FAQ

We’ve compiled an FAQ based on previously asked questions. If something isn’t clear or you have any further queries, please send us a message via the contact form below.

Roasting

Our production days are Tuesday & Wednesday weekly.
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.
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.
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.
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.
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.
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.

Shipping

Our production days are Tuesday & Wednesday weekly.
Yes, international deliveries are sent via DHL courier services.
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.

Shipping Prices:
# UK EU Rest of the World
0-2 kg Free £7.95 £10
2-5 kg £6.95 £25 Please contact us via hello@39stepscoffee.com for a quote.
5 kg + Please contact us via hello@39stepscoffee.com for a quote. Please contact us via hello@39stepscoffee.com for a quote. Please contact us via hello@39stepscoffee.com for a quote.
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.
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.

Subscriptions

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.
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.
If you have forgotten your password to log in, click on Lost Password underneath at the Log In page.
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.
To cancel your subscription, go to My Account -> My Subscription -> Cancel.

Payment

We accept all major credit and debit cards.
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.

Returns & Refunds

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.
Please get in touch with our customer care team at hello@39stepscoffee.com