When a coffee order qualifies for review
We can only assess a return, replacement or refund when the order has a genuine issue. That usually means damaged goods, missing items, the wrong product being packed, or a delivery that arrived in a condition that makes it unusable. Coffee is a fresh product so timing matters, and the sooner you send through the details the better.
If you ordered for a home, office or hospitality setup in Cape Town, Johannesburg, Pretoria, Durban or Gqeberha, please check the parcel on arrival. Look at the outer box, the inner packaging, the roast date and the item count before putting the coffee into storage. A small note here, if the box looks fine but the contents are not, we still want to know.
- Keep the unopened pack or packs aside
- Check the roast date and the grind type if relevant
- Compare the items received with your order summary
- Do not discard damaged packaging until we advise you
What to do if your parcel arrived damaged
If the parcel was crushed, torn, wet or opened in transit, please take clear photos before you throw anything away. We need to see the outer box, the inner packaging and the product itself. This helps us understand whether the issue happened during packing or during delivery.
Send your photos through the enquiry form on our contact page and include your order number, delivery town and a short note describing what happened. If the coffee is soaked, split or contaminated, do not brew it. We will review the case and come back with the next step, which may be a replacement or a refund depending on the situation.
- Photograph all sides of the parcel
- Include the shipping label if it is still attached
- Show any torn seals, dents or leaks
- Keep the delivery slip if one was provided
If something is missing or packed incorrectly
Sometimes a subscription box or wholesale order can leave with the wrong item, or an item can be missed during packing. If that happens, tell us straight away and list exactly what you received and what should have been there. For subscription customers, please include whether the issue affects one bag or the full delivery cycle.
We will check the pack list against the order and fix the gap. If we need the wrong item returned, we will say so in our reply. In many cases, especially with sealed coffee bags, we can resolve the matter without asking you to send anything back, which saves time for everyone.
- State the missing product name and size
- Note whether the bag was whole bean or ground
- Tell us if the issue affects a single delivery or an ongoing subscription
- Do not open any extra sealed bag until we confirm the next step
How freshness and roast dates affect returns
Coffee freshness matters, and roasted beans are not handled like general merchandise. If you ordered the wrong grind, the wrong roast profile, or a roast date that does not suit your brewing setup, contact us as soon as possible. We cannot take back opened packs, but if the error came from our side, we will put it right.
For customers in coastal areas such as the Atlantic Seaboard, Southern Suburbs and Gqeberha, storage conditions can affect flavour quickly because of humidity. Keep all coffee sealed, cool and dry, away from sunlight and steam. If a product has been stored poorly after delivery, we may not be able to accept the claim.
We also cannot accept returns on coffee that has been opened, decanted or used, unless it is clearly defective and we ask you to send it back for inspection.
How we resolve approved cases
Once we confirm the problem, we will tell you what happens next. Depending on the issue, we may replace the item, issue a credit for your next order, or process a refund. The resolution depends on the product condition, the type of order and the information you provide.
For recurring subscription customers, we often adjust the next dispatch so the same issue does not repeat. For offices, meeting rooms and hospitality clients, we can also review stock planning and packing notes so deliveries stay aligned with your actual usage. That way your team is not left short on coffee during a busy week.
Our aim is to close the matter quickly and fairly, with as little back and forth as possible.
What to include in your support request
To help us resolve your issue faster, please use the enquiry form and include the full details in one message. Clear information means fewer delays, especially when we are checking a subscription shipment or a multi-site delivery.
- Your order number
- The delivery address or town
- A short description of the issue
- Photos of the parcel and product if damage is involved
- The date the parcel arrived
- Any notes about grind type, roast date or missing items
If you are contacting us from Woodstock, Johannesburg, Pretoria, Durban or Gqeberha, mention the branch, office or home area as well. That helps us match the order to the correct dispatch and delivery record.
