Question 1

Where are you based?

Accepted Answer

We’re based in Freshwater on the Isle of Wight and support customers across the UK.

Question 2

Do you sell to the public as well as businesses?

Accepted Answer

Yes. Our coffee, equipment and accessories are available to home users and businesses. Installation, servicing and barista training are tailored to cafés and workplaces.

Question 3

How do I place an order?

Accepted Answer

Order online via our shop. For commercial machines or larger orders, use the Get Machine Quote button or contact us and we’ll prepare a tailored quote.

Question 4

Can I speak to someone before I buy?

Accepted Answer

Of course. We’re happy to advise on beans, grinders and machines. Use Contact our team or call 01983 759966.

Question 5

Which payment methods do you accept?

Accepted Answer

We accept major debit/credit cards and other options shown at checkout. For trade orders we can invoice—just ask.

Question 6

Can I change or cancel my order?

Accepted Answer

If your order hasn’t shipped or been booked for installation, we’ll do our best to amend or cancel it. Contact us as soon as possible with your order number.

Question 7

Do you deliver UK-wide?

Accepted Answer

Yes. We ship throughout the UK. Delivery options and prices are shown at checkout.

Question 8

Is delivery free on the Isle of Wight?

Accepted Answer

Yes—local orders on the Isle of Wight include free delivery.

Question 9

How long does delivery take?

Accepted Answer

Coffee is roasted weekly and typically arrives in 2–3 working days after dispatch. Small equipment is usually 1–3 working days. Large commercial machines are scheduled.

Question 10

Do you offer click & collect?

Accepted Answer

Collection may be possible by arrangement from Freshwater. Contact us before ordering to confirm.

Question 11

Do you ship internationally?

Accepted Answer

Not at the moment—we currently serve UK addresses only.

Question 12

What coffee do you roast and where is it from?

Accepted Answer

We roast speciality Arabica with traceable origins—our blends include Colombia, Brazil and Mexico. See each product page for origin notes.

Question 13

How fresh is the coffee?

Accepted Answer

We roast weekly and print the roast date on every bag so you know exactly when it was roasted.

Question 14

Do you offer decaf?

Accepted Answer

Yes—our decaf is Swiss Water Process (chemical-free).

Question 15

Whole bean or ground—what should I choose?

Accepted Answer

Whole bean keeps best. If you need ground, choose the brew method on the product page and we’ll grind to suit (espresso, filter, etc)

Question 16

How should I store my coffee?

Accepted Answer

Keep it sealed, cool and dry—ideally in the original bag with the one-way valve or an airtight container. Avoid the fridge/freezer once opened.

Question 17

Do you supply wholesale coffee?

Accepted Answer

Yes—volume pricing is available for cafés, offices and venues. Contact us for samples and pricing.

Question 18

Which machine brands do you supply?

Accepted Answer

We work with leading brands including WMF, Conti, Astoria, Gaggia and more. We also stock grinders and related equipment.

Question 19

Are you an official WMF partner?

Accepted Answer

Yes—we’re proud WMF Professional Coffee Machines Partners, authorised for sales, UK-wide installation, parts and aftercare.

Question 20

Do you install machines UK-wide?

Accepted Answer

Yes. Our certified engineers install across the UK. Typical lead time is 7–10 working days from readiness.

Question 21

What do I need on site for installation?

Accepted Answer

A suitable counter space, correct power supply, water supply and drainage where applicable. We’ll send a site-readiness guide before installation.

Question 22

Do you bench-test machines before delivery?

Accepted Answer

Yes—machines are bench-tested and pre-set so you’re closer to first pour on day one.

Question 23

Do you sell refurbished machines?

Accepted Answer

We do. Refurbished stock is inspected, bench-tested and supplied with a 3-month warranty unless stated otherwise.

Question 24

Do you offer servicing and preventative maintenance?

Accepted Answer

Yes. We provide routine servicing and tailored preventative service plans to maximise uptime.

Question 25

What’s your typical response time for breakdowns?

Accepted Answer

We aim for next working day response for urgent call-outs.

Question 26

Do you service machines you didn’t supply?

Accepted Answer

In many cases, yes—contact us with the brand/model and we’ll advise.

Question 27

Can you supply parts and consumables?

Accepted Answer

Yes—we stock genuine parts and consumables for the brands we support. Contact us with the part you need.

Question 28

Do you provide training?

Accepted Answer

Yes—1-to-1 or group sessions on dial-in, milk texturing, workflow and care. On-site or on the Isle of Wight.

Question 29

Is training included with installation?

Accepted Answer

Commercial installs include a handover and quick tutorial. Extended training can be added for your team.

Question 30

What warranty do you provide?

Accepted Answer

New machines: 12 months (parts & labour, unless stated).
Refurbished machines: 3 months.
 Coffee and consumables are not warrantied beyond statutory rights.

Question 31

How do returns work?

Accepted Answer

Unused non-food items can usually be returned within 14 days in original packaging (exclusions apply for custom orders). Contact us for an RMA before sending anything back.

Question 32

A machine is faulty—what should I do?

Accepted Answer

Please contact support with your order/serial number and a description of the issue. We’ll troubleshoot and schedule an engineer if needed.

Question 33

Do you offer restocking on machines?

Accepted Answer

Commercial equipment may be subject to a restocking fee (typically 25%) and inspection. See our full Terms for details.

Question 34

Can I get a written quote for a machine package?

Accepted Answer

Yes—use Get Machine Quote and tell us your volumes, drinks and site details. We’ll recommend a package with lead time and costs.

Question 35

Do prices include VAT?

Accepted Answer

Prices shown in the shop are inclusive/exclusive of VAT as indicated at checkout. A VAT invoice is provided for business orders.

Question 36

Do you offer finance or leasing?

Accepted Answer

Finance may be available via third-party providers for qualifying business customers. Contact us to discuss options.

Question 37

Is your decaf chemical-free?

Accepted Answer

Yes—our decaf uses the Swiss Water method.

Question 38

How do you source your coffee?

Accepted Answer

We prioritise traceable lots from reputable importers and producers. Each coffee’s origin and profile is listed on the product page.

Question 39

What’s the best way to reach you?

Accepted Answer

Email Sales@SouthernCoffee.co.uk, call 01983 759966, or use our contact form. For urgent machine support, call and we’ll triage your issue.

Question 40

What are your support hours?

Accepted Answer

Typical office hours are Monday–Friday, excluding bank holidays. We arrange installations/repairs by appointment.

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