FAQ
Welcome to BEANN Help - quick answers for orders, subs, roast and trade. Can’t find it? Contact us with your order or account details.
Fresh, Fast, Full-flavour
Orders & Delivery
Subscriptions & Account
Roasts & Brewing
Wholesale & Roasters
Orders & Delivery
How do I place an order?
Add items to your basket, review checkout, enter delivery details and pay. You’ll get a confirmation email with your order number.
When will my order arrive?
Next‑day orders placed before the cut‑off are dispatched the same day and delivered the next working day. Standard delivery is typically 2–4 working days.
Can I change my delivery address or date?
If your order hasn’t been dispatched we can update the address or delivery instructions. Contact us immediately with your order number.
Do you deliver to workplaces?
We deliver to most workplaces where carriers accept parcels. If a signature is required, choose a workplace or alternative address to avoid failed delivery.
What are your shipping options?
We offer next‑day delivery across most UK postcodes for orders placed before the cut‑off. Standard tracked shipping is also available; costs and options show at checkout.
What happens if my parcel is lost?
If tracking shows delivery failed or parcel lost, contact support with your order number and we’ll open an investigation and, if needed, reship or refund.
My order is late - what should I do?
Check the tracking link first. If there’s no update, contact support with your order number and postcode; we’ll investigate and arrange a solution.
What if I’m not home when delivery arrives?
Carriers will follow their local process - they may leave the parcel safe, with a neighbour, or leave a calling card for collection. Track your parcel for details.
Subscriptions & Account
How do subscriptions work?
Choose your bag size, grind and delivery frequency. We send each order automatically; you can manage frequency, pause, skip or cancel in your account.
Can I pause or skip a shipment?
Yes - pause or skip any upcoming delivery from your subscription settings or contact support to adjust it for you.
How do I update payment details?
Update card or payment info in Account > Payment Methods. For payment issues we’ll email you and hold the next shipment until resolved.
Can I gift a subscription?
Yes - choose a subscription product and enter the recipient’s delivery address. Include a gift message at checkout.
How do I change my subscription items?
In My Subscriptions you can swap blends, change bag size or update grind at any time before the next dispatch.
When can I cancel a subscription?
Cancel anytime. Changes must be made before the next scheduled dispatch to avoid being charged for that shipment.
Do subscriptions offer discounts?
Subscriptions often include a regular‑delivery discount. Details appear on product pages and in your subscription summary.
What if I miss a delivery while on subscription?
If a parcel is returned, we’ll contact you to confirm re‑delivery or refund. Charges for returned parcels may apply for repeated missed deliveries.
Products, Roasting & Brewing
How fresh is your coffee?
We roast to order in small batches and include roast dates on every bag so you know how fresh your beans are.
Do you offer pre‑ground coffee?
Yes - select your grind at checkout for espresso, filter or cafetière. We recommend whole beans for maximum freshness unless you need a grind.
How should I store coffee to keep it fresh?
Store in an airtight container, away from heat, light and moisture. Use within 2–4 weeks of opening for best flavour.
Can you provide roast profiles or roast dates?
Yes - roast date is on every bag. For trade customers we can share roast profile notes and target development times on request.
How do I choose the right roast for my brew method?
Check the product page for recommended methods (espresso, filter, cafetière). If unsure, tell us your grinder and machine in Support and we’ll advise.
What grind should I use for espresso vs filter?
Espresso: fine‑to‑very fine. Filter: medium to medium‑coarse. Exact setting depends on your grinder; send model details for a tailored recommendation.
Why does my coffee taste different between bags?
Flavour varies by origin, processing and roast date - that’s expected. If a bag tastes off (stale, ferment, or taint), contact support with batch details.
Do you have allergen information?
Our products are 100% coffee. We handle packaging in facilities that may process other items; check product pages for any specific allergen notes.
Trade, Wholesale & Roasters
What are your minimum order quantities for trade?
Trade minimums vary by SKU and origin. Typical starter minimums are small‑batch friendly; we’ll confirm on application.
How quickly can you fulfil large or recurring orders?
We plan roasts and scheduling around trade demand; most trade orders are ready within a few working days, and regular orders can be scheduled for weekly or monthly dispatch.
Do you provide barista or cafe training?
We offer practical guidance on grind, dosing and extraction for trade customers and can recommend training partners for onsite sessions.
How do you manage returns or quality issues for trade?
Report issues with photos and batch codes. We’ll investigate immediately and offer replacements, credit or refunds depending on the case.
Do you offer trade pricing and invoicing?
Yes - approved trade accounts receive tiered pricing and can request BACS invoicing on agreed terms.
Can you provide bespoke roast profiles or contract roasting?
We offer bespoke profiles for recurring trade customers and can discuss contract roasting volumes and specifications.
How do you handle product consistency for cafés?
We provide stable SKUs, roast profiles, and batching notes. For frequent orders we reserve lots or schedule consistent shipments to maintain profile uniformity.
Can you help with menu planning or seasonal blends?
Yes - we advise on blends, seasonal rotations and yield planning to match your menu and peak demand periods.
Something Else
What is your ethical sourcing policy?
We prioritise traceable, speciality‑grade lots, long‑term partnerships and fair pricing. Our sourcing policy and supplier code of conduct are published on the Ethics page with measurable commitments.
Are your coffees certified organic or Fairtrade?
Some lots carry certifications; we list certification details on each product page. For certified supply enquiries contact Trade for availability and lead times.
Do you offer gift cards?
Gift cards are available as digital vouchers redeemable online; choose value at checkout and send via email to the recipient.
Where can I find your terms and conditions?
Our full Terms & Conditions and Returns Policy are linked in the site footer and on Checkout pages.
Do you provide origin and producer information?
Yes - product pages include origin, processing notes and harvest info. For traceable lots provide the batch code and we’ll share producer details.
How do you protect customer data?
We comply with UK data protection laws. We store only necessary personal data, use secure payment providers and publish a Privacy Policy online.
How can I leave feedback or a review?
After delivery you’ll receive an email invite to review. You can also submit feedback via the Contact page or email support.
Do you run promotions or sample drops?
We run seasonal promotions and limited‑run coffees. Subscribe to our newsletter for first access and promotion codes.
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