FAQ — April Coffee Roasters

FAQ & Contact Form

Before contacting us, we recommend checking our FAQ, which is divided into four categories:

My Order – covers common questions about ordering, dispatch, and delivery.

My Subscription – answers all subscription-related queries.

Shipping – addresses concerns about lost packages and delivery times.

Brewing April – focuses on any coffee-related questions.If you can't find the information you need, feel free to reach out using the form below.

Production is scheduled to occur every Tuesday. This means that if you have placed your order before 12:00 CEST on a Monday, your coffee will be roasted, packed and dispatched the following Tuesday of that week. If your order is placed after 12:00 CEST on a Monday, your order will be carried over to the next subsequent production day. You will receive your tracking link via email once your order has been scheduled for production.

• If you have recently placed an individual order using our web-store, and the order has been confirmed, you will not be able to edit or amend this order. To make any desired changes, you must cancel your existing order and place a new order using your updated terms. Note that if you wish to cancel your order, you need to do it at the latest on the 48h before we fulfil it the following Monday.

• If your order has already shipped, we are unable to cancel and refund the order.

• Subscribers can easily modify their subscription by logging into their account and visiting the "Subscriptions" section of the dashboard. There, you can adjust settings like quantity, variety, or shipping preferences. Please note that any changes will only apply to future orders processed after the updates are made. Be sure to check your charge date to ensure the changes apply to the correct order.

If you receive your parcel and an item is missing, please reach out to us with the order number, we will offer two solutions:
• Reship the missing product (if in stock)
• A refund

• If you receive a piece of equipment that has been damaged during transport and is unusable, we will ship it again or offer a refund.

• If you receive a box of coffee that is damaged but the bag of coffee itself has not been damaged (ripped, open or pierced), we do not offer support.

• For all pieces of equipment, we do not offer replacement for regular wear & tear or if you inflicted damages, however if you see anything that does not seem normal please reach out to us with a picture and we will offer a replacement.

• Plastic brewer V1: if you have bought the first version of our Plastic Brewer and some cracks started to appear in the structure, we offer replacement withe the new version free of charge, as this is a manufacturing mistake that can occur in some cases.

The currency is set by default to Danish Kroner (DKK), you are welcome to check the conversion rates in your own currency before purchase using google, as they showcase the latest rates.

If you need an invoice, please reach out to us and we will provide it.

When shipped with Postnord, your local postal service will handle the package once it reaches your country. You can track it on their website using the same Postnord tracking ID, which is often more accurate and detailef than the Postnord app.

If you package is "Delivered" but you did not receive it, we will kindly ask you to try to identify the person and see if you can retrieve the package. If you are unable to retrieve the package, contact us.

We offer a variety of international shipping options, from cost-effective services to express deliveries. When you select a tracked option at checkout, you can track your package using the link in your confirmation email. Please allow 2-3 days for tracking updates to appear.

Denmark: 1-5 business days
EU: 5-14 business days
North America: 7-14 business days
Australia: 7-14 business days
South East Asia: 12-24 business days
China & HK: 7-14 business days

Please note that transit times are estimates, and we are not responsible for any delays. Once your package is handed over to the postal service, we only have access to the same information available through your tracking number. For more detailed updates on your package's location, please contact the postal service directly.

• When shipped with Postnord, your local postal service will handle the package once it reaches your country. You can track it on their website using the same Postnord tracking ID, which is often more accurate and detailed than via Postnord.
• If the status of your package is "registered" please reach out to us, we will investigate and reship if necessary.
• If the package has been received by the carrier and is blocked in transit, reach out to the carrier, as we are not able to offer further support.
• If past 30 days your order has still not arrived, please reach out to us and we will offer a replacement or a refund.

• If your parcel is stopped at customs and needs extra paperwork, please reach out to us and we will provide the paperwork to you.
• Please note that we do not take responsibility for any import fees or additional charges that might apply on your package.

For more details please see our Shipping Terms.

Unfortunately it is not possible to pick orders up at our showrooms, as they are not equipped to hold and manage packages.

No, our Showrooms are not equipped to store & handle packages.

• If you order more than one bag of coffee you will get different coffees.

• We ship out your first subscription order the first Tuesday of the month. The next withdrawal will be on the 15th - regardless of when you placed the order.

• Every month you will receive a personal email from our founder that details information about Green Coffee, Roasting and Brewing of the main coffee of the month.

• As we purchase all of our coffee direct - not from importers - we sometime have repeating coffees over the year. And you will receive many different varietals and processing methods from the same farm.

Before you Subscribe, please note that regardless of when you subscribe you will be charged again on the 15th. So, if you want to avoid to be charged twice in your first month. Please place your order after the 15th.

All subscriptions ship the first Tuesday of the month. This means that your order will be awaiting fulfillment from the 15th to the shipping date, regardless of when you create it.

Example:
- May 15th: renewal of your order
- June 4th: shipping of your order
and so on.

Are you going on vacation? Perhaps you have too much coffee and would like to pause your deliveries for a short while? No problem, and no need to cancel your subscription. It’s much easier and convenient to skip one or more of your scheduled shipments.

If you haven’t already accessed it, log in to your account. Head on over to the Subscriptions section of your account dashboard and click the ‘Pause Subscription’ link to choose your terms.

Yes, you can cancel your coffee plan by logging in to your account and going to "Manage My Subscription".
After you cancel, we'll send you any remaining orders made before terminating your membership.

No, it is not possible to choose which coffees you will get in your shipment, however if you have multiple bags in your subscription, each of them will be different*.

*if you have 5+ bags in your subscription, it can happen that you receive a duplicate depending on our offerlist.

Yes, you can add other items to your subscription in "manage my subscription". This will add the desired product to your next shipment.
This needs to be made before the renewal.
If for some reason it did not add the items to your next shipment, contact us and we will add them manually.

If for some reason you are assigned a shipping rate is more expensive than usual, please write to us and we will refund the shipping.

If for any reason you did not get the subscription email, make sure to shoot us an email and we'll make sure to add you to the mailing list.
Here are the latest emails we sent:
September 2024
August 2024
July 2024
June 2024
May 2024

If you are having trouble logging in, it may be because you do not have an account and need to create one.
Having an active subscription does not automatically create an account on our website.

If the shipping rate on your order is wrong, we are not able to change that, the best way to correct it is to cancel and remake a new subscription.

You will find the recipes and informations for each of our coffees here.

Please note those recipes are based on what we serve in our Showroom, they might need a couple of weeks to be updated after the release of a new coffee. As we understand that our Store's setup is professional, you are welcome to use these recipes as a guide, and tune your equipment to achieve your perfect cup.

We recommend you let your beans rest for at least 14 days before brewing, this is what we use in our showrooms, and we find that this way it offers a way better flavor clarity and balance in the cup.

For more details, check out our Youtube channel, where we talk about brewing techniques and the coffees of our lineup.

Risteri 3.jpg__PID:3a943eae-2362-4426-adb2-ef139a58c548

Opening hours for our customer service:
Monday – 13:00 - 16:00
Wed - Fri – 13:00 - 16:00
Closed: Tuesday, Saturday & Sunday, as well as public Holidays.
We won't be able to answer your question outside of these hours.

• If you submit a question after 4pm on Friday, you can expect a reply no earlier than Monday. Similarly, if you reach out on Monday morning, the earliest response will be on Wednesday. Please keep in mind that response times may vary based on the volume of requests. We appreciate your patience and are always happy to assist with your inquiries.
• When contacting us, please reference your order number and provide detailed information about your issue. If your order is damaged of has a defect, be sure to include photos.
• Please note that we do not provide customer service through social media or our showrooms for online purchases; you will be redirected to this page automatically.
• We are here to help, but please remember that customers who communicate with our service team in an impolite manner will be banned from purchasing our products.

Christmas Holidays:
We are currently on Holiday break.

All orders and requests placed during that time will be fulfilled and answered from January 7th.
Please note that we might have some catching up to do, so it might take slightly longer for us to get back to you.
thank you

Full Name^*

Email^*

Order Number

Message^*