Frequently asked questions

Help & Support

Check out the most frequently asked questions below, if you still can’t find what you’re looking for, get in touch!

Sometimes, it can be a little difficult to get the very best product, coffee, or ground for your business. It can also be tricky to understand exactly which type of machine you need to make sure your customers are receiving the best possible experience and that your own requirements are being fully met.

If you need some advice or are not quite sure what to order, click the button below to contact us.

Frequently asked questions

Cancel your order for a full refund?

As long as your order hasn’t been dispatched, we can cancel it for you for a full refund.

Please call us on 01223 904 908 as soon as possible. If we are not open, please try again as soon as we are next open to stop the order from being dispatched.

As long as your order hasn’t been dispatched, you can change an item on your order for another item of the same price.

We cannot change anything else on the order once it has been placed. If you would like to change it, you’ll need to call us to cancel your order and then place your order again with the correct details online.

Please call us on 01223 904 908 as soon as possible.

As long as your order hasn’t been dispatched, you can remove an item from your order.

If you qualified from FREE delivery, this may be adjusted if the amount falls below the threshold.

If you would like to remove an item from your order, you’ll need to call us to make sure it’s removed and refunded before it’s dispatched.

Please call us on 01223 904 908 as soon as possible.

As long as your order hasn’t been dispatched, you can change the delivery method on the order.

If you would like to change the delivery method for your order, you’ll need to call us to make sure it’s either, if upgrading; invoiced and paid for or, if downgrading; refunded before it’s dispatched.

Please call us on 01223 904 908 as soon as possible.

We cannot change the delivery address on your order once it has been placed.

If you would like to change it, you’ll need to call us to cancel your order and then place your order again with the correct details online.

To cancel your order, please call us on 01223 904 908 as soon as possible.

What is a backorder?


Out of stock / Available on Backorder

This usually means that the order has been placed on backorder with our suppliers and we are expecting it to be with us as soon as it becomes available.

However, on occasion we may not have a solid lead-time on when we expect it to be with us.

On most occasions we will also add a notice to let you know when we expect it to be available.


Expected: August 21st

When we are provided a lead time from our suppliers, something like this will be displayed on the product page.

It is always a good idea to get in touch before placing an order to get a live-update on the stock levels and backorder timeframes where possible.

We try our best to be as transparent as possible and we will provide as much information as we have on backorders.

When placing a backorder, you will automatically be given priority of stock when we receive it, which means this is on a first-come first-serve basis.

During busy periods, Post-Brexit and the COVID-19 Pandemic, we have had an increase in delays from Non-UK Manufacturers and therefore we request you only to purchase items on backorder if you are happy to wait.


Where possible, we will send out in-stock items straight away, however if you have placed a low-value order which will cost too much to justify separate delivery costs, we may give you the option to:

  1. send all the items together when available,
  2. cancel the backorder; or
  3. split the order into separate orders

Splitting order would mean postage costs may be payable for each delivery.

This is entirely dependant on the specific order, which country it is going to and the lead-time for any out-of-stock items on the order.

You may cancel your backorder at any given time, however, if you cancel a backorder you will lose your priority of stock.

We currently don’t charge any fees for cancelling backorders.

However, we recommend placing backorders ONLY if you are happy with waiting.

Same day dispatch is available on a huge range of our products. All days are working days only. Delivery cut-off time is at 13:00, all orders placed before this time will be dispatched the same day subject to availability. If your order is urgent please contact us before checkout.

We can deliver to the UK, Europe and even internationally!

I haven't received my order, what should I do?

If you haven’t received your order several days after purchase, please see if your order has been dispatched via your account on or your e-mail.

If your order has been fulfilled, it will show the status of the order as “Complete“. This means your order has been dispatched, you should also have received tracking information for your order.

If your order is still “Processing“, we are working on getting this out to you as soon as possible. You may have been contacted about the order, so please do check your email and junk emails, just in case.

If the order has not been dispatched please get in touch and let us know.

If the order has been dispatched and has not arrived after a few days please use the tracking details that you have received via e-mail to contact the courier for an update.

If you have chosen UK Express delivery – your order is usually delivered the next working day (subject to stock availability and only if ordered before 1PM).

If you required something quickly and it is very urgent – please always get in touch first.

If we don’t have the item in stock and the delivery will take longer than expected – we’ll be in touch.

Always get in touch before placing an order for next day delivery – as some things may not be in stock at the time of ordering.

Delivery to Europe usually takes between 2 – 7 working days. Please see our delivery page for more information

If you need to order delivered to any other country in the world – you can checkout online and select “Request a shipping quotation” We’ll be in touch quickly and provide a rapid service which usually delivers across the world within 2-7 working days depending on where you are.

Please view our blog here to learn how to place international orders.

Post-Brexit we have experience some delays with international deliveries which is completely out of our control. We urge customers to treat delivery times as estimations and understand delays may occur.

Both domestic and international delays may occur. We cannot guarantee any service and cannot be liable for delays.

Most deliveries are OK but there are a small percentage which have had delays.

However, we will always do our best and keep customers informed in the unlikely event that orders may be delayed.

How can I pay?

We accept the following methods of payment – just place your order and select what’s best for you at checkout – If you are having problems with making payments please get in touch.

  • Bank Transfer
  • Super Payments
  • Credit/Debit Card
  • Apple Pay
  • Klarna – Pay Later
  • PayPal
If I pay by bank transfer, how long will my order take to be delivered?

Paying by bank transfer will not slow down you order. As long as the payment is made shortly after the order with the correct reference order number – we will make sure the order is dispatched as per normal. If the payment is made afterwards we recommend you send us an e-mail to inform us to avoid any delays in processing your order.

At shopcoffee we are PCI compliant and offer 3DS Secure payments.

All pages are SSL Encrypted and we use the latest technology to ensure your payments are processed as securely as possible.

If for any reason you require an invoice first. You can checkout and choose “Pay by Bank Transfer” – you’ll then receive an email once you’ve placed your order with a pro-forma invoice with further details for payment, you can make a bank transfer payment – ensure you enter the correct amount and order reference so we can process your order quickly and smoothly.

Unfortunately we don’t accept payments over the phone in order to protect you and prevent any fraud. Our online ordering system is quick and easy and will ensure you are paying for your order securely.

At shopcoffee we offer a warranty on machinery as a free or paid addon with your package. Most other products generally come with a standard or extended manufacturer warranty.

How do I know which products have warranty?

All product descriptions are provided by distributors or manufacturers and will usually state if a product has a warranty, however you can also visit the manufacturers website or get in touch to check the warranty that is offered for the products that you have ordered.

We offer carefully tailored warranty options for commercial machines based on what’s best for you – just check out our machines warranty page to learn more.

Head on over to our returns & warranty page when you can fill out a warranty form to get going.

Wehther you’ve bought a machine from us or you’ve already bought a machine elsewhere. We’ve got the whole of the UK covered!

How do I purchase installation for a machine I'm buying from shopcoffee?

Every machine that can be installed will have a installation option on the product page, just select which option you’d like before adding it to your basket.

We only install commercial coffee machines, grinders and other industrial equipment.

Providing we get all the information we need and the setup is ready for installation we can quite confidently have your machine booked in for installation within a few weeks from delivery of your machine/s. This may be quicker if everything is prepared and pre-installation checks are completed and provided quickly.

We do not guarantee to have your installation completed as a fast-service. This is just a guideline. Installation bookings vary, especially in busy periods.

We always aim to have your machine/s installed as quickly as possible.

We cover the whole of the UK with our team of qualified engineers.

Open a trade account with us an experience huge benefits. Learn more below.

We always reward customer loyalty – giving our customers the best rates and experience possible. Apply for a trade account now.

What are the benefits of a trade account?

A few benefits of a trade account include:

  • Discounted rates on products
  • Access to exclusive offers
  • Priority of products
  • Availability to source most products in the industry
  • Samples & up-to-date information on new products.

There are certain requirements to qualify as a trade customer. Apply now by filling in the trade account application form.

You can apply for a trade account by clicking here. Your details will be passed over to our trade account specialist team and we will be in touch shortly afterwards.

As a trade customer on a trade account – you can return items as per our policies, there will be up to 20% restocking fees, please visit our terms & conditions to learn more.

Yes. As a trade customer, you will need to stick with the terms of our trade terms and conditions.

We offer huge discounts on products bought in bulk. Very fast turnaround on deliveries with our trusted pallet delivery partners.

Love Coffee? – Buy a full pallet and save up to 50%!

I'm interested in buying coffee in wholesale quantities - what should I do?

Head on over to our wholesale page and get in touch – we’ll send you over a quotation really quickly.

We can supply multiple pallets of coffee for next day delivery!

Yes you can, we can send you pallets to Europe and worldwide. You can also benefit from huge discounts on wholesale purchases.

Still Need to get in touch?