Frequently Asked Questions
If your question is not answered here, please call 01243 555775 or email us. Our Customer Service team are happy to help anytime during normal office hours. Try us!
Q. Hmm. I'm not sure. Can I order a sample first?
Indeed you can. Simply click here to try before you buy. The cost is just £1.99 (some samples are free!) and we'll ship them the same day.
Q. What is the smallest quantity I can order?
There is NO minimum order quantity. You can even order just one bag of coffee beans or box of tea bags and still benefit from our low wholesale prices and tiny delivery charges.
Q. How can I be sure my item/s will arrive safely?
We pack all goods carefully in bubble wrap or shredded card and boxes. We sometimes use second-hand boxes in order to minimise our impact on the environment (but only when our expert Despatch guys judge that the reused boxes are tough enough for the journey).
Q. What if I'm ordering a gift?
If you'd like the package to be delivered direct to the recipient, just tell Customer Services when you order. We don’t offer a gift-wrapping service but we are happy to include a short message from you and to remove any invoicing/price information (all at no extra charge).
Q. What if the item/s I want are out of stock?
As far as we know, everything shown as available on the website is currently in stock. If there is a problem, we’ll let you know so you can choose an alternative or request a refund.
Q. Why should I open an account?
You can order anytime as a 'guest', but if you open an account, you can log in to view and repeat previous orders, which saves you time in the future .
Q. Can I order if I'm based outside the UK?
Yes. We deliver anywhere in the world. Please call 01243 555775 or email us at email@example.com to tell us where you are and what you need.
Q. How can I pay?
You can pay online with your credit or debit card via PayPal (you don't need a PayPal account yourself).
If you would prefer to pay by bank transfer (BACS) or over the phone, please call 01243 555775 or email us on firstname.lastname@example.org.
Q. Do you offer credit?
Sorry, no. But if you'd like a pro forma invoice before payment, please call 01243 555775 or email Customer Services at email@example.com.
Q. What are your delivery costs?
We know that the cost of delivery can really bump up the price of your order, so we have worked hard to give you a really good deal!
The charge varies depending on how much you spend. When you spend £50 or more delivery doesn’t cost you a penny!
Spend £50 or more
Spend under £50
£4.99 (plus vat)
The price is the same throughout the UK; unlike some companies, we don't charge extra for delivery to remote postcodes.
Q. When will my order be delivered?
If you order before 2pm, our hard-working Despatch guys will pack your goods and send them out on the same day, otherwise, it will be the next working day.
Delivery time depends on the option you choose at Checkout (note that we can’t arrange Express Delivery to certain remote areas).
We use reputable courier companies and monitor them carefully, but sometimes delays may occur that are outside our control, such as weather or traffic conditions. We always aim to keep you informed and minimise inconvenience, however, we can't be held responsible for such delays or consequential losses.
If you’re outside the UK, the delivery time will depend on where you are based and the size of your parcel (you should also note that you may have to pay local import duties and taxes).
Q. Can I choose my delivery date?
Yes. First place your order as usual, then call 01243 555775 or email firstname.lastname@example.org to tell us which day you'd like your goods to arrive.
Q. What if I want to cancel my order?
Call 01243 555775 or email email@example.com as soon as possible. If your order has not yet been despatched, we'll cancel it immediately. If it has already been despatched, you'll have to return it to us. Please scroll down to the Returns question below for instructions.
Q. What if my order doesn’t arrive?
If your order doesn’t arrive within five days, please phone 01243 555775 during office hours, or email firstname.lastname@example.org.
Q. What if my order arrives damaged?
It's rare, but if it does happen, please call 01243 555775 or email email@example.com to let us know within 24 hours. We'll happily arrange a refund or replacement with our apologies. (We may ask you to send us a photo or to return the item first.)
Q. What if my order arrives wrong?
If we've accidentally sent the wrong item or something is missing, please call 01243 555775 or email firstname.lastname@example.org within 24 hours. We'll arrange a replacement or refund on the same day, and have some stern words with the Despatch guys. (This doesn't happen often; they're usually very reliable.)
Q. How do I arrange a return?
We hope you love everything you order from us, but you can return any unwanted items within 14 days of despatch.
Please repack the goods carefully to prevent damage in transit (we can't give you a refund unless they are suitable for resale) and send them to Unit 4, Arndale Road, Littlehampton, West Sussex BN17 7HD.
We recommend you use a trackable postal service and retain proof of postage – because we can't give you a refund if the goods never arrive back with us.
When we receive your returned item/s, we'll refund the cost within 7 working days, using your original payment method (we regret we can't refund the cost of delivery or return). If you don't receive your refund after this time, please let us know and we'll sort it out.