Online Shopping Policies

As part of our HACCP certified food safety program we cannot accept food items for return if you change your mind. Returned products will only be accepted on the occasion that we sent you the wrong products or they are damaged.

If products are to be returned, they MUST be unopened, and in the original packaging and returned within 14 days of purchase. Please retain your Invoice/receipt in the event of any return, as we require proof of purchase before any refunds can be processed.

If incorrect products have been sent to you, you must notify us of the error within 7 days of delivery. We will arrange the incorrect goods to be returned to us at no charge to you. The correct goods will be dispatched immediately with no extra postage charges incurred by the buyer. You are required to pay any charges if you have ordered the incorrect products and ship the products back to Genovese Coffee.

We will only offer a refund if the product returned to us is unused and not damaged. Please note that this will only occur in case we sent you the incorrect products or they are damaged on arrival. We can only process products purchased from our website, http://www.genovese.com.au/ and provide advice on products available on our website.

We aim to provide you with quality products to satisfy your needs. If you are dissatisfied with or have any complaints about any of our products and/or services, please email us at enquiries@genovese.com.au. We will answer your emails as quickly as possible. This is our promise to you because your satisfaction is our primary concern.

We advise all our customers to review this Delivery policy and returned merchandise / refund policy page frequently as this Policy may be amended by us at any time without specific notice to you. The latest Policy will be posted on this site and you should review this Policy prior to using this site.

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Online Shopping Policies

What information do we collect and how do we use it?
When you place an order through this website, we need to know your name, e-mail, phone number, address and credit card details if paying by credit card. This allows us to process and fulfill your order successfully. It also helps us in maintaining your account.

How does Genovese protect customer information?
When you place orders, we use a secure server. The secure server software (SSL) encrypts all information you input before it is sent to us. Furthermore, all of the sensitive customer data we collect is protected by several layers of encryption and several layers of security to prevent unauthorised access.

Credit Card Details
All credit card payments are processed securely through the eGate Payment Gateway and ANZ. Payment by credit card is the fastest way to receive your order as there is no clearance delay. Genovese Coffee does not store any credit card information on our servers.

What about Cookies?
“Cookies” are small pieces of information that are stored by your browser on your computer’s hard drive. Our cookies do not contain any personally identifying information. They allow you to place your online order and to login once you are subscribed. Most Web browsers automatically accept cookies, but you can usually change your browser to prevent that. You will need cookies enabled to use the Genovese Coffee website.

Your Consent
By using our website, you consent to the collection and use of this information by Genovese Coffee. If we decide to change our privacy policy, we will post those changes on this page so that you are always aware of what information we collect, how we use it, and under what circumstances we disclose it.

Payment Gateway Info
Our payment options presently available are limited but, most importantly, safe and secure. We offer Credit Card payments for general users and Purchase Orders for approved wholesale customers. Credit Card payments are made directly through a 128 bit SSL Encryption software to ensure your personal details are kept safe. None of your payment details are stored – this ensures you will be happy with the security of your transaction.

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Online Shopping Policies

Personal Information
•   It is our usual practice to collect personal information directly from you.
Sometimes we collect personal information from a third party if you have consented or would reasonably expect us to collect the information in this way, for example from publicly available sources such as websites or telephone directories.
We do not collect personal information about you if you only browse this website. This website only uses session cookies during the login and shopping process.
   
Uses
•   We only use your personal information for the purposes for which you give it to us and for related, internal management purposes.
We do not give information about you to government agencies, organisations or anyone else unless one of the following applies:
– you have consented
– you’d expect us to or we have told you we will
– it is required or authorised by law
– it will prevent or lessen a serious & imminent threat to somebody’s life or health or
– the disclosure is reasonably necessary for law enforcement or for the protection of public revenue.
We analyse non-identifiable website traffic data to improve our services.
   
Your choices
•   You may access personal information that we hold about you or you can ask us to correct personal information we hold about you.
If you are on one or more of our email lists you may opt out of further contact from us by clicking the unsubscribe option in all emails.
   
Important information
•   Genovese Coffee is bound by the Information Privacy Principles of the Privacy Act 1988.
Our website follows the Privacy Commissioner’s Guidelines for Federal and ACT Government Websites.
   
How to contact us
For further information contact us on 03 9383 3300 or alternatively you can write to us at 2 Nicholson Street East Coburg VIC 3058.
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Online Shopping Policies

Order deadline and delivery times
We undertake to despatch your order from Melbourne the same day if the order is placed before 12:00 noon local time. Delivery is made via Australia Post e-parcel and you can choose between a Standard and Express service. Standard service delivery times are similar to postage times to your area while the Express service guarantees delivery the next working day.

We can arrange same-day delivery in Melbourne via a courier if this is important to you. Please call us directly so that we can provide you with a quote for the delivery and organise it as soon as possible.

Delivery destinations
All our products can be delivered to Melbourne, Sydney, Brisbane, Adelaide, Perth, Canberra, Hobart and just about everywhere else across Australia unless specified otherwise.

Weekend deliveries
Orders placed over the weekend will be despatched on Monday. Call a customer service representative on 03 9383 3300 to enquire, or contact us via email.

Recipient not home
If the recipient is not home when your delivery is made, the following will occur depending upon circumstance & the service being used.

The delivery will be left on the doorstep if you have ticked the “Authorisation to Leave” box on the shipping details page.

If you have not provided authorization to leave, a calling card will be left at the door or in the letterbox notifying you that the parcel is available for pick-up from a local post office.

Please add any information to the Order Notes that will help us to ensure that your delivery meets your requirements.

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EspressoMenu

espresso-menu-icon1 FLAT WHITE
1 Flat White = 30ml Espresso + 180ml finely textured milk + 2 – 5mm foam.
Use a Double Ristretto for more intense coffee flavour.
Cup = 220ml
espresso-menu-icon2 CAFE LATTE
1 Cafe Latte = 30ml Espresso + 180ml finely textured milk + 1cm foam.
Use a Double Ristretto for more intense coffee flavour.
Glass = 220ml
espresso-menu-icon3 CAPPUCCINO
1 Cappuccino = 30ml Espresso + 180ml finely textured milk + 1 – 2cm foam.
Dust chocolate Powder over the top of the Cappuccino.
Use Double Ristretto for more intense coffee flavour.
Cup = 220ml
espresso-menu-icon4 MOCHA
1 Mocha = 30ml Espresso + measure of chocolate
+180ml finely textured milk + 1 – 2cm foam.
Dust chocolate Powder over the top of the Mocha.
Use Double Ristretto for more intense coffee flavour.
Cup = 220ml
espresso-menu-icon5 PICCOLO
1 Piccolo Latte = 30ml Espresso + 50ml finely textured milk + 1cm foam.
Use Double Ristretto for more intense coffee flavour.
Glass = 90ml
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EspressoMenu

espresso-menu-icon1 ESPRESSO
1 Espresso = 30ml pour from Single basket
2 Espressos = 2 x 30ml pours from Double basket
Cup = Demitasse
espresso-menu-icon2 RISTRETTO
1 Ristretto = 10 – 15ml pour from Single basket
Cup = Demitasse
espresso-menu-icon3 DOUBLE RISTRETTO
1 Double Ristretto = 20 – 30ml pour from Double basket
Cup = Demitasse
espresso-menu-icon4 MACCHIATO
1 Macchiato = 30ml Espresso with 1 – 2 teaspoons of warm milk & milk foam
Cup = Demitasse
espresso-menu-icon5 LONG BLACK “Americano”
1 Long Black = 60ml Double Espresso pour from Double basket over 75 – 125ml hot water
“Traditional Lungo” = 150 – 200ml pour from double basket
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Troubleshoot

 

 

 

Consistency is paramount. Customers expect the same great tasting coffee every time. Here are some likely causes of inconsistency.

Dump weight from grinder varies from dose to dose.
Dosing chamber needs thorough cleaning.
Dosing chamber has insufficient coffee.
Incorrect use of dosing lever.

Extraction volume varies from Group to Group.
Volumetrics require reprogramming.

Crema volume varies with each extraction.
Dump weight is inconsistent.

Flow rate varies with each extraction.
Dump weight is inconsistent.

Please note:  Our barista training courses give Baristas the skills to produce consistently great coffee.

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Troubleshoot

 

 

 

Water is leaking over edge of basket during extraction.
Filter basket rim is damaged. Replace filter basket.
Group seals are worn or damaged. Replace seals.

Brew pressure is incorrect.
Pump pressure should be 9 bar during extraction. Call for service if necessary.

Water filter is clogged.
Restricted water flow through a clogged filter will affect the taste of espresso. Replace your water filter at the recommended interval.

Extraction temperature is incorrect.
The boiler pressure should be 1.0 – 1.2 bar. Higher or lower boiler pressure can affect the taste of espresso.
Clogged water filters can also affect extraction temperature. Replace your water filter at the recommended interval.

Please note:  Our barista training courses give Baristas the skills to produce consistently great coffee.

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Troubleshoot

 

 

Here are some likely causes of unsatisfactory espresso.

Extraction parameters are incorrect.
Go to our Extraction Guide page.

Grinder dosing chamber needs cleaning.
Remove build up of coffee from all surfaces in dosing chamber.

Grinder blades are worn.
Call for service.

Group Head is dirty (shower screens).
Correct chemical backflushing is required more regularly. Severely dirty screens may need replacing.

Damaged shower screens.
Buckled or perforated shower screens will affect the flow of water through your espresso.  Call for Service.

Handles & baskets are dirty/damaged.
Replace filter baskets that have cracks in the filter or rim.
If handles & baskets are dirty, they require more regular soaking in boiling water & espresso cleaning powder.

Slow water flow through Group Head.
Blocked water filters will restrict water flow through your espresso.  Replace water filter cartridges at recommended intervals, or sooner if necessary.

Please note:  Our barista training courses give Baristas the skills to produce consistently great coffee.

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Extraction Guide

The following guide is intended for our “Super Brazil” blend –  a very flexible blend that produces great results within broad extraction parameters.

This method requires compact scales with 0.1g resolution for measuring ground coffee and also measuring extracted coffee liquid.  We also offer comprehensive training that explains this process in detail.

How much coffee should I use?
We recommend 19 – 20 grams in a double basket, and 12.5 – 13.5 grams in a single basket.

How much coffee liquid should be extracted?
For Espresso we recommend 38g – 48g for Double Espresso, and 25g – 31g for Single Espresso.
38g & 25g extractions are best suited for Espresso or milk coffee in 5oz – 7oz cups.
48 & 31g extractions are best suited for milk coffee in 8oz take away cups.
For Ristretto we recommend 25g – 30g for Double Ristretto and 17g – 20g for Single Ristretto.

How long should it take to extract Espresso?
We recommend an ideal extraction time of 27 seconds for Espresso, however 24 – 30 seconds produces great results.

How do I change my extraction time?
Extraction time (flow rate) should be controlled by adjusting your grind setting.
Coarser grind = Increases flow rate.
Finer grind = Decreases flow rate.

Please note:  This information is intended as a guide for espresso, and is no substitute for the comprehensive Barista Training Courses we offer.

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