CHANGE OR CANCEL AN ORDER
We’re sorry that in most circumstances it’s not possible to make changes to your order once you’ve placed it.
If you’d like to add products to your order, please place a new order for these items.
If you need to change details of your delivery address, remove items from your order or cancel it completely, please contact our Customer Services team for advice between 9am and 5pm, Monday to Friday (excluding UK Public Bank Holidays) by email at returns@coffeee.net. Please quote your order number and order date.
If your order has already been dispatched or delivered, then you’ll need to follow our Returns Procedure in the event of any unwanted products.
There are some products which we cannot cancel, refund or exchange, including consumable items and made-to-measure items.
TRACK YOUR ORDER
To check your order status, just click on the Your orders link at the top of the page, sign in and then View orders.
- Order received means your order hasn't been processed yet.
- Order processing means your order could be at any point between the warehouse receiving it and dispatching your goods.
- Dispatched means your order has left our warehouse. You'll receive an email confirming dispatch. Depending on our chosen carrier, you may receive a separate email from us that will detail how to track your order when it has left the warehouse.
- Cancelled means your order has been cancelled either by you or us.
If you find that your order has only been partially delivered, this may be because other items are being dispatched from a different location. However, if your order is obviously incomplete, over-delivered or damaged, or if you wish to change or cancel your order, please email us at returns@coffeee.net between 9am and 5pm, Monday to Friday (excluding UK Public Bank Holidays).
MISSING, INCOMPLETE OR DAMAGED ORDERS
If your order hasn't arrived, or arrives incomplete, first of all please view your order online. If your order is showing as dispatched but hasn't arrived within the expected time period, please email us at returns@coffeee.net Monday to Friday (excluding UK Public Bank Holidays). If you have more than one item on your order, please bear in mind that products may be sent out from multiple locations and so arrive separately. However, if this is not the case and you haven't received the entire order as detailed in the order confirmation email sent to you, please email as before.
If your order arrives and the goods are damaged, please complete an on-line returns form.
RETURNS PROCEDURE
Returns can be made via Royal Mail or courier.
Complete the on-line returns form and please include: order number, the reason for the return and whether you'd like a refund or a replacement.
- We'll email you back with instructions for returning by Royal Mail
- For larger items we can arrange for a courier to come and collect the product you wish to return at your expense.
REFUND POLICY
We want you to be happy with your purchase. If you're not, just return the product to us, following the instructions above, and we'll exchange or refund it. Please see below for products excluded from this policy.
Under the Distance Selling Regulations, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 7 working days of receipt. This includes any delivery charge, but excludes the products listed as exceptions below.
CONDITION OF RETURNS
It's important that returned items are in the best possible condition, so please take reasonable care of them.
DELIVERY TERMS
Where We Deliver
Delivery must be to an address in the United Kingdom. Orders will be sent by courier and will require a signature. Please make sure you keep the receipts which will accompany your order.
Delivery Charges
We make every effort to keep our delivery charges as low as possible. Whenever applicable, the total cost and details of delivery charges will be explained in full at the basket page. IMPORTANT: We do everything we can to meet the delivery times specified. However, occasionally delivery times may be affected by factors beyond our control and therefore they cannot be guaranteed.
We'll refund any delivery charges you've paid for damaged or faulty goods, provided you return the full order. All items returned for any other reason will be at your cost.
Products we're unable to cancel, refund or exchange
Unless faulty or not as described, we cannot refund or offer an exchange on:
- Personalised or made-to-measure products
- Perishable goods such as beverages and food
We're unable to accept order cancellations for these products.
This does not affect your statutory rights.
