Hill & Valley Coffee have created this page to show our commitment to customer care - we want to make your visit to the Hill and Valley Coffee web site as enjoyable as possible - but also easy and secure, and to ensure that you have the best possible experience whilst shopping on our site.

If you have any problems during the order process, please do not hesitate to e-mail us on feedback@hillandvalleycoffee.co.uk or telephone 01296 482 708 Monday to Friday, 9am - 5pm.

How to Shop at Hill and Valley Coffee Ltd

The Hill and Valley Coffee Shop is based around a familiar web 'Shopping Basket' system - rather like a supermarket. You simply add and remove items to and from your 'basket' as you move around the shop. Once you've got the items you need, simple click on the 'Checkout' button - then (and only then) will we ask for the details we need to fulfil your order (including payment - explained below).

Products are arranged in groups, and you'll know exactly where you are throughout the store because of our easy to use navigation system displayed about the store information. For instance, you might see:

Hill and Valley : Speciality Coffee Beans (Roasted) : Our House Blends   

which indicates that you are in the House Blends section of the roasted coffee beans section. Links will take you 'back up' the hierarchy.

How to pay

We have tried to offer you as many ways of making payment as we can. Once you are in the checkout section, you can choose the following payment options:

• payment using on-line credit card purchase

• payment where you send us your credit card details or cheque separately (by post, fax or telephone)

• payment where we invoice you and then you send you order separately

We take the following credit cards: Visa, Mastercard and Switch. Please contact us if you wish to pay using an alternative credit card.

Credit Card Security

Hill and Valley Coffee have partnered with WorldPay, the industry-leading on-line credit card transaction provider, the same company that handles on-line credit card transactions for FreeServe, Virgin, Vauxhall and the Financial Times (amongst many others). Your security is important to us - so we've taken credit card security very seriously.

We will take you order details first - and then pass you to the WorldPay secure web site where you will be able to pay for your goods using your credit card in complete safety and security.

Delivery of your Products

It is essential that the coffee is with you as soon after roasting as we can make it! This means that we guarantee a 48-hour 'roast-to-ship' time (your order will be shipped within 48 hours of roasting) and we aim to get the coffee in your hands within 7 days of your order.

Shipping and Handling (UK customers) is £0.90 per 250g bag of coffee. For other countries, shipping is automatically calculated depending on country of origin, but we'll be happy to let you know if you e-mail us ahead of your order.

In any case, you can work out shipping before committing yourself to an order. Simply place the items you require in a basket, go to the checkout, and select your country. The next page will show the shipping costs that we've calculated in order to get your products to you within the seven days we specify.

Guarantee

All Hill and Valley Coffee products we are convinced that we sell the finest, freshest coffee around. If you don't agree, we'll refund your money with our no-quibble guarantee.

This does not affect your statutory rights as a consumer.

Customer Care Line

If you have any problems during the order process, or wish to ask questions about coffee in general, please do not hesitate to e-mail us on enquiries@hillandvalleycoffee.co.uk or telephone 01296 482 708 Monday to Friday, 9am - 5pm. We'd be delighted to speak to you and help you enjoy your coffee even more!

Privacy Policy

Shopping on the Internet requires you to give out various details about yourself that could be used by unscrupulous traders to bombard you with junk mail and spam - but not with us. Your details are stored and downloaded to Hill and Valley securely at all times during your transaction, we have created a separate privacy page to tell you just how much we want to protect your privacy on-line.

What to do if you have a complaint 

Whilst we do everything humanly possible to ensure that we deliver you the finest, freshest beans we can, inevitably things can sometimes go wrong. It may be that you experienced problems with the web site, or that there were problems with the order itself.

Please telephone us to let us know exactly what went wrong, and we will do everything we can to correct the problems. If - as a result of your call - we change elements of our company policy or website, we will keep you informed of this. Finally, you are always at liberty to take advantage of our no-quibble money-back guarantee if you feel that the matter was not resolved to your complete satisfaction.

Anything we've missed out?

If there is anything you would like to see on this site, then please complete our enquiry form and tell us how we can help you enjoy your coffee more!