Frequently Asked Questions
Everything you need to know about Kafener. Can't find what you're looking for? Contact us!
Are You a Roaster?Roaster FAQ
Shipping & Delivery
How much is shipping?+
Shipping is a flat ฿60 fee for all orders, or free on orders of ฿800 or more. Remote areas (islands, mountains, deep south) have a +฿50 surcharge. This covers nationwide delivery within Thailand.
Why was I charged twice for shipping?+
You shouldn't be! Kafener charges only one flat shipping fee of ฿60 per order (or free over ฿800), regardless of how many roasters you order from. If you believe you were charged twice, please contact us at hello@kafener.com and we'll look into it right away.
Who do you ship with?+
Each roaster chooses their preferred courier. Common carriers include Flash Express, Kerry Express, J&T Express, Thailand Post, and Best Express. When your order ships, you'll receive a tracking number that works with the roaster's chosen courier.
Do you ship internationally?+
Currently, we only ship within Thailand. We're focused on connecting Thai coffee lovers with incredible local roasters first. International shipping may be available in the future.
How do I track my order?+
Once your roaster ships your order, you'll receive a notification via email or LINE with your tracking number. You can also view tracking information in your dashboard. Click the tracking link to follow your package in real-time through the courier's website.
How do I track my different packages?+
Your dashboard will show each roaster's fulfillment status separately. You will receive a unique tracking number for each package via LINE and email as soon as the roaster ships your order.
What if my order is lost or damaged?+
Contact us immediately at hello@kafener.com if your order doesn't arrive or arrives damaged. We'll work with the roaster and courier to resolve the issue and send you a replacement if needed.
Billing & Payments
What payment methods do you accept?+
We accept all major credit and debit cards (Visa, Mastercard, JCB, American Express) through Stripe, our secure payment processor.
Is my payment secure?+
Yes, 100%. We use Stripe, a payment processor certified at PCI DSS Level 1—the highest security standard in the payment industry. Stripe Radar uses AI to detect and prevent fraud in real-time. Kafener never stores your card details on our servers.
How do refunds work?+
If there's an issue with your order—wrong item, damaged package, or quality concern—contact us at hello@kafener.com. We'll work with the roaster to resolve the issue and process a refund or replacement as appropriate. Please reach out within 7 days of receiving your order.
Have a Question We Didn't Answer?
Message us on LINE for quick answers and support.
Prefer Email?
We're here to help! Reach out to our support team and we'll get back to you as soon as possible.