FAQ's
Subscriptions
How does the Roasters Club subscription work?
Our Roasters Club delivers freshly roasted single-origin and seasonal blends straight to your door on a schedule that suits you — weekly, fortnightly, or monthly. Each delivery is roasted to order and dispatched within 48 hours of roasting.
Can I pause or cancel my subscription?
Yes. You can pause, skip a delivery, or cancel your subscription at any time from your account dashboard — no minimum term, no cancellation fees.
Can I change my coffee or grind preference?
Absolutely. Log in to your account and update your coffee selection or grind size before your next order is processed. Changes made after your order has been roasted will apply to the following delivery.
When will I be charged?
Your subscription renews automatically on the same day each billing cycle. You'll receive an email reminder 3 days before each charge so you have time to make any changes.
Shipping & Delivery
How long does delivery take?
UK orders are typically delivered within 2–4 working days. We dispatch Monday to Friday, and all orders placed before 12pm are processed the same day.
Do you offer free shipping?
Yes — free standard shipping on all UK orders over £30. Orders under £30 incur a flat shipping fee, shown at checkout.
Do you ship internationally?
We currently ship to selected European countries. International shipping rates and estimated delivery times are shown at checkout based on your location.
How do I track my order?
Once your order is dispatched you'll receive a shipping confirmation email with a tracking link. You can also view your order status in your account.
Gift Sets & Gift Cards
Can I send a gift directly to someone else?
Yes. Simply enter the recipient's address at checkout. You can also add a personalised gift message during checkout and we'll include it with the order.
Do you offer gift subscriptions?
Yes — gift subscriptions are available for 1, 3, or 6 months. The recipient receives a welcome email with instructions to activate their subscription at a time that suits them.
Do gift cards expire?
Coffee Factory gift cards are valid for 12 months from the date of purchase and can be used on any order in our online store.
Returns & Refunds
What is your returns policy?
We want you to love every cup. If you're not satisfied with your order, please contact us within 14 days of delivery and we'll make it right — whether that's a replacement, store credit, or a refund.
Can I return coffee that has been opened?
Because coffee is a perishable product, we're unable to accept returns of opened bags. However, if there's a quality issue with your coffee, please get in touch and we'll resolve it promptly.
What if my order arrives damaged?
Please contact us within 48 hours of delivery with a photo of the damaged item and we'll arrange a replacement or refund as quickly as possible.
Brewing & Coffee
What grind size should I choose?
The right grind depends on your brewing method: Coarse for French press and cold brew; Medium for pour-over, Chemex, and drip; Fine for espresso and Moka pot. If you're unsure, select whole bean and grind fresh at home for the best results.
How should I store my coffee?
Store your coffee in an airtight container away from direct sunlight, heat, and moisture. Avoid the fridge or freezer for everyday use — our resealable bags with one-way valves are designed to keep your coffee fresh.
How long does coffee stay fresh?
For the best flavour, we recommend drinking your coffee within 4–6 weeks of the roast date printed on the bag. Whole beans stay fresh longer than pre-ground coffee.
Where is your coffee sourced from?
We work directly with small-scale farms and cooperatives across Ethiopia, Guatemala, Colombia, and beyond. Each product page includes tasting notes and origin details for every coffee we roast.
Account & Orders
Do I need an account to order?
No — you can check out as a guest. However, creating an account lets you track orders, manage subscriptions, and access your order history in one place.
How do I contact you?
You can reach our team via the Contact page. We aim to respond to all enquiries within one business day.