Coffee FAQs Frequently Asked Questions
How do you ship?
We ship using Royal Mail large letter 2nd class. This takes about 2 working days anywhere in the UK, and within London may make it in one day. The size of the box fits through your letterbox, so you won't have to mess around with re-delivery.
Why don't you ship first class?
Actually, there are two reasons. The first reason is that it is generally accepted that from 1-4 days of 'breathing' is good for the taste of your coffee. Freshly roasted coffee gives off CO2 for up to 96 hours, depending on the roast. Shipping 2nd class adds, on average, a day to the shipping, which means a wee bit more time to breath and get even more delicious.
The second reason is that it is just a bit cheaper (only 7p!) and since we pick up the entire cost of shipping, every little bit helps.
Where do you ship?
Currently, we only ship within the UK. We offer free shipping on all UK coffee orders. The reason that we don't ship outside of the UK is that we take advantage of the large letter service of the Royal Mail, which enables us to ship in 250g amounts, and that it is both economic and convenient, because it means it gets stuck in your letterbox rather than treated as a parcel, which can mean redelivery messages.
There is no equivalent shipping method from the UK for international letters. In Europe, the Lithuanian Post Office is the only one which seems to have such a service. But we are in London, not Vilnius. We are looking, once we get bigger, at options, but what this means in the short term is that, rather than use shipping that would double the price of the coffee, we have chosen not to ship out of the UK.
What if I don't receive my order?
Contact us immediately using the chat function on the website or by email: email@example.com. We will try to sort your problem the same day.
What type of payments does Rachel's Roastery Accept?
We accept Visa, Mastercard, American Express and Paypal for one-time orders and Visa, Mastercard, and American Express for subscription orders.
What is your refund policy?
If you have some coffee that you are not happy with, please tell us at firstname.lastname@example.org. We will then ask you to return at least 150g of it back, using large letter 2nd class, and we will either a.) refund your order amount plus the cost of return postage (£1.19), or b.) alternatively, we will refund your postage cost and send you a new order. Please DO tell us what the problem was, as we want to make sure that we address it and that it doesn't happen again.
How much coffee will I get?
When we start with the green beans, we always start with 250g. In the process of roasting, the beans lose weight, and generally weigh from 200-210g, though that varies depending on the roast and even the relative humidity and temperature at the time of roasting. To put that in perspective, at home I use jars from peaches to store my coffee, and the liquid content is 680g. The 200 or so grams fit perfectly.
What roast should I order?
That is a good question! We stock only premium, specialty-grade coffees, which have a variety of different and interesting tastes. In order to best appreciate those tastes, it is probably best to avoid Italian or French roasts. The more you roast the coffee, the more it's own flavours get lost. What you get is a more smoky, and more bitter taste. If you like a strong smoky Italian roast, we can definitely do that for you. My (Rachel) personal preference is a bit lighter, but that is the beauty of our model: I don't get to choose to roast the coffee how I like it, but how you do!
How much coffee should I order?
We recommend consuming your coffee within 10 days of receiving it. It is during that period that it will have the best taste. Assuming a nice round number of 200 grams of coffee, it then depends on how you brew your coffee. For an espresso machine or stovetop, calculate 7-8grams per shot. So, if you have a double shot latte twice a day, call it 30grams per day, and after a week you will need more coffee. Drip and French press are harder to generalise, because they don't have baskets that define the amount, but assume a similar amount to the espresso and stovetop, though if you like a quite strong brew it will use more coffee in a French press or filter/drip than for an equally strong espresso or stovetop. Anyway, it points to you placing a weekly subscription!
How do I subscribe to regularly dispatched orders of coffee?
On the product page of products eligible for subscription (roasted coffee), there are two ways of purchasing the item, as shown below:
How do I cancel a subscription?
You can cancel any time you like simply by logging in using the email you received when you subscribed and cancelling.
Why can't I use a discount for my subscription?
The discounts given for subscriptions are different than those given for one-time orders. To be clear, this is because the subscription system has a different discount engine than the normal store, not because we are trying to mess with you.
Why can't I use Paypal for my subscription?
Again, this is because the subscription system has it's own checkout, and Paypal has not yet been implemented on that checkout. The normal one, which we get from Shopify, our eCommerce software provider, does offer Paypal as a payment option. We are being told that the subscription engine guys are working on Paypal payments, and that it is currently in Beta, but we don't want to bother you with Beta software. So, when it is ready for prime time, we will definitely have Paypal as an option.
I'm trying to use a discount code, but it doesn't seem to work. What can I do?
We do occasionally issue discount codes to try to attract new customers. Most of those are time-limited, so it may be that your discount code has expired. If you have only just got the code, from an advert or an email, and it still doesn't work, please email us at: email@example.com .