FAQs

If you can't find the answer to your question here please use the contact form to get in touch and we'll aim to respond within 24 hours.


Delivery

How much is delivery?

The good news is, delivery is free for orders over £25 to UK mainland addresses.

 

If your order is under £30, a small delivery fee will be charged in line with our postage charges:

 

Order Value Cost
Up to £25 - £3.50
Over £25 - Free

 

For anywhere else, please contact us and we will send you a quote as quickly as possible (usually within the hour during working hours).

 

Do you offer free delivery?

Yes, we offer free delivery on orders over £25. If you’re a local, you can also select in-store pick-up at checkout.

When will I receive my order?

Orders over £25

 

UK mainland orders received before 1pm will be processed and shipped that day, for delivery in 1-2 business days.

 

All other items

 

All other UK Mainland items ordered before 1pm Monday - Friday are sent via 1st Class Royal Mail post, which means deliveries can take up to 2 working days.

 

For Offshore UK (including Scottish Highlands), items ordered before 1pm will take 2 working days to be delivered.

 

International deliveries usually take between 3-5 working days.

 

 

Which Courier do you use?

We use both Royal Mail and Hermes.

How can I track my order?

Once your order has been despatched, you'll receive an email notification which will include a link to track your order delivery.

What happens if I am not at home to receive delivery?

If you are not at home between 9 am and 6 pm Monday to Friday, we recommend arranging delivery to an alternative address (such as a work address).

 

If we attempt to deliver to your address and no one is available, the courier will leave a card informing you how to re-arrange delivery, and will re-attempt the following working day.

 

Any unclaimed or undelivered orders will eventually make their way back to our Returns department, where a refund will be processed.

 

Our carriers charge us £10 for getting the parcel back to us, so this amount will be deducted from your refund to cover this cost.

 

Please note that we don't recommend customers to leave instructions for goods to be left outside their address.


Returns & Refunds

What is your 100% Satisfaction Guarantee

We are proud of the products we sell. If you are not 100% satisfied with the quality of the items you purchase from us, we'll refund you in full.

 

To qualify, you must request a refund within 14 days of your purchase.

 

How to request a refund

 

Please send an email to hello@hackneycoffee.co stating the following:

 

Order Number

Items(s) purchased

Reason for requesting a refund

 

A member of our team will be in contact and you should receive your refund back to the purchase card within 7-10 days.

 

I've changed my mind, can I get a refund?


We realise that there are occasions when you might change and that's why we offer a full refund on any of our products within 7 days of purchase.

 

To be eligible for a refund, your items must be unused and in the same condition that you received it.

 

How to return an item for refund

 

1. Please email us at hello@hackneycoffee.co

2. Send the item in either a box or shipping bag to ensure the product is undamaged when received by us.

3. Please include a returns note inside the parcel so our returns team know exactly what to do with it.

4. We recommend sending your parcel via myHermes or UPS as this is a much cheaper option than Royal Mail. You can take your parcel to one of their 4,500+ parcel shops across the UK.

 

Send your parcel to:

Hackney Coffee Company

503 Hackney Road

London

E2 9ED

 

Once your return is received and inspected, we will drop you an email about your refund, which will take 5 working days to land back in your account. The refund will be made to the original payment method used.

 

Please note: We advise customers to take all the necessary precautions to ensure that their parcels are sent via a secure and reputable courier company.

Can I cancel or amend my order?

We work quickly to pick and pack your items. Unfortunately, this means your order can't be amended or cancelled once you've placed it. This includes swapping products, changing your delivery address, and changing payment methods. You can always return any unwanted orders to us for a refund.


Our Coffee

Is your coffee Fairtrade?

Through our partners, we have direct relationships with farmers and the prices we pay are often far above the prices that the fairtrade scheme pays. Much of the speciality coffee sector is focused on buying premium quality green beans, which means that farmers can often demand much higher prices for their crops. By contrast fairtrade certified coffees are typially not classed as 'speciality grade' and are of a lower quality.

 

Is your coffee organic?

 

The speciality grade producing farms still make up a small portion of the overall coffee producing market. Farms are often small family run businesses that do not have the resources or funding to gain organic certification. However, to produce such high quality crops their traditional methods are often passed down through several generations and remain sympathetic to the land.

Can I cancel or amend my order?

We work quickly to pick and pack your items. Unfortunately, this means your order can't be amended or cancelled once you've placed it. This includes swapping products, changing your delivery address, and changing payment methods. You can always return any unwanted orders to us for a refund.


Everything Else

How do I apply a promotion code to my order?

A valid promotion code can be applied to your order by entering it into the promotion code box, located on the basket page of the checkout process. Please note only one promotion code can be redeemed per order. If you are experiencing any difficulties in redeeming the code, please contact our customer service team

 

How can I pay for my order?

 

We accept payment online by Visa, MasterCard, Amex, Maestro, PayPal, Amazon Pay, Shop Pay and Apple Pay.

Can I redeem a promotion code/offer in store?

Unless otherwise stated, promotion codes can only be redeemed on online orders.

Can I get a tax refund on my web order?

Orders placed on our website are not entitled to a tax refund.

Can I get a VAT receipt for my order?

Yes you can. Please contact our team with details of your order, and they will arrange for this to be sent to you via email.

My order is a gift – will there be prices on the delivery note?

No, we don't show any prices on the paperwork sent with order deliveries. Please note that we do include prices for international deliveries due to custom reasons.