Shipping FAQs

How can I contact customer support if I have any questions or concerns about my organic order?

Our dedicated customer support team is here to assist you with any questions or concerns you may have about your organic order. You can reach us via email, phone, or live chat, and we'll be happy to provide prompt and personalized assistance.

How long will the Coffee stay fresh after it's delivered?

You can store some of our products in the pantry or freezer. Please refer to the product packaging for specific storage instructions.

Do you offer any discounts or promotions for organic products?

Yes, we frequently offer discounts and promotions on our organic products. You can check our website or sign up for our newsletter to stay updated on the latest offers.

What if I'm not home when it's delivered?

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Ordering FAQs

How do I track my order?

  • If you click your shipping confirmation email or number in your account page, it will take you directly to the courier’s website.
  • Alternatively, you can go direct here - Royal Mail Tracking

I can’t login to my account?

  • This may because you checked out as a ‘guest’ when placing your order. You’ll need to register for an account which you can do – here
  • You may have forgotten your password. If this is the case, you can reset your password
    – here

- If you
are still having issues, please contact our Customer Service team on
info@fomoroasters.co.za

Can I reset my password?

  • Simply just head to the password reset page – here
  • This will send a reset to the original email address that was registered

I have not received my password reset email?

  • If you don’t receive a password reset email, it’s likely that you don’t have an
    account set up yet and may have checked out as a guest previously.
  • Simply create an account
    to get started.

I’ve received the wrong grindsize.

  • If you have received the wrong grind size, please contact our Customer Service team on info@fomoroasters.co.za and we’ll resolve this issue for you.

There is an error with my order

  • If you have an error with your order please contact our Customer Service team on info@fomoroasters.co.za and we’ll resolve this issue for you

I’ve made a mistake on my order,can I change it?

  • Always call ahead. Orders are processed and sent to the Roastery around 9:00 and 13:00 each day. If you have selected the wrong delivery address or want to change anything on your order, we would advise calling and speaking to our Customer Service team on (number) as soon as possible.

Subscription FAQs

How do your coffee subscriptions work?

  • Our subscriptions are easy. To get started, simply choose a coffee subscription that suits your tastes. Next, decide how frequently you want to receive the coffee (every week, fortnight or month) and then your preferred grind size. We would always recommend whole beans for freshness but can provide ground coffee too.
  • While we recommend certain brewing methods for certain coffees, our range is roasted to taste great however you like to prepare it - from espresso to cafetiere.
  • No stress. No hassle. Just great coffee.

How much coffee should I get?

  • This depends on how many cups of
    coffee you drink per day and how many coffee drinkers are in your household.
    Then there are extra considerations like dose size and dialling in that need to
    be factored in too. On average we would recommend the following based on 15g
    (filter) and 18g (espresso) dose size:

- 1 x 250g bag = 13-16 cups.

- 2 x 250g bag = 26-32 cups.

- 3 x 250g bag = 39-48 cups.

- 1 x 1kg bag = 52-64 cups.

How do I log into my subscription?

  • To manage your subscription, you’ll first need to create an account with us -even if you’ve ordered with us before – as accounts aren’t automatically generated.
  • To create an account, simply head to the page below and complete your profile https://www.fomoroasters.co.za/account/login
  • Once your account is setup, you’ll then be able to login and manage your subscription by clicking on the ‘Manage Subscriptions’ tab, which can be found on the righthand side. Now you’ll have access to the customer portal.

When will I be charged for my subscription?

You will be charged at the set frequency of your subscription

How do I delay my order?

  • If your order has already been placed and you have received an order confirmation, changing the frequency or rescheduling the date of your next order will not apply to your latest order. To delay an order that has already been placed, you will need to contact customer service as soon as
    possible who will do their best to assist.

How do I update my billing card?

  • Login to your account and navigate to the ‘billing information’ tab. Here you can change your payment card details.

How do I change my shipping address?

  • To change your subscription address, log into your account. Under Account Details, you will find the tab 'Manage My Subscriptions'.
  • Select the 'Address & payment details' tab to update the subscription address.
  • Please note that changing the address under Account Details when initially logging into your account, will update your account address only and not the shipping address on your subscription.

Can I reschedule my subscription?

  • Yes. Simply log into your customer portal and choose a date or frequency that suits you.

Can I pause my subscription?

  • Yes. If you find yourself with a cupboard full of coffee, or you’re going to be away from home, you can skip one or several subscriptions send dates to suit your needs—just log in to your account.

How do I change my subscription information?

  • Click on your subscription in the ‘upcoming orders’ tab. From here you’ll be able to update your next order date, skip an order, or change any specific details or your current subscription. This includes order frequency, quantity, and grind size.

How do I cancel my subscription?

  • This can be done anytime, no strings attached.
  • Just head to your customer account or call our Customer Service team on 01326 574337.
  • We'll ask you to complete an exit survey when cancelling so we can learn more about your experience, providing insight on how we can improve our subscription offering.
  • You will receive an email confirmation once your subscription has been cancelled.