Shipping

Free UK Shipping Over £30 

All orders with a combined total of £30.00 or over qualify for automatic free delivery to UK  mainland addresses. 

UK Mainland Shipping 

Orders under £30 are charged a flat rate of £3.50. We aim to dispatch orders within 1-3 working  days. Delivery typically takes 1-3 working days via Royal Mail 48.  

Next Day Delivery 

For fully tracked next-day delivery, select the 24hr option at checkout (additional charges apply).  Orders must be received by 1 PM Monday-Friday for same-day dispatch. 

International Shipping 

We ship worldwide via DHL Air Express to Europe, North America, Australia, and Japan. Delivery  times range from 1-3 working days with full tracking and signature required. International  customers are responsible for any customs duties or taxes that may apply. 

What if my order doesn't arrive? 

If your UK order hasn't arrived after 10 working days, or your international order after 14 days, please contact us immediately at orders@hard-lines.co.uk with your order number.

Coffee & products

What types of coffee do you offer? 

We specialise in specialty coffee roasted fresh to order. Our selection includes single-origin coffees  from around the world and carefully crafted blends. Each coffee comes with detailed tasting notes  and origin information to help you choose the perfect cup. 

How fresh is your coffee? 

All our coffee is roasted to order and typically shipped within 1-3 working days of roasting. We  include the roast date on every bag so you know exactly how fresh your coffee is. 

How should I store my coffee? 

Store your coffee beans in a cool, dry place away from direct sunlight. Keep them in the original  bag or an airtight container. For best flavour, consume within 3 months of the roast date. Avoid  storing coffee in the fridge or freezer. 

What grind size should I choose? 
  • Whole Bean: Best for maximum freshness (grind just before brewing)

  • Coarse: French press - cafetière, cold brew 

  • Medium: Pour over, AeroPress 

  • Fine: Espresso, moka pot 

If you're unsure, we recommend whole bean and grinding at home. 

Do you offer decaf options? 

Yes, we offer decaffeinated coffee processed using the Swiss Water method, preserving flavor while  removing 99.9% of caffeine.  

Are there any allergens in your coffee? 

Our coffees are naturally gluten-free and vegan. If you have specific allergen concerns, please contact us at orders@hard-lines.co.uk

 

Subscriptions

 

How do subscriptions work? 

Our coffee subscriptions deliver fresh, expertly roasted coffee to your door automatically. Choose from weekly, bi-weekly, or monthly delivery frequencies. 

When do subscription coffees ship? 

Subscription orders are roasted, packed, and shipped every weekday. You'll typically receive a  coffee that hasn't been released to the general public yet. 

Can I pause or cancel my subscription? 

Yes, you can pause, modify, or cancel your subscription anytime from your account dashboard or by emailing orders@hard-lines.co.uk. Changes made before your next billing date will take effect  immediately. 

When do subscription coffees change? 

Our subscription coffee selection changes on the 21st of every month, ensuring you experience a variety of exceptional coffees. 

Can I change my delivery frequency? 

Absolutely. Log into your account to modify delivery frequency, grind preference, or delivery  address anytime. 

What if I'm away? 

You can skip deliveries or pause your subscription temporarily through your account dashboard. We recommend doing this at least 3 days before your next scheduled delivery. 

 

Ordering & payments

What payment methods do you accept? 

We accept all major credit and debit cards (Visa, Mastercard, American Express) through our secure Stripe payment system. We also accept PayPal and Apple Pay. All transactions are encrypted and secure.

Can I modify or cancel my order? 

Orders can be modified or cancelled within 1 hour of placing, as long as they haven't been  dispatched. After this window, please contact orders@hard-lines.co.uk and we'll do our best to help.  

How do I track my order? 

You'll receive a dispatch confirmation email with tracking information once your order ships. You  can track your package using the provided tracking number on Royal Mail or DHL's website,  depending on your shipping method. 

Do you offer gift options? 

Yes! You can add gift messaging during checkout, and we can send orders directly to recipients.  Gift Subscriptions and Gift Cards are also available - perfect for the coffee lover in your life. 

Can I get a receipt for my order? 

Yes, you'll automatically receive an email receipt after placing your order. If you need an Invoice please contact orders@hard-lines.co.uk and we will be happy to help. 

Terms & conditions - subscription promotion

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 30.09.2025 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.

Sustainability & recyclability

Is your packaging environmentally friendly? 

Yes! Our bags use Wastemade™ RE:MONO laminate made from up to 85% post-consumer recycled material with approximately half the carbon footprint of conventional plastic. All bags are  recyclable with soft plastics (LDPE4) at major supermarket collection points. Find your nearest point

Do you source coffee ethically? 

We work directly with farmers and cooperatives, ensuring fair prices and sustainable farming  practices.  

What's your approach to sustainability? 

We are a proud 1% for the Planet member. Beyond recyclable packaging, we minimise waste through precise roasting, efficient shipping, and supporting environmental initiatives at home, and in coffee-growing regions via our social-action programme Ground Level

Refund & returns

Non-Consumable Goods 

We accept returns for faulty equipment within 14 days of purchase. Items must be unused and in  original packaging. Return to: Hard Lines, Unit 8 Fairfield Industrial Estate, Gwaelod y Garth, Cardiff CF15 8LA. 

For faulty items, we'll arrange collection at no cost to you. For non-faulty returns, you're  responsible for return shipping costs and must provide proof of postage. 

Coffee Returns 

While we strive for satisfaction with every order, we only offer replacements or refunds for coffee  that is faulty or damaged. Our Production team and Head of Coffee assess all claims. Contact orders@hard-lines.co.uk with any concerns. 

How long do refunds take? 

Refunds are processed within 5-7 working days once we receive and assess returned items. Refunds  appear on your original payment method within 3-5 business days.

Contact information

 

General and order enquiries: orders@hard-lines.co.uk
Wholesale enquiries: wholesale@hard-lines.co.uk 
Brand & press enquiries: Brand@hard-lines.co.uk 

Address: Hard Lines, Unit 8 Fairfield Industrial Estate, Gwaelod y Garth, Cardiff CF15 8LA 

We aim to respond to all enquiries within 48 hours during business days (Monday-Friday). For urgent matters, please mark your email as "URGENT" in the subject line. 

Customer Service Hours: Monday to Friday, 9:00 AM - 5:00 PM

 

Technical issues

The website isn't working properly

Try clearing your browser cache and cookies, or try a different browser. If problems persist, contact  orders@hard-lines.co.uk with details about the issue and your browser type. 

I can't apply my discount code 

Discount codes must be entered at checkout before completing your order. They cannot be applied  retrospectively. Ensure the code hasn't expired and meets any minimum spend requirements.

 

Privacy

Hard Lines Coffee Privacy Policy.

Last updated: 14/06/2023

This Privacy Policy describes how Hard Lines Coffee (the "Site", "we", "us", or "our") collects, uses, and discloses your personal information when you visit, use our services, or make a purchase from www.hard-lines.co.uk (the "Site") or otherwise communicate with us (collectively, the "Services"). For purposes of this Privacy Policy, "you" and "your" means you as the user of the Services, whether you are a customer, website visitor, or another individual whose information we have collected pursuant to this Privacy Policy.

Please read this Privacy Policy carefully. By using and accessing any of the Services, you agree to the collection, use, and disclosure of your information as described in this Privacy Policy. If you do not agree to this Privacy Policy, please do not use or access any of the Services.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time, including to reflect changes to our practices or for other operational, legal, or regulatory reasons. We will post the revised Privacy Policy on the Site, update the "Last updated" date and take any other steps required by applicable law.

How We Collect and Use Your Personal Information

To provide the Services, we collect and have collected over the past 12 months personal information about you from a variety of sources, as set out below. The information that we collect and use varies depending on how you interact with us.

In addition to the specific uses set out below, we may use information we collect about you to communicate with you, provide the Services, comply with any applicable legal obligations, enforce any applicable terms of service, and to protect or defend the Services, our rights, and the rights of our users or others.

What Personal Information We Collect

The types of personal information we obtain about you depends on how you interact with our Site and use our Services. When we use the term "personal information", we are referring to information that identifies, relates to, describes or can be associated with you. The following sections describe the categories and specific types of personal information we collect.

Information We Collect Directly from You

Information that you directly submit to us through our Services may include:

- Basic contact details including your name, address, phone number, email.

- Order information including your name, billing address, shipping address, payment confirmation, email address, phone number.

- Account information including your username, password, security questions.

- Shopping information including the items you view, put in your cart or add to your wishlist.

- Customer support information including the information you choose to include in communications with us, for example, when sending a message through the Services.

Some features of the Services may require you to directly provide us with certain information about yourself. You may elect not to provide this information, but doing so may prevent you from using or accessing these features.

Information We Collect through Cookies

We also automatically collect certain information about your interaction with the Services ("Usage Data"). To do this, we may use cookies, pixels and similar technologies ("Cookies"). Usage Data may include information about how you access and use our Site and your account, including device information, browser information, information about your network connection, your IP address and other information regarding your interaction with the Services.

Information We Obtain from Third Parties

Finally, we may obtain information about you from third parties, including from vendors and service providers who may collect information on our behalf, such as:

- Companies who support our Site and Services, such as Shopify.

- Our payment processors, who collect payment information (e.g., bank account, credit or debit card information, billing address) to process your payment in order to fulfill your orders and provide you with products or services you have requested, in order to perform our contract with you.

- When you visit our Site, open or click on emails we send you, or interact with our Services or advertisements, we, or third parties we work with, may automatically collect certain information using online tracking technologies such as pixels, web beacons, software developer kits, third-party libraries, and cookies.

Any information we obtain from third parties will be treated in accordance with this Privacy Policy. We are not responsible or liable for the accuracy of the information provided to us by third parties and are not responsible for any third party's policies or practices. For more information, see the section below, Third Party Websites and Links.

How We Use Your Personal Information

- Providing Products and Services. We use your personal information to provide you with the Services in order to perform our contract with you, including to process your payments, fulfill your orders, to send notifications to you related to you account, purchases, returns, exchanges or other transactions, to create, maintain and otherwise manage your account, to arrange for shipping, facilitate any returns and exchanges and to enable you to post reviews.

- Marketing and Advertising. We use your personal information for marketing and promotional purposes, such as to send marketing, advertising and promotional communications by email, text message or postal mail, and to show you advertisements for products or services. This may include using your personal information to better tailor the Services and advertising on our Site and other websites.

- Security and Fraud Prevention. We use your personal information to detect, investigate or take action regarding possible fraudulent, illegal or malicious activity. If you choose to use the Services and register an account, you are responsible for keeping your account credentials safe. We highly recommend that you do not share your username, password, or other access details with anyone else. If you believe your account has been compromised, please contact us immediately.

- Communicating with you. We use your personal information to provide you with customer support and improve our Services. This is in our legitimate interests in order to be responsive to you, to provide effective services to you, and to maintain our business relationship with you.

Cookies

Like many websites, we use Cookies on our Site. For specific information about the Cookies that we use related to powering our store with Shopify, see https://www.shopify.com/legal/cookies. We use Cookies to power and improve our Site and our Services (including to remember your actions and preferences), to run analytics and better understand user interaction with the Services (in our legitimate interests to administer, improve and optimize the Services). We may also permit third parties and services providers to use Cookies on our Site to better tailor the services, products and advertising on our Site and other websites.

Most browsers automatically accept Cookies by default, but you can choose to set your browser to remove or reject Cookies through your browser controls. Please keep in mind that removing or blocking Cookies can negatively impact your user experience and may cause some of the Services, including certain features and general functionality, to work incorrectly or no longer be available. Additionally, blocking Cookies may not completely prevent how we share information with third parties such as our advertising partners.

How We Disclose Personal Information

In certain circumstances, we may disclose your personal information to third parties for legitimate purposes subject to this Privacy Policy. Such circumstances may include:

- With vendors or other third parties who perform services on our behalf (e.g., IT management, payment processing, data analytics, customer support, cloud storage, fulfillment and shipping).

- With business and marketing partners, including Shopify, to provide services and advertise to you. For example, we use Shopify to support personalized advertising with third-party services. Our business and marketing partners will use your information in accordance with their own privacy notices.

- When you direct, request us or otherwise consent to our disclosure of certain information to third parties, such as to ship you products or through your use of social media widgets or login integrations, with your consent.

- With our affiliates or otherwise within our corporate group, in our legitimate interests to run a successful business.

- In connection with a business transaction such as a merger or bankruptcy, to comply with any applicable legal obligations (including to respond to subpoenas, search warrants and similar requests), to enforce any applicable terms of service, and to protect or defend the Services, our rights, and the rights of our users or others.

We have, in the past 12 months disclosed the following categories of personal information and sensitive personal information (denoted by *) about users for the purposes set out above in "How we Collect and Use your Personal Information" and "How we Disclose Personal Information":

Category:

- Identifiers such as basic contact details and certain order and account information

- Commercial information such as order information, shopping information and customer support information

- Internet or other similar network activity, such as Usage Data

Categories of Recipients:

- Vendors and third parties who perform services on our behalf (such as Internet service providers, payment processors, fulfillment partners, customer support partners and data analytics providers)

- Business and marketing partners

- Affiliates

We do not use or disclose sensitive personal information for the purposes of inferring characteristics about you.

We have "sold" and "shared" (as those terms are defined in applicable law) personal information over the preceding 12 months for the purpose of engaging in advertising and marketing activities, as follows.

Category of Personal Information

- Identifiers such as basic contact details and certain order and account information

- Commercial information such as records of products or services purchased and shopping information

- Internet or other similar network activity, such as Usage Data

Categories of Recipients

- Business and marketing partners

User Generated Content

The Services may enable you to post product reviews and other user-generated content. If you choose to submit user generated content to any public area of the Services, this content will be public and accessible by anyone.

We do not control who will have access to the information that you choose to make available to others, and cannot ensure that parties who have access to such information will respect your privacy or keep it secure. We are not responsible for the privacy or security of any information that you make publicly available, or for the accuracy, use or misuse of any information that you disclose or receive from third parties.

Third Party Websites and Links

Our Site may provide links to websites or other online platforms operated by third parties. If you follow links to sites not affiliated or controlled by us, you should review their privacy and security policies and other terms and conditions. We do not guarantee and are not responsible for the privacy or security of such sites, including the accuracy, completeness, or reliability of information found on these sites. Information you provide on public or semi-public venues, including information you share on third-party social networking platforms may also be viewable by other users of the Services and/or users of those third-party platforms without limitation as to its use by us or by a third party. Our inclusion of such links does not, by itself, imply any endorsement of the content on such platforms or of their owners or operators, except as disclosed on the Services.

Children's Data

The Services are not intended to be used by children, and we do not knowingly collect any personal information about children. If you are the parent or guardian of a child who has provided us with their personal information, you may contact us using the contact details set out below to request that it be deleted.

As of the Effective Date of this Privacy Policy, we do not have actual knowledge that we "share" or "sell" (as those terms are defined in applicable law) personal information of individuals under 16 years of age.

Security and Retention of Your Information

Please be aware that no security measures are perfect or impenetrable, and we cannot guarantee "perfect security." In addition, any information you send to us may not be secure while in transit. We recommend that you do not use unsecure channels to communicate sensitive or confidential information to us.

How long we retain your personal information depends on different factors, such as whether we need the information to maintain your account, to provide the Services, comply with legal obligations, resolve disputes or enforce other applicable contracts and policies.

Your Rights and Choices

Depending on where you live, you may have some or all of the rights listed below in relation to your personal information. However, these rights are not absolute, may apply only in certain circumstances and, in certain cases, we may decline your request as permitted by law.

- Right to Access / Know. You may have a right to request access to personal information that we hold about you, including details relating to the ways in which we use and share your information.

- Right to Delete. You may have a right to request that we delete personal information we maintain about you.

- Right to Correct. You may have a right to request that we correct inaccurate personal information we maintain about you.

- Right of Portability. You may have a right to receive a copy of the personal information we hold about you and to request that we transfer it to a third party, in certain circumstances and with certain exceptions.

- Right to Opt out of Sale or Sharing or Targeted Advertising. You may have a right to direct us not to "sell" or "share" your personal information or to opt out of the processing of your personal information for purposes considered to be "targeted advertising", as defined in applicable privacy laws. Please note that if you visit our Site with the Global Privacy Control opt-out preference signal enabled, depending on where you are, we will automatically treat this as a request to opt-out of the "sale" or "sharing" of information for the device and browser that you use to visit the Site.

- Right to Limit and/or Opt out of Use and Disclosure of Sensitive Personal Information. You may have a right to direct us to limit our use and/or disclosure of sensitive personal information to only what is necessary to perform the Services or provide the goods reasonably expected by an average individual.

- Restriction of Processing: You may have the right to ask us to stop or restrict our processing of personal information.

- Withdrawal of Consent: Where we rely on consent to process your personal information, you may have the right to withdraw this consent.

- Appeal: You may have a right to appeal our decision if we decline to process your request. You can do so by replying directly to our denial.

- Managing Communication Preferences: We may send you promotional emails, and you may opt out of receiving these at any time by using the unsubscribe option displayed in our emails to you. If you opt out, we may still send you non-promotional emails, such as those about your account or orders that you have made.

You may exercise any of these rights where indicated on our Site or by contacting us using the contact details provided below.

We will not discriminate against you for exercising any of these rights. We may need to collect information from you to verify your identity, such as your email address or account information, before providing a substantive response to the request. In accordance with applicable laws, You may designate an authorized agent to make requests on your behalf to exercise your rights. Before accepting such a request from an agent, we will require that the agent provide proof you have authorized them to act on your behalf, and we may need you to verify your identity directly with us. We will respond to your request in a timely manner as required under applicable law.

We use Shopify's ad services such as Shopify Audiences to help personalize the advertising you see on third party websites. To restrict Shopify merchants that use these ad services from using your personal information for such services, visit https://privacy.shopify.com/en.

Complaints

If you have complaints about how we process your personal information, please contact us using the contact details provided below. If you are not satisfied with our response to your complaint, depending on where you live you may have the right to appeal our decision by contacting us using the contact details set out below, or lodge your complaint with your local data protection authority.

International Users

Please note that we may transfer, store and process your personal information outside the country you live in, including the United States. Your personal information is also processed by staff and third party service providers and partners in these countries.

If we transfer your personal information out of Europe, we will rely on recognized transfer mechanisms like the European Commission's Standard Contractual Clauses, or any equivalent contracts issued by the relevant competent authority of the UK, as relevant, unless the data transfer is to a country that has been determined to provide an adequate level of protection.

Contact

Should you have any questions about our privacy practices or this Privacy Policy, or if you would like to exercise any of the rights available to you, please email us at team@hard-lines.co.uk or contact us at St Canna Court, Cowbridge Road East, Cardiff, Cymru, CF5 1GX, United Kingdom.

For the purpose of applicable data protection laws, we are the data controller of your personal information. Our representative in the UK is https://ico.org.uk/make-a-complaint/