Frequently Asked Questions - From our Roastery to your Cup!

Can I amend or cancel my order after placing it?

If your order hasn’t been dispatched yet, we’ll do our best to make changes - just get in touch as soon as possible.

What payment methods do you accept?

We accept all major credit and debit cards, Stripe, Paypal as well as Apple Pay and Google Pay for a smooth checkout experience.

Do you offer gift cards or vouchers?

Yes—we offer digital gift cards that can be emailed directly to the recipient. Great for last-minute gifting.

How should I store my coffee once it arrives?

Keep it in a cool, dry place in an airtight container—away from light, heat, and moisture.

How long will the coffee stay fresh?

We recommend enjoying it within 1 to 4 weeks of roast date for peak flavour, though it won’t go “off” after that.

Do you include roast dates on the packaging?

Yes - every bag is clearly labelled with the roast date so you know exactly how fresh it is.

Do you offer wholesale or trade accounts?
We do! We supply cafés, restaurants, and other businesses throughout East Anglia and beyond. Get in touch via our wholesale page and we’ll get the kettle on.

Can you supply coffee machines or help with setup?
Yes—we work with a brilliant equipment supplier and a trusted machine engineer. Whether you're just starting or levelling up, we’ll connect you with the right people and help you get dialled in.

Is your coffee ethically sourced?

Yes - all of our coffees are sourced through trusted importers who work closely with producers and cooperatives. We prioritise fair pricing, traceability, and long-term relationships that support sustainable farming.

Do you use sustainable packaging?

Yes - all of our coffee bags, shipping boxes, and even our tape are 100% recyclable. We also design and print our own labels in-house, so we only produce what we need—cutting down on waste and keeping things nimble.

How do you minimise your environmental impact?

We roast to order in small batches to reduce waste, use energy-efficient equipment, and keep our packaging minimal. We also favour local suppliers and carbon-conscious delivery options where possible.

Do you support any environmental initiatives?

Yes. Primo is committed to giving back with every order:

• 🌱 GoodAPI partnership – we plant one tree and remove three ocean‑bound plastic bottles with every purchase.

• 🌍 Ecologi – we donate a portion of our profits each month to fund global climate projects and tree planting on our behalf.

• ♻️ Stripe Climate membership – we contribute 2% of our online revenue to carbon removal with every Stripe transaction.

Together, these initiatives help us create a healthier planet for our future generations — and for the good of coffee!

Why does sustainability matter to you?

Because great coffee shouldn't come at the planet’s expense. We're building a business that supports people, protects the environment, and leaves things better than we found them - cup by cup.

Do you ship internationally?

At the moment, we only ship within the UK Mainland, but we’re exploring options for international delivery in the future.

What should I do if my order hasn’t arrived?

If it’s been more than a few days since dispatch, drop us a message and we’ll look into it right away.

Can I return or exchange my order?

Yes — you can return or exchange your order within 30 days. Just let us know and we’ll take care of it.