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The Love Of Coffee Terms

This page outlines all of TLOC's policies which affect you and issues that you may have questions about. If you have a question that is not answered here, then please email us using the contact form. 


Delivery

We aim to dispatch your order the same day if orders are received by midday (during November and December please allow for 10am for Next Day Delivery and an extra day for 1st and 2nd Class Royal Mail deliveries), and orders after this time will be sent out the next working day (Monday to Friday). Delivery expected: 1st Class Royal Mail usually 1 - 2 days and Express Delivery orders next day delivery (remote areas of the UK could take longer) and 2nd Class within 2 - 5 days. These delivery times are our aim but are not guaranteed. If an item is not available we will contact you either by phone or via email to discuss an alternative product. Currently most items are sent by 1st Class Mail with a 2nd Class option if you're not in a rush, larger items however will normally be sent by courier. We reserve the right to select a different method of carriage at our discretion.

We make every effort and work hard to meet your expectations both in terms of the quality of our products and our service, and this includes getting your order to you as quickly and efficiently as possible. With everything we do being done by hand from the roasting, grinding, weighing and bagging etc, there are occasionally delays, but this usually only happens at busy periods i.e. Christmas. So to ensure that you receive your order, especially if it's for a special occasion please give yourself an extra day or so.

Delivery Options (UK Only)

 
Weight
1st Class (Royal Mail)
(1 - 2 working days)
2nd Class (Royal Mail)
(2 - 5 working days)
Express Delivery UK Mainland
(Next Day Mon-Fri)
up to 999 grams £3.25 £2.95 £6.50
1 Kg - 1.99 Kg £5.95 £2.95 £6.50
2 Kg + £6.50 £5.95 £6.50
 






We cannot be held responsible for any delays in delivery due to the Royal Mail or Courier services, and therefore request that customers should in the first instance contact us and inform us of any delay. Every effort will be made to resolve any problems with the delivery as quickly as we possibly can.

When placing your order please ensure that all details are correct. A confirmation of your order will be sent to the email address provided requesting that you once again check the details to avoid any delays in fulfilling your order. We cannot be held responsible for errors made to the delivery address. We reserve the right to withold any form of refund if orders have been lost due to errors made by the customer, so again please check the details you provide.
If items are returned to us as no one was in to receive the parcel, an additional delivery charge will be required to re-send the order.

Next Day Delivery (Express Delivery) UK Mainland Only

We charge £6.50 for Express Delivery and this service should take no longer than approx 24 hours from the time your order is dispatched. This service is for Mon - Fri deliveries only (orders placed with Express Delivery on a Friday will be delivered the following Monday) and at anytime up until approx 5:30pm to business addresses and 6:30pm to residential addresses. At busy times our couriers may deliver later into the evening. 

Orders placed no later than midday (10am during November and December) on the day of ordering will be dispatched that day via our courier to the address you have provided. Orders placed after this time will be dispatched the following working day.

Whilst we aim to ensure that the next day delivery time is met, there are sometimes issues with delivery which are outside our control. As soon as we know about any delivery issues which may affect your order, we will of course contact you.

Please note: Deliveries to remote areas of the UK such as the Offshore Islands, Scottish Highlands, Isle of Man etc may take up to 2-3 days. You may therefore be better using the 1st Class Royal Mail service we offer.

Saturday Guaranteed Delivery (Express Delivery) UK Only

We can also offer a guaranteed Saturday Delivery Service before 1pm. Please email or call for details.

Please note: Deliveries to remote areas of the UK such as the Offshore Islands, Scottish Highlands, Isle of Man etc may take up to 2-3 days. You may therefore be better using the 1st Class Royal Mail service we offer.

Special Delivery Instructions

If you have any special delivery instructions i.e. for either Royal Mail or Courier to leave your package with say a neighbour or in a particular place if you're not around to receive your delivery, then please email us at time of order with your instructions.

'For delivery to overseas countries please contact us for a postage quotation before placing your order'. 


Orders Requested To Be Left In A Safe Location
 
If you wish to have your order left in a secure, safe location you should either contact us as soon as you have placed your order or complete the 'Special Request' section when at the checkout.

Sometimes this may not be possible, but please note that ANY ORDERS LEFT AS REQUESTED BY YOURSELF IN A SAFE LOCATION IS AT YOUR OWN RISK and The Love Of Coffee will not be liable to compensate orders that are damaged or lost.


Incorrect or incomplete delivery address?

We are unable to check all delivery addresses so it is your responsibility to ensure that all delivery details are entered correctly. The Love Of Coffee cannot be held responsible for any carrier delays or failed deliveries that might occur by providing wrong or incomplete details.


Customer Support

Our customer support telephone number is 01376-550941 (calls charged at local rate from a BT landline. Calls from other networks may vary and calls from mobile phones will be higher).

Our staff are available from 9am - 5pm GMT, Monday - Friday. Answer phone service available at all other times. 


Cancellation Rights and Guarantees

The Love Of Coffee offers a 100% satisfaction cancellation right and guarantee, which means if you are not satisfied with any product that you purchase from our online store you can cancel your contract within fourteen working days, the fourteen working day cancellation period begins the day after the goods are received, for a full refund. Full money including the initial postage and packing charges (where a premium delivery service had been chosen, only the standard delivery charge will be refunded) will be refunded within fourteen calendar days of your goods having been returned to us. Please ensure that these are returned to us with your proof of postage. 

Your purchase cannot be refunded if the item is not in as new condition i.e. the bag has been broken in anyway, the product has been removed from the packaging or if the item has been customised / personalised in any way i.e. ground to your request or a customised blend.

If for any reason an item ordered has not been delivered, you must notify us within 30 days of the dispatch email date.

This does not include normal wear and tear.


Any promotional item received must also be returned for a full refund.


Unwanted Goods

Should you wish to cancel your order please notify us as soon as possible. If the order has not yet been shipped we can simply cancel the order. However, if you are in receipt of your goods you the consumer must arrange for the return of the goods at your own costs. If the goods are not returned, The Love Of Coffee will arrange for the collection and deduct the direct cost incurred from the refund. 


Complaints

The Love Of Coffee believes that all goods supplied are of the highest quality and attempt to provide an excellent service at all times. However, should any goods or aspect of our service not meet your expectations please let us know by contacting us or by writing to: 

Customer Services Department The Love Of Coffee, Shendeck House, Harold Road, Braintree, Essex, CM7 2RU. 

We will acknowledge receipt of all complaints by return and endeavour to fully answer all queries within 5 working days. If your query cannot be answered fully in this time, we will contact you to advise a likely timescale for resolution.


Pricing 

We reserve the right to cancel an order due to incorrect pricing being entered on this website as the result of a mistake.


Nut Allergy - Safety Advice

Please note that some coffees may contain or have traces of nuts and/or nut oils or may have been processed alongside other products containing nuts or nut oils. The Love Of Coffee cannot be held responsible for any issues resulting from food allergies.


Back Orders

Our product details show whether an item is in or out of stock, however, in the unlikely event of an item you have ordered being unavailable we will contact you with details of when the goods will be in stock and offer you the following options:


Promotional Codes

Promotional codes are allocated by The Love Of Coffee or by an authorised third party.

These codes once entered may apply a discount, a special offer, free gift or other. So please refer to the offer terms which were issued together with the promotional code to confirm the specified reward.
If you experience any problems then please contact us on 01376-550941 or email sales@theloveofcoffee.co.uk.

If you have mislaid a code that has been issued to you and would like another then please do contact us and we'll be happy to re-issue.
 

Our Privacy and Cookies Policy

For information on our privacy policy please click here

Changes to this privacy policy

If this privacy policy changes in any way, we will place an updated version on our privacy policy page.



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