Terms and conditions

Who we are

All references to Alchemy or Alchemy Coffee will refer to Alchemy Coffee Ltd, it’s employees and authorised representatives apart from references to Alchemy Cafe which will refer to Alchemy Cafes Ltd, it’s employees and authorised representatives.

Alchemy Coffee Ltd

Registered UK business # 08056122

UK VAT # GB176170992

Address:
Units 14-16
Riverside Business Park
Lyon Road
London
UNITED KINGDOM
SW19 2RL

Alchemy Cafes Ltd

Registered UK business # 08056116

UK VAT # GB158472973

Address:
Units 14-16
Riverside Business Park
Lyon Road
London
UNITED KINGDOM
SW19 2RL


Terms of order

These terms of order in no way affect your statutory rights as a consumer.

No contract will subsist between you and Alchemy Coffee for the sale by it to you of any product until Alchemy Coffee accepts your order by e-mail confirming that it has dispatched your order. That acceptance will be deemed complete and will be deemed for all purposes to have been effectively communicated to you at the time Alchemy Coffee sends the e-mail to you (whether or not you receive that e-mail). Items cannot be bought for resale without prior permission. Alchemy Coffee reserves the right refuse any order which is deemed to have not been conducted in the correct way or where any foul play may have taken place. Alchemy Coffee also retains the right to not complete any order it wishes to do so providing that the monies have not been taken or a full refund is given. By placing an order and giving credit card details on our secure server you the consumer are bound and contracted to complete the sale unless Alchemy Coffee decides otherwise.


Refund policy

If goods are returned due to being faulty, so long as they are returned within a reasonable time, the remedy afforded to the customer under the Sale of Goods Act 1979 (as amended), is a refund. Also, where a consumer exercises his cancellation rights the customer will be given a refund within 30 days of their cancellation.


Cancellation rights

You the consumer are given the right to cancel as required by the Distance Selling Regulations. You the consumer have the right to cancel your order without giving a reason, the cancellation period in the case of contracts for the supply of goods begins with the day on which the contract is concluded. The cancellation period ends on the expiry of 7 working days, beginning on the day after the day on which the consumer receives the goods. You the consumer can be asked to return and pay for the cost of returning the goods. Further information on this can be found on the Department of Trade and Industry website at http://www.businesslink.gov.uk/bdotg/action/detail?itemId=1075385183&type=RESOURCES . Roasted coffee is excluded from these terms.

Cancelling Or Changing Your Order

Once you have placed your order you will be issued with an order number via email confirmation, please quote the order number in any further communications.

If you wish to cancel your order, providing it has not already been dispatched, we will simply refund your money. It is important that you notify us as quickly as possible - please email sales@alchemycoffee.co.uk or call us on 020 8543 6271. Orders cannot be cancelled once they have been dispatched.

Similarly, if you wish to amend an order, please contact us as soon as possible. Again this will only be possible if your order has not already been dispatched.

Returns

Alchemy Coffee is committed to providing you with the highest quality products.

If however you are dissatisfied with a product you have purchased it can be returned to us, providing it is not more than 7 days since you received the goods. You will only receive a refund for packets of coffee that have not been opened and for accessories that are in a saleable condition. You will be responsible for the costs of returning the goods to us.

If goods are faulty, or if you receive a product that you did not order, we will provide you with a full refund or replacement provided you notify us within 30 days of receiving the goods. Please contact us via email sales@alchemycoffee.co.uk or phone 020 8543 6271 so that we can arrange with you suitable collection or return shipping options.


How to Order

Online: www.alchemycoffee.co.uk

Telephone -

From within the UK: 020 8543 6271 All calls will be charged at local rate.

From outside the UK: +44 20 8543 6271

The order line will be open from 9am to 5pm (GMT), Monday to Friday.

Email: sales@alchemycoffee.co.uk 

We can discuss and arrange an order via email, but we cannot accept card details via email.  Please do not, under any circumstances, send card details to us in written form, nor shall we ever ask for you to send us card details in a written form.  Orders created via email must be paid for via another method, which we will advise you at the appropriate time.


Payment methods

Alchemy Coffee take credit card orders from most major credit cards. All of our transactions are processed through the Sagepay.com secure gateway:

All card processing is done via secure encrypted server in compliance with PCI DSS certification.

We cannot accept cash sent through the post and accept no responsibility for this.


Delivery

Expect delivery of your order within 28 days although most items will be dispatched within 1 – 2 working days. We roast all our coffee to-order, subject to stock availability, company closure and bank holidays. We will try our best to contact you if the wait is expected to be longer than 5 days and agree on another time for delivery. If we cannot agree on another time, we will offer the consumer a refund.

Here are the descriptions of the Shipping terms. Please note we roast to order, so we cannot always dispatch on the day of order.

UK postage

Under 2 kg

Royal Mail 1st Class
1st class post aims to deliver within 1 working day. This is not a guarantee but an aim. Royal Mail will not class an item as lost or missing for 15 working days but please get in touch if you have not received your order within 7 working days of dispatch.

Over 2 kg

DPD Next Day
1 working day service once dispatched. No guarantee of delivery on these times, this is an aim.

Outside the UK

Royal Mail Airsure
Shipping times vary depending on destination.  Usually between 2 - 6 days from dispatch.


Subscriptions

Please note all subscriptions will be sent via Royal Mail.  There is no option for them to be sent via Courier.   Subscriptions are sent on the first UK working day of the month.


Delivery prices

Delivery prices are priced on weight and will be added automatically when an order is place. This will be broken down into the component of price and delivery charge. The final price will be in pounds sterling.


Backorders

If an item is only available on backorder, we will contact you with an estimated time of delivery.  We cannot make any guarantee as to delivery time until the items are within our possession, however we will make every effort to keep you informed as to the expected delivery date.  If you decide that you no longer wish to wait for the order to be fulfilled, we will refund you the portion of your order that is remaining.


Customs

For items to be exported, the shipping charge covers packaging and delivery only. Customs duties may be payable. We are unable to advise what these amounts will be and the recipient is responsible for paying this duty. Customs may also inspect goods prior to delivery. This may cause delay to the delivery of items and will often require the package to be opened and resealed at a customs inspection point.


Our aim

If you place your order before 9am, it is our aim your order will be processed and dispatched on the next working day. 

None of this can be guaranteed. Alchemy Coffee cannot be held responsible for operational issues and delays. 

We do close over the Christmas period, our closing times will be posted on alchemycoffee.co.uk and via various social media channels.


Handling complaints

We will in every case acknowledge complaints within 5 working days.

We will in every case advise the consumer how long it will take to resolve the complaint.

We will in every case keep the consumer informed throughout the process.


Privacy Policy

When you order a product from Alchemy Coffee, we need to collect certain information from you; your name, email address, billing address, delivery address, phone number and credit or debit card information. This information is then used to process your order and allows us to contact you to communicate of the status of your order if necessary.

We will not pass this personal information onto others unless it is necessary in order to process your order or payment.

Alchemy Coffee may send email updates to customers to let you know about new products as they arrive or special offers/contests and promotions relating to the company. If you do not wish to receive this information you can simply email us at sales@alchemycoffee.co.uk, or click the unsubscribe button at the bottom of an email circular.


Security

When you place an order online you are connected to a secure server. The secure server software encrypts all information you input which means that any sensitive information such as your credit or debit card details cannot be intercepted or seen by anyone except our Payment Service Provider, SagePay.

You payment details are stored securely by SagePay and are not visible by anyone at Alchemy Coffee.  If a refund or cancellation is required, we will make a request via SagePay, and no details are available to anyone at Alchemy Coffee.  Both Alchemy Coffee and SagePay are fully audited and compliant with the PCI DSS standards.


Cookies

We use a number of different cookies on our site. If you do not know what cookies are, or how to control or delete them, then we recommend you visit http://www.aboutcookies.org for detailed guidance.

The list below describe the cookies we use on this site and what we use them for. Currently we operate an ‘implied consent’ policy which means that we assume you are happy with this usage. If you are not happy, then you should either not use this site, or you should delete the cookies having visited the site, or you should browse the site using your browser’s anonymous usage setting (called “Incognito” in Chrome, “InPrivate” for Internet Explorer, "Private Browsing" in Firefox and Safari etc.)

First Party Cookies

These are cookies that are set by this website directly.

Google Analytics

We use Google Analytics to collect information about visitor behavior on our website. Google Analytics stores information about what pages you visit, how long you are on the site, how you got here and what you click on. This Analytics data is collected via a JavaScript tag in the pages of our site and is not tied to personally identifiable information. We therefore do not collect or store your personal information (e.g. your name or address) so this information cannot be used to identify who you are.

You can find out more about Google’s position on privacy as regards its analytics service at http://www.google.co.uk/intl/en/analytics/privacyoverview.html

Shopping Basket

We use a session cookie to remember your log-in for you and what you’ve put in the shopping basket. These we deem strictly necessary to the working of the website. If these are disabled then various functionality on the site will be broken.


Comments/Complaints

We will endeavour to deal with all complaints as quickly as possible, please contact us at sales@alchemycoffee.co.uk or call 020 8543 6271 or write to us at our postal address:

Unit 14-16
Riverside Business Park
Lyon Road
London
UNITED KINGDOM
SW19 2RL

Our office team can be contacted from 9am - 5pm Monday to Friday. A 24 hour answer machine is also provided should you need to contact us outside office hours.