Orders & Delivery
How can I return an order?
Not entirely happy after all? We find that just as disappointing as you do. So we'll sort it out as quickly as we can.
You can send an order back. Any return does need to meet a number of conditions;
You register your return within 14 days of receipt on our cancellation page.
Once you have registered, you have a further 14 days to actually send the order back.
You include a note inside the box with the order number of the order and, if you wish, the reason for the return.
You haven't used the item, and if it is a consumable product the bag or packaging is unopened.
The item hasn't been personalised, for example printed with your own design or ground specially for you.
You still have the product's original packaging.
You haven't tried to repair any damage yourself.
Once we've received your return, we'll refund the amount to your account within 14 days.
Buying a return label (Netherlands, Belgium, Germany and France). Go to the cancellation page and fill in your details. A button will then appear allowing you to pay for a return label at a reduced rate. You'll receive the label immediately after payment, so you can print it and stick it on your parcel straight away.
From other countries you register your return using the same form, but you arrange the postage yourself or buy a label from your own carrier. Always ask the parcel service you use for proof of postage.
Where is my order now?
Want to see where your parcel is right now? Go to Where is my parcel? and enter your order number and email address. You will immediately see every step from order to doorstep, the latest scans of the carrier and a direct link to the carrier.
We will keep you informed of the status of your order by email. With every status update you will receive an email, including a track & trace code as soon as the warehouse dispatches your order. For smaller orders sent by regular post, tracking may sometimes not be available.
What should I do if my order arrives damaged?
If your order arrives damaged, please send us photos of the damaged product and packaging within 48 hours. Also include your order number in the email. We will contact you to offer a solution, such as replacing the product or providing a refund.
Can I change or cancel my order?
If you'd like to change or cancel something, please get in touch with us straight away. This is free of charge as long as the order hasn't been dispatched. Is the parcel already on its way? You can then refuse the order on delivery, or send the parcel back once you've received it.
Would you rather add something to an order you've already placed? That's possible up to 36 hours before dispatch, through our customer service. Send us your order number and the item you'd like, and we'll add it. After that point your order has already been prepared in the warehouse and we can no longer change anything. The same applies to the next shipment of your subscription.
What are the shipping costs?
Shipping costs depend on the country the shipment is going to and on the value of your order. Above a certain order amount we ship free of charge.
You will find the current free shipping thresholds and the rates per country on our Delivery options page. That page always shows the most recent information.
Does that threshold apply including or excluding VAT? Including VAT. The threshold is calculated on the product amount including VAT; the shipping costs themselves do not count towards it. If you order as a business and see prices excluding VAT, we still calculate the threshold on the amount including VAT.
Add the products to your shopping cart and you will immediately see the exact shipping costs for your order.
Can I choose a different carrier?
Yes, at checkout you can choose from various carriers at the bottom of the page. The available options depend on your country and the weight of your order.
Can I still change my delivery address after placing my order?
If your order has not yet been dispatched, we can amend the address for you. Please contact us as soon as possible. Is the parcel already on its way? Then check Where is my parcel? — there you will find the carrier’s direct track & trace link, which often lets you choose a different delivery address or collection point yourself.
Which countries do you ship to?
We ship to various countries within the EU. Unfortunately, it is currently not possible to ship to the United Kingdom, Switzerland, Denmark and other continents due to import regulations and excise duty regulations. Check here whether we also ship to your country, including the shipping costs.
Can I collect my order?
It's certainly possible to come and collect your order from us at Stationsweg 27 in Honselersdijk (first floor). You can do this Monday to Friday from 09.00 to 17.00. The order does need to be placed online.
There is nobody there at weekends, so you can't collect on Saturdays and Sundays. Is your order ready and can you only come by later? No problem, we'll keep it for you.
When you place an order you can indicate under the delivery options that you'd like to collect it. This option is free of charge. Once the order has been completed you'll receive an email about it. That email is not confirmation that your order is ready for collection, a separate email follows about that.
Would you rather collect closer to home? You can also have your order delivered to a parcel point or a parcel locker. Enter your address details at the checkout first, and we'll then automatically look up the available collection points near you so you can choose where to pick your order up.
Don't see a collection option while ordering? Just get in touch with us and we'll arrange it for you.
What is the delivery time?
Orders are generally dispatched within 1–2 working days. Once your parcel has been dispatched, it is generally delivered within one working day in the Netherlands and Belgium.
For delivery times to other countries, see Delivery options.
Has your order already been dispatched? Then check the status of your parcel straight away on Where is my parcel?. All you need is your order number and email address.
My parcel is marked as "delivered" but I haven't received anything. What now?
First check the carrier’s latest scans on Where is my parcel?. There you can see exactly where and when your parcel was delivered, and often to whom.
Then check the following:1. Check with your neighbours; sometimes a parcel is delivered there.2. Check whether the parcel has been delivered to a collection point (e.g. a PostNL point, parcel locker or supermarket). You will normally receive a notification about this from the carrier.3. Check your letterbox for a note from the delivery driver.
Can’t find the parcel? Then contact us and include your order number. We will start an investigation with the carrier and send you an investigation form.
My parcel has been delivered to the wrong address. What can I do?
First check the carrier’s delivery scans on Where is my parcel?. There you can see exactly where the parcel was delivered — it often turns out to be with neighbours or at a collection point.
Is the address really wrong? Contact us; we can start an investigation.
This only applies when:
you, as the recipient, provided the correct delivery address during the order,
the parcel is not at a collection point,
and the parcel has not been delivered to neighbours.
If the delivery service has nevertheless delivered the parcel to an incorrect address, contact us immediately and quote your order number. We will start an investigation with the carrier. You can contact us via here.
My order was delivered damaged. What now?
Apologies for the inconvenience; of course this is not the intention and it rarely happens. Please contact us within 48 hours of delivery, include a photo of the damage and your order number. We will provide an appropriate solution.
How do I order for business / on account?
Payment on account (invoice with payment term) is only available to businesses with a Dutch VAT number. Other businesses pay directly by credit card, PayPal or one of the other payment methods offered. Create a business account with your company name and VAT number: every invoice is then automatically issued in your company's name and, with a valid EU VAT number, VAT is reverse-charged.
Can we try a few coffees first as a business?
Of course. Simply order a few 250 g packs of different coffees and let your team taste them. All coffees from our own roastery come in 250 g, 500 g and 1 kg, and on the product page you choose whole beans or freshly ground. Found a favourite? Order it by the kilo afterwards with volume discount.
Do you also supply coffee for hospitality or larger volumes?
Yes. Offices and smaller hospitality businesses simply order through the webshop: by the kilo, with an automatic volume discount from 4 kilos and, if you wish, on account.
A separate quotation with its own price agreements is usually possible from around 400 kilos, in other words a pallet. Whether that works out depends on the type and the brand. If you're looking at volumes like that, send us a message through the contact form with the coffee and quantity you have in mind, and we'll be happy to think it through with you.
I haven't received a confirmation email. Did my order go through?
You will normally receive your confirmation within a few minutes of checking out. If it doesn't arrive, one of these three things is usually the reason.
- The email is in your spam or junk folder. Have a look there first, and also under "Promotions" or "Updates" if you use Gmail.
- There is a typo in the email address. Send us your order number and the correct address, and we'll put it right and resend the confirmation.
- You ordered as a guest. The order isn't linked to an account in that case, but it does exist. We can find it for you just the same.
Would you like to be sure straight away? Request your invoice through Request an invoice, using your order number and the email address you used for the order. If the invoice comes through, you know for certain that the order is there.
Has money been taken but no confirmation arrived? Then the order has almost certainly been created. Please get in touch with us before you order again, so we can avoid a duplicate order.
When will a sold-out product be back in stock?
If an item is out of stock, we're usually waiting for a new delivery. How long that takes varies from brand to brand and from one type to another.
Let us alert you automatically. You can set a stock alert on the product page. You do need to be logged in to your account, otherwise the option won't appear. As soon as the item is available again, you'll receive an email automatically. So there's no need to keep checking yourself.
Has a product disappeared from the site altogether? Then we've taken it out of our range. Do ask us about a similar coffee, we're always happy to suggest an alternative that comes close in flavour.
Not sure whether something is coming back? Send us the product name through the chat or the contact form and we'll look it up for you.
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