How to reach the support team
The quickest way to get help is through the enquiry form on our contact page. That lets us route your message to the right person, whether you need help with a subscription change, a delivery question or advice on beans for your café, office or home. We respond from our Woodstock base and assist customers across Cape Town, Johannesburg, Pretoria, Durban and Gqeberha.
When you send a message, include your name, the town or suburb where you are receiving coffee, and a short note about the issue. If your order is time sensitive, mention that clearly so we can prioritise it. For wholesale enquiries, add your business name, number of cups you serve each day and whether you need beans, filter coffee or grinder support.
- Order help: missing items, delivery status, subscription changes
- Brew advice: grind size, brew ratio, water temperature
- Wholesale questions: supply volumes, office service, menu planning
- Equipment support: setup guidance, calibration, maintenance tips
If your order has gone off track
If something looks wrong with your order, send the details as soon as possible. Tell us which coffee you ordered, the size of the bag, and what went wrong. This helps us check the packing notes and sort out the next step quickly. If the parcel was delivered to a reception, security office or shared building, please include that too because a small delay can happen at busy sites.
For subscriptions, let us know if the issue is a missed delivery, an address change or a pause request. During load-shedding or coastal weather, courier timing can shift a bit, so it helps to keep your delivery notes up to date. We also ask that you check your building access times, especially in the Southern Suburbs and along the Atlantic Seaboard where delivery windows can be tight.
- Send your order number or subscription reference
- List the coffee name and pack size
- Describe the problem in one or two lines
- Include the delivery suburb and any access notes
Getting better results from your brew
Many support questions are about flavour, strength or consistency. That is normal, and usually a small adjustment makes a big difference. If your coffee tastes bitter, sour or thin, send us your brew method and the grinder setting you are using. We can help with filter, espresso, plunger and batch brew, plus practical advice for offices that make coffee all day.
If you are brewing in a home kitchen with limited space, or in a workplace where the water quality changes from one area to another, we can still guide you. We also help customers in humid coastal areas where beans can clump more quickly, and in colder inland offices where water temperature and extraction can drift through the day.
- Tell us your brew method and dose
- Share the grinder setting or grind texture
- Let us know if you use tap water or filtered water
- Include any recent changes to the recipe or equipment
Support for offices, cafés and hospitality teams
If you run a workplace, café, guesthouse or event space, support often starts with planning. We can help with coffee supply, brew station setup, grind calibration, coffee menu planning and stock forecasting. This is especially useful for meeting rooms, wellness rooms and hospitality counters where the coffee must stay consistent from opening time to closing.
For commercial accounts, the best support comes from accurate numbers. Tell us how many people you serve, what kind of drinks you offer and whether you need a seasonal rotation or a fixed menu. If your team is preparing for a busy period such as conferences, peak trading or weekend events, send those dates early so we can help with stock levels and service planning. We can also assist with training for staff who are new to coffee service or need a refresher.
- Cup count per day or per service period
- Type of venue and service style
- Current equipment and grinder setup
- Upcoming dates, events or seasonal changes
What to include in your message
The clearest support requests are the easiest to solve. A short, direct message saves time and helps us get the right person on the job. If your request is about a home subscription, keep it simple and mention the delivery address, preferred coffee style and any grind preference. If it is for a business account, add the service area and whether you need recurring supply or one-off planning.
We work with customers in Woodstock, Cape Town, Johannesburg, Pretoria, Durban, Gqeberha and surrounding areas, so location matters. A message that says exactly where the coffee is going and what it is for gives us the context we need. If you are contacting us about a technical issue, a photo can help too if the enquiry form allows it.
- Name and contact details
- Delivery suburb or business location
- Order number or subscription detail
- Clear note on the problem or request
When to use support versus sales
Use support when you need help with an existing order, brew question or service issue. Use the same contact route for wholesale enquiries too, especially if you need pricing, stock forecasts or coffee service planning for a new site. If you are unsure which team should handle your message, just explain what you need and we will direct it properly.
Our team includes people who handle roasting, subscriptions, education, wholesale and operations, so your note should go to the person best suited to reply. That means less back and forth and a quicker answer. If your question is about coffee quality, flavour notes or how to set up a new service point, say that up front and we can guide you step by step.
For the fastest response, be specific and keep your message to the point. A clear support request usually gets a clearer answer, and that helps when time is tight. We know many customers are juggling meetings, deliveries and staff schedules, so practical help matters most.
