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Delivery

How do I track my order?

We have a tracking portal here.
All you need is your order number and email address. Or the tracking number if you have it.

You will also receive an email when your order ships with details.

Any problems just contact our Customer Support team and they will be ready to help you.

Do you ship to International PO Boxes or a PO address?

There are restrictions on international orders.
Unfortunately we cannot ship to an international PO box or APO address.

Please contact our Customer Support team if you have further questions or concerns.

What delivery options do you offer?

UK Delivery*

Standard Delivery

Standard delivery is usually delivered within 5 working days of your order being placed.
UK Standard Delivery is £3.99 if your order is less than £40 or FREE if your order is over £40*.


Express Delivery

Express delivery is a 1-2 day service, available to UK mainland addresses on orders placed before 1:30pm.
Express delivery is charged from £5.99

British Isles

Standard Delivery to Guernsey, Isle of Man and Jersey is £18.00.

* Next Day services are not a guaranteed service
* Order cut off is 1:30pm Monday to Friday on England working days.
* Prices shown include VAT
* Some of your items may be delivered separately as orders are occasionally dispatched from different locations.
* Orders typically ship with Yodel or Parcelforce.
* Coffee beans are not available on an express service 

European Delivery

Standard Delivery

Standard delivery is usually within 2-15 working days from time of order. 

Standard Delivery is calculated at checkout. 

For Ireland we cover all import costs from the courier and ship DDP.
You pay Duty and VAT at checkout and then you receive your item, hassle free.

For the rest of Europe your order will ship DDU and all import duty and custom fees remain the responsibility of the buyer.

 

Rest of the World

Prices and delivery options will show at checkout. If your order is heavy or large we may contact you with extra delivery charges, we will contact you before we ship your order.

If you have any questions don't hesitate to contact us.

All Import duty and customs fees remain the responsibility of the buyer.

How does Standard UK shipping work?

If your order is with us by 13:30 on a working weekday you should expect to receive your order within 3-5 working days. 

It will typically ship with Yodel or Parcelforce. This is determined by the weight, size, and delivery address.

If you haven't received your order please contact our Customer Support team.

How does Express UK shipping work?

If your order is with us by 13:30 on working weekday, you should receive your order 1-2 working days after this.

We typically send Express orders by Yodel or Parcelforce. This is determined by weight, size, and delivery address.

If you haven't received your order by this time please contact our Customer Support team.

What happens if I missed my delivery?

If it wasn't left in a safe place or you were out, you may have received a calling card, if not your tracking will show next steps.

High value orders will require a signature, so safe place deliveries may not be allowed.

For Yodel there will be instructions on the card but they can also be found here.
For Parcelforce, there will be instructions on the calling card but they can also be found here. 
For UPS International deliveries instructions can be found here.

Will my delivery be charged custom and import charges?

Custom and Import charges are charged once an item has arrived in its destination country.

Unfortunately, we have no control over what these charges are, as Custom and Import policies vary from country to country.
We would advise that you find out what these charges may be before you place your order.

Custom or Import Charges are not applicable for orders within the UK.

For orders to Republic of Ireland we send Parcelforce with Duty and taxes paid. 

Order Queries

Where is my order?

Your order should arrive within the time frame of your chosen delivery method, which you can double-check in your order confirmation email. You will also receive a tracking link in this email so check this out for any delivery updates.

If the delivery time frame has passed and you’ve still not received your items, please get in touch with our Customer Support team with your order details. Please make sure to send us your order number so we can investigate your order status for you.

Can I cancel my order?

If you made a mistake or just changed your mind. Contact us within 30 minutes during working hours we can usually cancel your order straight away.

If it's too late you can return your order for a refund within 30 days.

Can I amend my order?

If you make a mistake and contact us within 30 minutes we can usually amend your order straight away.

If it's too late you can return your order for a refund within 30 days.

Where's my order confirmation?

Once you have placed an order, you should receive an email confirmation sent to the email address you provided at checkout. If for some reason, you did not receive this email, please check your spam/junk folders.

If you still cannot find this, please log into your account to check that your order was initially processed, and if you are still having problems please contact us!

What if I received the wrong item?

We are sorry that you have received the wrong item in your order!

If you're a UK customer, please return it using our free returns service.

If you want to replace the item, please contact our Customer Support team, where a member of our customer service team will help you further.

If you are an international customer, please contact our Customer Support team, where we will be able to advise you further on the next steps.

What if an item was damaged?

We are sorry that you have received a damaged item in your order!

Please contact our Customer Service team and have a photo ready for the team. We will prepare a replacement straight away.

I purchased a pre-order item, when will it arrive?

We will place the estimated delivery date on the product page. If this date changes will always keep you informed.

If you have any questions or want to cancel at any time just contact our Customer Support team.

Can I combine my pre-ordered purchase with other items?

Of course, but if you want to receive your non-pre-ordered products as soon as possible, we strongly recommend ordering them separately. Ordering your non-pre-ordered products with your pre-ordered products may delay shipment of your entire order.

Payment

What payments do you accept?

We accept payments from all major credit and debit cards.

• Amex
• Visa
• Mastercard
• Apple Pay
• Google Pay
• Maestro
• Shop Pay
• Paypal
• Clearpay

I'm experiencing problems paying

Oh no, sorry! Please try an alternative method or use your card through PayPal.

Otherwise please contact our Customer Support team and they will help you.

How does ClearPay work?

For information checkout ClearPay page here: https://www.clearpay.co.uk/en-GB/how-it-works

What currencies can I use?

We accept GBP.

Do you sell Gift Cards?

We do! To buy one of our Gift cards click here. The card will be issued instantly and ready to use.

How long do I have to use my gift card?

You have 2 years from the date of purchase.

Coffee

What delivery options do you offer?

Coffee is only available with standard shipping to the UK.
(please note, we have a small number of roasters who are unable to ship to Northern Ireland - Cold Blow Coffee and TCC Coffee Roasters)

Where is my coffee?

Coffee is shipped directly from the roaster to ensure it arrives fresh. This may mean your order arrives in multiple shipments.

Products & Stock

Can you tell me more about a product?

We try to include as much information as possible on a product page but if you have more questions please reach out to our Customer Support team via Chat or email and we will get any extra information you need.

I cant find an item I'm after.

We have a super duper search program on our site. If you click on the spyglass in the top right corner it will open up our search bar so you can hopefully find what you're after.

If you still can't find it and it's a brand we stock please reach out to our Customer Support team and they will help you.

How do I find out if you will be getting more stock of an item I'm after?

Some of our items are super popular and sell out very quickly. We have the ability for you to leave your email or mobile number to be notified when we have more stock come in. This is the quickest way to be notified as soon as stock arrives.

I received a Back in Stock email but when I go to buy its out of stock!

When you sign up for our restock email notifications you’ll be updated as soon as possible, even if only a small number of units are available in stock.

On this occasion, it seems like the item became sold out again before you had a chance to buy it! Keep your eyes on your emails for possible future notifications though. 

Do you offer a warranty on your products?

Yes. Most of our products have a 1-year warranty. 

We will help you with a repair or replacement item. Please contact our Customer Support team. 

All warranties are UK-based and if your items are outside the UK you will need to arrange to ship the item back to the UK if this is needed. Our Customer Support team will help with this.

Returns & Refunds

How do I return/exchange an item?

For UK Customers

We offer FREE 30 day returns for unwanted items for a full refund*. We will happily exchange or refund at no cost.

Returned items should be unused and must be returned in original packaging with any enclosed documentation. We will issue a full refund or exchange on receipt.

We use Collect + for easy returns. Click here to return an item.

If you have requested an exchange, please allow 7-10 days for this to be processed and your exchanged item(s) to be sent out to you.

After 30 days we will accept a return for a credit up to 6 months. It's your responsibility to cover the cost of shipping the item back to us. We will then issue a Store Credit Voucher. Store credit will expire after 12 months from the date of issue. Contact our Customer Support team to return an item after 30 days.

International Returns

If you are returning item(s) to us from somewhere that isn’t in the UK, please note that returns are only free for our UK customers. Please include your packing slip in your parcel. You'll need to pay yourself to send back any unwanted items but please feel free to use the cheapest delivery service available in your country.

Please contact our Customer Support team if you require a returns note to be emailed to you. Please make sure to always obtain proof of postage and keep this safe until you’ve received confirmation of your return, in case we need to see it later on. 

Parcels can take up to 21 working days to reach us and then the refund will land in your account within 5-10 working days once processed.

*Coffee and filter papers are not included in this unless the product is damaged on arrival or the product is incorrect due to a fault by Coffee Hit.

The Comandante grinder box seal must be intact, for a return or exchange.

How does Collect+ work?

IT'S EASY AS 1, 2, 3!

1. Head over to this page, create your returns label, and stick your returns label on your parcel.

2. Drop off your parcel at your Local Collect Plus point.

3. Keep your receipt and track your return online.

Please allow 3 working days for us to process the refund or exchange.

Can I return a gift I received?

Yes, of course. Ask the person who bought the gift to reach out to our Customer Support team and they will arrange a return label they can pass on to you.

We can then exchange the item for another item, refund the person who bought the gift or issue a Gift card for you.

Can I return items purchased with a Gift card?

Yes, of course. Once an item is received back we will refund onto the Gift card that was used to make the purchase.

Can I get a refund if the price has changed since I ordered it?

If within 14 days of your order the price is lowered (not raised obviously!!) you can claim a refund of the difference.

After this, we are unable to offer a refund on the price difference.
(please note this does not apply to coffee)

I paid with ClearPay how do returns work?

They work the same way as normal returns. Once we receive your returned items we will refund your ClearPay account and your balance owed will be reduced.

I purchased coffee can I return this?

Unfortunately, we cannot accept returns of coffee.

I purchased filter papers can I return these?

Unfortunately, we cannot accept returns of filter papers.

Product Personalisation

Do personalized products have the same warranty as Fellow's other products & can they be returned?

Yes! Personalized products fall under the same 1 year warranty as their non-personalized counterparts

Personalized Fellow products are final sale and can not be returned unless there is a personalization error or damage to the item upon delivery.

What if I'm having trouble creating the design I want on the website?

If you are having trouble using our online design tool, please get in touch with us via our online chat or by telephone.

How will I know if my personalized product design has been approved?

When your design has been approved, you will receive an email letting you know that your product is off to be personalized. In the event that there is an issue with your order, or your design is not approved, you will be notified via email and provided with an explanation and potential next steps.

How long will it take for my personalized product to ship?

We aim to get them in the mail as soon as possible! Please allow us up to 7 days to personalize your order. When your product ships, you will receive an email with tracking information.

Please note: If you have ordered other items, your order may be split.

La Marzocco

We will work with you and LM regarding any colour choices/customisations for your chosen machine.
Please note - once a custom order has been approved/paid all sales are final.

(personalised units cannot be returned/cancelled)