Subscription FAQ's

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SUBSCRIPTION FAQ'S

We've put together a list of the most frequently asked questions regarding our subscription service. If you’re curious about how to make the most of your subscription, or experiencing any issues, you'll find helpful answers below.

We've put together a list of the most frequently asked questions regarding our subscription service.

If you’re curious about how to make the most of your subscription, or experiencing any issues, you'll find helpful answers below.

YOUR SUBSCRIPTION PORTAL

How do I access my subscription portal?

You can access your subscription details via your Friend of Merlo account by following these steps:

Once logged in, you will be able to view your subscriptions.

You can also access your account via our website:

In the menu at the top, click on 'Account,' then log in.

Once logged in, hover over the 'Account' menu again and select 'Subscriptions.'

Alternatively, check any subscription-related email for the 'Manage Subscriptions' link. You will be prompted to log in to your Friend of Merlo account before accessing your information.

How do I edit my name, phone and email?

To edit general information such as name, email or phone, simply log in to your Friend of Merlo account here.
Once logged in you can access your details.

You can also access your account via our website:

In the menu at the top, click on 'Account,' then login.

Once logged in, hover over the 'Account' menu again, select ‘Details and Preferences' from the dropdown, and you can update your name, email and phone.

If you need assistance, please don’t hesitate to contact our Customer Service team via 1800 637 567 (7am-5pm AEST Monday to Friday) or via info@merlo.com.au.

Can I update the grind on my coffee?

You sure can. Simply follow the steps listed above.

How do I update my address?

Go to the ‘View your next order’ tab

Click on ‘Edit address’. Note that updating your address will update the address for all orders, not only the next order.

Select an option for which orders this address will be used for, and fill out the updated address information.

Click ‘Save changes’ to confirm.

Can I add a second address?

Yes you can. To add another address:

Once in your subscription portal, click the ‘Address & payment details’ tab

Select ‘Manage addresses’

Select ‘Add a new address’ and fill out your new address information.

Select the payment method that will be associated with this address and click ‘Save address’ to confirm your changes.

How can I update my payment method?

It's simple to udpate your subscription payment method - simply follow the steps below.
Please note that this will update the payment method for all orders, not just the next order.

Click into the ‘View your next order’ tab

Under the order dollar total, click ‘Edit payment method’. You will be taken to a webpage showing payment methods.

On this page click on ‘Change’ under current card details.

Click ‘Update Card’ to confirm your changes.

UPCOMING ORDERS

Ive got too much coffee, can I delay my next order?

You can update your subscription order quantity and frequency at any time. We offer a large number of delivery frequencies (weekly, fortnightly, 3-weekly, monthly, 6-weekly and 2-monthly) to ensure you are never without coffee, but also that your coffee is a fresh as possible.

Once in your subscription portal, click the ‘Manage subscriptions’ tab.

Under the subscription you want to edit, select ‘Manage this subscription’

Then update the frequency or quantity as required, then select ‘Save changes’ to confirm.

Can I swap a product?

To swap a product:

Once logged in, click the ‘Manage subscriptions’ tab.

Under the subscription you want to edit, select ‘Manage this subscription’.

Scroll to the bottom and select ‘Swap this for a different product’.

Choose a product to swap for the current product and click ‘Swap’.

Review the product options and select ‘Swap product’ to confirm.

Can I get my order earlier?

Yes you can easily get your order earlier that it is scheduled to come, including getting it processed and ordered immediately

After an order is processed, the next charge date for the subscriptions in the order gets recalculated based on the subscription frequency. For example, if the subscription gets delivered every month and today is January 1st, after I click ‘order now’, my next order will now generate for February 1st.

To send your order now:

Click into the 'View your next order' tab

Select 'Send now', and select 'Send this order now' to confirm.

How do I skip my next order?

Skipping your next order will skip all subscriptions within the order. One time products cannot be skipped and will get rescheduled to the following order. Follow these steps to skip an order.

In the ‘View your next order’ tab, click ‘Skip’.

Confirm your changes by clicking Yes, skip this order.

How do I update my next order date?

While you're changing the date, following orders will be rescheduled based on this next order and the delivery frequency of the subscription.

In the ‘View your next order’ tab, click ‘Reschedule’

Select the new order date and click ‘Save changes’ to confirm.

You can also reschedule all subscriptions in an order:

Click the ‘Manage subscriptions’ tab.

Under the subscription you want to skip, select ‘Manage this subscription’. You can also access this page by selecting the subscription product within an order.

Select the ‘Reschedule button’.

Select the new date and click ‘Save changes’ to confirm.

Can I add a 1-time product to an subscription order?

Yes you can add as many 1-time products to a subscription order as you like. This can be done as follows:

In the ‘View your next order’ tab, select ‘Browse all products button.’ You can also select ‘+Add’ from the quick view menu.

Click ‘+Add’ on the desired product.

Select the ‘One time only’ option and click ‘Add to order’ to confirm.

Can I add a discount to my recurring subscription?

If you have been given a special discount code, you do have the ability to add it your subscription. To add a discount code:

Navigate to the ‘View your next order tab’

Click ‘+ Add discount’ text (under the products)

Enter the code and select ‘Apply discount code’.

STILL GOT QUESTIONS?

If we haven't answered your question above, please don't hesitate to contact our Customer Service team via our CONTACT FORM and we'll be in touch soon!