Shipping & Returns
We offer worldwide shipping across the following zones & services:
UK: Royal Mail (0-2KG), Parcelforce (2-30KG - Fixed Rate), DHL (2-70KG - Variable Rate) and Pallet Line (>125KG).
Europe: Royal Mail (0-2KG), DHL (2-70KG - Variable Rate) and Pallet Line (>250KG).
International: DHL (0-70KG - Variable Rate) and Pallet Line / Dachser (>250KG).
Our shipping carriers cover most locations. However, if you live in a remote or offshore location and don't see it listed, please contact us directly and we will provide you with a custom quote for shipping.
Due to the technical limitations of Shopify within the UK, you will see multiple rates in the UK including 1) Mainland, 2) Scottish Highlands & Islands and 3) DHL Variable Rates. Please ensure that you select the correct option for you.
SHIPPING DAYS & CUT OFF TIMES
Our warehouse ships items 5 days per week on Monday - Friday.
This excludes weekends and all bank and festive holidays (local and national). If weekend delivery is essential for you, you must call us and request this as we currently do not offer this service via the website.
If you place your order before 1pm Mon-Thurs, your service will be next day with Royal Mail, Parcelforce or DHL. If you please your orders on a Friday, you will have the option to choose Saturday delivery at a premium rate, or next day, which will reach you by Monday as a next day service. Please note: Next day services are not guaranteed due to third party services.
Orders usually take between 1-2 days within the UK. However, depending on the current number of unfulfilled orders, orders may take up to 3 days to get to you.
If you are buying a domestic espresso machine and/or grinder, shipping can take around 2-3 days longer, as we require an extra day to bench test your equipment to ensure it is functioning 100% correctly and avoiding any unwanted performance issues when your item arrives.
All products are shipped with insurance (This excludes parcels shipped with Royal Mail, due to their lower value). This cost is included in your shipping costs. If there is any issue with your purchase, we will resolve the insurance claim for you and either refund you, or ship you a replacement product.
Shipping higher value items is always done with couriers that provide full insurance without limits. For example: we always ship espresso machines, grinders, premium scales and kettles using DHL Premium.
2020 HOLIDAYS / NON-SHIPPING DAYS
|1 Jan||Wednesday||New Years Day|
|2 Jan||Thursday||Scot New Year|
|10 April||Friday||Good Friday|
|13 April||Monday||Easter Monday|
|8 May||Friday||May Bank Holiday|
|25 May||Monday||Spring Bank Holiday|
|3 Aug||Monday||Summer Bank Holiday|
|30 Nov||Monday||St Andrews Day|
|25-30 Dec||Thurs-Wed||Christmas Day Period|
|31 Dec-3 Jan||Thurs-Sun||New Years Eve Period|
If you are unsure about anything, please contact us to check before placing an order - we will be happy to discuss any queries and provide you with the best quote we can offer. If you require faster shipping, we can provide alternative services, but can only do so over the phone or via email, not on the website.
Further details of our shipping services are detailed below.
For items weighing up to 2KG, we ship with Royal Mail. If you have purchased an item with free shipping (0-2KG), your service will be on a 48 hr service. If you have paid for your shipping or you have received free shipping due to your order value being over a certain point, your service will be on our standard 24 hr service.
Some Royal Mail shipped items, such as subscription coffee (250g) are able to be posted through a letter box, while most others require to be either left outside your location, or handed to you in person. If you miss your delivery, you may be required to collect it from a local depot, as they will not re-attempt to deliver the item.
For items weighing 2.01-30KG in the UK we use Parcelforce & DHL. We offer standard next day delivery service to most UK mainland destinations, but there are some exceptions. This service looks to deliver next day, but depending on volumes, can take up to 3 days.
For items over 30KG, including multiple boxes of cups and / or glasses and all espresso machines, we always ship via pallet, which vastly reduces the potential for damages. Each pallet is wrapped in cling wrap and fixed in place with tight strapping to ensure zero movement whilst in transit.
Offshore and Highlands and Islands:
We ship to the Scottish Highlands / Islands and Channel Islands etc using Royal Mail, Parcelforce & DHL, which have a separate set of rates to UK mainland. Please ensure you select the correct option when purchasing.
We work to an estimate of 2-3 working day for delivery to the Scottish Highlands and 2-5 working days for delivery to all offshore locations. It can be quicker, but this is their estimated / average times.
For clarity, Scottish Highlands and Islands are covered by the following postcodes:
Scottish Highlands - AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50
Scottish Islands - HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3
If you are located in Herm, Alderney or Sark, you will need to enter Guernsey as your country location. You will then be allocated the Guernsey shipping option under the GY postcode.
If you are located in the Isle of Wight or the Scilly Isles, please choose Isle of Man from the shipping options and enter your postcode into the location finder.
UK MAINLAND SHIPPING - ADDITIONAL INFORMATION
- All trade Inker orders placed either via the website or over the phone / email will be shipped within 3 days. This is due to the fact we repack all our cups securely, which takes time to complete. On occasion we receive large numbers of orders, which can delay shipments. In this scenario, we will contact you to let you know of any delays in advance. Orders less than 48 units (8 boxes) are shipped by box, with 48+ by pallet.
- All commercial espresso machine orders are to be made over the phone or in person - not via the website. They are shown for display purposes only, not for web-based sale.
- Commercial La Marzocco machines are held in their UK warehouse, with the most common machines in stock and shipped within 2-4 working days. If you are ordering a machine that is not in stock, the lead times are around 6-8 weeks depending on their schedule.
- Commercial Rocket machines are all built to order, and hold a lead-time of around 4-6 weeks. We hold limited stock of Boxer 2 group machines in Edinburgh.
- Commercial grinders shown in stock on our website are either held in our warehouse (Eureka & Victoria Arduino) or 100% confirmed as being available for supply by our distributor (Compak, Mahlkonig, Ditting & Anfim). Any items not held in stock by us or special orders have a lead-time of approximately 3-4 days. If you are unsure, please feel free to contact us to confirm the details in advance.
- Inker porcelain is shipped for trade purchases at a heavily discounted rate. You must ship returns back to us via the same shipping service we use, to ensure that no damage occurs. This will be arranged by ourselves once you contact us requesting a return. Further, as a trade customer, if you require any replacements, due to damage in transit, we will only replace these items on your next order, due to the high cost of shipping. If you prefer, we can issue you a refund for the items that have been damaged.
Third party services
We use third parties for shipping (Royal Mail, Parcelforce & DHL), so delivery times are estimates and can sometimes take longer. We cannot contractually commit to any secure delivery times, as delays occur out with our control. If your parcel is not with you within 4 days (UK mainland) or 6 days (Highlands or offshore), then please get in touch and we will look into it for you.
We use Royal Mail & DHL for parcels up to 2KG in weight. For parcels over this weight we use Parcelforce & DHL International. Parcels weighing 0-2KG can be shipped with Royal Mail (Budget service, with basic insurance) or DHL Europe (Premium service with full insurance). All parcels over 2KG are fully insured and are shipped using the tracked and signed for services.
BREXIT INFORMATION FOR EUROPEAN BUYERS:
If you are a customer based in the European Union, you can now buy from our website without paying any VAT (UK Tax). However, you are liable to pay your respective domestic taxes on products depending on your countries rates. Further, you will be required to pay a fee for using this service (Payable via DHL). These fees are listed below for your reference:
PLEASE NOTE: Current EU regulations mean that Customs Duties will not be applied to goods under €150 (regardless of origin). VAT will not be applied to goods under €22 (until July 2021).
However, products that originate from the EU or UK qualify for preferential treatment (zero tariff) under the EU-UK TCA, meaning that no customs duties are levied (but VAT still has to be paid or accounted for).
This means that if you are buying products like Rocket, Eureka or Rancilio, you can do so without paying any tax on our website, but also without any import duties at your delivery, as these products originate from Italy, which is void of duties due to being produced in Europe.
We use DHL International to ship order out with Europe (All locations covered other than Africa and some middle eastern locations). All these shipments are provided fully tracked and signed for, with full insurance included.
We now ship to virtually all International locations including United Arab Emirates, Qatar, Saudi Arabia, Singapore, China, Japan, Hong Kong and numerous others. Please note that if you are located out with the EU, we will only ever ship products with a value of more than £100 with DHL. This is because they offer the best service with fast delivery times, professional customs clearance and premium insurance.
Please note: We include insurance overheads in our prices, this is not an additional charge to you as a customer. If in the event that you are buying something that exceeds the normal insurance cover, we will contact you in advance to discuss your insurance options.
Box or Pallet
If you purchase any items small enough, we will ship them in a box, usually dual walled if the item/s are fragile in any way.
If you are buying either volume cups and glasses or an espresso machine, we will always ship by pallet, which vastly reduces the potential for damages. Each pallet is wrapped in cling wrap and fixed in place with tight strapping to ensure zero movement whilst in transit.
When we ship espresso machines, we ship them in an extra layer of cardboard, to protect them against any potential knocks or pokes from external objects or handlers. We have found this to be an effective way of further reducing any potential accidental damage.
If you receive your parcel damaged, we require you to contact us immediately with the information and photo's of the damage, whether it be just the external packaging or both the packaging and items. We request that you do this within 24 hrs of receiving the your shipment. If it falls over the weekend, then just the next business day.
You should do this by emailing firstname.lastname@example.org with the subject heading of the email as ORDER ID / SURNAME / DAMAGE. Please include your contact details, a description of the damage and images of the parcel - inside and outside (as required).
Customs and charges
If you are buying goods from outside the UK borders you are solely responsible for any import or customs charges associated with the items you have purchased. Machina Espresso LTD is not liable for any such costs.
For reference: When shipping with Parcelforce there are certain European counties that charge a customs clearance fee of £25 per consignment. These countries are: Switzerland and Lichtenstein. This fee is included in our charges.
As per UK Consumer Law, you are legally entitled to return unwanted or defective items within 28 days. You must contact us to arrange the return within 14 days of purchase.
You must contact us to request a return within 2 working days (Mon-Fri) of receiving the product and complete the returns process as per our instructions, to ensure that the return is managed correctly and the goods reach us in perfect condition.
Returned items must be unused and be returned in original packaging with any enclosed documentation and in perfect resalable condition. Once the goods have been received back and checked, as per our terms and conditions, we will issue a full refund or exchange on receipt.
Please note: You are wholly responsible for the goods until they reach us. Any damage or breakages are chargeable, therefore all goods must be packaged in the exact same format as they were shipped to you. Once received, we will contact you confirming the good have been received in a good and resalable condition, and your refund will be processed within 5 working days. For warranty claims we will aim to repair or replace your item where possible.
Please see out Terms and Conditions HERE to be clear on our processes and your rights.
Unit 9 Peffermill Parc
25 Kings Haugh