FAQs
Do you have questions? We've got you covered.
SHIPPING AND DELIVERY
Do you allow pick-ups?
Yes, we do! Just select "Pick Up" as your Delivery Method. Our Pick Up hours are from 10:00-18:00 from Mondays to Fridays. All orders are usually ready within 24 hours. We'll definitely let you know if they're ready earlier!
Which courier do you ship with?
We ship all orders via DHL.
I have not received my order. Where is it?
When we ship your order, you will receive a tracking link via email. If you need further assistance, feel free to email us at hello@kapedefilipina.eu and we'll be happy to help you!
My tracking does not update, what can I do?
It usually takes DHL 12-24 hours to update tracking information on their website, so we would appreciate some patience. In any case, you can write us an email at hello@kapedefilipina.eu and we can help you track your package.
Which countries do you deliver to?
We ship within Germany (free shipping starting 50€, otherwise 4.90€) and to Austria, Belgium, France, Luxembourg, and the Netherlands (12€ for orders below 90€ orders, free shipping from 90€). We are working towards shipping to all EU countries, so stay tuned. We recommend you to sign up for our newsletter to get the latest updates on Kape de Filipina.
How soon after placing an order can I expect to receive my coffee?
We try to ship out all orders within 24 hours, so your shipment should be with you within 3-4 business days.
PAYMENTS
How can I pay?
Below are our accepted payment methods.
How can I change or cancel an order?
Please email us at hello@kapedefilipina.eu and we'll be glad to help you!
RETURNS AND REFUNDS
My coffee doesn't seem to have been delivered properly. What do I do?
We try to ensure that the quality of the bag and coffee is intact during shipment. However, if you notice that your order isn't right, whether the bag opened on the way to you or the grind size doesn't look right, simply send us an email and we'll sort things out as soon as possible.
Can I return the coffee I've ordered?
You have the right to return orders within 48 hours of receiving the coffee. We reserve the right to refuse refunds based on our investigation.
GIFT VOUCHERS, GIFT CARDS, AND NEWSLETTERS
How can I redeem a coupon code or gift card?
Every coupon code and gift card comes with a unique combination of letters and numbers that you could enter on the checkout page. It will then automatically apply the discount or amount. If that doesn't work, simply write to us and we'll try to solve it for you.
My coupon code no longer works, what can I do?
Each code is only redeemable once. If you are unsure if you've used your voucher, contact us at hello@kapedefilipina.eu and we'll check it for you.
Can I purchase gift cards for my family and friends?
Yes, definitely. We're sure your family and friends would love to receive unique-tasting coffee! You may purchase gift cards in the following denominations: 10 EUR, 25 EUR, 50 EUR, or 100 EUR.
What advantages do I have as a newsletter subscriber?
Newsletters allow you to have first dibs on our newest coffee products, promotions, and relevant information about our coffee! We will never spam you, we promise!
How can I unsubscribe from the newsletter?
At the bottom of every newsletter, you will find the "Unsubscribe" button. Click on this and you will automatically be removed from our mailing list.
ABOUT OUR COFFEE
Where are your coffee beans grown?
Our coffee is 100% grown in the Philippines, by farmers we closely work with. You may check our product page for specific information on where the coffee plant was grown prior to being roasted.
Where do you roast your coffee?
Our coffee is roasted in Germany, by partners who know exactly how to bring out the flavour and aroma of Philippine coffee. They are expert and seasoned roasters that ensure a consistent and pleasurable coffee experience!
Is your coffee sustainably sourced and produced?
Yes, definitely. Kape de Filipina commits to be carbon neutral in its operations. You may read more about Our Sustainability Commitment here.
What's the best way to store coffee?
The best way to store coffee is to leave it tightly sealed in its original packaging, in a dry place away from direct sunlight. Our bags are designed to protect the coffee from too much sunlight or building moisture. They are also resealable with an aroma valve, so that your coffee's aroma and freshness can be maintained.
When was my coffee roasted?
The roasting date is at the back of your coffee bag. We recommend that you consume the coffee within 10 months of the roast date, so that we can assure you of the best taste, aroma, and quality.
I want to place a bulk order. How do I do it?
When you order 10 bags or more, that is considered a bulk order. In that case, feel free to email us directly at hello@kapedefilipina.eu and we can coordinate the orders, payments, and shipment directly.
Which coffee do I use for my machine?
We've prepared a Coffee Guide for you, to help you choose the right coffee based on your preferences and preferred brewing method.