FAQs

Do you have any brewing questions on your mind? Don't worry! We got you covered!

ORDER related FAQs:

Where can I buy your products?

Sit back and relax! Whether you are in the comfort of your own home, in the office, or on the move, you can purchase our products by simply browsing through our website www.thecoffeesouq.com

How do I place an order online?

Firstly, choose the item(s) you would like to purchase by clicking the ‘ADD TO CART’ button. Once you have finished choosing your items, proceed to the cart icon on the top right, click on “GO TO CHECKOUT”. Here you will be asked to fill out your contact details. Once you have entered all details, click on “PLACE ORDER” Payments are secured with SSL and processed securely by Network International Payment Solutions, your card details are not stored anywhere in our database. We will send you a confirmation email once this is complete, in order to confirm your order.

Do you have a store that I can visit and purchase your products? 

You are welcome to visit us at our warehouse at Dubai Investment Park 1, from Sunday to Thursday, 9:00 AM to 6:00 PM and 9:00 to 2:200 PM on Fridays.

What form of payments do you accept?

To purchase our products, we accept the following payment methods: Cash on Delivery, MasterCard and Visa credit and debit cards. All the payment options are powered and secured by our payment solution provider, Telr.

Is my payment secure? 

Absolutely! We can guarantee that your payment is secured and totally risk-free. Payments are secured with SSL and processed securely by Telr, your card details are not stored anywhere in our database. All credit card details are encrypted so it is safe and easy to use. None of our staff can see your credit card details.

How can I change or cancel my order?

To meet our delivery deadline of same day / within 24 hours, the orders are processed automatically by our system and immediately transferred to our Logistics Centre. If you wish to cancel or modify your order, kindly contact us at the earliest on +971 50 169 1054. If you order has already been dispatched, we cannot cancel it.

SHIPPING related FAQs:

What areas do you deliver to?

We deliver to all areas within the United Arab Emirates.

When will I receive my order?

We ship orders 7 days a week from Saturday through Friday. Products will be dispatched within 24 hours after confirmation of orders provided that your delivery details are correct and the items are in stock. If you order before 9AM we will ship your order the same day. Otherwise, orders after 12 PM will be dispatched the following working day.

Where is my delivery?

You can track your order simply by following these instructions - Sign into your account under “MY ACCOUNT” at the footer of the website, click on “My Orders” from the menu on the left. You will get an overview of your orders here and its status.

Do you charge for delivery?

A standard delivery fee of AED 25.00 applies on orders below AED 99.00. Purchases above 99 AED will be eligible for free shipping.

What should I do if my order has not been delivered?

The estimated delivery date will be detailed in your confirmation email. You can track your order from “MY ACCOUNT” page on the website. If your order has not reached you by your specified date, please do not hesitate to contact us with any inquiries via info@thecoffeesouq.com or call us on +971 50 169 1054.

I have moved and would like to change my delivery address, how can I do this?

To change your delivery address, follow these instructions below:
Click on "Sign in" on the bottom of the website under “MY ACCOUNT” and enter your email address and your password. Click on "Address Book" from the menu to the left and update your address here.

I received a wrong item, how can I return it?

If the product you received is different from what you have ordered, you can return it within 2 working days after the delivery, provided that it is in the same condition as you received, in complete original box and packaging is intact. Once we receive the returned item and conditions are satisfied, we will deliver the right item to you.

When are returns not possible?

We do not accept returns except when the item delivered is wrongly. But returns will not be possible in the following cases:

- Return request is made outside the specified time frame of 2 days after delivery.

- Product is used, damaged, or is not in the same condition as you received it.

- Defective products which are not covered under the manufacturer's warranty.

- Any consumable item which has been used.

- Products with tampered or missing serial numbers.

- Anything missing from the package you have received including price tags, labels, original packing, freebies and accessories.

COFFEE related FAQs:

What’s the difference between light roast, medium roast & dark roast?

Light roast: Roasted to before the first “crack,” Light roasts retain a remarkable amount of their origin flavors and aromas. They have a light brown-tan color, lacks oil on the roasted beans and have the highest acidity (the good kind).

Medium roast: Roasted to just before the second “crack”, medium roasts have a balanced taste and are considered to be the most common roast. They are darker brown in color than a light roast and look richer.

Dark roast: Roasted to the second crack and beyond, dark roasts have a smoky, bitter taste. The flavor comes from the roasting process. They are dark brown, sometimes almost black, in color.

What do you mean by “Single Origin” coffee?

A single origin coffee is made of coffee beans from the same farm or the same country of origin. Each “single origin” at our store is exclusively and genuinely composed (100%) of coffees coming from a single country of origin and even limited regions that offer unique profiles.

What do the different variants of coffee in your store mean?

Espresso: Espresso is a brewing method and the name of the produced beverage. Any type of beans and any level of roast can be used to make an espresso.

Ristretto: means limited in Italian. It is made from the same amount of ground coffee as an espresso but with a reduced brew time. The result is a smaller espresso with a concentrated flavor, thick texture and usually strong aftertaste.

Lungo: means long in Italian so it is a long espresso produced by letting the extraction continue for more than 30 secs. It is the exact opposite of Ristretto, because here you’re using more water to pull the shot of espresso.

Americano: A long black (aka “Americano”) is hot water with an espresso shot extracted on top of the hot water.

Cappuccino: A cappuccino is an espresso-based coffee drink traditionally prepared with frothed milk and also flavored with chocolate powder.

Latte: An espresso-based coffee with hot steamed milk, very similar to cappuccino but milkier than a cappuccino.

Macchiato: It is made by adding espresso to steamed milk. The distinguishing mark of a Macchiato is the “macchia” or mark on top that shows that espresso has been added. 

Still couldn’t find the answers to your questions?

Feel free to reach out to us at info@thecoffeesouq.com or +971 50 169 1054. We will be glad to assist.