Shipping policy

Order Processing and Delivery Information

We freshly roast all our coffee.

  • Orders placed before 07:30 AM (GMT) will be processed and shipped the same working day (Monday to Friday).
  • Orders placed after 07:30 AM (GMT) will be processed on the next working day.

If you have any questions about delivery or need your order urgently, please don’t hesitate to contact us.

Shipping Charges

Shipping costs are calculated automatically at checkout based on the items in your cart and your delivery address.

The best available shipping rates will be shown once this information is provided.

To view your shipping options, simply proceed through the checkout process. On the final page—before payment—you’ll see a list of available delivery methods and their costs.

Free UK Mainland Delivery

We’re pleased to offer free UK mainland delivery on:

  • All subscription coffee orders
  • Regular orders over £30

Delivery Tiers for Regular Orders

  • £30–£149.99
    Shipped via Royal Mail Tracked 48
    Estimated delivery: 2–4 working days

  • £150–£199.99
    Shipped via Royal Mail Tracked 24
    Estimated delivery: 1–2 working days

  • £200 and above
    Shipped via DPD Standard (Monday–Friday)

Note: Minimum spend thresholds must be met after any discounts are applied.

Subscription Deliveries

  • In My Mug
    Sent via Royal Mail First Class Large Letter
    Royal Mail aims to deliver the next working day (Monday–Saturday)

  • Blends & Decaf Subscriptions
    Sent via Royal Mail Second Class Large Letter
    Royal Mail aims to deliver in 2–4 working days (Monday–Saturday)

Local Collection from Our Stafford Roastery

Prefer to collect your order in person and save on delivery fees? Simply select the ‘Pick Up’ option at checkout.

Your order will be processed as usual, and we’ll send you an email notification when it’s ready for collection.

Please wait for your confirmation email before visiting—we want to make sure your coffee is ready and waiting for you!

Collection Timelines

  • Orders placed before 07:30 AM (GMT):
    Ready for collection by the end of the same working day

  • Orders placed after 07:30 AM (GMT):
    Ready for collection by the end of the next working day

For directions, we recommend Google Maps. Our postcode is ST18 9QL.

Taxes and Customs Duties

Please note that any import duties and taxes are the customer's responsibility. We cannot be held liable for any additional charges incurred.

We are unable to provide specific information or guarantees regarding customs charges, as these are determined by the local customs office and are beyond our control.

For detailed information on your country's import regulations, please visit the official government website:

If you choose to reject a package due to additional taxes and/or customs fees being charged when a shipment reaches your country, we will refund your order minus shipping costs when it is safely returned to us.

Why Do We Ask for Your Phone Number?

We request your phone number so that the delivery company can contact you directly if there are any issues with your delivery.

If no phone number is provided and a problem arises, the courier may be unable to reach you, which could delay your order.

What to Do If Your Delivery Hasn’t Arrived

We always aim for smooth, timely deliveries—but occasionally, delays can happen due to circumstances beyond our control, usually on the courier’s side.

Please note that all delivery timeframes are estimates, not guarantees, and delays can sometimes occur.

Royal Mail Deliveries

  • Royal Mail does not consider an item lost or missing until 15 working days have passed.
  • However, we ask that you wait at least 7 working days before contacting us.

In the meantime, we recommend:

  • Checking with your local sorting office, even if no delivery card was left.
  • Asking your neighbours if the parcel was left with them.
  • Verifying that your delivery address is correct (you can find it in your shipping confirmation email).

If your order still hasn’t arrived after 7 working days, please contact us with your order number (OCR****)** so we can investigate further.

DPD Deliveries

We understand how frustrating it can be when a delivery doesn’t arrive as expected. If your DPD delivery appears to be delayed or missing, here’s what to do:

1. Check Your Tracking Information

You’ll receive tracking details via email once your order has been dispatched. Use the tracking link to check the latest status of your parcel on the DPD website.

2. Look Out for Delivery Updates

DPD may leave a calling card or send a notification if:

  • They attempted delivery but no one was available
  • Your parcel was left in a safe place or with a neighbour
  • There’s a delay or issue with your delivery

3. Use DPD’s In-Flight Options

If your parcel is still in transit, you can:

  • Reschedule delivery
  • Provide delivery instructions
  • Redirect to a Pickup Shop (except for Saturday deliveries)

Note: DPD does not deliver to Pickup Shops on Saturdays, so please avoid selecting this option if you’ve chosen Saturday delivery.

4. Contact DPD Directly

If your tracking hasn’t updated or you suspect an issue, you can contact DPD customer service directly for the most up-to-date information.

5. Still Need Help? Contact Us

If your parcel hasn’t arrived within 3 working days of the expected delivery date, please contact us with your order number (OCR****)**. We’ll be happy to investigate further and help resolve the issue.

Delivery Services We Use

Royal Mail First Class

  • Delivery Aim: Next working day, including Saturdays
  • Expected Delivery: 1–2 working days
  • Please note this is not a guaranteed service, but a delivery aim provided by Royal Mail.

If your order hasn’t arrived within 7 working days of receiving your shipping confirmation, please contact us.

Royal Mail does not consider an item lost until 15 working days have passed.

Royal Mail Second Class

  • Delivery Aim: Within 3 working days, including Saturdays
  • Expected Delivery: 2–4 working days
  • A small number of deliveries may take up to 7 working days.

For tracked services, you’ll receive tracking information via email once your parcel reaches the local distribution centre.

If your order hasn’t arrived within 7 working days of receiving your shipping confirmation, please contact us.

Royal Mail does not consider an item lost until 15 working days have passed.

DPD (Monday–Friday)

  • Cost: £8.00 for up to 10kg
  • Free on orders over £200.00
  • Delivery Aim: Next business day (Monday to Friday)
  • Fully trackable. No weekend delivery.

DPD (Saturday Delivery)

  • Cost: £12.00 for up to 10kg
  • Order Deadline: Available for orders placed before 07:30 AM (GMT) on Fridays
  • Fully trackable Saturday delivery.

Important: If you select DPD Saturday delivery, please do not request delivery to a DPD Pickup Shop via the In-Flight options, as they do not deliver to Pickup Shops on weekends.

Tracking information will be emailed to you when we enter your shipping information into our DPD system, you will also be sent this information by text message if you provide us with a mobile number and via the DPD app if you have it installed. A 1 hour delivery window will be sent to you on the morning of your delivery. We recommend downloading the DPD app and saving your what3words location to your account details to help facilitate easy and accurate delivery of your order (especially if you live in a new build or a hard to find location!)

International Deliveries

International deliveries can sometimes take longer than we expect, unfortunately due to many factors beyond our control your order can be delayed at any 1 of many points on its journey across the world and we ask you to please be patient.

If your item was shipped with Royal Mail via either Tracked & Signed, Tracked or Signed then please contact us as we should have access to tracking information for your order.  If you selected Royal Mail International Standard then unfortunately we will not have any tracking information.

Royal Mail will not class an international shipment as lost or missing for 28 working days unfortunately we can not take any action until this time has passed.  During that time we recommend that you ask your local sorting office / post office if they've tried to deliver (even if they haven't left a card) and ask your neighbours if your order has been left with them.  You should also check that the delivery address you gave us is correct, this can be found on your shipping confirmation email.  If your delivery still hasn't arrived after 14 working days and you have performed the above steps then please contact us with your order number (OCR*****).

Royal Mail International Tracked & Signed
Tracked & Signed is a combination service offering full end-to-end tracking, signature on delivery and an online delivery confirmation.

Royal Mail International Tracked
Ideal for sending important or valuable goods, offering tracking at five points after despatch as well as an online confirmation of delivery.

Royal Mail International Signed
Your item will be tracked until it leaves the UK and only handed over at its final destination once the delivery company obtains a signature from the recipient.

All Royal Mail Tracking and Signature services offer delivery to Europe within 3-5 working days, and worldwide within 5-7 working days.

The availability of Royal Mail Tracking and Signature services depends on where your item is going. See the Royal Mail list of destinations and their services.

Where applicable, you’ll be able to track your item via their Track your Item service.

Signature on delivery
A signature is taken on delivery for items sent using International Tracked & Signed and International Signed. However, we do not provide a copy of the signature to you as part of the service.

Royal Mail International Standard
No tracking. Delivery time 5 -7 working days worldwide, however can take longer due to worldwide circumstances beyond our control.

UPS
We work with UPS for international deliveries to all parts of the world.

The best available rates and services will be dynamically calculated during checkout based on the contents of your cart and your delivery address.

For a delivery quote before checking out, please contact us.

If you have chosen to have your order delivered by UPS, you will receive tracking information and regular updates by email from UPS.

UK Subscription Delivery

In My Mug Subscription
We roast and dispatch all In My Mug coffees every Friday, free of charge via Royal Mail First Class. Royal Mail aims to deliver the next working day (Monday to Saturday), although this is not a guaranteed service.

Blend & Decaf Subscriptions
This includes Our House, Hodson, Seasonal, Paramount, Half Caff, and Decaf. We roast and dispatch these coffees the next working day after your order is processed, free of charge via Royal Mail Second Class. Royal Mail aims to deliver within 2–4 working days (Monday to Saturday), though delivery times may vary.