Frequently Asked Questions

Regulars Coffee Subscription

How late can I cancel my subscription before my next delivery?

If you would like to amend or cancel your subscription then this must be done by the end of the week (Sunday) before your subscription is due. Away from this you are never tied in and free to cancel.

What is the benefit of subscription over buying ad hoc?

Regulars is much more than a standard coffee subscription as it also brings savings on our hardware (machines and tools) and delivery. We only offer 75g samples and 200g bags individually and you do have to pay for delivery of these. Regulars offers better pricing, for example a Regular pays £24.99 for a kilo of our single origin house coffee, the equivalent kilo price if bought individually as 200g bags would be £32.90. In addition to this you can also save up to 50% on hardware every month.

How do I know what is the best coffee for me?

Our Regulars product and ordering pages have the Barista Bot on hand to help. If you choose Yes for help when it pops up or you click the small icon on the bottom right of the screen they will be there to help. Answer a few questions and we will have the perfect coffee for you in no time. If you ever need any further help you can email us on or call on (0)1202 619 500. Once you have signed up as a Regular you will also have a dedicated contact who can provide guidance on coffee and equipment.

When will my order be dispatched?

Typically we dispatch on a Tuesday or Wednesday for delivery for the weekend. This means if you place your order on a Wednesday it would dispatch the following week for delivery on the following Friday. This would then become your order cycle and we would dispatch at the same point every month (or your chosen frequency) going forward. Of course you can amend your cycle and order at any point. Just ensure you inform us the week before your delivery is due.

Am I able to choose a particular day my coffee arrives?

No as our coffee is roasted fresh for delivery just before the weekend we have specific roast days. Typically we roast on a Tuesday and dispatch on a Wednesday for delivery by Friday. All our Regulars deliveries are sent free of charge on a Royal Mail 48 tracked service so you are able to track your delivery. If they are unable to deliver a card will be left and you have the option to choose our letter box friendly format if you know you won't be in when we deliver.

Can I track my coffee order?

Yes unlikely many subscriptions every Barista & Co order is tracked through Royal Mail. As soon as your order ships from us you will receive a tracking email from Royal Mail. It is delivered on a Royal Mail 48 hr tracked service.

Can I pause my subscription?

Yes, you are in total control of your account. Just make sure you make any amends the week before your delivery is due.

Can I update my delivery address?

Yes you are able to manage all the details on your own account when you login.

When will the recurring payment be taken from my account?

The payment will be taken at the same point in your chosen cycle. We process all our subscription orders on a Tuesday so after your initial order the next payment will be processed on a Tuesday after your chosen cycle. You are also able to view this in your account and make amends to the cycle if you want to skip a month or change the frequency

Is your packaging eco-friendly?

Yes all our coffee bags can be recycled including the valve. We use craft paper tape and paper for packing and card boxes for shipment. We are a carbon neutral business and proud members of 1% for the Planet. We choose to use recyclable plastic bag and we always suggest reusing them before recycling. Our 350g bags make the perfect sandwich bag! We made this choice as many bags that are stated as being "compostable" are in fact only commercially compostable and due to this end up in landfill. Our bags are recycle by all UK councils.

Are you deliveries letterbox friendly?

Yes, just ensure you select the letter box friendly option when ordering. We will do the rest and get it roasted and posted through your door. Please note the 1kg option is a small parcel and is NOT letter box friendly.

Do you ship the subscriptions outside of the UK?

Unfortunately we are not offering subscriptions outside of the UK although we are looking to change this in the coming months so please watch this space.

Why do you sell bags in 350g and not lower?

Our 350g bags have been designed to maximise the amount of coffee that we can ship while being letterbox friendly. Things means you get a better kilo price and enough coffee to enjoy every day. You can choose a longer order cycle if 700g of coffee every month is too much for you and remember when you pen one bag the other one will stay fresh in our valved bags, just squeeze out the air.

Is your coffee Fairtrade?

Our house coffees are Fair Trade however guest coffees may not be. Even if our guest isn't Fair Trade you can rest assured we are paying above Fair Trade prices for all of our coffee, that means we are better than Fair Trade!

Is your coffee organic?

Our Thousand Rhythms and After Party coffees are both organic and we will include this information on the Monthly Guest when we add it to the website. Our Tribal Beat coffee is not organic but this does not mean our farmers use pesticides in production, they absolutely do not. Furthermore our small family farms in Uganda all replant trees to prevent deforestation. You can find out more about our social and ethical farms here.

How do you decaffeinate the coffee?

We only use carbon dioxide and water to decaffeinate our coffee which means we don't use nasty chemicals, it's a natural process and it can retain its' organic classification.

Can I buy the subscription as a gift?

Yes we offer 3 month, 6 month and 12 month subscriptions. You can find them here. Please remember to use the recipients address as shipping address and NOT your billing address.

Can the person I buy the subscription for change their orders?

The recipient is not able to change their coffee order however you would be able to change it on their behalf. This is due to the fact that you have made the payment and only yourself can authorise any potential changes to the billing.

I want to order some hardware can I add this to my coffee subscription order?

Absolutely and you will not be charged for delivery if it is part of your order. You can also rest assured that any hardware order will not be included in your ongoing subscription. Your hardware and coffee will be delivered separately as our coffee is roasted and posted to order directly from our roastery.

My card details have expired, how can I update these?

You are in complete control of your account and you can amend card details, addresses and orders at your will. Just login to your account to update your details.

Do you accept returns on Coffee?

No. As coffee is a foodstuff we are not able to accept returns on our coffee.

I live locally, can I collect my coffee subscription?

Yes, just choose collection on the delivery options page. Your coffee will be ready to collect on Thursday of the week it is due.

Can I try the coffee before I buy a subscription?

We do offer by the bag coffees in 75g and 200g but you will have to pay for delivery and Regulars offers better value for money.

I really liked the guest roast in a specific month, can I buy it again?

Our guest roasts are to allow our customers try different coffees from around the world and we roast fresh based on orders so you may not be able to buy them again. On occasions we do have some stock of guest roasts and you can always contact your Barista & Co contact to check availability. Please email or telephone 01202 619 500.

Can I do a fixed term subscription?

As you control your own orders and frequency we do not offer a fixed term as you can change it at any time. You do have the option to buy a subscription gift and they are for a fixed period however a Regulars subscription is more flexible.

Returns, Refunds & Guarantees

What is your returns policy?

We offer a 60 day no quibble returns policy from the date of delivery or being available for collection. The product must be unused, in original packaging and in saleable condition. We aim to refund you within 7 days of receipt of the returned item although it may take your bank longer to process the refund. We will refund you by the means of the original payment. It is your responsibility to get the item back to us in good condition and it is your responsibility until we receive it. Due to this please ensure you pack your item well and get a proof of postage. Please note this policy excludes coffee.

I want to return an item, how do I do this?

If you are returning an unwanted item it must be unused, in original packaging and in saleable condition. It is your responsibility to ensure the item reaches us in this condition and if it is damaged on receipt we are not able to process a refund. Please take care when packing the item as we want you to get your refund. All you need to do is complete our returns form, complete the required details and send back to the returns address on the form. We cannot accept returns of fresh coffee.

Can I exchange an item?

Absolutely we want to ensure you get the right product. Once we receive the item back unused, in original packaging and saleable condition we can arrange for the exchange item to be sent out. If the value is the same you will not be charged any further for the product but you will be charged £2.95 for delivery. If there is a difference in price we are happy to refund you the difference or arrange the balance of payment before we ship it to you. Please completed the Returns Form and enclose with the item when you send it back. It is your responsibility to get the exchange back to us so please do pack well and get a postage receipt.

I have used the item, will you refund me?

Unfortunately we are not able to accept refunds or exchanges for items that have been used. If we suspect the item has been used or can see it has been used we will not process a refund and the item will be sent back to you at your cost or you can arrange collection.

How long are your products guaranteed for?

Our standard manufacturers guarantee is 1 year however many of our products have an extended guarantee and you can find this in the Repair & Care tab on the product page.

I have broken a glass beaker, will you replace it?

Like all manufacturers of glass we are unable to offer a guarantee on glass due to the very nature of the material. If you receive a new product and the glass is broken we will replace this for you as long as the damage is reported within 5 working days of receipt as shown on your tracking information. Most glass products will last for many years however we would also suggest buying a replacement when buying a product as it is common for breakages to occur and this will reduce your shipping costs if this does happen. As a Coffee Club member you will receive a 15% discount on all spare and repair items so we would recommend signing up for this free club.

What is your guarantee policy?

You can find details of our guarantee policy here. This includes the items and incidents that are covered and omitted.

Product Questions & Availability

The item I want is out of stock when will it be available?

You can find the estimated next availability date below the out of stock button on the product page

Where are your products made?

You can find this information on the individual product page in the Repairs & Spares section. Most our products are made in China. All our factory partners pass strict social and ethical internal and third party audits, you can find our Ethical Policy here. All our inbound warehouse shipments are carbon neutral.

Are your plastic products BPA free?

Yes every plastic item that we manufacture is BPA free and the materials are chosen on their longevity and ability to be recycled.

I have seen on of your products on another website for cheaper, will you match that price?

We offer a price match that you can find here. Please note we will only match the total delivered costs and it must be exactly the same product code and they must have availability. We cannot match different colours and sizes. Unfortunately we do not offer our price match outside of the UK.

I need a replacement part, which one do I need?

You can find the relevant replacement parts in the Repair & Care tab on the product page. If you are able to find the item on the website but you are unable to find the part you need then please email and we can help. If you are unsure of the size of the spare part that you need or you have an older item that is no longer on the website then please visit our spares and repairs guide.

Payment, Promos & Gift Vouchers

How can I pay for my order?

We accept all major credit and debit cards as well as Amazon Pay, Apple Pay, Paypal, Shopify Pay and Klarna. We do not accept cheques, bank transfers and cash. We take fraud very seriously and due to this you may be presented with a 3D security measure at checkout.

How long will it take for the payment to show at my bank?

Our payments are instant however your own bank may take longer to show on your bank statement. Any payments will show Barista & Co.

I have two discount codes, can I use them together?

Discounts and promotional offers cannot be combined

The discount code I was sent is no longer working, can you activate it?

Many of our promotional offers are time specific and this will be stated with the offer and in the terms and conditions. If the time period has passed we are not able to offer discounts retrospectively.

Can I pay in a different currency?

Yes we are able to accept payment in some other currencies if you are based outside of the UK. If your currency has not changed by default please visit the top right-hand corner of the page and you will see the drop down option beside the GBP.

How can I manage my Regulars subscription?

Please see the Regulars FAQ's section

Technical & IT Issues

I've joined the Coffee Club but didn't receive my discount code, can you send it?

Occasionally our emails can get held up or blocked by your email service, we would also ask that you check your junk or email filter first as they are often found in there. If you do find it please add us to your safe senders list so we can ensure you get our offers and information going forward. If you aren't able to find it then please email and we will help.

How do I login to my account?

You are able to login to your account by clicking on the small person outline at the top right of the page that is beside the cart bag. To login in you will require the email address that you used to register and your password.

I have forgotten my password, can you reset it for me?

For security reasons we do not know your own password and we are unable to do this for you however you are able to do this yourself. If you click on the Forgot Password? button on the login page you will be able to reset the password. In order to do this you must use the email that you registered with us, if you can't remember this please email and we can help.

How can I make changes to my account?

To change your email, delivery address, password and payment preferences including card changes simply login to your account. You are able to reset your password without logging in but you cannot make any other changes without being logged in.

Order Issues

My tracking says the parcel was delivered but I have not received it, what should I do?

On occasions we find that parcels are left with neighbours or received by another person. IF this is common in your location we would ask that you check this. If it has gone missing we can investigate with the carrier and get further information on the person who signed for it. If you need further help then please email and we can help

I've ordered but can I cancel it?

We are happy to cancel your order without you needing to do anything as long as the goods have not dispatched. The cut off for same day dispatch is after 3pm so as long and we require a cancellation to be received by 2pm to allow time to remove the stock from our shipments. If you miss this cut off then it would be treated as a return as we are unable to prevent the order reaching you. If you send the goods back to us and they are unused and in saleable condition we will provide a full refund.

I have used the wrong delivery address, can I change it?

If you can cancel the original order before 2pm on the day it was ordered it will not ship and you can then start another order with the correct address. You have the option to add multiple delivery address and they can be held for future use. If you have missed this cut-off then you would be responsible for returning the goods to us and once received unused and in saleable condition we can process a return.


How long does UK delivery take?

This will depend on the service that you choose at checkout and the country where you are based. You will receive a tracking email from Royal Mail so you can track your shipment at any time. All standard UK shipments are on a Royal Mail 48 hour service and if your order is over £30 it will be on a Royal Mail 48 tracked. Our cut off for same day dispatch is 3pm and we do not ship at the weekend. How long does delivery outside of the UK take?

How long does delivery outside of the UK take?

If you are based outside of the UK delivery lead-times can vary. Most Western Europe orders will arrive in 7 days but for orders to North America, the Middle East and Asia Pacific it can be up to 3 weeks due to customs procedures. All orders to these regions are tracked and you will receive tracking information.

How much does delivery cost?

The delivery cost depends on your chosen service and location. Delivery to UK addresses is free for orders over £30. For full delivery costs please see our delivery charges page. Any applicable delivery charges will be shown at checkout.

Do you dispatch on the same day?

Yes we dispatch any UK order that is received by 3pm on the same day. If the order is for export and additional paperwork is required it can take 72 hours to dispatch. We pick and pack all our orders at our own warehouse that is open Monday to Friday. We do not dispatch orders at the weekend.

Can I track my parcel on your standard shipping?

From 21st June 2021 our standard shipping service for UK orders will be Royal Mail 48hr tracked. This means all orders will be tracked and you will receive a tracking email. If your order is over £30 or you are a Regular subscriber this is free of charge. All international orders are on a tracked service and you will receive a tracking email from the carrier.

Can you guarantee delivery?

Our carriers are generally very good but we do not guarantee delivery. If it is an important delivery we would suggest choosing the Tracked and Signed option at checkout. If a delivery doesn't arrive or there is a problem our team will be on hand to help. Please email or call 01202 619 500.

Do you deliver to my country?

You can find all the countries that we ship to on our Delivery Page. Unfortunately if your country is not on this page then we cannot arrange delivery. We should also note our delivery charges are not negotiable, our delivery charges are fixed by the carrier.