Frequently Asked Questions

Questions 

Coffee store - Online store:

Returns and refunds:

Payment:

Order status:

Shipping and Delivery:

Logging in:

Coffee:

Treats:

 

Coffee store - Online store:

  • Where can I buy your products?

1- Access to all of our products directly on our website  www.arakucoffee.com, and have your order sent directly to your address.

2- Visit our store at 14 rue de Bretagne, Paris 3rd arrondissement.

3- Find our products in our partner shops. See the map of all our stores.

 

Returns and refunds:

  • The contents of my parcel don't match my order.

If the products you received do not correspond to your order, please contact our Customer Service Department by email at service-client@arakucoffee.com or by phone at  +353 (0)1 76 50 57 00.  

  • A product is missing from the parcel I received.

Please email our Customer Service Department. The product you ordered may be out of stock, in which case you will be notified by email. Check your email carefully to make sure you have not received an e-mail notifying hat a product is out of stock. The missing products be sent to you as soon as they will be back in stock.

  • What if I change my mind?

Under the provisions of Articles L.221-18 et. seq. of the French Consumer Code, you can exercise your right to change your mind within 14 full days from the day you received the products. If this 14-day period expires on a Saturday, Sunday, public holiday or non-business day, it shall be extended to the next business day. Download the order cancellation form and post it to the following address: ARAKU COFFEE – Customer Services – 15 Place du Général Catroux– 75017 Paris – FRANCE.
Please note that only the person who paid for the product may exercise this right.

  • Are shipping costs refunded if I change my mind?

The shipping costs and the return costs will not be refunded.

  • How are refunds processed?

If the order is cancelled, Araku will refund all payments received from the Customer within fourteen (14) days from the receipt of the product(s), including the shipping costs (excluding any additional costs resulting from the Customer's selection of a more expensive delivery method than the standard delivery method suggested by Araku). Refunds will be made by bank transfer or cheque.

 

Payment:

  • How do I pay for my order?

There are two ways to pay online: by credit card (Carte Bleue, Visa, MasterCard or American Express) or PayPal.  Both payment methods are completely secure (see the “Secure payment” section).

  • I lost my connection while my payment was processing, was I charged?

You will only be charged during the last payment step. Once payment is confirmed, you will received an emailed with your receipt.

  • What can I do if my payment by credit card is declined?

After you enter your credit card information and confirm your order, our service provider contacts your bank to process and authorise payment. If payment is declined, please contact your bank. If you are concerned your order has not gone through (you did not receive an order confirmation email), you can contact our Customer Service Department (service-client@arakucoffee.com) to check whether or not your order has been registered.

  • I have a promotional code. How can I use it?

Promotional codes can only be used on the website (not in stores) and are not cumulative (only one promotional code per order). Simply enter your promotional code in the “promotional code” field in your order summary. Unfortunately, if you forget to enter your promotional code, our Customer Service Department cannot add this code after your order has been placed. For this reason, please make sure that your promotional code appears in your order summary before confirming.

 

Order status:

  • How can I change my order after paying?

Unfortunately, once you confirm your order, you cannot change its contents on the website. However, you can contact our Customer Service Department at service-client@arakucoffee.com or by phone at +33 (0)1 76 50 57 00, and they will help you find the best solution.

  • I have not received my order yet; my parcel seems to be lost

If the tracking information shows that your parcel has been delivered but you have not received it, please note there may be a lag of several hours between the change in order status and the actual delivery.
However, if you have not received your parcel by the end of the day and the tracking information indicates it has been delivered, please email service-client@arakucoffee.com, and we will follow up the matter with the carrier.

  • How can I check my order status?

After confirming your order on our website, you will be emailed with:
- An initial order confirmation.
- A notification that your parcel has left our warehouse, with a link to the carrier’s website so that you can track your parcel. 

You can also track your order as it is being processed in the “My Orders” tab in your account on www.arakucoffee.com. 

  • How can I obtain a copy of my receipt?

When you first place an order, your receipt is sent in the initial order confirmation email. Alternatively, you can sign in to your account, click on “My Orders”, select the order you want and click on the printer icon on the top right.

 

Shipping and Delivery:

  • How can I change my delivery address?

When selecting your billing address, you can select either “Deliver to this address” or “Deliver to another address”. You can save multiple delivery addresses in the "Address Book" in your account.

  • What are the shipping times?

In mainland France, orders are packed up and delivered within 4 business days.
Over public holidays, orders are packed up and delivered within 6 business days in mainland France.

  • What are the shipping costs for my order?

Shipping costs are indicated after you confirm your delivery address. Shipping costs start at €7.90 within mainland France; for international deliveries, costs are calculated based on the weight of the parcel. Please note that we only deliver to European countries.

  • Do you deliver internationally?

We only deliver to European countries.

 

Logging in:

On the home page, click on the "My Account" icon on the top right and then click on “Create An Account”. Enter the mandatory information marked with an asterisk and then click on the “Register” button. You will then receive an account verification email.

  • I forgot my password.

If you forget your password, click on “Forgot your password?” on the login page. Then enter the email address you used to create your account. You’ll receive an email with instructions on how to reset your password.

  • How can I change my account information?

You can change your account information by logging in to your account and going to “Account Information” and “Address Book”.

  • Do I need to create an account to place an order?

No, you can place an order directly without creating or opening an account. Just enter your billing and delivery information when asked.

 

Coffee:

  • How do I store my coffee?

Coffee does not like:

  1.    High temperatures
  2.    Oxygen
  3.    Humidity and moisture
  4.    Light

Whether in whole-bean or ground form, it is preferable to store your coffee in an airtight container (preferably vacuum-sealed) in a cabinet and away from light and moisture. We advise you not to store your coffee in the refrigerator.

  • My bag of coffee is inflated; is this normal?

Yes, this is completely normal since coffee is a live product. After roasting, coffee gives off a natural gas that prevents oxidation. The one-way valve system on our bags preserves the quality and aromas of our coffee, thus providing optimal storage conditions.  

  • My coffee doesn't taste the same as it does in the store.

Different factors may explain the change in taste:

  1.    Water quality: At Araku, we use filtered water for all our beverages, whether it's an espresso or one of our milder brews (such as Chemex or V60).
  2.    Coffee/water ratio: the more coffee you use, the stronger your cup will be. We recommend you start with sixty grams of coffee per litre of water, which you can then adjust according to taste. 
  3.    Grind size: Each brewing method requires a specific grind size; you have the option of grinding your Araku coffee according to your preference directly in our store with the help of our team.

You can also view our brewing guides in the Coffee Tutorials section of our website.

 

Treats:

  • Where do I find allergens information?

The ingredients in our products are listed on the respective product information pages. Allergens are highlighted in bold on the product pages.