Wholesale Customer: Friday Staff Training Slot

Delivery Information

GENERAL SHIPPING

We offer worldwide shipping across the following zones & services:

- UK: Royal Mail 48 (0-2KG), Parcelforce 48 (2-30KG - Fixed Rate), DHL Next Day (2-70KG - Variable Rate).

- Europe: Royal Mail (0-2KG), DHL (2-70KG - Variable Rate).

- International: DHL (0-70KG - Variable Rate).

REMOTE LOCATIONS

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.

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 Royal Mail 48, Parcelforce 48 or DHL Premium. If you place your orders on a Friday after 1pm, this will be classed as a Monday order. Please note:  Next day services are not guaranteed due to third party services.

TIMING

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.

INSURANCE

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.

Questions?

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.

UK SHIPPING

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.

Pallet Shipments

For items over 30KG, including multiple boxes of cups and / or glasses and all espresso machines, we always ship via pallet. If you require your item to be shipped via pallet, due to the nature of our system, you will be given a selection of rates to choose from based on your location in the UK rather than a recommended cost. Please make sure you select the right rate as part of this process based on where you live. If we believe you have selected the wrong rate option, we will contact you to clarify to ensure we have the correct information before shipping. 

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

CHANNEL ISLANDS

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

Trade customers

1. Commercial La Marzocco, Victoria Arduino, Rocket & Simonelli machines are held in UK warehousing, 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. Please feel free to contact us to confirm the details in advance.
   
2. Commercial grinders (Mahlkonig, Compak, Victoria Arduino, Ditting) shown in stock on our website are either held in our warehouse or 100% confirmed as being available for supply by our distributor.  Please feel free to contact us to confirm the details in advance.

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.

EUROPEAN SHIPPING

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). You can view the range of fees HERE. 

Damages

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 info@machina-coffee.co.uk 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).

RETURNS

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.

Returns Address

Machina Espresso LTD
Unit 9 Peffermill Parc
25 Kings Haugh
Edinburgh
EH16 5UY