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FAQs

COFFEE

What is the difference between espresso and filter roast?

We offer both espresso or filter roasts to suit different brew methods; espresso for those brewing with espresso machines and filter for all other brew methods i.e. cafetiere and pour overs. In terms of the difference between them, it’s simply down to the roast profile with often just a little more roast time for espresso.

In full, each of our coffee offerings has different philosophies behind what we want to bring out in the roasting. Some coffees we really want to highlight the deep caramelized sugar notes so we roast to accentuate that. Other coffees we roast to bring out the fruity and acidic qualities, it all depends. Coffee extraction using an espresso machine vs filter brewing methods brings out different characteristics of the coffee. Espresso needs to extract quite quickly so it needs to be roasted to be quite soluble. If it isn’t it may bring out acidic attributes of a coffee sometimes putting it out of balance or out of the intended flavour profile we want to achieve. Now acidity is an important part of the coffee and the thing so many fruity flavours in coffee come from but we want to make sure it’s always delicious. Filter with its longer brewing time doesn’t need to be as soluble. And with that extended time can pull more of the flavours caused by the Maillard reaction sometimes pushing the coffee out of balance into being overly bitter. So for each brew method we need to make sure the roast profile is appropriate. Sometimes that means the same profiles for both methods makes a great cup of coffee both ways sometimes though it means we extend the espresso roast to calm the acidity.

Why is my espresso coffee ground so fine?

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.

What is direct trade?

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. For more information on our sourcing philosophy, please read our Story.

Who roasts my coffee?

Our coffee roasters Geoff Jenkin & Simon Humes who are based at The Roastery in Helston, Cornwall. Geoff has been roasting at Origin for five years and Simon more recently for 6 months. Geoff and Ed work closely with Joshua, our Head of Coffee, in developing roast profiles for each of our coffees.

Where can I drink Origin coffee?

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.

SHIPPING

When will my order be despatched? 

Our coffee is roasted fresh-to-order twice a week on Tuesday and Friday. Any orders placed before midnight on Monday, will be sent out by first-class post on Tuesday. Any orders placed before midnight on Thursday, will be sent out by first-class post on Friday. Orders over 1.5kg will be sent via Fed Ex

Please note that all orders placed after midnight on a Thursday will be roasted and sent out the following day.

When can I expect my order to be delivered?

We send out orders by first-class Royal Mail post, with larger orders being sent with Fed Ex.
UK deliveries should arrive within 1-2 working days of despatch although Royal Mail do not guarantee this unless you opt-for the 'tracked' option. European deliveries should arrive within 3-5 working days from despatch. Deliveries to the Rest of World will be delivered within 5-7 working days from despatch, subject to local customs.

I live internationally, can I order Origin coffee?

As well as the UK we ship to Europe and most International countries. Please see our shipping page here. There may be, however, be times that, due to reasons outside of our control we are unable to honour shipment to certain countries or be held liable for this. If this is the case we will contact you directly to advise of this and the reason.

ONLINE ACCOUNT

I have moved, how can I change my delivery address on your website? 

To amend any contact details on our website, please log-in to your account by clicking the ‘log in’ link at the top right hand side of our website homepage. Then follow the instruction to log-in. 

Once logged in you will be directed to your account page. Simply click the link ‘View & Edit Account Details’. To amend your details, please select ‘Edit’ and then save any changes by clicking ‘Update Account Details’.

SUBSCRIPTIONS

How do I cancel a recurring subscription?

Please contact our Customer Service team on 01326 574337 or using our contact us form here. They will then organise for your subscription to be cancelled. Please note that proof of sending isn't proof of receipt so please ensure you have received a response from our Customer Service team; the opening hours are 09.00-17.00 Monday to Friday.

When will payment come out for recurring subscriptions?

Payments for monthly subscriptions will be taken from your nominated account on 5th of each month. Payments for fortnightly subscriptions will be taken from your nominated account every fortnight from the subscription purchase date.

When will I receive my subscription coffee?

Recurring subscriptions:
Monthly recurring subscriptions will be roasted and despatched on the first Friday of each month.
Fortnightly recurring subscriptions will be roasted and despatched every other Friday, from the purchase date.

Gift Subscriptions

Monthly gift subscriptions will be roasted and despatched on the first Friday of each month for the duration of the subscription purchased. This will commence following the activation of the subscription by the recipient. For example, if the recipient activates the subscription on 15th August the first coffee will be roasted and despatched on the first Friday of September.

Fortnightly gift subscriptions will be roasted and despatched on the first and third Friday of each month for the duration of the subscription purchased. This will commence from the point of activation of the subscription by the recipient. For example, if the recipient activates the subscription on the second week of August their first coffee will be roasted and despatched on the third Friday of August.

I have purchased a gift subscription, how can the recipient activate this?

All of the information needed for the recipient to redeem the subscription will be stated on a card that we will send out to either you or directly to the recipient. Please detail your preference in the ‘Special Instructions for Origin’ at checkout. Alternatively, please feel free to call Customer Service on 01326 574337, who will assist you with any queries on this.

Will I receive a card for gifting?

If you purchase a Gift Subscription we will contact you after ordering the subscription to organise for a card to be sent to you or direct to the recipient on your behalf. The card will give details of the gift and how to activate the subscription. At this point the recipient can let us know whether they'd like their coffees roasted for espresso or filter and as whole beans or ground.

My card details have changed, what do I do?

Please contact our Customer Service team (Monday to Friday 0900 - 1700) on 01326 574337 who will be able to update your payment information for you.

RETURNS

Can I return my order? 

We will accept returns of any equipment or faulty goods. Equipment or merchandise must be returned unused in its original packaging to The Roastery, Wheal Vrose Business Park, Helston, TR13 0FG. Returns must be made within 14 days of purchase at your own cost.

Whilst we want you to be happy with your order, as coffee is a consumable good we will only replace or refund coffee if it is faulty or damaged in any way. This is subject to assessment by our Customer Service team and Head of Coffee, as applicable. Please contact our Customer Service team on 01326 574337 in this instance.

My order is damaged - can you help?

We do our utmost to ensure that goods receive you in perfect conditions, however, in the instance that an order is received damaged please contact our Customer Service team on 01326 574337 who will be able to help.

CONTACT US

Where are you based? 

Our Roastery is based in Helston, Cornwall. We also own and operate coffee shops throughout the UK – please see these here.


How can I contact you?

Please see our Contact Us page.