We are Roasting as normal - New Tracked Royal Mail Service on all orders We are Roasting as normal - New Tracked Royal Mail Service on all orders
Call
01269 400105
Contact
info@coaltowncoffee.co.uk
Store info

Roastery Hours

Mon/Fri - 8.00AM - 5.30PM

Directions

The Roastery 

Foundry Road

Ammanford

SA18 2LS

The Roastery 

Foundry Road

Ammanford

SA18 2LS

Roastery Hours

Mon/Fri - 8.00AM - 5.30PM

Frequently Asked
Questions


FREQUENTLY ASKED QUESTIONS REGARDING OUR PRODUCTS AND SERVICES


Your Account

I can't login to my account?

Normally this can be sorted by resetting your password. Just head to the my account section of our website, enter your email and click on the 'forgot password?' link. If this doesn’t do the trick, please just give us a ring.

If you didn't set up your account after your first purchase with us you can still do this using the email your order is placed under to access past orders and account information.

Remember to check your email junk for account related emails.

I can't find my order in my account?

No problem, it may be that you accidentally checked out as a guest or with a different email. Just head over to your order confirmation email, and there'll be a link there where you can find out exactly what's happening with your order. If you're still having problems, just drop us an email.

email: info@coaltowncoffee.co.uk

Are my account details safe?

We only store essential account information retained for order history purposes including name and address. As we use a PCI compliant system payment details are never saved when entered by the customer and only use secure systems such as stripe payments, paypal, google pay and apple pay based on customer preference.

To ensure your basic information is secure always try to use a unique password including at least 8 characters and a mixture of upper case, lower case, letters and numbers.

For further peace of mind feel free to contact us any time at info@coaltowncoffee.co.uk.


Deliveries

Where is my order?

Depending on the delivery service you’ve selected, you may be able to track your order by looking at the tracking number on your shipping confirmation email with either dpd or royal mail. Services are experiencing delays due to the covid-19 pandemic especially in urban areas and in some cases delays can be up to 10 days. If you still think you should have received your coffee, then please just get in contact with your order number and we’ll get you sorted.

How do I change my shipping address?

Simply login to your coaltown account and here you have the ability to apply a different delivery address, billing address and payment card details. If you require further assistance with this feel free to contact us at info@coaltowncoffee.co.uk

If your having issues accessing your account pease refer to my account section above.

WHere is my tracking number?

Depending on the delivery service you’ve selected, you should be able to track your order by looking at the tracking number on your shipping confirmation email with either dpd or royal mail. If you can find this email please remember to check your junk folder, and if your still having issues contact us for help.

email: info@coaltowncoffee.co.uk

My order is incorrect or damaged?

If you’re not happy with your order for any reason or your package has arrived in an unacceptable condition we sincerely apologise for this inconvenience. Get in contact with us straight away. We pride ourselves on delivering only the highest standards of coffee and service, so if anything’s wrong or not up to scratch, then we’ll do our best to resolve it.

email: info@coaltowncoffee.co.uk

Do you offer a pick up service?

Yes we offer a pick up service at our roastery in Ammanford. Simply select the Pick up option as you begin our checkout and we will send you an email when it is ready to be collected.


Subscriptions

HOW do I login to my subscription?

You've can access your subscriptions via the 'Subscription' button in on your account landing page.

If you cant access your account you may not have completed the setup via email when this was taken out. Simply create an account here with the email you used for your order and this will allow you access.

Remember to check your junk folder of activation and account related emails.

how do I change my delivery / billing address or card details?

Simply login to your coaltown account, select subscriptions and here you have the ability to apply a different delivery, billing address and payment card details. If you require further assistance with this feel free to contact us at info@coaltowncoffee.co.uk

If your having issues accessing your account pease refer to login question above.

How do I change my subscription frequency?

Simply login to your coaltown account, select subscriptions and here you have the ability to change your subscription frequency and quantity. If you require further assistance with this feel free to contact us at info@coaltowncoffee.co.uk

If your having issues accessing your account pease refer to login question above.

How do i cancel my subscription?

Simply login to your coaltown account, select subscriptions and here you have the ability to cancel your subscription with immediate effect. please check your next fulfilment dates incase an order has just been processed as once shipped we cannot cancel or refund this order. If you require further assistance with this feel free to contact us at info@coaltowncoffee.co.uk

If your having issues accessing your account pease refer to login question above.


Our Coffee

When will my coffee be roasted?

All of our coffee is roasted daily (excluding weekends) on site at our hq and roastery in Ammanford, South Wales. After placing your order we aim to get this shipped the next working day. Your coffee will be packed from the latest batch roasted within the same week. Roast dates are displayed on the base of your bag.

When is my coffee ready for drinking after roasting?

Immediately after your coffee is roasted it will begin releasing co2 known as the degassing process. Degassing varies depending on the type of coffee and roast and can take anywhere from 2 to 12 days until the coffee is ready to brew. Some rules of thumb:

The first 24 hours is when a bulk (approximately 40%) of CO2 leaves the bean.

Darker roasts usually degas faster than lighter roasts.

Longer roasts usually degas faster than faster roasts.

The fresher your coffee the more degassing you will experience during your brew. This is why it’s important to bloom your coffee when brewing with a filter process (pre-wet and let sit for around 30 seconds) in order to release rapidly escaping CO2. However, if your coffee is to too fresh, regardless of how you brew your coffee, the extraction will still be uneven due to the overwhelming amount of CO2 escaping during the entire brewing process.

Is Coaltowns Coffee Sustainable and ethical?

Coaltown has become one of the first b-Corp certified coffee companies in the UK. we are now morally and legally committed to prioritising responsibility to the environment and society, from the experts who produce our coffee at our roastery to the baristas and front of house teams based in our cafes. Certified B Corporations meet the highest standards of verified social and environmental performance, transparency, and accountability.

Find Out more about B-corp here.

How do i Recycle my coffee bag?

as part of Coaltown's dedication to sustainability we have partnered up with Pacific bag inc and weber packaging to introduce biotre™ compostable bags to our entire coffee range. These bags represent the latest innovation in coffee packaging sustainability and we are extremely proud to include biotre™ in our effort to tackle climate change.

Our Coffee Bag are made compostable by following the steps in our guide here.

How do i store my coffee?

Keep your coffee tasting fresh by storing it at room temperature or cooler environment in an airtight container.

freezing coffee can be a very effective means for storing your beans or ground coffee without compromising quality, but only if you make sure that it is packed in a completely moisture free environment. If you don't have any means of vacuum storage, we don't recommend you try this at home.

How do I brew your coffee with my brewing method

Its not easy mastering a brew method but we are here to help you on your educational journey with our brew guides available here.


Our Coffee Pods

What Machines are Coaltown pods compatible with?

Coaltown pods are compatible with all drop down Nespresso® machines and most alternative Nespresso® compatible brands. Our pods are unfortunately not compatible with commercial or built in models and brands Miele, Gemini and Vertuoline.

Non-Nespresso brands such as Vertuo /Vertuoline, Tassimo, Dolce Gusto, Keurig & Senseo are also not compatible with our pods.

Our pods have been specifically designed to produce the best possible cup from the specialty grade coffee they contain, which is why the extraction flow is slower than some commercial and supermarket brands.

The machine we recommend for specialty grade coffee pods is the Opal One Machine specifically designed for high grade coffee.

If you are unsure about compatibility we recommend trying a single box before committing to larger quantities or subscriptions. For more information or queries please contact info@coaltowncoffee.co.uk.

How do I recycle my Coaltown pods?

Our pods can be easily recycled by following a few easy steps.

  • Peel the foil lid open on your used pod and empty the coffee granules with a teaspoon.
  • Rinse the pod so the interior is completely clean.
  • Stack the pods into one another until they are larger than a drinks can and press together. This ensures they are accepted during the sorting process.
  • Your waste coffee can be placed in your food recycling or sprinkled on your garden soil as a natural pesticide.
  • All outer packaging is made from card so this can  be place in your card recycling.

Most UK recycling facilities are currently unable to recycle materials that contain food waste, so be sure to empty-and-rinse your pods before disposal to ensure they are accepted. For more information on recycling where you live contact your local council.

How long do Coaltown pods last?

The technology we use to manufacture our pods expose the coffee to less than 1% of oxygen, Our pods are also flushed with nitrogen to extend the lifetime even further. The life cycle of our pods are 12 months from manufacture retaining freshness from the day they were roasted. Check the bottom of your box for the best before date.

My pods are extracting slow / won’t extract at all?

Coaltown pods are specifically designed to produce the best cup from specialty grade coffee. This means that they extract at a slower rate than supermarket brand pods to achieve the correct brew from the roast profile and varietals they contain.

If you are having extraction issues introducing our pods to your machine there are a few simple tricks to get them working correctly.

  • Run a short extraction before inserting our pods. This will flush away old coffee residue and warm up your system correctly.
  • Store your pods at room temperature. If your trying to brew straight after they are posted they may be cold which will effect the extraction.
  • Agitate your pod. Simply give your pod a few flicks and a little shake so the coffee is released from its sitting position before placing in your machine.
  • If you pod machine has temperature controls we recommend trying a higher temperature as this will increase the extraction flow.
  • If you are still struggling to get an extraction, you machine could have an issue piercing the surface of our pods which can occur with machine age. A simple trick to fix this is after a failed extraction, lift your machines paddle up and down three times at about 20 degrees so your pod doesn’t drop into the waste basket. This will fold away any aluminium that could be restricting your extraction.

CONTACT US FOR ANYTHING ELSE

Our customer service team are here to answer any other specific questions you may have