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FAQs

No, you can place your order as a guest.

Simply click the "Sign in" link at the top of any page and then choose register in the option “I am a new user”. You'll be directed to a registration page where you'll enter your information and choose a password.
You must keep your email and password confidential as they allow access to your account. To continue setting up an account you will need to enter your personal details, billing address (which must correspond with your payment card address) and delivery address;
You also have the option to check out as a guest.

We ship in UK, Europe, Asia, Africa and Australia.

Unfortunately, we do not offer this option. You can call us at +44 20 7836 3007 and we will do our best to help you placing the order online.

There is only a very short time after your order is placed when changes may be possible. Please sing in your account and check your order status. If the shipment has not be dispatched you are able to cancel it. We’re usually very quick at picking and packing your orders, so please try to make sure you’ve got everything you need before you check out.
We will process any refund due to you as soon as possible and, in any case within fourteen (14) days after the day Coffee Island confirms via e-mail that you are entitled to a refund for canceled order. The refund will be made to the same payment method originally used by you to make the payment (unless you have expressly agreed otherwise).

We’d love to hear from you! Please feel free to call us on +44 20 7836 3007 or contact us by email at customers@coffeeisland.co.uk

Unfortunately, we do not offer this option. You will need to place separate orders if you wish to ship items using multiple shipping methods.

If you've forgotten your Password, click "I forgot my password". Once you have clicked on it, You’ll need to provide your email address in order to receive a unique link to reset your password.

To update your registered account information at any time, sign in to your account. Once you have signed in, you can access your account information and click on save.

Unfortunately no. The email address is unique and it is the ID for your account. You have the option to create a new account, if you lose your email address.

Please feel free to contact us by customers@coffeeisland.co.uk We’d love to hear from you!

There is a free UK Ground Shipping for Orders over 50 £.

A. UK Costumers

Once you have found the desired product, you can add it to your shopping basket without obligation by clicking the button [Add to basket]. You can view the content of the shopping cart at any time by clicking the button [Basket] in the top right corner of the page. You can remove products from the cart by clicking on the button [Delete] at any moment. In order to purchase the products in your shopping cart, click on the button [Checkout]. Clicking the button [Next] will lead to the ordering page. Review all your ordering information once more making sure all specifications fit your requirements. You will then proceed to the secure payment page where you may select the payment type and complete your order. Clicking the button [Purchase] will confirm your Order and complete the ordering process. This process can be aborted at any time by closing the browser window.

When you place an order (“Order”) through our Website, an email thanking you for your Order and confirming your Order has been received (the "Confirmation Email") will be sent to you by us. Once your Order has been accepted, this represents an agreement between you and us. You can also sign in to your account and to check the status of your order online.

In case the product ordered is not available, because we have not been supplied with the product by our distributor without our personal negligence, we may withdraw from the contract. In this case, we will notify you immediately and suggest the delivery of a comparable product, if applicable. Should no similar product be available or should you not wish to receive a similar product, then you will be reimbursed for any payments already made. . To order quantities greater than the available units per item, please contact us to assist you with your order;

The price of any Product will be listed on our Website. Prices are quoted in GB Pounds (£) . Prices are liable to change at any time, but changes will not affect orders in respect of which you have been presented with the Confirmation Email.
Unless otherwise indicated, prices stated on our Website are inclusive of any applicable Value Added Tax or other sales tax. The breakdown of any applicable VAT (Value Added Tax) at the prevailing rate in the UK will be charged where applicable. A breakdown of any VAT charged will be shown on the paper VAT invoice.

It is always possible that, despite our best efforts, some of the Products or delivery costs may be incorrectly priced. We will normally check prices as part of our dispatch procedures so that, where the Products’ correct price or the delivery cost is less than our stated price, we will charge the lower amount when dispatching the Products to you. If the pricing error is obvious and unmistakable and could have reasonably been recognised by you as a mispricing, we do not have to provide the Products or send them to you at the incorrect (lower) price. If the Product’s correct price or the delivery cost is higher than the price stated in our Website or in these Terms, we will contact you as soon as possible to tell you about the error and we will give you the option of continuing to purchase the Products at the correct price or amending your delivery specification (where the mispricing relates to delivery charges), or cancelling your Order. We will not process your Order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the Order as cancelled and notify you in writing. We will refund you the full amount paid by you as soon as is reasonable if you have already made a payment to us.

You may pay by MasterCard, VISA, VISA Debit, VISA Electron and Maestro. Please ensure if you are using a credit card that you provide the card holder's name as it is shown on the card, and the billing address corresponds as it appears on the card statement. Payment will be taken in GB pounds (£), and if applicable, your card will be charged according to the exchange rate at that time.

We believe in your loyalty and we want to constantly offer you the best we can! Its mutual respect. Every pound equates to 1 Loyalty Flower. The point is to reach the maximum 60 points (excluding delivery charge. By doing so, you will receive in the Confirmation Email a free £5.00 promotional voucher code to spend on the subsequent purchase made online.

Our deliveries are made by third party carriers. If you want to avoid any charges that would apply if we did deliver, you can collect your Order in the Store (Orion House , 5 Upper St Martin's Ln, London WC2H 9NY, UK). Please note we are currently unable to deliver to PO Boxes.
There is a free UK Ground Shipping for Orders over 50 £.

Please be aware that we will do everything to meet the specified delivery time , however the timing of your Order is determined by taking into account the number of orders and the circumstances being faced at that time and therefore cannot be guaranteed. We will inform you if we become aware of an unexpected severe delay.

We reserve the right to make partial deliveries at our cost if not all ordered goods are in stock; in as far as this is reasonable for you .

In case any Order is delivered with obvious damages incurred during transport, please claim these defects immediately with the Delivery Company and contact us at your earliest convenience via e-mail at customers@coffeeisland.co.uk.

You have the right to return the purchased products without penalty and without the obligation to inform us for the reason you wish to return the products, within a fourteen (14) calendar day time period from the date of receipt of the products. In that case, you shall be charged only with the return costs of the products. You can cancel any item ordered online in accordance with the terms in this section apart from any items which deteriorate or expire rapidly, any items that are sealed for health protection or hygiene reasons if you have unsealed them and any items that have been inseparably mixed after delivery.
Returns are accepted with the sales invoice, only if the products you wish to return are in the same condition as when you received them.
You are obliged to notify us in written of your intention to return the products you purchased through via email with the subject “Recession Request” at the following e-mail address: customers@coffeeisland.co.uk. referring the date/number of the proof of purchase within the aforementioned time period. Provided that you receive written approval for the return from Us, the address, where the returned products must be sent to, is Coffee Island Store , Orion House , 5 Upper St Martin's Ln, London WC2H 9NY, UK .If you rescind from the contract you will be refunded in full without further delay within 30 calendar days from the date when we are informed of your decision to rescind from the contract. The refund will be made to the same payment method originally used by you to make the payment (unless you have expressly agreed otherwise) but We will deduct from any reimbursement an amount equal to any diminishment in value of the items as a result of you handling the items beyond what is necessary to establish the nature, characteristics and functioning of the items.. Under no circumstances will you be charged extra costs for such a refund. We have the right to delay the refund until the goods have been returned to us, or until you provide proof that you have sent back the goods, whichever happens first. You are obliged to send back the goods or to deliver them to us, without unwarranted delay within 14 calendar days from the date of your declaration of withdrawal from the contract. We will deem that the deadline has been met if you send the goods back before the end of the period of 14 days. You will incur the cost of the return of the goods.

Product Returns due to delivery error
In all cases where other products are delivered , by type or quantity , you may return the products. The cost of returning the Order shall be paid by us with the exception of any further costs incurred by you as a result of your choice of an alternative delivery method instead of the cheapest standard delivery method offered by Us.
Returns of defective products damaged on arrival ( DOA )
For the avoidance of any inconvenience of yours, it is recommended that upon delivery of your Order you carefully review the condition of the purchased Products and that their package is intact, in order to detect any visible defect (i.e. broken product, etc.). In the event you detect any defect, contact us immediately after delivery on the same or the next working day (from Monday to Friday) at the e-mail address: customers@coffeeisland.co.uk. You have the right to return the defective products to the Store within a seven (7) calendar day time period from the date of receipt. Returned products must be in their unused, original condition, as well as all product tags, which form the identity of the product. Otherwise, cannot be accepted as returned items.
As the products are received back, they are checked to ensure that they are defective. In that case, we will firstly offer to repair the defective item. If this is not possible, we will replace the product you’ve ordered, as long as the product is available. You will receive complete reimbursement if the goods can neither be repaired, nor replaced.
Note: When you are trying products, please make sure that they do not come in contact with anything that may mark or add scent to them. We will be unable to accept any returned item where there is evidence that these instructions have not been adhered to.
If you think you have received a defective item, please return the items back to Coffee Island including details where possible of:

  • Your Order Number
  • Product Code/Product Name
  • Details of the fault
  • Whether you would prefer a refund or a repair or replacement
Coffee Island advises that you send items back via registered post. The return address is:
Coffee Island Store , Orion House ,5 Upper St Martin's Ln, London WC2H 9NY, UK
Coffee Island will examine the returned items and notify you of your refund or repair or replacement via e-mail within a reasonable period of time. Please notice, that you have to prove an item was faulty when you bought it, if you ask for a repair or replacement after six (6) months.
Coffee Island will process any refund due to you as soon as possible and, in any case within fourteen (14) days after the day Coffee Island confirms via e-mail that you are entitled to a refund for defective items. The refund will be made to the same payment method originally used by you to make the payment (unless you have expressly agreed otherwise).
Coffee Island will bear the reasonable postage costs of returning the items up to the cost of the standard delivery charge. Coffee Island will not refund any Next Day, Express or other premium component of delivery.
If you have a query about returning goods, please contact Us.

B. Non UK customers

Once you have found the desired product, you can add it to your shopping basket without obligation by clicking the button [Add to basket]. You can view the content of the shopping cart at any time by clicking the button [Basket] in the top right corner of the page. You can remove products from the cart by clicking on the button [Delete] at any moment. In order to purchase the products in your shopping cart, click on the button [Checkout]. Clicking the button [Next] will lead to the ordering page. Review all your ordering information once more making sure all specifications fit your requirements.
You will then proceed to the secure payment page where you may select the payment type and complete your order. Clicking the button [Purchase] will confirm your Order and complete the ordering process. This process can be aborted at any time by closing the browser window.
When ordering goods for delivery overseas you may be subject to import duties and taxes, which are levied once the package reaches the specified destination. Any additional charges for customs clearance must be borne by you; We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Please be aware that you must comply with all laws and regulations of the country in which you are receiving the goods.

When you place an order (“Order”) through our Website, an email thanking you for your Order and confirming your Order has been received (the "Confirmation Email") will be sent to you by us. Once your Order has been accepted, this represents an agreement between you and us. You can also sign in to your account and to check the status of your order online.

In case the product ordered is not available, because we have not been supplied with the product by our distributor without our personal negligence, we may withdraw from the contract. In this case, we will notify you immediately and suggest the delivery of a comparable product, if applicable. Should no similar product be available or should you not wish to receive a similar product, then you will be reimbursed for any payments already made. To order quantities greater than the available units per item, please contact us to assist you with your order;

The price of any Product will be listed on our Website. Prices are quoted in GB Pounds (£) . Prices are liable to change at any time, but changes will not affect orders in respect of which you have been presented with the Confirmation Email.
Unless otherwise indicated, prices stated on our Website are inclusive of any applicable Value Added Tax or other sales tax. The breakdown of any applicable VAT payable with your order is indicated on the invoice you will receive on supply/with the goods.

European Union Customers
For customers throughout the European Union VAT will be applied to your order, where it is legally appropriate for Us to do so, and will appear on the paper invoice. VAT will be payable at the applicable rate and may vary from country to country.
If you are registered for VAT within the EU and do not wish to pay the tax on eligible products, you will not be able to use our online ordering systems.
List of EU territories
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, and such other countries as may be added from time to time
Other Customers
For territories outside the European Union, VAT or other sales taxes may be charged where it is legally appropriate for us to do so
The prices for the Products exclude any delivery costs, which will be added to the total amount due. Our delivery charges are as set out in these Terms and will be confirmed in the Invoice issued to you.
Customs
When ordering goods for delivery overseas you may be subject to import duties and taxes, which are levied once the package reaches the specified destination. Any additional charges for customs clearance must be borne by you; We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Please be aware that you must comply with all laws and regulations of the country in which you are receiving the goods.

It is always possible that, despite our best efforts, some of the Products or delivery costs may be incorrectly priced. We will normally check prices as part of our dispatch procedures so that, where the Products’ correct price or the delivery cost is less than our stated price, we will charge the lower amount when dispatching the Products to you. If the pricing error is obvious and unmistakable and could have reasonably been recognized by you as a mispricing, we do not have to provide the Products or send them to you at the incorrect (lower) price. If the Product’s correct price or the delivery cost is higher than the price stated in our Website or in these Terms, we will contact you as soon as possible to tell you about the error and we will give you the option of continuing to purchase the Products at the correct price or amending your delivery specification (where the mispricing relates to delivery charges), or cancelling your Order. We will not process your Order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the Order as cancelled and notify you in writing. We will refund you the full amount paid by you as soon as is reasonable if you have already made a payment to us.

You may pay by MasterCard, VISA, VISA Debit, VISA Electron and Maestro. Please ensure if you are using a credit card that you provide the card holder's name as it is shown on the card, and the billing address corresponds as it appears on the card statement. Payment will be taken in GB pounds (£), and if applicable, your card will be charged according to the exchange rate at that time.

We believe in your loyalty and we want to constantly offer you the best we can! Its mutual respect. Every pound equates to 1 Loyalty Flower. The point is to reach the maximum 60 points (excluding delivery charge. By doing so, you will receive in the Confirmation Email a free £5.00 promotional voucher code to spend on the subsequent purchase made online.

Delivery costs are additional to the displayed price and vary depending on the delivery service you select, the country of delivery and the quantity/weight of goods ordered.
Delivery charges will be confirmed to you, before your order is accepted.
If your order is particularly heavy, it may be subject to extra delivery charges. If any order is subject to extra delivery charges you will be advised of the additional cost before delivery of your order begins. You have the option to cancel the order if you do not wish to pay any additional delivery costs.
Please note we are currently unable to deliver to PO Boxes.
If you want to avoid any charges that would apply if we did deliver, you can collect your Order in the Store (Orion House, 5 Upper St Martin's Ln, London WC2H 9NY, UK).

Please be aware that we will do everything to meet the specified delivery time, however the timing of your Order is determined by taking into account the number of orders and the circumstances being faced at that time and therefore cannot be guaranteed. We will inform you if we become aware of an unexpected severe delay.

We reserve the right to make partial deliveries at our cost if not all ordered goods are in stock; in as far as this is reasonable for you.

In case any Order is delivered with obvious damages incurred during transport, please claim these defects immediately with the Delivery Company and contact us at your earliest convenience via e-mail at customers@coffeeisland.co.uk.

You have the right to return the purchased products without penalty and without the obligation to inform us for the reason you wish to return the products, within a fourteen (14) calendar day time period from the date of receipt of the products. In that case, you shall be charged only with the return costs of the products. You can cancel any item ordered online in accordance with the terms in this section apart from any items which deteriorate or expire rapidly, any items that are sealed for health protection or hygiene reasons if you have unsealed them and any items that have been inseparably mixed after delivery.
Returns are accepted with the sales invoice, only if the products you wish to return are in the same condition as when you received them.
You are obliged to notify us in written of your intention to return the products you purchased through via email with the subject “Recession Request” at the following e-mail address: customers@coffeeisland.co.uk. referring the date/number of the proof of purchase within the aforementioned time period. Provided that you receive written approval for the return from Us , the address, where the returned products must be sent to, is Coffee Island Store , Orion House , 5 Upper St Martin's Ln, London WC2H 9NY, UK .If you rescind from the contract you will be refunded in full without further delay within 30 calendar days from the date when we are informed of your decision to rescind from the contract. The refund will be made to the same payment method originally used by you to make the payment (unless you have expressly agreed otherwise) but We will deduct from any reimbursement an amount equal to any diminishment in value of the items as a result of you handling the items beyond what is necessary to establish the nature, characteristics and functioning of the items.. Under no circumstances will you be charged extra costs for such a refund. We have the right to delay the refund until the goods have been returned to us, or until you provide proof that you have sent back the goods, whichever happens first. You are obliged to send back the goods or to deliver them to us, without unwarranted delay within 14 calendar days from the date of your declaration of withdrawal from the contract. We will deem that the deadline has been met if you send the goods back before the end of the period of 14 days. You will incur the cost of the return of the goods.

Product Returns due to delivery error
In all cases where other products are delivered, by type or quantity , you may return the products. The cost of returning the Order shall be paid by us with the exception of any further costs incurred by you as a result of your choice of an alternative delivery method instead of the cheapest standard delivery method offered by Us.
Returns of defective products damaged on arrival ( DOA )
For the avoidance of any inconvenience of yours, it is recommended that upon delivery of your Order you carefully review the condition of the purchased Products and that their package is intact, in order to detect any visible defect (i.e. broken product, etc.) . In the event you detect any defect, contact us immediately after delivery on the same or the next working day (from Monday to Friday) at the e-mail address: customers@coffeeisland.co.uk. You have the right to return the defective products to the Store within a seven (7) calendar day time period from the date of receipt. Returned products must be in their unused, original condition, as well as all product tags, which form the identity of the product. Otherwise, cannot be accepted as returned items.
As the products are received back, they are checked to ensure that they are defective. In that case, we will firstly offer to repair the defective item. If this is not possible, we will replace the product you’ve ordered, as long as the product is available. You will receive complete reimbursement if the goods can neither be repaired, nor replaced.
Note: When you are trying products, please make sure that they do not come in contact with anything that may mark or add scent to them. We will be unable to accept any returned item where there is evidence that these instructions have not been adhered to.
Returns of defective products
In the unlikely event that you receive a defective product:
a) If you are a ROW Customer and you return items claiming they are defective, Coffee Island will examine the returned items and will notify you via e-mail within a reasonable period of time if a refund will be made. We will process the refund due to you as soon as possible and, in any case within thirty (30) days of the day Coffee Island confirms via e-mail that you are entitled to a refund for defective items.
(b) If you are an EU Customer, you will be entitled to one of the following remedies:
1. Tier 1: within 30 days* of receiving the defective item, you can choose to receive either:

  • a repair or replacement; or
  • a full refund.
2. Tier 2: if more than 30 days have passed after you received the goods, you can claim a repair or a replacement of the defective item (but not a refund).
3. Tier 3: if the repair or replacement is not possible, or if it is unsuccessful or cannot be provided to you in a reasonable time, then you can choose to either:
  • keep the defective item and claim a price reduction (the amount of the price reduction will be determined by Coffee Island depending on what is reasonable in the circumstances); or
  • return the defective item and claim a refund (but note this refund may be reduced to take account of any use you have had from the goods).
* The Tier 1 right to reject, for perishable goods that would not be expected to last for 30 days, lasts only as long as such perishable goods would reasonably be expected to last.
If you think you have received a defective item, please return the items back to Coffee Island including details where possible of:
  • Your Order Number
  • Product Code/Product Name
  • Details of the fault
  • Whether you would prefer a refund or a repair or replacement
Coffee Island advises that you send items back via registered post. The return address is:
Coffee Island Store, Orion House, 5 Upper St Martin's Ln, London WC2H 9NY, UK
Coffee Island will examine the returned items and notify you of your refund or repair or replacement via e-mail within a reasonable period of time. Please notice, that you have to prove an item was faulty when you bought it, if you ask for a repair or replacement after six (6) months.
Coffee Island will process any refund due to you as soon as possible and, in any case within fourteen (14) days after the day Coffee Island confirms via e-mail that you are entitled to a refund for defective items. The refund will be made to the same payment method originally used by you to make the payment (unless you have expressly agreed otherwise).
Coffee Island will bear the reasonable postage costs of returning the items up to the cost of the standard delivery charge. Coffee Island will not refund any Next Day, Express or other premium component of delivery.
If you have a query about returning goods, please contact us.