Shipping & Returns
On this page you'll find everything you need to know about shipping and returns for your Extract Coffee Roasters order.
Below you'll find shipping information for home and wholesale coffee orders and any planned delivery disruption.
Returns don't happen often but if you receive your order and aren't completely happy with it, please email orders@extractcoffee.co.uk within 48 hours of your order arriving so we can rectify this.
You can jump down to our returns policy here (or keep scrolling to the end of this page) for more details on cancelling and returning an order.
PLANNED DELIVERY DISRUPTION
We know that delivery delays are super annoying. Right now, we're not aware of any planned delivery disruption. We will share any information relating to delivery disruption as soon we receive it here, on our Shipping FAQs page.
Thanks from all the team at Extract Coffee Roasters.
SHIPPING INFORMATION FOR HOME COFFEE ORDERS
Our retail orders are shipped within 2 working days of placing your order. You'll receive an email confirming that your order has been dispatched and is on its way to you.
The roastery is closed on bank holidays so please factor in a longer delivery time if ordering over Christmas, Easter or a bank holiday weekend.
FREE SHIPPING
- We offer free Royal Mail 2nd Class shipping on all of our orders, so orders with free shipping should arrive in 3-7 days.
- Orders for 2 or more bags of coffee receive a free upgrade to the Royal Mail Tracked 24 service
UPGRADED SHIPPING
You can upgrade your shipping to one of the following options:
- Royal Mail 48h Tracked for £2.50. Arrives in 2-3 working days.
- Royal Mail 24h Tracked for £5.40. Arrives in 1-2 working days. Prioritised service during strike action.
DELIVERY & DISPATCH TIMES
All orders are dispatched in 1-2 working days.
So an order placed on a Friday with Royal Mail 24h Tracked delivery, will be dispatched the following Monday and should be received on Tuesday.
Royal Mail say that parcels sent 24h tracked will be delivered 1-2 working days after dispatch and parcels sent 48h tracked will be delivered 2-3 working days after dispatch. (We know that's longer than 48 hours and we're sorry. We have spoken to Royal Mail and told them that this is really confusing for customers!)
If you have any questions about your order please feel free to get in touch by emailing webshop@extractcoffee.co.uk
SHIPPING INFORMATION FOR WHOLESALE COFFEE ORDERS
The roastery is closed on bank holidays so please factor in a longer delivery time if ordering over Christmas, Easter or a bank holiday weekend.
SHIPPING: COURIER DELIVERY
- Order day 1 for day 3. For example: Order Monday for Wednesday van delivery.
- Free delivery on orders over £200.
- Orders under £200 delivery charges are £6.00 + VAT.
- You can choose to upgrade your delivery to next day, pre-noon or Saturday delivery for an additional cost. This is calculated at checkout based on the weight of your order.
- If your house coffee is one of our hero coffees, please order in multiples of six.
SHIPPING: BRISTOL LOCAL VAN DELIVERIES
- Bristol local van: Daily deliveries to customers within our Bristol local van delivery area.
- Local Van deliveries run on Monday to Friday.
- Order day 1 for day 3. For example: Order Monday for Wednesday van delivery.
If you have any questions about your order please feel free to get in touch by emailing orders@extractcoffee.co.uk
Top tips for wholesale coffee orders
We've put together this handy orders checklist with our top tips for placing your coffee order.
CANCELLING AND RETURNING AN ORDER
You have the right to cancel orders for Non-Perishable Goods within 14 working days of delivery.
For items you buy from Extract Coffee Roasters that includes things like brew equipment, T-shirts and other non-consumable items. This doesn’t include consumable items like coffee, tea or hot chocolate.
If you wish to return non-perishable goods to us, our returns policy is outlined below.
RETURNS POLICY
Let us know within 14 days of receipt of goods that you would like to cancel and have your order refunded by emailing orders@extractcoffee.co.uk.
Please mark your email with Refund Request in the subject and include the following information: Order Number, Order Date, Ordering Email.
Goods must be in “New” condition to qualify for a refund.
The full cost of your items paid at point of purchase will be refunded
The return must arrive to us within 14 days of being alerted of the cancellation.
Non-faulty goods must be returned at your own cost.
The return shipping charge will not be refunded with your order.
We will process your refund you within 14 days of receiving the returned items.
HOW TO RETURN YOUR ORDER TO US
Our return address is: Extract Coffee Roasters, Unit 1, New Gatton Road, Bristol, BS2 9SH.
Please include a copy of your order number / reason for return / return date with your return package.
Please retain evidence of having returned the item such as a postage receipt. We recommend using a tracked service when returning the item back to us, to ensure it arrives safely and keeping your tracking number as proof of postage.
If you are local to Bristol, you can also deliver your return by hand to the address above.
ITEMS WHICH ARE NON-RETURNABLE / NON-REFUNDABLE
Non-perishable products that are no longer in new condition.
Consumable products including coffee, tea, hot chocolate.
Items received more than 14 days ago.
The cost of return shipping charge.
IF YOUR ORDER CONTAINS DAMAGED / INCORRECT ITEMS
If your coffee is faulty, not as described or you have been sent the wrong item, please contact our Orders Team via orders@extractcoffee.co.uk within 48 hours of receiving the goods so that we can rectify this.