brew it stick making fresh coffee on the beach

Frequently Asked Questions

We always try to respond to queries promptly however we're a small team and don't want to keep you waiting! Please read our FAQs below to find a solution to your question.

Returns, Refunds and Guarantees

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.

Please complete our returns form on this link and send back to the address shown at the top of the form. 

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. 

If your item is faulty we would be happy to process a replacement if the item was purchased from baristaandco.com. You can do this by completing this returns form. Please include a photograph of the issue so we can assess and process quickly. If we require the item back we will contact you, if not we will simply send a new item. Please check it is within our guarantee period (see Guarantee & Repairs on the product page) and covered by our guarantee. If it is not we are unable to offer a return or replacement. PLEASE NOTE: if the item was purchased from a retail partner they are responsible for the return and you should contact them.

Unfortauntely as we did not take payment for the goods and the contract is between the purchaser and the retailer we are unable to process. You should refer to the returns policy of the retailer it was purchased from.

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. It is your responsibility to get the exchange back to us so please do pack well and get a postage receipt. Please ensure you include the product code of the item you would like in the message section of the returns form.

Unfortunately we are not able to accept refunds or exchanges for items that have been used or the original packaging has been damaged. 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.

Our standard manufacturers guarantee is 1 year however many of our products have an extended guarantee and you can find this on the product page in Gurantee & Repairs section. You can find what is covered by our Gurantee here.

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. If you sign up for our newsletter you get a 10% discount on spares (excluding grinder burrs). You can find this on the bottom right of every page and your follow up email will include a discount code. 

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

Regulars Coffee Subscription

If you would like to amend or cancel your subscription then this must be done by midnight on the Sunday before your delivery is due as we roast on a Monday and Tuesday. You can also do this directly within your account. If you can't access your account you can do so by following this link.

If you have set-up an account and given us permission to send marketing emails and messages, then you will receive and email and or text message on the Friday before at approximately 6pm. You have until midnight on the following Sunday to action this so we recommend doing it straight away.

If you have unsubscribed from marketing or did not agree to marketing, due to GDPR regulations we cannot send you the skip email or text message. If you would like to reinstate this please complete the Text To Skip form on this page. You will now receive the messages but please remember if you unsubscribe again, you will stop receiving the skips emails and text messages. You can also action account changes via your login page.

Please click the need help accessing your subscription below the form if you are having problems logging in.

Regulars is much more than a standard coffee subscription as it also brings savings on our hardware (machines and tools) and delivery. As a standard you receive a 10% discount on all subscription orders and you receive free tracked delivery, usually £2.95. 

The truth is you don't until you try it and for this reason we have a Selection  Pack that is available at a discounted price

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 going forward.

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.

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. If you do not this is generally down to us having an incorrect email or no email so please check your account. It is delivered on a Royal Mail 48 hr tracked service. We use the same system so please contact us if you can see the delivery has failed.

Yes, you are in total control of your account. You can pause by logging in to your subscription account and if your having any problems you can do so via this link. You must use the email you used when setting up. 

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

The payment will be taken at the same point in your chosen cycle. We process all our subscription orders on a Monday so after your initial order the next payment will be processed on a Monday. 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.

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.

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.

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.

Our 350g bags have been designed to maximise the amount of coffee that we can ship while being letter box 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 open one bag the other one will stay fresh in our valved bags, just squeeze out the air.

As a small roastery our plant is not officially accredited as organic and to state coffees are organic, it would need to be so. Our farms only use organic materials and we do not purchase from farms using pesticides. You often fine the larger brands have organic approval as they are buying from large scale commercial roasters rather than small specialty roasters. 

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.

Yes, you can find oursubscription gifts here

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.

No, hardware orders have to be placed separately unless they are part of a promotion. This is due to the fact all subscription orders ship directly from our roastery. 

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. If you are having problems accessing your account, please follow this link.

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

Unfortunately not but you can buy coffee by the bag in our showroom.

We do offer by the bag coffees in 200g but you will have to pay for delivery and Regulars offers better value for money. You can also try a Taster Pack with 3 of our coffees in.

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.

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.

Product Questions & Availability

If the item is not in our sale category then it will be coming back into stock so please check in on our website. 

You can find this information on the individual product page in the Repairs & Spares section. Most of 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.

Of course our coffee from comes from our roastery in Dorset and is SALSA approved.

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

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.

You can find all our spares in the Spare Parts section of our website. If it is no visible then it is no longer available. If you are looking for a cafetiere glass beaker without a handle they are generic sizes and can be found on Amazon.

We manufacture in rust resistant stainless steel but like stainless steel knives rust marks can appear if products are not cared for correctly. It is very important to ensure stainless steel is dried throughly after use and you take care not to use abrasive detergents or cloths. By gently rubbing with a non abrasive cloth and baking soda solution you shoud be able to remove these marks. If your product has a coating you should not do this as it can lead to damage.

Payment, Promos & Gift Vouchers

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.

Our payments are instant however your own bank may take longer to show on your bank statement. Any payments will show as baristaandco.com.

Discounts and promotional offers cannot be combined.

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.

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.

Please see the Regulars FAQ's section above.

We use a range of payment providers and unless there is a message on our website our payment gateways are working. If your card is not being accepted this will be an issue with the card provider and you should contact them. This is more common when using a card from outside of the UK.

Technical Issues

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 hello@baristaandco.com and we will help.

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. If you are having problems accessing your subscription account please see Regulars FAQ's above.

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.

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

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 hello@baristaandco.com and we can help.

We are happy to cancel your order as long as the goods have not dispatched. The cut off for same day dispatch is 1pm so as long as we receive your cancellation by 12.20pm 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.

If you can cancel the original order before 1pm 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 via our returns form.

Delivery

This will depend on the service that you choose at checkout. 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 unless otherwise specified. Our cut off for same day dispatch is 1pm and we do not ship at the weekend.

At this moment in time we do not deliver internationally but we're working on it. 

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.

Yes we dispatch any UK order that is received by 1pm on the same day. We do not dispatch orders at the weekend as our team deserve a well earned rest.

All our UK orders are shipped on a tracked service and you can track your order by following the link on the email sent to you. 

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 hello@baristaandco.com or call 01202 619 500.

We currently only deliver to UK addresses. If you are an international customer you may choose to use a forwarding service such as Forward2Me and you can input the UK delivery address at checkout.