Shipping & Returns

LETTERBOX FRIENDLY DELIVERY

Our 250g subscriptions and direct delivery gift subscriptions will be despatched in a letterbox friendly parcel. (an icon for letterbox friendly will appear) This is based this on average height of the mailbox in the UK being 40mm.

SAME DAY DESPATCH (ORDER BEFORE 9am same day)

Order before 9am and get your coffee processed and despatched that day (excluding weekends and Bank holidays). Any orders after 9am will be despatched the next day. See our cutoff order time slots below.

FRESHLY ROASTED TO ORDER

We aim to roast all of our coffee to order but there may be times where some of our mainstay coffees will be rested before being despatched.

SHIPPING INFORMATION

We offer free 48hr delivery service on all subscriptions, and orders with a basket value of £25 or more. Orders with a basket value of £25 and under will be charged at the basic rate. Please see shipping rates below:


UNITED KINGDOM

ORDERS UNDER £25	COST
Royal Mail Tracked 48	£3.50
Royal Mail Tracked 24	£4.50
Royal Mail 48	£1.50
Royal Mail 24	£2.50
Subscriptions and orders £25 and over	Free delivery

*Orders over 5kg in weight will be sent via Parcelforce next day free of charge.

EUROPEAN DELIVERY

WEIGHT	COST
Under 0.5kg	£8.50
0.51kg - 1kg	£10.50
1.01kg - 1.5kg	£13.00
1.51kg - 1.75kg	£15.00

REST OF WORLD

WEIGHT	COST
Under 0.5kg	£10.50
0.51kg - 1kg	£12.50
1.01kg - 1.5kg	£16.00
1.51kg - 1.75kg	£20.00

We do not currently offer shipping over 1.75kg to countries outside of the UK.

OTHER

International Shipping – Customs Clearance & Import Taxes: Coffee Factory Ltd cannot accept responsibility for customs clearance or any import tax, country-specific customs charges or local country tax. Please check with your local customs before purchasing.

We are currently unable to ship any electrical goods containing lithium batteries to China, due to custom rules and regulations.

We reserve the right to adjust our shipping rates at any time without prior notice. By purchasing goods from our website you are agreeing to the terms and conditions of the website and the shipping rates shown at checkout.

Products purchased at thecoffeefactory.co.uk is not for resale unless expressly agreed in writing by coffee factory ltd

Sales to non-business customers that are located outside the UK will be distributed using Delivered At Place (DAP) shipping terms. The customer is the ‘importer of record’ and liable for any import VAT/customs duty that may apply on import.

non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), Whilst we want you to be happy with your order, as coffee is a consumable good we will only replace or refund coffee if it is faulty or damaged, This is subject to assessment by our Customer Service team . Custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Non-consumable goods

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@thecoffeefactory.co.uk. Please note that returns will need to be sent to the following address: Coffee Factory, , Seaton Junction, Axminster EX13 7PW, United Kingdom.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@thecoffeefactory.co.uk.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Whilst we want you to be happy with your order, as coffee is a consumable good we will only replace or refund coffee if it is faulty or damaged in any way. This is subject to assessment by our Customer Service team 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
If you have changed your mind and the items are unsuitable then please contact us within 14 days of receipt of the goods to arrange a refund.  You will incur the carriage charge for return of the goods. Please note that refunds are subject to the provided goods being in perfect, unused and complete in their unopened original packaging. Please allow 14 working days for this process.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@thecoffeefactory.co.uk.