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Frequently asked questions

What should I do if I haven’t received my order?

Once your order has been processed and dispatched, you’ll receive an e-mail/phone message with tracking information. If haven’t received this e-mail, please make sure to check your spam folder as well. If you haven’t received your tracking number, please contact us at [email protected] or +441202029699 to find out the details of your order.

We strongly recommend checking the tracking information frequently to avoid the parcel being rerouted back to our warehouse.

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Will I have to pay international taxes and duties?

Orders that are shipped to a delivery address in the UK will not have any additional fees applied to them.

If you are ordering to a country other than the UK, your order may be subject to import duties and taxes, which are levied once the shipment reaches your country.

Important: Coffee Friend cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note that on rare occasions, customs agents may delay the delivery of some packages.

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Where are your orders shipped from?

Most of the items are shipped from our warehouse in the UK. However, some items are only available in some of our European warehouses and would be shipped from there.

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Can I track the delivery of my order?

If your order has been sent to you using a trackable service, you can follow its journey to you. You’ll receive a shipping confirmation email / phone message from our warehouse once your order is on its way; simply follow the tracking link in this email to view the up-to-date tracking.

If the tracking doesn’t show any updates or is blank, please wait until your estimated delivery date for your order to be delivered.* Your tracking updates may be delayed, but it should update soon.

Please note: We aim to meet provided delivery times, but deliveries may take a little longer during busy periods (including sales). Occasionally, tech updates to our systems or force majeure events, such as extreme weather conditions, may affect these delivery services for a limited time, resulting in changes to our cut-off times and/or delivery times. However, we will always work hard to keep these temporary changes to a minimum. Coffee Friend cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier.

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When will my order arrive?

We work to fulfill our orders as promptly as possible. Please note that the delivery time depends on each specific item. The information can be found on the product page. Packages are not transported on weekends or local public holidays.

Important: for some items, such as pro-line coffee machines or specially ordered coffee items, delivery time can be extended. Don’t worry! If your delivery’s going to take longer than expected, you’ll be informed via e-mail.

Once your parcel is ready to go, you’ll receive a tracking number in your e-mail/ phone. You can track your parcel in the courier tracking system. If you haven’t received a tracking number, please contact us at [email protected] or +441202029699.

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How much does shipping cost?

Shipping to the UK is free for all orders above £45! If your order is less than £45, delivery will cost £4.99.

For orders outside the UK, it depends on your location. The costs of delivery to different countries vary, but they’ll be displayed during checkout once the country has been selected.

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I’m missing an item from my order, what do I do?

We’re sorry there’s an item missing from your order. Before contacting our Customer Care team, we recommend checking the following:

  • We may have sent your items in separate parcels, so please check your emails to see if any of your items will be arriving separately.
  • The item(s) you ordered may have been out of stock – it’s worth checking your emails (including your junk/spam) to see if we’ve sent you an email about this.

If you have an item missing from your order, please let us know within 14 days of your order being delivered, and we’ll do our best to help you.

Just one more thing…
*We aim to meet these delivery times, but during busy periods (including sales), deliveries may take a little longer. Occasionally, tech updates to our systems or force majeure events, such as extreme weather conditions, may affect these delivery services for a limited time, resulting in changes to our cut-off times and/or delivery times. However, we will always work hard to keep these temporary changes to a minimum. Coffee Friend cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier.

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Can I have my parcel redirected to a different address?

For your security, we aren’t able to change the address your order is being sent to. Don’t worry – if you’re not in when a delivery is attempted, our carrier will leave a card/message or send you an email notification advising how to arrange a redelivery or where you can pick up your parcel.

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What happens if I’m not in when my order arrives?

Someone should be home when your parcel is due to be delivered, as we may need a signature. However, don’t worry if this isn’t possible, as our delivery partner usually tries to deliver the package more than once.

Alternatively, they’ll leave a card/message confirming that they’ve either left it with a neighbor or left it in a safe place. Otherwise, the card/message will inform you when they will try redelivery or give you details about how to collect it.

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Why has my order been returned to Coffee Friend?

We’re really sorry your order hasn’t made it to you. Please allow up to 10 days for your parcel to be delivered back to our warehouse and processed.

If your order has been returned to Coffee Friend by one of our delivery partners, it’s likely to be for one of the following reasons:

  • The parcel was refused.
  • Our delivery partner was unable to access the address after several attempts. 
  • The delivery address was incomplete.
  • The order was not collected from the pick-up point within 10 days of it being delivered.
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I keep missing my delivery. What should I do?

If a delivery attempt was unsuccessful, please contact the delivery service to arrange a second attempt.

Please note: If the package isn’t received within a certain period of time, the delivery service will return it to our warehouse and reshipment will be available as soon as the package has safely arrived back there. A responsible representative will contact you in such scenario and reship the package.

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What if my parcel gets damaged during delivery?

Please carefully examine your package as soon as it arrives. If any of your ordered products have been damaged (whether the damage is visible or hidden) during transit, please report the damage to the carrier and Coffee Friend on the same day.

Important: If the received package has visible outside damage, refuse the package. 

You can easily contact us at [email protected] or +441202029699.

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