Shipping

Shipping, Delivery & Holiday Operations

(Updated: 24th December)

Current Status: 🎄 HOLIDAY SCHEDULE / JANUARY DISPATCH

Due to high demand and the national holiday courier schedule, please read the following regarding delivery times.

1. Delivery Expectations

  • Orders placed after Dec 23rd: These are processed as Pre-Orders for our January Restock. Dispatch will resume in the first week of January.

  • Existing Orders: If you have placed and order or received a tracking number, your parcel is currently with the courier network. Please allow extra time for tracking updates as couriers clear the Christmas backlog.

2. Cancellation Policy

To ensure fast dispatch, our system automatically sends orders to our fulfillment centre immediately after purchase.

  • Processing Window: We generally cannot cancel an order once it has entered the "Picking" queue.

  • Requesting a Cancellation: If you need to request a change, please email us immediately. We will attempt to stop the order if it hasn't been processed yet, but this is not guaranteed. In any case you will still apply for a full refund if you decide to return the item once it has arrived

  • Returns: If your order has already been processed, you are welcome to return the item in its original condition within 30 days of delivery for a refund.

3. IMPORTANT: Bank Disputes (Chargebacks)

Please read this before contacting your bank.

Please note: Opening a formal dispute with your bank or payment provider will automatically freeze the refund process for 60–90 days while they investigate.

  • The "Freeze" Risk: Opening a dispute legally freezes the transaction funds.

  • The Delay: Bank investigations typically take 60 to 90 days to resolve. During this time, our hands are tied, and we are technically blocked from issuing a refund or sending a replacement until the bank closes the case months later.

  • The Solution: Contact our support team directly. We can resolve issues significantly faster than the banking system.

4. Shipping Guarantee & Transit Updates

While holiday volume may affect courier speeds (Royal Mail/Evri), we monitor every shipment.

  • Your Protection: If a parcel is confirmed lost in transit, we will issue a replacement or refund immediately. You are never left out of pocket.

  • Tracking Note: During peak times, tracking may pause between depots or show "Delivered" 24 hours before actual arrival. Please allow 1 extra business day before contacting support.

Customer Support: 📧 info@freshvitalitycoffee.com (Please allow 24-72 hours for a response during the holiday period)