Shipping & Returns

Shipping Policy for LevelGroundCo.com

Last Updated: 9 July 2025

At LevelGroundCo.com, we strive to deliver your coffee products promptly and efficiently through our Shopify-powered store. This Shipping Policy outlines our shipping process, costs, and delivery expectations for orders placed on our website. For details on returns and refunds, please see our Return and Refund Policy in our Shopify store footer.

1. Order Processing

  • Dispatch Time: Orders are typically processed and dispatched within 1-3 working days from our facility in Letchworth Garden City, Hertfordshire. Orders placed after 12:00 PM BST may require an additional working day for processing.
  • Confirmation: You will receive an order confirmation email from Shopify once your order is placed, followed by a dispatch confirmation with tracking details (if applicable) when your order ships.
  • Delays: During peak periods (e.g., holidays or promotions), processing may take longer. We will notify you via email if there are significant delays.

2. UK Shipping

  • Free Shipping: Free standard shipping is available on all UK orders over £40 (excluding VAT and after discounts).
  • Standard Shipping: For orders under £40, standard shipping costs £3.95. Delivery typically takes 2-5 working days after dispatch via Royal Mail or Evri.
  • Express Shipping: Express delivery is available for £5.95, with delivery typically within 1-2 working days after dispatch via Royal Mail or Evri.
  • Couriers: We use Royal Mail and Evri for UK deliveries. You will receive a tracking number (where available) via email or your Shopify account.

3. International Shipping

  • Availability: We offer worldwide shipping to select countries, subject to availability and local regulations. Available destinations and costs are displayed at checkout.
  • Costs: International shipping costs vary based on destination, weight, and order value. These are calculated at checkout via Shopify.
  • Delivery Time: International deliveries typically take 5-15 working days after dispatch, depending on the destination and customs processes.
  • Customs and Duties: International orders may be subject to customs duties, taxes, or import fees, which are the responsibility of the customer. We recommend checking with your local customs authority before ordering.
  • Couriers: International shipments are handled by Royal Mail, Evri, or trusted international couriers, with tracking provided where available.

4. Delivery Information

  • Accurate Details: You must provide accurate delivery information at checkout. We are not responsible for delays or failed deliveries due to incorrect addresses.
  • Risk and Ownership: Risk of loss or damage passes to you upon delivery. Ownership transfers once full payment is received via Shopify Payments or your chosen payment gateway.
  • Failed Delivery: If a delivery attempt fails (e.g., no one is available to receive the package), the courier will leave instructions for redelivery or collection. Contact us if you need assistance.

5. Damaged, Lost, or Incorrect Orders

  • Damaged or Incorrect Items: If your order arrives damaged or incorrect, please contact us within 7 days of delivery at roastery@levelgroundco.com with your Shopify order number and photos of the issue. See our Return and Refund Policy for details on replacements or refunds.
  • Lost Shipments: If your order does not arrive within the estimated delivery time, contact us, and we will work with the courier to locate it or provide a replacement or refund, as per our Return and Refund Policy.

6. Subscriptions

For subscription-based coffee deliveries:

  • Shipping Schedule: Subscription orders are shipped according to your selected frequency (e.g., weekly, monthly) and follow the same shipping terms as one-time orders.
  • Free Shipping: Free UK shipping applies to subscription orders over £30 per shipment.
  • Cancellations: You can manage or cancel your subscription via your Shopify account or by contacting roastery@levelgroundco.com, as outlined in our Return and Refund Policy.

7. Contact Us

For questions about shipping or to report an issue with your order, please reach out to:

  • Email: roastery@levelgroundco.com
  • Phone: 07398 501125 (Monday–Friday, 9:00 AM–5:00 PM BST)
  • Postal Address: LevelGroundCo, 24 & 25 The Wynd, Letchworth Garden City, Hertfordshire SG6 3EN, United Kingdom

8. Changes to This Policy

We may update this Shipping Policy from time to time. Changes will be posted on this page and in our Shopify store footer with an updated “Last Updated” date. We encourage you to review this policy periodically.