Hands Down Coffee - Website FAQs
ORDERING
Q: How can I buy Hands Down Coffee?
A: Directly on our website or via TikTok Shop.
Q: Can I change or cancel my order?
A: If it hasn’t shipped yet, we’ll try. Email support@handsdowncoffee.com ASAP.
Q: Can I change my delivery address?
A: Email us as soon as possible. If the order has shipped, we can’t update the address.
Q: What payment methods do you accept?
A: All major cards, Apple Pay, Google Pay and Shop Pay.
Q: I’m having trouble placing an order.
A: No stress - just email support@handsdowncoffee.com and we’ll help.
Q: Can I send this as a gift?
A: Yes - just enter the recipient’s address at checkout. We never include pricing inside the box.
DELIVERY
Q: Do you ship internationally?
A: Yes - we ship to the UK, EU and select international destinations. Options appear at checkout.
Q: When will my order be processed and shipped?
A: Orders are processed quickly and dispatched within the timeframe selected at checkout. You’ll get a tracking link once it ships.
Q: How long does delivery take?
A:
• UK Standard: 3–5 working days
• UK 24 Tracked: 2–3 working days
• EU: 7–15 working days
• International: 21–30 working days
Q: Will my delivery fit through the letterbox?
A: Not yet - our boxes are slightly too large, but we’re working on this for the future.
Q: Will I have to pay duties or taxes?
A:
• EU orders include duties/taxes at checkout
• All non-UK/EU orders: any duties or taxes charged by your country are your responsibility and payable on delivery
Q: What if customs delay my parcel?
A: Customs checks can sometimes cause delays - it’s outside our control, but email us if something looks wrong.
Q: Can I track my order?
A: Yes - you’ll receive a tracking link once your order ships.
Q: What if my parcel is lost?
A: If it hasn’t arrived within the expected timeframe, email support@handsdowncoffee.com and we’ll help track it.
Q: My parcel shows “Delivered” but it’s not here.
A: If tracking confirms delivery, we unfortunately can’t replace stolen parcels.
PRODUCTS
Q: What blends do you offer?
A:
• The Strong Italian One – Bold flavour, no drama
• The Smooth Half Caff One – All the taste, half the buzz
• The Nutty Vanilla One – Sweet, smooth, café-style indulgence
Q: Are your coffees allergen-friendly?
A: Yes - all blends are dairy-free, nut-free, gluten-free and vegan.
Q: What beans do you use?
A: Speciality-grade, sustainably sourced Arabica beans from multiple origins.
Q: How do I brew the coffee bags?
A: Drop a bag into your cup, add hot water and brew to taste. Simple.
Q: How should I store my coffee?
A: Keep it sealed, in a cool, dry place. Best enjoyed fresh.
PACKAGING & SUSTAINABILITY
Q: Is your packaging recyclable?
A: Yes -
• Box: Widely recyclable
• Sachets: Recyclable at selected collection points
• Coffee bag: Made from BioSpun™ (biodegradable & industrially compostable)
RETURNS & REFUNDS
Q: Can I return coffee?
A: No - coffee is perishable, so we can’t accept returns.
But if something is wrong with your order, email us and we’ll help.
Q: Can I return merch (mugs, gear, etc.)?
A: Possibly. Email us first. Return shipping is the customer’s responsibility.
Q: My order arrived damaged or something’s missing.
A: Email support@handsdowncoffee.com within 14 days of receiving your order and we’ll sort it.
TIKTOK SHOP ORDERS
Q: Where is my TikTok Shop order?
A: TikTok handles delivery.
To get support:
- Open TikTok
- Go to Your Orders
- Select your order
- Tap the headset icon
WHOLESALE, PARTNERSHIPS & MORE
Q: Do you offer wholesale?
A: Yes - email hello@handsdowncoffee.com and our team will share next steps.
Q: How do I become a partner or affiliate?
A: Email partnerships@handsdowncoffee.com with details about you or your brand.
Q: Can I buy Hands Down Coffee in stores?
A: Right now, we’re online-only - but stay tuned.
Q: Do you offer subscriptions?
A: Not yet, but we’re working on it. Sign up to our emails to be first to know.
REVIEWS & FEEDBACK
Q: Can I leave a review?
A: Absolutely - we love hearing what you think.
Email hello@handsdowncoffee.com or leave a review on Trustpilot.
CONTACT
Q: How can I contact customer support?
A: Email support@handsdowncoffee.com (Mon–Fri, 08:30–17:30).
Q: Press enquiries?
A: Email press@handsdowncoffee.com.