FAQ

FREQUENTLY ASKED QUESTIONS

When will my coffee beans be roasted?

As one of the largest volume local coffee roasting houses, rest assured that we roast very regularly.  For retail users, we destinate every Wednesday at 12:00p.m. (or the next business day if cut-off date is a bank holiday) as order cut-off date.  After the cut-off date, we will roast and ship out your order within 1 to 2 business days.

Can I have my coffee grounded?

We strongly recommend everyone to grind coffee beans just right before brewing. However, if you do not have a grinder, we still offer grounded coffee based on popular brewing methods. We cannot guarantee the grind size is perfect for your personal preference. So, why not buy a grinder. Follow link:

Is there any delivery fee?

Enjoy free delivery within Hong Kong for a single purchase order of over HKD350.00. Otherwise, charges will be paid by you to the deliverer upon receiving the beans. For delivery outside Hong Kong, please check with us by emailing to shop@holistic-coffee.com or WhatsApp +852 6464 0896.

What payment methods do you accept?

We accept payment via PayPal, FPS and bank transfer. For FPS and bank transfer, please kindly return the payment slip proof by emailing to shop@holistic-coffee.com or WhatsApp +852 6464 0896. We can only process your order after payment proof is submitted.

When will I receive my order after roastery ship-out?

After we shipped out your order, you can normally receive it within 2 business days for local delivery. We will inform you of any unexpected delay. A tracking number will also be provided. For the strange event of receiving no purchase confirmation after 3-4 business days from placing order, or no coffee beans from cut-off date, please check with us by emailing to shop@holistic-coffee.com or WhatsApp +852 6464 0896.

Can I amend my order?

You cannot amend items purchased in your order. Please kindly make sure items in the basket are correct before payment. For wrong or omission of information, please notify us by emailing to shop@holistic-coffee.com or WhatsApp +852 6464 0896. as soon as possible. However, we cannot guarantee we can deal with a requested amendment due to system set-up and time constraint.

Can I return my order?

We do not normally accept return goods of coffee beans and/or other perishable items. For everything else, we do not accept return goods if the goods are already opened and used; or has been received by you for more than 7 days. Thus, please check the status and conditions of the delivered goods upon receiving them.

Nonetheless, we always like to hear your feedback and comment via email: shop@holistic-coffee.com.

Can I refund or exchange goods in my order?

Unfortunately, there is no refund policy. Exchange of goods is not allowed for coffee beans and/or other perishable items. For everything else, please take a look at our return policy. If exchange of goods is being accepted, please kindly note that we will not make any refund in money for value less than the original value purchased.

How to store coffee properly?

Keep coffee beans away from sunlight, and store in a cool and dry place. Use our provided resealable coffee bag, or an air-tight container. And no, think condensation, there is no need to put coffee beans in refrigerator. Want an air-tight container? Follow this link:

What are your business hours?

Except Weekends & Bank Holidays, Monday – Friday: 10am-6pm.

OFFICE & COMMERCIAL USE

Can I get special rate or discount for my office’s coffee needs?

Of course, we can help. For bulk order or coffee set-up for offices and commercial use, please contact us at info@holistic-coffee.com or WhatsApp +852 6464 0896.