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FAQs

For any questions about who we are and what we do, you will find your answer here.  If you don't find what you are looking for please contact a member of our customer service team or call us on 0117 911912

Taste of London Competition

What are the Terms & Conditions?


Open to United Kingdom aged 18 or over only, except employees of Artisan Coffee Co. Limited, and their associated, affiliated or subsidiary companies, their families, agents or any other person(s) connected with the competition, including third party promotional partners.

Email competition closes at 23:59 on 24th June 2021 (the Closing Date). Entries received after the Closing Date will not be counted.

Social competition closes at 23:59 on 24th June 2021 (the Closing Date). Entries received after the Closing Date will not be counted.

One entry per person. Bulk, automatically generated or third party entries are void.

To enter you must place an order online www.artisancoffeeco.com before the Closing Date.

There will be 1 winner. One prize per winner.

This promotion is in no way sponsored, endorsed or administered by, or associated with Facebook or Instagram. You are providing your information to the Promoter and not to Facebook or Instagram. The information that you provide will only be used for purposes of this competition or as may be otherwise specified.

The winners will be selected at random from all correct entries for this competition received before the Closing Date.

Winners will be notified by email or phone or using the other contact details provided by the winner within 1 day after the Closing Date. All reasonable endeavours will be made to contact the winner during the specified time. If a winner cannot be contacted or is not available, the Promoter reserves the right to re-draw another winner from the correct entries that were received before the Closing Date.

Prize is a pair of general admission tickets to Taste of London, on a date of the winner’s choosing from the following event dates only:
  • Thursday 7th July – Sunday 11th July 2021
  • Thursday 14th July – Sunday 18th July 2021

Winner and guest are responsible for travel to and from the event at their own expense.

Artisan Coffee Co. reserves the right to substitute tickets for a different event and date without notice if ticket(s) to the advertised event become unavailable for any reason and/or at its sole discretion. Prize excludes travel to and from the event and all other costs incurred by the winner and guest.

The prize is non-transferable and there are no cash alternatives to the prize in whole or in part. The promoter of this competition is Artisan Coffee Co. Limited.

General terms and conditions for competitions apply, see section 10 of our Terms of Service.

Ordering Coffee

How can I buy your coffee?


You can buy all of our coffees online with the choice of subscription or a one-off purchase.

On all your purchases/subscriptions we have made it more economical to purchase more than one product at a time, saving you money and helping us to reduce our carbon footprint with fewer deliveries.

How do your subscriptions work?


Subscriptions are simple. Select the coffee you want, which format you need and finally which quantity you’d like to receive each month, select the subscribe button and add to basket.

Your subscription will start immediately and subsequent orders will be delivered monthly on the anniversary of your first order. You can sign-in to your account at any time to manage your subscription. You will also find an option to cancel your subscription within the order management section of your account.

When will my subscription coffee arrive?


We will dispatch your first order as soon as you complete the checkout process. Subscription orders received before midday will be dispatched the same day, if received after midday we will dispatch the following day. Our standard delivery is Royal Mail 48 (3-5 working days).  

We will always do our best to notify you of any disruption to this schedule which may occur during busy periods and public holidays.

When will I be charged for my subscription?


Your payments start the day you sign up and will recur every month on the anniversary of your first order.

How can I pause or cancel my subscription?


You can easily pause or cancel your subscription from your account page. Simply head to your account and select ‘manage subscriptions’ and select the product order you wish to change. Select from the 3 options: ‘only update next order date’; ‘update all future orders based on selected date’ or ‘pause future orders’. Save your changes.

How can I change my address or card details?


You can change your address from your account.  Select ‘view addresses and select from option to edit, delete or add new addresses.

You can change your card details in My Subscriptions. Scroll to the bottom of your products and select the ‘show details’ button. Select ‘Payment Information’ which will show your current card details and an option to ‘change payment method’. We will then send you an email with a link to follow and change your details.

Can I send your coffee as a gift?


Yes you can select to send your order as gift at checkout, simply add the recipient’s delivery address and we’ll sort the rest. To add a personal message please contact client services on hello@artisancoffeeco.com.

Can I buy gift cards?

Not at the moment, but please contact us on hello@artisancoffeeco.com and we're sure we can find a solution for you. 

I’m having problems placing an order – what do I do?


Don’t worry these things do happen from time to time. Our team are on standby and happy to help. You can contact them at hello@artisancoffeeco.com 
or call us on (+44) 0117 911912

Delivery & Returns

Father's Day Orders

Be sure to order in time for Father's Day. Please see below the last order dates for guaranteed delivery for Sunday 20th June:

- RM 48 (Free delivery): 14th June

- RM 24 : 16th June

- DPD Next Day: 17th June

When will my order be processed and dispatched?


Your order will be processed immediately and dispatched within 24 hours from when your order is placed.*

*Orders placed before 12:30 pm GMT on business days/working days with next day delivery selected, your order will be shipped on the same day.

When will my coffee arrive?


We use Royal Mail 48 for all standard delivery, including for orders above £20 where delivery is included. Orders can take between 3-5 working days to be delivered.

All UK orders dispatched with Royal Mail 24 service will be delivered in 2-3 working days.

All UK orders dispatched with DPD are for next (working) day delivery. Please note DPD does not deliver on Saturdays.

Will I be charged for delivery?


If you live in the UK and your order is below £20 we will add a £2.95 delivery charge to your order at checkout.

Delivery is free for all UK-wide orders amounting to a value of £20 or more.

You can opt to expedite your delivery at checkout, the following charges apply:

  • Royal Mail 24 - £3.20 (2-3 working days)
  • Royal Mail 24 tracked - £3.90 (2-3 working days)
  • DPD Next Day* - £6.60 

* For next day delivery, orders need to be confirmed before 12:30 pm GMT on business days/working days.

Will my delivery fit through my letterbox?


Currently, our boxes do not fit through a letter box however it is something we are working on and will update you when it changes.

Do you deliver internationally?


Due to Brexit complications, we are currently only accepting orders for UK delivery. We apologise for any inconvenience; we are working hard to change this as soon as possible. 

What is your returns policy?

For full details on our returns policy, please see here.

 

Coffee, Chocolates & Packaging

What types of coffee can I buy?

Our coffees are available to purchase online in four types; whole bean, ground, pod, coffee bag.

Our whole bean  and ground coffee roasted for your brew method of choice: espresso machine, cafètiere/filter, moka pot, AeroPress, V60.

When will my coffee be roasted?

Our coffee is roasted every week so that your coffee is always fresh. All orders will be dispatched immediately after being roasted. 

What’s the best brewing method for your coffees?

You can brew our coffees to your taste and preferred method. To help you extract the full character and flavours of the coffee we’ve developed step by step brewing guides for you to follow, you can find them here.

What equipment do I need to enjoy your coffees?

This really depends on your personal preference, it can be as simple as a kettle and a cup for our brew in cup coffee bags. You can find step by step brewing guides for all brew methods with suggested equipment listed on the page. 

For our whole bean you will need a grinder (we recommend a burr grinder) and your coffee brewing equipment of choice. For more advice please don’t hesitate to contact one of our coffee advisors at hello@artisancoffeeco.com

How should I store your coffee?

We recommend drinking your coffee as soon as possible after delivery and to store it in a cool, dry place – sealed in its pack or an airtight container.

If you order our coffee in ground or pod, we ensure your coffee always tastes freshly ground by using state of the art nitrogen -flushed technology, removing oxygen and protecting aroma. 

Are all your coffees available all year round?

Yes – we have created year round coffees so that you never have to be without your favourite one! 

With the exception of our range of seasonal single origin coffees. To be kept up to date with our product launches please sign up here.

Where can I drink your coffee?

You can also experience our coffee outside of your home by visiting our cafe in Bristol (opening April 2021). We also have a very cool coffee van selling coffee throughout Bristol and available for private events. Please contact us for more info. 

Do you sell your coffee wholesale?

If you’re interested in selling our coffee we’d love to speak with you, please get in touch here.

Why do you sell ground coffee in 30g bags?

Once ground, coffee quickly begins to stale. Our 30g bags keep ground coffee fresh and packed full with the flavours and aromas, you can taste them in each cup.  A 30g bag is also the perfect amount of coffee for a 4 cup cafètiere so you don’t need to worry about not adding the right amount, less wastage + extra flavour = the perfect brew!

What dose of water should I use with your pods? 

We recommend a 25g shot of water for an espresso. For a longer coffee top with hot water or for the best results brew two pods one after the other and top with hot water. Most Nespresso® machines can be programmed to deliver that same dose every time you press the button. For more information on how to get the best out of your pods read our brew guide here.

Are your pods compatible with all machines?

Our pods are compatible with all drop down Nespresso® original machines. The capsules are not compatible with Nespresso® Vertuo machines.

Our pods have been produced to maximise the characteristics of each of our coffees for use in these machines.

I’ve received chocolates with my coffee, are they for me?

Just for you! We call them Chocolate Flights – bursting with flavours to amplify the characteristics of your coffee to mind-blowing effect.

Do you recommend I eat the chocolate with my coffee? 

Yes! We believe our chocolates are the perfect treat size to be enjoyed with your brew of choice. Just 3 or 4 bites can totally transform your taste experience.

Everyone will have their own tasting preference but we recommend placing a small bite of chocolate on your tongue and leaving it there while taking a sip of coffee. We promise, the taste sensation is out of this world!

Do your chocolates contain nuts?

All our chocolates are individually labelled with a complete ingredients list. Whilst not all of our chocolates contain nuts as a main ingredient they may contain traces of nuts. For this reason, unfortunately we do not recommend our chocolates for anyone suffering from nut allergies. 

We are always working to improve our products and find ways to ensure everyone can enjoy them, it just takes a little time. Please contact us at hello@artisancoffeeco.com if you have any specific product enquiries or feedback.

Why have you packed each chocolate individually?

The benefits are threefold. Most importantly this packaging helps us ensure there is no cross-contamination in the boxes for anyone suffering from specific allergies.  It also allows us to protect the flavours of each chocolate, arriving to you in perfect condition and finally it allows you to store them more easily, even though we know once you’ve had one it will be difficult to put them down!

Is your packaging recyclable?

All our paper packaging is recyclable. Unfortunately, our bags aren’t there yet, but we’re always researching the market for new recyclable packaging options that protect the freshness and don’t compromise on the quality of our product.

Account & Billing

What forms of payment do you accept?

We accept most payment cards including credit and debit cards. If you have any payment problems, please get in touch with a customer service team at hello@artisancoffeeco.com or call us on (+44) 0117 911912 

I’ve forgotten my account password, what do I do?

Head over to the account login page and click the ‘Forgot your password’ link, you’re your email address you used to create your account and we will send reset instructions straight to your inbox.

During which hours can I contact your customer service team? 

You can contact our team Monday to Friday, 08:30am-5:30pm

How do I subscribe to your newsletter?

You can subscribe by using the sign up form on our homepage here.

Can I unsubscribe from your mailing list?

Yes, you can unsubscribe at any time by clicking the link in any of the emails we send you.

Will you share my personal information?

No -  we will never share your personal information without your prior consent. From time to time we may work with 3rd parties who we feel add value to our services and for our clients but we will always keep you informed and always protect your personal information. For more info, you can read our privacy policy and our cookies policy here.

Feedback & Reviews

Do you want to know what I thought of your coffee?

Yes - We really do! We try and brew our coffees in many different ways to see how they taste but we always want to hear your feedback– good or bad!

For now, you can share your feedback by contacting our customer service team at hello@artisancoffeeco.com or by leaving a review on Trust Pilot here. Very soon we’ll be adding your reviews to the site and when that happens, you’ll have access to personal feedback on each coffee you try.

I still have questions, who should I contact?

Our customer support team are available to answer any type of question, please contact us at hello@artisancoffeeco.com or call us on (+44) 0117 911912 

Or you can write to us: Artisan Coffee Co., Powerhouse, Great Park Rd, Bradley Stoke, Bristol BS32 4RU