Helpful

If you have a question that isn’t answered here, please contact us on 020 7232 3010 or email [email protected].

Orders

If we receive your order before 2pm Monday to Friday, it will be packed and shipped on the same day. Orders placed after 2pm will be packed and posted the following business day. Friday afternoon, weekend or Bank Holiday orders will be sent on the following working day.

Coffee Subscriptions

Monthly subscriptions will be processed on the same date as the original order date every month (eg 15th). Fortnightly subscriptions will be processed every two weeks on the same day of the week (eg Monday). Where this falls on a weekend, bank holiday or after 2pm, it will be despatched the next working day.

Royal Mail 2nd Class Tracked shipping is included in the price of Prepaid Subscriptions.

Shipping

You can choose your preferred delivery method during the checkout process. We offer a tracked postal service and a courier service. Orders can also be collected from our Spa Terminus shop (Wednesday to Saturday only).

EU shipping is suspended while we navigate new shipping documentation requirements. We can ship non-organic coffee to Northern Ireland via our Mail Order team; please contact us to place an order.

Shipping charges are:

Mainland UK

Royal Mail 2nd Class Tracked (up to and including 1kg) – £3.50

DPD Tracked (up to and including 5kg) – £6

Scottish Highlands, UK Islands and Northern Ireland

Royal Mail 2nd Class Tracked (up to and including 1kg) – £3.50

DPD Tracked (up to and including 5kg) – £14.50

Gift Cards
If a gift card by post is part of a larger order, the card will be included in the same parcel. If it is purchased separately, it will be posted out via Royal Mail first class, free of charge within the UK. You can choose your gift recipient’s address at the checkout.

If you have ordered a gift card to be sent by email this will be sent to the email address given at the checkout shortly after your order has been confirmed.

Royal Mail Deliveries
Deliveries made by Royal Mail arrive between 7am and 9pm with a 2nd Class tracked service. The 2nd Class service is intended to arrive within two to three working days of shipment but is not a guaranteed service and can take up to 14 days at this time. Please find information about delays and service updates from Royal Mail. Please note that Royal Mail does not accept delivery notes (eg. please leave with a neighbour) and we cannot guarantee a specific delivery date or time.

DPD Deliveries
If you select the DPD Tracked service, we will send your package with DPD on their Next Day Tracked service. These deliveries typically arrive the next working day after they have left our roastery, but can sometimes take a couple of days – it is important to note that in some cases it will take two to three days and selecting this option does not guarantee next day delivery. Please find information about delays and service updates from DPD.

Scottish Highlands, UK Islands, Northern Ireland deliveries are sent with DPD’s Two Day Tracked service, these deliveries typically arrive two days after despatch, but can sometimes take longer.

With all DPD parcels you will have the option to personalise your delivery (reschedule, deliver to a neighbour, etc) via the DPD website or app. The phone number and email address you provide on our website will be shared with DPD for delivery updates.

Both Royal Mail and DPD offer reliable services but there will occasionally be deliveries that are delayed. While we will do everything possible to keep this from happening or to rectify the situation, there will be times when things are outside of our control. Please call us in these instances and we will do our best to help put things right.

Collection
You will receive an email when your order is ready to be collected from our shop at Spa Terminus in Bermondsey. Please collect your order within one week of receiving this email. Our opening hours and the shop address can be found here. At this time collection is only available from our shop at Spa Terminus in Bermondsey.

If you need your coffee urgently, please come by our shops or give us a ring on 020 7232 3010 and we can talk through your best options.

Returns

We really hope you’re happy with your coffee and don’t have any need to return it! But if anything is wrong with your order, please let us know straight away and we will arrange a return or exchange.

Please note that items purchased online cannot be returned to our shops.

Payment

Payments are securely processed via Opayo (formerly Sage Pay) or via PayPal. We currently accept Visa, Mastercard and American Express payments.

Repeat Subscription payments are taken according to the schedule agreed when purchasing the subscription i.e. every two weeks or monthly. Card details are stored securely with Opayo. By signing up to a repeat subscription you give us permission to charge your card in order to fulfil your subscription.