Retail Frequently Asked Questions
Please see below for answers to common questions from customers
- Coffee & Freshness
- Coffee Equipment
- Orders, Delivery & Shipping
- Subscriptions
- Returns, Refunds & Payments
Coffee & Freshness
Where do you source your coffee from?
We work with a carefully selected network of growers and partners around the world, from smallholder and micro-lot producers to larger, well-established farms, all chosen for their commitment to quality and ethical, sustainable practices, including fair trade principles.
One coffee we're especially proud of right now is our Peru Femenino, grown, harvested, and processed by women-led farming cooperatives. Supporting this initiative means backing greater economic independence for women in coffee-growing communities, while also bringing you an exceptional, distinctive cup.
Traceability and quality guide every sourcing decision we make, so you can feel good about every bag of Coffee Bay coffee, wherever it started its journey.
How is your coffee roasted, and how often?
We roast every day. Our master roasters work with two different types of roaster, a 60 kilo Probat drum roaster and a Neuhaus Neotec fluid bed roaster, which means we can produce both small batch hand roasted coffees and larger batches, depending on what's needed.
This mix of equipment lets us roast espresso blends, single origins suited to espresso, and coffees tailored for other brewing methods like pour-over and cafetiere. Roasting daily also means your coffee reaches you just days after it was roasted, not weeks or months.
How long does coffee stay fresh?
Whole bean coffee stays at its best for 4-6 weeks after roasting when stored properly. Ground coffee loses freshness much faster. Ideally use it within 1-2 weeks of grinding, since grinding exposes much more surface area to air.
For the best cup, we recommend:
- Buying coffee in smaller quantities you'll use within a few weeks
- Storing beans in an airtight container, away from light, heat, and moisture
- Grinding just before brewing rather than buying pre-ground where possible
Coffee doesn't "go off" in the way food does . It's safe to drink well beyond these windows but the flavour and aroma fade noticeably as the natural oils and gases (especially CO2) dissipate over time.
Do you offer decaf? How is it processed?
Yes, we offer two decaf options: our house Decaf blend, and a single-origin Swiss Water Decaf from Peru.
Our house Decaf is one of Coffee Bay's most popular coffees — an all-rounder suited to both espresso and filter, with low acidity and a full body. It's decaffeinated using the Methylene Chloride (MC) process, the most common decaffeination method: the beans are steamed to soften them, then treated with methylene chloride to extract the caffeine, before being steamed again and dried. The high roasting temperatures that follow leave no trace of the solvent behind — it's one of the best decafs on the market.
Our Swiss Water Decaf uses the Swiss Water Process — a 100% chemical-free, organic method. Instead of solvents, it uses Green Coffee Extract to gently draw out caffeine while preserving the flavour compounds, resulting in a decaf that tastes remarkably close to its caffeinated counterpart.
What's the difference between your blends and single origins?
Single origin coffee comes from one specific place: a single farm, region, or country. So you're tasting the unique character of that particular growing environment, from its soil to its altitude and climate. These coffees tend to have distinctive, sometimes bolder or more unusual flavour notes, and they can vary slightly from harvest to harvest.
Blends combine coffees from two or more origins, carefully selected and roasted to complement each other. The goal is a balanced, consistent flavour profile, often smoother and rounder, cup after cup, since any natural variation in one coffee is balanced out by the others.
Neither is "better," it really comes down to what you're after. If you love exploring distinct, ever changing flavours, single origins are for you. If you want a dependable, well rounded cup you can count on every time, a blend is the way to go.
Can you recommend a coffee based on how I usually drink it?
Absolutely. The way you take your coffee makes a real difference to which beans will suit you best.
If you drink your coffee black, look for coffees with naturally balanced acidity and a clean finish, our single origins are a great place to start, since their distinct character really shines through.
If you usually add milk, a coffee with a fuller body and lower acidity works best, since it holds its own against the milk rather than getting lost. Many of our blends are designed with exactly this in mind.
If you like it sweet, choose a coffee with natural notes of caramel, chocolate, or nuttiness, these flavours pair beautifully with a touch of sugar or syrup without needing much added at all.
If you're not sure where to start, get in touch or visit us in store, our team is always happy to talk through your preferences and point you toward a coffee you'll love.
What grind size should I choose for my brewing method?
Grind size has a big impact on how your coffee tastes, so it's worth matching it to your brewing method.
Extra coarse, similar to peppercorns, is best for cold brew, where the coffee steeps for many hours.
Coarse, similar to sea salt, suits a French press or percolator, where the grounds sit in contact with water for several minutes.
Medium coarse, similar to coarse sand, works well for the Chemex or Clever Dripper.
Medium, similar to regular sand, is ideal for drip coffee makers and siphon brewers.
Medium fine, similar to fine sand, is a good match for pour over methods like the V60 or Kalita Wave.
Fine, similar to table salt, is right for the AeroPress and moka pot.
Extra fine, similar to flour, is needed for espresso machines, where water passes through the grounds in seconds under pressure.
If you're ever unsure, our team can grind your beans to order in store, just let us know how you'll be brewing.
How should I store my coffee to keep it fresh?
The biggest enemies of fresh coffee are air, light, heat, and moisture, so the goal is to protect your beans from all four.
Store your coffee in an airtight container, away from direct sunlight, and somewhere cool and dry, ideally not near your oven, kettle, or a sunny windowsill.
We stock the Airscape coffee canister, which is designed specifically for this. It uses an inner lid that presses down to push excess air out as you seal it, so your beans stay fresher for longer with far less oxygen exposure than a standard container or the original bag.
Avoid the fridge or freezer for everyday storage, moisture and odours can seep in every time you open the container, which does more harm than good. If you do want to freeze coffee for long term storage, divide it into small, airtight portions first so you only defrost what you need.
Buying smaller amounts more often, and keeping it properly sealed in between, is the simplest way to make sure every cup tastes as good as the first.
How long does a bag of coffee stay fresh once opened?
Once opened, whole bean coffee is best used within two to four weeks for the fullest flavour. Ground coffee has much more surface area exposed to air, so it's best used within one to two weeks of opening.
Coffee won't go off in the way food does, so it's perfectly safe to drink beyond this window, but the flavour and aroma will gradually fade as the natural oils and gases escape.
To make an opened bag last as long as possible, reseal it tightly after every use, or better still, transfer it to an airtight container like our Airscape canister. Buying smaller bags more often, so you finish one before it's had time to fade, is the simplest way to always enjoy your coffee at its best.
Is your packaging recyclable or compostable?
Our coffee bags are made from LDPE4 (Low Density Polyethylene), a recyclable plastic. However, it's not currently accepted in most UK kerbside recycling collections.
Instead, LDPE can be recycled through the soft plastics and flexible packaging points found at many large supermarkets, the same drop off points used for bread bags and cling film. Simply save up your empty coffee bags and drop them off next time you're doing your shopping.
We're continually reviewing our packaging to find more sustainable options, and welcome any feedback you have.
Do you offer wholesale or trade pricing for cafés and offices?
Yes, we offer trade pricing for cafés, offices, and other businesses looking to serve our coffee. Whether you need regular deliveries for your café or a reliable supply for your office kitchen, we're happy to discuss a plan that suits your volume and needs.
To find out more or set up a trade account, please get in touch with our team at hello@coffeebay.co.uk, and we'll talk you through pricing, minimum order quantities, and delivery options.
Coffee Equipment
How do I choose the right espresso machine for home use?
Choosing an espresso machine comes down to a few key things: how much you're willing to spend, how often you'll use it, and how much control you want over the process.
Our range starts from around £1,500 and goes up to £4,000 to £5,000, with the main differences coming down to boiler type, pressure stability, and build quality, rather than one machine simply making "better" coffee than another.
Boiler type affects how the machine handles multiple drinks in a row. Entry level machines in our range typically use a single boiler, which is perfect if you're mostly making one or two coffees at a time. As you move up, machines feature dual boilers or heat exchangers, which keep water at the right brewing and steaming temperature simultaneously, ideal if you're making several drinks back to back, or often steam milk right after pulling a shot.
Pressure stability becomes more important the more particular you are about consistency. Higher end machines maintain steadier pressure throughout the shot, which means a more repeatable, refined cup every time, something worth paying for if you brew daily and care about fine tuning your results.
So in short: if you make coffee occasionally or for one or two people, our entry level machines will serve you very well. If you're making multiple drinks daily, entertaining often, or want café level consistency at home, it's worth considering one of our higher spec models.
If you're not sure where you fall, get in touch, we're happy to talk through how you actually drink coffee day to day and point you to the right machine.
Do your machines and grinders come with a UK warranty?
Yes, all our machines and grinders come with a UK warranty. The length varies by model.
As an authorised dealer and service provider with our own in house engineering team, we're able to offer our own warranty and support, rather than relying on a third party. Please call us to speak with a team member, who can talk you through the warranty length and cover for your specific machine.
What does the warranty cover, and for how long?
This section is currently under construction - the information will be available very shortly. Thank you for your patience.
Do you offer servicing or repairs for machines bought elsewhere?
This section is currently under construction - the information will be available very shortly. Thank you for your patience.
Can I get help installing or setting up my machine?
This section is currently under construction - the information will be available very shortly. Thank you for your patience.
Do you offer international shipping for equipment, and does the warranty still apply?
This section is currently under construction - the information will be available very shortly. Thank you for your patience.
Are your machines and grinders compatible with UK voltage/plugs?
This section is currently under construction - the information will be available very shortly. Thank you for your patience.
What accessories do I need to get started (tamper, scale, milk jug, etc.)?
This section is currently under construction - the information will be available very shortly. Thank you for your patience.
Can I try or see equipment in person before buying?
This section is currently under construction - the information will be available very shortly. Thank you for your patience.
Do you offer finance or payment plans for higher-value equipment?
This section is currently under construction - the information will be available very shortly. Thank you for your patience.
Are the bundles better value than buying items separately?
This section is currently under construction - the information will be available very shortly. Thank you for your patience.
Orders, Delivery & Shipping
How long does delivery take?
Standard delivery typically takes 2 to 3 working days from dispatch.
Delivery costs £4.29, but it's free on orders of £25 or over, and always free for subscription customers.
You'll receive a confirmation email with tracking as soon as your order is on its way, so you can follow its progress.
Do you ship internationally?
At the moment, we don't offer international delivery. We currently only ship within the UK.
We're always looking to expand where we can, so please check back in the future, or get in touch to be notified if this changes.
How much does shipping cost?
Standard shipping costs £4.29.
It's free on orders of £25 or over, and always free for subscription customers.
Can I track my order?
Yes. Once your order has been dispatched, you'll receive a confirmation email with a tracking link, so you can follow your delivery every step of the way.
If you can't find this email, please check your spam or junk folder first, and get in touch with our team if you still can't locate it.
Do you offer free shipping over a certain order value?
Yes. Orders of £25 or over qualify for free shipping. Subscription customers also always receive free shipping, regardless of order value.
Can I collect my order in-store instead of having it delivered?
Yes. You can choose in store collection at checkout, and your order will be ready for you to pick up from our shop at 274 Ewell Road, Surbiton KT6 7AG.
What happens if my order arrives damaged or faulty?
If your order arrives damaged, please let us know as soon as possible, ideally within 14 days, by email, phone, or our contact form, so we can sort it out quickly.
Please send us a photo of the issue to begin with. Once we've reviewed this, we'll let you know if a return is needed. If the item is confirmed to be damaged or faulty, we'll offer a refund or replacement in line with your consumer rights, refunds are processed once the item has been returned to us where applicable.
Our team will guide you through each step, so you're never left wondering what happens next.
Can I change or cancel my order after placing it?
If you need to change or cancel your order, please contact us as soon as possible. We'll do our best to amend or cancel it before it's dispatched, but once your order has left our warehouse, we're unable to intercept it.
If your order has already been dispatched, you can still cancel under your legal right to change your mind. You have 14 days from receiving your order to let us know you'd like to cancel, and a further 14 days to return the item to us. Once we've received it back, we'll process your refund within 14 days.
My tracking says delivered but I haven't received it. what do I do?
First, please check any likely safe places, such as your porch, a side door, or with a neighbour, and take a look at the tracking details, as couriers sometimes note exactly where the parcel was left.
If you still can't locate it, please get in touch with us within 14 days, and we'll investigate with our courier. This usually takes 5 to 7 working days. Once confirmed, we'll arrange a refund or replacement, whichever you'd prefer.
Subscriptions
How does the coffee subscription work?
You choose your own coffee, then select how often you'd like it delivered, weekly, fortnightly, or every four weeks, whichever suits how much you drink.
As a subscriber, you'll get 30% off your first order, then 10% off every order after that, with free delivery every time.
You're always in control, so you can change your coffee, adjust your delivery frequency, pause, skip a delivery, or cancel at any time, with no minimum commitment.
Can I choose which coffee I receive, or is it selected for me?
You're always in full control, you choose exactly which coffee you receive, and you can switch to a different coffee whenever you like.
If you're not sure where to start, our subscription page makes it easy and fun to explore. It describes three different types of coffee drinkers, so you can find the one that sounds like you, then choose from a selection of coffees suited to that type.
Can I change my delivery frequency?
Yes, of course. You can switch between weekly, fortnightly, or every four weeks at any time, whatever suits how much coffee you get through.
How do I pause or cancel my subscription?
It's quick and easy, simply log into your account, where you can pause or cancel your subscription in just a couple of clicks, no strings attached, no need to contact us, and no cancellation fees.
Can I skip a delivery without cancelling?
Yes. From your account, you can skip your next delivery, or any upcoming one, without cancelling your subscription. Your subscription simply picks back up on your usual schedule afterwards, no need to set it up again.
You're always in control, so alongside skipping, you can also pause, change your coffee, or adjust your delivery frequency, all from the same easy to use account page.
Can I change my grind size or switch between beans, ground, or pods?
Yes, of course. You can change your grind size or switch between whole beans and ground coffee at any time to suit how you brew.
Please note, we don't currently offer coffee pods.
What if I don't like a coffee I receive?
As coffee is a food product, we're unable to accept returns once a bag has been opened, for hygiene and food safety reasons.
That said, we'd love to hear how you found it. Get in touch and let us know what you didn't enjoy, whether it was too bitter, too acidic, or just not your usual style, and we'll help guide you toward a coffee that's a better fit for your taste. Discovering the right coffee for you is all part of the fun of the subscription.
Can I subscribe to more than just coffee (e.g. equipment consumables, filters)?
Yes! While coffee subscriptions are our most popular option, we're happy to set up a subscription for consumables too, things like filters, descaler, or other equipment essentials you use regularly.
We're also currently developing a domestic espresso machine leasing service. If that's something you'd be interested in, do let us know, your interest helps us shape the offering.
For anything beyond our standard subscriptions, get in touch and we can talk through what you need. If there's enough regular volume involved, we're happy to work out a bespoke subscription arrangement.
Is there a minimum commitment or contract?
No, there's no minimum commitment or contract. You're free to subscribe, pause, or cancel your subscription at any time.
How do I update my payment or delivery details?
You can update both yourself, anytime, by logging into your account on our website and going to "Manage Subscriptions." From there you can update your delivery address, change your payment card, or adjust your order.
If you haven't created an account yet, use the same email address you subscribed with, the link to set one up is in your subscription confirmation email.
Can I gift a subscription to someone else?
Yes, there are two easy ways to do this.
The simplest option is to set up the subscription yourself and just pop their delivery address in instead of your own. That way the coffee (or tea, or whatever they're after) turns up at their door, while you stay in control of the subscription and can pause, change, or cancel it whenever you like.
Alternatively, you can buy one of our gift cards, so they can choose and set up their own subscription exactly how they want it.
Either way works well, we'd just recommend the first option if you want it to feel like an ongoing gift rather than a one off.
Returns, Refunds & Payments
What's your returns policy?
You have 15 days from delivery to return any non-food items for a refund, exchange, or store credit, they just need to be unused and in their original packaging.
Due to hygiene and food safety reasons, we're not able to accept returns on food related products like coffee and tea once they've been delivered, unless the item arrives faulty, damaged, or not as described, in which case just get in touch and we'll sort a replacement or refund straight away.
This doesn't affect your statutory rights under UK consumer law.
If you're returning something because you've changed your mind, yes, return postage is at your own cost. If the item arrived faulty, damaged, or not what you ordered, we'll cover the postage and sort a replacement or refund straight away.
This section is currently under construction - the information will be available very shortly. Thank you for your patience.
How long does a refund take once you receive my return?
Once we've received and checked your return, we aim to process your refund within 5 working days. It'll then take a few extra days to appear back in your account, depending on your bank or card provider.
Can I exchange an item instead of getting a refund?
Yes, absolutely. Within the same 15 day window, you can request an exchange instead of a refund, just let us know when you get in touch about your return, and we'll sort it out for you.
Is there a restocking fee for opened or used equipment?
This section is currently under construction - the information will be available very shortly. Thank you for your patience.
What payment methods do you accept?
We accept all major credit and debit cards, including Visa, Mastercard, and American Express, as well as Shop Pay for a quicker checkout.
Do you offer gift cards or vouchers?
Yes, we do! Our gift cards are available to purchase directly on the website, perfect if you'd like to treat someone to Coffee Bay but aren't sure what they'd choose themselves.
Is my payment information secure?
Yes, completely. All payments are processed securely through Shopify, which is fully PCI DSS compliant, the industry standard for handling card payments online. We never see or store your full card details ourselves, they're encrypted and handled directly by our payment processor.
Who do I contact if there's a problem with my order or payment?
Get in touch with us at hello@coffeebay.co.uk and we'll sort it out as quickly as we can. Please have your order number ready, it helps us find your order and get things resolved faster.
Still have questions? We're happy to help! Please email us at hello@coffeebay.co.uk and we will get back to you within 24 hours.
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