Help & FAQs
No doubt, just like ourselves, your thoughts, inboxes and news feeds are filled with the shifting landscape of the current COVID-19 outbreak and how it will affect your business and your families. At Five Senses, we’re tackling this with a focused team who are meeting daily, making sure we’re doing everything possible to continue roasting and delivering coffees to you while ensuring everyone’s health is a top priority.
The first step in this is that we’re following all Australian Government Department of Health and WHO’s recommendations for hygiene and social distancing (you can keep up to date here). We’ve been dosing out the hand sanitizer liberally and ramped up surface sanitization and deep cleaning regimes. Our personable staff are now stopping their natural urges to handshake, hug or hi-five, instead opting for the footshake or ‘howdy’ from appropriate distances, while many of them are also working from home.
The other thing we’re doing is continuing to roast and send out delicious coffee! While we’re taking every step possible to protect the heart of our business – our roasting and operations teams – in many ways, they’re committed to maintaining supply as usual. Our Coffee Department is working closely with their team, our importers and extended supply chains to ensure access to our green bean stock continues un-interrupted. At this point we don’t forsee any disruption to supply as normal, however, as we know, it’s a rapidly changing landscape. We’ll make sure to keep you informed of any updates to this situation so we can all manage things as smoothly as possible.
-Team Five Senses
All orders are roasted and dispatched within 1-2 business day of the order being placed. Then charges for shipping is as follows:
Shipping for all orders 2kgs or less:
$4.40 for Perth metro
$7.70 for all other areas
For orders over 2kgs:
$7.70 for Perth metro
$10 for all other areas
Please note: All orders shipped to a PO Box address are unfortunately charged double. If your residential shipments get redirected to your PO Box address, we suggest you enter your residential address to minimise shipping charges.
We send all of our orders via priority post, which means you should expect to receive your order within 2-4 working days. Please note that delivery to more remote regional areas may take a little longer.
No one wants to be without coffee, so if for any reason you have not received your coffee within 5 days, please contact us at firstname.lastname@example.org and we’d be happy to follow it up for you.
All International orders are roasted and dispatched within 1-2 business day of the order being placed. Shipping charges are calculated automatically through the website. We send all of our International orders via priority post, which means you should expect to receive your order within 7-14 working days. If your order has not arrived within 14 working days please contact us at email@example.com and we’d be happy to follow it up for you.
See our full International Shipping info here: International Shipping
While our external couriers have reiterated that they remain fully operational during government restrictions on non-essential activity during the COVID-19 outbreak, we still expect some delays to shipping times. If for any reason you have not received your coffee within 5 days (deliveries within Australia) or 14 days (International), please contact us at firstname.lastname@example.org and we’d be happy to follow it up for you.
Just like wine, every coffee is different. So if you’re just getting started on your Five Senses Coffee journey here’s a few quick suggestions:
Coffee with milk…
CROMPTON ROAD BLEND – a nod to full bodied traditional espresso flavours this blend bursts through the milk with bold flavours of bakers chocolate and mazipan.
Coffee with milk and/or black…
DARK HORSE BLEND – whether served with milk or black, this blend is complex in character with delicious herbal undertones.
ARDI, ETHIOPIA – appreciate the nuances of this bright and punchy Ethiopian coffee that’s perfectly suited to filter or long blacks.
For more indepth info on choosing a cover that best suits your palate, check out our ‘Coffee Selection Guide‘.
Buy fresh roasted coffee that clearly identifies the date it was roasted (not a ‘best before’ date) and for maximum enjoyment look to use it all up no later than three weeks after the roast date. The ideal ‘peak’ flavour times are usually found between day 7 and 14, which will be the norm for most of the great cafes you visit. You can still potentially look to use beans for up to 4 weeks, but most of the time, after day 14 the quality and flavour intensity will start to fade and leave you with some very flat cups and sad faces.
Coffee is a seasonal product, just like the fruit we get here in Aus. Chances are your favourite coffee is either:
- Finished up for the season and we’re waiting on a fresh harvest, OR
- A limited release coffee we carefully select to showcase some incredible origins we find in our travels. The bad news is we might not get it in again any time soon. Or maybe we will – only the cupping table will tell!
Yes, we can grind your coffee for you. But we always like to take this opportunity to highlight the benefits of grinding on demand. For all the reasons why, have a read of this article: Why Grind On Demand. The Mazzer grinders and Baratza Settes are fantastic for espresso, and if you’re after a filter grinder take a look at the Baratza Virtuoso. Explore our full range of grinders here.
As the names would suggest, coffees proudly displaying these tags have been roasted with specific brewing equipment in mind. An espresso roast coffee has been developed in the roaster further increasing caramelisation and body, which suits being prepared on an espresso machine to extract delicious elixir. A filter roasted coffee has been less developed in order to retain more of the sparkling acidity that a filtered cup of brew desires.
Essentially the Cleanskin is all of our batch ends for each cafes order as it’s very hard to roast spot on to a cafes specific order quantity due to moisture loss. It’s not actually one or a few different café blends each time. Each cleanskin bag is most likely up to 5 different origins, but no older than 7 days. Cleanskin is a perfect way to save a few dollars, but for a guaranteed and consistent taste profile, definitely stick to our main blends.
To use a voucher or coupon on our website, just enter it at the Customer Information page of the checkout process.
We accept MasterCard and Visa through the credit card payment option, also accept PayPal payments. If you want to use an American Express card, we recommend using PayPal to check out – you don’t need a PayPal account!
Note: we have a known issue with our website not accepting payment from any cards issued by CitiGroup. We’ve found that checking out via PayPal with these cards works.
Our coffee subscriptions are set up to charge you each time an order processes rather than an up-front total payment. Think Netflix instead of a Magazine. This can be cancelled any time!
Things you can do:
- Pause subscription: put the subscription on pause until you restart it.
- Send coffee now: urgently need coffee? We’ll send your next order asap!
- Skip next delivery: got a bit of a stockpile and need a break? We’ll skip the next order for you.
- Change delivery address
- Change dispatch date: change the next dispatch date of your subscription.
- Change frequency: want delivery more of less often?
- Change quantity: up (or reduce!) the amount of coffee delivered.
- Change coffee: found a favourite blend after several deliveries of “choose for me”? Pick your favourite and look forward to every delivery!
- Cancel subscription
To change your payment method from Credit Card to PayPal, you will need to cancel your subscription and start a new one selecting PayPal as the payment option. Here is how to update the Credit Card details on your coffee subscription:
- Head to the Subscriptions tab in the ‘My Account’ section of our website and hit ‘Manage’ on the subscription you’d like to update.
- From there, the ‘Update my Payment Details’ is the section you’re looking for. Click the ‘CHANGE PAYMENT DETAILS’ button.
- This will bring up an overview of the subscription and the payment options. If you’ve already added the new credit card to your account, you can select it. Or select the ‘Use a new credit card’ option to add a new one.
- NOTE: If you’re adding a new credit card, it will bring you to a page titled ‘Checkout’. This page and wording can be a little confusing as the button says “Place my order”. This does not create a new order or subscription – it just completes the payment method update. You’ll notice the payment amount is listed as $0.00.
Unfortunately you can’t select a specific coffee for the single origin or filter subscription – origins come and go over the season and it creates massive issues when we then run out of people’s favourites! If you’re after a specific taste profile each time, we recommend going with a blend subscription – you can choose your favourite blend. Or add a note to your single origin subscription saying“Please send the [ORIGIN]”. Our production team should take note and change the coffee for you. But just note as it requires our team to manually update the order, it’s not 100% guaranteed.
Barazta Purchasing Guide
|Filter Brewing||Filter Brewing||Espresso Brewing||Espresso Brewing||Espresso Brewing||Filter & Espresso|
|Burr size (mm)||40 Steel M3||40 Steel M3||40 Steel||52 Ceramic & 52 Steel|
|Steps of Macro Adjustment||40||40||30||30||30||10|
|Steps of Micro Adjustment||N/A||N/A||N/A||9||9||26|
|Total Steps of Adjustment||40||40||30||270||270||260|
|Speed of Grind||0.8-1.1 g/sec||1.5-2.4 g/sec||3.5-5.5 g/sec||1.2-2.1 g/sec|
|Grounds Bin Capacity||145g||142g||160g||170g|
W / H / D mm
|120 x 350 x 160||120 x 350 x 160||130 x 400 x 240||130 x 360 x 180|
|Encore||Virtuoso+||Sette 30 AP||Sette 270 AP||Sette 270Wi AP||Forte|
|Weight based dosing||✘||✘||✘||✘|
|Time based dosing||✘||✘|
|Suitable for cafe brew bar||✘||✘||✘||✘||✘|