Frequently Asked Questions

About us

What is Piqant?

We’re a coffee marketplace selling only ethically sourced coffee from small roasters. We have a function that allows you to refine your search in order to find the perfect coffee for you; in terms of tasting notes, roast level and brewing preferences.

Why Piqant?

We’ve simplified the process of having great coffee. Our app provides all the information you need in one place for the coffee you’re looking at. This includes the certifications, tasting notes, origin, altitude, processing method, roast level, etc. We present this in a clean, easy to understand way with filters to help you narrow your search down for that specific coffee you’re looking. Our brewing advice is straightforward so you can get to tasting your coffee as soon as it arrives.

What is our goal?

Bring speciality coffee roasters to you so you can experience a roast you haven’t had before while ensuring coffee producers get treated fairly.

Orders and Shipping

Where is my coffee order?

You can find the details of all your orders in your account page order history.

How do I track my order?

You should receive an email with your tracking information as soon as it’s available, after that, you can also access it in your account page order history.

My order has no updated tracking information

For some orders, tracking information may take longer, we’ll email it to you as soon as it’s available.

My order is late

Some delays may occur even though we try to prevent them, we try to give you an estimated window of delivery but if you don’t receive your coffee up to X days after this, please get in touch with us via the contact page.

My order was marked as delivered but hasn’t arrived - what should I do?

Contact Consumer Service via the contact page with your order number.

Products

I have received a faulty/damaged product

Contact Consumer service and follow their guidelines in order to confirm the faulty/damaged product. In case of positive response, Piqant will offer 3 options:
  • Exchange with the same product or another one with the same price, or with different price, paying the difference. If the new product price is lower than the original one, the difference will be provided in the form of a discount code or refund.
  • Gift card: full amount (included shipping if applicable)
  • Refund to your payment method of full amount (included shipping if applicable)

Experience/Samples Box

What is it about?

Explore different tastes with a single order. Get different smaller bags of 80g each of various coffees and decide for yourself what suits you best.

How many can I order?

There’s a minimum of 3 bags per order if you’re only getting samples. No minimum quantity if you’re getting at least one other full bag of coffee. Other than that, you can order as many as you want.

Subscriptions

How do subscriptions work?

With a coffee subscription we send you the coffees of your choosing, customised to your taste, with the preferred quantity and frequency.

Suggestion: If you drink 1 - 2 cups per day, you will consume one 250g bag a week, we suggest to pick 4 bags per month.

How can I subscribe?

To subscribe, go to the product page of the coffee you’d like, click “Subscribe to this coffee”, wait for the popup to appear and select the brew method, quantity and frequency (1 - 4 weeks)

Can I have more than one ongoing subscription?

Yes, you can have more than one ongoing subscription of different coffees, e.g. you can have one coffee delivered every two weeks and another one delivered every four weeks.

When will I receive my coffee?

All subscriptions are shipped on Mondays, e.g. if you have a 2 weeks subscription, we’ll send you your coffee every second Monday.

When will I get charged?

Subscriptions are charged 7 days in advance, i.e. we’ll make the first payment attempt for your subscription the Monday before.

Subscriptions can be canceled after 4 weeks from the first shipment.

You can cancel your subscription at any time.

You can pause your subscription at any time and skip a week.

Can I cancel my subscription?

Yes, you can, here's how you do it.
  • Sign-in to your account
  • Navigate to your subscriptions page by clicking the My subscriptions link on the side bar
  • Click the Cancel button on the subscription you want to cancel.

Please note that any coffees which have already been charged will still be delivered. Subscriptions renew always 7 days before the next delivery. Cancelled subscriptions cannot be reactivated later. Instead you have to customise a new one.

Can I skip a shipment/pause my subscription?

Yes, you can, here's how you do it.
  • Sign-in to your account
  • Navigate to your subscriptions page by clicking the My subscriptions link on the side bar
  • Click the Pause button on the subscription you want to put on hold.

After pausing your subscription, you won't be charged and no coffee will be sent to you.

Please note that any coffees which have already been charged will still be delivered. Subscriptions renew always 7 days before the next delivery.

How do I resume my subscription?

You can reactivate your subscription from your account.
  • Sign-in to your account
  • Navigate to your subscriptions page by clicking the My subscriptions link on the side bar
  • Click the Resume button on the subscription you want to reactivate.

Please note that subscriptions renew 7 days before shipment, if you reactivate your subscription less than 7 days before the next shipment, your subscription might resume on the cycle after that one.

How do I change my subscription shipping address?

  • Sign-in to your account
  • Navigate to your subscriptions page by clicking the My subscriptions link on the side bar
  • Click the Edit address button on the subscription you want to edit.
  • Edit the addresss and click ‘Save’ when you’re ready.

Shipping

Where do you ship to?

To addresses within the UK only.

How does shipping work?

We ship our coffee via Hermes 48h tracked delivery, most orders would be delivered within this window, however, some orders might take longer due to low stock, if this happens, we will notify you your expected delivery window.

How can I get free shipping?

All subscriptions are shipped for free.

One-off orders require a minimum £20 to qualify for free shipping.

Shipping pricing

£2.65

Cancellation policy

How can I cancel my one-off order?

You can cancel your order before it’s dispatched and get an automated refund. Refunds can take up to 10 business days to reach your account after being processed.

Most orders are dispatched the next morning after being placed. So for these, you’d have until midnight of the order day to cancel it.

How can I cancel my subscription?

You can pause your subscription at any time and prevent any charges, however if you do want to cancel, follow these instructions:

  • Sign-in to your account
  • Navigate to your subscriptions page by clicking the My subscriptions link on the side bar
  • Click the Cancel button on the subscription you want to cancel.

Please note that any coffees which have already been charged will still be delivered. Subscriptions renew always 7 days before the next delivery. Cancelled subscriptions cannot be reactivated later. Instead you have to customise a new one.

Checkout

What payment methods do you accept?

Visa, Mastercard, Apple Pay, Google Pay.

How do promotions work?

  • Promo codes can be used just once
  • Only one promotion is allowed per order
  • Insta promo is valid just if your account is not private
  • Promo codes are not valid for items already in sale
  • Promo codes cannot be used to buy giftcards
  • If you apply a promo code to an order containing a giftcard, it will be applied only to the other items
  • Promo codes applied to subscriptions, are only valid for the first payment.

Return policy

Can I return my order?

While we want you to be happy with your order, if your coffee is faulty, damaged, we’ve sent you an incorrect item or you are unhappy with it in any way, please contact Customer Service via the contact page and we’ll guide you through a replacement or refund.

I’m still waiting for a refund, how long is going to take?

Refunds can take up to 10 business days after being processed, please contact Customer Service via the contact page if it takes longer.

Rewards

How do coffee stamps work?

After 8 stamps you’ll get a 20% discount on your next order.

For every £10 spent in our store (one-off or subscription) you get 1 coffee stamp.

This amount is for products only, without including shipping costs.

When you subscribe, every subscription shipment of at least £10 qualifies for a stamp.

Products paid for with giftcards don’t qualify for stamps.

Giftcard purchases don’t qualify for stamps.

Stamps cannot be used to buy giftcards.

Stamps are non-transferable to another account.

Stamps don’t keep increasing after 8, you would need to redeem them in order to start accumulating them again.

Once you accumulate 8, you’d be able to redeem them at checkout.

Matching System / Quiz

What is it about?

Our matching system allows you to search for coffee that’s not just excellent, but also personally matched to your palate in terms of tasting notes, roast level and brewing preferences. It takes 1 min.
  • Take the quiz
  • View your matches
  • Buy as a one-off, subscribe or get a samples box with your matches

What can I do with my matches?

You will get one main match and 3 extra matches for your tasting profile, and have the following options.
  • You can either subscribe to your match by clicking Subscribe.
  • Learn more about your match and buy it as a one-off by clicking Discover.
  • Get samples of your matches by clicking Get a samples box.

My Account

How can I change my shipping address?

You can enter a different shipping address at checkout on each order.

However, it’s prefilled at the start with the address from your profile which is the address you used on your first order, you can change it by following these instructions:

  • Sign-in to your account
  • Navigate to your Shipping address by clicking the Shipping address link on the side bar
  • Edit and click Save changes when you’re ready.

Privacy

What’s your privacy policy?

What’s your cookie policy?

Contact us

How do I get in touch with you?

If you have any other questions, feel free to reach out to our Customer Service Team and we’ll be happy to help!

Via email: hey@piqant.co.uk or via the Contact page.