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FAQ

Frequently asked questions

GENERAL


GENERAL What safety measures are you taking as a result of COVID-19? Our packing partners, Codestorm, have a robust policy in place which follows the advice from Public Health England, the NHS and UK Government. The focus is to keep everyone safe and operate responsibly. Some additional measures that have been taken include: · All team members who can are working from home

· Set up of additional sanitising stations throughout the warehouse with regular hand cleaning breaks

· Face masks available

· Observing all social distancing rules.




I cannot login to my account, why?


Try, resetting your password. Head to our Login page, and select 'Forgot your password?'. If this doesn't work for you, you might not have created a Login with us yet! Pop over to our registration page and create an account




Do I need an account to checkout?


No, you can simply check out as a guest. However, we suggest creating an account to enjoy the benefits of managing your own account, which includes saving and organising your payment, address and order details.




Can I have a VAT receipt?


You are automatically sent a VAT invoice when you place your order, this is your confirmation email. Coffee is VAT exempt, but you can find a tax figure in your order sumary and our VAT number at the bottom of the email. If you can't find or have deleted your confirmation email, please Contact Us and we'll be happy to send you another one.




Why can't I use my discount code?


Our Discount Codes are case sensitive. Please make sure you're using the same case when entering your code, and including any symbols or numbers. Unfortunately, you cannot use more than one discount code on an individual order. Some discount codes have an expiry date and/or are only eligible for certain customers. We recommend that you read the terms and conditions of the voucher before you attempt to add it to your order to avoid disappointment.




Can I track my order?


Yes, all orders are dispatched using a fully tracked service. You can find your tracking number in your order confirmation email. Delivery times vary depending on the service used. If your order hasn't arrived within the suggested timeframe, please Contact Us and we'll investigate with the carrier.




Can I amend my order once I've placed it?


No, once an order has been placed we’re unable to change anything. However, If you let us know as soon as you can that you need to make a change to your order, we’ll do all we can to accommodate and help you.