Frequently Asked Questions (FAQ)

Get all the answers to your orders. Tap icon to navigate to the help section.

Purchase or Ordering

We aim to process your order within 1-2 days.

In situations where we experience a surge in orders, there might be minor delays. We are dedicated to ensuring your order is processed as swiftly as possible.

You will get an e-mail confirming your order.

Your order will be processed in 1-2 business days. Additionally, standard shipping takes 3-5 business days, express shipping takes 1-2 days.

For store pickup orders, we'll reach out to you if we haven't received any notification and it's been more than 7 days since your order was placed (at our discretion). Your satisfaction is our priority, and we want to ensure you have the best experience with us. If, however, we don't receive a response from you within this time, we'll assume you no longer need the order and will proceed to cancel and refund it promptly.

If you need further assistance, please contact and we will aim to resolve any issues for you. Please remember to include your details and order number while writing to us.

If the item is out of stock, you will see this on our shop website. You will not be able to order an out-of-stock item.

Unfortunately, once an order has been placed and completed, you will not be able to amend it anymore.
Please note that this applies to any placed orders.

Shipping and delivery

We offer the following delivery or pick up options

1. UK Standard delivery, 3-5 Business Days (£3.30).

2. UK Express Shipping, 1-2 Business Days (£3.99).

3. Store pickup at all Guillam locations.

At the order checkout page, you will be able to choose one of these delivery options.

Please note that we currently don't offer international shipping outside of the UK. However, we are actively working towards introducing additional shipping choices in the near future.

We are sorry to hear that your order has not arrived yet. Please note that shipping times vary for the shipping options that you’ve chosen for your order.

Any orders placed after 5pm daily will be processed on the following day. Therefore, please expect your delivery to be scheduled for the day after the processing. Order processing typically takes 1-2 days.

If your order has still not arrived after 7 days, please reach out to us at, and we will do our best to resolve your delivery issue.

Return and Refunds

If your order arrives damaged, you may be eligible for a return or an exchange within 7 days of the delivery.


We will accept returns or exchanges of any equipment, or merchandise, such as cups, bags, and other non-food items. To be eligible for a return or refund, your item must be unused, in the original packaging that and in the same condition that you received it in.

Damaged or faulty goods will be replaced or refunded, provided that they are returned within 7 days of delivery.


Unfortunately we are not able to accept returns for food or drink items, such as coffee beans and teas. We will only replace or refund them if the parcel arrived damaged. 

*Returns are at your own cost and you must provide evidence of having returned the item.
*All returns are subject to assessment by our team as applicable.
*Only regular priced items may be refunded. Sale items cannot be refunded.

Only non-food items such as merchandise and equipment are eligible for return and exchange. If your product meets our return and exchange criteria, please follow the return instructions below:

1- Please print your order confirmation email.
2- Place your order confirmation email in the parcel.
3- Safely pack your items.
4- Post your parcel to the following address using your preferred shipping provider and get a postage confirmation.

Guillam Coffee House, Bayswater
31 St Petersburgh Pl, London W2 4LA, UK.

Returns are at your own cost and you must provide proof of postage. Once we receive your return, we will process it within 3-5 working days. Please allow 14 days for your refund to appear on your bank statement.

Please note that if we receive items which have been used or not in their original condition, we will reject your refund and the items will be returned to you.

If you haven’t received a refund for more than 14 days, please contact your bank, it may take some time before your refund is officially posted.

For further enquries, please contact us at and we will aim to resolve your issue as best as we can.