Delivery, Refund & Return Policies
We aim to process, roast and dispatch all orders within one working day if placed before the order cut off time for same day dispatch which is 10am. Orders placed after this time will be on next mornings roast list and dispatched on the next working day.
Please get in touch if you are an international guest. Local courier prices fluctuate regularly so to get the best and most up to date prices and info please contact us at firstname.lastname@example.org
Our standard shipping is Free of charge for UK guests. This is a Royal Mail 2nd class service which arrives in 3-5 working days. - Please note this is not a tracked service but you will receive fulfillment and dispatch emails upon dispatch.
Our second option is a Royal Mail First class Tracked and signed service. This service arrives in 1-2 working days at a cost of £4.95. You will receive emailed updates with relevant tracking info and dispatch note.
If you require Priority service this is available at £8.95. This is a 24 hour priority service dispatched via DHL. Priority orders will also be pushed forward on the roasting schedule where possible to speed up your order.
Tracking and dispatch details will be sent via email address provided with the order.
Damaged or Incorrect Orders
If your order is incorrect or damaged On the Grind will offer a replacement or a refund. If this happens please contact us so we can resolve the issue as soon as we can. Please ensure you inspect any goods prior to signing for delivery. Any visible damage whatsoever should be noted and the delivery signed for as damaged. If inspection is not possible please ensure you sign for goods ‘unexamined’ allowing us to lodge claims with our delivery partners. We advise sending a photo of damaged goods. This will enable us to deal with your issue quickly. Damaged or defective goods should be reported to us with 24 hours of receiving the delivery.
Right To Cancel
You have the right to cancel your order within 14 days from receipt of the goods under the Consumer Contracts Regulations 2013. You will incur the carriage charge for return of the goods. Please note that refunds are subject to the provided goods being in perfect condition, unused and complete in their unopened original packaging. Please allow 14 working days for this process. Delivery charges cannot be refunded. To return any items, please e-mail us at email@example.com or call us on 07757392990. Please use your order number as a reference. This can be found in both your email order confirmation and the packing sheet included with your goods. The items should then be returned by an agreed delivery method.
Please note that your right to return or cancel products does not apply to: goods that are liable to deteriorate or expire rapidly; OR which are made to your specification; OR products sealed for hygiene or health protection purposes (once these have been unsealed after you receive them); OR for services, once these have been completed, even if the cancellation period is still running. When we sell our coffee products, we promise that all of our coffee is roasted to order and is therefore fresh and never stored, and we customise your coffee according to your preferred brew method. As such, some of the products that you buy from us, by definition, may not allow you to exercise a right to cancel. This doesn’t affect your statutory rights if the products are faulty or not as described.
We will endeavour to deal with any refunds in a prompt manner. We will issue refunds to the debit/credit card used to place the order.