What is your approach to coffee sourcing?
We always buy green beans that have the best quality and flavour, while being mindful to ensure a positive impact on the socioeconomic and environmental situations 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 range of excellent coffees that match our taste requirements, but our final decision is guided by the wider-reaching impact. This is why you’ll see unique origins and a greater frequency of regional lots in our offering which help the many, not the few.
Who roasts my coffee?
Our roasting team is made up of Roasting Manager Jay Chelminski, and our Q-grade licenced Head of Coffee, Ryan Garrick. They are based at our Maltby Street roastery and couldn’t be more passionate about curating the roasts you enjoy at our Houses and at home. To learn more about them and our wider team, read the story here.
Should I buy a blend or single origin?
That really depends on how you like your coffee. Our 1829 blend is designed around espresso and milk, so if you have an espresso machine at home and enjoy a milk-based brew, this is a great choice. As a general rule, if you’re brewing using anything other than an espresso machine and want to explore black coffee, we recommend using a single origin. Check out the Learn section of our website to find out all you need to know about brewing single origin coffee in a variety of filter methods.
Can you grind my coffee?
Definitely. Simply select your preferred brewing method and we’ll take care of the rest. It’s worth noting that the shelf life of pre-ground coffee is a lot shorter, so if you can buy whole beans and grind them at home you’re guaranteed a fresher cup for longer.
What brew methods do you recommend?
We’re big fans of filter methods at home as a great way to explore speciality coffee. You can achieve some really great results quickly and easily with an immersion brewer such as a French Press or Aeropress. Pour over methods are best paired with specific equipment – check out the range in our Shop. For inspiration and guidance on the best filter method for you, read our Basic Brewing Principals guide here.
Re-seal your WatchHouse bag and store it in an airtight container at room temperature somewhere dark and dry like a kitchen cupboard.
We do. You’ll find it with all our other coffees in our e-shop. Don’t knock it until you’ve tried it.
Do you offer any workshops?
Learning is a huge part of what we do and we love to meet our fellow coffee lovers. Keep an eye on our social posts and sign up to our newsletter here to be the first to hear of upcoming workshops and events.
What are your subscription options?
Our WatchHouse coffee subscription means you’ll never have to worry about running low on coffee supplies, with a personalised delivery of beans or ground coffee straight to your door. You can choose the quantity and frequency of your subscription, as well as make modifications to suit your chosen brewing method.
You can choose between a single bag (250g), or double bag (500g).
We offer weekly, fortnightly and monthly deliveries so you’re always fully stocked.
Our options are the 1829 and Roaster Spotlight subscriptions.
- 1829 is our seasonal espresso blend designed for milk. It’s the House blend at all our cafes, and perfect if you’re into an espresso-based milky coffee and want a little bit of your favourite House at home. The blend will change seasonally throughout the year to ensure it meets our high standards.
- Roaster Spotlight is your chance to explore the best of our single origin roasts – coffee hand-picked by our roastery team for its exceptional quality. We always choose beans we love or that are a favourite in our Houses before selecting them for our Roaster Spotlight subscribers to enjoy at home.
How long will my subscription run for?
When signing up for a subscription, you’ll have the option to purchase three, six or 12 months of your chosen delivery frequency. When opting for 'flexible months' your subscription will continue running till you pause our cancel via your account.
Can I cancel my subscription before it ends?
If you’re looking to cancel your subscription ahead, please contact our Customer Service team via firstname.lastname@example.org or 020 8187 7020. Please note that proof of sending isn't proof of receipt, so please ensure you have received a response from our Customer Service team. Our opening hours are 9am to 5pm Monday to Friday.
When will payment leave my account?
Payments for ongoing subscriptions will be taken from your nominated account on the same date each month as you started your subscription. Payments for weekly, fortnightly and monthly subscriptions will be taken in full when submitting your order.
When will I receive my subscription coffee?
Coffees will be roasted on Sunday and dispatched every Tuesday. This includes gift subscriptions.
My card details have changed/ I would like to change my nominated account. What do I do?
Please get in touch with our customer service team via email@example.com and they will be able to update your payment information for you.
Can I change the amount of coffee I receive or the frequency of my delivery?
If you would like to make changes to the amount of coffee you are receiving, simply get in touch with our customer service team and they will be able to amend your subscription.
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 blend espresso. Our Roaster Spotlight subscription is personally selected by our roastery team, so while you can’t request a specific coffee, we do have the entirety of our coffee offering available to buy in our Shop and in store if you like what you’ve tried.
Can I pause my subscription?
You are able to pause or cancel if you opt for an 'ongoing' subscription you can cancel or pause through your account.
Unfortunately you can’t pause 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 at 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?
Any orders placed on Mon-Thur will be dispatched on the same day and shipped using Royal Mail Standard delivery. Orders placed Fri-Sun will be dispatched on Monday.
When can I expect my order to be delivered?
Your order will arrive 2-3 working days after dispatch if you live within the UK, 7-10 days for Europe and 10-14 days for the rest of the world.
Is the cost of shipping included?
Shipping is free anywhere in the UK on all coffee subscriptions, and on coffee purchases of over £20 from our e-shop. All other online purchases will have a £2.95 delivery charge, £10 for Europe and £15 for the rest of the world.
I live internationally, can I order WatchHouse Coffee?
We also ship to Europe and most international countries. There may be times that we are unable to honour shipment to certain countries due to reasons outside of our control. If this is the case we will contact you directly to let you know.
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.
Coffee orders: while we want you to be completely happy with your order, coffee is a consumable product so we’ll only replace or refund coffee if it’s faulty or damaged in any way. This is subject to assessment by our Customer Service team and Head of Coffee, as applicable. Please contact our Customer Service team via firstname.lastname@example.org.
My order has arrived damaged
We do our utmost to ensure that goods arrive in perfect condition, however, if your order is damaged please contact our Customer Service team at email@example.com or call 020 8187 7020 who will be able to help.
Where are you based?
Our Support Office and Roastery can be found at 36 Maltby Street, London, but our coffee shops are located all around the city. To explore all locations, click here.
How can I contact you?
For enquiries regarding subscriptions, or anything purchased online, please contact customer services at firstname.lastname@example.org.
For all other enquiries, get in touch with us at email@example.com or call us on 020 8187 7020.