FAQ's

Is it safe to use my credit card on your website?

We use the latest SSL encryption technology to transmit your personal and credit card information through our systems. All orders are processed through a secure checkout system provided by Shopify. For your safety and protection, we will confirm that the billing address you provide matches the address registered with your credit card company. For additional security, we use Verified by Visa and MasterCard® SecureCode™. These services enhance security against unauthorised use of your credit or debit card when shopping with us. To find out more visit the MasterCard® SecureCode™ and Verified by Visa websites. Once you have registered and created your own private password with your card issuer, you will be prompted automatically at the checkout to provide this password each time you make a purchase. We do not have access to your Verified by Visa and MasterCard® SecureCodeTM password. We also accept PayPal as a payment method.


What do I do if a product is listed as 'unavailable'?

Items may be out of stock. Sometimes they are completely sold out, never to reappear. Sometimes they are due back in stock. If you would like to know when they are next available, please email us at marketing@coffeelabuk.com

 

Can I include a gift message with my order?

Yes, your message can be entered on the ‘BASKET’ page (this is the stage before ‘CHECKOUT’. If you have any trouble, do email us with your message at  marketing@coffeelabuk.com

 

How do I know you have received my order?

 You will receive an email confirming receipt of your order.

 

How do I know when my order has been shipped?

As soon as your order has been dispatched, you will be sent an email to confirm that it's on its way. You can track your order using the tracking number on this email.

 

How long does delivery take and cost?

We offer two speeds of UK Mainland Delivery : Standard is charged at £3.95, takes 3-5 working days and 1st Class is charged at £5.95, takes 1-2 working days and and is shipped with Royal Mail. All shipping charges are based on the weight of the item(s) ordered.

Our standard delivery charge for Worldwide orders is £10.00 Please note that this charge includes delivery only, therefore non-EU customers will be responsible for import duties and local taxes. Delivery charges for large items will have to be arranged on a cost basis. If you or someone on your behalf is not able to sign for the delivery, the carrier will leave a card for you to arrange re-delivery at a suitable time.

What can I do if something is wrong with my order?

If you receive the wrong item or something is missing from your order, please send us an email to marketing@coffeelabuk.com and we will sort it out.

How do I return an item?

If for any reason you are not completely satisfied with your online purchase and wish to return it for a full refund*, please ensure that the goods are returned in perfect saleable condition, in their original packaging, with the invoice as proof of purchase within 14 days of receipt to:
Returns Department, DT Roastery, Block C, Gentian House, Moorside Road, Winchester, Hampshire, SO23 7RX

We will issue a full refund to the card used when placing the order, excluding any delivery charges. Please allow up to 10-15 days for a full refund from the date we receive the goods. Please note: the cost of returning the goods and the safe return of goods is your responsibility until the order is received at our returns depot, we therefore suggest you return items using a recorded delivery service. 

 

How do I exchange an item?

If you find you need an alternative size or colour of an item that you have ordered, make a request to us via email at marketing@coffeelabuk.com and we will let you know if the required item is available. If it is we will ship it to you free of charge, but the return of the original item(s) is still your responsibility.