Looking for information on Cupper’s Journey delivery, refunds, exchanges and returns? You should find all the answers below. If you need any further help, please get in touch!
We offer free Royal Mail Tracked 48 delivery on all orders over £35. For orders under this amount the cost of packing & postage is £3.15.
For smaller orders we have letter-box friendly packaging. This includes ordering up to 3 x 250g bags of coffee.
Tracking codes will be emailed with your order details once dispatched.
If you live locally to Corbridge (post codes NE45* and NE46*), we can deliver to your door for free!
Fast dispatch
Order before 11:59pm for next day dispatch (Monday to Thursday). Orders placed on Friday or over the weekend will ship on Monday. Please note that we do not ship orders on Bank Holidays.
We currently only deliver to UK addresses.
Coffee (Consumable goods)
While we want you to be happy with your order, as coffee is a consumable good we will only replace or refund coffee if it is faulty or damaged in any way. This is subject to assessment by our team at Cupper’s Journey. Please send an email to hello@cuppersjourney.com explaining your issue and we will respond within 48 hours. We will work with you to resolve the issue.
Refunds will not be issued for personal taste issues. If you are unsure as to whether you will like the coffee please study the tasting notes as they will give you a clear idea of what to expect.
Equipment (non-consumable goods)
We will accept returns of any equipment or faulty goods. Equipment or merchandise must be returned unused in its original packaging to Cupper’s Journey. Before returning any item of equipment please contact us at hello@cuppersjourney.com explaining your issue so that we can authorise your return. Please DO NOT return your equipment without contacting us beforehand.
You have 14 days to notify us that you wish to return an item. Once the return is authorised, you then have a further 14 days to send it back. Non-faulty goods must be returned at your own cost and you must provide evidence of having returned the item. 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. Please make sure that you include a slip with your email address and order number in the package so that we can process your return. 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.
Faulty goods
If your item is faulty, we will send you a returns slip and cover postage costs where necessary.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error. The value of any such refund will be at the company’s discretion
- Any item that is returned more than 30 days after delivery
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 credit card or original method of payment, within 5 working days.
Late or missing refunds
If you haven’t received a refund within 5 working days, please wait a further week before contacting the office. After this time, if you still have not received your refund, please contact us at hello@cuppersjourney.com.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
We will happily replace any item if it is defective or damaged. No exchange is possible if the item is damaged through operator error which is why it is vital that you inspect the equipment upon delivery for any visible signs of damage and advise us immediately (within 48 hours). Again, please contact us at hello@cuppersjourney.com
Shipping returns
To return your product, you should mail your product to:
Refunds and returns
Cuppers Journey Limited
Stagshaw High House
Hexham
Northumberland. NE46 4NE.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Remember that you must get in touch before returning your item in order to get the return authorised.
If you want to skip or cancel your order, just head to your account page. You will be notified 3 days before we attempt to take payment so there is plenty of time for you to cancel or change your order.
If payment fails for a recurring subscription, we will attempt to take the payment from the nominated card again 2 days later up to a total of three times. If this final attempt fails we will contact you by email to advise you of this. Please note that your coffee will not be roasted and despatched until payment is processed. Your subscription date will then reset to the day the successful payment was taken.
Need help?
Contact us at hello@cuppersjourney.com for questions related to refunds and returns.
