Frequently Asked
Questions

Placing an order is straightforward. Browse our collections, select the products you would like, and add them to your basket. When you are ready, proceed to checkout where you can enter your delivery details and choose your preferred payment method. You will receive an order confirmation email within minutes of completing your purchase. If you have created an account, you can track your order status from your dashboard at any time. Guest checkout is also available if you prefer not to register.

We accept all major credit and debit cards including Visa, Mastercard, and American Express. We also accept payments through PayPal, Apple Pay, and Google Pay for a faster checkout experience. All transactions are processed securely using industry-standard SSL encryption. Your payment details are never stored on our servers. For corporate or wholesale orders exceeding £500, we can also arrange bank transfer payments upon request.

Because we begin preparing your order promptly after it is placed, modifications and cancellations need to be requested as quickly as possible. If you contact us within two hours of placing your order, we will do our best to accommodate changes. After that window, your order may already be in the roasting, grinding, or packing stage. Please email us at [email protected] or call +44 1708 462 389 during business hours. We process requests on a first-come, first-served basis and will always confirm the outcome with you by email.

Yes, we offer digital gift cards in denominations of £15, £25, £50, and £100. Gift cards are delivered instantly via email to the recipient of your choice and can be redeemed against any product on our website. They are valid for 12 months from the date of purchase. Gift cards are a wonderful option for birthdays, housewarmings, or anyone who appreciates fine food and drink. You can purchase them directly through our collections page.

All prices displayed on our website are inclusive of UK VAT at the applicable rate. For customers ordering from outside the United Kingdom, VAT will be removed at checkout where applicable. Please note that international orders may be subject to local import duties, taxes, or customs fees levied by the destination country. These charges are the responsibility of the buyer and are not included in our product prices or shipping costs. We recommend checking with your local customs authority for details on potential charges before ordering.

We offer free standard delivery on all UK orders over £40. Orders under that threshold ship for a flat rate of £3.95. Standard delivery typically takes two to three working days. We also offer next-day tracked delivery for £5.95 on orders placed before 2pm Monday to Friday. International shipping is available to most European countries, with rates calculated at checkout based on weight and destination. Every order includes full tracking information sent to your registered email address as soon as your parcel is dispatched.

Because many of our products are prepared fresh to order, dispatch times may be slightly longer than typical online retailers. Coffee orders are roasted and packed within 48 hours of purchase. Teas, cocoa, and spices are typically dispatched within one to two working days. During peak periods such as the weeks leading up to Christmas, dispatch may take an additional day. You will receive a dispatch notification with tracking details as soon as your order leaves our facility in Hornchurch.

Yes, we ship to most countries across Europe including France, Germany, Spain, Italy, the Netherlands, Belgium, and Ireland. International delivery typically takes five to ten working days depending on the destination. Shipping costs are calculated by weight and displayed at checkout before you confirm your order. Please be aware that shipments outside the United Kingdom may be subject to customs duties or local import taxes, which are the responsibility of the recipient. We use tracked international shipping so you can monitor your parcel throughout its journey.

We are committed to sustainable packaging practices. Our coffee bags feature a one-way degassing valve and are nitrogen-flushed to preserve freshness. Tea pouches are lined with a food-safe barrier to protect delicate leaves from moisture and light. All outer shipping boxes are made from recycled cardboard and are fully recyclable. We use compostable void fill rather than plastic bubble wrap. Where possible, our product labels and inserts are printed on FSC-certified paper using vegetable-based inks.

Our coffee is roasted within 48 hours of your order being placed, and spices are ground fresh on the same schedule. Teas and cocoa products are packed in nitrogen-flushed pouches that preserve freshness for months. We include a roast date or packing date on every product so you always know exactly how fresh your order is. For optimal flavour, we recommend consuming coffee within four weeks of the roast date and ground spices within six months. Whole spices will remain vibrant for up to twelve months when stored correctly in a cool, dark place.

We source from 14 countries across four continents. Our coffees come from Ethiopia, Colombia, Guatemala, and Brazil. Teas are sourced from China, Japan, India, and Sri Lanka. Cocoa originates from Peru, Ecuador, and Madagascar. Our spice range draws from Italy, India, Turkey, and Morocco. We visit every major supplier at least once a year to assess quality, working conditions, and environmental practices. Full origin information is displayed on every product page so you can trace every ingredient back to its source.

We take allergens very seriously. All products include full ingredient lists and allergen information on both the product page and the physical packaging label. Our facility handles tree nuts, sesame, and soya, so we advise customers with severe allergies to review the specific allergen declarations on each product carefully. If you have any questions about ingredients or cross-contamination risks, our team is happy to provide detailed information. Contact us at [email protected] and we will respond within one working day.

A significant portion of our range carries organic certification, and several of our coffee and cocoa lines are Fairtrade certified. We clearly label all certifications on the relevant product pages. Where products are not formally certified, this is often because they come from small family farms that follow organic practices but have not completed the certification process due to cost or administrative barriers. We prioritise direct relationships with growers and transparent supply chains, which allows us to verify ethical and sustainable practices firsthand.

Proper storage makes a real difference to the longevity and flavour of your products. Coffee should be kept in its original resealable bag, stored away from direct sunlight and heat, and used within four weeks of the roast date for peak flavour. Do not refrigerate coffee, as moisture will degrade the beans. Teas should be stored in airtight containers away from strong odours. Spices perform best when kept in a cool, dark cupboard in sealed glass or tin containers. Ground spices lose potency faster than whole spices, so we recommend grinding whole spices fresh whenever possible.

Yes, we offer flexible subscription plans for our coffee and tea ranges. You can choose to receive your favourite products every one, two, or four weeks. Subscribers enjoy a 10% discount on every delivery, free shipping regardless of order value, and early access to limited-edition releases. You can pause, skip, or cancel your subscription at any time with no penalties or hidden fees. Simply manage everything from your account dashboard. We also offer a rotating discovery subscription where our team curates a different origin or blend each delivery for those who enjoy variety.

We stand behind the quality of every product we sell. If you are not completely satisfied with your purchase, please contact our team within 14 days of delivery. For sealed, unopened products, we offer a full refund or exchange. If a product arrives damaged or is not as described, we will replace it at no additional cost and arrange collection of the damaged item. Due to the perishable nature of food products, we cannot accept returns on opened items unless there is a demonstrable quality issue. Refunds are processed within five working days of receiving the returned product and credited to your original payment method.

Although we take great care with our packaging, transit damage can occasionally occur. If your order arrives in a damaged condition, please take photographs of both the outer packaging and the affected products, then contact us within 48 hours at [email protected]. Include your order number and the photographs in your email. We will arrange a replacement at no charge and ensure it is dispatched on the next working day. You do not need to return the damaged items unless we specifically request it. We use this feedback to continuously improve our packaging and shipping processes.

First, please check the tracking link provided in your dispatch email. Parcels can occasionally show as delivered before they are physically received, particularly if left with a neighbour or in a safe place. If the tracking indicates delivery but you have not received your parcel, please check with neighbours and any designated safe places. If the parcel remains missing after 48 hours, contact us with your order number and we will open an investigation with our courier. For orders that are genuinely lost in transit, we will send a full replacement or issue a refund at your preference.

No, guest checkout is available for all orders. However, creating a free account gives you access to several benefits: order tracking from your personal dashboard, saved delivery addresses for faster checkout, a wish list for products you want to try, personalised recommendations based on your purchase history, and exclusive early access to new arrivals and seasonal limited editions. Registration takes less than a minute and requires only your name and email address.

We take data protection very seriously and comply fully with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Your personal data is processed securely using industry-standard encryption. We never sell your data to third parties. Payment processing is handled by PCI DSS-compliant payment providers, meaning your card details never touch our servers. Full details of how we collect, use, store, and protect your data are available in our Privacy Policy. You have the right to request access to, correction of, or deletion of your personal data at any time.

Absolutely. You can request account deletion at any time by emailing [email protected] with the subject line "Account Deletion Request". We will process your request within five working days and confirm by email once completed. Please note that we are required by law to retain certain transaction records for accounting and tax purposes for a period of six years, but all other personal data associated with your account will be permanently erased. Active subscriptions will need to be cancelled before account deletion can proceed.