FAQ

Delivery

We ship Monday to Friday with DHL. Orders received before 7am ship the same day. Exceptions can occur.

Freshness

We roast 2-3 days per week. The coffee we ship is usually roasted no longer than one week before, but can be up to 2 weeks maximum. We recommend to rest our coffees as they gain more intensity and complexity 2-3 weeks after roasting.

Ground coffee

After roasting, we immediately pack and seal our coffee bags. When you order ground coffee, be aware that the bag will be opened, so our team can grind your coffee. Pay attention when choosing your grind size as we cannot accept returns for wrong grind size selection. 

Customer service

Email us at hello@wideawake.coffee. We try to reply within 24 hours. Make sure to reference your order number. Please note that we don't do customer service via Facebook or Instagram.

Need an invoice? 

Due to the introduction of the PEPPOL invoicing system in Belgium, we can currently only provide an invoice upon request by email. Send your order number together with your invoice information (Company, VAT, address) to hello@wideawake.coffee. We are working on an automated digital solution.

For EU clients that require an invoice with auto-transferred VAT, email us at hello@wideawake.coffee before ordering (Company, VAT, address). We will verify your VAT number within 3 working days.

Changing a workshop date

Tickets for our workshops are non-refundable. You can change dates up to 2 weeks before the event via the website. For questions email us at hello@wideawake.coffee. All courses are taught at our Brussels Brew Bar in Rue de Flandre.

Subscription changes

Our subscriptions are highly flexible so you adapt it on the go. Login, go to your profile page and click "Manage Subscription". You'll be able add or remove products from your subscription, skip a delivery, change the renewal date or frequency, and pause or cancel your subscription. 

Subscription prices

Throughout the year, we release different microlots on our series. Your subscription price might hence fluctuate seasonally. Rest assured that we try to keep the prices stable. As a subscriber you always benefit from a 5% discount over the normal retail price.

Item missing?

Let us know what is missing and we will refund you the item. Please provide us with a photo of the package and the content. 

Shipping rates

EU - Orders are shipped with DHL Parcel at a flat rate per country. If your order reaches a minimum value, shipment is free. See the table below.

Worldwide - Orders are shipped with DHL Express (incl. UK, Norway, Switzerland). Shipping costs depend on the parcel weight and are calculated during checkout.