Returns and Refunds

Last updated 26 August 2026

If something is not right, tell us and we will sort it. This page sets out your legal rights and how to use them.

Changed your mind

Because you bought online, you have 14 days from the day your order arrives to tell us you want to cancel. You do not have to give a reason.

Once you have told us, you have a further 14 days to send the items back. They need to be unused and in a condition we could sell them in.

We will refund you within 14 days of getting the items back, or of you showing us proof that you posted them, whichever is sooner. The refund goes to the card you paid with, and includes the standard delivery charge you paid on the way out.

You pay the cost of posting things back to us, unless the item is faulty or we sent you the wrong thing. Get a proof of postage. Until it reaches us, it is your responsibility.

What you cannot send back

Two exceptions, both set by law rather than by us:

• Anything fresh. Bakes, bread and other food that goes off quickly cannot be cancelled or returned once we have made or dispatched it.
• Anything sealed that you have opened. If a bag of coffee has been opened we cannot resell it, so we cannot take it back for hygiene reasons. Unopened bags are fine.

None of this affects your rights if the item is faulty. See below.

Faulty, damaged or not what you ordered

If something arrives faulty, damaged or is simply not what you ordered, you have 30 days from receiving it to reject it and get a full refund. After 30 days we will repair or replace it, and if that does not work you can still get money back.

We pay the return postage on anything faulty. Email us a photo first and we will usually save you the trip.

If your coffee arrives stale, split or damaged in the post, tell us and we will replace it. We do not need it back.

How to start a return

Email hello@upperscoffee.co.uk with your order number and what is wrong. You can just write and tell us you are cancelling, you do not have to use a form. We will reply with where to send it.

Delivery

We aim to dispatch orders within three working days. Delivery costs and options are shown at checkout before you pay.

If your order has not turned up when it should have, get in touch. If it has been lost we will replace it or refund you, your choice.

Collecting from the shop

You can choose to collect your order from 1 Lower Street instead of having it posted. There is no charge for that. We will email you when it is ready, and it will be waiting behind the counter during opening hours.

Your rights are not affected

Nothing on this page reduces your legal rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. If anything here ever conflicts with the law, the law wins.