FAQs

Need some help? Our team are always here when you need us however, we've put together a few frequently asked questions to try and answer your queries as quickly as possible.

Ordering from BeanBear

How do I create an account?

To register for an account with us, please visit: beanbear.co.uk/account/register
it's quick and easy to get started and you'll be able to place an order as soon as your account is created.

I'm having issues logging into my account

We're sorry to hear that. To regain access to your account please try the following:

If you believe you have forgotten your password you can reset it by visiting: beanbear.co.uk/account/login and selecting 'Forgot your password?'.

Alternatively please contact us at info@beanbear.uk and we will assist your further.

How do I track an order?

You can track your order status via your online account at any time. We post regular order updates to notify you when your coffee is roasting, in final prep and dispatched.

You can login to your online account at: beanbear.co.uk/account/login

Should I receive an order confirmation email?

When you place an order with us you should receive a confirmation email with your order details.

If you haven't received this please send us an email from the email address you used when you registered with us: info@beanbear.uk

If the email address matches our records we will arrange for a confirmation email to be resent to you right away.

What if I change my mind or wish to change my order?

Our coffee is roasted to order to ensure it's freshness. We usually begin roasting your order shortly after receiving confirmation of payment which leaves a very small window of opportunity to change your order.

If you would like to make a change, please email us as soon as possible and we will try to accommodate. Unfortunately where the order has already gone through the roasting process we will be unable to make changes.

For tea, chocolate and other products you have up until the order is sent from the roastery for delivery to make changes. Please contact us as soon as possible to make us aware that you wish to make a change.

Do I need an account to place an order?

We ask our customers to create an account when placing an order with us as it provides us with useful information that allows us to keep you up to date with your order and help with any queries.

We appreciate busy schedules however and understand that creating an account can be time consuming, therefore we are happy to offer Apple Pay, GPay and PayPal express as a faster checkout option.

Is the BeanBear website secure?

Yes, we work hard to protect the privacy of our customers and we will not share any of your details with third parties other than in relation to the management/maintenance of the website, the fulfilment of any orders or to comply with any laws and regulations.

We use the secure https protocol across our site which protects any details you share with us. We also only use trusted payment processors such as PayPal, GPay, Apple Pay, Shopify Payments and Stripe which are globally recognised payment processing providers and are trusted by millions of shoppers worldwide.

For more information on our privacy practices please visit our privacy policy page or you can contact us at any time.

Delivery

How will my order be delivered?

We generally use Royal Mail for all 250g and 500g orders. We've found the service reliable and fast which allows us to keep your order as fresh as can be. For larger wholesale orders we use DPD or Hermes, based on our experience and customer feedback.

How much is delivery?

Delivery on all UK orders is free.

We only charge for any premium services such as next day delivery or insured consignments.

How do I track an order?

You can track your order status via your online account at any time. We post regular order updates to notify you when your coffee is roasting, in final prep and dispatched.

You can login to your online account at: beanbear.co.uk/account/login

Can you deliver to an international/BFPO address?

Unfortunately we cannot deliver to addresses outside of the UK right now. Due to international delivery timescales we cannot guarantee that your coffee will arrive with the same freshness/quality that it did when it left our roastery. We hope to revise this in the near future and are currently researching viable delivery options to offer international customers the same great tasting fresh coffee and service our UK customers receive.

When will I receive my order?

Our roastery operates Monday to Friday 8am - 5pm.

Orders received by 4pm will be roasted, packed and dispatched the next working day. We use Royal Mail for our deliveries of 1kg or less and all larger orders are shipped via courier.

Please note

Unfortunately the roastery is not open at weekends. Any orders placed over the weekend will be processed the next working day. Some orders may be delayed by around 24 hours during exceptionally busy periods such as national holidays, promotional events and the festive period.

Our products

Coffee

Are your coffee beans ethically sourced?

Yes, our coffee beans come from ethical sources where the beans have been fairly traded ensuring the coffee grower is rewarded for their hard work and paid a fair price for the beans.

Why do you roast your coffee the way you do?

Hand roasting our coffee in batches gives our roasters the ability to control the coffee roasting process with finer detail rather than relying on computers to estimate the process.

Our roasters are trained to look for physical changes in the bean along with changes in colour and its aroma. The ability of our expert roasters to detect different roast profiles comes from over a decade of experience in coffee roasting.

Smaller batches ensure that we deliver a quality, fresh product each and every time.

How do you prepare flavour notes?

Flavour notes are created to share the thoughts of our passionate tasters when we cup test our roasts. They are there to share the prominent flavours they find.

Flavour notes are commonly used within the coffee community however it's important to remember that we each possess a unique set of taste buds so naturally flavour profiles can vary from person to person. We like to give flavour notes as an indication of the experience of our tasters whilst cup testing.

What is meant by single origin, blend and microlot?

Single Origin defines coffee from a specific area or region. Many smaller family owned estates often team up with other farmers from a particular area to to create a bigger lot of single origin beans. It's a great way for smaller farms to ensure consistent quality as the seasons change.

Blends are developed in-house by our experts by using a mixture of single origin beans to create wonderful flavours that can be enjoyed all year round or during specific seasons.

Microlots are exciting as they often feature higher quality beans separated from the larger batches for their unique characteristics. They are often limited and provide different 'out of the ordinary' flavours.

How long will my coffee stay fresh?

After roasting your coffee we place the beans or grind into a sealed packet with a special one way degassing valve. This allows us to flush the bag of oxygen and allows carbon dioxide to escape as the beans settle after the roasting process, it also prevents gasses re-entering the bag.

We package the coffee as soon as possible after the roasting process to keep it as fresh as possible. This is because the staling process begins as soon as the beans are exposed to oxygen so it's crucial that we do this quickly.

Once sealed in it's packet we recommend the following best before dates to ensure freshness:

Whilst sealed

Wholebean: 30 days

Pre-ground: 30 days

Once opened

Wholebean: use within 14 days

Pre-ground: Use as soon as possible - maximum recommended keep time is 14 days.

What grind size should I choose?

The contact time between water and coffee plays an important factor in deciding on the grind.

We recommend that as the contact time is increased the courser the grind should be.

Espresso (fine grind): around 25 seconds contact time

Cafetiere (course grind): 4 minute brewing time

If you find that your coffee has an extremely zesty taste and is watery you should choose a finer grind which will allow you to extract more flavour and body, however if you find it too bitter or if it has floating grind in the cup you should select a courser grind.

Trade/Wholesale

I have a retail outlet, can I offer BeanBear products?

We'd love to discuss this further with you. To enquire about our products for your outlet please use the form on this page: Outlets/wholesale

Do you offer wholesale pricing for large orders?

Certainly, we can offer a wholesale pricing structure on our coffee, tea and chocolate. We'd love to discuss this further with you. To enquire please contact the accounts team via the form on the Outlets/wholesale page.

Do you offer demand based delivery?

We do! We can offer a reliable demand based service with completely transparent pricing enabling you to keep your costs down. You can order products at wholesale pricing through your online account and have them delivered anywhere in the UK.

To enquire about setting up an account please contact the accounts team using the form on the Outlets/wholesale page.

Subscriptions

I'm having issues logging into my account

We're sorry to hear that. To regain access to your account please try the following:

If you believe you have forgotten your password you can reset it by visiting: beanbear.co.uk/account/login and selecting 'Forgot your password?'.

Alternatively please contact us at info@beanbear.uk and we will assist you further.

I need to make changes to a subscription

Sure! You can make changes to your subscription(s) at any time through your online account. To login to your account please visit: beanbear.co.uk/account/login

Please remember that any changes you make can take up to 24 hours to take affect and changes will not be applicable to any orders that are already processing.

Is it possible to pause a subscription?

Whilst it's not possible to pause a subscription, you can make changes to your delivery schedule at any time. Simply login to your account, select 'subscriptions' and you'll be able to select a new delivery schedule.

Alternatively you can cancel your subscription at any time and reorder at a later date.

Can I cancel at any time?

Absolutely! There is no minimum length of time/orders. In fact you can cancel after your very first order. We'll of course be sad to see you go and would love to know why you would like to cancel.

Our door is always open to feedback, we'd love to hear from you at info@beanbear.uk

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