GENERAL QUESTIONS

The product I received has water/grounds in it!

Many of our espresso machines and grinders have been tested by their respective manufacturer. Because of this, you may find small amounts of water, water spotting, coffee residue, or coffee grounds on and within NEW products. This is not an indicator that a product has been used or is defective. Testing is done by the manufacturer to ensure the quality and functionality of your product.

I want to order a part for my espresso machine or grinder, how do I know which part to order?

To ensure that you receive the correct part, either identify it by its Part Number as listed by the manufacturer's parts diagram for your machine, or discuss the issue with us by contacting us.

I received the wrong part. What do I do?

Please contact us if you believe that you have received a different part than the one you ordered. In the event that the correct product was ordered but the incorrect product was shipped, we will attempt to recover and replace the part. In the event that you ordered the wrong product for your machine, you will be responsible for replacing it with the correct part.


Can I return a part that I ordered?

Parts are ineligible for return or exchange. There are no exceptions to this policy.


Orders, Shipping and delivery questions

Effective March 18, 2020 and until further notice, our shipping estimates is subject to modification due to the impact of COVID-19.

What are the payment options?

We accept all major payment methods such as Visa, Mastercard, Maestro, PayPal and American Express. In addition, we also accept payments via Apple Pay, Google Pay and Shop Pay.

Where do you ship to?

We ship to UK mainland only.

Do I have to pay shipping costs?

Yes and no. We offer free shipping on products over £30. Any order below this threshold is going to come with shipping costs of £3,25.

This means that if you order an espresso machine and/or a coffee grinder, you don't pay any shipping costs. If you order coffee or an accessory and the total amount is under £30, you do have to pay £3,25 shipping costs. 

Is it possible to modify the products in my order?

This is possible as long as the order has not been processed for shipment. Once the order has been processed for shipment, it cannot be altered or adjusted in any way.


How long does it take for an order to be processed?

All items are processed on the same day or within 1-2 business days. It depends on the item that is being purchased as we work with several manufacturers that adopt different processing times. You can find this information on the product page of the product that you are interested in. 


When will I receive my order?

The expected delivery time depends on the product that is being ordered. We work with national partners as with partners located in Italy. Delivery time range from ‘next day delivery’ to three weeks. You can find this information on the product page of the product that you are interested in. If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there is a significant delay in shipment of your order, we will contact you via email (or telephone).


IMPORTANT: Effective March 18, 2020 and until further notice, our shipping estimates is subject to modification due to the impact of COVID-19. 

Do you ship to P.O. boxes?

Unfortunately, we do not ship to P.O. boxes. We only ship to valid street addresses.

I haven’t received my order!

If you have ordered multiple items, items can be split into multiple shipments with independent delivery time. Furthermore, we recommend thoroughly checking around your doors and patios. Often times, carriers will place them around or behind other objects to keep them out of sight. If you have confirmed that all shipments on your order have been received but and order/product is missing or incomplete, please contact us. 

Can I change my delivery address?

Yes but only before the order has been dispatched for delivery. Once an order has been dispatched, we cannot change or reroute the delivery address. 

My order has been delayed!

Effective March 18, 2020 and until further notice, our shipping estimates is subject to modification due to the impact of COVID-19.

Questions about cancelation, returns and refund

Can I cancel my order?

Orders can only be cancelled prior to being processed for shipment. Once an order has been processed for shipping, it cannot be cancelled.

How can I cancel my order?

Orders eligible for cancellation can only be cancelled by contacting us by phone. If an order has been processed for shipment, it cannot be cancelled.

Will I get a full refund when I cancel on time?

Yes. The balance of a cancelled order will be refunded to the original form or payment(s). You will receive the credit as soon as possible, depending on your card issuer's policies. For credit card payments, it may take 5 to 10 business days for a refund to show up on your credit card statement.

Can I cancel an order that has already been shipped?

Unfortunately not. Once an order has been shipped, it cannot be cancelled. When your order arrives, you must initiate a return.

I’m not satisfied with the product. Can I return it?

If you are not 100% satisfied with your purchase, we’re here to help. We offer a full money-back guarantee for all purchases made on our website. You can return the product and get a full refund no questions asked. 


You can return a product for up to 14 calendar days from the date you received it. In order to be eligible for a return:

- the item must be in the same condition you received it.

- the item must be unused. 

- the item must be undamaged.

- the item must be in the original packaging. 

- you must provide the receipt.

How can I return an item?

Returns are done in 3 easy steps:

Step 1: Call us or send us an email to let us know that you want to return an item. 

Step 2: Fill in the Return Form. Download here.

Step 3: Return the item along with Return Form and invoice We recommend that you use a tracked delivery service when returning an item as we cannot be held responsible for any parcel lost during transit to us.

Do I have to pay shipping costs to return an item?

Yes, the customer is responsible for paying shipping costs for returning the item. Shipping costs for returning items are non-refundable, unless the item is faulty or damaged through no fault of your own. We recommend that you use a tracked delivery service when returning an item as we cannot be held responsible for any parcel lost during transit to us.

Can I return part of a package?

Yes, no problem. Be aware that when you purchase a package, the price of each included item is lower than the regular retail value if purchased separately. If you return one or more items from a package, the refund will reflect the discounted price of the item based off of the package price. You will not receive full retail value for the package item returned. 

Are there any items that are non-returnable?

Yes. For health and safety, all coffee are non-returnable, regardless of whether or not the product is opened or unopened. Any parts, opened or used accessories (such as tampers or pitchers) or spare part for an espresso machine or grinder are non-returnable.

Note: Orders outside of their return window are not eligible for return.

Will I get a full refund if I return the product within 14 calendar days?

Once we receive your item, we will inspect it. We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to the original method of payment you’ve used during the purchase. You will receive the credit as soon as possible, depending on your card issuer's policies. For credit card payments, it may take 5 to 10 business days for a refund to show up on your credit card statement.

My refund was approved but it’s still not showing on my account! 

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@fullcoffeemachines.co.uk

Questions about damaged or broken products

What do I do if I receive a damaged product?

If you believe the product you received is broken or damaged, contact us directly at info@fullcoffeemachines.co.uk. Be sure to take pictures or video of any damage you find and send it to us. Keep all of the packaging used to deliver the product to you. This packaging is required to process a damage claim. 

How quickly do I need to report damage?

Please report the damage as soon as possible but not later than 14 calendar days after receiving your product. Claims reported outside of this window cannot be processed. 

I don’t have the damaged product anymore!

Completing a claim will require successfully recovering the damaged product. If the product is not available, we will be unable to honour your request.

Questions about repairs, warranty and service

Do you offer any warranty on your products?

Yes, we do. All our products are covered under a 1 year warranty. We offer full technical support for all our products in case of repair. 

What happens if my product needs maintenance/service/repair after the warranty has expired?

All maintenance/service/repair will come at a cost after the warranty has expired.

Is there anything that can void my product’s warranty?

Yes. A number of circumstances will void a product’s warranty, including but not limited to those listed here:

- Accumulation of scale in, on, or around the water circuit of the espresso machine.

- Preventable clogs in grinders or dosing mechanisms.

- Failure to adhere to the manufacturers’ recommended maintenance schedule and procedures. 

- Failure of normal wear and tear items

- Use of the product for any purpose other than those stated by the manufacturer (e.g. commercial use of a product intended for home use).

- User error and/or negligence (e.g. improper reassembly of parts, improper storage, etc.)

- Damage due to any of the above circumstances.

Questions about coffee

How fresh is the coffee you offer?

We offer speciality coffee only. Our coffee is freshly roasted so you can enjoy the best cup of coffee.

Why is my bag of whole bean coffee not vacuum sealed?

Whole bean coffee hasn’t been vacuum sealed by design. It’s always packaged loose. Once roasted, coffee beans will naturally release gases even while sitting unused. Most bags feature a small ‘breath valve’ that allows air to escape the packaging. This can result in a puffed up bag as these gases build. Rest assured that these gases will not adversely affect the quality of your coffee. 

My coffee arrived damaged!

In most cases, damage to a coffee’s packaging is superficial (dented or punctured) and causes no adverse effects on the brewed shot. This is because it has remained fully sealed from the warehouse to when it was shipped to your home. If the grounds or beans have fallen out of their container into the shipping box, please contact us to report the damage.

The coffee I’ve purchased tastes bad!

Coffee is a delicacy that is subjected to different preparation and brewing techniques. It can happen that a coffee is chosen without fully understanding how different brewing techniques affect the quality of the shot. We recommend enjoying the process of brewing coffee, do it as much as you can, perfect your craft and in no time, you’ll become an expert ;) 


Note: Coffee is a grocery product hence for safety reasons, not eligible for return. 

Any advice on how to store my coffee?

Coffee is best stored in a cool, dark and dry place. Once opened, be sure to reseal the tin with its lid. You can also roll the bag down and clip it to minimize exposure to light and air. We strongly advise against storing coffee in a refrigerator or freezer, as condensation will build on the beans once removed from their cool environment. Freezing beans may force embedded water and oils to the surface of the roasted bean, drying it out. This will adversely affect the quality of your coffee.