FAQ's

- You can download the app through this link - here

-  Create an account through our website. You can do that – here 

- Simply login with your existing email

- To log into the app, you must have created an account through origincoffee.co.uk. 

- You may have previously placed an order online, but checked out as a guest. You will need to create a new account.  

- Already have an active account? Simply download the app and login with your current details.  

- You can reset your password – here 

- If you have an account registered with this email address, you’ll receive a password reset within 2 minutes.  

- If you don’t receive the reset invite, there is no account registered to that email. Simply create a new account and you’ll be able to login to the app.  

- Through the app, you’ll now be able to earn reward points for every purchase you make online and in-store.  

- You’ll also be able to shop our entire online range, manage your subscription, stay up-to date with the latest Origin news, and redeem loyalty rewards. 

- Yes. This update will replace the previous stamp collecting system currently in place. In-store customers will be asked to scan a unique QR code connected to their account on each transaction in-store. Once you have enough points, you’ll be able to claim a free in-store coffee

- You’ll earn points for every £1 that you spend. If you start a subscription with us, we’ll upgrade your tier, and you’ll receive more points per purchase – you’ll also get access to exclusive perks and rewards too. 

• The Loop: 10 points per £1 spent 
• The Core (subscriber): 15 points per £1 spent 

- There are two types of rewards; online and in-store

- Online rewards can be seen - here

- In-store rewards is currently a free hot drink

- This displays your exclusive membership QR code, point balance, coffee dial and tier status. 

- Simply scan this everytime you make a purchase in-store, and we'll automatically add points to your account. Save it in your wallet for quick access.

- We’ll give you points for every purchase you make in-store. Just scan your QR with the barista each time.

- Points are automatically added to your account for all online purchases.

1. Check your wallet page.  

• The coffee dial will grow with each transaction you make, displaying how many free coffees you have available.  
• You'll need 360 points to claim a free in-store coffee. 

2. Order your drink with the barista.  

• They will ask you to show your point balance and scan your QR code. 

3. Enjoy 

• The barista will pour your drink and your point balance will be automatically reduced. 

- You'll need 360 points to claim a free in-store coffee.

- Yes. Simply ask the barista to print/email your receipt and send a screenshot of that to our Customer Service team on info@origincoffee.co.uk and we’ll retrospectively add your points. 

- Bank account screenshots will not be accepted. 

- Your wallet point balance can take up-to 5 minutes to update. 

- Visit the rewards page, select your reward, copy the code and use it in the discount field when checking out.

- Head to the account section and tap on the Manage Subscriptions tab. Here you’ll be able to pause, skip or modify any active subscriptions. 

- We operate a next day despatch (excluding weekends)

- As standard, all UK orders are sent by Royal Mail Tracked 48 which means that orders generally take 2 days to arrive from the point it’s despatched from our Roastery

- For a fee, you can upgrade to Royal Mail Tracked 24 or Parcelforce which offer next day delivery. Please note this is from point of despatch, not from point of purchase. If you’re short on time (or coffee) we would always recommend ordering ahead

- While our delivery service is reliable, we cannot guarantee it due to potential external delays through our couriers in Royal Mail or DPD . This is extremely rare however and we'll contact you if we're aware of any delays to your order.

- Order before 23.59 and get your coffee roasted and despatched the next day (excluding weekends and Bank Holidays). Any orders after midnight will be despatched the next day. Any orders placed after 23.59 on Thursday, will be despatched on Monday.

- View our order cut-off time - here

- We provide free Royal Mail Tracked 48 delivery on all UK orders with a basket value of £25 (under 2kg).

- Orders over 2kg will be sent via DPD free of charge.

- View our shipping fees - here

- You can find your tracking number in your shipping confirmation email. This will link you directly to the courier’s website where you can get an update on the status of your order

- Order Tracking number and history is also found in your account page which you can log into - here.

- All 1 x 250g orders are sent in a letterbox-friendly parcel, adhering to Royal Mail's Large Letter size constraints, with a maximum height of 25mm.

- All 2 x 250g bags of coffee will be despatched in a letterbox friendly parcel and should fit through most UK letterboxes. Based on a max height of 40mm.

- Mixed orders, are sent as a Royal Mail small parcel which will arrive in a larger box and will not fit through your letterbox.

- If you place an order that doesn’t classify as letterbox friendly (see above) and nobody will be in to receive the order, please include delivery instructions or a nominated safeplace in your order notes when checking out. We will add this to you order when processing the shipping.

- If the courier attempts delivery and nobody is in with no safeplace given, they will leave a card with instructions on where to collect your parcel. Usually at your closest local depot.

- Yes. All our international orders are sent via Royal Mail and must be under 1.75kg in weight.

- To see if we deliver to your country, just enter your shipping details on the checkout page.

- If you have any issues with this, please contact our Customer Service team on info@origincoffee.co.uk

- If you click your shipping confirmation email or number in your account page, it will take you directly to the courier’s website.

- Alternatively, you can go direct here - Royal Mail Tracking

- This may because you checked out as a ‘guest’ when placing your order. You’ll need to register for an account which you can do – here

- You may have forgotten your password. If this is the case, you can reset your password – here

- If you are still having issues, please contact our Customer Service team on info@origincoffee.co.uk

- Simply just head to the password reset page – here

- This will send a reset to the original email address that was registered

- If you don’t receive a password reset email, it’s likely that you don’t have an account set up yet and may have checked out as a guest previously.

- Simply create an account to get started.

- If you have received the wrong grind size, please contact our Customer Service team on info@origincoffee.co.uk and we’ll resolve this issue for you

- If you have an error with your order please contact our Customer Service team on info@origincoffee.co.uk and we’ll resolve this issue for you

- Always call ahead. Orders are processed and sent to the Roastery around 9:00 and 13:00 each day. If you have selected the wrong delivery address or want to change anything on your order, we would advise calling and speaking to our Customer Service team on 01326 574337 as soon as possible.

- Our subscriptions are easy. To get started, simply choose a coffee subscription that suits your tastes. Next, decide how frequently you want to receive the coffee (every week, fortnight or month) and then your preferred grind size. We would always recommend whole beans for freshness but can provide ground coffee too.

- While we recommend certain brewing methods for certain coffees, our range is roasted to taste great however you like to prepare it - from espresso to cafetiere.

- No stress. No hassle. Just great coffee.

- This depends on how many cups of coffee you drink per day and how many coffee drinkers are in your household. Then there are extra considerations like dose size and dialling in that need to be factored in too. On average we would recommend the following based on 15g (filter) and 18g (espresso) dose size:

- 1 x 250g bag = 13-16 cups.

- 2 x 250g bag = 26-32 cups.

- 3 x 250g bag = 39-48 cups.

- 1 x 1kg bag = 52-64 cups.

• All subscriptions are despatched next day if ordered before 23.59 (excluding weekends)

• All subscriptions are shipped by Royal Mail Tracked 48 delivery which usually takes around 2-3 days.

- Our subscriptions are limited to UK shores only, we hope to release more European countries in the future.

- To manage your subscription, you’ll first need to create an account with us -even if you’ve ordered with us before – as accounts aren’t automatically generated.

- To create an account, simply head to the page below and complete your profile > https://www.origincoffee.co.uk/account/login

- Once your account is setup, you’ll then be able to login and manage your subscription by clicking on the ‘Manage Subscriptions’ tab, which can be found on the righthand side. Now you’ll have access to the customer portal.

- You will be charged at the set frequency of your subscription

- If your order has already been placed and you have received an order confirmation, changing the frequency or rescheduling the date of your next order will not apply to your latest order. To delay an order that has already been placed, you will need to contact customer service as soon as possible who will od their best to assist.

- You will get 3 emails each time your subscription is about to be charged.

- The first email will arrive 3 days before your subscription is set to charge. This will notify you of the upcoming payment and give you the opportunity to skip or delay the upcoming subscription if you have too much coffee.

- The second email is your order confirmation, to confirm we are processing your order.

- The third email is your shipping confirmation, which will include details on how to track your order.

- Login to your account and navigate to the ‘billing information’ tab. Here you can change your payment card details.

- To change your subscription address, log into your account. Under Account Details, you will find the tab 'Manage My Subscriptions'.

- Select the 'Address & payment details' tab to update the subscription address.

- Please note that changing the address under Account Details when initially logging into your account, will update your account address only and not the shipping address on your subscription.

- Yes. Simply log into your customer portal and choose a date or frequency that suits you.

- Yes. Simply log into your customer portal and choose a new subscription from the coffee products available.

- Yes. If you find yourself with a cupboard full of coffee, or you’re going to be away from home, you can skip one or several subscriptions send dates to suit your needs—just log in to your account.

- Click on your subscription in the ‘upcoming orders’ tab. From here you’ll be able to update your next order date, skip an order, or change any specific details or your current subscription. This includes order frequency, quantity, and grind size.

- This can be done anytime, no strings attached.

- Just head to your customer account or call our Customer Service team on 01326 574337.

- We'll ask you to complete an exit survey when cancelling so we can learn more about your experience, providing insight on how we can improve our subscription offering.

- You will receive an email confirmation once your subscription has been cancelled.

1. Choose your preferred frequency and the duration of the gift subscription - https://www.origincoffee.co.uk/products/gift-coffee-subscription

2. We will organise a gift card to be sent to the shipping address on the order.

3. If you want the card sent directly to your recipient, enter their details as the shipping address when checking out. We can also add a gift note, if required.

4. Once received, the card will give detail on how to redeem the gift subscription

- All information on how to activate the subscription is included in a gift card that is sent to the shipping address on the order.

- To redeem, you should simply scan the QR code or visit the website URL and select the prepaid subscription that is written on the card.

- Next, just select your preferred grind size before entering your unique code on the checkout page.

- You're then required to activate your subscription with a card but no money will be taken, this is a requirement by the subscription vendor.

- Gift subscribers will receive the same coffee as our weekly feature subscription, which changes every week.

- We will try not to send the same coffee in a month, however there could be times when supply will mean we'll repeat coffees.

- This is a 250g bag.

- No. Our current process works with one feature coffee being allocated for each week. This means that if you order more than one unit of feature coffee, you'll get the same product.

- There may be times over the year where due to supply chain issues, you may receive the same coffee. This is never the norm.

- While we recommend certain brewing methods for certain coffees, our portfolio is roasted to taste great however you like to prepare it.

- For espresso we would recommend starting with either Resolute or Stronghold, two of most approachable blends.

- While we recommend certain brewing methods for certain coffees, our portfolio is roasted to taste great however you like to prepare it.

- For filer we would recommend starting with anything from our single origin range.

- Take our quiz to find our what coffee your most suited to.

- As all equipment varies we’ve created a grind size which we have found is most effective across the board in creating a perfect brew. If you find that the grind size isn't working for you please contact our Customer Service team on 01326 574337 who will be able to organise an alternative grind for you. Ideally we’d also always recommend people grind at home as you can then adjust grind size to suit your machine and ensure maximum freshness. We appreciate that this isn’t always possible though.

- Shop our range of home grinders - here

- Getting the correct grind size for your coffee depends on what brewing device you’re using. As we mention above, we’d always recommend buying coffee in whole beans and grinding fresh at home to get the maximum flavour for your brew. We’ve also written a handy grind size guide which should help answer any questions you may have. Read - here

- Our approach to coffee sourcing is, wherever feasible, through Direct Trade, which is really key within the speciality coffee market. This means that not only are the farmers we work with paid fairly/fairly traded with but that we develop long term relationships with them to ensure environmental and social sustainability. Head to our Direct Trade page for more information - read now

- Our coffee roasters Amadeusz Wanat and Callum O’Brien are based at The Roastery in Porthleven, Cornwall. The entire team works closely with Freda, our Head of Coffee, in developing roast profiles for each of our coffees.

- Origin is brewed in speciality coffee shops, boutique hotels and restaurants throughout the UK. Please contact our Customer Service team on 01326 574337 for those in your local area.

- We follow a sourcing practice called Direct Trade, not Fairtrade. When it comes to growing coffee, we trust it’s our producers who know how to do it best. Although Fairtrade has done so much for the coffee industry, it does come with certain restrictions which impacts how coffee producers work. We trust that the people we work with to ensure the quality and sustainability.

- That trust is built on a foundation of visiting producers every year to talk about how the coffee is farmed, how the waste products are handled, what happens to after using as well as a myriad of other questions that we always have in our hopes to learn as much about what makes the best coffee so great.

- Ideally, coffee should be stored in an airtight container, kept at room temperature and out of direct sunlight if possible. As these factors may contribute to the loss of freshness and deterioration of the coffee beans.

- Shop our range of Airscape containers - here

- When it comes to brewing your freshly roasted bag of coffee, you should first let it rest, giving it time to allow the flavours to open up. We'd recommend resting your coffee for between 5 and 14 days from the roast date you'll find stamped on the bag. Brewing is a personal ritual: enjoy exploring and find a resting time that works for you.

- Read our blog on resting coffee - here

- When stored correctly and most importantly kept dry, coffee doesn’t go off. That being said, over time coffee loses its flavour characteristics. We recommend drinking your coffee between a week and a month, for optimal taste and maximum 3 months after roast date.

- All of our coffee bags are fully recyclable.  

- You can recycle them at soft plastics collection points, or arrange collections through commercial waste handlers like First Mile. 

- Read more on the materials we use and why - here. 

- Our pods are compatible with all Nespresso machines. However, this excludes Nespresso Vertuo devices.

- You’ll receive an email which includes a voucher of the balance you have purchased, either £10, £20 or £50.

- You can either print this email or forward it directly onto the recipient.

- The voucher will contain a code which users will be able to include at checkout to receive discount off their order.

- The voucher can only be redeemed on origincoffee.co.uk and cannot be used on subscriptions.
- Valid for 12 months only
- You can check your balance by contacting our Customer Service team on info@origincoffee.co.uk