Frequently Asked Questions

We have a tracking portal here.
All you need is your order number and email address. Or the tracking number if you have it.

You will also receive an email when your order ships with details.

Any problems just contact our Customer Support team and they will be ready to help you.

There are restrictions on international orders.
Unfortunately we cannot ship to an international PO box or APO address.

Please contact our Customer Support team if you have further questions or concerns.

UK Delivery

Standard Delivery (3-5 working days): £4.50 or FREE when you spend over £70. For Scottish Highlands, Northern Ireland, and islands around UK Standard is £15.99 or FREE if over £100. This will typically be shipped with Yodel or Parcelforce.

Express Delivery (1-2 working days) £5.99. This will be shipped with Yodel or Parcelforce.

Parcelforce24 (1-2 working days) £6.99. Some customers prefer Parcelforce so we have made this an option.

Please note: Express is only available to the UK mainland, and doesn't include northern Ireland, some Scottish Highlands, and all Isle of the coast of the UK. Working days do not include weekends or bank holidays

International
Europe - 3-14 working days
ROW - 7 -28 working days
Cost is calculated at checkout

For Europe, we will use mainly Parcelforce, sometimes UPS.
For International we use UPS.

If your order is with us by 13:30 on a working weekday you should expect to receive your order within 3-5 working days. 

It will typically ship with Yodel or Parcelforce. This is determined by the weight, size, and delivery address.

If you haven't received your order please contact our Customer Support team.

If your order is with us by 13:30 on working weekday, you should receive your order 1-2 working days after this.

We typically send Express orders by Yodel or Parcelforce. This is determined by weight, size, and delivery address.

If you haven't received your order by this time please contact our Customer Support team.

If it wasn't left in a safe place or you were out, you may have received a calling card, if not your tracking will show next steps.

High value orders will require a signature, so safe place deliveries may not be allowed.

For Yodel there will be instructions on the card but they can also be found here.
For Parcelforce, there will be instructions on the calling card but they can also be found here. 
For UPS International deliveries instructions can be found here.

Custom and Import charges are charged once an item has arrived in its destination country.

Unfortunately, we have no control over what these charges are, as Custom and Import policies vary from country to country.
We would advise that you find out what these charges may be before you place your order.

Custom or Import Charges are not applicable for orders within the UK.

For orders to Republic of Ireland and Europe we send Parcelforce with Duty and taxes paid. 

Your order should arrive within the time frame of your chosen delivery method, which you can double-check in your order confirmation email. You will also receive a tracking link in this email so check this out for any delivery updates.

If the delivery time frame has passed and you’ve still not received your items, please get in touch with our Customer Support team with your order details. Please make sure to send us your order number so we can investigate your order status for you.

If you made a mistake or just changed your mind. Contact us within 30 minutes during working hours we can usually cancel your order straight away.

If it's too late you can return your order for a refund within 30 days.

If you make a mistake and contact us within 30 minutes we can usually amend your order straight away.

If it's too late you can return your order for a refund within 30 days.

Once you have placed an order, you should receive an email confirmation sent to the email address you provided at checkout. If for some reason, you did not receive this email, please check your spam/junk folders.

If you still cannot find this, please log into your account to check that your order was initially processed, and if you are still having problems please contact us!

We are sorry that you have received the wrong item in your order!

If you're a UK customer, please return it using our free returns service.

If you want to replace the item, please contact our Customer Support team, where a member of our customer service team will help you further.

If you are an international customer, please contact our Customer Support team, where we will be able to advise you further on the next steps.

We are sorry that you have received a damaged item in your order!

Please contact our Customer Service team and have a photo ready for the team. We will prepare a replacement straight away.

We will place the estimated delivery date on the product page. If this date changes will always keep you informed.

If you have any questions or want to cancel at any time just contact our Customer Support team.

Of course, but if you want to receive your non-pre-ordered products as soon as possible, we strongly recommend ordering them separately. Ordering your non-pre-ordered products with your pre-ordered products may delay shipment of your entire order.

We accept payments from all major credit and debit cards.

• Amex
• Visa
• Mastercard
• Apple Pay
• Google Pay
• Maestro
• Shop Pay
• Paypal
• Clearpay

Oh no, sorry! Please try an alternative method or use your card through PayPal.

Otherwise please contact our Customer Support team and they will help you.

For information checkout ClearPay page here: https://www.clearpay.co.uk/en-GB/how-it-works

We accept GBP.

We do! To buy one of our Gift cards click here. The card will be issued instantly and ready to use.

You have 2 years from the date of purchase.

Coffee is only available with standard shipping to the UK.
(please note, we have a small number of roasters who are unable to ship to Northern Ireland - Cold Blow Coffee and TCC Coffee Roasters)

Coffee is shipped directly from the roaster to ensure it arrives fresh. This may mean your order arrives in multiple shipments.

We try to include as much information as possible on a product page but if you have more questions please reach out to our Customer Support team via Chat or email and we will get any extra information you need.

We have a super duper search program on our site. If you click on the spyglass in the top right corner it will open up our search bar so you can hopefully find what you're after.

If you still can't find it and it's a brand we stock please reach out to our Customer Support team and they will help you.

Some of our items are super popular and sell out very quickly. We have the ability for you to leave your email or mobile number to be notified when we have more stock come in. This is the quickest way to be notified as soon as stock arrives.

When you sign up for our restock email notifications you’ll be updated as soon as possible, even if only a small number of units are available in stock.

On this occasion, it seems like the item became sold out again before you had a chance to buy it! Keep your eyes on your emails for possible future notifications though. 

Yes. Most of our products have a 1-year warranty. 

We will help you with a repair or replacement item. Please contact our Customer Support team. 

All warranties are UK-based and if your items are outside the UK you will need to arrange to ship the item back to the UK if this is needed. Our Customer Support team will help with this.

For UK Customers

We offer FREE 30 day returns for unwanted items for a full refund*. We will happily exchange or refund at no cost.

Returned items should be unused and must be returned in original packaging with any enclosed documentation. We will issue a full refund or exchange on receipt.

We use Collect + for easy returns. Click here to return an item.

If you have requested an exchange, please allow 7-10 days for this to be processed and your exchanged item(s) to be sent out to you.

After 30 days we will accept a return for a credit up to 6 months. It's your responsibility to cover the cost of shipping the item back to us. We will then issue a Store Credit Voucher. Store credit will expire after 12 months from the date of issue. Contact our Customer Support team to return an item after 30 days.

International Returns

If you are returning item(s) to us from somewhere that isn’t in the UK, please note that returns are only free for our UK customers. Please include your packing slip in your parcel. You'll need to pay yourself to send back any unwanted items but please feel free to use the cheapest delivery service available in your country.

Please contact our Customer Support team if you require a returns note to be emailed to you. Please make sure to always obtain proof of postage and keep this safe until you’ve received confirmation of your return, in case we need to see it later on. 

Parcels can take up to 21 working days to reach us and then the refund will land in your account within 5-10 working days once processed.

*Coffee and filter papers are not included in this unless the product is damaged on arrival or the product is incorrect due to a fault by Coffee Hit.

The Comandante grinder box seal must be intact, for a return or exchange.

IT'S EASY AS 1, 2, 3!

1. Head over to this page, create your returns label, and stick your returns label on your parcel.

2. Drop off your parcel at your Local Collect Plus point.

3. Keep your receipt and track your return online.

Please allow 3 working days for us to process the refund or exchange.

Yes, of course. Ask the person who bought the gift to reach out to our Customer Support team and they will arrange a return label they can pass on to you.

We can then exchange the item for another item, refund the person who bought the gift or issue a Gift card for you.

Yes, of course. Once an item is received back we will refund onto the Gift card that was used to make the purchase.

If within 14 days of your order the price is lowered (not raised obviously!!) you can claim a refund of the difference.

After this, we are unable to offer a refund on the price difference.
(please note this does not apply to coffee)

They work the same way as normal returns. Once we receive your returned items we will refund your ClearPay account and your balance owed will be reduced.

Unfortunately, we cannot accept returns of coffee.

Unfortunately, we cannot accept returns of filter papers.

Yes! Personalized products fall under the same 1 year warranty as their non-personalized counterparts

Personalized Fellow products are final sale and can not be returned unless there is a personalization error or damage to the item upon delivery.

If you are having trouble using our online design tool, please get in touch with us via our online chat or by telephone.

When your design has been approved, you will receive an email letting you know that your product is off to be personalized. In the event that there is an issue with your order, or your design is not approved, you will be notified via email and provided with an explanation and potential next steps.

We aim to get them in the mail as soon as possible! Please allow us up to 7 days to personalize your order. When your product ships, you will receive an email with tracking information.

Please note: If you have ordered other items, your order may be split.

We will work with you and LM regarding any colour choices/customisations for your chosen machine.
Please note - once a custom order has been approved/paid all sales are final.

(personalised units cannot be returned/cancelled)