Q: When can I expect to receive my order?
- Orders are dispatched Mon-Fri (except bank holidays)
- Orders 1.75kg or less are sent via Royal Mail on a 48hr service. Orders over 1.75kg are sent with DPD on a 24hr service
We have a 9am cutoff for same-day dispatch. So, orders place before 9am Mon-Fri are dispatched the same day, and orders place after 9am are dispatched the following business day.
Q: My coffee didn’t arrive, what do I do?
As standard, orders sent with DPD should arrive within 24 hours and orders sent with Royal Mail should arrive within 48 hours. However despite the efforts of everyone involved, delays do happen.
- You will receive a tracking number by email when your order has been dispatched. Use this to determine what the problem could be and contact the relevant carrier to enquire as to what is happening
- If after 14 days your order has still not arrived, contact us on email@example.com and we will find a solution
Q: How do I return an item I bought from the website?
As standard, we don't offer refunds because things aren't to your taste, or you've changed you mind. However, in cases where quality standards are not met please contact us at firstname.lastname@example.org and we will find a solution for you.
Q: How long will a bag last me?
This depends on how much coffee you drink! One 200g bag will brew between 10-14 cups.
Q: Can I order my coffee ground?
The short answer is: Yes of course! We offer three different levels of coarseness, covering brewing methods from Espresso at the finest, to Chemex and Cold Brew at the coarsest.
The long answer is: Whilst each of the three levels of grind we offer will yield tasty results, each will be a compromise for however you brew. Also, pre-ground coffee degrades significantly faster than whole beans. As such, we strongly recommend investing in a grinder and experiencing the joy of freshly ground coffee whenever you brew. We are in the process of writing a post explaining our approach to pre-ground coffee and will link to that here when it's published. If you're not quite ready to make the leap into grinding your own coffee, our golden rule is "if you can't grind fresh, buy as coarse as possible". So, keep these things in mind:
- Espresso is difficult at the best of times. Our finest setting will work for espresso, but good results will be difficult to achieve.
- Give yourself the best chance of producing a decent cup by using a brewer with a big sweet spot (think French Press/Cafetiere, Clever Dripper or (at a stretch) Kalita Wave). These are very forgiving brewers that will help mitigate against stale flavours.
Q: What is the best way to store coffee?
Our resealable 200g bags are excellent at keeping coffee in peak condition. However as beautiful as we find them, we understand you might want to decant your coffee into a container that matches the rest of your kitchen! When choosing a container for storage, keep in mind that oxygen and humidity are the enemy of freshness, so you need something that can form an airtight seal. Once you've got something to store your coffee in:
- DO NOT keep your coffee in the fridge, room temperature is fine.
- Store out of direct sunlight.
- Squeeze any air out of your bag (or container if you can) before resealing.
Q: Does coffee go out of date?
Whilst coffee doesn't go out of date, it will degrade over time like any natural ingredient. If stored properly, whole beans will be good anywhere from 2-3 months. Pre-ground coffee however is best consumed as quickly possible (ideally within one week).
Q: I want to learn more about coffee, how do I do it?
There are many places to learn about coffee, it's a big old world. For websites we’d recommend The Perfect Daily Grind, Barista Hustle and The Specialty Coffee Association. Also keep an eye on our website journal for in-house roastery info.
Q: Where can I provide feedback?
We love to hear what people think of our coffee, so all feedback is welcome. Please send us an email at email@example.com and we’ll be sure to get back to you.