When do you roast?

Our production days are Tuesday & Wednesday 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 flavours. 
 

Do you have different profiles for each coffee?

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

Quality

 
My favourite coffee is sold out, when will it come back?
All our coffees are fresh and are sourced seasonally, so, unfortunately, it isn’t always
possible to get the same coffee in again.
 

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 de-gas to
achieve the best brew.
 

How long will my coffee last after roasting?

 
We recommend consuming your coffee 4-6 weeks of 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 prepare your coffee?

Our brew guides offer some assistance for home brewing techniques such as V60,
Aeropress, Stove Top, French Press. You can find these guides here.

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Where do you ship?

We offer to ship internationally.
 

How much is delivery?

All UK deliveries are Royal Mail Signed For, 1 st  Class.

UK:

UK orders under 2KG will be shipped free of charge within 24 hours of completion.
Up to 2KG : Free
2-5KG : £6.95
Please contact us via hello@39stepscoffeeroasters.com for 5 KG+ orders to get a specific quote
 

Europe:

0-2KG – £7.95
2-5KG – £25
Please contact us via hello@39stepscoffeeroasters.com for 5 KG+ orders to get a specific quote

Rest of the world

0-2KG – £10
Please contact us via hello@39stepscoffeeroasters.com for 2 KG+ orders to get a specific 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.
 

All international deliveries, delivery charge and times may vary.

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

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How does it work?

Our monthly recurring subscription service starts from £8.50, delivering a different coffee
each time. This is available weekly, fortnightly or monthly. The monthly subscription will
continue until you cancel, this can be done at any time. We also offer a special bundle deal
for a 6 or 12-month subscription shipped monthly. The payment for this is a one-off upfront
and will automatically finish after 6 or 12 months.

When will I be charged?

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@39stepscoffeeroasters.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.

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.

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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.

Payments for six months subscriptions will be taken from your nominated account for a one-
off £50 payment.

Payments for twelve months subscriptions will be taken from your nominated account for a
one-off £100 payment.

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What Is Your Refund & Return Policy?

We will accept returns of any equipment or faulty goods. Equipment or merchandise must
be returned unused in its original packaging to The Roastery, UNIT 8, GATEWAY BUSINESS
CENTRE, 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.

Whille 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@39stepscoffeeroasters.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.

Purchase return address:

39 Steps Coffee Roasters
UNIT 8, GATEWAY BUSINESS CENTRE, TOM CRIBB ROAD,
WOOLWICH
LONDON
SE28 0EZ
Please include a copy of your invoice.

When will I receive my refund?

Your refund should be processed with 3-5 working days.

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

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

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