FAQ & Contact Form
Before reaching out, we encourage you to go through our FAQ to find an asnwer to your question. They are separated in 4 different categories:
My order, which is regrouping our most frequently asked questions about ordering, dispatch and delivery.
Subscription for everything related to your subscription.
Shipping regroups question about lost packages or delivery times, and Brewing which is dedicated to any question you might have about your coffee.
If you do not find the answer to your question, please reach out using the form below.
I just placed my order, when will it be dispatched?
Production is scheduled to occur every Tuesday. This means that if you have placed your order before 12:00 CEST on a Monday, your coffee will be roasted, packed and dispatched the following Tuesday of that week. If your order is placed after 12:00 CEST on a Monday, your order will be carried over to the next subsequent production day. You will receive an email once your order has been scheduled for production.
Can I make changes to my order?
If you have recently placed an individual order using our web-store, and the order has been confirmed, you will not be able to edit or amend this order. To make any desired changes, you must cancel your existing order and place a new order using your updated terms. For subscribers, you are able to modify your subscription service by making changes within your account. If you haven’t already accessed it, log in to your account and head on over to the Subscriptions section of your account dashboard. This will enable you to change your presets (Quantity/Variety/Shipping). Please note than any changes made to your profile will only apply to orders processed after these amendments have been made. Please check your charge date to be sure that any desired changes will be applied to the applicable order.
I received my order and it's incorrect
If you receive your parcel and an item is missing, please reach out to us and we will offer two solutions:
• Reship the missing product (if in stock)
• A refund
• If you receive a piece of equipment that has been damaged during transport and is unusable, we will ship it again or offer a refund.
• If you receive a box of coffee that is damaged but the bag of coffee itself has not been damaged (ripped, open or pierced), we do not offer support.
• For all pieces of equipment, we do not offer replacement for regular wear & tear or if you inflicated damages, however if you see anything that does not seem normal please reach out to us with a picture and we will offer a replacement.
• Plastic brewer V1: if you have bought the first version of our Plastic Brewer and some cracks started to appear in the structure, we offer replacement withe the new version free of charge, as this is a manufacturing mistake that can occur in some cases.
We don't do Customer Service via Social Media. If you write us over Instagram of Facebook we will refer you back to this page.
At all times please reference your order number when you are in contact with us. As well as explain in detail what we can assist you with.
Before you Subscribe please note that regardless of when you subscribe you will be charged again on the 25th. So, if you want to avoid to be charged twice in your first month. Please place your order after the 25th.
We are here to help, those that address our customer service team in an impolite manner will be banned from purchasing our products.
Opening hours for our customer service:
Monday 13:00 - 16:00
Wed - Fri 13:00 - 16:00
Closed: Tuesday, Saturday & Sunday, as well as public Holidays.
We won't be able to answer your question outside of these hours.
If you submit a question on Friday after 16:00 the earliest you will get a reply is Monday. If you submit a question on Monday morning the earliest you will get a reply is Wednesday. We thank you for your patience. And will always be happy to assists with your inquiries.
At all times please reference your order number when you are in contact with us. As well as explain in detail what we can assist you with. If there is damage to your order, please include pictures.