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FAQs

Shipping & Delivery

When will I get my order?

We aim to despatch all orders the next working day and depending on your courier option your coffee will be delivered to you in 1-4 working days. We will send you an email to let you know once your order is on the way. 

Please get in touch if you are still waiting for your coffee order.

How do I get free shipping?

When you spend over £40 or subscribe to any product, this will automatically be applied to your cart based on what you have in your basket.

What delivery options do you have? 

Our orders are sent via Royal Mail 48hrs, PackFleet or DPD. You have an option to select this at the checkout. Orders are despatched the next working day. Any subscription order is dispatched by Royal Mail 48hr.

Do you ship internationally?

Yes we do. Customs have strict importing regulations which are outside our control and have caused problems when trying to ship our coffee to customers in countries including Qatar, Mexico, some countries in Africa and the Middle East. For the full list of countries we cannot currently ship to, please contact us.

If you are sending coffee to any European or rest of the world country, you will be charged between £10.00 and £20.00 for delivery at checkout - depending on location and weight.

Is my delivery letterbox friendly? 

  • If you only purchase 4 boxes of pods, they will be delivered in letter box friendly packaging 
  • If you only purchase 1x 200g of coffee, it will be delivered in a letter box friendly sleeve

All other coffee orders are not letterbox friendly, but you will be able to let your courier know a safe place once you have received the tracking details. 

How do I select your zero-emissions delivery partner? 

If selected at checkout, all our London orders are delivered by Packfleet. They're a zero-emission courier that uses all electric vans and plants a tree for every parcel — plus they have great tracking and control options for your deliveries. When they collect your order from us, you'll receive a text or email telling you when they're going to deliver and letting you change the delivery and add instructions. The next morning, you'll receive an exact 1 hour time window for when they'll arrive and can track the delivery to your house. You can also track your order by going to app.packfleet.com/track at any time.

Coffee

What grind should I choose?

Typically, fine grind is for espresso machines however, for low pressure machines like SMEG, Dualit and the smaller Sage machines we recommend medium grind. All other brewing equipment like Cafetiere, Moka Pot, Aeropress, V60 are best with medium grind. Please get in touch if you are having issues with the grind.

My fine grind isn’t working

The grind we offer is a generic espresso grind should work in most domestic espresso machines, but as you can imagine there are just too many out there to cover them all! For the bag that you have still to go through, I would suggest you add less coffee to your dose so the flow of water finds less resistance and your machine complains less, I'd recommend using a scale and weighing 13-15g (normally you would add 17-19g).

If your machine requires a grind of such specific size, I recommend buying a grinder so you can experiment around getting the perfect experience. This way your coffee also tastes better when you ground it the same day you are brewing it.

How long does the coffee last? 

Typically, the coffee you’ll receive will have been roasted within a week. We recommend the coffee be consumed within 5 weeks (although it can still taste great after this).

What decaffeination process do you use? 

We use the CO2 method for decaffeinating the coffee. The green beans (un-roasted) are soaked in highly compressed carbon dioxide for about ten hours, which extracts the caffeine from the coffee. It's a natural and chemical free process which preserves the flavour in the coffee. You can purchase it here.

What is the Great Taste award?

Great Taste is the largest and most trusted food and drink accreditation scheme. We have been entering our products since 2018 where they are put to a panel of over 500 experts. We can proudly say that we are a Great Taste Producer with 6 Great Taste awards across our online product range.

How should I store my coffee? 

Keep your coffee tasting great by storing it at room temperature in an airtight container.

If we're getting scientific about it, freezing coffee can be a very effective means for storing your beans or ground coffee without compromising quality, but only if you make sure that it is packed in a completely moisture free environment. If you don't have a vac-pack machine, we don't recommend you try this at home.

100% Home Compostable Pods

What are the pods made from? 

Our innovative capsules are made of natural material derived from 100% biobased cellulose and vegetal oils – in simpler terms this means they are entirely organic and biodegradable. And a perfect cup of coffee is always guaranteed thanks to a barrier to oxygen level.  

How do I compost the pods? 

The pods are “OK Compost Home” certified and will decompose within 180 days at ambient temperature – quicker than an orange peel! Just pop it in your home garden compost and watch it decompose. If you don’t have access to a home compost, just pop it in your general waste bin – this is still far more environmentally friendly than other coffee pods. 

What machines are the pods compatible with?

Our pods are compatible with the original Nespresso® machines. These are not compatible with the Vertuo Nespresso® machines.

My pods aren’t piercing properly

We would recommend you give the pods a good shake before inserting them into the machine. And purge water through the machine in between each pod, it helps heat up the machine and get it ready for your pod. If it's not piercing well, try and push down hard after you've put the pod in. The compostable material that we use might have a bit thicker film than the other pods you have tried.

I’ve mixed up all my pods and I don’t know which one is which

We’ve made it easy for you to differentiate between the flavours using colours. The colours of the pods are a more pastel version of the pod box themselves.   

POW! You’re awake. - PINK 

Mmmm.. Time for a treat. - YELLOW 

This. All Day. Everyday. - ORANGE 

HOW?! Is this Decaf - GREEN 

Returns & Refunds

What if I am not happy? 

We always love to hear from you and consider feedback a gift whether it's good or bad. If you are missing an item or have received an incorrect or damaged item, please contact us by emailing our team at orders@volcanocoffeeworks.com. We aim to respond to all emails within 24hr Mon-Fri. 

Any coffee product from our beans and ground range cannot be returned or refunded unless it is incorrect or damaged. This is due to the perishable nature of the products. 

Contact us

Visit our cafe

Visit our West Norwood Volcano Cafe where you can drink coffee just meters away from where it's been roasted! Head to Volcano Coffee Works Cafe, SE21 8EN 

Drop in to the office

Volcano Coffee Works' head office is based at 244 Ferndale RoadSW9 8FR

Give us a call

We love to chat, call us at +44 (0) 203 876 0876

Send us any questions

Use the form below to send us any queries about our coffee, coffee in general, or anything else coffee related, we'd love to hear from you.

Send us a message

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