What am I getting in the surprise subscription?
With the surprise subscriptions, we focus on 2 very special coffees every 4 weeks.
The 4-week subscribers receive 3 bags of 2 different coffees (2 bags of coffee A and 1 bag of coffee B).
The 2-week subscribers receive 2 bags of coffee A and then two weeks later, will receive 2 bags of coffee B.
What am I getting in the 'you decide' subscription?
The subscriber is signing up to get regular shipments of a specific coffee (for example, Kieni). This is designed for customers who have a specific favourite coffee that they want to follow for the duration of its harvest.
Once we have come to the end of the coffee's harvest, you will be notified and the subscription will be cancelled.
Can I add extra bags to my subscription?
Due to packing logistics it is unfortunately not possible to add any extra bags of coffee or brewing equipment to your subscription shipment.
Do you offer a mixed subscription of Filter and Espresso?
Unfortunately, we are unable to offer a mixed Filter and Espresso subscription at this time.
Do we ship to your country?
When you have chosen your preferred subscription, you can choose what country the coffee shall be delivered to when you reach checkout. If you can’t find your country on the list, please send us an email at email@example.com and we will look into adding it as an option as soon as possible.
How can I update my credit card details?
You can do this by logging into your account and clicking on your email address. This will take you through to your profile and at the bottom of this page you will find your credit card details.
I can't login to my account.
This can happen if you chose to 'check out as a guest' when signing up for your subscription.
If you create a new account with the same email that you used to sign up for your subscription, your account will be connected to your subscription.
How can I update my billing/shipping address?
You can easily update your address. Make sure you are logged in (top right corner) and click ‘Account’ and click your email address (top left corner of the box). You now have the option to update your billing and shipping address.
How can I cancel my subscription?
Cancel your subscription by logging in (top right corner) and click ‘Account’. A box will open with an overview of your subscription. Click ‘Manage subscription’ and choose ‘Cancel’ if you would no longer like to continue the subscription.
You are free to cancel your subscription at any time. If you cancel your subscription after having received an invoice for a shipment, please get in touch if you want us to cancel this shipment as well.
I need to take a break from my subscription.
Are you going on a holiday or would you just like to take a break? Pause your subscription by logging in (top right corner) and click ‘Account’. A box will open with an overview of your subscription. Click ‘Manage subscription’ and choose ‘Pause' if you would like to take a break. When you decide to continue your subscription you simply log back into your account and choose 'Unpause'.
I’ve just signed up for a subscription, when will my first subscription package be shipped?
We have shipments of the subscriptions every 2 weeks. Once you sign up, the system automatically allocates you to the closest shipment week.
We process the payments on the Monday of shipment weeks, and we ship the subscriptions on the Thursday.
I’ve just signed up for the subscription and I already have an invoice.
When a customer signs up for a new subscription, a subscription ‘set up’ invoice is automatically created. There is no payment associated with these set up invoices (they have a value of 0 dkk) and we don’t ship anything with these invoices.
When are payments processed for the subscriptions?
Depending on the frequency of the subscription that you have signed up for, we take payments every 2 or 4 weeks. We process the payments on the Monday of shipment weeks and we ship the subscriptions on the Thursday.
Can I track my subscription?
If you have chosen the free shipping option on your subscription, unfortunately, you will not be able to track the shipment. With this method, we send the subscription packages as regular mail without tracking.
We do offer a tracked shipping option if you would like to track your subscription package but this does involve additional costs to each shipment.
When will I receive my subscription package?
Our estimated delivery times differ depending on the country of delivery.
Europe: 10-14 business days
Rest of world: 2-3 weeks
I haven’t received my subscription package within the estimated delivery time – what should I do?
Please take note of the delivery time to your country. If it has taken more than the estimated delivery time you should contact us or your local post office who will get an update on any delays etc.
Can I choose a specific pick-up-point?
If you have chosen to get your subscription delivered to a pick-up-point, PostNord will automatically choose the Pakkeboks closest to your shipping address. It is not possible to select a specific Pakkeboks.