Frequently Asked Questions
In here you will find our most frequently asked questions.
Account & Shipping Questions
Do I need to create an account
No, you may place an order as a guest. However, we highly recommend that you sign up for an account so you can track and review purchases from your account. You can also save your address and personal details which will allow for a smoother shopping experience next time. Also helps us to find your order etc if we need to.
How do I place an order?
Ordering on Coffee and moo is easy, safe and secure. Once you have found the item you would like to purchase, choose any options if applicable then click on the “Add to Cart” button to place it in your Shopping Cart. Follow the directions through the checkout process to complete your order. Your order will not be placed until the very end of the checkout process when you will be asked for your credit card information or online banking to pay by direct credit, or you sign in to your afterpay account to pay via this payment option.
How long does it take to process my order?
We make all items to order. This takes 1-3 business days to process (excluding weekends see below for details)
NOTE: any orders submitted on Fridays (after 12pm) and weekends will be shipped the following Monday/Tuesday.
New Zealand Once your parcel has been collected and scanned by NZ Post, you will receive an email notification. Regular delivery updates will follow after that.
Australia parcels are usually untracked however we would send tracking details if any provided by NZ post.
What payment options do you accept?
For New Zealand orders we accept:
Direct Bank Transfer/Internat Banking
Payment via Credit card is via Paypal or stripe
Afterpay
For all Australia orders we accept:
payment is via Credit Card using Paypal
Afterpayter your content...
How much is shipping costs and when will my order be shipped?
Orders are shipped out Monday to Friday and after your order has been processed generally 1-3 business days (see processing times in question above).
NZ) Due to the courier’s hours of operation, orders submitted on Fridays (after 12pm) and on weekends will be shipped the following Monday/Tuesday. Once your parcel has been collected and scanned by NZ Post or Courier Driver, you will receive an email notification. Regular delivery updates will follow after that.
Shipping times (approximately as once your parcel is with NZ post or courier the time frame is out of our hands)
New Zealand 1-4 business days (after processing time)
North Island Urban $7.50 Flat rate courier
North Island Rural $11.50 Flat rate courier
South Island Urban $9.50 Flat rate courier
South Island Rural $13.50 Flat rate courier
FREE NZ Shipping on orders of $100+ (excluding postage)
Australia 3-13 business days (after processing time)
1 Item $18.00 Standard Post
2 Item $25.00 Standard Post
3+ Item $32.00 Standard Post
FREE Australia shipping on orders of $130+ (excluding postage)
NOTE: Postage times for international orders will vary depending on what time of the year it is especially around holiday times. Shipping may take a little longer.
Customs Fees and Taxes Please note that we take no responsibility for the payment of any customs fees or taxes incurred on internationally shipped items. If you are unsure of your region's threshold for duty fees and tax, we recommend consulting your countries customs website for more information, before placing your order.
If you are not in the countries mentioned above, we can give you a quote on postage. Please use the form at the bottom of the page and let us know the product codes of the items you would like and your full address for the quote, if you are happy with the postage costs, we can invoice you for payment via PayPal. (Codes can be found at the bottom of each product description it will look something like this
SKU: 08IVORYROSEBFLY) or SKU: 10000-18
Where do you ship to?
We ship within New Zealand and to Australia at this time.
However, If you would like to order something but don't live in these countries, we can invoice you via paypal. Please contact us here
Do you have a shop and allow click and collect?
Our little business is a home-based business, and we are online only.
If you would like to Pick Up, we are rural Te Poi/Matamata area.
Please Note: As we work from home, and we make each order as it comes in. We will email you once we have printed your order and it is ready for pick up with our full pick-up address.
Pickup available Monday-Friday Only between 10am-5pm.
Can I return/exchange an item?
Please see our Returns and exchanges policy for more details.
What is my parcel is damaged or lost?
If the package is damaged / lost during shipping, let us know as soon as possible so we can file a claim with the carrier. We will either ship you a replacement or issue a refund after the claim is granted.
NOTE: If you have received the item damaged, please send photos to us so we can put these through with the claim. you can contact us with details, and we will be in touch with you as soon as possible for the photos. If we need the item and packaging returned, we will let you know.
Can I cancel my order?
Yes, you may cancel your order, however, please do this asap as Once your order is packaged and processed, we cannot cancel it. Please Contact us with your name and order number.
Do you sell at wholesale?
For Our designs on our website Yes, we sell our 11oz mugs only at wholesale prices to businesses only. Please contact us for more information. Put wholesale in the subject line.
Please Note: Minimum order is $180 (excluding shipping) wholesale is open to NZ and Australia.
For Your Own logo/ design. Yes, we sell our 11oz and 15oz mugs only at wholesale prices to businesses only. Please contact us for more information. Put wholesale in the subject line.
Please Note: Minimum order is $180 (excluding shipping) wholesale is open to NZ and Australia.
We are happy for you to pick up your order if you are local to Matamata.
Mugs and Tumbler Questions
Do you print your items yourselves?
Yes, all our products are printed by our own little team in house.
We don't use big overseas companies.
Do you have mugs in other colours?
If we do these will be shown on our website or available in the dropdown menu
What size mugs do you have?
We have 2 sizes available 11oz (approx 312ml) & 15oz (approx 426ml)
You can see the size difference here
What size tumblers do you have?
Our tumblers come in the following sizes
For Toddlers 2-3oz (85ml)
For Children 5+yrs 10oz (284ml)
For Adults
15 oz (426ml)
20oz (568ml)
40oz (1136ml)
You can see the different sizes here
What Material are your Mugs and Tumblers made from?
Mugs - Ceramic
Tumblers - Stainless Steel/plastic lid
Drink Bottles - Stainless Steel/Plastic lid
Can I have a photo printed on a mug or tumbler?
Yes, you can. The photo needs to be nice and clear though. If we are sent a blurry photo, it will come out that way on the mug/tumbler. To order one of these use the custom mug or tumbler product page and email us the photos or you can message us with the photo's or any questions you have on our Facebook page. We would be happy to help you. Facebook is generally easier and then we just send you the link to pay from there.
Can I have my own wording, or a name printed on a mug/tumbler?
Most definitely. You can use our custom mug or custom tumbler listing or message us on our Facebook Page. and we can sort it from there for you.
Can we have our company logo put on mugs and tumblers?
Of course, as long as you have a nice crisp clear png image of your logo. You can use our contact us page or message us on our Facebook Page. and we can sort it from there for you.
We can offer a discount for 10+ mugs
Under your product listing it says Hold your mug in option for the tumblers say N/A does that mean they are not available?
not at all it simply means the option is not applicable as the tumblers don't have handles so no need to ask which hand you hold it in
Plushie bears
What are your processing times for a design proof?
Once you place your order, you will receive a design proof from me within 48 hours. If you are ordering a custom design, please allow for additional time. (please make sure to check your emails and spam folders)
How long after I accept the design proof will my plushie be printed?
Once you accept the design proof, our skilled team will begin the process of bringing your plushie to life. The time it takes to print your plushie can vary, but typically, after design proof acceptance, the production phase begins within 24hrs. (excluding weekends)
What can I have on my plushie bear?
Anything really, if you are unsure, please contact us first via the enquiry form below.
Can I have a photo on my plushie bear?
Yes of Course, For optimal results, it is advisable to submit high-resolution, high-quality images. The photos should be well-lit and have minimal shadows. Ensure that you send the original image. Do not crop the photo or apply a filter to it, as this reduces the image's quality, alters the colors, and decreases the megapixel count, resulting in a low-quality image that will not reproduce well. Additionally, please refrain from submitting pictures with Snapchat type filters. Please email your image to doreen@coffeeandmoo.co.nz
Clothing
What size tees do you have?
We have
Adults S,M, L, XL, 2XL, 3XL, 5XL
Children 2, 4 , 6, 8, 10, 12, 14, 16
What Colour tees do you have?
We generally have Black, White, Navy or Grey however, we select colors that we believe best complement the image printed. However, we can provide other colors upon request, although we cannot guarantee that the image will look as intended. Should you desire an alternative color, please feel free to use the form provided below to inquire.
What material is your clothing made from?
Please see our clothing item/s descriptions for details as it all depends on the brand of clothing.
Got a question we haven't covered? Drop us a line using the form below.
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New Zealand's number one Gift Boutique. Creating Coffee Mugs and Tumblers, Clothing and giftware
Products are Designed and Printed in Rural Matamata, New Zealand
Prices in NZD