Account

How do I log in to my account?

Log into your RAVE account via 'My Account' Login at the top right-hand side of any webpage via laptop, tablet or mobile device.

You are able to make a purchase with us as a guest, meaning you don't yet have an account. If this is the case then click 'New Customer' and sign up using the email you used for your previous purchase.

By creating an account with us you are able to earn beans (points) for each order you make, which can later be redeemed for rewards. Find out more about our 'Rewards' scheme here.

I tried to log in but it says I don’t have an account with you?

It is possible to purchase a product or subscription without creating an account with us by using the “Guest Checkout”.

To create an account and manage your purchases, follow the link below and 'Sign Up' using the email you used for your previous purchase. This will link previous purchases to your new account.

Register for New Account here.

How do I change my delivery address?

To update your delivery address you will need to log in to your Rave account. Once you are logged in to your account, click on the 'Addresses' button.

You may have several different addresses listed. The address that is marked Default will be the current primary delivery address.

You can 'Edit' an existing address or 'Delete' an old address here. You will also see the facility to 'Add New Address' at the top of the address list.

Ensure 'Set As Default Address' to your new selection for all future orders to be shipped to that address.

If you are not logged into your RAVE Account during a purchase and used "Guest Checkout" the delivery address will be used from your payment provider i.e. PayPal. Please ensure that this has also been changed within your payment provider account.

*Important* If you need to update a delivery address for a subscription order of any kind you will need to update this separately in your 'Manage Subscription' portal. Check out the Managing my subscription FAQ for 'Can I change my delivery address?'

How do I reset my password?

If you wish to reset your password on your account you can either contact us and we will send through an email link for you. Simply follow the instructions on the email to rest your password.

If you are updating your password for security reasons, you can request the password reset link yourself in your Rave account. Just click on the 'Change Password' button and pop in your email address.

If you have forgotten your password and need access urgently, outside of our office hours, you can use the 'forgot password' link and create your new password this way.

How do I update the email address associated with my account?

If you need to update the email address associated with your RAVE account, we need to do this for you. You can contact us via email/phone or live chat - just let us know your current email address and what you need it to be changed to.

Gift Subscriptions

Can I log in to manage my subscription?

Only the email address associated with the purchase of the original subscription can log in. If you have received the subscription as a gift and want to make a change then contact the office here and we will be happy to help you.

I’d like to change to whole bean or a different grind type, what do I do?

We need to change this for you.  Please contact the office here with the details that you want to change.

I have just received a bag of coffee as a subscription gift, what happens next?

Only the email address associated with the purchase of the original subscription can log in. If you have received the subscription as a gift and want to make a change then contact the office here and we will be happy to help you.

What changes can RAVE make to my Gift Subscription?

RAVE can make the following changes to your gift subscription for you:

Update your delivery address
Change your next delivery date
Pause your deliveries
Change to whole bean or a different grind type
Change from a Discovery to Traditional coffee selection, or vice versa. (To read more about the selections, see the FAQ 'Whats the difference between Discovery or Traditional Coffee Subscriptions').
Contact us here if you need changes made.

When does my subscription expire?

It will expire after 3, 6 or 12 months. You should have received a note in the first delivery indicating which subscription length you have been gifted.

If you need this confirmed then please contact us here.

What happens when my subscription comes to an end?

If you want to still keep receiving delicious coffee each month then why not sign up for a recurring monthly subscription? Just visit our subscription page on the website and select the subscription 'For Me' option.

Roasted Coffee

Can I get samples?

Unfortunately, we don't offer samples, however, why not check out our bundles so that you can try a variety of our coffees.

How long should I rest my coffee for before using?

If you are using the filter method to brew your coffee then it is ready to use from day four onwards after the roast date.
For the espresso brewing method the coffee should be rested for a week to ten days after the roast date before using, but it will further improve in flavour during the week after that.


For best results try to use your coffee within one month of the roast date. The roast date label can be found on the lower rear side of our bags. Coffee is food safe for a very long time but will not be at it's best.


Coffee ordered from Amazon:
The coffee has been nitrogen flushed for the Amazon warehouse and is ready to drink when you receive it. Ignore the roast date and for best results try to use your coffee within one month of opening.

How should I store my coffee?

We recommend storing in a cool, dark place away from excessive heat, a kitchen cupboard or pantry works fine. Try to minimise exposure to air and moisture, so avoid the fridge.

Perhaps check out our Airscape Coffee Storage options, they keep your coffee fresh and look good too! Click here to view the range.

I've ordered a kilo, can you split this into 250g bags please?

We don't offer this service due to the discount we offer on kilos. We do sell zip lock coffee bags with valves on our website, so you can order a few and split the kg yourself.

My coffee beans looks lighter than I expected?

The Loring coffee roaster we use at Rave roasts the beans from the inside out. The beans may look a slightly lighter roast level than they actually are.

To get a true indication of the roast level, we recommend that you grind a small sample.

My coffee tastes sour or very bitter.

This could be down to how the coffee has been brewed - also known as the extraction. Please see our recommended brewing guides for some pointers. It could also be that the coffee is too fresh after roasting, see the FAQ for "How long should I rest my coffee for before using?"

Click here for brew guides.

Should I store coffee in the freezer?

Some customers do this and say it has no effect but we personally don't use this method. We would recommend only buying what you can consume within one month.

Keep it fresh!

If you do chose to freeze your beans, grind what you need as you go.

What do you call a dark roast?

This varies from roastery to roastery. We call a coffee a 'dark roast' when we roast it up to the first snaps of second crack. Our dark roasts will never be as dark or oily as some of the ones you may find in the supermarket.

Discounts

Discounts and free shipping

To qualify for free shipping the cart must be over £25 after the discount has been applied. The cart software applies the discount code and then proceeds to the shipping model calculation.

I have a discount code, where do I use it?

After adding everything you wish to purchase to your cart, click checkout and you will be able to add the promotional code to the right-hand side of the form in the box "Gift Card or Discount Code". To qualify for free shipping the cart total must be over £25 after the discount has been applied.

I signed up to your newsletter but haven't received the discount code?

Please check your spam folder for the newsletter email, if you still have problems then please contact us direct.

I've just received a promotional discount email but the code doesn't work?

Discounts often run for 24 or 48 hours only. Please check the newsletter terms and conditions carefully as to when the discount code is live. If you're still having problems then please contact us.

Subscription - General Info

Am I locked into my coffee Subscription?

No, of course not. You can cancel at anytime directly from your customer portal. We’d be much happier if you stayed so if you need help or want to make changes please contact us and we will do all we can to help.

Is postage included in the price?

Postage is included in the price of our 'Monthly Box' and 'Gift Subscriptions' only. The shipping service used is Royal Mail 2nd Class Tracked service and you should receive it within 2-3 days after despatch.

You can upgrade to 1st Class Tracked or Parcelforce (Working Day) delivery when you checkout should you need it to arrive sooner for the first delivery. Remaining deliveries will then revert back to 2nd Class Tracked. Should you wish to receive deliveries by an upgraded service for ongoing deliveries then do get in touch with us and we can get this sorted for you.

The delivery aim for 1st Class Tracked is 1-2 days and Parcelforce aim to delivery next working day (never a weekend).

Postage is applicable to our 'Subscribe & Save' coffees and the shipping cost will be calculated at checkout. Free shipping for orders of £25 or more applies and this is calculated once any discounts, vouchers or promotions have been applied.

Am I in control? Can I make changes to my subscription without calling you?

Yes, you can. Our recurring customers can log in via their own “Customer Portal” where they have full control. Gift customers will need to contact us direct or send an email to info@ravecoffee.co.uk to arrange for any changes to be made.

What is the difference between a Gift Subscription and a Recurring Subscription?

A gift subscription is prepaid i.e. you pay for the entire subscription upfront either 3, 6 or 12 months.


You then choose who you would like this to go to and fill in the recipients details in the shipping address option. You will be given the option to gift wrap and add a message during the checkout process. You are also able to select the date that you want to subscription to start on.

We despatch the coffee once per month on the anniversary date of the start of the subscription. The coffee that will be sent is the 'Roastery’s Choice' coffee, meaning the recipient will receive a different bag of coffee each month.

Please refer to our Gift Subscription FAQs for further details.

A recurring subscription is a pay as you go subscription to either our Traditional or Discovery Roastery's Choice or both. Your credit card is charged each time a bag of coffee is despatched. You can choose how many bags of the Traditional or Discovery subscription you want to receive in each delivery. You are also able to make other changes to your subscription from your personal “Customer Portal”.

What is the difference between Discovery or Traditional Coffee Subscription?

The difference is purely in the type of coffee that you receive and not the way in which the subscription works.

Discovery - These coffees are clean, balanced and distinct in flavour. Often roasted lighter to preserve origin character and best drank black.

Traditional - These coffees are aromatic, rich and full-bodied. Roasted medium or dark. Drink black or with milk.

Do you post subscriptions outside of the UK?

We have currently suspended our international shipments but are working hard to get this service back in place. If you have any questions in the meantime then please do get in touch.

How fresh will my coffee be?

We roast our subscription coffee three times per week, you’ll receive the coffee from the nearest roast date - so in perfect timing for your coffee to be rested and ready to drink when it arrives.

Will the coffee fit through my letterbox?

We have designed the subscription box to be narrow to fit through most letterboxes although some mailboxes still do cause issues. The measurements of our subscription boxes are - Height: 40mm, Width: 180mm, Length: 260mm

They are sent by Royal Mail Tracked post, so if the package does not fit through the letterbox and you are not in to take delivery a 'Sorry We Missed You' calling card will be put through your door giving instructions on where to collect the parcel or to rearrange delivery for a date that is convenient for you.

If you are ordering more than one bag of subscription coffee your delivery will be sent out in a larger box which will be too large to fit through a letterbox.

How often do you change the ‘Roastery's Choice” coffee?

The coffee is changed each calendar month, if you select a delivery rate more frequently than this, then you may periodically receive delivery of the same coffee. If you order more than one bag at a time then they will be the same coffee.

I have a reward/ discount code, how can I apply it?

Rewards and discounts are not applicable to gift subscriptions.

If you have a recurring 'Monthly Box' or a 'Subscribe and Save' subscription contact us and we can apply this for you!

When will the coffee be ready to drink?

For filter, cafetière etc it should be perfectly rested and ready to drink when you receive the coffee. It is usually day four after roasting that coffee is ready to use for filter.

Espresso will be ready to drink seven to ten days after the roast date and will further improve in the following two weeks.

For best results enjoy your coffee within a calendar month of the roast date. The roast date label can be found on the lower rear side of our bags.

Managing my subscription

I can’t login to my subscription, what do I do?

It is possible that the subscription was purchased using “Guest Checkout” meaning a customer account wasn't created.

To manage your subscription you create an account using the same email address that was used to purchase the subscription.

Navigate to the login page and complete the 'New Customers / Sign Up'.

Once you have completed this choose ""Manage Subscription"" from your account page.

If you have any problems please contact us.

What changes can I control from my “Customer Portal”?

You can make many changes to your a subscription in your customer portal.

You can change the frequency of your deliveries, your quantities and also add one time products to an upcoming delivery.

You can manage all your address details and payment methods here too.

If you have any questions about viewing or making changes to your subscription then do get in touch with us, we would be happy to help.

I subscribe to a “Traditional” subscription but would prefer my coffee roasted slightly lighter, how do I switch to a “Discovery” subscription?

Login to your Rave account and click on 'Manage Subscription' to access your customer portal.

Click on the 'Edit' button next to the Traditional subscription which will bring up the details for this particular product you are subscribed to.

Click on the Product on the left hand menu bar. This will bring up a pop up bar, scroll to the bottom to 'Swap Product'. Search for Discovery in the search bar and select. Be sure to set the quantity, delivery frequency and variant you wish to receive. Confirm 'Swap Product'.

I have a “Discovery” subscription but would prefer my coffee roasted slightly darker, how do I switch to a “Traditional” subscription?

Login to your Rave account and click on 'Manage Subscription' to access your customer portal.

Click on the 'Edit' button next to the Discovery subscription which will bring up the details for this particular product you are subscribed to.

Click on the Product on the left hand menu bar. This will bring up a pop up bar, scroll to the bottom to 'Swap Product'. Search for Traditional in the search bar and select. Be sure to set the quantity, delivery frequency and variant you wish to receive. Confirm 'Swap Product'.

I’d like to change to whole bean or a different grind type, what do I do?

Login to your Rave account and then click on 'Manage Subscription' to access your customer portal.

Click on the 'Edit' button next to the subscription which you wish to change which will bring up the details for this particular product you are subscribed to.

Click on the product on the left hand menu bar. This will bring up a pop up bar. Here you can change the variant to bean or ground depending on your brew method. Click on 'Update' to confirm the swap.

If you need any further help please contact us.

Can I reschedule my next delivery?

Of course! Just login to your Rave account and then click on 'Manage Subscription' to access your customer portal.

The easiest way to view and reschedule your deliveries would be to view your 'Delivery Schedule' by clicking on the header by the same name.

This delivery schedule will show all your upcoming subscriptions and any one time deliveries you have planned.


Click on the 'Edit' button alongside the subscription you want to change.

Click on the 'Next Shipment Date' and pick a new date for your delivery from the pop up calendar. Click on the 'Update Next Shipment Date' button to confirm the change.

You will now see the new date against the subscription.

If you have any difficulties or questions then do get in touch with us.

Can I change how many bags I receive?

Yes you can!

Login to your Rave account and then click on 'Manage Subscription' to access your customer portal.

Click on the 'Edit' button next to the subscription which you wish to change which will bring up the details for this particular product you are subscribed to.

Click on the product on the left hand menu bar - this will bring up a pop up menu. Here you can change the quantity of bags you wish to receive. Click on 'Update' to confirm.

Can I change my delivery address?

Yes, you can.

You must change the delivery address against the specific subscription in your customer portal. Changing your shipping address in your main account will not update your subscription.


Login to your customer portal by clicking on 'Manage Subscription' in your Rave account.

Click on the 'Shipping' tab - this will display all the shipping addresses on your customer account.

Click the link on the specific address - this will allow you to update it as needed.

If you need to set up a new delivery address you can click on the 'Add Address' button. Remember to then assign this new address to the relevant subscription/s on your account. You can do this by clicking on the 'Subscriptions' tab and then 'Edit'. Select the 'Shipping & Billing' button to then pair the new address.

If you have any questions then do get in touch with us.

Can I change my Subscription frequency ie how often I receive my coffee?

Yes you can!

Login to your Rave account and then click on 'Manage Subscription' to access your customer portal.

Click on the 'Edit' button next to the subscription which you wish to change which will bring up the details for this particular product you are subscribed to.

Click on the product on the left hand menu bar - this will bring up a pop up menu. Here you can change the frequency of your order. Click on 'Update' to confirm.

Can I change the delivery date?

Nice and easy.
Login to your customer portal.
Next to the subscription you want to change select “>Manage”.
From the drop-down list select “Reschedule Upcoming Order”
Choose a new date from the calendar (you can select the next day) and confirm with okay. All subsequent orders will be updated to reflect the new date.
If you need help contact us below.

Can I pause my Subscription?

There is not a facility to pause a subscription but you can skip a delivery or move your next delivery date to a more suitable time - see 'Can I change my delivery date'.

To skip a delivery login to your Rave account and then click on 'Manage Subscription' to access your customer portal.

Click on the 'Delivery Schedule' header and this will show your upcoming deliveries. Click on the 'Skip' button against the delivery or deliveries you wish to skip.

If you need to stop deliveries but are not sure when you will need to resume them, you can cancel your subscription. When you are ready to start up again, just login to your portal and reactivate your subscription.

Any questions then do get in touch with us.


When is my next delivery?

Login to your Rave account and then click on 'Manage Subscription' to access your customer portal.

The easiest way to view all upcoming deliveries would be to view your 'Delivery Schedule' by clicking on the tab at the top of your portal.

This delivery schedule will show all your upcoming personal subscriptions, gifted subscriptions and any one time deliveries you have planned.

Can I change my Credit Card details?

Yes absolutely.

Login to your Rave account and then click on 'Manage Subscriptions' to access your portal.


Click on the 'Payment Methods' header from the top menu and then 'Add New Payment Method' to add your new card details. Click on 'Update Card'.

You will then need to click on the 'Shipping' header from the menu at the top.
Click the down arrow next to the current payment method and then select 'Change Payment Method' to apply the new card to your subscription. Click on 'Save'.

You can then delete the old card from the 'Payment Methods' section should you wish.

If you need help contact the Customer Services Team who would be happy to help.

I want to cancel my subscription. What should I do?

Sad times, if you need to make changes or talk anything through then please call or email the office, we’re happy to help.

Login to your Rave account and then click on 'Manage Subscriptions' to access your portal.

On the 'Subscriptions' tab select 'Edit' for the subscription product you wish to cancel.

Then scroll down the page until you find the 'Cancel Subscription' link on the left hand side.

If would be really helpful to us if you can select a cancellation reason.

Orders

Has my coffee been despatched

Orders placed on our website are posted out the next working day. This allows us to add your coffee to our morning roast list, bagged up and on its way to you as fresh as possible!

We will email you the shipping confirmation along with the tracking number for your order.

You can also track the status of your order when you are logged into your account Just click on the 'Orders' button, select the order you wish to track and then click on the 'Track Shipment' link.

If your order has been despatched but not received within the timeframes below then please contact us.

Royal Mail 1st Class Tracked - delivery aim 1-2 days

Royal Mail 2nd Class Tracked - delivery aim 2-3 days

Parcelforce Next Working Day - next working day only delivery (does not include weekends)

**EASTER BANK HOLIDAY WEEKEND ORDERS**

Any orders placed after 6.00 a.m. on Thursday 14th April are unlikely to be shipped out by us until Tuesday 19th April. We are expecting a high volume of orders over the weekend so our processing times may not be as quick as usual.

I am missing an item from my order

If you find that you are missing an item from your order and you have not been advised of a reason for this then please contact us.

Please have your order number ready from the packing slip contained within the package. We will get your missing item shipped out to you as soon as possible.

I have received an incorrect item in my order

If you have received an incorrect item in your order from us, please contact us here and we will get this corrected for you as quickly as possible.

We will need your customer order number from your packing slip and details of the error made with your order.

Postage & Shipping

I live outside the UK- can I still order from you?

We have currently suspended our international shipments but are working hard to get this service back in place. If you have any questions in the meantime then please do get in touch.

When should I expect my coffee order to arrive?

RAVE lead time

We have an 6.00 a.m. cut off for orders to ship out the same day. Orders placed after 6.00 a.m. will be dispatched on the next working day. Working days are Mon - Friday, if you order after 6.00 am on Friday then it will be processed the following Monday.

If we are unable to fulfill your order in any way then we will get in touch with you.

Postal company lead times

Royal Mail 1st Class 1-2 days delivery aim

Royal Mail 2nd Class 2-3 days delivery aim

Parcel Force - Next Working day delivery (Mon to Fri only)

Christmas Delivery- last posting days

Orders must be placed by 6am on the following days to give you the best possible chance of receiving the order in time for Christmas:

Royal Mail 48 Tracked - Tues 21th December
Royal Mail 24 Tracked - Weds 22nd December
Parcelforce 24 - Thurs 23rd December

Due to high volumes of deliveries being processed in the system, we are unable to guarantee they will arrive before Christmas, however we will do out best to get all orders shipped.

Gifts

Can I make sure no pricing information goes to the recipient?

If we see the order is gift wrapped or has a gift message we will not include any paperwork within the parcel.

Do you offer gift wrapping service?

Yes, we do - but with a difference. We place the gift within a drawstring bag instead of traditional gift wrap, we felt this was an extra gift and is more environmentally friendly. We can attach a gift tag with a custom gift message for you. This service is added under order note in the cart . If it is not gift wrapped, but you would like us to leave out the invoice, please leave a note in the order note box.

Website

How do I remove items from my basket?

When you are in the the cart you can either use the quantity button against each product to reduce the number of items, be sure to click on 'Update' after below the quantity field. Or you will see the option 'Remove' against each product line.

If you have any problems then do let us know.

Rewards

What is Rave rewards?

Rave rewards is our free rewards program that lets you earn points on all your product purchases, social shares and customer referrals and then redeem your points for rewards like discount vouchers or free products. There are four tiers, and when you unlock a higher tier you can earn points faster and get additional rewards.

How do I join, is it free?

Yes, joining Rave rewards club is completely free! You just have to create an account or sign in if you already have one. Note that only customers with accounts can be part of Beans With Benefits program and redeem rewards.

How can I check my points balance?

You must be logged in to your account to see your rewards balance. Click on the 'Rewards' widget and your points balance will be listed at the top.

How do I spend my points?

You'll see options to redeem your points in your account area. You can redeem your points for £5, £10, £15 & £25 vouchers. You can redeem coupons for one off purchases through the website or for any active subscriptions you have with us (excluding gifts subscriptions).

How long are my perks active?

Perks need to be redeemed within 6 months (except the factory tour which is yearly). Your VIP tier will reset annually on the anniversary of the account opening.

Can I use my points with other discounts?

Unfortunately not, you can only use one discount code at a time.

How can I apply my rewards to my subscription?

Login to your Rave account and click on the 'Rewards' widget.

Navigate to 'Ways to Redeem' and you will see the available coupons for you to redeem. Ensure that you select the '£? off subscription coupon'.

Redeem the coupon you wish to use. You can then either copy the code to use immediately or you can access it in the follow up email which will be sent to you.

To apply the code to an existing subscription navigate to your 'Manage Subscription' portal. Select the 'Subscription' header and then click on 'edit' alongside the delivery you wish to apply the code to. You will see the 'Apply Discount Code' option by scrolling down through the details of the active subscription.

Note: Subscription coupons will only apply to subscribable products and do not carry over if the full balance isn't used.

How do I refer a friend?

Click the yellow rewards icon to refer a friend in the dashboard, or here. You will also get a sharable link in your order confirmation email.

Can I refer more than one person?

You can refer as many people as you like, each time they make their first purchase you'll receive a reward!

How do I know if my friend made a purchase?

We will notify you by email and you can see the number of your referred friends who make a purchase from your Beans With Benefits Portal here

  • Account
  • Gift subscriptions
  • Roasted coffee
  • Discounts
  • Subscription - general info
  • Managing my subscription
  • Orders
  • Postage & shipping
  • Gifts
  • Website
  • Rewards

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