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We&#x2019;re really sorry to hear your order arrived damaged. Please email us at <a href="mailto:roasting@kissthehippo.com">roasting@kissthehippo.com</a> with your order number and any photos of the issue to help us resolve it as quickly as possible. The more details you can provide, the better we can assist you.&#xA0;

If your order arrives damaged or defective, email info@kissthehippo.com with your order number and photos so we can resolve the issue quickly.

Damaged or Defective Order Help | Kiss the Hippo Coffee

MY ORDER

ISSUES WITH AN ORDER

What payment methods do you accept?

I have a promo code; how do I redeem it?

How do I delete my Kiss the Hippo account?

Creating an account with Kiss the Hippo

Can I change the address on my order?

My address isn’t recognised at checkout — what now?

When will my coffee order be roasted?

How do I cancel my online order?

When will my coffee or equipment be dispatched?

ORDER PROCESSING

ONLINE SHOP

I can't log in. What should I do?

LOGIN ISSUES

Where can I find my tracking number?

My order has no tracking updates. Is it lost?

My order was marked as delivered but I can't find it

Why did you send me a different coffee from what I ordered?

What should I do if my order arrives defective or damaged?

How long will it take for my order to arrive?

Where can I get an update / find tracking on my order?

What to do if my order hasn’t arrived?

What shipping methods are available?

Do you have free shipping?

SHIPPING

Is there a returns policy?

What is eligible for a return?

Can I return an online order at your cafés?

Can I return Kiss the Hippo products that I purchased at a grocery store?

RETURNS

What is the refund policy at Kiss the Hippo?

REFUNDS

RETURNS AND REFUNDS

Do I Need to Pay Customs or Import Taxes on My Order?

CUSTOM CLEARANCE AND IMPORT TAXES

SHIPPING AND RETURNS

Can I change the frequency of my subscription?

How do I change my coffee selection?

What if I’m not home for my coffee subscription delivery?

How can I skip, delay, or pause a subscription?

How do I cancel my subscription?

Am I able to update my personal information?

How do I update my subscription delivery address?

How do I update my subscription payment method?

How is payment taken?

SUBSCRIPTION CHANGES

Can I gift a subscription?

Can I subscribe to a particular coffee?

How often is coffee shipped out?

How much coffee comes in each subscription order?

I really liked the last coffee I got. Can I have it again?

Do you provide office subscriptions?

SUBSCRIPTION OPTIONS

What beans will you be sending in my roasters choice single origin subscription?

Where do you ship to?

When will I be charged for a subscription order?

When will my order be dispatched?

When will my order arrive?

SUBSCRIPTION DETAILS

SUBSCRIPTIONS

Do you have a café in my area?

What are your café hours?

LOCATIONS & HOURS

How do I find out if an item is available at my local café?

Do you offer gluten-free options in your cafés?

What types of milk do you offer at your cafés?

Do you have nutrition information?

Do you have tea at your cafés?

Are your cups and straws compostable?

CAFE PRODUCTS

Where can I find my café receipt?

MY CAFE ORDER

CAFES

Is the coffee whole bean? Can I get it ground?

Can I buy your coffee wholesale or in bulk?

Is your coffee kosher, gluten-free, or allergen-free?

Do you have decaf?

How should I store my coffee, matcha, pods, and cold brew, and how long do they stay fresh?

What brewing methods and equipment do you recommend for Kiss the Hippo coffee?

What do I do if the grind size of my ground coffee doesn’t work with my brewing method?

I want to serve Kiss the Hippo Coffee. How do I get started?

How do I find the right coffee for me?

What does acidity and body mean in coffee?

How does Kiss the Hippo determine taste profiles?

COFFEE EXPERIENCES

Are your coffees sourced from sustainable farming?

Do you have a special relationship with the farms you buy coffee from?

Are your coffees Fair Trade or Organic?

Are your coffees seasonal?

SOURCING

COFFEE

What equipment do you recommend for home brewing?

Which brewing method suits your coffee best?

What settings should I use for my grinder?

Do you sell grinders or accessories?

COFFEE EQUIPMENT & BREWING

Are your pods compatible with my Nespresso machine?

What are your pods made from?

How do I store my pods?

How do I compost my pods?

How can I differentiate the different coffee pods and which blend should I go for?

PODS

OUR PRODUCTS

What types of workshops do you offer?

Where do the workshops take place?

How can I book a workshop?

Can I buy a workshop as a gift?

Are the workshops suitable for beginners?

Do I need to bring anything with me?

How long do the workshops last?

Do you offer dairy alternatives during the workshop?

How many people are in each session?

Can I reschedule or cancel my workshop booking?

Do you offer private or corporate workshops?

Do I get anything to take home after the workshop?

How do I redeem my workshop gift card?

WORKSHOPS

What is Kiss the Hippo Members?

How do I join?

How do I earn points?

How do I view my point balance?

How do I redeem my points?

Is there a limit to the number of points I can earn?

What happens if a friend I refer cancels or returns their order?

Why did my account balance go down?

I completed an activity but didn’t earn points!

What happens if I leave and decide to join again?

Can I use my points during checkout?

Can I use my rewards in-store?

Where can I report a problem or give feedback?

What do the 'approved', 'pending' and 'cancelled' statuses mean?

How do I leave the programme?

KISS THE HIPPO MEMBERS

Are your coffee bags recyclable?

How is Kiss the Hippo carbon-negative?

Do you support any environmental or social causes/initiatives?

How do you source beans ethically?

SUSTAINABILITY

Do you offer gift ideas?

Can I send a gift?

Can I add a personalised note?

Do you offer gift wrapping?

Do you sell gift cards?

How do I find my gift card balance?

Why won't my gift card work online?

GIFTING

What should I do if my order arrives defective or damaged?Updated a month ago