Shipping & returns
Shipping FAQ
How long does it take to process an order?
Please allow 3-5 days for your order to be processed for shipping.
Who do you use to ship products?
Shipping times will be dependent on couriers used. We send your orders via Royal Mail. Royal Mail states they aim to deliver in 2-3 working days, including Saturdays. These days do not include our processing times.
How much does it cost to ship?
Shipping costs for your order will be calculated and displayed at checkout. This cost will vary based on the weight of items.
Where do you ship to?
At the moment we are shipping to UK destinations only.
Do you offer click & collect?
Yes we provide a Click & Collect service to a small number of stores. Select Click & Collect option at checkout and pick your most local store. Please allow up to 2 working days for collection after the dispatch notification is emailed to you. Orders placed after 3pm Friday will not be available for collection until the following Tuesday. If item is not collected within 30 days, the item will be returned to our warehouse and the order will be voided.
How do I check the status of my order?
You can check the status of your order via the tracking number that you will receive after your order is shipped; this will be in your notification email. Alternatively you can email hello@coffeehouseonline.co.uk for an update.
What happens if an ordered item is out of stock?
If the item is out of stock, you will see this on the website, it will be updated on a regular basis. You will not be able to order an out of stock item. In the event you have ordered, and the item happens to be out of stock, your order will be fulfilled as soon as new stock arrives.
Do you offer refunds, returns and exchanges?
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange. Excluding Gift Cards.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
REFUNDS & RETURNS
Overview
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as coffee or tea cannot be returned if opened. Gift cards are also non-returnable items, as we can correct any errors remotely.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
Food with obvious signs of use.
Equipment that has been opened.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 7 days.
Late or missing refunds
If you haven’t received a refund yet, first check your payment account again.
Then contact your payment company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@coffeehouseonline.co.uk and send your item to:
Threes Company (Catering) Limited
Unit 4 Taurus Park,
Gemini Business Park,
Europa Boulevard,
Warrington, WA5 7ZT
Shipping returns
To return your product, you should mail your product to:
Threes Company (Catering) Limited
Unit 4 Taurus Park,
Gemini Business Park,
Europa Boulevard,
Warrington, WA5 7ZT
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at hello@coffeehouseonline.co.uk for questions related to shipping, refunds or returns.
Last updated: November 2022