We’ll send an invoice to the e-mail address specified in your order. Your electronic invoice acts as a warranty card. Also, if you have an account and the order was placed in our online store, you’ll find your invoices in your user profile.
There could be several reasons for this issue. We’re not able to see exactly what’s causing this error but some of the most common reasons are:
– incorrect postcode;– incorrect verification code or card details;– insufficient funds / expired card;– declined due to an international purchase (check if this feature is available for your card);– declined by the bank.
We always recommend that you get in touch with your bank to clarify why your transaction cannot be verified.
Credit cards (Visa, Mastercard) and PayPal.
Please contact our Customer Service team ([email protected] or +3531800818437) as soon as possible. If your order hasn’t reached the fulfilment stage yet, we may still be able to change the shipping address. However, we’re often unable to make these changes because we have your order packed and awaiting shipment within 24 hours of being placed.
Please contact our Customer Service team ([email protected] or +3531800818437) as soon as possible. If your order hasn’t reached the fulfilment stage yet, we may still be able to change or cancel it. However, we’re often unable to make these changes because we have your order packed and awaiting shipment within 24 hours of being placed.
Once our payment provider processes your payment, we’ll send an order confirmation to the e-mail address you’ve provided when placing your order.
This can be done at the checkout page, in the section of order comments. The field name is “Other Comments”.
Contact us via e-mail at [email protected] — we’ll be happy to answer all of your questions!
Simply select the item/s you wish to purchase and add them to your shopping cart. Proceed to the checkout page, fill in your personal information and enter your payment details.
Once your order has been processed and dispatched, you’ll receive an e-mail/phone message with tracking information. If haven’t received this e-mail, please make sure to check your spam folder as well. If you haven’t received your tracking number, please contact us at [email protected] or +3531800818437 to find out the details of your order.
We strongly recommend checking the tracking information frequently to avoid the parcel being rerouted back to our warehouse.
Your order may be subject to import duties and taxes, which are levied once the shipment reaches your country.
Important: Coffee Friend cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note that on rare occasions, customs agents may delay the delivery of some packages.
Items are shipped from our European warehouses.
If your order has been sent to you using a trackable service, you can follow its journey to you. You’ll receive a shipping confirmation email / phone message from our warehouse once your order is on its way; simply follow the tracking link in this email to view the up-to-date tracking.
If the tracking doesn’t show any updates or is blank, please wait until your estimated delivery date for your order to be delivered.* Your tracking updates may be delayed, but it should update soon.
Please note: We aim to meet provided delivery times, but deliveries may take a little longer during busy periods (including sales). Occasionally, tech updates to our systems or force majeure events, such as extreme weather conditions, may affect these delivery services for a limited time, resulting in changes to our cut-off times and/or delivery times. However, we will always work hard to keep these temporary changes to a minimum. Coffee Friend cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier.
We work to fulfill our orders as promptly as possible. Please note that the delivery time depends on each specific item. The information can be found on the product page. Packages are not transported on weekends or local public holidays.
Important: for some items, such as pro-line coffee machines or specially ordered coffee items, delivery time can be extended. Don’t worry! If your delivery’s going to take longer than expected, you’ll be informed via e-mail.
Once your parcel is ready to go, you’ll receive a tracking number in your e-mail/ phone. You can track your parcel in the courier tracking system. If you haven’t received a tracking number, please contact us at [email protected] or +3531800818437.
Shipping to the UK is free for all orders above 45€! If your order is less than 45€, delivery cost depends on your location. The costs of delivery to different countries vary, but they’ll be displayed during checkout once the country has been selected.
We’re sorry there’s an item missing from your order. Before contacting our Customer Care team, we recommend checking the following:
We may have sent your items in separate parcels, so please check your emails to see if any of your items will be arriving separately.The item(s) you ordered may have been out of stock – it’s worth checking your emails (including your junk/spam) to see if we’ve sent you an email about this.If you have an item missing from your order, please let us know within 14 days of your order being delivered, and we’ll do our best to help you.
Just one more thing…*We aim to meet these delivery times, but during busy periods (including sales), deliveries may take a little longer. Occasionally, tech updates to our systems or force majeure events, such as extreme weather conditions, may affect these delivery services for a limited time, resulting in changes to our cut-off times and/or delivery times. However, we will always work hard to keep these temporary changes to a minimum. Coffee Friend cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier.
For your security, we aren’t able to change the address your order is being sent to. Don’t worry – if you’re not in when a delivery is attempted, our carrier will leave a card/message or send you an email notification advising how to arrange a redelivery or where you can pick up your parcel.
Someone should be home when your parcel is due to be delivered, as we may need a signature. However, don’t worry if this isn’t possible, as our delivery partner usually tries to deliver the package more than once.
Alternatively, they’ll leave a card/message confirming that they’ve either left it with a neighbor or left it in a safe place. Otherwise, the card/message will inform you when they will try redelivery or give you details about how to collect it.
We’re really sorry your order hasn’t made it to you. Please allow up to 10 days for your parcel to be delivered back to our warehouse and processed.
If your order has been returned to Coffee Friend by one of our delivery partners, it’s likely to be for one of the following reasons:
The parcel was refused.Our delivery partner was unable to access the address after several attempts.The delivery address was incomplete.The order was not collected from the pick-up point within 10 days of it being delivered.
If a delivery attempt was unsuccessful, please contact the delivery service to arrange a second attempt.
Please note: If the package isn’t received within a certain period of time, the delivery service will return it to our warehouse and reshipment will be available as soon as the package has safely arrived back there. A responsible representative will contact you in such scenario and reship the package.
Please carefully examine your package as soon as it arrives. If any of your ordered products have been damaged (whether the damage is visible or hidden) during transit, please report the damage to the carrier and Coffee Friend on the same day.
Important: If the received package has visible outside damage, refuse the package.
You can easily contact us at [email protected] or +3531800818437.
We ask all customers to check their original orders and compare their products on the website when they receive them. If you believe you’ve received the wrong item or if your order is missing an item, please contact us at [email protected] or +3531800818437 within 14 days from the date of delivery.
All shipments are delivered between 8 AM and 4 PM.
We’re using well-known delivery companies, such as GLS, DPD, DHL to deliver your products.
We currently don’t offer this option. If you’d like your items to go to separate addresses, you’ll have to place a separate order for each address.
To ensure that your appliance is not damaged during return shipping, it’s important that you pack the item properly.
If the item is brand new and the box has only been opened in order to check the item, please pack the machine like it was packed when you received it. If you cannot remember how it’s been packed exactly, follow the steps below:
1. Cover the machine with bubble wrap or the bag provided.
2. Cover all sides with safety foam.
3. Make sure all accessories/user manuals are included.
4. Place the machine and its accessories in the box.
5. Add safety foam or any protective layer on top.
6. Take a photo of the inside of the box while it’s still open, then close the box.
7. Seal the box and place it in an outer box.
All items, components, manuals and packing materials must be returned in their original packaging. The item to be returned must be unused and of marketable appearance (labels intact, etc.). The item must not have been installed or combined with other goods (e.g., water, coffee, etc.) after delivery in a way that renders the two inseparable.
The standard return policy is applied: unused items can be returned within 14 days if they can be returned in the original packaging.
If you are not totally satisfied with your purchase, you can return it within 14 calendar days after delivery if the item meets the conditions:
Important: after 14 days returns are not accepted unless the products are approved as faulty. If the item is suspected as faulty, but after a service check-up, a fault is not detected, the buyer is charged for shipping to the service and back.
In order to start the return process, please complete the return form. If you have any additional questions, please contact us at [email protected] or +3531800818437.
Responsibility
Returned items are customer responsibility until they reach us, so make sure they’re packed up properly and can’t get damaged on the way! As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.
We’re not responsible for any items that are returned to us by mistake (it happens!). If we’re able to locate them (it’s not always possible) and you’d like these returned to you, we may ask you to cover the delivery cost.
*The seller has the right to not accept returned goods if the buyer fails to comply with the procedure for returning the goods, which is determined in this article.
Please make sure the device is clean, and dry, the water and bean containers are empty, and the device is packed as securely as possible in the original packaging. Safe packaging is the responsibility of the client. If the parcel gets damaged in transit due to poor packaging, the client is responsible for the cost. If you do not have the original packaging, please pack the device in a different box with safety materials inside so that the machine is stable and cannot shift within the box.
More packing tips:
Once the product has been returned to us and inspected, we’ll transfer the paid amount to you within 14 working days. We’ll need your bank account number, name, and order number. It’s important that the money for the returned goods is transferred to the bank account specified by you. There’s no possibility of refunding the money in cash.
Once your order has been delivered to the warehouse, it will be inspected by our quality specialists. After we have confirmed that the item is in mint condition, we will process your refund.
All items can be returned. Non-faulty goods can be accepted only under the following conditions:
1. The returned item must be delivered in the original packaging;
2. The items mustn’t be damaged by the buyer;
3. The items must be unused and of marketable appearance (undamaged labels, security tag, etc.);
4. The returned item must contain all the components included in it when received by the buyer;
5. When returning an item, it’s necessary to provide the document of acquisition and a written request for the return of goods (this condition doesn’t apply in the case of faulty products being returned).
You can fill out the return form here.You can fill in the exchange form here.
We offer a 14-day return policy. Keep in mind though that the item you wish to return must be in mint/unused condition. You can examine the goods as you would in a shop, but to obtain a full refund, you mustn’t start using them, install them or combine goods with other goods so that they become inseparable.
You’ll receive a refund once the product has arrived back at our warehouse and we’ve assessed its condition (it must be delivered in the original packaging, with all components and accessories included). If you’d like to request a refund, please contact us at [email protected] or +3531800818437.
Once you’ve received confirmation from our customer support representative, the item/s you wish to return should be sent to Coffee Friend within 7 days. Please note that the shipping costs incurred during the delivery of your parcel won’t be included in the refund.
In the unlikely event of an item being returned to us in unsuitable condition, we may reduce the amount refundable for the damaged items.
Please contact us to arrange transportation for the return. Reach out at [email protected] or +3531800818437.
If you need to ship your coffee machine (either for repair or return), ensuring that it arrives damage-free is essential, especially if you no longer have the original box with you. To pack your machine correctly, follow the steps below:
1. Make sure that there are no coffee beans left in the grinder and no water within the system, then wipe down the inside and outside of the machine to ensure it’s dry.
2. Wrap the machine in bubble wrap so that it’s covered completely.
3. Place the machine in a cardboard box, with padding on all six sides. Pack all accessories securely in their original boxes if available.
4. Take a photo of the inside of the box while it’s still open (for later use if needed), then enclose the completed returns form you’ve received in advance.
5. Seal the box and place it in a padded outer box.
6. Seal the outer box with parcel tape and attach the shipping label to the outside of the box so that it’s clearly visible.
7. Handel the package to your shipping service provider and let us take care of the rest!
Important: do not use backpacks, plastic bags, cardboard boxes you’ve made yourself or other weak materials when packing. Use sturdy, well-made boxes only.
The product must be clean and dry upon arrival at our warehouse. Any item returned to us that requires extensive cleaning will be subject to a cleaning fee deducted from the refund, or refusal to accept the item. The product must not be functionally or cosmetically damaged in any way.
You’ll have to cover the warranty repair costs in the following cases:
If your item breaks down after the warranty period, we can definitely accept the item and get it fixed by our repair service team for an additional fee. Please note that in such a case, the repair costs are covered by the customer.
It usually takes 2 to 3 weeks to rectify the fault, starting from the day on which the product has been handed over for repair. If it turns out that the repair requires a component to be delivered from abroad, the waiting period may be extended. If you have any questions, please contact us via e-mail [email protected].
For all domestic refurbished coffee machines, we offer a 2-year warranty.
You don’t need to register for a warranty — your warranty starts once you purchase your coffee machine. All you need is an invoice with the purchase date.For the Beko 2-Year Guarantee, you must register your appliance within 90 days of purchase to extend your standard 1-year guarantee to 2 years, free of charge. You can do that online or contact us at +3531800818437.
Yes! Most domestic coffee machines have a 2-year manufacturer’s warranty. However, some of the appliances might have a 1-year warranty (pro-line coffee machines, some semi-automatic models, etc. — this is indicated in the product description).For warranty repairs, the defective item must be registered as soon as possible by contacting us via phone at +3531800818437 or e-mail at [email protected]. Keep in mind that not all warranty items are fixed by our service team. If your item has been manufactured by any of the companies listed below, please contact them directly:
De’Longhi: +442392392333Siemens: +443448928999Bosch: +443448928979Gaggia: +441422372554Neff: +443448928989Sage: +443330142970Handpresso: +441282862822Dolce Gusto: +448007076066Philips and Saeco: +448003316016 or +442079490240Rocket: +447834614338
The products produced by other brands, such as Lelit, are fixed by our service team.
Important: Beko offers a 1-year warranty. For the Beko 2-Year Guarantee, you must register your appliance within 90 days of purchase to extend your standard 1-year guarantee to 2 years, free of charge.
If you’d like to request warranty service for your item, please contact us at [email protected] or +3531800818437.
If the warranty service of your coffee machine is taken care of by Coffee Friend, fill in the form here.
We’re here to help! Our customer support team can provide you with valuable advice and help you choose the best model for you. Contact us at [email protected] or +3531800818437.
No, our prices are the same for both legal entities and individuals.
We’re an international company that has physical stores and online shops in multiple countries across Europe. Our head office is located in Lithuania, but we have offices in various countries. The items are shipped from our European warehouses.
Yes! A special price applies for our coffee sets or when purchasing larger quantities of coffee beans. Additionally, you can find all of our current deals under the PROMOTIONS category!
We’re an international company established throughout Europe and armed with 10 years of experience.
Cleaning tablets are designed to clean those parts of the machine through which coffee flows. They remove all coffee residues, oils and deposits.Descaling liquid is used for those parts of the machine through which water flows. Only by performing both of these procedures and maintaining the coffee machine according to the manufacturer’s instructions will smooth and long-lasting operation of the coffee machine be ensured.
As a rule, the maintenance of your coffee machine depends on the intensity of its use. The following frequencies are distinguished:
Daily maintenance:
Periodic (once a month/week)
Periodic (once or twice in 2 months)
When it comes to proper maintenance of your coffee machine, we always recommend consulting your supplier. Most maintenance products are suitable for all kinds of coffee machines. However, there are certain brands that require specific measures due to their unique principle of operation.
As with all maintenance programs, the frequency with which the milk system of your appliance should be cleaned depends on how often you use the coffee machine. Milk is a food product with an extremely short shelf life. For this reason, we recommend cleaning the components that come into contact with milk as often as possible. If you rinse the steam wand under warm water every evening or soak it overnight, then cleaning the system with antibacterial liquid once a week will suffice. If you’ve missed at least a couple of days of daily maintenance, for hygiene reasons, disinfect immediately before making another cup of milk-based coffee.
