SHIPPING POLICY

Processing Time
Orders are typically processed within 1-3 business days. Orders placed before 2pm GMT Monday-Friday will be processed the same day. Orders placed after 2pm or on weekends will be processed the next business day. You will receive a confirmation email with tracking information once your order has been dispatched.

Business days exclude weekends, UK bank holidays, and major public holidays.

Shipping Methods and Timeframes
We ship worldwide. Delivery times vary by destination.

Coffee, Tea and Syrups:
Our coffee beans, ground coffee, tea bags, and syrups are sourced from local UK roasteries and suppliers, shipped directly to you:

UK: 2-5 business days
EU: 4-8 business days
Rest of World: 7-14 business days

Coffee Equipment and Accessories:
Our equipment, grinders, and accessories are sourced from various suppliers worldwide and may ship from locations outside the UK and EU:

UK: 5-15 business days
EU: 7-20 business days
Rest of World: 7-21 business days

Northern Ireland:
We ship to Northern Ireland. Please note that additional customs documentation may be required for some products.

Subscription Orders:
If you have an active coffee or tea subscription, your products will be shipped automatically according to your chosen delivery frequency (weekly, fortnightly, or monthly). Subscription orders ship from our local UK roastery partners with the same delivery times as standard coffee and tea orders (UK: 2-5 business days, EU: 4-8 business days). You will receive tracking information for each subscription shipment.

Please note that delivery times are estimates and may vary depending on your location, the origin of the shipment, and carrier delays. During peak periods (Black Friday, Christmas), delivery times may be extended by 3-5 business days due to high carrier volume.

Delivery Address Requirements
We cannot deliver to PO Box addresses as our carriers require a physical address for safe space delivery and photo proof of delivery. Please provide a complete physical address at checkout.

Safe Space Delivery - IMPORTANT
If you are not home to receive your delivery, you must provide safe space delivery instructions at checkout. The carrier will take a photo of your parcel in the designated safe space as proof of delivery.

Please note:

Delivery attempts will not be reattempted if you are not home and have not provided safe space instructions
We do not arrange reshipment for failed deliveries where no safe space instructions were provided
No refund will be issued for failed deliveries due to missing safe space instructions
Once a parcel has been delivered to your designated safe space and photographed by the carrier, neither Ember & Olive Coffee Co. nor our suppliers can be held responsible for any loss, theft, or damage that occurs after delivery
This applies to all products including coffee, tea, syrups, and equipment
Please ensure you provide a secure location and accurate delivery address at checkout

Shipping Costs
Shipping costs are calculated at checkout based on your delivery address, the weight of your order, and the products you're purchasing. Coffee, tea, and syrup products sourced locally may have different shipping rates than equipment.

There is no minimum order value required.

Subscription orders may qualify for discounted or free shipping depending on your subscription plan.

Free shipping may be available on orders over a certain amount - check our current promotions at checkout.

Order Tracking
Once your order ships, you will receive an email with tracking information so you can monitor your delivery progress.

Delivery Issues
If your order does not arrive within the estimated timeframe, please contact us at info@emberolivecoffee.com and we will investigate with the carrier.

If a delivery fails due to our error or the carrier's error, we will offer a full refund or free reshipment at our expense.

If a delivery fails due to missing safe space instructions or an incorrect address provided by you, no refund or reshipment will be available. We have already incurred shipping costs for the initial delivery attempt and cannot absorb this loss due to customer error.

Customs, Duties and Import Taxes
For equipment orders: As our equipment may ship from locations outside the UK and EU, customs duties, VAT, and import taxes may apply. These charges are determined by your country's customs authorities and are the responsibility of the recipient.

For coffee, tea and syrup orders: As these products ship from within the UK, no additional customs charges apply for UK customers. EU and international customers may be subject to standard VAT and import duties.

We recommend checking with your local customs office for information about potential charges before placing your order.

Out of Stock Items
If an item in your order is temporarily out of stock, we may ship available items first and send the remaining items separately once in stock. You will be notified if this occurs and will receive separate tracking information for each shipment.

Lost or Damaged Shipments
If your order arrives damaged or goes missing in transit through no fault of your own, please contact us immediately at info@emberolivecoffee.com with photos (if damaged) or your tracking number. We will work with the carrier to resolve the issue and arrange a replacement or refund.

Multiple Item Orders
Orders containing both coffee/tea products and equipment may be shipped from different locations and will arrive separately. You will receive tracking information for each shipment.

Managing Your Subscription Deliveries
You can modify your subscription delivery address, pause deliveries, or adjust your delivery frequency at any time from your customer account portal.

Questions
If you have any questions about shipping, please contact us at info@emberolivecoffee.com.