TERMS AND CONDITIONS

*Valid only for individual customers*

 

PAYMENT OPTIONS

 

  • Credit card, Apple Pay, or Google Pay: Your payment is confirmed instantly, and we'll start preparing your order right away.
  • Bank transfer: We process the order as soon as the funds are credited to our account (this usually takes between 24 and 48 hours).

 

SHIPPING

 

Shipping costs: Free on orders over €40. For orders under that amount, the cost is €4.

When will your order ship?

  • If you place your order before 10:00 a.m., it will ship the same day.
  • If you place your order after 10:00 a.m., it will ship the next business day.

Delivery: You can usually expect to receive your order within 24–48 business hours after it ships from Puchero. These timeframes are approximate, but we always we try to get it to you as soon as possible.

 

PICKUP AT THE Roastery

 

If you'd rather skip the shipping and come see us (Monday through Friday from 9:00 a.m. to 2:00 p.m. in the winter and from 9:00 a.m. to 1:00 p.m. in the summer):

  • Orders placed before 10:00 a.m.: Ready the next business day.
  • Orders placed after 10:00 a.m.: Ready in two business days.

 

COMMITMENT TO FRESHNESS

 

The coffee we send you is usually 5 to 10 days old from the date it was roasted, and it will never be more than 22 days old on the day it ships to your home.
*Learn more about roasting, Grind , and storage.

 

CHOCOLATE SHIPMENTS IN THE SUMMER

 

To keep our chocolate from melting in high temperatures:

  • Shipments Monday through Thursday: We make sure the chocolate doesn't sit in non-climate-controlled shipping warehouses over the weekend.
  • Mandatory Thermal Protection (ice pack): During the hot months, we include special thermal packaging (insulating lining + cooling gel). This automatically adds a €3.75 surcharge to your Cart when the order requires shipping.

 

RETURNS

 

Since this is a fresh food item with a limited shelf life, we do not accept exchanges or returns once the order has been delivered, as we cannot guarantee that the product will maintain its quality.

The only exception for a refund is if we made a mistake when preparing the shipment. In that case, to resolve the issue, we’ll need you to send us photos that clearly show the shipping label, the box, and the products you received. If we cannot verify that the item is defective or incorrect, we will not be able to process a return.

If, upon delivery, the box is visibly broken, open, or damaged by the shipping company, please do not accept the package and contact us immediately to let us know.

How do I request a refund? Email us at info@puchero.co with your order number, photos, and details. Remember to return the product in its original box and well-protected; if it arrives broken due to improper packaging, we will not be able to issue a refund.