Delivery and Returns FAQ

 

Ordering/Site Related Questions

What card types do you accept?
Are we VAT Registered? YES
How much does delivery cost? (Flat rate £2)
Returns Policy
Is it secure to make payments on your site?
How are my card details stored and who has access to them?
How will I know you have received my order?
How do I specify if I want my order to be delivered elsewhere?
Why is the payment taken from wardigroup.com?
Can I pay by cheque? No
Can I pay by bank transfer? Yes
Can I order by phone? No
Have you got an advertising banner I can put on my site?

 

Coffee Related Questions

How is the coffee delivered?
What are your delivery times?
Do I need to be in when my coffee is delivered?
How long does coffee last?
How do I store my coffee?
What if I am unhappy with my coffee?
What size is the bag in the photos?
Do I need a grinder if I buy beans?
What is the coffee weight in pounds & ounces?




What card types do you accept?

Card types we accept over our secure payment page are:  Visa, Mastercard, Visa Debit and Paypal

Payments are processed by third party trusted WorldPay on their secure systems, we dont have access to, transfer or store your card details.

 

Are we VAT Registered?

Yes we are VAT registered. Things to note are that coffee is zero rated so there is no VAT on it, also note that all prices include VAT. If you want a VAT invoice/ Tax Receipt then email once you have ordered and we can email a VAT invoice for your records.

 

How much does delivery cost?

We used to offer free delivery, but with rising costs and to make the business more sustainable, we now charge a flat rate of £2 delivery, we are still subsidising and we like to think meeting halfway on the costs of delivery.

 

Returns Policy?

Coffee Returns In regard to coffee returns, we will provide a full refund or replacement for any coffee that is found to be faulty in some way. As coffee is a perishable good we can not refund non defective coffee ordered.


Faulty Goods - In regard to accessorie(s) warranties, if any faults or problems occur the product will be covered under the manufacturers 12 month warranty which covers all our accessories products. Any faults should be reported in writing by email. Note some manufactures will issue a repair or replacement if within 28 days, otherwise after 28 days they may only repair the product, this is down to the manufacturers individual practices.


Unwanted Unused Goods - In regard to accessorie(s) returns (non coffee products), If you are not happy with your goods for any reason , you are able to return the goods ('the Unwanted Goods') to us, within a period of 14 days beginning on the day after the date on which you receive the Unwanted Goods. On return of the unused, unopened goods we will issue a full refund. The goods must be UNUSED, UNOPENED and in the same condition in which they were delivered, in a re-saleable condition as new. The cost, risk and responsibility of safely returning non faulty or unwanted goods will also be the responsibility of the customer, please obtain proof of posting and insurance, we will advise again on return request. Return delivery can be arranged by us at a charge if requested. We will only issue the refund once the goods are returned to us and we have checked that the goods and packaging are in a satisfactory re-sellable condition and have not been used. All returns must be arranged in writing by email prior to returning any item. A returns reference is required and will be issued upon request. We must emphasise it is everyone's interest to ensure the correct items are being ordered and suited for your particular requirements. NOTE: Once an item has been used, opened or altered we can not accept it back as an unwanted return, sorry.

 

How is the coffee delivered?

The coffee itself is packaged in a special coffee bag which is lined with a sealed material keeping the goodness in and reduces the coffees exposure to the air. The coffee is usually sent out within 48 hours by Royal Mail post/courier depending on the size of the order.

What are your delivery times?

Espresso/Coffee Machines / Roasters Delivery Times:
Prices have partialy subsidised delivery with a flat rate £2 UK Delivery by 24 Hour or 48 Hour Courier.
Orders are normally dispatched within 48 hours of ordering, if you specifically require it by a certain date let us know on the order page in the 'latest delivery date' box.

Coffee Delivery Times:
Prices have partialy subsidised delivery with a flat rate £2 UK Delivery by Royal Mail / Courier.
Orders are normally dispatched by the above method within 48 hours.

Accessories Delivery Times:
Prices have partialy subsidised delivery with a flat rate £2 UK Delivery by 2nd Class Royal Mail / Courier.
Orders are normally dispatched within 1-2 working days.

 

Do I need to be in when my coffee is delivered?

The short answer is yes, but we have tested our packages and if you are ordering the 227g bag it should squeeze into a standard size letter box. The 500g will not fit but your coffee is delivered by Royal Mail so you know when it will arrive. If you are out and the package will not fit in your letter box you will be able to pick it up from your local sorting office, please note the post man doesnt always leave a card, so if you are expecting a delivery please check down your local sorting office if it hasnt arrived.

How long does coffee last?

Coffee Beans: Once you have the beans they are at their very freshest for upto 2 weeks and ideally used within 4 weeks but will still be near their best for 4-6 weeks. If you are keeping beans any longer than 4-6 weeks then you should put them in an airtight container in the freezer, they will stay fresh longer and can last upto a year but the cup quality will not be as good as beans used within the first 2 weeks. Even once opened they will be good for 9 months, we advise a best before of 9 months, if still sealed it will keep its freshness longer.

Ground Coffee: If you buy your coffee ground then it should really be used within 7 days for the freshest cup and best taste, but it will last for around 2 weeks. Deterioration starts immediately it is ground and exposed to the air, so store it in an air tight container to retain freshness for as long as possible. The best way to buy coffee is in bean form, buy a grinder and grind only the amount you need as you use it. It will still be good for upto 6 months after that it will have lost flavour, but still useable. If sealed it will keep its feshness longer.

How do I store my coffee?

You can store your coffee in the bag we supply it in, making sure the bag is resealed after use. Some people put their coffee in the refrigerator or even freezer, we don't advise this for coffee that will be used quickly, but if you are not going to be using it for a long period it can help preserve the freshness, but be aware that coffee is quite absorbant and can absorb smells and moisture from other items so make sure it is airtight sealed. To preserve your coffee the longest, you should keep it in an air tight container or even better keep it in beans and only grind it as you use it.

What if I am unhappy with my coffee?

We pride ourselves on selling high quality real coffee and having it hand packed and checked, if you do have a problem then tell us about it and we will look into it and if there is reason we will offer a refund or replace the coffee.

 

What size is the bag in the photos?

The coffee bag in the photo is the 227g bag. This is no longer the actual bag you will receive when you order your coffee, all coffee is now sent in a plastic/foil type silver air tight bags which keep the coffees exposure to the air to a minimum. The 500g bag looks a bit different because of its size. The packaging may change without notice due to changes in packaging supplies etc.

Do I need a grinder if I buy beans?

YES, You do need a grinder if you are buying your coffee in bean form. You can buy grinders from our grinders section where we have a good range of value quality grinders.

What is the coffee weight in pounds and ounces?

The '227gram' bag = '8oz' and the '500gram' bag = '1lb 1.4oz'.

Is it secure to make payments on your site?

When shopping at Red Monkey Coffee you can be sure your information is secure and protected.

Your credit card details as it travels over the Internet is encrypted using technology by Worldpay, the industry leader. We also protect your information during the transaction by using secure processing by using WorldPay, another industry leader. And, we protect your information from abuse, promising not to send you information without permission, or to sell your individual information to others for promotional purposes.

In short, we take every effort to ensure that you're protected-so that you are safe with us!

We can make such a guarantee because our software and technology is the benchmark for the industry, the same secure server software (SSL) and encryption systems that are used by other leading online retailers.

How are my card details stored and who has access to them?

We are pleased to let you know that no one including any of our staff will ever see your card details. The card transaction is processed by a large well know credit card processing company World Pay Ltd owned by the Royal Bank of Scotland and used by many small and large businesses including the government. Your card details are not stored on any of our servers, nor will we ever know your card number during or after the payment process. You are safe with us.

 

How will I know you have received my order?

When you place an order and have paid by credit card you will receive 2 emails, the first will be a automatically created confirmation of your order and details, the second is the payment confirmation. You should receive this instantly, email us if you do not receive these emails, if you receive just the order details and not a payment confirmation you have not paid or you entered your email address incorrectly on the payment page. Email us if you paid successfully but have not received a payment confirmation.

How do I specify if I want my order to be delivered elsewhere?

If you want your coffee delivered to a different address then detail where you want it to go in the comments request box on the order page. We are happy to carry out any requests for multiple delivery addresses. If it is a special gift then we can also add a message if you specify it in the requests box as well. It's all part of the service. If you are ordering machines we will make additional checks for security purposes, on all orders we will require the full unabriviated billing address for the card used for payment.

Why is the payment taken from wardigroup.com?

The reason the payment page says wardigroup.com is because redmonkeycoffee.com is part of wardigroup.com. We are a trading name of WARDIGROUP.COM, we are the same business, just using the WARDIGROUP.COM payment facilities. This is to keep costs to a minimum by using a unified single payment gateway for our other business trading.

Payments will appear as WP/WARDIGROUP.COM on your card statement.

 

Can I pay by cheque? No

We no longer accept cheque, unless it is for larger orders or by business Pro Forma invoice via cleared cheque.

 

Can I pay by bank transfer? YES

Yes you can pay by bank transfer, simply setup a direct bank transfer payment into our account by BACS or CHAPS or CASH Deposit (depending on how fast you need the order), email or call us and we can issue a proforma invoice with our bank payment details, if you first shop on the site as usual and add items to your order, then complete the order form and in the comments box put 'payment to be made by direct bank transfer' submit the order details and the order details will go to us. You do not need to complete the payment page. If you then make the transfer sometime in the next 7 days, we will then look out for the payment transaction in our account and as soon as we have received it we will email you to confirm receipt of payment and we will send your order out. If you need it urgently call and we can on occassions dispatch before payment.

When setting up the payment, if possible put a reference on the payment using your full name or company name as the reference.

 

Can I order by phone? No

We no longer take orders up phone, we dont store or process card details anymore.

 

Have you got an advertising banner I can put on my site?

We dont have one right now but if you want to feature our site we have logo files and images if you want to use them. We do not have a pay per click scheme any people wanting to display our logo are free to do so providing they notify us beforehand.