Collection: Frequently asked questions

We dispatch orders from Monday to Friday (excluding public holidays).

Following payment, your subscription package will leave us on the next working day. 

We’re dedicated to sourcing, roasting and sending you the best coffee possible, so the coffee you receive will be dictated by coffee growing and harvesting seasons around the world. Your coffee will therefore change throughout the year, but it will always be fresh and delicious.

We dispatch all of our UK subscription packages using Royal Mail's 48 hour service as standard.

For Europe and Rest of World deliveries, we ship via Royal Mail using a tracked service where possible.

Following changes resulting from Brexit, some EU orders will be subject to customs clearance, import taxes, country-specific charges and/or local country tax. Unfortunately, we cannot accept responsibility for these charges. We suggest contacting your local customs office or their website for more information before purchasing.

If you reside in the UK, you can expect your subscription package to arrive within 2-3 working days of dispatch. however, this is not a guarantee . For Europe and Rest of the World orders, we expect them to arrive within 5-10 working days.

If you’ve not received your order within the above-stated timeframe, please contact our customer support team who will ensure this is rectified quickly.

Following changes resulting from Brexit, some EU orders will be subject to customs clearance, import taxes, country-specific charges and/or local country tax. Unfortunately, we cannot accept responsibility for these charges. We suggest contacting your local customs office or their website for more information before purchasing.

If you subscribe to either a 250g or 500g subscription, you won’t even need to be around to take receipt. Our coffee bags have been custom made to fit through almost every conceivable letterbox.

Yes. We all need a holiday from time to time and if you’re not going to be around for a while you can pause your subscription by logging into your customer account. Once in, you can pause and choose a resume date that works for you.

We ship almost completely worldwide, but due to difficulties in delivery are unable to fulfil orders for Russia, Saudi Arabia and Kuwait. For the same reason, we are only able to dispatch orders to the UAE where a PO box number is provided. To avoid disappointment, all orders that do not include this will be refunded.

Following changes resulting from Brexit, some EU orders will be subject to customs clearance, import taxes, country-specific charges and/or local country tax. Unfortunately, we cannot accept responsibility for these charges. We suggest contacting your local customs office or their website for more information before purchasing.

Because we following growing and harvesting seasons around the world to ensure you have the freshest and best coffee possible to hand, our range changes continually.

Whilst that means the coffee’s we have available throughout the year will change, you are more than welcome to get in touch with us to request a coffee again (before it’s gone until next year). We’ll then do our best to ensure you receive it frequently while we’re roasting it.

You can and it’s incredibly easy. Simply login to your subscription member profile and you can make the changes yourself. 

If you require any further assistance, just send us an email. 

You’re subscription login not only allows you to pause your subscription. You can also update your payment information

You’ll receive an e-mail inviting you to activate your account on sign-up. From there, you can access your account via the login page. If you have any issues, please do not hesitate to contact our customer support team.

Once activated, gift subscriptions aren’t able to be paused by the recipient.

Yes – we offer pre-ground options on our espresso and subscription services. Just select the option that's right for your preferred brewing method.

If you are looking for a grinder, we've a range of manual and electric grinders on offer, capable of grinding consistently for everything from French Press through to espresso. You can shop the full range here.

For years, the coffee industry has extolled the virtues of freshly roasted coffee, but there is such a thing as "too fresh". 

For optimal results, coffee can benefit from a few days' grace period to rest out and degas. This will make it easier to extract as well help in making the final cup taste cleaner. 

For espresso roasts, we'd recommend allowing at least 7 days to pass from roasting for sufficient degassing. This helps to avoid too much CO2 interfering with the extraction process, which can produce excess carbonic acid in espresso shots, making your coffee taste more sour. 

For filter roasts, allow at least 5 days for pent up CO2 to degas from the coffee beans. After this point, the coffee will taste cleaner and free from any roasting aromas, dryness or roughness. 

You don't need to. On purchasing a gift subscription, we send you a voucher code via e-mail. Once you've passed this on to the recipient, they can redeem the chosen subscription whenever they're ready, selecting their chosen grind type too.

Every coffee delivery will be accompanied by detailed information about its growing, production and how we came to secure it. As a subscription customer, you’ll also be first in line for small, obscure lots, as well as any special release coffees we come across.

If you choose the ‘It’s for me’ option, you’ll sign-up to an ongoing subscription. That means you’ll continue to get your chosen quantity of coffee at your selected frequency (weekly, fortnightly or monthly) until you choose to either pause or cancel your subscription.

If you choose the ‘It’s a gift’ option, you’ll be given the option of a pre-defined subscription duration of either one, three or six months.

Payments are charged to the chosen credit or debit card you used to sign-up to our subscription service. The first payment will be charged upon completion of your transaction and your first order will be dispatched on the next available Tuesday. Payments will then be taken at your chosen interval (weekly, fortnightly or monthly) based on your initial sign-up date.

As an example, if your initial payment was made on Thursday 11th March and you opted for a fortnightly delivery, your next payment would be taken on Thursday 25th March.

You can see your next billing date and update your payment details any time by logging in to your subscription account.

Once you’ve selected your desired subscription and gone through the checkout process, you’ll be sent an e-mail that gives you access to your account and profile. Here you’ll be able to manage your personal details, as well as pause or cancel your subscription.

Cancellation is effective immediately and so you won’t be billed again.

If you’ve been given a gift voucher for a subscription, you can simply select the ‘Redeem My Code’ button at the top of the Subscriptions page and enter the code displayed on your card or gift certificate.

We do everything we can to ensure we’re working in a way that’s as sustainable and environmentally friendly as possible.

When it comes to our packaging, all of our online and subscription deliveries come in a home compostable mailer bag. Simply remove the postage label and place it in your compost bin. 

The additional materials you receive in your delivery are not only recyclable, but made from recycled materials.

Our 250g bags for whole bean and pre-ground coffee are certified carbon neutral.

This is an area we're continually striving to do more in.

The only fully recyclable coffee bags are made from simple paper. These offer no protection from either natural light or oxygen whatsoever and both have a negative impact on the freshness and flavour of your coffee, which, in turn, has the ability to create the separate problem of excessive food waste.

Our bags are made of a single-layer plastic, rather than previous bag's, which used multi-barrier material encompassing paper, plastic and aluminium foil. This means they are much less resource hungry in their manufacturing. Right now, there are no fully-recyclable coffee bags available on the European market. Unlike in some other European countries, where their recycling facilities are able to process the same bags, these are still not recyclable in the UK market. That said, our bag manufacturer, Dutch Coffee Pack, are CO2 neutral.

Our search for a bag manufacturer capable of providing us with a fully recyclable bag in the UK that’s also capable of protecting the contents inside continues. Right now, though, we feel we’re using the best option.

Aside from working with coffee producers committed, we also:

Provide all of the used coffee grounds from our coffeebars to Bio-bean, who turn them into fuel that’s used to heat homes and offices.

Send the waste coffee chaff produced in the roasting process to be used as bedding for the cattle owned by our dairy farm partner.

Donate our empty coffee sacks to London Zoo to be used as bedding and stuffed with food for the animals.

Offer our coffeebar guests an ongoing 20p discount on their hot drink when they bring their own cup.

None of the coffees we showcase are certified FairTrade.

We operate on long-standing relationships with our producers, paying on average 3.5x the premiums dictated by FairTrade, which does nothing to increase coffee quality. We go to great lengths to ensure our coffees are ethically procured – from propagation and crop husbandry, through to low waste production methods and the way social and community focussed projects are undertaken by producers. These are the areas that are always front-of-mind when selecting every one of our coffees.

We choose to focus on sourcing high quality coffee that’s been being grown in a sustainable way, seeking to build long-term relationships with the producers we work with. Part of this means working with farms that use sustainable farming practices, which can include some agro fertilisers. As a result, some of our coffees do have organic certification, but when they are, we consciously choose not to label them as such.

Our primary goal has always been to find delicious coffees. We want to showcase every coffee on the merits of quality, flavour and provenance, deferring all due praise to the producer for supplying us with something so fantastic and delicious. Highlighting organic certification, which comes with its own barriers to entry for small-scale producers, can act as a red herring in the selection of well-farmed, carefully process and great tasting coffees.

They do. They’re a collection of historic roast curves from coffees we’ve roasted in the past. Included are curves from returning coffees Cerro de Jesus, Mahembe and Los Altares.