Frequently Asked Questions
Everything you need to know about Kafener. Can't find what you're looking for? Contact us!
Subscription
How does the coffee subscription work?+
After taking our coffee quiz, we match you with coffees that fit your taste preferences. You choose how often you want deliveries (weekly, bi-weekly, or monthly) and how many bags per shipment. We'll send you freshly roasted coffee from our partner roasters on your schedule.
Can I change my subscription plan?+
Yes! You can upgrade, downgrade, or change your delivery frequency anytime from your dashboard. Changes take effect on your next scheduled delivery.
How do I pause or cancel my subscription?+
You can pause or cancel your subscription at any time from your dashboard. If you pause, your subscription will resume when you're ready. If you cancel, there are no fees or penalties.
What is the coffee queue?+
Your queue shows your upcoming deliveries and what coffees are planned for each. You can preview, swap, or skip items in your queue up to 3 days before they ship. This gives you full control over what arrives at your door.
Can I swap a coffee in my queue?+
Yes! If you don't like what's scheduled in your queue, you can swap it for a different coffee from our selection. Swaps must be made at least 3 days before your scheduled ship date.
Coffee & Matching
How does the taste matching work?+
Our quiz asks about your flavor preferences, brewing method, and coffee habits. Based on your answers, we create a taste profile and match you with coffees that align with your preferences. Over time, as you rate coffees, our recommendations get even better.
What if I don't like a coffee I receive?+
Rate the coffee in your dashboard and let us know what you didn't like. We use this feedback to improve future recommendations. If you're really unhappy, contact us and we'll make it right.
Are the coffees freshly roasted?+
Yes! All our partner roasters roast coffee within days of your scheduled ship date. This means your coffee arrives at peak freshness, giving you the best possible cup.
What types of coffee do you offer?+
We offer a variety of Thai specialty coffees including single origins, blends, and various roast levels from light to dark. We focus on Thai-grown and Thai-roasted coffees to support the local coffee industry.
Do you offer decaf options?+
We have a limited selection of decaf options. If decaf is important to you, let us know in your taste profile and we'll prioritize matching you with available decaf coffees.
Shipping & Delivery
Where do you ship?+
We currently ship to all provinces within Thailand. We do not offer international shipping at this time.
How long does shipping take?+
Bangkok orders typically arrive within 1-2 business days. Other provinces usually receive orders within 2-4 business days. We use reliable courier services to ensure your coffee arrives safely.
Is shipping free?+
Yes! Shipping is free on all subscription orders within Thailand.
Can I change my shipping address?+
Yes, you can update your shipping address anytime from your dashboard. Make sure to update it at least 3 days before your next shipment to ensure it ships to the right place.
What if my order is lost or damaged?+
Contact us immediately if your order doesn't arrive or arrives damaged. We'll work with our shipping partners to resolve the issue and send you a replacement if needed.
Billing & Payment
What payment methods do you accept?+
We accept all major credit and debit cards (Visa, Mastercard, JCB, American Express) through our secure payment processor, Stripe.
When am I charged?+
You're charged when each delivery ships. If you're on a weekly plan, you'll be charged weekly. Bi-weekly and monthly plans are charged accordingly.
Can I get a refund?+
If you're not satisfied with your coffee, contact us and we'll make it right. Refunds are handled on a case-by-case basis.
Are there any hidden fees?+
No hidden fees! The price you see is the price you pay, including shipping.
Account & Support
How do I contact support?+
You can reach us at hello@kafener.com or through the contact form on our website. We typically respond within 24 hours.
How do I reset my password?+
Click "Forgot Password" on the login page and we'll send you a password reset link via email.
Can I have multiple shipping addresses?+
Currently, each subscription is linked to one shipping address. If you need to send coffee to different locations, you can update your address before each shipment or create a separate subscription.
Is my personal information secure?+
Yes! We take security seriously. Your payment information is processed securely by Stripe and we never store your full card details. Your personal information is protected and never shared with third parties.
Still Have Questions?
We're here to help! Reach out to our support team and we'll get back to you as soon as possible.