What Delivery Options do you offer?
We use Royal Mail Tracked 24 or 48. For more information please refer to our Delivery Information Page.
How can I check the status of my order?
Please log on to your account to see if your order has been shipped. Upon shipping you will receive an email confirming shipment. In this email you will also receive a Tracking Number to track the progress of the shipment.
My Voucher/Promo code doesn’t work.
If your voucher/promo doesn’t work, please check to ensure it is still valid and that you have met the voucher criteria (i.e if the voucher is for purchases over X amount) If you believe that your order qualifies and is still not working, please contact us on 0207 437 2480 for assistance.
I forgot to enter my voucher code!
Please contact us on 0207 437 2480 as soon as possible. If the order has not yet been processed or shipped, we will be able to apply the voucher manually (if applicable)
How long will it take to get my order?
We are a small office with a small handful of lovely hard-working people processing and packing your orders. We endeavor to process all orders within 24 hours of receipt, but this is not guaranteed. During busy periods, please allow up to 72 hours. From dispatch your order should take 24 or 48 hours according to the shipping choice made, however, these timescales are approximate and not guaranteed.
I’ve ordered 1KG of coffee but I am being charged for over 1KG shipping, why?
Please note that Royal Mail consider the weight of the parcel in its entirety including packaging. Therefore, if you order 1KG of coffee, your parcel will be over 1KG including packaging materials hence the shipping bracket will be higher.
Can I order over the phone?
Yes! We still like to talk to our customers. You can call us on 0207 437 2480 from Monday to Friday from 9am to 6pm.
SHIPPING & RETURNS
How long does shipping take?
We offer Royal Mail Tracked 24 service which aims to be delivered within 24 hours and Tracked 48 which aims to be delivered with 48 hours. However, these are not guaranteed.
Can I track my order?
When your order has been shipped you will receive an email containing your Tracking Number.
How do I qualify for free shipping?
Free shipping is applied on all orders over £50 (after applied discounts only).
Do you ship abroad?
Yes, we do! We ship worldwide and the shipping price varies according to weight and destination. If you would like us to ship to you and you are outside of the UK please email us at firstname.lastname@example.org
and let us know what you would like to order and where you would like us to send to and we shall obtain a shipping quote and confirm with you. Please note, any duties or taxes due upon delivery are the responsibility of the customer.
What are your return and cancellation policies?
Under United Kingdom Distance Selling Regulations, you have the right to cancel the contract for the purchase of any item within seven days of delivery. However, this is not applicable to the supply of food & beverages. Please note that you will be responsible for the cost of returning the goods to us unless we delivered the item to you in error or the item is faulty. Returned goods remain the customer's responsibility until they reach our store. Returned goods must be in 'as new' condition and in the original box and packaging. We will refund returns postage for an item which is faulty, damaged or sent to you in error.
Do you do refunds and exchanges?
There are no refunds for exchanges on food or beverage items. You may return nonperishable goods for an exchange or refund within 28 days of receipt of goods. Any costs to return or exchange are the responsibility of the customer. Refunds due will be made to the original payment method within 30 days of the cancellation of the order or return of the goods.
Can I amend my order?
If you’d like to amend your order, please call us asap on 0207 437 2480 and, if it has not yet been processed and packed, we may be able to amend.
What days do you dispatch orders?
Our offices are open from Monday to Friday and orders are processed and dispatched until Friday morning. All orders processed from Friday late morning to Sunday will be processed and dispatched from Monday. We endeavour to process your order within 24 hours of receipt but cannot guarantee so.
Why has my order been delayed?
We are a small business and work hard to get all your orders out within 24 hours. From time to time there may be slight delays during busier periods. We appreciate your patience and understanding throughout the process. Sometimes we will hold your order to send you the freshest coffee available after roasting.
There is a problem with my order, what do I do?
If you have noticed that something is not correct with your order, please contact us within 3 days of receipt of goods to notify us of the problem. Please ensure to keep the invoice enclosed within the parcel.
My order has been "Returned To Sender"
In the eventuality that your order has been returned to our store, we shall contact you via email and telephone to notify you. We will hold on to the parcel for two weeks after which time the parcel will be disposed of and no refund or replacement can be issued.
I can’t find my favourite product online anymore, have you stopped selling it?
Generally, most of our products are available all year round, aside from seasonal confectionery. However sometimes we do change our offerings. If you can’t find what you are looking for, there is a search button on our website, you’ll find it in the top right-hand corner of the website, it has a little magnifying glass icon.
PRODUCT INFORMATION – Coffee
What does Arabica and Robusta mean?
We have a lovely guide all about the coffee cherry and different types of beans. You can read it here.
What’s the difference between the various roasts?
We have written a guide on our roasts here. If you are still not sure which one to choose, please feel free to email us at email@example.com
How do I know your coffee is fresh?
We roast our coffee twice a week and have the freshly roasted coffee delivered on Tuesdays and Thursdays, this guarantees that the coffee shipped out to you is always fresh. If we sell out of any coffee, you will be contacted, and you can either choose to have your order sent out when the fresh coffee arrives, or we can refund you for the item.
Why does my coffee bag not have a roasting date on it?
We weigh and pack all coffee fresh to order. As the coffee is not prepacked it is difficult to add the roast date. We roast our coffees on a Monday or Wednesday. If you would like to know the exact dates that your coffee was roasted on you can call us before placing your order.
I don’t have a coffee grinder at home, can you grind it for me?
Yes, we can grind the beans, so you don’t have to! Just ensure you select which brewing method you use.
Is it best to grind your own beans at home?
We know that lifestyles can be quite hectic therefore we can grind your beans so you don’t have to, however, freshly grinding your own beans can improve the taste of your coffee.
Why do you ask me for what machine I want my coffee ground for?
Every machine is different, and the grind varies accordingly. We ask you to specify your brewing method to ensure the coffee we send to you is a suitable grind level for your machine - the incorrect grind may affect your brewing. If you make a mistake on your order, please call us immediately on 0207 437 2480 to get it corrected. If the order has already been processed, we will no longer be able to amend the grind.
What coffee is suitable for what machine?
Of course, it is all up to personal taste but in general terms we recommend you use Full, Light Italian and High roast for espresso machines and Medium, Full roast for cafetières and filter machines.
What’s the difference between House Blends and Single Origins?
House Blends are blends created and tested by us. Most have withstood the test of time and have been our customers favorites for decades. We have blended a selection of beans and roasted them, or even have blends with different roasts. All the recipes are closely guarded secrets.
Single Origins are beans that come from a specific country or area. They will be named by their country or origin and have not been mixed with any other bean.
Do you sell raw coffee beans? I want to try and roast them myself.
Yes, we do sell raw coffee beans which you will find on our Raw Coffee Beans product page. Please note, these beans must be roasted before use, do not attempt to grind the raw beans prior to roasting. We will not be held responsible for any quality issues when home roasted as we have no control over roasting times or method used.
PRODUCT INFORMATION – Tea
What’s the difference between the various types of teas and grades?
We have a guide to all the different types of tea and their grades here.
What’s the best way to brew tea correctly?
We have a little tea guide to help you brew your tea here.
How long will my tea stay fresh for?
We sell high quality, fresh tea and we recommend you store your tea in an airtight container in a cool dry place away from direct sunlight. When stored correctly, tea will remain at its peak freshness for 6 months. Some teas that contain fruits and nuts should be used within 3 months.
The tea can be kept for 6 months upwards however, it’s recommended you consume the teas following these guidelines for optimum freshness.
What is a subscription service?
You can set up a subscription with us where you can choose to receive coffees and teas on a weekly, monthly, or bimonthly basis. This saves you from having to order online or running out of coffee! Your order will automatically process as and when you choose. Now you can sit back, relax and never worry about running out of coffee and tea again!
Can I set up a Gift subscription?
Yes, choose your products and set up a subscription, simply enter the recipients shipping address at checkout.
Can I cancel my subscription?
Yes, you can cancel your subscription up until the day before it is due out. We will not be able to cancel any orders that have already been packed and shipped. Please call us on 0207 437 2480 if you have been charged as we may not have processed the order and can stop it.
Can I change my subscription?
Yes, if you would like to change your subscription you just need to logon to your account and under your name on the lefthand side there is an option to Manage your subscription. We will not be able to cancel, change or refund orders that have already been prepared and shipped.
When will payment come out for my recurring orders?
Your chosen payment method will be debited on the day that your subscription is due. You will receive an email 3 days before your new subscription is due.
When will I receive my subscription?
Your order will be processed on the day chosen; we will endeavour to dispatch within 24-48 hours of that date via the shipping method chosen.
I’d like to try different coffees every month; can I do this?
If you’d like to try our various coffees without being tied down to just one, we recommend you try our Coffee of the Month promotions. This will allow you to try our different coffees on rotation.
Can I reschedule my next delivery?
Yes, if you would like to delay or change your subscription date you just need to log on to your account and under your name on the lefthand side there is an option to Manage your Subscription. From there you may amend any details. We cannot change any orders that have already left the building.
Can I pause my subscription?
Of course, you will need to log on to your account and under your name on the lefthand side there is an option to Manage your Subscription. From there you may cancel a delivery or change the date of your next delivery.
How do I reset my password?
How do I change my email address?
If you wish to change your email address please email us your details at firstname.lastname@example.org