Frequently Asked Questions
I CAN’T LOGIN INTO MY ACCOUNT?
Normally this can be sorted by resetting your password. Just head to the My Account section of our website, enter your email and click on the 'forgot password?' link. If this doesn’t do the trick, please just give us a ring.
If you didn't set up your account after your first purchase with us you can still do this using the email your order is placed under to access past orders and account information.
Remember to check your email junk for account related emails.
I CAN’T FIND MY ORDER IN MY ACCOUNT?
No problem, it may be that you accidentally checked out as a guest or with a different email. Just head over to your order confirmation email, and there'll be a link there where you can find out exactly what's happening with your order. If you're still having problems, just drop us an email mail: email@example.com
ARE MY ACCOUNT DETAILS SAFE?
We only store essential account information retained for order history purposes including name and address. As we use a PCI compliant system payment details are never saved when entered by the customer and only use secure systems such as Shopify payments, PayPal, Google pay and Apple pay based on customer preference.
To ensure your basic information is secure always try to use a unique password including at least 8 characters and a mixture of upper case, lower case, letters and numbers.
For further peace of mind feel free to contact us any time at firstname.lastname@example.org
WHERE IS MY ORDER?
Depending on the delivery service you’ve selected, you may be able to track your order by looking at the tracking number on your shipping confirmation email with either DHL or Royal Mail. Services are experiencing delays due to the Covid-19 pandemic especially in urban areas and in some cases delays can be up to 10 days. If you still think you should have received your coffee, then please just get in contact with your order number and we’ll get you sorted.
Feel free to contact us any time at email@example.com
HOW DO I CHANGE MY SHIPPING ADDRESS?
Simply login to your Ue Coffee Roasters account and here you have the ability to apply a different delivery address, billing address and payment card details. If you require further assistance with this feel free to contact us at firstname.lastname@example.org
If your having issues accessing your account please refer to my account section above.
WHERE IS MY TRACKING NUMBER?
Depending on the delivery service you’ve selected, you should be able to track your order by looking at the tracking number on your shipping confirmation email with either DHL or royal mail. If you can find this email please remember to check your junk folder, and if your still having issues contact us by email for help at email@example.com
MY ORDER IS INCORRECT OR DAMAGED?
If you’re not happy with your order for any reason or your package has arrived in an unacceptable condition we sincerely apologise for this inconvenience. Get in contact with us straight away. We pride ourselves on delivering only the highest standards of coffee and service, so if anything’s wrong or not up to scratch, then we’ll do our best to resolve it.
Email us now at firstname.lastname@example.org
WHEN WILL MY COFFEE BE ROASTED?
All of our coffee is roasted daily (excluding weekends) on site at our roastery in Witney, West Oxfordshire. After placing your order we aim to get this shipped the next working day. Your coffee will be packed from the latest batch roasted within the same week. Roast dates are displayed on the label attached to the top your box and on the bag of coffee itself.
WHEN IS MY COFFEE READY FOR DRINKING?
Immediately after your coffee is roasted it will begin releasing co2 known as the degassing process. Degassing varies depending on the type of coffee and roast and can take anywhere from 2 to 12 days until the coffee is ready to brew. Some rules of thumb:
The first 24 hours is when a bulk (approximately 40%) of CO2 leaves the bean.
Darker roasts usually degas faster than lighter roasts.
Longer roasts usually degas faster than faster roasts.
The fresher your coffee the more degassing you will experience during your brew. This is why it’s important to bloom your coffee when brewing with a filter process (pre-wet and let sit for around 30 seconds) in order to release rapidly escaping CO2. However, if your coffee is to too fresh, regardless of how you brew your coffee, the extraction will still be uneven due to the overwhelming amount of CO2 escaping during the entire brewing process.
IS UE COFFEE ROASTERS COFFEE SUSTAINABLE AND ETHICAL?
At Ue Coffee Roasters we are morally committed to prioritising responsibility to the environment and society, from the experts who produce our coffee at our roastery to the baristas and front of house teams based in our cafes. We work to the highest and strictest standards of verified social and environmental performance, transparency, and accountability when it comes to all the ingredients that we work with within our business.
HOW DO I RECYCLE MY COFFEE BAG AND BOX?
As part of Ue Coffee Roasters dedication to sustainability we have partnered up with Dutch Pack in the Netherlands and Weber packaging in Germany to introduce a 100% recyclable bag and box solution to our entire coffee range. These bags represent the latest innovation in coffee packaging sustainability and we are extremely proud to include the Co2 neutral bags in our effort to tackle climate change.
HOW DO I STORE MY COFFEE?
Keep your coffee tasting fresh by storing it at room temperature or cooler environment in an airtight container.
Freezing coffee can be a very effective means for storing your beans or ground coffee without compromising quality, but only if you make sure that it is packed in a completely moisture free environment. If you don't have any means of vacuum storage, we don't recommend you try this at home.
HOW DO I BREW YOUR COFFEE USING MY BREW METHOD?
Its not easy mastering a brew method but we are here to help you on your educational journey with our brew guides available here.