Help & FAQ's

How do I log in?

To log in to your account with us, visit our Our Login page and enter the email address associated with your Extract Coffee Roasters account. You should have created a password when you originally set your account up.

We do offer the option to checkout as a guest, so if you've ordered from us before you may not have an account. We recommend setting one up so you can manage your orders, save payment methods and address details. You can create an Account here.

How do I reset my password?

You can reset your password by visiting our reset password page, and entering the email address you set up your account with. You will receive an email with password reset information, click on the link in the email and follow the instructions to reset your password and log in to your account.

How do I update my payment details?

To update the card details attached to your subscription, log in to your account and go payment methods. Here you can add new cards and delete old payment methods. If you delete a payment method which is attached to a subscription, your subscription will be automatically paused. Next, you need to update the specific card via the Subscriptions tab.

I've run out of coffee, can my subscription ship early?

Yes of course, if you need coffee sooner than your next subscription renewal, log in to your account and select the subscriptions tab, click on the edit dropdown menu on the righthand side. Select 'ship now'.

How do I change my subscription?

If you would like make changes to your subscription, such as coffee, grind, frequency or address. You can do this by logging in to your account, selecting the subscriptions tab, and then clicking on edit on the righthand side to open the dropdown menu.

How do I pause or cancel my subscription?

You can skip your subscription renewal up to a maximum of 5 times in a row. To do this log into your account, click on the subscriptions tab, and then edit on the right hand side. Click on skip recurrence, and you can choose how many skips you would like to do.

To cancel your subscription, once logged in head to the subscriptions tab and then edit on the right hand side. Click on 'Cancel Subscription'.

Do you offer free shipping?

If you're one of our Retail Customers, we do offer free Royal Mail Tracked 24 shipping when your order totals over £25.00 (ex VAT). If you're wanting to spend less than this, you can select from Royal Mail Tracked 48 for £2.95 and Tracked 24 for £3.95.

If you're a Wholesale Customer, orders are either shipped by our Local Van if you're in Bristol, or by Courier in all other areas. Orders over £200.00 (ex VAT) qualify for free courier shipping. If an order total doesn't reach this, there will be a £6.00 (ex VAT) shipping charge.

Can I cancel or return my order?

Once an order has been placed, it will move through multiple fulfilment steps before being handed to Royal Mail or our wholesale courier. Once your order has been marked as 'shipped', we are unable to cancel your order.

We want you to be happy with your purchase, however we understand sometimes this isn't the case. Head to our Shipping & Returns page to find out more about returning an order.

When should I expect my order to arrive?

Retail orders are shipped within 2 working days of placing your order. Once shipped, Royal Mail say your order should arrive to you within 1-2 working days. Included in your order confirmation email, you should have received a link to track your order via Royal Mail. If you believe your order may be lost or hasn't arrived by the time you expected please email us as webshop@extractcoffee.co.uk.

We aim for Wholesale orders to be dispatched 1 working day of being placed. Orders are either shipped by our Local Van if you're in Bristol, or by Courier in all other areas. Unless agreed otherwise, we operate on a day 1 for delivery on day 3 basis, which is based on working days. For example: Order on Monday, receive on Wednesday, Order on Friday, receive on Tuesday. If you believe your order should have arrived by now, please get in touch with us by emailing orders@extractcoffee.co.uk.

Can I collect my order from your Roastery?

Unfortunately at the moment, we are not offering collection from the roastery. However, we do offer free shipping when you spend over £25.00!

Do you offer Gift Cards?

Do we indeed! We offer Gift Cards for either £10, £20, £50 and they are valid for 365 days. You can purchase here!

Can I buy someone a Subscription?

We do offer Gift Subscriptions at Extract, which are designed to allow for one upfront payment which then covers all future subscription renewals. Our Gift Subscriptions are available for all our Hero coffee's and our Roaster's Choice coffees. You can also choose the grind you require and how long you wish for the subscription to last. The choices are 3 months, 6 months, 9 months and 12 months.

The perfect gift for a coffee lover!

Can I gift someone coffee training?

At the moment, we only provide coffee training to our Wholesale Customers. However, who knows what the future holds!

If you're looking to buy a gift for a friend or family member who's a coffee enthusiast, we do offer a varity of brewing equipment and gift subscriptions. To stay up to date and be the first to know about roastery news, subscribe to our newsletter.

Do you offer NHS Discount?

Yes, NHS workers get 20% off any coffee product. Please email webshop@extractcoffee.co.uk with proof of your employment at the NHS to receive your discount. Discounts are available for single purchases only and not subscriptions and the unique discount code refreshes yearly.

What is Extract Rewards?

We launched Extract Rewards in October 2024 and it's already been a huge success. Once you've got an Extract Account, you'll automatically start earning point when you shop with us. These points can then be used to redeem rewards.

How do I check how many points I have?

Checking your balance couldn't be easier. As long as you're logged in, you'll see all your rewards information pop up in the bottom left corner of your screen.

Can I get discount when I join your Newsletter?

Yes you can! Joining our newsletter comes with many perks, you'll be the first to hear about new coffee, get exclusive discounts and free brew guides but you'll also save 20% on your first coffee order.

Sign up today!

Where do we get our coffee from?

Great question! Our coffee comes from all over the world; from anywhere we find a coffee that we think tastes good. Great coffee is typically grown in the tropics, at altitudes of at least 1000m above sea level.We buy most of our coffee from Central & South America, East Africa, India and some from Indonesia.

What is speciality coffee?

Speciality coffee refers to coffee that is grown and farmed in optimum conditions, harvested with care, processed meticulously and finally, roasted and brewed with a knowledge and understanding that does justice to everyone involved in this process. Speciality coffee is associated with delicious, well made and ethically sourced coffee. It is often used to refer to coffees that are graded (by qualified taste-testers, or Q Graders) and that score above 80 points (out of 100). However, it is essential to note it is not a definitive term, nor a regulated one.

How long does coffee stay fresh for?

We would recommend using within two months of the roast date. With espresso, you can squeeze out a bit more shelf life than with filter. With ground coffee, you begin to lose quality straight away, so get it down your neck as fast as possible. You can find your coffee's roast date on the bottom of each bag. Our 250g bags come with a zip lock to help keep your coffee fresher for longer.

How fresh is your coffee?

Our Production Team have done lots of research into the quality of our coffee and how long it should rest to arrive with you tasting its best. Our coffee will be shipped to you within 3 weeks of being roasted. It arrives at peak freshness, ready for you to enjoy. Once roasted, the coffee is rested to allow the beans to de-gas, and packed in nitro-flushed bags. Nitro-flushing means we remove oxygen from the bags which would otherwise impact the freshness of your coffee. Doing this keeps your coffee fresher, for longer It is important to remember coffee, (particularly espresso) needs to rest for a week or so after being roasted. This gives the coffee time to degas and for CO2 to be released. If coffee is too fresh and has not properly degassed it may not run through an espresso machine properly, and won't extract evenly.

What are 'tasting notes' and how are they decided?

Fantastic question! Tasting notes are often a little misunderstood. When coffee's are described to have flavours of pink marshmallows, lemon sherbet or aged rum as an example, people often believe we add flavouring to our coffee. However, this is not the case. Before we launch a new coffee, there's many stages of testing that takes place. Tommy, our Head Roaster works collectively with our Product Team to taste our coffee in order to select the best suited tasting notes. Similar to tasting notes for wine, coffee roasters use a complex 'flavour wheel' as the base to deciding flavour notes. It includes notes of all kinds, from dark chocolate and apple, to smoky and raspberry.

Can I recycle your bags?

After a lot of hard work, we launched new fully recylable bags in November 2024. This is a huge step for us, not only are they great for the enviroment but they also look fantastic.

We've put together a blog post all about our new PPPE packaging which contains everything you need to know and how to recycle them.

IS YOUR COFFEE ORGANIC?

'Organic' is a big topic in the world of speciality coffee. What makes it complicated is that lots of coffee is farmed organically and upholds the very highest ecological standards, but it is not automatically certified as organic.

In order to claim coffee is organic and to use an organic accreditation, such as The Soil Association, farms need to go through a process of organic certification to show they meet organic criteria and standards. Organic is synonymous with better quality produce. However, in the coffee industry, this doesn't really show the whole picture.

Farmers cannot produce coffee of this quality without the utmost respect for the environment. Coffee plants thrive in shade, so farmers protect natural forests and bio-diversity to provide shade for their coffee plants. At Extract, we have one proudly certified coffee, Organic Espresso. However, our speciality coffee is bought on a quality-based premium, Extract pays a higher rate for exceptionally high-quality coffee.

How does Extract support female coffee growers?

Women in the coffee supply chain are disproportionately impacted by gender inequity. They have fewer rights, less financial autonomy and face greater risks to their safety than women in Western European.

We work with female growers year-round. Buying their coffees to use in our heros, single origins and limited editions. We also choose importers who are funding grass roots female empowerment programmes in coffee producing countries.

Do you sell anything other than coffee?

We do! Our Wholesale Customers have access to order much more than coffee from us.

We can also supply Extract Tea, Islands hot chocolate, Sweetbird syrups, Minor Figures oat milk, chai concentrates and matcha powders. Not to mention machinery, takeaway cups, lids and cleaning supplies.

Do you offer Technical Support?

We provide full espresso machine servicing, coffee grinder support and engineering. This includes new machine installation, aftercare, servicing, repairs and PSSR certificates.

Do you offer White Label?

Yes! If you're interested in white label or collaboration packaging, please email hello@extractcoffee.co.uk.

Do you charge for barista training?

Barista Training is completely free for our Wholesale Customers

We've found the best way to get baristas making better coffee is to help them fall in love with it. To share our knowledge, passion and expertise for speciality coffee with others and inspire them to make every cup the best it can be.

I'm opening a coffee shop, what espresso machine should I buy?

Picking the right espresso machine for your business is an important decision and it's something our Account Management Team help businesses do everyday.

We work with the best coffee machines in the industry and every machine we supply is fully supported by our incredible technical team. So it goes without saying that we choose our technical partners carefully. For espresso machines, we primarily work with La Marzocco and San Remo. We're here to listen to you and help you choose the right coffee equipment for your business. Get in touch today!

Do you currently offer coffee training for home baristas?

At the moment, we don't offer coffee training for home customers. However, it is something we are looking into. To be the first to know roastery updates, subscribe to our newsletter!

Do you offer Roastery tours?

Right now, we can only provide roastery tours to our Wholesale Customers. If we do currently supply your business, feel free to reach out to your Account Manager to organise a date.

Do you offer SCA Training?

Whilst we have previously offered SCA Training Courses at our roastery in Bristol, unfortunately, right now we don't offer any SCA Courses. However, it's not totally out of the question, if SCA Training is something that would be of interest to you, please feel free to reach out to our Customer Experience Team.