Shipping & Returns

We roast to order and ship the world’s rarest coffee from Aceh Tengah, so it reaches you as close to the roast date as possible. Here is what to expect, and what to do if something arrives wrong.

Shipping

Where We Ship

Worldwide, from our office in Aceh Tengah, Indonesia.

Processing and Delivery Times

Every order is roasted to order, so your coffee leaves our roastery as close to its roast date as possible. You will receive a tracking number by email as soon as the parcel is dispatched.

Shipping Rates

Your shipping cost is shown at checkout, before you pay, based on your delivery address.

At Original Luwak, customer satisfaction is our top priority. We are committed to providing premium wild Kopi Luwak of the highest quality. This Return and Refund Policy is designed to ensure a fair and transparent process should you encounter any issues with your order.

1. Eligibility for Returns

Returns are accepted under the following specific conditions:

  • The product is damaged or defective upon receipt.
  • The product received is incorrect (e.g., wrong type, size, or quantity).

Return requests must be submitted within 7 calendar days from the date of product receipt, based on shipping tracking information.

Important Note: Due to the consumable nature of our products, returns based on personal taste preferences are not accepted. Additionally, if the packaging has been opened, returns will not be accepted unless the product is damaged or incorrect.

2. How to Initiate a Return Request

To begin the return process, customers need to contact ORIGINAL-LUWAK.COM at info@original-luwak.com and provide the following details:

  • Order number
  • Photos of the received item(s), including the packaging
  • Reason for the return

Our team will verify the issue and provide return instructions within 2 business days.

3. Return Shipping Costs

  • If the return is due to an error on Original Luwak’s part (damaged or incorrect item), we will cover the return shipping costs.
  • If the return is not due to our error, the customer is responsible for the return shipping costs.

4. Refunds

Once the returned product is received and inspected, Original Luwak will notify the customer via email. Refunds will then be issued to the original payment method within 5–10 business days.

5. Non-Returnable Items

The following items are generally not eligible for return:

  • Products that have been opened or partially consumed.
  • Discounted, promotional, or clearance items, unless they are damaged or incorrect.
  • Return requests submitted after 7 days from the product receipt date.

For any questions regarding this policy, customers can contact Original Luwak via email at info@original-luwak.com.

Questions about an order? Contact us.