Questions?

Got a question? Please read the FAQ's below. If you can't find the answer you are looking for you can contact us here.

Our Coffee

I'm new to Viet coffee - where do I start?

New to Vietnamese coffee or already a dedicated fan?

If this is your first time trying Viet coffee with us, we'd definitely recommend starting with our most popular Vietnamese Coffee Starter Pack.

This pack comes with all the essential goodies you need to make authentic Vietnamese coffee at home.

What is Vietnamese coffee?

Vietnamese coffee is coffee that originates from Vietnam. Yes, that's right—Vietnam produces its own coffee!

In fact, Vietnam is the second-largest exporter of coffee in the world after Brazil. And it's also the number-one exporter of robusta beans which we have all come to love when we drink the famous Vietnamese iced coffee (cafe sua da).

We seek to bridge cultures through coffee, and we want our Vietnamese coffee to be included in the coffee conversations.

Where is your coffee sourced?

We source our coffee from the central highlands of Vietnam in the city of Dalat, Lam Dong Province.

This region is known for its coffee growing climate, which has a mild climate with plenty of rain and sunshine throughout the year.

It's perfect for growing quality coffee beans!

What's the difference between arabica and robusta?

There are two main types of coffee beans that you'll hear about in the coffee world: arabica and robusta.

The first difference between these two kinds of beans is that robusta beans have 60% less sugar, 60% less fat, and nearly 2x more caffeine than arabica beans. This means that robusta beans are stronger in flavor and bolder than their lighter counterparts.

Arabica beans, on the other hand, tend to be lighter and sweeter than robusta beans because they have a higher sugar content and lower caffeine content than robusta beans.

What does single origin mean?

Single origin refers to coffee beans sourced from one single producer, crop, or region in one country.

Generally, this indicates higher quality beans because they are not mixed with beans from multiple countries where it becomes harder to track each country’s production quality.

Can I make a latte with Vietnamese coffee?

Of course you can make a latte with our Vietnamese coffee beans!

Just treat it like any other coffee, pull a beautiful shot of espresso that will make the perfect base for a latte.

Do you add any butter or flavouring to your coffee?

We're not just about the coffee. We are about the coffee.

And we're about the farmers who produce it for us.

We don't add anything to our brews—no chicory, no butter, and definitely no flavorings or additives. We rely on our farmers to produce high-quality beans that will speak for themselves when you taste them.

Do you do wholesale?

Yes, we do wholesale!

But only for a select few clients. As we are a micro roastery, our supply is scarce—which means we're only looking to work with those who believe in our mission.

If this sounds like you, we'd love to work with you.

Please reach out to us at hello@whatdaphin.com or complete this form with any questions or to get started.

Where is your coffee roasted?

We couldn't be more proud to say that What Da Phin coffee is roasted in the coffee heart of Australia, Melbourne.

We import green beans from Vietnam and roast them in Melbourne, so you know you're getting the freshest coffee possible.

Our beans are sourced from some of the best farms in Vietnam—and we're always looking for new ones! We roast them in small batches so they retain their freshness and flavor (i.e., they don't get stale).

We think you'll love our coffee as much as we do!

How do I store my coffee?

If you're a coffee lover, it's important to keep your beans in the best condition possible so that you can enjoy them for as long as possible.

Coffee beans will oxidize over time. We recommend keeping them in an airtight container in a cool dark place away from heat and sunlight. You may also keep it in the original coffee packaging and squeezing out all the air inside the bag.

Which What Da Phin coffee has the highest caffeine content?

If you're looking for a coffee that will give you a kick in the morning, look no further than robusta.

This bean has the highest caffeine content of any coffee species, so it's perfect if you want to get your day started off with a little pep in your step.

Robusta is also known for its bold flavor and strong body, which means it pairs well with milk and sugar—or just by itself!

Do you have fair exchange with farmers?

At What Da Phin, we see our farmers as family.

We do business in a Vietnamese way: with a handshake and a promise to treat each other like family—respectfully, honestly, and with mutual respect.

We know that coffee is more than just a commodity. It's a way for farmers to provide for their families, send their kids to school, and build a future for themselves. And we don't want to get between them and that future.

That's why we let the farmers set the price which can sometimes be 2-3 times more than Vietnam's market rate.

Vietnamese Phin & Brewing Info

How do I make authentic Vietnamese coffee?

You're going to love this!

See our brew guide here to learn how to make the most authentic Vietnamese coffee (Cà phê sữa đá) just like how the millions of Vietnamese do it.

What’s the best grind size to use with my phin?

Interesting question!

For Vietnamese phin filter, we recommend using a fine to medium grind size. Too coarse and the water will flow through too quickly and not fully extract all the caffeine goodness.

Your first drip should be within the first minutes and last drip by 5 minutes.

How do I clean my phin filter?

Cleaning the Phins are super quick & easy!

We recommend to hand wash with a soft sponge and detergent.

Shipping & Delivery

What is pre order?

We are so grateful for all of you, and we love that you love our products! You're the best.

Because we know you're going to be so excited about these new products and want them ASAP, sometimes when they start selling like hot cakes we unfortunately have a hard time keeping up with demand. If this happens, we'll put the product up for pre-order before it's even arrived, with the date in brackets next to the product name. This way, customers can reserve their favorite products and ensure they get their hands on it as soon as possible.

We know what date our stock is due to arrive, so this is the date in brackets next to the product name.

All orders will then be shipped out to our customers on that specified date. This allows our customers to reserve their favorite products and ensure they get their hands on our awesome products.

How long is the shipping time?

Great question!

All of our shipping times are listed in the product description—so you can see exactly how long it will take for your order to arrive, no matter what.

Once your order is placed, it will be carefully hand-picked and packed by our friendly caffeinated team. It's important to know that the process can take up to 72 hours from order placement.

COFFEE BEANS & PHIN FILTERS

Our roastery is located locally in Melbourne, Australia.

For standard domestic orders, please allow 5-7 business days for items to arrive. For express shipping please allow 1-3 business days for items to arrive. 

For International orders, please email us at hello@whatdaphin.com to arrange customised cost effective shipping.

OTHER PRODUCTS

We partner with many suppliers across the globe and shipping times vary depending on where the product is being shipped from. For a more accurate shipping estimate, please view the shipping times outlined on the product page.

For more info see our Shipping Policy.

How can I track my order?

Good question!

Orders usually ship within 72 hours. Once your order has shipped, you’ll receive an email with tracking details so you can keep a close eye on your order until it reaches its destination. 

Please note if you order multiple items in a single order, items may ship from multiple locations depending on stock availability. We do this to ensure you receive your full order as fast as possible.   

Do you ship internationally?

Yes! We ship internationally.

Please note that we are not responsible for customs fees or taxes you may incur when importing our products into your country.

For bulk international orders, please email us at hello@whatdaphin.com to arrange customised cost effective shipping.

What is your refund policy?

We understand that things don't always go according to plan. If you're not satisfied with the product, or if it doesn't meet your needs, we'll refund you within 30 days of purchase as long as it within our refund policy.

For more details please read our refund policy.

Help, I'm missing parts of my order?

We try to ship all our products together as often as possible.

However, as we work with a variety of suppliers, sometimes products may be shipped separately. Don't worry—your products will arrive!

If your order isn’t delivered within 20 working days, please contact us and we can launch an investigation with our shipping partners.

My order is lost or missing?

We're so sorry to hear that your order hasn't arrived yet!

We know it can be frustrating to wait for your products, but we promise we'll do everything we can to get them to you as quickly as possible.

If your order isn’t delivered within 20 days, please contact us and we can launch an investigation.

Can I change my shipping address?

Oops! We know it's not fun when you accidentally enter the wrong shipping address.

But don't worry—we can absolutely help change this for you! Provided your order has not shipped, please send us the new details asap and we can change this over for you.

Please note: If you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!

Coffee Subscription

How subscriptions work

Subscriptions are automatically renewed according to your selected delivery interval and the products will be automatically delivered by the shop after each successful renewal.

For example, if you started a monthly subscription, then the system will automatically charge your credit card each month and you will get the products to your doorstep each month, without the need to place the order by yourself!

Can I pause or cancel a subscription?

Yes, of course. You can pause or cancel a subscription any time you want in the customer portal.

Please note coffee orders do have a minimum 2 order before you can cancel.

The customer portal can be accessed through the magic link you received in the email that was sent to you when you placed an initial subscription order in the shop. You can also access your subscriptions if you create an account in your shop.

If at any time, you would like to get into contact with us, simply fill in the form or email us at hello@whatdaphin.com and we will get back to you within 24-48 hours (not including weekends).

How can I skip or reschedule a charge?

You can skip or reschedule the charge in the customer portal. Each scheduled delivery will have a Skip payment button next to it, which you can use to skip the charge. You can reschedule the charge by clicking on the Reschedule button next to the delivery date.

Can I add products to my subscription?

Of course. You can add products to your subscription in the customer portal. Just click on theEditbutton in the products card and edit, remove or add products to your subscription.

What happens if the payment can't be processed?

If the subscription can't be renewed because a payment can't be processed you will receive an email with a link where you can safely update your payment method.

Returns & Exchanges

What is your returns policy?

We know that reading a refund policy can be boring, but we want you to have all the details up front.

We'll be happy to refund your purchase for up to 30 days from the date of delivery or receiving your order, as long as the items are eligible for return.

Please note: Not all items are eligible. Eg. Opened coffee bags

To be eligible for a return please read our refund policy for all the nitty gritty details.

How long do I have to return my products?

We want you to be completely satisfied with your purchase.

If you're not, you can return it within 30 days of receiving it and we'll refund you.

Please refer to our returns policy for more information.

Can I exchange my order for a different product?

That's definitely something we can do, provided it's returned within 30 days of purchase.

Please note that all products must be returned in as new condition—we cannot accept returns on items that have been used or damaged.

Do I have to pay for returns?

We're so sorry to hear that you're not loving your purchase. We understand that it can be hard to return an item, so we've compiled any easy process for you!

How do I start a return?

To start a return, you can contact us at hello@whatdaphin.com. If your return is accepted, we’ll send you instructions on where to send your package. Items sent back to us without first requesting a return will not be accepted.

You will be responsible for paying for shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

How long does it take for my return/exchange to be processed?

Once we've received your returns package, inspected it, and approved the return, we'll issue your refund or exchange immediately.

It's always a good idea to take a photo of the tracking number and post office receipt as proof of your return.

How long does it take for my refund to be processed?

We understand that the refund process can be stressful, and we're here to help!

Our refund processing time is usually within 24 hours, but it can sometimes take up to 72 hours.

You will receive an email confirming this has been processed from our end, and then you can expect your refund in your bank account within 2-7 business days.

If it's taking any longer, please contact your bank or merchant (Afterpay) directly.

Payment

How secure is your payment?

We take your privacy and security very seriously.

When you make a purchase - we use Shopify Payments, which uses SSL certificates to ensure that your information is protected from data theft.

You can be confident shopping with us!

What payment types do you offer?

We accept all the usual payment, such as credit cards as well as debit cards that can be used for online transactions.

In addition to this, we also accept payments via PayPal, which allows you to make a secure and safe payment using your bank account or any other card that you might have.

Need more time to pay? No worries - we also offer Afterpay payment plans.

Do you have payment plan options?

We understand that sometimes you need a little more time to pay for your order.

We offer Afterpay payment plans, so you can get what you love sooner rather than later!

Please note you will need an Afterpay account before proceeding with this payment method,

What currency is your store in?

All pricing is listed in Australian dollars (AUD).

We hope this helps you to shop more conveniently and confidently!

How do I use the discount code?

It's easy! Just add all your favorite items to your cart and head to checkout.

On the right-hand side of the page you'll see a box to enter your code and make sure to click 'Apply'.

Now you can see the awesome savings you've made!

Contact Us

Do you have an email list?

Yes! We have the option to sign up for our newsletter on every page of our site. You'll be notified about new content, coffee industry updates, recipes and Vietnam travel tips.

*Important: Don't forget to check junk & accept emails after you subscribe!

I have a problem with my order, what can I do?

If you have an problem with your order, we'd love to help!

Contact us at hello@whatdaphin.com.

Make sure to include photos and details so we can identify the problem.
We'll do everything we can to make sure you're happy with your purchase.

I need to cancel or change my order!

We know you're excited to get your order, and we are too! But just in case you need to make a change or cancel it entirely, please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request.

If it has already been dispatched from our fulfilment partner, you will need to go through our returns process.

As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.

How do I contact you?

We are always happy to hear from you!

If at any time, you would like to get into contact with us, simply fill in the form or email us at hello@whatdaphin.com and we will get back to you within 12-24 hours (not including weekends).

How do I provide feedback?

We love hearing from our customers!

We strive to be the best and we care about coffee and products. We would love for you to reach out if you have any feedback for us or just want to share a story about how our product/s makes your life better.

If you have any questions or concerns, please email us at hello@whatdaphin.com.

Where are you located?

We're proud to call Melbourne, Australia our home.

Our headquarters and roastery are both located in Melbourne, and from there, your products start out on their journey into the world.

*Please note: Our headquarters and roastery is not a retail store and we hold no stock there, and we are unable to offer collection at any of our fulfilment centres.