FAQ’s – Our answers to your questions.

Free Uk Shipping Over £30

All orders placed with a combined total of £30.00 or over will qualify for automatic free delivery. See terms below for UK Mainland Shipping.

Uk Mainland Shipping

Any UK purchases will be charged a flat rate of £3.50. Sometimes deliveries can be delayed. 

We try to dispatch orders as soon as possible but during busy periods it can take up to 3 working days to dispatch your order. Delivery may take up to 28 days as stated by Royal Mail, however, this usually is 1-3 working days.

If your goods have not arrived after 14 days please let us know.

Next Day Service

For a fully tracked next-day delivery service please select the 24hr option at checkout. All orders received by 1 pm will be dispatched the same day between Monday and Friday.

Europe & Worldwide Shipping

For all of our International customers we are continuing to ship worldwide, to the following continents and countries; Europe, North America, Australia and Japan.

This service is currently carried out through a fully tracked and signed-for service via DHL Air Express. Please see checkout for estimate delivery which range from 1-3 working days.

All of our subscriptions get roasted, packed and shipped after the order has been received. We aim to ship subscriptions every weekday so you should never need to wait long for your coffee.

Our subscription coffees change on the 21st of every month. Usually, you’ll receive a coffee that’s yet to have been released to the general public.

Should you need any help with your subscription, please email roastery@hard-lines.co.uk, we will aim to respond within 48 hours.

Subscription Promotion

Get 20% off your first three subscription orders at hard-lines.co.uk. This offer applies to orders placed for delivery in the United Kingdom, with no minimum order value required, this promotion works in conjuction with Free Shipping discount, which is available to all subscribers.

This promotion is valid for all subscription but excludes gift subscriptions. The discount only applies to new customers.

Offer is available from 01.01.2025 at 00:01 to 31.02.2025 at 23:59. Please note, this offer excludes shipping to all other countries. 

Orders will be dispatched via Royal Mail 48 hour service. Hard Lines cannot be held responsible for any delays with Royal Mail.

To take advantage of the discount, enter the promotional code BREW20 at checkout. The discount cannot be applied retrospectively to orders placed without the code. 

Hard Lines cannot be held responsible for any computer or system errors that prevent the promotional code from being entered. This offer cannot be combined with other promotions, but can be combined in conjuction with free shipping discount, which is available to all subscribers.

Promotion Period:

This promotion is valid while stocks last.

The Offer:

Free Bar of Hard Lines x Tony’s Chocolonely only valid with the product ‘Two Bag Valentine's Bundle’ while stocks last. This offer cannot be added retrospectively to orders.

Order Fulfillment:

Orders will be dispatched via Royal Mail 48 hour service. Hard Lines cannot be held responsible for any delays with Royal Mail.

Due to high volume of orders during this promotion, delivery may be delayed. We appreciate your understanding as we work to fulfill your order as quickly as possible.

Availability:

This offer is only valid while supplies last. We reserve the right to limit quantities.This offer cannot be added retrospectively to orders.

Modification & Termination:

We reserve the right to modify or terminate this promotion at any time without prior notice. By participating in this promotion, you agree to these terms and conditions.

Non-Consumable Goods  

We are happy to accept returns for any faulty equipment or products. To initiate a return, items must be unused and in their original packaging. Please send them to Hard Lines Coffee Roasters, Unit 13 Fairfield Industrial Estate, Gwaelod y Garth, Cardiff CF15 8LA. Returns should be made within 14 days of purchase. If the goods are not faulty, the return shipping cost will be your responsibility, and you must provide proof of the return. For faulty items, we will arrange for collection using our courier service, and you'll need to be available for the scheduled pickup.

Consumable Goods

While we strive to ensure your satisfaction with every order, we only offer replacements or refunds for coffee if it is faulty or damaged. Any such claims will be assessed by our Production team and Head of Coffee. If you encounter any issues, please reach out to our team via email at roastery@hard-lines.co.uk and we’ll work together to find a solution.

Your privacy is important to us. We never share, sell or in any way distribute your information to anyone. When you order, we need to know your name, e-mail address, delivery address – credit card payments are processed through Stripe so we do not have access to your credit card details.

With your consent we collect your email address to keep you informed of happenings and new coffees at Hard Lines. If you wish to unsubscribe to this mailing list you can opt to unsubscribe at the bottom of any of our emails; alternatively please contact team@hard-lines.co.uk.

Complaints:

Hard Lines will acknowledge and aim to respond to any complaint within 5 working days.