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Call us: +44 (0)141 420 2420

Frequently Asked Questions

FAQ

If you can't find the answer you're looking for, simply contact us and we'll do our best to help you. Please also refer to our Terms & Conditions of Sale.

I am not a business, but would like to order from you. Can I do this?

Unfortunately not. As per the terms and conditions of sale, we supply exclusively to trade customers. You will be asked for your business details during the registration process.  We only deliver to business addresses where somebody is available to sign for goods.

Can I distribute your products?

We welcome enquiries from distributors, including those outside the UK & Ireland,  who wish to purchase our products in bulk with the intention of sale to trade or end users. Please email your interest to distributors@espressowarehouse.com or call +44 (0)141 420 2264.

I am an existing credit account customer. Can I move my account online?

You can only purchase online with a credit or debit card. You cannot currently purchase online using your credit account. Online and offline accounts will remain separate, so please do let us know which account you have used when making enquiries on any transactions. We will always match any of our online offers when you purchase through your offline credit account so you will never be any worse off by purchasing offline.

Can I place my order over the phone?

Yes. We have tried to make our website as user-friendly as possible, but if you would prefer to speak to a member of our team, we would be happy to hear from you.

Please call  +44 (0) 141 420 2422 (Monday-Friday 0830-1730) or email us at orders@espressowarehouse.com

Can I order from overseas?

Yes. We are happy to accept certain orders from outside the UK and Ireland. Specific delivery costs and conditions will apply, so we will need to handle your order offline. Please contact us for full details.

Please call  +44 (0) 141 420 2422 (Monday-Friday 0830-1730) or email us at orders@espressowarehouse.com

Why are some items listed as 'call to order'?

In some cases we must carry out a quick sense check before issuing certain products. Our point of sale for example, should only be used to promote drinks made using Espresso Warehouse and/or Matthew Algie products. We also wish to protect the trade pricing of consumer products such as Suki teapots.

When will I receive my order?

Mainland UK orders received before 12 noon will be delivered within three working days. Other UK and Ireland orders received before noon will be delivered within four working days. For special deliveries (such as next day or Saturday deliveries) please contact us to discuss possibilities and costs. For international orders, timing and costs are available on request and depend on location and export regulations.

(It is our policy to carry a large quantity of stock items. However, due to unforeseen circumstances we may from time to time be out of stock of your desired item(s). In this event, we will advise you as quickly as possible and give you an approximate delivery date for the outstanding items. Espresso Warehouse cannot be held responsible for loss of revenue resulting from late or delayed orders).

Where is my order?

If your order has been shipped you should have received a shipping confirmation e-mail to this effect. If your order has been shipped using TNT, the e-mail will include tracking information and a confirmation of delivery email will follow.

What shipping services do you use?

We use TNT Express Monday-Friday except when delivering to Ireland, the Scottish Isles and the following Scottish postcodes: IV, KW1-14, PA34, PA37-39, PH19-40, PH 41 Sector 4 and PH49-50.

You will need to be available to sign for goods at the delivery address. Deliveries may arrive on any week day between 8am and 6.30pm. If you woudl prefer a special delivery, please contact us to make your purchase offline. 

What happens if my items arrive damaged?

You should inform us of any damage on the same day of receiving the order. We will require specific details of damage and consignment note number together with order reference number. Please sign for goods as damaged on receipt if there is evidence of damage to outer packaging. If any goods are found to be defective on delivery we will gladly replace at our expense. This does not affect your statutory rights.

Can I return my items?

We are unable to accept returns for any opened cases of food products. Other items may be returned in original undamaged packaging and must be deemed to be suitable for re-sale before credit is awarded. Please contact us with full details in advance of returning any items. All returns are subject to a re-stocking charge of 10% of the item's value or £10 (€15) whichever is greater. No returns will be accepted after 30 days from shipment. The shipping costs of returned items are the responsibility of the purchaser. This does not affect your statutory rights.

Can I cancel my order or rectify a mistake?

As soon as payment is taken, the order cannot be cancelled or changed.

What are your delivery charges?

UK Deliveries

Order value up to (excl. VAT):                              Delivery charge:
£50                                                                                 £4.00
£100                                                                               £8.00
£150                                                                               £10.00
£225                                                                               £14.00
over £225                                                                        free

Republic of Ireland Deliveries

Order value up to (excl. VAT):                              Delivery charge:
£50                                                                                 £5.00
£100                                                                               £10.00
£150                                                                               £13.00
£225                                                                               £17.50
over £225                                                                        free

For delivery costs outside the UK & Ireland, please contact us.

What methods of payment do you accept?

All online transactions must be made by debit or credit card. Offline account payment may be made by debit card, credit card or cheque.

Debit & Credit Card
We accept Mastercard, Visa, Visa Debit, Switch and Maestro.

Customers paying by credit card will be charged in £ sterling

Cheque payment
Espresso Warehouse is a trading division of Matthew Algie & Co Ltd and due to tighter banking regulations cheques made payable to Espresso Warehouse are no longer accepted by our bank. Please make all cheques payable (in £ sterling) to our parent company Matthew Algie & Co Ltd.

Do you offer credit?

Yes. Opening an offline account with us is easy and gives you 30 days credit*. Once on board, you will be able to place your orders by phone, e-mail or post.

Call +44 (0) 141 420 2283 for details or complete and submit the below form.

NB With an offline account, customers outside the UK can be billed in Euros and are exempt from UK VAT if a valid VAT number is provided.

*Subject to approval. First orders must be paid before goods are supplied. After first order, and subject to credit approval, payment terms are strictly 30 days from the date of invoice, unless otherwise agreed in writing. Orders on overdue accounts will be held until overdue balances are cleared.

Do you sell coffee and coffee machines?

Our sister company, Matthew Algie, is the UK's leading independent coffee roaster and can supply you with a wide range of coffees depending on your particular needs. They also offer a wide range of coffee machines and brewers on serviced rental.  For further information visit www.matthewalgie.com. .

Can I have goods customised for my business?

Yes. We offer branded crockery, take-away cups and loyalty cards for a small extra charge. We will also consider branding or customising other items in minimum quantities on request.

Please contact us for further information.

Can you help me promote your products at the point of sale?

Yes. In addition to several product display items, we offer a selection of FOC promotional posters, strut cards and tent cards, as can be found within the product listings and in our Loyalty and Point of Sale Section. To discuss more specific requirements, please contact us. 

Do you offer barista training to support your product range?

Many of our product listings include handy downloads to help you use the products to optimum effect. We also offer a library of barista downloads and recipe ideas.

For more extensive training, our sister company, Matthew Algie has Coffee Schools in London, Dublin and Glasgow and Trainers stationed across the UK and Ireland. Training courses can be booked online at www.matthewalgie.com for a small fee (free of charge to Matthew Algie customers).

Can I sample products before I buy them?

Yes.  We can supply you with samples of many of our food and drink products. We can also point you in the direction of other stockists. Please contact us for further information. You may also wish to join us at upcoming exhibitions. To stay updated on our events, please join our mailing list.

Where can I find mandatory information of food products?

You will find mandatory information such as nutritional data by clicking on the 'mandatory information' or 'nutritional information' accordion button for each food item. If you require more detailed information, please contact us. 

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