Frequently Asked Questions
Do You need Support? We are happy to Help.
QUESTIONS ABOUT COFFEE AND PREPARATION
In our store we offer a selection of coffee beans. With the help of our coffee match you can find your favorite coffee in just a few step
Coffee grows all around the globe, but only in the tropical belt between 23° north and 25° south latitude.
Coffee plants are cultivated in more than 90 countries around the world.
A BLEND is a blend of two or more coffees or country coffees.
In the course of the roasting process, acids are broken down, i.e. coffee beans that are gently roasted over a longer period of time are less acidic. This is also the reason why our NAFULACOFFEE are very low in acid.
Fine acids are essential for a rounded flavor profile. These fine acids shape the taste of the coffee and are responsible for the harmonious flavor profile.
Roasting is the dry heating of green coffee, which produces the end product you know as coffee.
QUESTIONS ABOUT YOUR SHIPPING & DELIVERY
As soon as we have received your payment, your order will be shipped as soon as possible. In an email we will send you the tracking link / the tracking of your package. You can find more information about shipping times HERE or on the product pages of the individual items.
Please note that the delivery times given on our website are only indicative and not exact. However, you can always track where your delivery is and when you can expect the delivery.
Please give us some time to complete the shipment. Most items are shipped within 1-3 days; in some cases it may take longer. You can find the current delivery time on the respective product page.
If you have ordered by prepayment, it can take several days until we receive the money. Please make sure that you enter the reference number correctly (and do not include any other information in the reason for payment).
You can change the time and place of delivery via the tracking function, e.g. you can specify a neighbor, a drop-off location or a different delivery day.
Then you can still enter a change via the tracking link we send you. If that doesn’t work either, don’t worry: undeliverable packages will be returned to us and we will contact you.
Some of our products are shipped directly by our partners from their own warehouses. Therefore, your order may be shipped in multiple packages. When a package leaves a warehouse, we will email you the tracking link – so you will receive a tracking link from us for all partial shipments.
Please note: Not all products have the same delivery times. Therefore, it may happen that your packages do not arrive on the same day. You can find the estimated delivery times on the product pages of the items.
If you have received an incorrect quantity, something is missing in the package or you have any other questions about the shipping or tracking of your order, please send us a message.
It seems that our logistics made a small mistake, please excuse. We will send you the missing product as soon as possible. Please contact us by phone or via our contact form.
Sometimes a tracking link only updates with a time delay. This happens especially in times of particularly high shipping volume. If the tracking link does not update for 5 days, please contact us via our contact form. We will then initiate an investigation with the shipping service provider or resend your order.
Enter your postal code in the tracking link and check whether a neighbor may have accepted your package for you, or whether it was delivered to a postal branch or a post office.
Generally, we deliver to you by standard shipping. Coffee are shipped with DHL.
Most of our coffee accessories are so-called drop-shipping items, which are shipped directly by our partner from their own warehouses. In some cases a package will not arrive with DPD, UPS or GLS. In this case we have no influence on the choice of the shipping service provider. In this case, you will receive a tracking link for shipment tracking, which you can also use to change the delivery options (day or location, for example).
Unfortunately, it is not possible to view products on site or to pick up your order at our office. Please use our online store and shipping for this purpose.
That’s no problem: You have the possibility to enter a different billing or shipping address during the order process. As soon as your package has been delivered (i.e. handed over to the shipping service), we no longer have any influence on delivery requests.
Shipping costs – Germany & Europe:
We charge a shipping fee of 4.90 euros. From an order value of 55.00 euros, shipping is free.
In our store at www.nafulacoffee.com we deliver to the following countries:
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Isle of Man, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom and USA.
The status “electronically announced” is current as soon as we print the label for your package. This means that your order is now packed and only waiting for DHL to pick it up.
The status changes with every scan by DHL – and is sometimes delayed by several hours.
RETURN & REFUND QUESTIONS
As soon as we have received and checked your return, we will refund you the purchase amount using the payment method you used to order. So if you paid for your order via Paypal, the money will be credited back to your Paypal account, if you used your credit card, the money will go back there.
Many online stores include a return label and form with each shipment. Since most of our customers fortunately keep their purchases, we refrain from doing so in the interest of sustainability.
But if something has to be returned: Contact us and we will send you all the return information, a return label and a link to our return form.
You can find more information about returns here.
Within 14 days after delivery, you are welcome to return or exchange the item if it does not meet your expectations. All you have to do is write us a message on our contact form within this period and tell us your order number and the items you want to return.
We will get back to you as soon as possible with a free return label. Please understand that after this deadline, we can no longer consider the revocation.
Please do not forget to enclose the return form with your package so that we can assign your return.
As soon as we have received and checked your return, we will get back to you.
As soon as we have received and checked your return, the purchase amount will be refunded to you using the payment method you used to order. So if you paid for your order via Paypal, the money will be credited back to your Paypal account, if you used your credit card, the money will go back there.
Many online stores include a return label and form with every shipment. Since most of our customers fortunately keep their purchases, we refrain from doing so in the interest of sustainability.
But if something has to be returned: Contact us and we will send you all the return information, a return label and a link to our return form.
You can find more information about returns here.
There is no extended return period. Within 14 days after delivery you can return or exchange all items if they do not meet your expectations (or those of the recipient). Unfortunately, we cannot offer an extension of this period.
You will receive a label from us for the return. On the label is a tracking number, so you can always see where your return is. When you return something, you will also receive a message from us when we have completely processed and refunded your return. Please give us a few days to do this.
Feel free to contact our customer service at any time.
WhatsApp service number: 01521/9004044
Service email: info@nafulacoffee.com
Service hours: Monday-Saturday: 7.30-12.00 and 14.00-17.30
QUESTIONS ABOUT YOUR ORDER, PAYMENT & VOUCHERS
You can cancel your order by calling us during business hours or by sending us a message. Simply include your order number in the message. Please contact us as soon as possible after placing your order so that we can take your cancellation request into account.
If the shipping process is already too far advanced, you still have the option to refuse acceptance. You don’t necessarily have to wait for the parcel carrier: You can use the DHL tracking link of your order (you will receive it by e-mail, but you can also find it in your customer account) to indicate in advance that you do not want to accept the package:
Currently you can view your orders in the customer account, but not your invoices. Shortly before the shipping confirmation, the invoice will be sent to you automatically by e-mail.
Please check your spam folder first. If you find the invoice there, mark the e-mail as “not spam”. (If necessary, also check the trash.)
If you have accidentally deleted an invoice, we will of course send it to you again: Just contact us via our contact form.
You have a voucher code, and when you try to redeem it, you get an error message? There can be several reasons for this:
All vouchers have certain conditions: A certain order value, only certain items – or certain items are explicitly excluded. For example, our sets are not discounted because they are already discounted.
Sometimes it’s just a typo in the code. Or the code had a time-limited validity that has now expired.
None of this solves your problem? We’re happy to help: write to us.
If you ordered whole bean by mistake, although you need ground coffee (or vice versa): Call or write us. If the order has not been shipped yet, we can still change it.
There can be several reasons for this:
All vouchers have certain conditions: A certain order value, only certain items – or certain items are explicitly excluded. For example, our sets are not discounted because they are already discounted.
Sometimes it’s just a typo in the code. Or the code had a time-limited validity that has now expired.
QUESTIONS ABOUT YOUR CUSTOMER ACCOUNT
To cancel or completely delete your customer account, please send us an email via our contact form. Please send us your name and if necessary your customer number, we will confirm the deletion of your account as soon as possible.
Yes, a customer account is created and offers you the following advantages:
Speed: When you log in with your username and password, you can order without any detours. Your data, such as your shipping address, is already entered – less typing, less typos.
Order history: You have an overview of all your current and past purchases at any time. You can also directly select items that you want to order again.
QUESTIONS ABOUT THE NEWSLETTER AND VOUCHERS
When you purchase, you agree to our privacy policy as part of our terms and conditions. You can read them here.
You can object to the data processing at any time for the respective communication channel separately and with effect for the future.
If you have subscribed to our newsletter and no longer wish to receive it, you can simply unsubscribe in the newsletter itself or send us an email.
If you don’t want to receive our newsletter anymore, you can easily unsubscribe. Just open one of the newsletters. At the end of the email you will find a link to “unsubscribe” – click on it and follow the steps. If you can’t find the link, please send us a short message. We will then remove your email address from our mailing list immediately.
Of course, in different values. You can find all options here.
My voucher was not included in the invoice.
If you have entered a valid voucher code in the shopping cart, even before you click on “checkout”, but the total amount of the order was not discounted, there are two possible sources of error:
Either, the coupon was attached to conditions that your order does not meet. Then you will get an error message.
Or you have forgotten to click on the field “Redeem”. Only then the voucher will be processed.