FAQ

When Do You Roast?

Our production days are Monday & Tuesday weekly.

What Is Your Roast Style?

Our roast style is medium/light for espresso and light for filter coffee. We aim to get the most out of our coffees through meticulous quality control, and we believe the way we roast brings out the more delicate origin flavours.

Do You Have Different Profiles for Each Coffee?

Yes! Every coffee that we source can react differently when roasted which comes down to several factors such as processing, varietals, moisture content, density etc.

My favourite coffee is sold out, when will it come back?

All our coffees are fresh and are sourced seasonally, so, unfortunately, sometimes it isn’t always possible to get the same coffee in again. But if you contact us, we will be happy to recommend a coffee that we think has a similar flavour profile.

When Is the Best Time to Enjoy My Coffee?

After the coffee is roasted, it needs time to rest. This is because freshly roasted coffee beans still contain high levels of carbon dioxide, negatively affecting the flavour. Over time though, it is released slowly, and we recommend waiting up to 5-7 days for your coffee to degas to achieve the best brew.

How Long Will My Coffee Last After Roasting?

We recommend consuming your coffee up to 4-6 weeks from the roast date. The coffee is still consumable after this; however, we have found that after this time some nuances begin to fade.

How Do I Best Brew Your Coffee?

We have brew guides for home brewing techniques including V60, Aeropress, Stove Top, French Press. You can find these brew guides here on our website.

Do You Ship Internationally?

Yes, international deliveries are sent via DHL courier services.

How Much Is Delivery?

All UK deliveries are Royal Mail 2nd Class, FREE of charge.
UK orders under 2KG will be shipped free of charge within 24 hours of completion.

0-2 kg
UK - FREE
EU - £7.95
REST OF THE WORLD - £10

2.5 kg
UK - £6.95
EU - £25
REST OF THE WORLD
Please contact us: hello@39stepscoffee.com for a quote
5 kg
Please contact us: hello@39stepscoffee.com for a quote

When Will I Receive My Delivery?

All our UK shipments are sent 1st Class and signed for to ensure you receive your order safely. Usually, 1st Class packages should arrive the next working day, although this isn’t always guaranteed by Royal Mail.

All International Deliveries, Delivery Charge and Times May Vary.

You will receive an email confirming shipment and estimated delivery date. We will notify you if we expect delivery to be outside of the estimated delivery times and you will be given the option of holding or cancelling your order.

How Does It Work? When Will I be Charged?

Our monthly recurring subscription service starts from £8.50. This is available weekly, fortnightly or monthly. The monthly subscription will continue until you cancel, this can be done at any time. You will be charged from the date you sign up for your subscription, and depending on your frequency, this will be weekly, fortnightly or monthly.

How Do I Change My Address or Card Details?

To change your details, you will need to access your account online and go to “My Account”. Any other problems, email us at hello@39stepscoffee.com . We will be able to update your information for you.

I Have Forgotten My Password. How Do I Reset?

If you have forgotten your password to log in, click on Lost Password underneath at the Log In page.

When Can I Expect My Delivery?

Usually, 1st Class packages in the UK should arrive the next working day, this isn’t always guaranteed.
For all international deliveries, delivery charge and times may vary.

How Do I Cancel My Subscription?

To cancel your subscription, go to My Account -> My Subscription -> Cancel.

What Forms of Payment Do You Accept?

We accept all major credit and debit cards.

When Will Payment Come Out for Recurring Subscriptions?

Payments for monthly subscriptions will be taken from your nominated account every month from the subscription purchase date.
Payments for fortnightly subscriptions will be taken from your nominated account every fortnight from the subscription purchase date.
Payments for weekly subscriptions will be taken from your nominated account every week from the subscription purchase date.
Payments for two bags in a week will be taken from your nominated account every week from the subscription purchase date.

What Is Your Refund & Return Policy?

We will accept returns of any equipment or faulty goods.
Equipment or merchandise must be returned unused and in its original packaging to:

39 Steps Coffee Roasters,
Unit 8, Gateway Business Center,
Tom Cribb Road,
Woolwich,
SE28 0EZ

Please include a copy of your invoice.

Returns must be made within 14 days of purchase at your own cost. Please ensure you obtain a proof of postage. It will be helpful in case we do not receive the returned parcel. While we want you to be happy with your order, as coffee is a consumable good, we will only replace or refund coffee if it is faulty or damaged in any way. This is subject to assessment by our Customer Service team and Head of Coffee, as applicable. Please contact our Customer Service team at hello@39stepscoffee.com.

Refunds will only be made against the original credit/debit card used.
You will receive an email confirmation once the refund or exchange has been processed.