/servicing.
• Coffee does not come up to the top of my Moka.

  • Check filter plate (4) is clean and clear of debris. Replace if worn.
    Replacement filters can be purchased from spare parts or your Bialetti stockist.
  • Check funnel (2) fits snugly into bottom chamber (1) and is not bent out of shape or worn around the edges.
    Replacement funnels can be purchased from spare parts or your Bialetti stockist.
  • Ensure the coffee grinds are NOT packed into the funnel as this hinders the flow of the water.
  • Your grind may be too coarse or too fine. Do not use a fine espresso grind as this may clog the coffeemaker.
• The inside of my Moka has gone a white colour.

  This usually happens when the coffeemaker is not dried properly, causing the aluminium to naturally oxidise. To clean the inside, use a dish brush and warm water with a little white vinegar added, and dry thoroughly before storing.

• There is water left in the bottom chamber of my Moka.

  Not all the water goes from the bottom to the top as it is impossible to do so. This is because the funnel is designed NOT to touch the bottom of the pot. Otherwise it is difficult for the water to flow under pressure from the bottom chamber, and up the funnel into the top chamber. For this reason, there is always liquid remaining in the bottom chamber after brewing. Typically what remains also includes coffee infused water that has dripped back down from the funnel. This water left in the bottom chamber is perfectly normal and should be discarded once the pot has cooled.

• What size Bialetti Stovetop should I buy?

  • The size of your Bialetti stovetop depends on how much coffee you like to drink in any one sitting, how strong you like it and how many people join you. When Bialetti says "2 cup", that is to say your stovetop will produce "two espresso cups" of coffee. An espresso cup of coffee generally amounts to approximately 30mls.
  • You must not underfill the water in the base or put too little coffee in the filter to try and achieve a lesser quantity of coffee output because this will affect the pressure and effectiveness of your stovetop. Therefore, when you purchase your Bialetti make sure you are buying the correct size for your typical use. In many Italian household's, there are a couple of sizes in the cupboard to accommodate everyday use, versus when guests are around.
  • Often in people like to drink their coffee with milk and often quite strong (like a classic Flat White). If you were to make a Flat White with a Bialetti stovetop, it would take approximately "2 cups" of coffee, and added milk.