FAQS

Below we have listed some of the most common questions we’re asked about our service and products at Colonna.

General FAQS

What's a Genre?

At Colonna we curate coffee in three genres. You select a genre and receive coffee that reflects the characteristics of that genre. For specific information about each of our genres you can read more here.

How Can I buy Your Coffee?

You can buy from the Colonna online store or one of our retail partners. We make our coffees available as Nespresso® compatible capsules and whole beans. If you’re buying beans you can buy coffee roasted for your brew method of choice: filter or espresso. Alternatively, if you’re buying capsules, you can choose between long and short. All our coffees are available to buy as an ongoing subscription or as a one-off transaction.

When will my coffee be roasted?

If you’ve ordered beans your coffee will be roasted on our next roast day. We roast retail orders on Mondays and Thursdays every week. All orders will be shipped immediately after being roasted. If you’ve order capsules the technology we use to lock our ground coffee in the capsules means that your coffee is exposed to less than 1% oxygen. This means your coffee always tastes freshly ground.

Why does my coffee bag have no valve?

Traditional coffee bags feature a one-way valve, designed to vent CO2 created as freshly-roasted coffee de-gasses. However, along with the CO2 goes a large portion of the volatile aromatics that define the flavour of the coffees we source.

 

To make matters worse, systematic testing revealed that the valves themselves are often not one-way at all — allowing small amounts of oxygen into bags, negatively impacting freshness and cup quality.

 

Our valveless bag design seals in those precious aromatics that make our coffees so spectacular — and lock out age-inducing oxygen — allowing for evermore vibrant cup profiles.

 

The lack of a valve means that the coffee inside the bags sits in a pressurised state. Our espresso roasts give off more CO2 and are therefore at a higher pressure than our filter roasts.

 

As a result, our bags may have an on-shelf appearance that can differ from other retail coffee bags.

Why are Rare beans only available in 150g bags?

By their very nature the coffees we curate in the Rare genre are extremely limited in supply. For this reason and to keep the price at a reasonable level we only make them available in 150g bags. If you are a wholesale customer and would like to buy Rare beans in larger quantities please visit our wholesale site.

Why do you not sell ground coffee?

Colonna’s goal is to deliver our customers exceptional coffees with amazing flavours. Ground coffee, by its very nature, does not serve this flavour-driven approach. To experience our exciting coffees with the convenience of ground coffee we suggest you try our Nespresso® compatible capsules.

Do you omni roast?

No, all our coffees, whether delivered in a capsule or as beans are roasted for their intended brew method. This includes our long and short capsules which are roasted and ground for best results based on our recommended dose.

Do you have a coffee shop or retail outlet?

Yes, our coffee shop Colonna & Small’s can be found at 6 Chapel Row in Bath, England.

Why can I not buy Rare beans roasted for espresso?

The Rare genre comprises coffees that are extremely sought after and available only in limited lots. As a result we believe that 150g is not a large enough quantity of beans to allow you to comfortably dial in and pour yourself a reasonable amount of espresso before finishing the bag. For this reason we only roast the Rare genre for filter.

Colonna Capsules

Capsules?! Really?

Yes, capsule technology provides you with the most accurate, reliable and convenient home brew method available on the market. The coffee in our capsules is exceptional. Try Foundation and experience them for yourself.

Which machines are your capsules compatible with?

Our capsules are compatible with all drop down Nespresso® machines. The capsules are not compatible with commercial and "built in" models.

 

There is a wide variety of Nespresso® compatible machines out there. Our capsules have been designed to maximise cup quality. The models available in the marketplace all vary slightly in design and composition.

The unit we recommend for consistent and exceptional results is the Opal Machine the only capsule machine designed to brew Colonna Capsules.

Are your capsules recyclable?

Yes, our aluminium capsules are 100% plastic-free and fully recyclable. With a quick clean, you can even put them in with your household recycling. Find out how here.

 

Compostable capsules (and their air-tight bags) require commercial composting and can be added to your local food waste collection.

What dose of water should I use with your capsules?

For our short capsule we recommend 25g of water and for our long capsule we suggest 80g. Most Nespresso® machines can be programmed to deliver that same dose every time you press the button. For more information read our guide to getting the best out of your capsules.

Delivery & Returns

When will my coffee arrive?

If you live in the UK and selected our standard, free shipping rate your coffee will arrive within 2 business days of you receiving the shipping notification from us. We use Royal Mail 48 for all free shipping.

 

Beans: If you've ordered beans, they will be roasted and dispatched on our next roast day, we roast retail orders on Mondays and Thursdays every week. Once roasted they will be shipped immediately. Within the UK our free shipping will mean your order will arrive within 2 business days via Royal Mail 48.

When will my coffee subscription ship?

Subscriptions, whether for capsules or beans, ship on the anniversary of your first order. So, if you place your order on the 10th of the month and you’ve selected monthly as the frequency, your subscription will always ship on the 10th of the month.

International Shipping

If you live outside the UK your order will be shipped via Royal Mail Standard International and are expected to arrive in between 5 and 7 business days.

 

Beans: If you've ordered beans, they will be roasted and dispatched on our next roast day, we roast retail orders on Mondays and Thursdays every week. Once roasted they will be shipped immediately. Outside the UK your beans will be with you in between 5 and 7 business days.

Returns Policy

If you are unsatisfied with your purchase, we are happy to offer a 14-day returns policy from date of purchase.

When returning a product you have 3 options:

 

  • Refund to original payment method i.e. card, PayPal account etc. (please be aware this can take up to 5 days depending on your bank.)

 

  • Add to Store Credit. This is immediate and you can use your balance straight away. Just place a new order in the normal way and when you reach the payment section of the checkout, you will need to enter the ‘Gift Card’ provided in the coupon code field, you will need to enter the code provided in the coupon code field.

 

  • Exchanges. We do offer exchanges. If you are exchanging roasted coffee, your new coffee will be added to the soonest available roast day.

 

Please note we do not refund the original shipping charge when you placed the order. This is the customer's responsibility.

 

Please allow up to 3 working days from our receipt of your return for us to process your refund; this may be longer at busier times.

When will my coffee arrive?

If you live in the UK and selected our standard, free shipping rate your coffee will arrive within 2 business days of you receiving the shipping notification from us. We use Royal Mail 48 for all free shipping.

 

Beans: If you've ordered beans, they will be roasted and dispatched on our next roast day, we roast retail orders on Mondays and Thursdays every week. Once roasted they will be shipped immediately. Within the UK our free shipping will mean your order will arrive within 2 business days via Royal Mail 48.

When will my coffee subscription ship?

Subscriptions, whether for capsules or beans, ship on the anniversary of your first order. So, if you place your order on the 10th of the month and you’ve selected monthly as the frequency, your subscription will always ship on the 10th of the month.

International Shipping

If you live outside the UK your order will be shipped via Royal Mail Standard International and are expected to arrive in between 5 and 7 business days.

 

Beans: If you've ordered beans, they will be roasted and dispatched on our next roast day, we roast retail orders on Mondays and Thursdays every week. Once roasted they will be shipped immediately. Outside the UK your beans will be with you in between 5 and 7 business days.

Returns Policy

If you are unsatisfied with your purchase, we are happy to offer a 14-day returns policy from date of purchase.

When returning a product you have 3 options:

 

  • Refund to original payment method i.e. card, PayPal account etc. (please be aware this can take up to 5 days depending on your bank.)

 

  • Add to Store Credit. This is immediate and you can use your balance straight away. Just place a new order in the normal way and when you reach the payment section of the checkout, you will need to enter the ‘Gift Card’ provided in the coupon code field, you will need to enter the code provided in the coupon code field.

 

  • Exchanges. We do offer exchanges. If you are exchanging roasted coffee, your new coffee will be added to the soonest available roast day.

 

Please note we do not refund the original shipping charge when you placed the order. This is the customer's responsibility.

 

Please allow up to 3 working days from our receipt of your return for us to process your refund; this may be longer at busier times.

STILL HAVE ANY QUESTIONS?

  help@colonnacoffee.com

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