General
What are your dispatch days?
We dispatch orders Monday to Friday. Orders placed before 12pm will be dispatched the same day.
What payment methods do you accept?
We accept PayPal, ShopPay, Apple Pay, American Express, Mastercard and VISA.
Can I cancel or change my order?
Yes, you can cancel or change before 9am on our dispatch days. Contact us with your order number and we'll take care of your requests, but please allow up to 48hrs for us to process changes or refunds.
Do you accept returns?
We do not accept returns for coffee. For all other products, we allow returns 14 days from receiving delivery.
I received the wrong product, what shall I do?
Please send us a photo of the products you received within the original postage box within 14 days of delivery and we will find a solution.
Coffee
The coffee I ordered last time is out of stock, will you have more?
When a coffee becomes out of stock, we may have an additional release, depending on the next harvest. Please ensure you sign up to be notified when it's back in stock. We always look to purchase following harvests from our partner producers.
When is it best to brew coffee?
We recommend resting our coffee inside its sealed bag for a minimum of 21 days to enjoy the best results. This allows a release of carbon dioxide trapped inside the coffee during the roasting process.
How do I dispose of the coffee packaging?
All of the packaging you receive is fully recyclable paper and plastic. However, we encourage you to check it is accepted at your local recycling centre.
Shipping
What are the shipping costs?
Shipping costs vary according to the service you select and your shipping location. See the table below.
How do I track my shipment?
Once we have dispatched your order, you will receive a tracking link in the shipment confirmation sent to your email address.
My order has not arrived within the estimated timeframe.
If your order has not been delivered within the timeframe above, please contact us with your order number and we will initiate contact with our delivery couriers.
International Shipping, Duties & Taxes
What is included in the shipping cost?
European Union - Our website prices now include any import taxes due on your order. This means your order will arrive fast and without any additional costs.
ROW - Duties, taxes and carrier brokerage fees are not included in the shipping price or your final order amount at checkout.
How do I pay for customs charges?
Duties and taxes may be due to the parcel carrier upon delivery. These fees will be assessed by the parcel carrier, and must be paid by the order recipient.
Customs policies vary widely from country to country; please contact your local customs office for more information.
Will my shipment be delayed?
When customs clearance procedures are required, it may cause delays beyond our original delivery estimates.
Customs delays are hard to predict, but feel free to contact us for an estimated delivery date.
What are the implications of Brexit?
For customers ordering from the EU, your shopping experience may be different due to Brexit.
You might be charged duties/VAT for some products in your order upon arrival, depending on the value of the shipment and the products in the shipment.
Both VAT and duty on coffee is zero-rated. This means fees will not be charged when you only order coffee from us, except on the shipping costs.
What are the EU thresholds on duties and VAT?
- For orders up to €150, your countries standard VAT rate will apply.
- For orders that exceed €150 (excluding shipping costs), additional duties/VAT may apply.
Our website prices now include any import taxes due on your order. This means your order will arrive fast and without any additional costs.
Subscription
Can I subscribe to certain coffees, or swap one coffee out for another?
You can not subscribe to certain coffees or make a swap. Our subscription is curated by us each month to highlight a specific theme or showcase certain producers. A subscription will also include brewing guides and detailed coffee information.
Which coffees will I receive?
You will receive different coffee(s) each month and you can choose to receive the coffee fortnightly, monthly or bi-monthly.
Coffees are selected by us according the theme or producer we choose to feature.
Can you grind my subscription?
We believe the character of our coffees are best represented when ground immediately right before brewing. Dispatching our coffee in whole bean form is part of our commitment to quality and will insure you get the very best results.
How do I change my shipping address or payment details?
You can log into your account here to make any changes to your subscription.
How do I modify my order frequency?
Locate your subscription within your account on our website. Within the subscription settings, you can edit the frequency between fortnightly, monthly and bi-monthly deliveries.
Can I skip a shipment?
Yes, you can do this within your subscription settings in your account.
How do I cancel my subscription?
You can do this free of charge within your subscription settings in your account.