Delivery and Returns

Delivery and Returns

We are pleased to be able to provide regular delivery of freshly roasted and ground coffee and tea to our customers.
Mainland UK Delivery
Standard delivery for orders to UK Mainland is charged at £2.99 for all orders under £30. Free delivery is automatically applied to single orders over £30, for shipping to Mainland UK addresses. (This excludes Channel Islands, Northern Ireland, Isles of Scilly, Highlands and Islands of Scotland, and Eire but please phone for delivery charge.) *Please note that to qualify for Free UK Delivery, your order total must equal to £30 after any discounts, coupons or offers have been applied*

All orders are shipped with our delivery partners APC Overnight Service and Tendring Express Services Ltd.

We aim to deliver orders as quickly as possible. However, please note that during busy periods, deliveries may take longer. If you have not received your order within 5 working days, please contact by email or phone.

A signature may be required upon delivery.

A safe place or neighbour can be specified at the checkout. Please use the comments box to pass on this information.

Overseas Shipping

We do not ship abroad at the moment.

Returned Parcels

Should a parcel be returned to sender, customers will be refunded for the cost of goods only, minus any charges incurred for return postage. You will still be charged for the original delivery costs as detailed in the initial order and we will automatically deduct the costs of the return shipping before issuing your refund.

Coronavirus and Deliveries

The ongoing Coronavirus crisis has caused some disruption with deliveries both domestically and internationally.

Our delivery partners have made significant changes to how they are working to ensure they are able to maintain their services at this time.

In the UK, an increased demand on deliveries services has meant delays and the suspension of some delivery guarantees. As a result, some deliveries may take a little longer than usual.

Visit the APC website for full details of the ongoing developments.

Returns & Refunds policy

Primo Coffee and Tea prides itself on ensuring all goods are supplied in perfect condition and that every possible precaution is taken to prevent the damage of items.

If you are unhappy with the condition of the product, please return it to us within 28 days with proof of purchase. Where appropriate, we will be happy to provide an exchange or full refund for the product, providing the product is returned in its original packaging and is complete. Any refunds or replacements will be sent out on receipt of the returned goods.
You have the right to cancel your order within 28 days of delivery (starting the day after you receive the goods) and return the unopened goods for a full refund. It is your responsibility to give notice of your wish to cancel within this cancellation period by email to contact@primo-coffee.co.uk or phone 07552 648448. You are under a duty to take reasonable care of the goods. We ask that the goods are returned in sealed condition within 28 days of delivery at your expense.

Items damaged in transit

If our product has been damaged during delivery and does not reach you in perfect condition, we will be happy to exchange the product. Please return the product to us within 28 days with proof of purchase.

Incorrect delivery

We have a system dedicated to making sure the right packages go to the correct recipients, however if we have sent you an incorrect item, please notify us by phone or email, detailing the incorrect item and proof of purchase. We will be happy to exchange this for you within 28 days. If you require a refund, please return the item to us within 28 days and request a full refund.

Payments

Payments can be made via the Internationally recognised Paypal platform and accepts all the major cards, please see Paypal’s website for their terms and conditions here.

Payment must be made prior to delivery. The total cost of your order is the price of the product(s) plus delivery charges.

We cannot accept responsibility for an order being held back as a result of incorrect or invalid payment details being given.

In the unlikely event that your payment card is used fraudulently to make a purchase with Primo Coffee and Tea Ltd you, the consumer, are entitled to cancel the said payment(s). If payment has already been made, you, the customer, are entitled, in accordance with the standing Consumer Protection Distance Selling Regulation (2000), to a re-credit or to have all sums returned to you by the card issuer.

Delivery

We aim to despatch all orders within two to five working days. During peak mail order periods (for instance, Christmas season), this timeframe may be extended slightly, although every effort will be made to despatch your order as soon as possible.

Where goods are unavailable, or out of stock, Primo Coffee and Tea Ltd will advise customers appropriately through the online shop.

Cancelling your Order Prior to Delivery

You may cancel your order at any time up to the time prior to your item being dispatched by telephone 07552 648448 (09.00 – 1800 Monday to Friday). After you have received the goods please refer to our Returns Policy below:

Claims

Primo Coffee and Tea Ltd aim to deliver all products in perfect condition and exactly as the customer would wish to receive them. In order to ensure that this policy is maintained, claims of damaged or non-delivered goods should be made to Primo Coffee and Tea Ltd. within 24 hours of receipt, Primo Coffee and Tea Ltd. will be happy to provide substitute items, full collection and reimbursement, full credit or replacement.