FAQ

Find answers to the most common questions about our products and services below. Can't find what you're looking for? Contact our team – we're happy to help!

Ordering & Payment

Q: How do I place an order?
A: Browse our selection of coffee machines, add your chosen product to the cart, and proceed to checkout. You will need to provide your shipping details and payment information to complete your order.

Q: What payment methods do you accept?
A: We accept all major credit and debit cards (Visa, Mastercard, American Express) via Shopify's secure checkout, as well as PayPal.

Q: Is my payment information secure?
A: Absolutely. We do not store your credit card details on our site. All payments are processed through PCI-DSS compliant payment gateways (Shopify Payments, PayPal) ensuring the highest level of security.

Q: Will I receive an order confirmation?
A: Yes, as soon as your order is placed, you will receive an order confirmation email. Once your order has been dispatched, you will receive a second email with your tracking number.

Shipping & Delivery

Q: Where do you ship to?
A: We currently ship throughout the United Kingdom. This includes Mainland UK, Northern Ireland, the Scottish Highlands, and Islands (please note surcharges may apply for some areas).

Q: How long will it take to receive my order?

  • Processing: Orders are processed and packed within 1-2 business days.

  • Shipping: Once dispatched, delivery typically takes 2-4 business days via standard shipping.

You will receive a tracking link as soon as your order is on its way.

Q: How much does shipping cost?
A: Shipping costs are calculated at checkout based on the size and weight of your order and your delivery location. We often run promotions for free shipping on orders over a certain value.

Q: Can I collect my order from your warehouse?
A: Currently, we do not offer a click-and-collect service. All orders are delivered directly to your provided address via our trusted courier partners.

Returns, Refunds & Warranties

Q: What is your returns policy?
A: We offer a 30-day money-back guarantee on unused and unopened products in their original packaging. Please see our full [Returns and Refund Policy] for complete details.

Q: My coffee machine is faulty. What should I do?
A: We're sorry to hear that. Please contact us immediately at contact@caffeinemachine.shop or call us at +44 20 7739 9717. We will guide you through the troubleshooting process and arrange a repair or replacement under warranty if needed.

Q: Do your machines come with a manufacturer's warranty?
A: Yes! All our machines come with a standard manufacturer's warranty, typically for 1-2 years. The specific warranty details are included in your product's documentation. Please register your warranty with the manufacturer as soon as you receive your machine.

Product & Technical Support

Q: Do you offer advice on which machine to choose?
A: Yes, we are coffee machine experts! Feel free to contact us with details about your needs (home vs. commercial, budget, preferred coffee type – espresso, filter, bean-to-cup) and we will be delighted to recommend the perfect machine for you.

Q: Do you sell spare parts and accessories?
A: We sure do! We stock a range of genuine spare parts, descaling kits, water filters, and portafilters. Browse our 'Accessories' collection or contact us for specific parts.

Q: How do I clean and descale my machine?
A: Proper maintenance is key to a great coffee. We recommend using the manufacturer's guidelines. We also sell recommended descaling solutions and cleaning kits on our site. Check out our [Blog] for helpful maintenance tips and tutorials.

Q: Can I use any coffee beans in my machine?
A: While you can use any coffee beans, we always recommend using high-quality, freshly roasted beans for the best flavour. Avoid very oily beans as they can clog grinder mechanisms in some machines.

Contact & Support

Q: What are your customer service hours?
A: Our team is available to assist you from 9:00 AM - 5:00 PM BST, Monday to Friday. We aim to respond to all emails within one business day.

Q: How can I contact you?
A: The best way to reach us is via email at contact@caffeinemachine.shop. For urgent enquiries, you can call us at +44 20 7739 9717. Please have your order number ready if your query is about a specific purchase.