Dear customers and those to be,

Shipping is a very important element of any online shopping experience and we would like to take this opportuniy to explain how our shipping works.

If I place an order today, when can I expect to receive my box?

Every month we have a brand new lineup of three amazing roasters and their coffees. This lineup changes every 16th of the month and is then available for preorder until the 15th of the next month.

For example: Our November ’17 box lineup was announced on the 16th of October. This gives you one month to place your order. On the 15th of November orders for this edition close and the roasters get to work to freshly roast their delicious coffees for us. We then receive their coffees a few days later, pack your boxes and get them on their way on the 20th of the month.

There are no single shipments or back orders or anything of that sort. All of our boxes leave on exactly the same day.

Why do you ship at the end of the month?

There is no particular reason for this date but it has become part of our cycle. We do our best to take holidays like Christmas into consideration and ship earlier if necessary.

If a particular shipping date is inconvenient due to holidays or for any other reasons, you are welcome to temporarily put your subscription ‘on hold’.

Can you introduce more shipping intervals, such as every two weeks or every quarter?

This is something that we have thought about but at our current size it’s simply not possible. We’re a two-man-show doing our utmost to deliver Europe’s most exciting coffee box every month and the amount of planning that goes into each edition is quite significant. Furthermore, if we ordered from each roaster twice, this would translate into higher costs, which we would have to pass on to you. For now, we will continue to ship only once a month.

Can I change the amount of coffee I want to receive?

If you are subscribed to our service, then you will need to cancel your existing subscription and purchase a new one.

Who do you ship your boxes with?

We have ship all of our boxes with Postnl, the Dutch postal service and offer our customers a flat-fee rate for budget and tracked shipping.

Europe:

• Budget: €5
• Registered: €8,50

World:

• Budget: €10
• Registered: €15,50

Customers in The Netherlands and anyone who pays for ‘tracked delivery’ will receive an email with a tracking code.

For certain countries other shipping rates apply.

In addition it is important to understand that in some cases, for example in Middle Eastern countries or the USA, our boxes can take some time to get through customs. This has to do with the fact that coffee is considered a food product and some countries have tougher import controls for this category.

How long does it typically for a box to arrive?

Dutch deliveries take 24 hours while shipping to European countries take between 3 – 5 business days while shipping to other countries can take slightly longer.

What happens if I don’t get my delivery?

When you place your order, you are given the option between ‘budget’ and ‘registered’, and before making your payment, you are required to accept our terms and conditions, which clearly state that we cannot be held accountable for any undelivered or delayed parcels if you choose the ‘budget’ method.

We are aware that few people read the T&C’s but it’s vital that every customer understands that we can only assist in finding a parcel if he or she paid for registered delivery. If there is no tracking code, the box cannot be traced.

As mentioned above, in some cases we have experienced significant delays in the delivery of our boxes, which has made us and the affected customers extremely frustrated, and we are doing everything we can to prevent this from happening, but in most cases, our hands are tied.

If a box that was shipped with the ‘budget’ delivery method has still not arrived after 30 days post shipping date, we can offer a 30% refund on that box, but cannot provide a full refund as the box could still arrive at any given moment. For boxes that were shipped with the ‘registered’ delivery method, we can offer other solutions because the parcel can be tracked and certain people can be held accountable for the delay.

What happens if my box is returned to The Coffeevine?

In the past we’ve had a few cases where our boxes were sent back to us due to different reasons, ranging from ‘Customer not known’ to ‘Unclaimed’ or ‘Refused to accept delivery’.

In some cases, when we review the shipping addresses entered by our customers we do further checks to verify a postcode or house number to be sure that our boxes will be delivered without any issues. If a box does get returned, we can either include the coffees in your next shipment or, for a fee, get the box on its way again.

We do our utmost to continuously improve our service and to address everyone’s comments or feedback and always try our best to deliver the best possible experience, every month. However, it is not always possible for us to fulfill this mission. Therefore, we ask for your understanding.

If you are unhappy with our service, you can cancel your subscription at any time, but of course we we will do our best to improve our service wherever we can.