Delivery & Returns
Last updated: 1st August 2025
UK delivery
Standard delivery options
- Royal Mail 48 Hour Service: £2.95 per order (UK mainland)
- FREE delivery: On all orders over £25 (before delivery charges) or over 2kg in weight
- DPD express delivery: Available as an upgrade option at checkout
- Local collection: Pick up your order from our roastery or coffee house
Roastery address: Unit C11, Bumpers Way, Chippenham SN14 6LH, United Kingdom
Coffee house address: 20 Borough Parade, Chippenham SN15 3WL, United Kingdom
Processing times
We aim to dispatch all orders within 1 working day of receiving them. During busy periods (such as Christmas or promotional activities), this may extend slightly, but we'll always keep you informed of any delays.
Letterbox friendly packaging
Orders of 2 x 200g coffee bags or smaller are sent in specially designed letterbox-friendly packaging to ensure convenient delivery. Please note that older properties may have smaller letterboxes that cannot accommodate our packaging - in these cases, your postman will leave a collection card if you are not in.
International delivery
We're delighted to ship worldwide! International orders require a valid postcode/zipcode for accurate shipping calculations.
International shipping rates
- Europe & Rest of World: £12.95 (up to 2kg)
- For orders over 2kg or requiring different shipping methods, please contact us for a quote.
Please note: International customers are responsible for any customs duties, taxes, or import fees that may apply in their country. Some countries may restrict or prohibit the import of coffee products.
Returns & refunds
Your consumer rights
As a UK or EU consumer, you have the right to cancel your order within 14 days of receipt for a full refund, provided items are returned in their original condition and packaging at your own cost.
Important exception: Due to food safety and hygiene regulations, coffee cannot be returned once opened. This does not affect your statutory rights if the product is faulty.
How to return items
- Contact us within 14 days of receiving your order
- Email us at hello@coffeegems.co.uk or call 01249 263437
- Return items in original condition and packaging
- You're responsible for return postage costs (except for faulty items)
Refund process
- Refunds are processed within 14 days of receiving your returned items
- We'll refund using your original payment method
- For faulty items, we'll also refund your original delivery costs and return postage
Faulty or damaged items
If you receive a faulty or damaged item:
- Contact us immediately
- We'll arrange collection at no cost to you
- A full refund including all delivery costs will be provided
Customer service
Telephone: 01249 263437, customer service hours of Monday to Friday, 9:00 to 17:00
Email: hello@coffeegems.co.uk
Important information
Age restriction
There is no minimum age requirement to purchase from our website.
Order confirmation process
- You'll receive an Order Acknowledgment when we receive your order and payment
- We'll send a Dispatch Confirmation when your order is shipped
- Your contract with us is only formed when we send the Dispatch Confirmation
Product availability
All orders are subject to stock availability. If an item becomes unavailable after you've ordered, we'll contact you immediately to arrange a refund or substitute.
Delivery address
Please ensure your delivery address is accurate - we cannot be responsible for orders sent to incorrect addresses. We don't verify addresses provided at checkout.
These delivery and returns terms form part of our full Terms & Conditions. Your statutory consumer rights are not affected by these terms.
Coffee Gems Ltd
Unit C11, Bumpers Way
Bumpers Farm Industrial Estate
Chippenham, Wiltshire SN14 6LH
Company Registration: 11101965
VAT Registration: 290273111