Returns & Refunds

Separate Parcels
Orders that include coffee and brew gear may arrive in separate parcels. Please wait for all tracking updates before contacting us.

Roasted Coffee (perishable)

  • No returns once opened.
  • If your coffee arrives damaged, faulty or incorrect (wrong item, compromised seal, leakage), email us within 7 days of delivery for a replacement or refund.

Ground Coffee

  • Ground to order — returns aren’t possible if the wrong grind size was selected.
  • If we made the mistake, we’ll put it right.

Brewing Gear & Merchandise

  • Eligible for return within 30 days, unused and in original packaging with all tags/accessories.
  • Some gear items are fulfilled by our partners and must be returned directly to their warehouse (we’ll provide the correct return address/label). Please don’t send gear returns to the roastery unless we instruct you to.

Damaged or Incorrect Items

  • Email us within 48 hours of delivery with your order number and clear photos of the issue/packaging.
  • We’ll arrange a replacement or refund and provide the correct return label/address if a return is needed.

Return Shipping Costs

  • Faulty/incorrect items: we cover return shipping.
  • Change-of-mind returns (gear/merch): customer covers return shipping. We recommend a tracked service.

Refunds

  • Refunds are issued to your original payment method within 5–7 working days after the return is received and inspected by us or our fulfilment partner.

  • Original shipping charges are non-refundable unless the item was faulty/incorrect.

How to Start a Return

Email hello@foccocoffee.co.uk with:

  • Order number
  • What went wrong (or reason for return)
  • Photos (if applicable)

We’ll reply with a prepaid label (if eligible) or next steps. Please don’t send returns without contacting us first.

Exclusions

  • Gift cards
  • Opened coffee
  • Made-to-order items (unless faulty)

International Orders

Import duties, taxes or handling fees are the recipient’s responsibility. These charges are not refunded by FOCCO. For international returns, please mark parcels “Returned Goods” to avoid additional customs fees.