FAQ

Our coffee is best used within 3 months of its roast date.

We recommend keeping it in a cool, dry place, away from heat or direct sunlight. Make sure to always keep it sealed in its bag, or in an airtight container.

Try to avoid chilling or freezing your coffee, as this can affect the freshness. We only recommend freezing under special circumstances, such as for long, uninterrupted periods.

We're here to help!

Why not try our Kiss the Hippo Brew Bundles which you can find here. You can choose to send it to your address or directly to the recipient’s door.

Not sure what to buy them? Give them the gift of choice with a Kiss the Hippo Coffee E-Gift Card.

We work with dedicated farmers all across the world who are committed to growing the best tasting, most sustainable coffee possible. We pay a premium for quality - the higher the quality, the more we pay. We buy only in-season, fully traceable coffee that matches our strict standards. To learn more about our sourcing ethos, visit https://kissthehippo.com/blogs/news/our-sourcing-ethos

At Kiss the Hippo, we pride ourselves on the relationships we have cultivated with our producing partners. It is important to know where our coffee comes from, and to this end we visit each farm we buy from at least once every 12 months.

Unfortunately, Fair Trade does not provide an incentive for quality. We often pay our farmers twice what Fair Trade would be paying, and more. Paying more for quality is key to incentivising sustainable farming best practices.

Most organic coffee farms are judged on only one aspect: no chemicals. Of course this is important, but it is not the only factor: labour must be paid well; water should be conserved and recycled; wildlife and the local ecosystem have to preserved. Most importantly, there is rarely a link between high cup quality and organic certification. In many cases, producers cannot afford the high fees for organic certification, but also cannot afford chemicals - they are organic in all but name. In our sourcing, we look closely at every farm we work with, in order to not discriminate against those who are not certified organic but who nonetheless produce incredible coffee.

To read more on where we stand on organic vs non organic coffees visit: https://kissthehippo.com/blogs/news/organic-vs-non-organic

Yes, we do. We always have a seasonal sourced decaf coffee that you can find out more abouthere.

We always recommend grinding right before brewing to preserve the freshness of the roast. However, you can also choose the ground option for our retail and subscription bags. 

Don't have a coffee grinder? Not to worry, we also stock coffee grinders to help you brew the perfect cup at home.

When deciding on the grind options for our ground coffee, we went with what would get the best results from the countless different machines and types of equipment out there. Unfortunately, not all brewing equipment is the same, and coffee itself will act differently the longer from roast it has been, which means in some cases our ground options may not work with your unique setup. Espresso and stove top brewers are most often affected by this, because of the limited range of grind sizes that allow them to brew correctly. However, there are some brewing tips we can give to help you get a great cup even if we cannot guarantee our ground coffee will work perfectly on all brewers. Please drop us a line at roasting@kissthehippo.com

 The easiest way to get deliciously consistent coffee is to grind it at home right before you brew. We offer a range of great grinders for every kind of brewer, and as always if you need any help choosing please get in touch.

Our aim is to make the journey from farm to cup as direct, ethical and sustainable as possible. Transparency in our coffee supply chain is vital, and we make sure that our partners uphold the same standards that we do. We are committed to supporting producers at origin who share our values by developing long-term relationships.

Our offerings reflect the seasonality of coffee and we will always finish each lot before the next harvest is available.

There are so many different ways to enjoy the coffees we love so much. We are here to help and offer brewing guides for a range of different brewing techniques.

The short answer is yes. The long answer? They’re shaped in the original Nespresso capsule style, so they’ll work with pretty much any Nespresso-compatible coffee pod machine – although they’re not compatible with Nespresso Vertuo, Dolce Gusto, Lavazza and Tassimo machines.

The pods themselves are made from biodegradable bioplastic, the lid from paper and PLA, and the box from recycled, recyclable card.

Each one is filled with our fan-favourite George St Blend, so they should be stored as you’d store coffee – ideally in a cool, dark place, so not kept inside an in-built Nespresso machine between uses.

They’ve been given the thumbs up for industrial composting, where they’ll be fully broken down after six weeks. You can put them in your home composter, but it might take 10 weeks for the to break down based on factors like temperature, heap size and microclimate.

Don't worry if you've emptied your pods into the same basket and you don't know which is which. Our pods are distinguishable from one another - each coffee has a different coloured ring around the top lid matching to the colour on the front of the package: 

Our Organic House Blend has a red ring

Our Classic Blend has a purple ring

Our Decaf has a blue ring

We roast on Mondays and Tuesdays, and make sure all of our orders are dispatched by Wednesday. Once we receive your order, your subscription will be dispatched with 2 business days.

Our coffee changes seasonally to showcase new lots, but we know what it’s like to fall in love with a specific coffee! Drop us a line at roasting@kissthehippo.com and we’ll do our best to get it back to you.

Ever since the pandemic started, we’ve been seeing changes in the delivery times that shipping providers are able to accomplish. Depending on their current staffing status at any moment, we’ve been seeing everything from incredibly quick next day delivery to orders taking quite some time to arrive.

We will dispatch a replacement coffee if your order hasn’t arrived within 10 business days after we dispatched it. 

We do ask that you please wait 5 business days since your order was dispatched to drop us a line about its status. 

If you’ve been waiting for your order to arrive for longer than the timeframes listed above, please contact our Roastery team at roasting@kissthehippo.com! They’ll make sure you receive your order as soon as possible.

If you chose a 250g bag or a pack of 30 pods subscription, you won’t have to be around when your order is delivered - our coffee packages have been custom made to fit into almost any letterbox!

For 1kg subscriptions, you’ll have to arrange a redelivery with Royal Mail.

We currently ship to UK & EU with Royal Mail. However, we’re planning to extend our delivery range soon! If you live outside of our area, please feel free to send us an email at roasting@kissthehippo.com and we’ll see what we can do.

Yes! Your subscription member profile makes it easy to skip or delay your subscription at your convenience.

Of course! You can log into your subscription member profile at any time and choose the frequency that’s best for you. If you need any further assistance, just send us an email at roasting@kissthehippo.com. We’re here to help!

Yes - in addition to letting you skip, delay, or cancel your subscription at any time, your member profile also makes it easy for you to update your personal information and payment methods.

If you ever have any trouble accessing your account, please contact us so we can sort it out for you!

Payments are charged to the chosen credit or debit card you used to sign up to our subscription service. For ongoing subscriptions, your first payment will be charged upon completion of your initial transaction. After that, payments will be taken with every delivery.

If you’ve chosen a gift subscription, you’ll pay for the gift subscription for your selected duration up front.

You can see your next billing date and update your payment details at any time by logging into your subscription account.

All you have to do is log into your subscription member account - it makes it easy for you to skip, delay, or cancel your subscription and personal information at any time. 

Cancellation is effective immediately so you won’t be billed again.

Currently we accept VISA, Mastercard, American Express and PayPal. We are excited to let you know that we are now accepting cryptocurrency payments as well. You can select from 8 different cryptocurrencies:Bitcoin, Bitcoin Cash, DAI, Ethereum, Litecoin, Dogecoin, or USD Coin.

We roast on Mondays and Tuesdays, and aim to dispatch all orders within 2 business days of being placed.

To ensure you get the freshest roasts, please place your order before midnight Sunday, to make our weekly roasting schedule.

If you have chosen to order fresh coffee with your brewing gear or you are ordering a brew bundle, we will ship your order with your fresh coffee as part of our roasting schedule.

UK Orders:

For UK orders, we offer the following shipping options to choose from.

Orders under £50:

Standard Carbon Neutral Delivery (Packfleet) 2-3 working days: £3.90

Orders over £50:

Express Carbon Neutral Delivery (Packfleet) 1-2 working days: FREE

Free Shipping on all UK Subscription orders.

For International orders, shipping costs will be calculated at checkout. Orders will be sent via DHL Express.

For EU orders, shipping costs will be calculated at checkout. Orders will be sent via Royal Mail.

Custom Duties and Import VAT

When a package is shipped internationally, it may be subject to import taxes, customs duties, and/or fees imposed by the destination country. These charges will typically be due once the shipped goods arrive at the country of destination.

The recipient is responsible with ensuring to comply with laws and regulations of the country of destination. Kiss the Hippo Coffee does not have any responsibility on these additional charges that may apply.

Ever since the pandemic started, we’ve been seeing changes in the delivery times that shipping providers are able to accomplish. Depending on their current staffing status at any moment, we’ve been seeing everything from incredibly quick next day delivery to orders taking quite some time to arrive.

For all coffee orders, we will dispatch a replacement coffee if your order hasn’t arrived within 10 business days after we dispatched it. 

We do ask that you please wait 5 business days since your order was dispatched to drop us a line about its status. 

All promo codes can be redeemed at checkout. Simply enter it into the box marked promo code and press apply. You can only use one promo code per order.

Unfortunately, you can't merge multiple discount codes into a single code. If you have multiple discount codes, you can use them for separate online orders.

We love to collaborate with quality people who appreciate our coffees as much as we do. To learn about potential partnerships, please get in touch with our wholesale team via this contact form https://kissthehippo.com/pages/wholesale

At Kiss the Hippo Coffee your experience is of primary importance to us. We are dedicated to providing exceptional coffee, goods and services. As such, we have built our returns policy to ensure you're happy with your purchase.

Coffee - As coffee is a natural product that is perishable and is roasted to order, we are unable to accept returns on coffee orders. If there has been an error with your order, please contact us at roasting@kissthehippo.com within 28 days of your purchase. If the coffee taste isn't to your liking, our coffee team will be more than happy to help you discover other options based on your preferences.

Brewing Gear and everything else - If you have any problems with your order, please don't hesitate to reach out to our customer support team about a return or exchange within 28 days of purchase. Simply email us at info@kissthehippo.com and we will do the rest.

This is our way of showing our appreciation. You’ll earn points for activities on our site, like referrals and purchases. You can use them to earn discounts and free products, so the more you collect the more you save.

By creating an account at kissthehippo.com, you are automatically enrolled in the program.

You can earn points for all sorts of activities, including referring friends, and making purchases. To see all the ways you can earn points click the gift icon on the menu.

Your point balance will be on your account page.

Select the tab called Redeem Points. Here you’ll see all the rewards we offer. If you have enough points, you can redeem them for a reward.

No, there’s no limit to earning loyalty rewards points! But the maximum reward voucher you can redeem per order is £100.

Your pending points will become cancelled and will be removed from your account.

You, or someone you referred, cancelled or returned a purchase.

It can sometimes take a few minutes for us to process your activity and provide your points. If you still do not see your points, please contact us.

Just contact us and we'll re-enroll you. However, your point total will begin from zero.

You can use our points slider to use points during checkout. If you decide not to use the points after selecting, they will be added to your rewards account in the form of a discount code to use at a later date.

Please use our normal contact details.

Approved: These points can be redeemed on rewards immediately
Pending: These points are need to be verified before you can redeem them. This typically applies to purchases and referrals
Cancelled: These points will not be added to your account. For example, this will happen if you cancel a purchase (the points will change from pending to cancelled)

If you no longer wish to earn points, please contact us and ask to be unenrolled. We'll unenroll you and you will lose any points you have accrued.