Coffee.
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 Roastery team is led by our Commercial Director, Josh Brown, and our Head Roaster, Nikol Novotná. Based at our Maltby St. Roastery, the team are passionate about curating an exciting offering for our community to explore.
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, at room temperature, somewhere dark and dry like a kitchen cupboard. We recommend the Fellow Atmos Canister which removes air to slow oxidation, keeping coffee and food flavourful for longer
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 at the bottom of this page, and join us on socials @watchhouse to be the first to hear about upcoming events.
Pods.
What yield would you recommend for my pods?
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 pods 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.
How can I recycle my pods?
Our pods are made in recyclable aluminium, designed to preserve flavour in every pour. You can use our Alessi Capsule Crusher for recycling at home.
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.
Subscriptions.
What are your subscription options?
We offer pre-paid and rolling subscriptions delivered directly to your door. Simply chose the quantity, frequency, and brewing method and experience Modern Coffee from the comfort of your own home.
What coffee do you offer on subscription?
We offer subscriptions on our coffee and pod offering. For coffee, we offer, 1829, our single origin espresso designed for both milky and black espresso.
Galeras Decaf, with notes of peach, milk chocolate and clear orange, our decaf is processed in Nariño, Colombia using ethyl acetate, a sustainable method that preserves exceptional flavour.
If you want to explore our Rituals, Ventures or Horizons collection, you can choose these on subscription to explore our different offerings at your preferred frequency in either our coffee or pods format.
If you want to try a wide range of the collection, our Roaster’s Spotlight and Mixed Pod Set is the perfect way to explore.
Explore all our subscriptions here.
How long will my subscription run for?
We offer two subscription methods, a pre-paid for a three, six or twelve month period or a flexible subscription which you can pause, skip or change at any time via your WatchHouse account.
Can I cancel my subscription before it ends?
If you are on a flexible subscription, you can pause, skip or cancel via your WatchHouse account. If you need support our team are more than happy to help, simply email hello@watchhouse.com with your enquiry and one of our team will support.
For pre-paid subscriptions, please contact hello@watchhouse.com and we will take a look at your request.
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.
How do I update my billing and shipping information?
Subscriptions are easily managed through your WatchHouse account, simply login and update your billing or shipping address as well as your card details. If you have any problems, email us at hello@watchhouse.com and one of our team will support.
Can I change when my subscription sends?
Yes, you can manage when your next send comes via your WatchHouse account. Simply login and update when your next delivery is to send.
Can I pause my subscription?
To pause your subscription, simply login to your WatchHouse account to pause your next send. If you have troubles, please email us at hello@watchhouse.com and one of the team will support.
What forms of payment do you accept?
We currently accept Visa, Mastercard and American Express.
How do you store my card information?
Payments are securely processed via Stripe. You can find their privacy policy here.
Shipping.
When will my order be dispatched?
Orders are processed Monday to Friday 3pm, for orders placed from 3pm to Sunday will be processed the following Monday.
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 free shipping for orders over £40 within the UK. For all UK orders under £40 have the option for 24 hour delivery at £4.80, or 48 hours at £3.70.
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.
Do you accept international returns?
Unfortunately, we do not accept returns from outside of the United Kingdom. However, if your item arrives damaged or you receive the wrong product, please get in touch with our team at hello@watchhouse.com and we'll be happy to help resolve the issue.
I haven’t received my order, what do I do?
Please contact customer services via hello@watchhouse.com with your order number and we’ll track down your delivery.
Returns.
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 hello@watchhouse.com for any queries regarding your coffee delivery.
My order has arrived damaged
We do our utmost to ensure that goods arrive in perfect condition however, if your order arrives damaged please reach out via hello@watchhouse.com or call 020 7394 4844 and we will resolve the issue.
Contact Us.
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.
How can I get in contact?
Our team are more than happy to help, all contact information is available on our contact page.
