Customer Service and Contact Information
Kaffekapslen’s customer service team is happy to help you
Our goal is to make life exciting and easy for consumers of coffee pods, whole beans, and more. Therefore, it is very important for us that it be easy for our customers to use our website for placing orders and get in touch with our customer service if they have questions.
We know writing emails or calling customer service can sometimes be a hassle. Please look at the answers to our most frequently asked questions below, and if you have any other questions or want more information, do contact us.
How much is shipping?
We offer free shipping with Royal Mail on all orders larger than £49. Otherwise, we charge only £3,99 for home delivery.
Shipping smaller packages results in wasteful shipping. Therefore, if you order for less than £30, we do charge a shipping fee of £5,99. We hope you will help us avoid unnecessary shipping by combining purchases.
I would like to modify or cancel my order
Modifying an order is unfortunately not possible, but you can cancel your order and place a new one. You can easily cancel an order that hasn’t been packed. Go to your customer account, and in your order details, click the "Cancel order" button and confirm.
When will I receive my package?
It takes around 6-8 business days for your order to travel from our warehouse in Denmark to your address in the United Kingdom.
How do I track my package?
When your package is packed, you receive an email with a track and trace link.
We ship orders with our own trucks directly from Denmark to the United Kingdom. Orders can be traced with Royal Mail once they are scanned upon their arrival in Britain. Until the parcel has reached the carrier, you can trust that your parcel is on its way, even though you are not seeing updates when checking your track and trace link.
What do I do if I haven't received my package after 8 business days?
Additional delays can sometimes occur. In very rare cases (fewer than one in 10,000 parcels), there may be issues during transit. If you have not received your package 6 business days after it should have been delivered, please contact us so we can investigate and make sure you get your order.
I have not received my order confirmation. Can you help?
We do want to make sure you have all the information regarding your order. If your order confirmation is not in your spam folder, please contact us so we can make sure you receive it.
What do I do if I received a broken of defective product?
If you have a broken of dysfunctional product, please send us an email so we can help you as quickly as possible. In most cases, we will send you a new product or refund your purchase right away.
Please remember to include your order number and, if possible, picture documentation of the broken products (including batch number and expiry date or serial number for machines), so that we can forward your claim to our suppliers.
I have changed my mind about a purchase. How do I send the products back?
We know the feeling of changing your mind about a purchase, and respect that it can happen to our customers as well. If you changed your mind about an order or a product, please read our return policy in our terms and conditions.