Shipping policy
Hands Down Coffee - Shipping Policy
Thanks so much for ordering our coffee. Below is everything you need to know about how we ship from the UK to customers around the world. If you ever need a hand, we’re here to help.
Processing Times
We aim to pack and dispatch your order within 1 working day.
Orders placed after 8pm or on UK public holidays will be processed the next working day.
During busy seasonal periods, processing may take slightly longer, but we’ll always work to keep things moving quickly.
UK Shipping
Our fulfilment partners include Royal Mail, Evri, DPD and UPS.
Estimated delivery times (after dispatch):
• Standard: 3-5 working days
• Tracked/Signed: 2-3 working days
Delivery estimates are not guaranteed. If your parcel is delayed beyond these windows, please contact us and we’ll check with the carrier.
International Shipping
We ship to a number of select countries using Royal Mail International, Evri, or UPS depending on your location.
Customs & Import Fees
• Customs duties, import taxes and handling fees vary by country and are the customer’s responsibility.
• These charges are not included in product or shipping prices.
• If a parcel is returned due to unpaid fees or an incorrect address, we can resend it, but additional shipping charges may apply.
Customs Delays
International deliveries may occasionally take longer due to customs processing. While this is outside our control, we’ll always support you if any issues arise.
Lost, Damaged or Stolen Orders
Lost parcels
If your order hasn’t arrived within the expected timeframe, email us at
support@handsdowncoffee.com and we’ll help track it down.
Damaged orders
If your parcel arrives damaged, please contact us within 14 days with photos of the packaging and items so we can fix it.
Stolen after delivery
If tracking shows “Delivered” but the parcel is stolen afterwards, we’re unable to replace the order.
Incorrect or Missing Items
If anything is missing or incorrect, let us know within 14 days and we’ll sort it quickly.
Returns
Coffee
As coffee is perishable, we cannot accept returns.
However, if there’s an issue with quality or with your order, please get in touch - we want you to love your coffee.
Non-perishable items
Merchandise (such as mugs or brewing gear) may be returnable.
Email us and we’ll guide you through the process. The arranging and cost of the return are the responsibility of the customer.
Address Accuracy
Please double-check your shipping address before completing your order.
We cannot issue refunds or replacements for parcels sent to an incorrect address provided at checkout.
If a parcel is returned to us due to an incorrect address, we can resend it, but additional postage will apply.
Shipping Restrictions
Some countries do not allow the import of food products such as coffee.
If your country has restrictions and we’re unable to ship your order, we’ll contact you and issue a cancellation.
Policy Updates
We may update this Shipping Policy from time to time to keep all details accurate. The date at the top of the page will always show the latest version.