FAQs

This FAQ covers shipping, returns, warranty, and maintenance for our home coffee equipment.
Shipping

Q: When will my order ship?
A: Orders are typically processed within 1–2 business days. During peak seasons, processing may take slightly longer.

Q: How long does delivery take?
A: Delivery times vary by destination and carrier. Once your order ships, you’ll receive a tracking number by email.

Q: Do you ship internationally?
A: We currently ship to selected regions. If your address is not eligible at checkout, it means we don’t support that destination yet.

Q: How can I track my order?
A: After shipping, we’ll email you a tracking link. You can also check your order status in your confirmation email.

Q: Will I need to pay duties or taxes?
A: Duties and taxes may apply depending on your country/region. These charges are determined by local customs and are the customer’s responsibility.

Q: My package shows “delivered” but I didn’t receive it. What should I do?
A: Please check around your property and with neighbors first, then contact the carrier. If you still can’t locate it, reach out to our support team—we’ll help you investigate.

Returns & Refunds

Q: What is your return policy?
A: We accept returns within 30 days of delivery for eligible items. Items must be unused (or lightly tested), in original packaging, and include all accessories.

Q: Are there any items that can’t be returned?
A: Some items may be non-returnable for hygiene or safety reasons, or if marked “final sale.” Please contact us if you’re unsure.

Q: How do I start a return?
A: Contact our support team with your order number and reason for return. We’ll provide the next steps and return instructions.

Q: Do I have to pay return shipping?
A: Return shipping responsibility depends on the reason for return. If the item is defective or incorrect, we’ll make it right. Otherwise, return shipping may apply.

Q: When will I receive my refund?
A: Once we receive and inspect your return, refunds are typically issued within 3–7 business days to the original payment method.

Q: My order arrived damaged—what should I do?
A: Please contact us within 48 hours of delivery with photos/videos of the packaging and the item. We’ll assist you as quickly as possible.

Warranty

Q: What warranty do you offer?
A: We provide a 12-month limited warranty for eligible products used under normal home conditions. Please visit our Warranty page for full details and exclusions.

Q: What does the warranty cover?
A: The warranty covers manufacturing defects and failures under normal home use. It does not cover damage caused by misuse, improper maintenance, or unauthorized repairs.

Q: How do I request warranty service?
A: Contact us with your order number, product model, a description of the issue, and photos/videos if possible. We’ll guide you through the process.

Q: Do I need to register my product?
A: Product registration is not required unless stated otherwise. Keeping your order confirmation is recommended.

Q: Does the warranty cover consumables and accessories?
A: Consumable parts and normal wear-and-tear are typically not covered. If you’re unsure, contact us for confirmation.

Q: What if I bought from Amazon or another marketplace?
A: If you purchased through an authorized marketplace, please provide your order details and we’ll advise the best support route.

Product Use & Maintenance

Q: What type of coffee can I use?
A: Most models are designed for ground coffee. Some models may support ESE pods or whole beans—please check the product page and specifications.

Q: How do I clean my machine?
A: Regular cleaning is recommended: rinse removable parts daily, wipe down surfaces, and clean the drip tray. Refer to your user manual for model-specific instructions.

Q: How often should I descale?
A: Descaling frequency depends on water hardness and usage. As a general rule, descale every 1–3 months to maintain performance.

Q: My espresso is too weak or too strong—what should I adjust?
A: Adjust grind size, dose, and tamping pressure. Finer grind and higher dose increase strength; coarser grind and lower dose reduce strength.

Q: The milk foam isn’t silky—any tips?
A: Use cold milk, purge the steam wand first, and keep the tip near the surface to incorporate air briefly before submerging to texture.

Q: The machine seems noisy or vibrating—is that normal?
A: Some noise/vibration is normal for pumps and grinders. If noise is unusually loud or performance changes suddenly, contact support with a short video.

Still need help?
Visit our Contact Us  page and include your order number, product model, and a short video/photo of the issue. Our team will get back to you within 24–48 business hours.