How can we help?



I've just placed my order, what happens next?

Great! All orders are roasted, picked and packed within 1 full working day. We send most web orders with Royal Mail tracked 24.

I’ve received the wrong item, how do I get in contact?

For any problems with your order, please send an email to

I’ve got a gift card, how do I use it?

Just copy your unique code and pop it in at the checkout. There is no expiration date on our gift cards.

Can I give a subscription as a gift?

Of course, you can gift both rolling or pre-paid subscriptions. Please note that the first order is generated when the subscription is purchased, it can not be activated at a later date. We can adjust the dates of the future orders so you can always have the first one delivered to you and we’ll change the rest if that’s works for you.

If you are unsure of the recipient's details or preferences (e.g if they need ground coffee or beans) why not treat them to a gift card that they can use to set up their own subscription. 

What about discounts?

Yes! If you are a first time customer you will receive a 20% off code by signing up for our newsletter here

Our Coffee Club also allows you to receive points on every purchase giving you access to exclusive discounts. 

Discount codes may only be used once per order, and cannot be combined with other discounts. 


How can I track my parcel?

You should have received a dispatch email with a link to your order, including a tracking code. Tracked 48 provides tracking information from door to door. 

When will my parcel be delivered?

All orders are processed at 7am each weekday, packed and sent on a 48 hour service with Royal Mail or Parcelforce. If you place your order on a Monday at 6am, you will receive your parcel the next business day. If you ordered on a Monday at 1pm, it will be processed on the Tuesday and you will receive your parcel on the Wednesday. 

We aim to process your order as quickly as possible, but in some cases this is not always possible and we appreciate your patience.

What happens if I am not at home to receive my delivery?

You will receive a missed delivery card through the letterbox instructing you to collect it from your local post office or depot. If you do not collect your parcel in 30 days, it will be sent back to us where we will contact you for redelivery.


How do I manage my subscription? 

Once you’ve purchased a subscription with us, you’ll need to log in to manage your account here. Signing up for the subscription does not automatically create your account. You’ll need to register your email address and create a password. Be sure to use the same email address that you used when purchasing your subscription to link it to your account. 

Once you’ve logged in, you’ll have access to your portal where you can make any changes to your subscription such as skipping orders, bringing them forward, changing personal details and even adding extra products. 

How do I change my payment details?

On your account, under the Subscriptions tab click ‘Manage Subscription’. This will then bring you to a pop up where there will be an option to ‘Edit Payment’. If you have more than one subscription running, you’ll need to repeat the process for each one.

I’m going on holiday; can I pause my subscription?

Of course, on your account under Subscriptions you should see your ‘Next Order’ tab. Click ‘Manage Next Order’ and then you can choose from the options; Skip the next order or choose ‘Delay Date’ and pick a custom date when you want to receive your next order.

I’m running low on coffee but my subscription is not due for another week. Help!

Log in to your account, head to ‘Manage Next Order’ and choose ‘Send Now’ and will be processed the next business day. 

How do I change my address?

On your account, scroll down to ‘Settings’ and hit ‘Change address’. 


When was my coffee roasted?

We roast fresh every morning before packing all our orders that day. You can always check the roast date on the back of the bag. 

Can I drink it straight away?

We recommend leaving it for a period of ‘resting’ before drinking. Try and aim for at least a week if you can, ideally two. This is because straight after roasting, CO2 gases are slowly released from the beans giving some sour and acidic flavours in the coffee. Once these gases have settled, the coffee’s true flavours and aromas shine through.

Which grind size do I need?

The grind size depends on whichever method of brewing you prefer. Our grind sizes are as follows, from finest to coarsest: 

Espresso (suitable for home espresso machines and stovetop percolators or mokapots)

Paper filter (for V60 drip style brewing and aeropress)

Metal filter (great for automatic drip filter machines, Kalitas as well as larger batch style brewing)

Cafetiere (or french press).

Which roast level do I need?

Our House coffee has two different roast levels to choose from; filter or espresso. The filter roast is slightly lighter and brighter, great for a smooth black filter coffee. The espresso roast is slightly darker and richer, perfect if you prefer a bit more intensity, especially if you want it to cut through in milky coffees.

How can I keep my coffee fresh?

Storage is really important and can keep your coffee fresher for longer. We recommend a vacuum storage canister - like this - that ejects air to stop the coffee degrading as quickly. Ground coffee degrades faster than whole beans, so grinding it fresh is always best if you can!

Is your coffee organic?

In short, most of the coffee we buy is grown using organic practices. But the certification side of things is not straight forward. Part of the issue is it is an expensive accreditation for producers and has strict guidelines they have to follow. Illiteracy is widespread in coffee growing countries; the extensive bookkeeping and frequent auditing that comes with these certification programmes are not viable to many producers, particularly in less developed areas. We feel these programmes can therefore in some cases exclude producers who would most benefit from the financial security attained from certifications. 

We're working on a publishable version of our buying standards so please watch this space!

Is your packaging recyclable?

Our 250g bags are 100% plastic free and paper based. They can be recycled with your household paper. We believe these are the most environmentally friendly bags on the market. Our 1kg bags are compostable but not recyclable in the UK. They can decompose in home compost heaps, commercial digestion and even landfill.

How long is the shelf life? 

4-5 weeks. We recommend storing your coffee in an airtight container as soon as you receive it. Oxygen is coffees kryptonite - do everything you can to keep it away.  

Coffee Club

How does the loyalty scheme work?

Simply sign up here, and start earning points on every purchase with us. You can then use these points to activate exclusive rewards.

How do I redeem my points?

On your Coffee Club portal, you can see how many points you have earned and what rewards are available to you. Click ‘Redeem’ on your chosen reward and you will receive a one time, unique code that you can pop in the at the checkout when making your next purchase. 

What rewards can I get?

As you receive more points, more rewards will be available to you. You can redeem these as vouchers, discount codes, free delivery, and even a free Atmos Vacuum Canister.

You can also complete tasks to get some extra points e.g signing up for our mailing list. We also give you 300 points on your birthday every year. You’re welcome!

Can I use my rewards to get money off of my subscription?

Of course! Once you have copied your unique code, head to your subscription portal. Choose ‘Manage next order’ and there will be a discount code box. Paste the code and it will automatically be applied to your next delivery. 

When will my points expire?

There is no expiration date on the points. Use them whenever you like!

I’ve just joined the Coffee Club, can I claim points from previous purchases?

Yes, once you have signed up to the Coffee Club, you will automatically receive points on your purchases in the last three months. Plus you will receive 100 points for joining.

I’ve got a discount code to use from my points, how do I use it?

Once you have loaded your items into your basket, head to the checkout page and simply pop your code in where it says ‘Gift card or discount code’ and it will apply your savings. Enjoy!

Get in touch

Have questions about your order, or a general enquiry?

Email us: