FAQ

COMPANY

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: labor 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 btw organic vs non organic coffees visit: https://kissthehippo.com/blogs/news/organic-vs-non-organic

We prefer to focus on quality over quantity: our coffee selection is always very focused, with a maximum of 6 to 8 coffees at a time.

Yes, we do. We always have a seasonal sourced decaf coffee that you can find more about it here.

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 bags. Subscriptions are currently only for whole bean, but we are working on adding ground options as well. 

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.

We roast on Mondays and Tuesdays, and make sure all of our orders are dispatched by Wednesday. Once we receive your order, your subscription package will be dispatched after our next roast day.

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 orders@kissthehippo.com and we’ll do our best to get it back to you.

We ship all of our UK subscription packages First Class (untracked) via Royal Mail, as is standard. For international orders, we use Royal Mail economy.

If you live in the UK, you can expect your subscription package to arrive within 2-3 working days of our Wednesday dispatch. For international subscribers, orders should arrive within 5-10 working days.

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

If you chose a 250g subscription, you won’t have to be around when your order is delivered - our coffee bags 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. 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 orders@kissthehippo.com and we’ll see what we can do.

Yes! Your subscription member profile makes it easy to pause and resume 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 orders@kissthehippo.com. We’re here to help!

It’s up to you! We offer 3-month, 6-month, and ongoing subscriptions.

Yes - in addition to letting you change, pause, 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, and your first order will be dispatched the following Wednesday. After that, payments will be taken with every delivery.

If you’ve chosen a 3-month or 6-month subscription, you’ll pay for the entire period 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 change, pause, or cancel your subscription and personal information at any time. 

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

In order to bring you the freshest coffee possible, we only sell whole bean coffee. However, we do carry grinders in our online shop! The small, electric Wilfa Grinder and the manual, travel-friendly Porlex Hand Grinder are two of our favourites.

Currently we accept VISA, Mastercard, American Express and PayPal.

We roast on Mondays and Tuesdays, and dispatch your coffee orders every Wednesday to ensure you receive the freshest roasted beans.

So please place your order before midnight Sunday, to make our weekly roasting schedule.

If you are only ordering brewing gear, your order will be shipped the following business day, provided it is placed before 2pm.

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, dispatching on Wednesdays.

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

Under 2kg:

Orders with coffee

Royal Mail First Class post. Delivery within 3 working days: Free of charge

FedEx Next day delivery: £6.90

Orders without coffee

Royal Mail First Class post. Delivery within 3 working days: £2.60

FedEx Next day delivery: £6.90

Over 2kg:

FedEx Next day delivery: £6.90

For EU and International orders, the shipping costs will be calculated at checkout. The shipping options are listed below.

Under 2kg:

Royal Mail International Tracked

FedEx International Priority 

Over 2kg:

FedEx International Priority 

All coffee orders are roasted on Mondays and Tuesdays, and shipped on Wednesdays. If your order does not include coffee and is placed before 2pm it will be shipped the next business day.

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.

All promo codes can be redeemed at checkout. Simply enter it into the box marked promo code and press apply.

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.

Whole Bean 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 support@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 support@kissthehippo.com and we will do the rest.