Frequently Asked Questions


Why choose Organic?

When growing organic coffee, there are no synthetic fertilisers or chemicals used in growing or production, which means cleaner beans, air, land, and water. The coffee is grown with only organic fertilisers, like coffee pulp, chicken manure, or compost. Organic farms also combat climate change by emitting less carbon than chemical farms, while also sequestering significant amounts of carbon.

What is Fairtrade?

Fairtrade was started in response to the dire struggles of Mexican coffee farmers following the collapse of world coffee prices in the late 1980s. With Fairtrade, certified coffee producer organisations are guaranteed to receive at least the Fairtrade Minimum Price for their coffee, which aims to cover their costs of production and act as a safety net when market prices fall below a sustainable level.

Who are the Soil Association?

The Soil Association was formed in 1946 to create a better world – one where we farm responsibly, eat healthily and live in balance with the environment. We support farmers and growers to research and tackle the most serious food and farming challenges, through projects such as Innovative Farmers and Future Farming Scotland. And we give the next generation of organic farmers the opportunity to learn and grow through our Future Growers scheme.

Why choose Swiss Water Decaf?

The alternative to using solvents to remove caffeine from coffee is the Swiss Water® Process. This uses elements of water, temperature and time to create some of the most intriguing decaf coffee. The process starts with small batches of coffee and green coffee extract. Then water is added slowly over a 10 hour period which ensures that the flavour and character of the coffee remains untouched. At the end you are left with coffee that is 99.9% caffeine free but has not been touched by any chemicals. You can find out more about how this works at the Swiss Water website.

What is Kopi Luwak Coffee and why does it involve a Civet Cat?

The Civet Cat is a shy and cute animal that lives within the jungle, however at night it wanders into coffee plantations to feed on the ripest coffee cherries. The cat is unable to digest the stone (the coffee bean) and ‘poops’ this out. During this process, the cat’s anal glands impart a particular piquant smoothness to the resultant roasted coffee.

Each year, only 500kg of Free Range Kopi Luwak coffee is produced. The reason for this very small amount is due to the low number of coffee plantations that have free roaming Civet Cats. In order to gain recognition of having free range Civet Cats, the farmers must continually demonstrate that they are following the animal welfare criteria that is included within the UTZ certification.

Unfortunately there are many coffee producers out there who claim to be producing Kopi Luwak coffee, but unfortunately much of this is actually fake. They are able to do this by using low quality coffee beans and passing them through a number of chemical methods. Of course, by using this method they produce a fake, sub-standard product, which is sold at a much lower price point.

It is estimated that there is approximately 20 times the amount of Kopi Luwak coffee available on the market than there is actual Civet Cats. This means that there is a lot of fake Kopi Luwak coffee out there!

In addition to this, the Kopi Luwak coffee that is real, an even smaller percentage of this comes from Free Range Civet Cats that has the UTZ Certification. Hence why there is only about 500kg on Free Range Coffee Beans available.

All of our Kopi Luwak coffee is responsibly sourced from farmers that have free range Civet Cats and a UTZ certification.

Free range Civet Cats will only select the ripest cherries which ensures the best quality beans. In addition as these cats are free to roam, they are not affected with stress enzymes, unlike their caged relatives. All of the ‘coffee bean poop’ is then hand-picked by the farmers each morning.


Coffee Subscriptions

How do I manage my subscriptions

To manage your coffee subscription you need to create an account on our store. Just go to the Account Creation page and signup using the same email address that you used on your order.

Once your account is created, just login to the store using the link at the top of your browser (or within the menu if you are using a mobile device), and then click the link 'Manage Subscriptions' within the Account Details section.

I need to change my payment card details

To change your payment card, simply log into your Subscriptions portal, choose 'Billing Information', and click the 'Edit' button next to the payment card details. Enter the new details and click the 'Save' button.

How do I reset my store account password?

To reset your password, just click on the 'Log in' link and click 'Forgot your password'. Enter your email address when prompted. You will be sent an email with instructions with how to reset your password.

General Questions

Am I able to return coffee I don't like?

Unfortunately you can't return an opened bag of coffee to us. Please see our Returns Policy for full details. However there are circumstances where you can return items to us. These are detailed within the Returns Policy.

How should I store my coffee once I have received it?

Your coffee beans biggest enemies are light, air, moisture and heat. So in order to maintain the amazing flavour of your coffee, there are few simple steps that we would suggest you follow whether you have whole beans or ground:

  1. Keep your coffee in an airtight container. This will help eliminate air exposure and moisture which can contaminate the coffee and possibly encourage mould growth.
  2. Make sure the container is not transparent. Don't use glass or see through plastic as natural light can change the flavour of the coffee. Ideally use an opaque container or tin.
  3. Store the container at room temperature in a dark location. A cupboard away from the oven or other heat sources is recommended.
  4. Our coffee bags are only suitable for short term storage and transportation. We recommend transferring your coffee to a suitable container as soon as possible after delivery.
  5. We don't suggest storing your coffee in the fridge as this will create moisture inside the container.

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