QUESTIONS ABOUT COVID-19
HAVE YOU CONTINUED ROASTING DURING COVID-19?
Yes. We're roasting all of our coffees fresh and are taking extra measures to keep our team, customers, and delivery drivers safe. Read about our covid-safe coffee practices here.
ARE YOU EXPERIENCING ANY DELAYS?
We've seen a surge in orders since lockdown began. In line with delivery driver shortages in 2021, some of our deliveries are taking longer too. Our orders are shipped the following working day via the shipping method chosen at checkout.
ARE YOU DONATING COFFEE TO THE NHS?
Yes, we are. We've sent coffee to the NHS Teams in Milton Keynes, Weston Super Mare, Bristol Southmead and Bath RUH. If you know any other hospitals who need coffee, please do let us know firstname.lastname@example.org
ARE YOU OFFERING ANY DISCOUNTS FOR NHS FRONTLINE WORKERS?
Yes, NHS workers get 20% off any coffee with the code NHS20.
QUESTIONS ABOUT SHIPPING & DELIVERY
HEY, WHERE'S MY COFFEE?
Please visit our page on coffee shipping and returns for more information.
Our retail webshop orders are shipped the following working day, so they should be with you within 3-7 working days for mainland UK and Channel Islands. We can ship to UK British Forces postcodes up to a weight of 2kg.
Orders are shipped for free via Royal Mail 2nd Class. You can upgrade your shipping to Royal Mail 1st Class tracked delivery for £5.40.
If you have any questions about your order, please feel free to get in touch by emailing email@example.com.
MY WHOLESALE COFFEE DELIVERY IS LATE
Wholesale coffee orders are delivered by the Extract Local Van for Bristol, or by Courier in all other areas.
We operate on a day 1 for day 3 basis. (Order on Wednesday, receive on Friday).
Orders over £200 qualify for free courier shipping. Customers can choose to upgrade to a Pre 10.30am and Pre-noon Courier on weekdays or a Saturday Courier.
I LIVE LOCALLY, CAN I COLLECT MY ORDER FROM THE ROASTERY?
No. As part of additional safety measures introduced for Covid-19, we are not offering roastery collection and the roastery shop is not open.
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.
IS YOUR COFFEE ARABICA? / WHAT IS ARABICA?
Coffee species can be divided into Arabica and Robusta (almost exclusively).
Arabica has less caffeine, but almost twice the amount of lipids and naturally occurring sugars, which means it tastes much more balanced and less bitter than Robusta.
The Arabica plant is far more chemically complex, making it a more exciting product to work with. It is for these reasons that we only buy Arabica coffee.
WHERE DOES YOUR COFFEE COME FROM?
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.
Read more about our coffee sourcing and meet our coffee growers, here.
IS YOUR COFFEE FAIRTRADE AND/OR ORGANIC?
Many of our coffees are farmed organically and some do carry official certification, namely our Organic Espresso, however, it is not a pre-requisite of our buying policy.
However, these are not buying protocols for us. Organic and Fairtrade are synonymous with better quality produce, but in the coffee industry, this doesn't really show the whole picture.
Read our FAQs on Organic Coffee for more information.
HOW DO YOU MAINTAIN QUALITY?
To make sure the coffee is of the utmost quality when it reaches you, we roast fresh coffee each week and dispatch our orders daily. We use lined kraft bags with a one-way valve to ensure the coffee can de-gas, but cannot stale. We encourage customers to buy whole bean coffee and grind at home to improve cup quality.
A big part of roastery life, are cuppings (coffee tastings). They ensure each batch is as good as it can be.
Our coffee also comes to us in hessian sacks lined with plastic 'grain-pro' bags that give the raw product a longer shelf life too.
HOW DO I KNOW IF THE COFFEE IS LIGHT ROAST OR DARK ROAST?
Each coffee we buy is carefully roasted to what we think tastes best. We look to caramelise just enough of the natural sugars present in coffee to balance with good acidity, body and mouthfeel. Our roasts can be split into two types:
Our espresso is designed to be used in an espresso machine (or percolator). This a medium to light roast style that can stand up to milk.
Our filter roast style is lighter than espresso and is intended to brew with pretty much every other brew method, cafetiere, aeropress, pourover or filter brewer etc. We recommend these coffees to be drunk black.
It is important to add that everyone has different tastes; it's your brew so make it how you enjoy it best. It's always better to find the style that suits your palette.
HOW SHOULD I BREW MY COFFEE AT HOME?
Use fresh whole beans. Grind just before you want to brew. Rinse your filter, warm your vessel, weigh your coffee and water, set a timer, and leave the coffee to cool a little before drinking. For more specifics on each brew method see our coffee brew guides.
HOW LONG DOES COFFEE STAY FRESH FOR?
If you are talking fresh beans we would recommend using within one month. With espresso, you can squeeze out a bit more shelf life than with filter. It is important to remember that espresso coffee is often better when a little older (we call this resting), say a week or so from roast date.
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.
WHEN WILL MY SUBSCRIPTION START?
Your subscription starts on the day you place your first order. We will then ship your subscription on a weekly/fortnightly/monthly basis from that date.
CAN I CANCEL MY SUBSCRIPTION AT ANY TIME?
Yes. Using your log-in created when you first sign up, you can amend or cancel your subscription (and orders) at any time. If you have any questions at all please feel free to contact us at firstname.lastname@example.org and we will do our best to get back to you as quickly as possible.
WHAT BAGS DO YOU USE?
We updated our packaging in 2018 and now all 250g bags of coffee come in a zip-locked bag for freshness.
For detailed information on courses we run, please visit the professional coffee training section of our website.
WHY WOULD I CHOOSE TO TRAIN AT EXTRACT?
Aside from the fact that we have delicious coffee, we also have a training facility filled with the best equipment, right in the heart of our roastery, in Bristol.
Our trainers are experienced in all aspects of the hospitality industry and qualified to deliver the SCA curriculum, are certified UK sensory judges and absolutely love sharing their knowledge about coffee.
DO I HAVE TO BE AN EXTRACT CUSTOMER TO BOOK ONTO A SCA COURSE?
No, everyone is welcome to come and learn with us. We'll just need a few more details from you and you'll need to pay for the course in advance to secure your place.
DO I NEED ANY COFFEE MAKING EXPERIENCE TO SIT THE FOUNDATION CLASS?
No, the foundation classes are designed for people with little or no experience.
I ALREADY KNOW A FEW THINGS, CAN I GO STRAIGHT TO INTERMEDIATE LEVEL?
Yes you can, if you already have practical cafe experience and have been trained to a reasonable standard. But remember, Intermediate classes assume you have learned everything in the foundation level already. You can view the Foundation barista training curriculum here.
CAN I SIT ALL THREE SCA LEVELS TOGETHER?
No, and we really wouldn't recommend trying. Each level up assumes that you have not just learned, but put into practice, everything taught in the previous levels.
I'VE PASSED INTERMEDIATE SOMEWHERE ELSE, CAN I SIT THE PROFESSIONAL WITH YOU?
Yes, but we would like to meet you first, have a coffee and make sure you are ready to take it on.
I'VE GOT LOADS OF PREVIOUS EXPERIENCE AND I JUST WANT TO SIT THE PROFESSIONAL LEVEL, WHY CAN'T I?
The SCA requires that you have successfully completed the Intermediate level in your chosen subject to attempt the Professional level.
I WANT TO ACHIEVE MY SCA DIPLOMA, CAN YOU HELP?
Yes, of course. Just send us some details and we can map out a path and work out a financial plan that's going to suit you.
I WANT TO LEARN TO ROAST, DO YOU TEACH THAT?
Unfortunately no, our roasters are all commercial sized and busy roasting delicious coffee all day. They're just not set up for training groups.
DO I NEED TO DRINK COFFEE?
No, but it certainly helps. We like tea too, sometimes.
DO I HAVE TO BE A MEMBER OF THE SCA TO ATTEND A SCA COURSE?
No, but from Intermediate and above there are discounts on the certification costs if you are. And a whole load of other benefits from joining.
DO YOU RUN SCA CLASSES ON THE WEEKENDS?
Generally no, we're so busy during the week even we deserve a weekend off…but we could if there was enough demand to fill a class.
I CAN'T SEE A DATE THAT SUITS ME
We run lots of courses every month, sometimes they are already fully booked. If you have a particular date range in mind, let us know and if we can, we will try and fit you in.
IF I'M THERE ALL DAY, HOW MUCH COFFEE WILL I DRINK?
That's up to you, we wouldn't recommend downing every one you make but tasting a few is essential to learning what's what.