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FAQs
Product Information
To write a review: Login to the website, browse to the product you have previously purchased, click on the reviews tab, click to write a review, submit your review. - Please note your review may not show immediately as all reviews are monitored from a customer service perspective before being uploaded.
Managing Your Order
- To view your previous orders please login to the website and click on the “Previous Orders” tab in the user panel area on the right hand side.
- Once you clicked the “previous orders” option you will be able to view the status of your order.
- You are also able to access your order to see details of the products purchased.
- Orders are subject to payment clearance and stock availability. All orders placed before 12pm, Monday to Friday are usually despatched on the same day, orders received after 12pm will be despatched next day.
- If any of the items is not available, we will place an order and notify you of the delivery date. Should you wish to cancel these items, please contact us.
- Carrier will depend on the weight of the items however UPS is used for all items, over 1kg.
- Weekend and Bank Holiday orders are despatched on the next working day.
- Should you need a Saturday delivery, please contact us so we can quote a price.
- You are able to cancel your order if it has not yet been despatched.
- This does not incur any costs to you and you will receive full refund of the purchase price.
- To return an item that has already been despatched you will need to contact us on info@fairfaxcoffee.com or 0800 316 8700 to request a refund.
- You are able to return any items, which are unopened and remain, including packaging, as “brand new” condition, for a period of 14 days after receipt.
- The choice of return carrier is the customers’ responsibility.
- Refunds will be of the full amount paid less any return carriage costs incurred by Fairfax.
- We are only able to accept payments in Sterling.
- Should any of the goods purchased arrive damaged, please contact us as soon as possible.
- We will arrange a collection for the damaged item and send you a replacement product.
- You must repackage the product in its original packaging.
- If you wish to claim a refund on the damaged item you can do so and we will issue a refund once the product has been received and inspected by ourselves and the damage is confirmed.
- Please note that some items are not always in stock and replacement for those items may take longer than 5 days.
- We will inform of the replacement lead time if this is the case.
- After submitting your order you should receive an email confirming the receipt of your order, this should take no longer than 10mins.
- You can also confirm the receipt of your order by logging in to the website and going through the “Previous Order” section as described above.
- If you have not received an email confirmation or your order is not listed under the previous order menu, please contact info@fairfaxcoffee.com and we will endeavour to get back to you shortly.
Managing Your Account
- To reset your password click the link "Forgotten Password" in the user panel area.
- You can then either choose to have your password emailed to you or opt for your password hint if you have one.
Please login to the account area to amend your details.'
- We are able to accept payment by in the following methods: Visa, Mastercard, Delta, Solo, Switch, UK Maestro.
- If you wish to order any products from our site and do not have one of these cards please contact us on 0800 316 8700 to make an order over the phone.
- Alternatively you can make a payment using our Paypal account: info@fairfaxcoffee.com
- To change your login details please login to your account then select “Account Area”.
- You are able to modify your details in the account area.
- Once you are finished please click save changes to save your amendments.
- By referring a friend to our website and products you could earn up to 5% credit on their first order.
- It is very easy and simple - to find out more information about our scheme please click here
- If you are having problems logging on - first try our password change facility.
- If you still have problems please contact 0800 316 8700 and we will assist you.
- To subscribe is simple, simply enter your details on the subscription box on the right hand side and your details will be automatically entered into our database.
- If you wish to unsubscribe you can do so by clicking on a link at the bottom of a newsletter or by sending an email to info@fairfaxcoffee.com with the subject “unsubscribe”
Delivery Information
- We ship products to the UK, Scotland and Northern Ireland. When placing your order simply select your country from the drop down list.
Orders under £40 = £5 delivery, orders between £40 - £80 = £8 delivery, orders between £80 - £150 = £12 delivery, orders over £150 = FREE!!
Security
All of your personal details and credit card details are only ever passed to direct to our bank. We do not store your credit card information in any way on our site. To guarantee your payment is secure you will see https:// at the beginning of the address bar signifying the area of the site you are in is secure. You can also click on the Thawte certificate image to confirm the secure certificate is current and active.
Coffee Machine Support
If you are having problems with your coffee machine please visit this link to go through quick troubleshooting solutions
If you cannot find a solution for your problem under these troubleshooting guidelines please contact us on 0800 316 8700 and we will help you identify your problem over the phone.
Warranty Information
- La Pavoni, Ascaso, Elektra, Handpresso and Imperia machines are all repaired under warranty by Fairfax Coffee Ltd.
- Please contact us if your machine is not working properly and we endeavour to help you by means of telephone support.
- If we are unable to solve the problem we will arrange for a collection to be made.
- Machines under warranty are fully repaired at no cost provided providing there is a manufacturing defect and machines have been operated in accordance with manufacturers instructions and have been purchased from an authorised dealer. Fairfax is unable to accept responsibility for any machines purchased by non authorised dealers and customers will be fully liable for repair charges.
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Please note that we are only able to service La Pavoni, Ascaso, Elektra and Handpresso coffee machines. If your machine requires service or repair and is out of warranty please follow these guidelines:
1. Please post your machine to us making sure that your machine is securely packed, preferably its original box. Alternatively please drop it in at our premises.
2. If you require an estimate prior to proceeding with repairs please send a cheque for £15 payable to Fairfax Coffee Ltd. Our engineer will then contact you with an estimate prior to proceeding with repairs.
3. The initial £15 charged for estimate will be deducted from the total cost of the bill if you decide to proceed with the repair. If you do not wish to proceed the estimate fee is non refundable.
4. Customers who do not require an estimate to be carried out will have their machines repaired and are fully liable for all costs.
5. Repairs usually take 7 to 10 working days from the day of receipt.