FREQUENTLY ASKED QUESTIONS
Not sure where to start? We might have the answer below…
Q. Is it safe to shop online at coffeecopia.london?
A. We utilise a top range checkout system to ensure maximum security and constantly monitor activity to ensure everything is in order. All orders are processed through a secure checkout system provided by PayPal. We also use Secure Sockets Layer (SSL) Certificates for added protection.
Q. What forms of payment do you accept online?
A. We use Paypal as our payment partner. This means that we can accept payment directly from your PayPal account or via a credit or debit card . We accept Visa, MasterCard, American Express and Maestro credit and debit cards. Please note that we do not accept any other methods of payment apart from those listed.
Q. When will I be charged for my order?
A. You will be charged for your order when the order is completed at the checkout. Your payment details will then be checked for fraud, if we require any further ID or verification you will be contacted immediately. If you do not pass our fraud checks we will refund your order immediately, unless otherwise instructed by the issuing bank.
Q. What delivery options do you offer and what are the costs?
A. For orders up to £50, we offer standard UK delivery which is sent Royal Mail 1st class signed for at a cost of £3.00. For orders over £50 we offer Royal Mail ‘Next Day’ Special Delivery at a cost of £6.95. The cut-off point for ordering a Royal Mail ‘Next Day’ Special Delivery is 1.30pm.
EU Shipping: The standard delivery charge for all orders sent by Royal Mail ‘Airsure’ service is £15.00.
International Shipping: We ship internationally. Please email firstname.lastname@example.org if you would like a quote for shipping. When orders shipped internationally reach the destination country, they may be subject to customs clearance procedures which can cause delays. Any customs duties are the sole responsibility of the customer.
Q. What do I do if my order is damaged in transit?
A. All items are insured against theft and accidental damage whilst in transit from COFFEECOPIA to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance. If your package is damaged upon arrival, we recommend that you either refuse the delivery, or make a note when signing for it that you are accepting a damaged package.
Q. How do I return an item I no longer wish to keep?
A. Quality and customer satisfaction are very important to us, so if for any reason you wish to return your purchase, we will happily refund or exchange items if you let us know you are returning the item within 7 days of receipt. Please note that items must be returned new, unused and in their original packaging.
Postage and packaging charges are not refunded for returns, however if you wish to exchange an item then you will not be charged for additional postage. Any customs duties or sales taxes imposed by your home country can also not be refunded. We do advise that you to request a proof of posting from your Post Office as unfortunately we cannot be responsible for packages lost or delayed on return.
We will notify you by email once your return has been received and processed.
INTERNATIONAL CUSTOMERS: If you are outside of the UK, you must make sure you request a Returns Merchandise Authorisation (RMA) number within seven days of your order, and return the items within 14 days of receiving your RMA number:
- Email a copy of your order confirmation to email@example.com and request an RMA
- Please detail in the email if you would like to RETURN or EXCHANGE the item. If an item is faulty, please provide full details.
- You will then receive an email containing your RMA number which is valid for the next 14 days within which you can send your item(s) back to us.
- Please make sure you declare all items as RETURNED GOODS and address to: COFFEECOPIA, 47 Deodar Road, London, SW15 2NU, United Kingdom
- You will be notified by email once your return has been received and processed.
Q. Do I need to create an account to shop at coffeecopia.london?
A. No, you can shop without creating an account. However, registering your details will allow you to:
- Track your order and review past purchases
- Shop without entering your address details
- Manage your address book and email settings
Q. Where are you based?
A. We are in Putney, South West London. Our business/ postal address is 47 Deodar Road, London SW15 2NU.