What is your approach to coffee sourcing?
We buy green beans that meet our standards of exceptional quality and flavour, while being mindful that our selections ensure a positive impact on the socioeconomic and environmental circumstances of farmers and producers. We have built working relationships with importers that we trust can meet our high standards, and who share the same global trading ideology. We look at a wide range of coffees that make our taste requirements, but ultimately our decision is guided by the wider-reaching impact; it's why you'll see unique origins and a greater frequency of regional lots in our offering.
Who roasts my coffee?
Our fantastic Roastery team are led by our Head of Production, Lukas Haertel and Head of Coffee Ryan Garrick. Lukas joined the team in 2018, as a barista at our Tower Bridge cafe and has since become an integral part of the development of our coffee offering, progressing to Roastery Assistant and then Head of Production in October 2021. Lukas passed his Q Arabica certification in September 2022 and manages all our Roastery operations. Ryan joined in 2018 after gaining his roasting skills in Glasgow, achieving his Q-grade license in 2019, he is responsible for sourcing all our green coffee offering. Based at our Maltby St. Roastery, the team are passionate about curating an exciting offering for our community to explore. All of our coffee is roasted on a refurbished Probat UG22.
Can you grind my coffee?
Absolutely. Select your preferred brewing method when ordering and we'll take care of the rest. If you can, we would always recommend buying whole beans and grinding them at home as the shelf life of pre-ground coffee is a lot shorter.
What brew methods do you recommend?
Again, this depends entirely on what you want kind of coffee you like to drink as different methods yield different results with any given coffee. We're big fans of filter methods at home, as it's a great way to explore speciality coffee. You can achieve some really good results with a range of coffees, quickly and easily with immersion brewers such as a French Press or Aeropress. For best results with pour over methods, like V60 or Kinto dripper, we do suggest investing in some specific equipment. For inspiration and guidance check out our brewing guides here, and find our recommended equipment in our Shop.
How should I store my coffee?
Push out as much air as possible and re-seal your WatchHouse bag. Store this in an airtight container, such as our WatchHouse miron jar, at room temperature, somewhere dark and dry like a kitchen cupboard.
Do you have decaf?
Yes. We wanted to offer a decaf matching the same high quality as all our other coffees. Our Galeras Decaf is processed in Nariño, Colombia using ethyl acetate - a sustainable method that preserves the exceptional flavour of the beans through natural extraction. Clean, sweet and complex, it has notes of peach, smooth milk chocolate and a clear orange acidity that will surprise even the most discerning coffee connoisseur.
Do you offer any workshops?
We are looking forward to running workshops in the future. Education is a huge part of what we do, and we love to meet and work with those curious about coffee. Sign up to our newsletter here, and join us on socials @watchhouse to be the first to hear about upcoming events.
What yield would you recommend for my pods?
You can find more information and recipes for each of our coffee ranges in our pod brewing guide. As a general rule, a good starting point for WatchHouse pods is between 25g and 30g for a short shot, 60g - 80g for a longer coffee.
Which of your pods works best with milk?
We would always recommend our Rituals range for those looking to enjoy both black and milk coffees at home. It’s sourced with a specifically sweet, chocolatey profile in mind that will work well with dairy and alternative milks.
Are your pods recyclable?
Our pods are made from eco-friendly biomaterial suitable for industrial composting, and our packaging is 100% recyclable. We recommend checking the composting protocol of your local authority to ensure the best process for disposal.
What is the shelf life of your pods?
We recommend using your pods within 6 months of purchase, but there is an extended expiry date on each box.
What’s the difference between your coffee ranges?
Rituals - Your daily cup. Smooth, easy drinking. Approachable yet distinct.
Our Rituals range is designed to be your staple every day coffee. Warm, comforting and familiar, it’s perfect for those who prefer a more classic espresso and drink both black and milk coffees.
Ventures -Complex and adventurous. Exploring new flavours that will surprise your palette.
The Ventures range includes some of the most interesting single origin coffees we source. Created for moments of adventure and inspiration, these are more complex and fruity flavour profiles we recommend black.
Horizons -Expressive and unique. Pushing the boundaries of flavour.
Coffees selected for our Horizons range are the most experimental of all we source. Introducing unusual origins and profiles pushing the boundaries of expectation.
How are WatchHouse pods shipped?
Our pods are shipped in letterbox friendly packaging via Royal Mail.
What types of pod subscriptions do you offer?
We offer two options - gift or ongoing. For both options your first delivery will be made up of thirty pods and include a WatchHouse Miron Jar to store your pods. Gift subscriptions are shipped every two weeks, but if you sign up to an ongoing subscription you can select your frequency; every week, every two weeks or every four weeks. Subscribe and make a saving of 10% against the price of a one off purchase.
What are your subscription options?
WatchHouse.YourHouse. Subscription. Never worry about running out of coffee supplies again. We offer pre-paid and rolling subscriptions, simply choose the quantity, frequency, and brewing method and receive a personalised delivery straight to your door. The Modern Coffee experience from the comfort of your own home.
We offer three different subscription options.
1829 is our seasonal single origin espresso designed to work in harmony with milk. It’s our House single origin at all our cafes, and is perfect if you like espresso based milky coffees at home or prefer a slightly darker roast. The beans change to reflect the best offering of the season. 1829 may sometimes be a blend of coffees to ensure a perfectly balanced espresso base for your flat white or latte.
Our Galeras Decaf subscription keeps you supplied with a offering we're really proud of; decaf that tastes just as good as all our other coffees processed using sugar cane E.A. Method in Caldas, Colombia
Roaster Spotlight Subscription is your chance to explore the best of our single origin roasts, and what we would recommend for those using methods other than espresso machine. Our roastery team hand pick your coffee based on what they feel tastes best in our current offering, so you get to explore a different coffee with each delivery.
How long will my subscription run for?
When signing up for a subscription, you'll have two options. Pay up front for three, six or 12 months, or choose a rolling subscription that will continue running until you pause or cancel via your account.
Can I cancel my subscription before it ends?
You can cancel a rolling subscription via your online account. This option is not available pre-paid subscriptions. However if you are facing extenuating circumstances and need to cancel, drop us a line firstname.lastname@example.org. Please note that proof of sending isn't proof of receipt, so please ensure you have received a response from our Support Team. Our opening hours are 9am to 6pm Monday to Friday.
When will payment leave my account?
Payment for rolling subscriptions will be taken from your nominated account on the same date as the first payment, at the frequency of your subscription (weekly, fortnightly or monthly). Payments for 3, 6 and 12 months subscriptions are taken upfront.
Can I change the amount of coffee I receive or the frequency of my delivery?
You can change the frequency and amount of coffee you receive with rolling subscriptions only, via your online account.
My card details have changed/ I would like to change my nominated account. What do I do?
You can change your card details on your online account, along with billing and delivery address. If you have any problems please get in touch with our customer service team email@example.com and they will be able to update your payment information for you.
Can I change the day of the week my subscription ships?
Unfortunately not, we dispatched all subscription orders on Tuesdays.
Can I subscribe to a particular coffee?
For our 1829 subscription, you will always receive our House espresso, and Galeras Decaf you will always receive Galeras. However our Roaster Spotlight will always be a different coffee with each delivery, selected by our Roastery team. Although you can't request a specific coffee for this subscription package, our entire offering is available to purchase individually online and in our Houses if you know you want a specific coffee.
Can I pause my subscription?
You can pause a rolling subscription via your online account. Unfortunately you can’t pause pre-paid subscriptions at the moment. However, if you have an extreme circumstance or are going away for an extended period of time, please get in touch with us directly firstname.lastname@example.org.
What forms of payment do you accept?
We currently accept Visa, Mastercard and American Express.
How do you store my card information?
When will my order be dispatched?
Orders placed Monday to Thursday before 1pm are dispatched same day and shipped using Royal Mail Standard delivery. Orders placed Thursday afternoon to Sunday are dispatched on Mondays. Subscription deliveries are dispatched every Tuesday.
When can I expect my order to be delivered?
Your order will arrive 2-3 working days after dispatch for deliveries within the UK, 7-10 days within Europe and 10-14 days for international deliveries.
Is the cost of shipping included?
We offer complimentary Tracked 24 delivery on all UK orders over £30. Shipping for orders under £30 is charged at £2.50 for Royal Mail 48 or £4.60 for Tracked 24 delivery to the UK. Shipping is charged at £15 for Europe, £40 for Switzerland and the US, and £70 for the rest of the world.
I live internationally, can I order WatchHouse coffee?
Yes. We ship to Europe and to an extensive list of countries internationally. There may be time that we are unable to honour shipment to certain countries due to factors outside of our control, in which case we would contact you directly.
I haven’t received my order, what do I do?
Please contact customer services via email@example.com with your order number and we’ll track down your delivery.
Can I return my order?
We accept returns of any equipment or faulty goods purchased from our e-shop. Equipment or merchandise must be returned unused in its original packaging to WatchHouse Roastery, 36 Maltby Street, London, SE1 3PA. Returns must be made within 14 days of purchase. While we want you to be completely happy with your order, as coffee is a consumable product we’ll only replace or refund coffee if it’s faulty or damaged. This is subject to assessment by our roastery team and Head of Coffee, as and when applicable. Get in touch via firstname.lastname@example.org for any queries regarding your coffee delivery.
Where are you based?
Our Support Office and Roastery can be found at 36 Maltby Street, London - just a stone's throw away from our first site and namesake WatchHouse Bermondsey St. Our cafes are located throughout Central London - explore our all our Houses here.