Frequently Asked Questions

Check most frequently asked questions here, if you still need help then please contact us at support@javahubcoffee.com or chat with us between 9.30am and 5.30pm every weekday.

COVID Specific

Yes, JavaHub continues to serve customers. You can check the current delivery times at order checkout or via My Orders on our app. Due to the Covid-19 pandemic, we are experiencing delays from our suppliers which may affect dispatch times.

According to the WHO, “The likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, travelled, and exposed to different conditions and temperature is also low.” You can find the latest information on COVID-19 on the information pages of the UK Government and the World Health Organization.

Yes. Most of our coffee subscriptions and deliveries are designed to fit through your letterbox to rule out any contact, although depending on your order this cannot be guaranteed. In this case, JavaHub's delivery associates and partners have been advised to reduce contact with customers, this may include placing packages at the your doorstep and stepping back.

In order to protect customers and their neighbours, we will avoid delivering your order to a neighbour.

As Covid-19 has spread, we’ve seen an increase in people online activity as well as delays with all courier services across the country. As a result, estimated delivery times for some items may be longer than usual at the moment. This includes our standard and next day express delivery which may also take longer than usual.

Delivery

With the current worldwide pandemic we’ve seen an increase in consumer online activity as well as delays with all courier services across the country.

As a result, estimated delivery times for some items may be longer than usual at the moment. This includes our standard and next day express delivery which may also take longer than usual.

Adding to this, we rely on some distribution networks direct from the supplier so some deliveries may have a delayed dispatch but we will notify you accordingly.

Please see all DPD updates here regarding the current pandemic.

If your order is 3 bags or less it is sent in letterbox friendly packaging and should be posted through your front door.

N.B. Not all letterboxes are created equal and we have found in some cases our box will not fit through small letterboxes or those with a cage on the inside of the door.

For all other deliveries, you will have been told or given the choice of either Royal Mail Tracked or DPD next day for delivery.

Royal Mail Tracked Services:

You can track your order with your delivery number here (you will have received an email or SMS with this).

If you're not going to be in you can provide details of a safe space or neighbour to leave your order with here. If you're not in when the postman attempts delivery and no safe space is given, they will leave a card with instructions on how to collect your parcel.

DPD Courier Services:

You can track your order with your delivery number here (you will have received an email or SMS with this).

If you're not going to be in you can provide details of a safe space, neighbour or change your delivery day using the DPD delivery app, which you can download here.

If you're not in when the courier attempts delivery and no safe space is given, they will leave a card with instructions on what happens next. 

When we have your order ready to leave us we will create the label for your items, but this does not mean that our delivery company has collected your item(s) therefore it may show as they 'haven't received your item' but in most cases this is due to it not being scanned in at the depot.

If you're unsure about this, feel free to contact our support team.

If there has been a delivery issue or your parcel has exceeded its collection period, DPD & Royal Mail will return the parcel to us as sender. Please contact with your order details, we’ll be happy to arrange for the parcel to be redelivered to you, once it arrives.

To avoid missing your parcel, we recommend checking your delivery address is correct before placing the order and once it’s despatched, checking the delivery status via the tracking number.

When we receive a returned parcel, we will always endeavour to contact the customer and offer redelivery. If we do not hear back within 2 weeks of contact, the coffee will be donated. 

Your item may arrive with Amazon, this due to some of our stock being held in Amazon Storage ready to be fulfilled via Amazon. In some cases where stock is lower at JavaHub, we look to distribute via Amazon network to speed up the process.

This also means that occasionally your full order can be delivered separately. 

For UK Orders:

Up-to £10 Spend is £2.50 delivery.

Up-to £40 Spend is £3.00 delivery.

Up-to £90 Spend is £4.00 delivery.

Anything over £90 is FREE delivery.

All UK Subscription Coffee including 'JavaPlus' orders are FREE delivery.

Yes, currently we ship to Europe. We can send to other countries outside of Europe, so please contact us to verify costs of delivery.

All international costs are calculated on checkout, and you'll be notified of this before processed.

This isn't something we currently offer but it is a feature we're looking to provide in the near future. 

Online Ordering

There are a few reasons why this might be... 

  • You need to re-activate your email address, if this is the case please get in touch and we can sort this for you.
  • Previously you have checked out as a "guest" in which case you will need to register for an account. You can do this here
  • You subscribed to our coffee on our old software. We’ve now upgraded our system to allow for better access for our customers so please contact us to re-align your account with the new options.

If none of these fix the problem, we suggest you try resetting your password by clicking on the "forgot your password”. Click here 

Follow the link you received in your order confirmation email and it will take you to your order page with the status of your order. 

Or you can login to your account (if you've created one) and click on the order number in your order history list. 

No problem. Click on "Forgot your password" link under the account login area. 

This will direct you to a form to submit your email address. We'll send you out an email to change your password, provided that email address is registered for an account. The email might not send immediately so please wait a couple of hours before contacting us (and don't forget to check your "junk" folder). 

If you’re still struggling please get in touch via chat or email. 

Get in touch with our team via email or chat and someone will be happy to help you.

Once an order has been paid for and processed, we are unable to change it.

However, if you contact our customer service via chat or email as soon as possible then, provided your order has not been fulfilled, we'll be happy to change or cancel/refund your order for you.

If your enquiry is in regards to your subscription items, you can ‘swap’ your items in and out via your ‘subscriptions management’ page in your account login. 

Yes we offer subscription options on all our coffee bags, and also our monthly subscription box the 'JavaPlus' box. You can swap your blends every month if you wish just by logging into your account. 

You don't need to sign in or create an account to order. Instead you can checkout as a ‘Guest’. 

Please bear in mind this will mean your order isn't stored on our website for future records. Creating an account allows you to do things like ‘Reorder’ again quickly, track your order, see all your invoices in one place and keep an address book of contact details. 

Yes. JavaHub is committed to protecting your privacy and promises not to share any information we collect with any third party. 

Our website uses https, a more secure protocol, meaning your data and most importantly your payment is encrypted and therefore better protected. Look for the padlock sign on your browser. We use Stripe Payments, Google and Apple Pay for our card payment handling, some of the largest and most trusted payment handling companies in the world. 

Returns

Here's a brief overview about our returns policy...

We can accept returns of machines and equipment, as long as they are still in the original packaging and not used, within 30 days of receiving your item(s).

We cannot except returns of coffee, syrups or any other perishable goods.


For our full returns policy, please click here. 

We do not pay for the shipping of a return item unless it is a mistake made by our fulfilment team e.g. wrong item or there is damage to the items in question.

We are currently in the process of building a returns portal for our our site. But currently please just return to the address below, and please include a bit of paper inside with your NAME, ORDER NUMBER & ADDRESS.

We recommend on returning your items you use an insured delivery surface to protect against damages.

Packaging & Coffee Bags

Our coffee bags are constructed from paper/aluminium/PET/PE to keep the coffee fresh. It is only recyclable in some boroughs/councils due to the mix of materials that need to be separated to be recycled. 

While we cannot compromise the freshness of the coffee, we are working on fully recyclable solutions. All our paper materials are FSC and recyclable (including the box around the retail packs, and all leaflets, corrugates and outer packaging). 

100%. One of the major issues that hits our news is the amount of litter, plastic and waste that is clogging up our streets, rivers and oceans. A big contributor to this is the 7 million used coffee cups, from the franchises we all know and love, littering our streets each day. To combat this, all our packaging can be recycled. We even use paper bubble wrap, and craft paper to protect our items instead of plastic based items.

If you have any recommendations regarding how we can improve this, we would love to hear from you.

Unfortunately we cannot be liable for any of our suppliers or manufacturer packaging of machines and equipment.

Please report this to us straight away so we can report this to our delivery company. If you can send imagery this will help us with our enquiry.

Coffee Questions

Yes. We adopt a direct trade model to ensure an above fair trade price with our suppliers.

At JavaHub, we roast our coffee 5 days a week, Monday to Friday, from 8am - 5pm. Roasting coffee everyday means you will always receive our most recent roast.

We will check our orders every morning, Monday to Friday (exc. bank holidays), at 7.00 am and create a roast schedule accordingly.  We aim to despatch all orders placed before 7.00 am on the very same day. Orders received on Fridays after 7.00 am will be roasted and despatched the following Monday. 

In a worse case scenario the coffee will be sat for up-to 4 days before being dispatched.

Our "flavour notes" are the tastes flavours in the brew that remind us of particular fruits or food items. 

Our team of coffee tasters are passionate about memorising all types of flavours they encounter daily and are trained to recognise them in coffee.

If you believe you get different taste notes from our blends we would love to hear from you!


 

In our experience some coffees have natural characteristics that make them more suitable for one brewing method than another. We have tremendous respect and admiration for the hard work that coffee growers put into their craft, and avoid insisting on a specific brewing method for a particular coffee; we’d prefer to use the brewing technique that reveals the best expression of flavour. 

As a rule of thumb, espresso machines will make your cup more intense and acidic than filter brews so we tend to choose balanced coffees with a low acidity. On the other hand filter coffees can bring out clearer and more distinguishable flavours so we tend to place complexity and sweetness over perfect balance. These attributes are not set in stone for us but are helpful guidelines. There are indeed exceptions, and sometimes some coffees work very well for different brewing methods. 

  • Pick wholebean if you have a grinder or a bean to cup machine
  • Cafetiere grind for a Cafetiere or French press
  • Filter grind for any filter method including V60, Chemez, filter machine, aeropress and stovetop / moka pot or any pour over method
  • Espresso grind for an espresso machine only 

We have plenty of documents, personal experiences and research that we can use to give your more detailed advice, so please don't hesitate to ask.

We use the CO2 process. This means only ingredients used in our decaffeination process are water and carbon dioxide.

Water steam is passed through the un-roasted coffee beans to open their pores. Liquid CO2 is poured onto the beans and (Carbon Dioxide) is then pumped into an “evaporator” where it is turned back into a gas. This is where the caffeine is separated. It will then be re-pressurised into its liquid form and re-introduced into the coffee beans. This is a slow process that goes on until virtually all caffeine has been removed from the seeds- this can take up to four days! 

There are several opinions in the coffee industry around storing coffee at home. As a reminder, here is our view on the matter: 

Fresh air is coffee's greatest enemy. Oxygen and moisture within the air are quickly absorbed by the roasted beans, at the expense of their inherently delicious flavours. 

When a bag is opened, in general, wholebean coffee begins to lose its flavour when left out after one week, while ground coffee can do so within an hour of opening. If you are using wholebean coffees, store them in their bags at room temperature, out of direct sunlight. 

Never store your coffee in the fridge – not even in an air-tight container. Fresh roasted coffee is incredibly hygroscopic, and will quickly absorb odours in the air. A fridge normally contains strong aromas, which will then be transferred to your cup. 

The best way to store coffee is in the freezer. This is because the inert environment will help to lock in the fine flavours over a much longer period of time. This method of storage is especially recommended if you are a low volume user of fresh, ground coffee. 

When taking coffee out for brewing after freezing it, always ensure that you take out only as little as is needed, and return the rest of the pack back to the freezer, immediately. This is because if kept out for long periods of time, condensation will form on the grounds, and thus destroy the flavours – particularly if this water is then re-frozen. Coffee does not like frequent extreme changes of temperature. 

Having said all that – best way is to drink your coffee quick while it’s fresh! 

Yes. We have recently launch our wholesale coffee and have partners for wholesale equipment being set up. For prices simply sign up for wholesale access here.

Subscription

We've recently updated our subscription software to improve the customer experience and allow you to be able to do more with your subscription.

With this being done, we had to remove all accounts on the old software. If this is you please get in touch to get reassigned or just start a new account clicking create an account on the login page.

Great to hear! Swapping your coffee selection could not be easier. Just click on the 'Manage Subscription' button on your account.

Then, click on 'Products in your subscription' and then choose what items you would like to swap. It will then give you an option of what is available to change it to.

You can do this as many times as you like.

Machines & Equipment

In most cases the machine you have purchased has 2 years warranty direct with the manufacturer. But in some cases this can be extended by filling in a form from in the box or with some of our suppliers they just hold a higher warranty (e.g. Moccamaster items are 5 years). 

If you would like to know the specific warranty on the product just our our team.

Klarna

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by JavaHub and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the ​Klarna app​.

To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.

Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor JavaHub run credit searches against you that could impact your credit rating.

Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.

Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.

As soon as JavaHub have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.

Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at JavaHub from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience. Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time.

You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.

Payment information is processed securely by Klarna. No card details are transferred to or held by JavaHub. All transactions take place via connections secured with the latest industry standard security protocols.

Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.

Once JavaHub has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.

In the event that your goods have not been received please call JavaHub to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.

Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

You can log in the Klarna app or at​ www.klarna.com/uk​, where you will find all of your orders and payment schedule information.

Visit Klarna app or ​Klarna’s Customer Service page​ for a full list of FAQ’s, live chat and telephone options.

Christmas

Each product has different times in which we can guarantee that it be delivered in time for Christmas. Please see the product page which shows a countdown with the amount of days remaining to guarantee delivery of that item specifically.

Items purchased between Thursday 19th November 2020 and Thursday 17th December 2020, can be returned until Friday 15th January 2021. Any purchases made after the 17th December 2020, the standard 30 day refund policy applies. 

All FAQ's are updated regularly, but if you want to verify any of the details above please don't hesitate to get in touch.