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FAQ

Square Mile Coffee Roasters: Covid-19 Statement of Intent. 

For the safety and well-being of our team, we are taking the following Covid-19 measures, in order to keep your cups full and the coffee flowing.

Our team:

Currently, our essential team members are working onsite. The rest of our team work on a hybrid model.

We strictly adhere to the government recommendations of wearing facemasks and hand sanitising when using public transport.

Facemasks, sanitising equipment and Covid-19 lateral flow test kits are readily available to all team members.

Social distancing: 

We have implemented a fresh air delivery system to keep good air ventilation around our work stations.

Gatherings between team members are now permitted.

Strict sanitising policy:  

Notifications are placed throughout the building to remind team members to wash and/or sanitise their hands upon arrival, between tasks and at regular intervals throughout the day.   

All shared equipment is cleaned, wiped down and sanitised both before and after use.

Visitor Protocol: 

Visitors who have booked in advance are allowed onto the premises. 

Supply deliveries, and postal and courier collections are integral to our day-to-day business, in which case service providers are required to stay within the designated arrival and collection areas that have been established.

    COVID-19 Risk assessment: 

    Risk assessment is carried out on a monthly basis. This includes: 

    • Regular team assessment and isolation of suspected exposure or symptoms. 
    • Constantly monitoring systems and protocol to ensure relevance and efficacy. 
    • Cleaning checks and measures to ensure the highest level of hygiene is maintained throughout the roastery. 

     

    Do you have a question about who we are and what we do? Perhaps the answer is here:

    Do you have a webshop?
    Yes!  It is here.

    Do you have a retail shop?
    Not at the moment, but several of our customers stock our beans and brewers for sale. Please see the list of where to try our coffee for your nearest location.

    When will my order be processed and shipped?
    Your order will be processed on the next roast day* from when your order is placed and shipped within 24 hours of roast. Under the current circumstances, there might be the exception of coffee roasted on a Friday, being shipped on a Monday. 

    *Orders placed before 8:30 am GMT+1 on business days/working days will be shipped on the same day.

    When will my coffee arrive?
    We use the Royal Mail 24 service for next day delivery on all our UK orders. Although we cannot guarantee next day delivery, we find the service highly reliable with delays few and far between resulting in no more than a seven working day wait. 

    All UK orders shipped with DPD are for next (working) day delivery. Although we cannot guarantee next day delivery, we find these usually arrive within three working days. Please note DPD does not deliver on Saturdays.

    You can select between Royal Mail or DHL for International orders. 

    Depending on your destination, orders shipped via Royal Mail can arrive anytime between 3 working days or 3 weeks. From the 1st of January 2021, we expect to see longer delivery times than normal for all EU countries. For your convenience, we suggest you purchase tracked shipping on all international orders as we're unable to track parcels outside of the UK. 

    DHL offers different services depending on your final destination. DHL Express deliveries can be expected between 3-6 working days. DHL Economy Select deliveries can be expected between 4-10 working days.

    Shipping to the EU:
    Local EU VAT rates will be included on orders with a total value equal to or less than €150. Orders with a total value of more than €150 will include the local VAT rates of the destination country and will be subject to additional import duties. These duties will be charged at checkout and paid to the destination country's customs for you. You should not receive any extra charges from the destination country's customs officials. Please contact us if you do.

    Shipping to Russia and the Middle East: 
    To ensure the safe and timely arrival of your order we offer tracked shipping. Where possible please be sure to include a P.O Box delivery address. In our experience this is the best way to comply with the strict customs and import regulations.

    Why do you sell in 350g bags?
    Over the years, we’ve travelled a lot and needless to say, bought a lot of coffee. Finding 250g too little to really get to know and familiarise yourself with a coffee, especially in the case of espresso, we identified the 12oz size common in the US as our ideal ratio. Not too little, not too much, we rounded it up to from 341g to 350g for an even metric.

    Why do you only sell whole beans and not ground?
    Once ground, coffee very quickly loses flavour and most of what we love about it. Grind- size is equally important in how your coffee extracts and tastes. To make sure you get the tastiest cup out of your preferred brew method, we ship whole beans.

    Do you want to know what I thought of the coffee?
    We really do! We try and brew our coffees in many different ways to see how they taste but we always want to hear what you think - good or bad - send us your feedbackWe'd love to know.

    Where are you and can I come and visit?
    The roastery is a production location for now and not serving coffee or selling retail packs for home.  Meetings regarding wholesale or other business opportunities are by appointment only and it's best if you get in touch by email - info@squaremilecoffee.com

    Our address is Unit 13, Uplands Business Park, Blackhorse Road E17 5QJ.

    Where can I drink your coffee?
    We have put together a little list and map of some of the places that serve our coffee, the link is here.

    What is the difference between the plan subscription and the ongoing subscription?
    The ongoing subscription is available in a weekly, fortnightly or monthly format and will be charged via direct debit. This will continue until you pause or cancel your subscription which can be done at any time. 

    The plan subscription is delivered weekly, fortnightly or monthly for 3, 6 or 12 months and is a one-off upfront payment. 

    When will my subscription coffee be dispatched?
    All subscriptions are dispatched on the next Wednesday following your payment date. Orders up until midnight on Tuesday will be processed on the Wednesday. If your subscription order is placed on a Wednesday, the order will be dispatched on the following Wednesday.

    If you order other products with your subscription, these will all be shipped together on the following Wednesday.

    When will I be charged for the ongoing subscription?
    Your billing period starts the day you sign up and will recur every week, fortnight or month. 

    How can I pause or cancel my subscription? 
    In order to pause or cancel your ongoing subscription, you need to follow the ‘manage my subscription’ link on your account page. 

    How can I change my address or card details?
    By following the manage my subscription found in your confirmation email you will be able to change your card details and address.

    Will the package fit through my letterbox? 
    All 350g single-bag orders will fit through most letterboxes. Made of PE-EVOH, the new letterbox bags are fully recyclable. Listed as LDPE 4, like thin plastic shopping bags, you can now drop these off at your local supermarket recycling points, or if your local council accepts 4 LDPE, add it to your recycling!

    The outer box is FSC- approved, made from responsibly sourced cardboard, and completely recyclable.
    While we find an alternative solution, please remove the label from your bag before adding it to your recycling.

    ROYAL MAIL STRIKE

    Due to the Royal Mail Strike taking place on the 30th of September and 1st of October, we recommend allowing a little extra time for your order to arrive. Thank you!

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