Frequently Asked Questions

General

Where is the company based and where do you roast the coffee?

Kolibri is a coffee company based in The Hague and we co-roast the coffee beans in the Netherlands with a really good partner.

What form of payment do you accept?

You can pay with Mastercard, VISA, American Express and ideal (available for maestro customers).

Kolibri coffee reserves the right to cancel orders without prior notice due to technical errors, changes in VAT and taxes, out of stock items or force majeure.

Can I cancel or make changes in my order?

You can cancel or make any change in your order until it has not been completed. Please contact us directly and provide name, email, and order number.

If we have already completed or shipped your order it will no longer be possible to change your order.

When is my purchase refunded?

If you cancel your order before it has been completed, we will refund you within not more than 15 days. Refund transaction costs are between 0,5€ for maestro cards and 1€ credit cards. These costs are assumed by the buyer.

How Do I apply a discount code?

If you have a discount coupon you can use it when you check out within the input field.

Do you have wholesale offers?

Yes, we do! You can check out the wholesale section to read more about our service and get in contact. We’ll get back to you a soon as possible.

Shipping

Which countries do you ship to?

We currently ship within Europe. If you have a special need please get in touch with us. See the shipping info here.

What is the cost of shipping?

The shipping costs depend on where you place the order and the total weight. Shipping costs are automatically calculated at check out based on the shipping rates.

Orders above 35€ will have free standard shipping within The Netherlands.

How do I track my shipment?

You will receive an email with your track & trace code of your package once your order is shipped.

When Can I expect to receive my order?

Orders within The Netherlands are delivered within 1-3 business days from shipment.

All orders in the rest of Europe shipped with our Standard delivery option takes 3-10 business days.

What is your return policy?

You are eligible to return products (equipment/ merchandise) bought on our webshop within 14 days of delivery according to European trade laws. Please return items in the original packaging with all labels/tags and in unused conditions.

Coffee items are non-refundable due to the nature of the product. If you are not satisfied with the quality of the product, please contact us directly.

What should I do if I received a wrong order (different or defective product)?

You must contact us as soon as possible via email and tell us the issue with your order number. Please attach media of the delivered products inside the shipping box.

We’ll get back to you with a solution.

What should I do if I don’t receive my orden within the estimated delivery timeframe?

Please send us a message with your order number and track&trace code. We will then send a request to our carrier to locate your package or we will send you a new one as soon as possible.

Product

Where your coffee comes from?

We offer specially selected coffee beans from worldwide tropical highlands directly from the source, focusing on high quality and sustainability.

Considering that coffee is a seasonal product, our offer changes throughout the year to guarantee that all the beans we select keeps the freshness of the most recent harvest. We buy and roast in small batches to ensure we get the best qualities out of each coffee.

Our plan is working with different farmers from all regions (Central & South America, Africa and Asia) where the coffee is grown.

How should I brew my coffee?

Brewing coffee is a personal matter, all depends on your taste and what you like the most. Learn more with our brew guides which will help you to find a perfect cup.

When is the coffee best?

The life cycle of the product in good condition is 3 months after roasting. Once this time has passed, the coffee will begin to lose some of its properties, thus modifying its flavour and aroma.

For all our espresso roasts, we recommend to start using it after two weeks from roasting date, when the coffee is degassed. For all our filter roasts, we suggest to only start brewing them one week after roasting.

How can I keep my coffee fresh for longer?

Keep the coffee in the original packaging if possible and store it in a place away from sunlight.

Our bags have a special high oxygen barrier that preserves the freshness and quality of the coffee inside and a valve that lets gasses out.

Is it possible to have ground coffee?

Yes, that is possible if you do not have a grinder at home. However, we suggest buying whole bean coffee, otherwise it may lose its freshness.

Sustainability

Do you have a sustainable coffee supply chain?

Sustainability for us is a fundamental issue, not only because of the importance that producers have good environmental practices within their crops, but also because of the balance that must exist between the economic growth and social well-being of their surrounding communities. (Read our philosophy)

We take care the following actions in our business:

Fair price
Direct trade
Best quality
Farmers Relationship
Communities support

Unfortunately, we can not avoid the transport emissions since the coffee is imported from the worldwide tropical Highlands, however we share each load with other importers in the most efficient way possible based on the demand that is needed to supply the market and require fewer shipments.

Is your packaging eco-friendly?

Yes, we work with paper bags (both white and brown kraft paper) which are aluminum free, 100% recyclable and contain a high oxygen barrier that keeps coffee fresh.

In addition, all our packaging products (Tape,Tissue,Sticker and Mailbox) are eco-friendly so we can provide to our customers an unboxing experience that does not turn into excessive amounts of non-recyclable plastic.

We are proud to partner a supplier that has a program to contribute to global reforestation for every order we place.