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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 911 1912.
An important message to all of our valued customers
Royal Mail Strikes
Royal Mail have informed us of strike action on the below dates disrupting deliveries during those periods, no deliveries will be made on the day of strikes and delays to standard tracked services (RM48 & 24) are to be expected. DPD Next Day services are excluded.
For guaranteed delivery for the weekend please choose DPD Next Day Delivery - Last Order Thursday before 12.30pm.
- Friday 30th September
All orders placed after 3pm on Thursday 28th September will be dispatched on Monday 3rd October (further delays could be expected on Monday 3rd also due to the impact of this strike action).
1. Ordering CoffeeHow 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?
How can I pause or cancel 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 change my address or card details?
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.
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 buy gift cards?
Yes you can select to send your order as gift at checkout, simply add your personal message and the recipient’s delivery address and we’ll sort the rest.
Not at the moment, but please contact us on firstname.lastname@example.org 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 email@example.com or call us on (+44) 0117 911912
2. Delivery & Returns
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 £25 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 £25 we will add a £2.99 delivery charge to your order at checkout.
Delivery is free for all UK-wide orders amounting to a value of £25 or more.
You can opt to expedite your delivery at checkout, the following charges apply:
- 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?
Do you deliver internationally?
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.
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.
For orders and delivery to South of France and Monaco please visit our store here
What is your returns policy?
For full details on our returns policy, please see here.
3. 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 regularly 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 firstname.lastname@example.org
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!
Where can I drink your coffee?
We have a very cool coffee van selling coffee at events throughout the year, and is also 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 Opal One & 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 email@example.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.
4. Product Warranty
What warranty is included with purchase of Opal One pod machine?
A 1-year warranty period is included with all purchases of the Opal One pod machine. If you experience any problems please get in touch with a customer service team at firstname.lastname@example.org or call us on (+44) 0117 911912 who will advise the next steps to getting your machine repaired or replaced.
What are the criteria for product warranty?
Product warranty period refers to the period in which the manufacturer or seller either repair, replace, refund or compensate for consumer damages due to any product defect or default, or the period in which termination and/or cancelation and fulfillment of contract applies.
The warranty period begins on the date of purchase which requires presentation of the original proof of purchase (e.g. receipt) to ascertain the date. In the case that no proof of purchase can be provided, the warranty period begins on the date six months from the manufacturing date.
During the warranty period, the manufacturer will either repair, replace or refund the product at no charge to the owner. However, this warranty does not apply to any malfunction or damage caused by consumer misuse or reason beyond Artisan’s reasonable control and any product modification or damage due to unauthorized repair or installation other than by the manufacturer or repair and installation service providers designated by the manufacturer.
The warranty period may be limited in the following cases:
- Using coffee machines intended to be used in households for business purposes;
- Coffee machines for household use are intended to be used in households or similar applications such as in staff cafeteria in shops and offices, and in the rooms of hotels, motels and other facilities offering accommodation services.
- The warranty period may be limited if such machines are used for business purposes of selling coffee products other than the aforementioned purposes (e.g. selling coffee drinks at café, comic book store or others).
- Using coffee machines in abnormal environments;
- Coffee machines are designed to be used in normal conditions (temperature and air pressure, etc.).
- The warranty period may be limited if coffee machines are used in places other than of normal environment such as in vehicles or vessels. Warranty of products supplied by contract with the Company shall comply with the terms and conditions of the same contract.
5. 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 email@example.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?
6. 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 firstname.lastname@example.org 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.
7. Q Club
Q Club by Artisan Coffee Limited Terms & Conditions
These terms and conditions govern your membership of the Q Club. Please read them carefully and keep hold of a copy for future reference. If you have any questions about these terms and conditions or your use of the Q Club, then please contact us here.
Subscription to the Q Club Loyalty Programme
The Q Club loyalty programme is only available to residents of the United Kingdom who are at least 18 years old.
Membership of the Q Club loyalty programme is personal to you. You may not share or transfer your points from your Q Club, although your friends and family can of course apply for their own Q Club membership.
We may refuse an application to join the Q Club loyalty programme if we feel there is a good reason to do so.
Membership to the Q Club loyalty programme can only be activated in conjunction with a purchase.
You must notify us as soon as possible if you change your name, address or email address. These changes can be made online here. Please note that if you do not let us know of these changes, you may miss out on promotional offers and your use of your Q Club membership may be affected.
Your Q Club points will be valid for 24 months after they are added to your Q Club account. If they are not redeemed in this time they will expire and will be deducted from your account.
Marketing Communication - Consent
By accepting these terms, you confirm that you are happy to receive news and offers tailored just for you.
At any time, you can opt out of all such marketing and withdraw your consent in 'My Account' or directly in the communications you receive. Opting-out will not affect the other services you receive as part of the Q Club Programme
Benefits of the Q Club Loyalty Programme
The Q Club offers members:
- 10 points for every £1 you spend
- 10 points for liking @artisancoffeecompany on Facebook
- 25 points when you follow @artisancoffee_co on Instagram
- 50 points when you share #ArtisanCoffeeCo creations on Facebook
- 150 points when you refer a friend (your friend gets a £10 voucher too)
- For every 1000 points you have, we’ll give you £10 to spend at artisancoffeeco.com.
- 200 points on your Birthday
You will also benefit from:
- Early access to new products and promotions
- Invites to exclusive Q Club events
- Access to top tips and insights from our dedicated team of in-house coffee experts
- Free entry into prize draws and more to come, like we said, we’re always crafting a better experience.
The featured benefits can be reviewed at any time by Artisan Coffee Co.
Cancelling your Q Club membership
To opt out of the programme, you can contact our Customer Services team. We may need to contact you for account administration purposes, even if you opt out of marketing. Cancelling your account means you will no longer be a member of the Q Club programme, your account will cease to be active, and you will lose any points you have earned. If you want to join again in the future, you will need to open a new Q Club account.
I still have questions, who should I contact?
Our customer support team are available to answer any type of question, please contact us at email@example.com or call us on 0117 911 1912.
Or you can write to us: Artisan Coffee Co., Powerhouse, Great Park Rd, Bradley Stoke, Bristol BS32 4RU