FAQs

A few common questions answered in advance!

How long will my order take to arrive?

All orders placed before 12pm will be processed, roasted and shipped the next working day please allow 2-3 working days for it to arrive with you. If your order is 1kg or less it will be sent using Royal Mail Tracked Services, if over 1kg via DPD courier service.

For information on typical delivery times and how to track with Royal Mail, please see here for 24 hour tracked and here for 48 hour tracked 

Please note, the roastery is not open on weekends. All orders placed over the weekend and bank holidays will be processed on the next working day proceeding the holiday 

What if I'm not in and miss my order?

For all other deliveries, you will have been told or given the choice of either Royal Mail Tracked or DPD next day for delivery.  
 
Royal Mail Tracked Services: 
You can track your order with your delivery number here (you will have received an email or SMS with this).  
 
If you’re not going to be in you can provide details of a safe space or neighbour to leave your order with here. If you’re not in when the postman attempts delivery and no safe space is given, they will leave a card with instructions on how to collect your parcel. 
 
DPD Courier Services: 
You can track your order with your delivery number here (you will have received an email or SMS with this). 
 
If you’re not going to be in you can provide details of a safe space or neighbour or change your delivery day using the DPD delivery app, which you can download here 
 
If you’re not in when the courier attempts delivery and no safe space is given, they will leave a card with instructions on what happens next. 

Am I able to select the delivery service I want?

We’re working on this as soon as we can add this to are service. We will update you but at the moment, no.

Online Ordering Questions?

I’m having issues logging into my online account?

There are a couple reasons why this might be…

You might need to re-activate your email address on our website

Previously you have checked out as a “guest” in which case you will need to register for an account here

If none of these fix the problem, we suggest you try resetting your password by clicking on the “forgot your password” link on this page.

And if that still doesn’t work, get in touch with us here and we’ll be able to help

How to track my order?

Follow the link you received in your order confirmation email and it will take you to your order page with the status of your order.

Or you can login to your account (if you’ve created one) here and click on the order number in your order history list.

I’ve forgot my account password?

No problem. Click on “Forgot your password” link under the account login area. This will direct you to a form to submit your email address. We’ll send you out an email to change your password, provided that email address is registered for an account.

What if I haven’t received all or part of my order?

Get in touch with us at info@exmouthcoffee.co.uk and the team will be happy to assist you.

Can I make changes to my order?

If you get in touch with us as quickly as possible we will do our upmost best to try and fix it, but we can’t guarantee it.

Because we roast our coffee to order, it’s specifically roasted for you and only you (so it’s as fresh as can be).

If you think you’ve ordered the wrong thing or you want to make changes, we’ll always try our best to accommodate your request.

Do I need to login to place an order?

You don’t need to sign in or create an account to order. Instead you can checkout as a ‘Guest’.

Please bear in mind this will mean your order isn’t stored on our website for future records. Creating an account allows you to do things like ‘Reorder’ again quickly, see all your invoices in one place and keep an address book of contact details.

Is your website secure?

Sure, Exmouth Coffee Roasters are committed to protecting your privacy and promises not to share any information we collect with any third party.

Our website uses https, a more secure protocol, meaning your data and most importantly your payment is encrypted and therefore better protected. Look for the padlock sign on your browser. We use Stripe Payments, Amazon and Apple Pay for our card payment handling, some of the largest and most trusted payment handling companies in the world.

I have a trade/wholesale enquiry?

Require coffee for a Coffee shop, Restaurant, Hotel, Offices, Bar or Pub, Outside Catering, Conference Centers? Whatever your coffee needs we are willing to help.

Contact: info@exmouthcoffee.co.uk

Do you offer Coffee Training?

We do! We offer training to all our wholesale customers for the first three months. We also offer private training – please email: info@exmouthcoffee.co.uk

I’m booked on a course how do I find or contact you?

Unit 1
Gunthorpe St Workshops
Gunthorpe Street
London
E1 7RQ 

Tel: 02073775011

Are your coffee bags & packaging recycle-able?

Our coffee bags are constructed from paper/aluminum/PET/PE to keep the coffee fresh. It is only recyclable in some boroughs/councils due to the mix of materials that need to be separated to be recycled.  

While we cannot compromise the freshness of the coffee, we are working on fully recyclable solutions. All our paper materials are FSC and recyclable (including the box around the retail packs, and all leaflets, corrugates and outer packaging). 

Does your packaging contain plastic?

Unfortunately, our packaging has a plastic protective layer to keep the coffee fresh our bags also have a plastic valve. All our paper materials are FSC and recyclable (including the box around the retail packs, and all leaflets, corrugates and outer packaging), unfortunately we don’t yet have 100% plastic free coffee packaging 

This is something we are working on. 

Why do you use this packaging?

The bags have one-way valves that prevent air from travelling from outside-in, and let CO2 out once there is enough pressure built in.  

If some bags look bloated and unaesthetic on your display you can gently press on them to help the CO2 out through the valve without breaking the seals and bring their shape back to a more visually appealing size. (and if you get close to the valve whilst pressing on the bag you will notice the smell of our freshly roasted coffee.  

On the other hand if you coffee is transported via airmail in some circumstances the air pressure might deflate the bag, there is nothing wrong with this in fact because there is no air present means that you get a longer shelf life out of the coffee. 

How is your coffee roasted?

Our coffee is roasted on open flame giving it a wholesome and consistent cup. We roast on a 15kg Giesen and all our green beans are roasted individually for our blends and then blended after. This is to ensure that every region of coffee is roasted perfectly. We follow profiles but the true secret is that our roasters have been trained to find perfection through smell and sight. We also cup (taste) every single batch of coffee post-roast for quality-approval before it’s sent out to you. 

Why are some coffees recommended to brew as filter and others recommended as espresso?

In our experience some coffees have natural characteristics that make them more suitable for one brewing method than another. We have tremendous respect and admiration for the hard work that coffee growers put into their craft, and avoid insisting on a specific brewing method for a particular coffee; we’d prefer to use the brewing technique that reveals the best expression of flavor.  

As a rule of thumb, espresso machines will make your cup more intense and acidic than filter brews so we tend to choose balanced coffees with a low acidity. On the other hand, filter coffees can bring out clearer and more distinguishable flavor so we tend to place complexity and sweetness over perfect balance. These attributes are not set in stone for us but are helpful guidelines. There are indeed exceptions, and sometimes some coffees work very well for different brewing methods. 

What Are Single Origin Coffees?

These are coffees that come from a specific area or region, often a family-owned estate farm or a cooperative of smallholder famers who join forces and transport their crops to a central facility to create a bigger lot. This is an efficient way to facilitate export for smallholders and also maintain quality and flavor consistency from season to season. 

Why is it important for coffee to be fresh?

Coffee freshness is important because coffee loses its qualities over time at the contact of oxygen and humidity, which is why we recommend you to store your coffee in a tight and sealed container once it is open.  

Because of the minuscule particle size pre-ground coffee is much more exposed to this staling process and will start losing its quality and taste within a few days. Once the bag seal is opened, the coffee will be exposed to air again and should be used quickly!  

On the other hand, coffee can also be too fresh. It may sound odd that a coffee can be too fresh, but the roasting process creates carbon dioxide inside the beans which takes several days to slowly escape. This carbon dioxide creates microscopic gas pockets which prevents the brewing water from fully extracting the flavors, and this effect is magnified by the high pressure espresso machines apply to the coffee.  

We recommend whole bean and grind on demand for best quality cup of coffee.  

Ideally no more than two weeks and certainly no longer than a month, and dependent on your brew method:
For Espresso: From ten days to a month (max)
For Filter: from four days to three weeks  

For Pre-ground, as soon as possible once open, no longer than two weeks. 

How best to keep my coffee fresh?

We recommend, an air tight container once opened.    

There are many opinions in the coffee industry around storing coffee at home. As a reminder, here is our view on the matter:  

Fresh air is coffee’s greatest enemy. Oxygen and moisture within the air are quickly absorbed by the roasted beans at the expense of their inherently delicious flavors.  

When a bag is opened, in general, whole bean coffee begins to lose its flavor when left out after one week, while ground coffee can do so within an hour of opening. If you are using whole bean coffees, store them in their bags at room temperature, out of direct sunlight.  

Never store your coffee in the fridge – not even in an air-tight container. Fresh roasted coffee is incredibly hygroscopic and will quickly absorb odour in the air. A fridge normally contains strong aromas which will then be transferred to your cup.  

The best way to store coffee is in the freezer. This is because the inert environment will help to lock in the fine flavors over a much longer period of time. This method of storage is especially recommended if you are a low volume user of fresh, ground coffee.  

When taking coffee out for brewing after freezing it, always ensure that you take out only as little as is needed, and return the rest of the pack back to the freezer immediately. This is because if kept out for long periods of time, condensation will form on the grounds, and thus destroy the flavors – particularly if this water is then re-frozen. Coffee does not like frequent extreme changes of temperature. 

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