Refund policy

We want you to be happy with your order. This policy explains when you can return an item, who pays for return shipping, and how refunds work. Because we sell both coffee (a consumable food product) and merchandise (clothing and accessories), some rules differ by product type - please read the section that applies to your item.

You have 14 days from the day you receive your order to request a return or to withdraw from your purchase, subject to the conditions below.

Returns by product type

Coffee & other consumables

• Unopened & still sealed: You may return unopened bags of coffee in their original, intact, sealed packaging within 14 days of delivery for a refund.
• Opened or unsealed: For health and hygiene reasons, coffee and other food items cannot be returned once the seal is broken or the packaging is opened. This is permitted under the EU right-of-withdrawal exemption for sealed goods that are not suitable for return for reasons of health protection or hygiene (Consumer Rights Directive 2011/83/EU, Art. 16(e)). This does not affect your rights if the product is faulty - see Damaged, faulty or incorrect items below.

Merchandise (clothing & accessories)

• Items such as t-shirts, totes and shopper bags may be returned within 14 days of delivery for any reason.
• To be eligible, the item must be unworn, unused, with all original tags attached, and in its original packaging.
• You may handle and try on an item as you would in a shop. If an item is returned showing use beyond this (e.g. worn, washed, marked or with tags removed), we may reduce your refund to reflect the resulting loss in value.

Who pays for return shipping

You, the customer, are responsible for the cost of return shipping on all change-of-mind and right-of-withdrawal returns. Return postage is not refunded. We recommend using a tracked service, as we cannot process a refund for an item we do not receive. You are responsible for the item until it reaches us.

Exception - at our cost: If an item arrives damaged, faulty, or we sent you the wrong item, we cover all return shipping costs. Do not pay return postage in these cases - contact us first and we will arrange it.

How to start a return

The quickest way to return an eligible item is through your account. Go to your account page, open the relevant order, and select Request return. You'll be guided through the steps and notified by email once your request has been reviewed.

Prefer email? Contact us at info@footnotecoffee.com with your order number and the item(s) you wish to return. Either way, please do not send anything back before your return has been approved - items sent without an approved request cannot be accepted. Once your return is approved, we'll confirm the return address (Footnote Coffee, Van Woustraat 138H, 1073 LT Amsterdam, Netherlands).

Damaged, faulty or incorrect items

Please inspect your order on arrival and contact us at info@footnotecoffee.com as soon as possible if your item is defective or damaged, or if you received the wrong item, so we can evaluate the issue and make it right. Under EU law you are entitled to a remedy - repair, replacement, or a refund - for goods that are not as described, defective, or not fit for purpose. We cover return shipping for these items.

European Union right of withdrawal (14-day cooling-off period)

If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days without giving a reason, except for the items excluded above (such as opened coffee and other unsealed consumables).

The withdrawal period expires 14 days from the day you (or a third party you nominate) receive the goods. To exercise this right, inform us of your decision by a clear statement - for example by email to info@footnotecoffee.com. You may use the model withdrawal form, but it is not obligatory.

If you withdraw, we will refund all payments received from you, including the original standard delivery cost (but not any extra cost arising from your choosing a delivery type other than our cheapest standard option). The direct cost of returning the goods is yours to bear, as set out above. We may withhold the refund until we have received the goods back, or until you have supplied proof that you have sent them, whichever is earlier.

Refunds

We will notify you once we have received and inspected your return and let you know whether the refund is approved. If approved, the refund is issued to your original payment method, no later than 14 days after we are informed of your decision to withdraw (subject to receipt of the goods or proof of return as above). Please allow additional time for your bank or card provider to process and post the refund. If more than 15 business days have passed since we approved your return and you have not received it, contact us at info@footnotecoffee.com.

Exchanges

The fastest way to get the item you want is to return the eligible item you have and, once the return is accepted, place a separate order for the new item.

Non-returnable items

• Coffee and other consumable/food items once opened or unsealed (health and hygiene grounds).
• Items returned outside the 14-day window, or not in their original, resalable condition.
• Gift cards.

Contact

Footnote Coffee
Van Woustraat 138H, 1073 LT Amsterdam, Netherlands
Email: info@footnotecoffee.com
KVK: 73330663 - VAT: NL002477864B82