FAQs

FAQs

ACCOUNT

How do I log into my account?
Access to your account can be found here or at the top right-hand side of any webpage by selecting the profile icon in-between the search and cart icons.
You can make a purchase with Carringtons Coffee Co using the guest checkout however this means you do not have an account with us. By creating an account you can take advantage of rewards and manage your subscription.
 
I tried to log in but it says I don’t have an account with you?
If you purchased from Carringtons Coffee Co. using “Guest Checkout” you’ll need to create a customer account with the original email address used.
To create an account and manage your purchases, follow this link and 'Sign Up' using the email you used for your previous purchase. This will connect previous purchases to your new account.
 
Can I change my name/email address?
You can edit your name, email address and phone number. Click Edit next to “Account info”. This option is under Manage Subscriptions, even if you don’t currently have an active subscription.
 
ORDER
 
Can I change my order?
We can only change orders that have not been processed for shipping. To make changes to your order, please reach out to us by submitting your request via "contact us" form.
 
I am missing an item from my order
If you are missing an item from your order please get in contact with us with your order reference. We will get your missing item shipped out to you as soon as possible.
 
I have received an incorrect item in my order
If you have received an incorrect item in your order from us, please contact us here and we will get this corrected for you as quickly as possible. We will need your order details and details of the error made with your order.
 
How do I cancel my order?
If you wish to cancel your order, you can send an email here.
 
How do I add or remove products after placing my order?
Once you have placed your order you will not be able to make modifications on the website. Please contact us immediately on WhatsApp +447880611027 or email us at info@carringtonscoffee.com and we may be able to help you out. 

RETURNS & EXCHANGES

Do you accept returns?
As coffee is a perishable item we cannot accept returns. However, if there have been any issues with delivery or your purchase please contact us at info@carringtonscoffee.com and we will be in touch to find a resolution.
 
Can I exchange an item?
As coffee is a perishable item we cannot accept returns and therefore we cannot exchange an item.
 
SHIPPING
 
Where do you ship?
We can ship to anywhere in the world. Please reach to us if you are outside of the UK and would like us to ship to you. For UK orders delivery is free and sent Royal Mail, 2nd class. We offer tracked shipping to all international destinations and the shipping costs will be calculated at checkout. Costs will vary depending on the size and weight of the order.
 
How long will it take to ship my order?
Your order will be shipped within three days of purchase, excluding weekends and holidays. If we are unable to fulfil your order in any way then we will get in touch with you.
 
Postage
For all UK orders and subscriptions, delivery is free. We use Royal Mail second class postage for all orders under 2kgs, this is an untracked service. During the festive season we use Royal Mail first class for orders under 2kgs. For orders over 2kgs we normally use UPS but may use a different service.

ROASTED COFFEE

What grind should I choose?
All coffees are available as either whole bean or a variety of grinds. If you are buying coffee as a gift and you are unsure what grind level to go for, and don’t want to ask the recipient, we suggest buying a Coarse grind. 
 
If you have purchased a subscription for them they will be able to contact us to change their preferences after their first delivery. 
 
We offer 3 grind levels
* Coarse - for Cafetiere and Cold Brew - EK43 No. 9/10
* Medium - for filter, AeroPress and Chemex - EK43 No. 6/6.5
* Fine - for Moka Pot and Espresso - EK43 No. 2/3
 
Where possible the best way to purchase Carringtons Coffee Co coffee products is to buy whole bean and to grind at home. We roast fresh and grinding at home will vastly improve your coffee experience allowing you to dial in the best recipes.
 
Why do you medium roast everything?
To honour specialty grade coffee we aim to extract lots of desirable natural characteristics during the roasting process. In order to showcase the coffee’s origin we normally find a medium roast works best. By medium roast we mean a small but mightily important window, where all the magic happens, between first and second crack. We determine whether a light/medium, medium or medium/dark roast is our chosen recipe for a particular coffee after multiple tasting sessions, evaluating the coffee.

SUBSCRIPTIONS

I can’t login to my Carringtons Coffee Club subscription, what do I do?
If you've subscribed to Carringtons Coffee Club using “Guest Checkout” you’ll need to create a customer account with the original email address you used to purchase your subscription.
You can create an account here.
Upon completion choose "Manage Subscription" from your account page.
If you have any problems please WhatsApp us at +447880611027 or send us an email at info@carringtonscoffee.com.
 
What changes can I control from my Customer Account?
  • Change FrequencyView/Update Payment Information
  • View/Update Payment Information
  • Update Address
  • Update Shipping Method
  • Change Upcoming Order Date
  • View Upcoming Orders
  • View Transactions
  • Change Product Quantity
  • Cancel Order
Why are there only 2 subscription dates a month?
It allows us to collate all Carringtons Coffee Club subscriptions and roast in one or two sessions before shipping in one batch (twice a month). It helps us to plan our seasonal offerings and enables all club members to experience the coffee together.
 
Can I change how many bags I receive?
Yes. You can update your Carringtons Coffee Club monthly subscription via your customer account. Make sure to confirm your changes by clicking “Update”.
You can add as many subscriptions as you like to your account.
 
Can I change my delivery address?
Yes, you can. By default, your change of delivery address only applies to the subscription you are editing. If you have more than one subscription on the go you will need to update each individually. This is in case you have subscriptions set to go to different addresses already. Make sure to confirm your changes by clicking “Save Changes”
 
Can I change my Credit Card details?
Yes! In your customer account choose to update Payment Information, then click the button [Change Payment Information]. You will be sent an email with a secure link to change your payment information. 
 
I want to cancel my subscription. What should I do?
We’re sad to see you leave and hope you come back to us one day. If you’d like to talk to us about your subscription you can message us at info@carringtonscoffee.com or WhatsApp us at +447880611027.
To cancel your subscription you need to login to your account and select “Manage Subscription” and then “Cancel subscription”.
 
Can I pause my subscription?
Yes, you can pause your subscription at any time. Perfect for when you're away on holiday.
To pause your subscription you need to login to your account and select “Manage Subscription”. Within your Active Subscription, where it says “Next Order & the date” click “Pause future orders”. It will then say “Next Order: Subscription is paused” When you are ready to resume your subscription, just click “Resume Future Orders” Alternatively you can skip specific shipments in the “Manage upcoming orders” section. 

GENERAL

Do you have physical stores?
No we don’t have our own store, our roastery is at Kenyon Hall Farm, Warrington, Cheshire, WA3 7ED. It has a farm shop and café and you can order Carringtons Coffee online to pick-up in store at the tills. Some of our coffee selection is available on the shelves at Kenyon Hall Farm for you to buy without pre ordering and the brewed coffee in the café is ours too!
 
Do you offer a referral program? How does it work?
Yes! Join our rewards program and earn you and a friend £5 each when you refer someone new to Carringtons Coffee Co. You will receive and email with a discount code when your friend has redeemed theirs.
 
Can I use multiple discount codes on the same transaction?
Only one discount code can be used on a single transaction or a cart. This includes automatic discounts in the cart.