Delivery & Returns
Direct Deliveries From Our Independent Beverage Makers
Shopping on the GUSTATORY marketplace is really easy and all fulfilment and deliveries are done directly by each of our independent coffee roasters, tea makers or brands. We want the opening of your delivered package to be an experience, so what better way to start than to receive your item(s) accompanied with all the thoughtful branding which our partners supply; by shopping at GUSTATORY you are directly supporting our trusted independent coffee roasters, tea makers and brands, and for this we say thank you.
With only a single checkout (or guest) account required for all your coffee, tea or other drinks selection(s), as well as only needing to pay once for all associated delivery costs, regardless of how many unique partners you decide to shop from within your basket, shopping with GUSTATORY could not be easier. Our coffee roasters, tea makers and brands are spread out across the UK and Ireland, and beyond, and each has their own domestic and international shipping costs. As such, the cost of shipping from each partner is applied and highlighted for your product selection(s) in both your basket and at the point of checkout, at which point you are able to clearly see the itemised delivery costs associated with each partner you have chosen to purchase from. Offering the same free delivery thresholds as if you were shopping direct, and never including any misleading hidden shipping costs in any product's price, GUSTATORY is ethical, clear and easy.
Unique to coffee, each speciality coffee and independent coffee roaster generally roasts their produce on a specific set day(s) of the week to ensure that the coffee you receive is as fresh as possible. These days are highlighted on every product and respective roaster storefront for you to easily understand. Your purchase(s) will be shipped immediately after these given days of the week, and should your basket include coffee from two or more different independent coffee roasters, please expect that it is likely that your purchase(s) may arrive on different days; if you purchase from one roaster only, you should receive everything within a single delivery. Due to this, GUSTATORY cannot guarantee the immediate delivery of your coffee purchase(s), however, please be safe in the knowledge that shipping will be made direct from the independent coffee roaster(s) after their next earliest roasting date.
For all purchases, you will be notified via email at all stages of the checkout process when your order is confirmed as successful. If you choose to checkout via one of our alternative payment options of PayPal, Google Pay or Apple Pay, you may also receive a second confirmation email (please check your junk email folder). All taxes are included in the shipping costs of a domestic delivery address, however, international delivery addresses may also be subject to additional import taxes upon receipt.
Coffee Deliveries By Subscription
If you are a subscriber to GUSTATORY's speciality coffee and cold brew subscriptions, all deliveries are made direct from GUSTATORY, where we curate and manage all our subscriber's packages in-house to ensure package quality, variety and organisation. All coffee box subscriptions are dispatched each month's first Monday to ensure coffee freshness from all our UK and international coffee roasters, with all subscribers consolidated into the same dispatch period irrespective of payment cycles.
Coffees shouldn't cost the earth and delivering them shouldn't either. Recycling isn't always the best answer, with reduction and re-use better alternatives, in turn saving recycling's cost of energy and pollution output. Equally so, typical subscription boxes are often oversized, half full or filled with interior packaging, resulting in unnecessary waste and needless freight weight. Addressing this, we deliver our subscriptions using a range of box sizes as well as a mixture of wrapping and tape, all in effort to become more compact, 100% recyclable thereafter. Delivering worldwide with the packaging chosen per destination country, we can assure they’ll arrive undamaged and ready to be brewed. Plus, as it is what’s on the inside that always counts, our parcels are largely unbranded so that we can pass all of the cost savings onto you. Win win for everyone.
In addition, FREE delivery is also included to most European countries - what next? Your very own complimentary live-in barista too?
For EU resident subscribers, effective of 1st July 2021, there is now no 'low value threshold' within the EU and as such, every parcel entering into and travelling between EU countries will be subject to payable customs at the point of entering your EU country of residency. Prior to the new laws, parcels declared under a certain value were able to pass through customs without any fees to pay, however, these new laws have been created in order for EU governments to collect tax from multinational companies, affecting every EU resident in any EU country ordering a 'distance sale' (online purchase) from any EU and non-EU ecommerce website. Needing to pay customs is not related to UK leaving the EU under Brexit.
As such, all subscription deliveries will likely incur local country customs fees in order for the parcel to enter the country of your EU residency, and such fees would be payable whether you're ordering from us in the UK or from an ecommerce website from within the EU. If you've experience of receiving a different parcel without any customs fees to pay, your parcel will have either passed through your customs unchecked due to a lack of strict administration, or that the sender has paid your customs for you in advance, in which such customs fees will have been accounted for indirectly within that orders' checkout payment. GUSTATORY cannot be responsible for paying your own customs fees and we cannot accept refunds on any subscriptions should you wish to refuse your customs fees and the parcel be returned.
For non-EU residents, the likelihood of being charged customs is very low given the value of the contents of your package and that the above customs laws do not exist for you, however, please reference your local customs office for an estimate of the potential charge if in doubt. As rule of thumb examples, orders declared under $800 destined for USA, under $35 for Thailand, under $400 for Australia, can all be imported without any issue. Please speak to our Live Chat if you require further clarification.
For you to easily manage your subscription's deliveries, you have access to your marketplace account's Subscription Portal. From within here, you have complete control over your subscriptions, and should you ever wish to amend, pause or cancel the package you are subscribed to, you may easily do so. With the ability to also see your payment schedule in a calendar format, as well as easily amend your payment method, we hope subscribing is as easy as receiving your next subscription package through your door.
One Standard Returns Policy
In addition to our easy delivery options, GUSTATORY also operates one standard returns policy that is represented by all our independent coffee roasters, tea makers and brands. Our absolute priority is for our customers to receive their quality coffee, tea or other type of drink, however, due to the nature of such beverages being a consumable good with a set shelf-life, GUSTATORY can only accept returns and process refunds on purchases which have been either damaged in some way, are faulty or not in accordance with our partner's product listing. You are entitled to a cooling-off period of 14 days after dispatch within which you are eligible to return your item(s) for a full refund should your purchase(s) fall into any one of these three categories. All consumable items need to be returned at your own cost and GUSTATORY cannot offer any return-postage contributions. To begin the process, please contact our customer service team, and we will make suitable arrangements.
For non-consumable goods such as drinkware and accessories, GUSTATORY can accept returns and offer a full refund on either unwanted or faulty products for a period of 28 days after dispatch. If you wish to return any purchased item(s), you have a duty to keep them in your possession and to take reasonable care until they are returned. All items must be returned in their original packaging, complete with any branding material or promotional products which may have been also supplied in order for the return to be successfully processed. To begin the process, please contact our customer service team, and hopefully, we can make the returns process as hassle-free as possible. Please note that all non-consumable items need to also be returned at your own cost and GUSTATORY cannot offer any return-postage contributions. If you are seeking replacement for faulty items, the replacement item(s) will be shipped at no additional cost.
For both consumable and non-consumable items, GUSTATORY recommends that you return them via Royal Mail and that you have sufficient insurance cover. Neither GUSTATORY or our independent coffee roasters, tea makers or brands can accept liability for items lost or damaged in return-post.
Just how all fulfilment and deliveries are done directly by each of our partners, for the successful return-processing of any item(s), each must be shipped directly to the address of the respective independent coffee roaster, tea maker or brand (which our customer service team can provide) and not to GUSTATORY ourselves. A returns assessment will then be undertaken by the respective independent coffee roaster, tea maker or brand. Whilst faulty or damaged consumable goods may be more obvious for an assessor to analyse, item(s) which you believe are not described as per the roaster's, tea maker's or brand's product listing will require the content's packaging to be completely unopened to be accepted for an assessment. Quality control matters.
If you change your mind after placing an order with GUSTATORY, you may cancel it at any time before the item(s) are dispatched by their respective independent coffee roaster, tea maker or brand. Please contact our customer service team immediately to help us make suitable arrangements, letting us know your name, address details and order number to cancel your order. Unfortunately, orders cannot be cancelled if dispatch has already occurred, and therefore, letting us know as soon as you can is in your best interest. For recurring subscriptions, these may be cancelled at any time via the same method of communication.
Should you be a subscriber to any of our subscription services and a recurring payment unfortunately fails, GUSTATORY will attempt to take re-payment from the nominated card after a few days grace, and should this fail again, our customer service team will be in touch with you to help resolve the issue. Please note that no service to which you are subscribed will be fulfilled on your behalf until payment is successful.