General FAQs
What are the different coffee plans?
We have over 100 coffees at around 50 different price points. To try and keep things simple and to provide a consistent experience we have separated the coffee into 2 different pricing tiers. Standard tier: @ £7.99 which will typically have a lot of the blends and the more common single origin coffees. Exclusive tier: @ £10.99 will still have some the amazing blends but also some of the rarer and more complex single origins. The different pricing structure gives an entry point for customers who are new to speciality coffee or who prefer the fuller bodied coffees while also provided a pricing tier for those looking to explore the more delicate flavoured or slightly rarer coffees.
Can I pick my own coffees?
We do not currently offer bespoke subscriptions like this. We are working hard to bring this feature to our customers in the future.
When do you take payment?
You will be billed on the day you have subscribed and your account will then renew on a Monday – either every week, fortnight or month – depending on the delivery schedule you selected.
Where do you ship to?
We currently only ship within the UK, this is to ensure that all coffee reaches our customers in the freshest and best condition.
How does shipping work?
First of all, all our shipping is free of charge for our subscriptions. Shipping for single purchase orders is charged at £1.99. If when purchasing directly from our store, you order multiple bags from the same roaster as they can be placed in the same box only one shipping charge will be charged. If you order from multiple roasters, then multiple boxes will be sent so you will be charged multiple shipping charges. This is because all coffee is roasted to order and shipped directly from the roasters themselves.
What does ‘roasted to order’ mean?
To ensure that your coffee reaches you in the best possible condition we only roast it after you’ve ordered it. When taking out a subscription we manage this ordering process so the coffee is ordered and roasted as often as you would like (weekly, fortnightly, monthly). No one is ever sent old coffee or coffee which has been sat around. Please note that all our roasters process and ship your orders on Monday/Tuesday – from there it shipped on a 2nd class Royal Mail service. This means it’s delivered within 2-3 days, which gives the coffee time to rest – just the right amount so that it is at its absolute best the day it arrives at your door.
I want to return or exchange the coffee that I have received
We do not accept returns of food items. If your order is incorrect or damaged in any way, please make sure to include your order number and advise us of the issue within 10 days of receiving your order.
Please email us at [email protected] and we will share the returns address
Once we receive the return we aim to refund you within 3 working days.
Managing my subscription
Can I change how often I receive my coffee?
Yes ….absolutely. Simply go to your account online and update your preferences accordingly. Alternatively, you can contact us Monday to Friday from 9 am to 5 pm via email on: [email protected]
My coffee is different from the one I was expecting?
Roasters often change their offerings based on what coffee is available at the time. Due to this, it is possible that on occasion a coffee displayed to you during the checkout process is not available when it comes to the time to ship. If a coffee is no longer available we will substitute it for a similar one, which is just as amazing and matched to your taste profile.
The coffee format is wrong (Decaf/Caffeinated, Ground/Whole)
If there has been an error in processing your order and you have received an incorrect format for your coffee, ie you have received Decaf and not Caffeinated or Ground instead of whole. Please email us on: [email protected] and we will find a resolution.
What if I don’t like my coffee?
Our personalised coffee subscription matches you to coffee that we think you’ll love but due to the huge variations in coffee flavours we can’t guarantee you will love them. We believe that exploring different coffees is fun and you will of course like some more than others. If you believe you have received a bad or unacceptable bag of coffee, please contact us – Monday to Friday from 9 am to 5 pm via email on: [email protected]
Where is my coffee?
All our coffees are roasted to order and shipped every Tuesday, from there they take about 2-3 days to be delivered which gives the coffee time to rest – just the right amount so that it is at its absolute best the day it arrives at your door. We will keep you up to date by sending you an email to confirm your order has been placed and another email so you know it has been shipped. If you have not received your delivery by Saturday then please drop us an email so we can take a look into it for you. Email us on: [email protected]
What should I do if there’s an issue with my coffee?
If you have any issues with your coffee, such as a damaged product, incorrect item, or missing items then please contact our support team: Monday to Friday from 9 am to 5 pm via email on: [email protected]
I want to change the coffee that I have been matched to
If you have received an email explaining the coffee that you have been matched to and you are concerned about the match. Please email us at [email protected] immediately (before you receive the dispatched notification) and we will try work with you to find a solution.
Can I pause my subscription?
Yes of course you can. Simply go to your account online and pause your subscription. Alternatively, you can contact us Monday to Friday from 9 am to 5 pm via email on: [email protected]
How do I can cancel my coffee subscription?
Simply go to your account online and cancel your subscription. Cancellation requests should be received before the coffee has been marked as dispatched, which is 24hrs after you have received notification of your order/renewal. Alternatively, you can contact us Monday to Friday from 9 am to 5 pm via email on: [email protected]
I just signed up to my personalised coffee subscription, when will I be billed?
You will be billed on the day you have subscribed and your account will then renew on a Monday – either every week, fortnight or month – depending on the delivery schedule you selected.
What payments methods do you accept?
We accept most credit and debit cards, including Visa, Visa Debit, Mastercard and American Express. You may add a new credit or debit card to your account at any time via ‘Manage my payment’ within your account.
Single purchase order from shop
Why do I get charged shipping twice when buying coffee from different coffee roasters?
When purchasing coffee out of subscription/from the Beans Coffee Club store, shipping for single purchase orders is charged at £1.99. If when purchasing directly from our store, you order multiple bags from the same roaster as they can be placed in the same box only one shipping charge will be charged. If you order from multiple roasters, then multiple boxes will be sent so you will be charged multiple shipping charges. This is because all coffee is roasted to order and shipped directly from the roasters themselves.
Can I cancel my order?
All our coffees are roasted to order and shipped directly so we are unable to cancel any orders that have already been roasted. Cancellation requests should be received before the coffee has been marked as dispatched, which is 24hrs after you have received notification of your order/renewal. If you have recently placed an order and need assistance then please contact our customer support team – Monday to Friday from 9 am to 5 pm via email on: [email protected]
Giving a Gift
How long are the gifts valid for?
The gift subscriptions are valid for 12 months
How does gifting work?
If you would like to purchase a gift for a coffee lover that you know, simply select which gift package you would like to purchase. You will then be emailed a voucher which can be printed or emailed to the lucky recipient. The lucky person will then be able to create a fully personalised subscription matched to their tastes. Coffee will be sent directly to their door in letterbox-friendly packaging.
Shipping
How does shipping work?
All our coffees are roasted to order and shipped every Tuesday, from there they take about 2-3 days to be delivered which gives the coffee time to rest – just the right amount so that it is at its absolute best the day it arrives at your door. We will keep you up to date by sending you an email to confirm your order has been placed and another email so you know it has been shipped. If you have not received your delivery by Saturday then please drop us an email so we can take a look into it for you. Email us on: [email protected]
Where do you ship to?
We currently only ship within the UK, this is to ensure that all coffee reaches our customers in the freshest and best condition.
What is the charge for shipping?
First of all, all our shipping is free of charge for our subscriptions. Shipping for single purchase orders is charged at £1.99. If when purchasing directly from our store, you order multiple bags from the same roaster as they can be placed in the same box only one shipping charge will be charged. If you order from multiple roasters, then multiple boxes will be sent so you will be charged multiple shipping charges. This is because all coffee is roasted to order and shipped directly from the roasters themselves.
Who will ship my coffee?
Once your coffee has been roasted to order, it will be shipped directly from the roasters to you via a 48hr Royal Mail service.
Where is my coffee? Is it lost?
If you have received a dispatched email and you have not received your delivery by Saturday, then there has been a delay in the delivery process. Before contacting us please take these 4 steps:
- Check the postal address that you have provided is correct
- Check any safe places where your post may have been left
- Check that you are receiving all other post and if not contact your sorting office
- Allow for delays due to bank holidays, strikes or reduced staff at the depot. You can check the Royal Mail to see if there are any delays in the network here: https://www.royalmail.com/service-update
If you still believe that you package has been lost, please drop us an email so we can take a look into it for you. Email us on: [email protected]
What happens if my coffee is lost?
We cannot accept responsibility for packages that the Royal Mail state have been delivered. If this does happen then please do contact Royal Mail and complete their compensation process https://www.royalmail.com/retail-compensation-policy-loss
If the Royal Mail have not stated that delivery has been made then please drop us an email so we can take a look into it for you. Email us on: [email protected]
Promotion
How do I use my code?
If you have a promotional code, simply input this into the ‘Coupon code’ box and hit the ‘Apply coupon’ button before completing the checkout.
To redeem a code a subscription must be set up and payment details must be supplied.
Can I use my code more than once?
No, only one code can be used per person/account.
If you still have any questions, please email us on
[email protected] or call 020 8895 6460
