FAQ’s - Frequently Asked Questions

Ordering goods

I failed to pay for the item

If you cannot pay for the goods when paying by card or via PayPal, you do not need to create the order again. You can try again on the order details, which you can find in the order confirmation email. You can find it via the order number and your email also in the chat. On the detail, you will see a link to pay and the current payment status.
If there is a problem with payment, contact us by email or phone, together we will find a solution and possibly change the payment method.

I did not receive the invoice

An invoice will be emailed to you once your order has been delivered. If you do not have the document even after 24 hours from the delivery of the goods, contact us and we will check the situation.

How to use points for an order

If you have a registered customer account, you automatically collect points for your purchases. You can claim these in the basket and deduct the value of the discount for your next order.

Delivery of goods

When will I receive my order?

You can find out the current order status in the tracking link sent to your email or via chat by communicating your email and order number.
If you see "In stock immediately" for the product, the order can be shipped the same day. If possible, you will also see this information in the shopping cart.
If you see the information "within X days at your place", it means that the goods are on their way to the warehouse or have been ordered from the supplier and we will deliver them on the given date.
For some products, such as porcelain or professional lever coffee machines, delivery time may take 1-6 weeks depending on the type and brand, and we provide an estimated delivery date here.

What are the shipping and payment options?

The most frequently chosen transport is the courier service Zásilkovna, PPL or DPD. Our customers prefer to pay by online card, but other traditional payment methods such as cash on delivery or invoice (at wholesale partners and cafes) can be chosen. Read more information on the shipping and payment page.
We ship to all EU countries and to some selected countries such as Norway, Switzerland, Serbia. We do not ship to island parts of Europe such as Malta, Canary Islands, Balearic Islands, Cyprus, Ireland..

When does free shipping apply?

We only offer free shipping to some EU countries. If shipping is free or there is a promotion for shipping, you will always see this information for each product after viewing Shipping and payment.

Returns and complaints

Do I want to return the goods within 14 days?

In the event that a situation arises where you need to return purchased goods, you have a statutory period of 14 days to do so. This is calculated from the receipt of the order and ends when it is sent back to us. Please also contact us directly and tell us the order number when you decide to return it.
If you wish to withdraw from the contract, please complete the form on the Returns page and follow the instructions.

Do I want to claim the goods?

If there is an unexpected defect not caused by you on the new item, send it back to us at the address: Masarykova 968, Luhačovice 76326, CZ. For smaller goods up to 5 kg, you can also use the Post Office service, for which we will send you a code. You hand it over with the package and you're done. First of all, please contact us regarding the problem, the claim request and the sending of the return code.

The goods were damaged during transport

If you see that the packaging of the package is damaged, in the best case, write a damage report with the carrier. If you have already received the goods and you see that the goods have been damaged in some way due to transport, take a picture of the goods as soon as possible, including damage to the packaging, and send us a photo together with the order number to the support email. We will solve the matter together and agree on the next step.

Buying for companies

Do you offer discounted prices for entrepreneurs?

Yes. We provide discounted wholesale accounts for coffee shops, offices and businesses that want to purchase coffee, equipment for coffee-related operations. A wholesale account application is sufficient register and contact us regarding your interest in activating a wholesale account. If you specify which goods you are primarily interested in and the expected purchase, we can put together an individual offer for you.

Is it possible to purchase on an invoice with maturity?

Yes, we offer this option after a history of 5 purchase orders for entrepreneurs. If you want to become our partners and have the possibility to buy with maturity on the invoice, contact us, we will set this option in your account.

Is VAT deduction possible?

Yes. If you are a foreign company and you specify a valid VAT number in the order, we will automatically check via the VIES portal and if you are a VAT payer, the VAT value will be automatically deducted in the basket. Before sending the order, you will see the prices without VAT in the basket summary. You will also automatically see prices without VAT for products.

I need to issue an advance invoice

We do not issue advance invoices by default. For coffee machines or larger orders, we issue advance documents individually. Alternatively, you can use the Order Confirmation, which we send to your email when it is created, for payment.

Changing and canceling an order

I want to cancel the order

Please contact us as soon as possible regarding the cancellation of your order. If the package is already on its way to you, then contact us and do not accept the goods, they will be returned to us.

I need to modify the order

If, for example, there was a typo in the address, contact us to correct it.
If you need to add or remove something from the order, this is unfortunately not possible and you need to create a new order and cancel the existing one.

Questions about coffee

When was the coffee roasted?

We never send coffee older than 14 days from the roasting date. You can find out the roasting date from the shelf life date, which is 1 year from the roasting date. The advantage of the coffee packaging is the one-way valve, which ensures longer freshness and prevents oxidation. As a roaster, we are under the SCA association and committed to following its rules for fresh coffee.

Can you grind coffee?

Yes, you just need to add to the order notes how you prepare the coffee. We grind the coffee with a quality grinder to the desired coarseness just before shipping.

What kind of coffee do you roast? Where does it come from?

In the roastery, we deal with selected coffee. According to the selection coffee association, the point evaluation is in the range of 0-100 points, which is obtained by cupping. The minimum threshold for selective coffee is 80 points and it is an Arabica variety. Coffee is always presented with a traceable origin. You will often come across original notes of taste in coffee, which result from the conditions where the coffee plant was grown - the type of coffee plant, the climate, the altitude and the method of processing. We try to give full care to the selected coffee in order to prepare for you the best that can be in a cup of coffee.

How to choose coffee?

You can find coffees in two categories, whether they are suitable for coffee machine or for filtered preparation . Coffees roasted like "Omni" are universally roasted for all coffee preparation methods. Using the filter, you can limit coffees according to acidity, caffeine content, according to the recommended preparation method or according to the taste profile of the coffee.

Questions about coffee machines

What water to use in the coffee maker

Coffee machines connected to a direct water supply always require water filtration. ( how to connect the filter in front of the coffee machine ). The water for the coffee machine must meet the correct water hardness, in the range of 3-7°dH on the German hardness scale or 60-160 TDS Water that is too hard will cause rapid calcification of the coffee machine. With proper filtration, the coffee machine must last in gastro service for at least 5 years without the need to clean the boiler.

When to clean the coffee machine

We clean the coffee paths , where the coffee flows and coffee oils settle, daily. For lever coffee machines, mostly loose powder for coffee paths (Cafetto, Cafiza, etc.). For automatic coffee machines with cleaning tablets.
We recommend cleaning the milky way once a week with a chemical intended for this purpose.
Descaling of coffee machines with a water tank is usually carried out as soon as the coffee machine registers itself. However, this interval is factory-set based on normal hardness. We therefore recommend measuring the hardness of your water and setting an interval according to your water hardness.

I need a spare part for a coffee machine

The most common spare part needed for a coffee machine is a gasket, a shower strainer and a portafilter basket. In the parts category, filter goods according to recommended compatibility, which we are constantly expanding.

I have a problem with the taste or extraction of the coffee

Bad coffee extraction can have many reasons. We described the most common reasons for problems in the article . The most common problems include coffee that is too fine, when the coffee machine does not press the coffee, and coffee that is too coarsely ground, when the coffee, on the other hand, lacks fullness and is bland in taste. A common problem is the calcification of the coffee machine and insufficient cleaning, which clogs some parts of the coffee machine.

Lumpy water flows from the coffee machine

If you are worried about insufficiently hot water, it is most often due to calcification of the coffee machine . Limescale causes insufficient heating and eventually loss of water pressure or leaks and water leaks.