Refund policy

Returns and cancellations

For UK and EU consumer orders placed online, you can tell us that you wish to cancel before delivery or within 14 days starting the day after you receive your order. You do not need to give a reason. Where one order arrives in separate deliveries, the cancellation period runs from receipt of the last item where required by law. After notifying us, please send the goods back within 14 days.

We accept eligible returns of unopened whole-bean coffee with the original coffee seals intact. We do not offer change-of-mind returns for opened coffee beyond any rights you have by law. Opening the outer delivery box alone does not remove your cancellation rights. For other goods, you may inspect them as you would in a shop; a lawful deduction may apply for loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning.

Some purchases are legally exempt from cancellation, such as goods liable to deteriorate or expire rapidly, or sealed goods unsuitable for return for health protection or hygiene reasons once unsealed. We apply an exception only when its legal conditions are met. Dispatch alone does not remove a statutory cancellation right. For destinations outside the UK and EU, please contact us about a change-of-mind return; any mandatory local rights still apply.

How to cancel or return an order

To submit a request online, sign in to your customer account using the email address used for your order, select the order, and choose the available cancellation or return action. You will receive an email acknowledging your request. We will review it and contact you about the next steps. You can also contact us by email as described below.

Email roasting@calicocoffee.co.uk with your order number and a clear statement that you wish to cancel or return your order. You may use the optional form below, but a statutory cancellation does not depend on using it or obtaining our prior approval.

Send returns to:
Calico Coffee
101 Lower Marsh
London
SE1 7AB
United Kingdom

Please include your order details, package the goods securely and keep proof of posting. For gift sets, return all items covered by your cancellation. Please contact us if you only wish to return part of a set.

Return postage and refunds

For an eligible change-of-mind return, you pay the direct cost of returning the goods.
If goods are faulty, damaged or incorrect, please contact us so we can put things right. We cover reasonable return postage in these cases. The 14-day change-of-mind period does not limit your rights for these problems.
When you cancel your entire order under a statutory cancellation right, we also refund our standard outbound delivery charge. Any extra amount paid for a premium delivery service is not included in that refund.

Refunds are made without undue delay to the original payment method unless you expressly agree otherwise. We do not charge a refund processing fee.

For UK consumers returning goods, we refund no later than 14 days after receiving the goods back or evidence that you have sent them back, whichever happens first. If no goods need to be returned, or we have offered to collect them, the deadline is 14 days after we are informed of your cancellation.

For EU consumers, we refund within 14 days after being informed of the cancellation. Unless we have offered to collect the goods, we may withhold the refund until we receive the goods back or evidence that you have sent them back, whichever happens first.

International orders and import charges

For deliveries outside the United Kingdom, applicable import duties, import VAT and carrier customs-clearance charges are the recipient's responsibility unless already included in the price or collected at checkout. Unpaid charges may need to be settled before delivery.

If a parcel is returned because the recipient refuses import charges clearly disclosed before purchase and not already included or collected, we may charge only the actual direct return postage where permitted by law. There is no return-postage charge if the carrier returns the parcel free of charge. Original delivery charges and any refund are handled in accordance with applicable consumer law; refusal of import charges does not automatically forfeit your whole payment.

Coffee care and support

Coffee is a natural and seasonal product. For the best experience, we recommend allowing your coffee to rest for around 2 weeks to 3 months after the roast date, depending on the coffee and brewing style. For help, email roasting@calicocoffee.co.uk or contact @calico_coffee_uk on Instagram.

Optional cancellation form

Complete and send this form only if you wish to cancel your contract. You can instead send any clear cancellation statement.

To: Calico Coffee, 101 Lower Marsh, London, SE1 7AB, United Kingdom
Email: roasting@calicocoffee.co.uk

I/We give notice that I/we cancel my/our contract for the following goods:
Goods and order number: ____________________
Ordered on / received on: ____________________
Customer name(s): ____________________
Customer address: ____________________
Signature (only if submitted on paper): ____________________
Date: ____________________

Nothing in this policy limits your statutory consumer rights.