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Delivery, Returns, Complaints policies

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Shipping & deliveries:

We aim to ship every working day, from Monday – Friday, and if your order reaches us before 8am, it’ll almost certainly despatch the same day. In exceptional circumstances, it may despatch the following working day, but if you have any queries as to where it’s at, please do get in touch via email at [email protected]

If you order on Friday after 8am, Saturday, Sunday, or in UK public holidays, then your order will be despatched on the following Monday or working day.

We use both Royal Mail and DPD Local delivery services.

  • Royal Mail Tracked 24 aims to deliver the next day.
  • Royal Mail Tracked 48 aims to deliver within 2-3 working days
  • DPD Local delivery aims to deliver next day to the UK mainland on a tracked & signed-for delivery service. You should receive a notification from DPD with an estimated delivery slot on the day of delivery.

If you are in a hurry to receive your coffee then we would recommend Royal Mail Tracked 24 or DPD Local.

  • We would expect the vast majority of deliveries to be made according to the schedules above, but we are afraid we cannot absolutely guarantee this.
  • Royal Mail only guarantees delivery within 28 days, but aims to deliver as per the schedules listed above.
  • Whilst no delivery method is 100% guaranteed, we find the vast majority of DPD & Royal Mail deliveries are made to time.
  • Once your coffee has been despatched, however, we have little control or sway if Royal Mail encounter delays, and often we have the same tracking info as we’ve sent to you.

These timescales are for the UK mainland. For areas further afield, you may need to allow additional time. For more info please contact us.

Roasting & freshness:

All of our coffee tastes best at least 5 to 12 days after roasting, so we recommend you wait until this time to experience them at their best.

All coffee will be date-stamped for easy identification of roast date, and will have a suggested “use within” date. For brewing tips and recommended recipes, techniques and suchlike please see our blog section.

Complaints & Returns:

We work really hard to make sure the quality of our coffees is kept at a consistently high level. If you are not happy with the quality of your coffee please contact us within 7 days of receiving coffee, and we will endeavour to find an appropriate solution.

If you’ve purchased some brewing equipment and you think there’s a fault, then please contact us at [email protected] and we can arrange for a return if necessary. We may ask you to take the collection to a Royal Mail or DPD pickup location (Post Office or similar) but will communicate this to you.

Return address is listed on the postage label – Unit 22, Sandon Estate, Sandon Way, Liverpool L5 9YN, UK.

If goods are returned due to being faulty, so long as they are returned within a reasonable time the remedy afforded to the customer, under the Consumer Rights Act 2015, is a refund.

If you have a complaint then please let us know. We’ll acknowledge it within 2 working days and we’ll keep you informed of the progress of the complaint at all times.

Sage Warranty & Returns:

All Sage products come with a one year warranty held by Sage. In the unlikely event that your item is faulty, you can return it to us within 30 days. Returns or replacements outside of the first 30 days will be dealt with by Sage directly, as per their warranty.

Pre-ground Coffee

Although we do offer coffee pre-ground for espresso, we do not recommend it as a long term solution. If you’re making espresso at home we would really recommend buying a good quality, electric grinder. Coffee is a product that contracts and expands with heat and humidity, and with hundreds of different options for at-home espresso machines, it’s nearly impossible for us to provide a ‘one size fits all’ espresso grind. Brewing espresso involves interacting with multiple variables, including local water makeup, ambient temperature, coffee resting periods, and several grinder and machine settings, to name just a few. Our espresso grind is based on, and tested using home espresso machinery by Sage, but that doesn’t mean it will work brilliantly with your machine. We are available to give advice where we can, but we’ll never be experienced with every machinery make and model on the market.

For these reasons, we are unable to offer a refund in cases where you find your coffee to be ground too fine or too coarse.