FREE 125G BAG OF COFFEE WITH EVERY FIRST COFFEE ORDER! Find out more

FAQ

Redber's FAQ, customer help and information  Need help? Look no further!

We've answered some of the most frequently asked questions below, however if you don't find what you're looking for, please Contact Us and we'll be happy to help!

To help narrow your search, please choose from one of the categories below:

 

Coffee

How do I Choose a Coffee?
We have such a large collection of Coffee that it can often be daunting, however take into account your personal favourite flavours – do you like sweet things? Or earthy flavours? You can refine our Coffees by flavour, or take a look at our regional Coffees to narrow your search. If in doubt, we always suggest our Coffee multi packs; they give you the chance to try four Coffees at a great price.


How fresh is your Coffee?

We roast every day and keep very little roasted stock for walk-in customers. You will always receive fresh Coffee that is roasted within 1 to 4 days (depending on delivery time). We have three roasters capable of small roasts for customer specific orders and we have a new, larger roaster to fulfil wholesale and bulk orders. About 80% of our orders are roasted on the day.


How should I store my Coffee?

Store in an airtight container, in a cool dark place. We do not recommend keeping your Coffee in the fridge or the freezer. Shop our range of Storage Jars here.


How long will my Coffee stay fresh?

If stored correctly your Coffee should stay fresh and keep the majority of it’s flavours and aromas for a month. Coffee is safe to drink for many months after roasting, however your Coffee’s flavour will rapidly decrease after the four week mark. We advise buying smaller amounts of Coffee often, so you always have the freshest Coffee!


I'm looking for a strong coffee, what would you suggest?

What kind of ‘strong’ are you looking for? If you’re looking for intense, dark flavour you may like our darker roasts. If you’re looking for Coffee with the most caffeine try a lighter roast. To give yourself a good starting point, we would suggest one of our Coffee multi packs; they give you the chance to discover a range of Coffees for a great price.

Order & Deliveries

How do I get the first time order freebie?

We automatically send you a free 125g bag of Coffee with your first coffee order. The freebie will be a similar Coffee to the one you order and in the same form e.g. beans / ground / green. You can also leave a note with your order if you wish to receive a specific Coffee. If available, we will send you the one you prefer.

Can I come and visit you?

Of course, we’d love to meet you! We are in Merrow Depot in Guildford, just off the A3. The depot is part of Surrey County Council, not the Merrow Business Park. You can get further details here, or call for directions on 01483 808580.

Can I pick up my order rather than have it delivered?

Yes, just enter “PICKUP” in the discount code section of the checkout and we can keep your order at our roastery ready for you to pick up.

I just placed an order and used ‘’PICKUP’’. How long should I wait before coming to pick it up?

We roast in order of ‘first come first served’. To be on the safe side pleas give us 1 working day to get your order ready for you. Also, please leave a note with the order at checkout as to when you would like to pick your order up.

How long does it take to fulfil an order?

We typically ask for a full working day to fulfil orders. However, we can often fulfil orders on the same day. We roast and pack to order, so occasionally it can take more than one day during our busy periods. We have a variety of shipping options so you can choose the best one for you! More about our Delivery, Returns and Refunds here.

Returns

Damaged or Incorrect Orders
If your order is incorrect or damaged Redber Coffee will offer a replacement or a refund. If this happens please contact us so we can resolve the issue as soon as we can. Please ensure you inspect any goods prior to signing for delivery. Any visible damage whatsoever should be noted and the delivery signed for as damaged. If inspection is not possible please ensure you sign for goods ‘unexamined’ allowing us to lodge claims with our delivery partners. We advise sending a photo of damaged goods. This will enable us to deal with your issue quickly. Damaged or defective goods should be reported to us with 24 hours of receiving the delivery.


Right To Cancel
You have the right to cancel your order within 14 days from receipt of the goods. You will incur the carriage charge for return of the goods. Please note that refunds are subject to the provided goods being in perfect condition, unused and complete in their unopened original packaging. Please allow 14 working days for this process. Delivery charges cannot be refunded. To return any items, please e-mail us at info@redber.co.uk or call us on 01483 80 85 80. Please use your order number as a reference, this can be found in both your email order confirmation and the invoice we pack with your goods. The items should then be returned by an agreed delivery method.


Refunds
We will endeavour to deal with any refunds in a prompt manner. We will issue refunds to the debit/credit card used to place the order.

 

Melitta

If a fault develops in the first 30 days, please get in touch with us on 01483 808580, or info@redber.co.uk and we will arrange a replacement.

After 30 days, and up until 2 years after purchase, Melitta will arrange collection, repair and return of the machine, normally within a week.

Simply contact them on 0800 0288002. They will have some suggestions to resolve the issue at home, as they have substantial technical knowledge. If these do not resolve the issue, then just get back in touch with them, and they will arrange collection.

Redber is very happy to support throughout this period, and retain responsibility for ensuring that you have a working machine – we will immediately supply any documentation or information and act as a point of contact with Melitta as needed. Melitta, however, have control over the repair and logistics network, and are ideally suited to make sure all issues are resolved as quickly as possible

The warranty for bean to cup machines and grinders is 2 years from purchase.

The warranty for filter machines and grinders is 5 years from purchase.

 

Jura

If a fault develops please contact us on 01483 808580, or info@redber.co.uk

We will report issues directly to Jura. To speed up this process, please have a full description of the fault ready, as well a nominated point of contact, as Jura will have an engineer contact you directly.

It is critical for the Jura warranty that cleaning has been properly conducted throughout the lifetime of the machine, so please ensure all maintenance has been carried out as required.

 

Bravilor

If a fault develops in the first 14 days, please get in touch with us on 01483 808580, or info@redber.co.uk and we will arrange a replacement.

After 14 days Bravilor provide a 1 year parts and labour warranty, and a 2 years parts only warranty.

Bravilor technical support can be contacted on 01628 776060

Coffee Subscriptions

What is a Coffee Subscription?

A Coffee Subscription is a way to automate the delivery of Coffee straight to your door – saving you both money and time. You can set up a variety of Subscriptions with us.


What Subscription is best for me?

We have a great variety of Subscriptions, each with their own unique offerings. If you like to drink a particular coffee only our Origin or Blend Subscription will be best – you can set up a subscription for any of our Coffees and choose the size and frequency that you need. If you like variety our Surprise Me Subscription is fantastic – simply choose the size and frequency and we’ll send you a different Coffee each time! Pre Paid Subscriptions enable you to pay for your Subscription up front, but offer less flexibility. Know a Coffee lover? Our Gift Subscription will be perfect!


How do I log in to my account?

Head over to the ‘Manage Your Subscription’ page, enter the email address and password you used when setting up your account.


I can’t log in to my account?

Did you purchase your Subscription on a guest account? This is fine, just email us at info@redber.co.uk and we will provide a link to set up a password.


I have forgotten my password.

Click the ‘Forgot your Password?’ link on the ‘Manage Your Subscription’ page, enter the email address associated with your account and we will send you a link to reset your password.


I have forgotten the email address I used when signing up.

If you have forgotten the email address that you used on your account, please email us at info@redber.co.uk with as much information as you can – name, delivery address, contact telephone etc.


Can I edit my Subscription?

Your Surprise Me or, Origin or Blend Subscription can easily be edited - to amend this subscription, you must first log in to your account. On the ‘My Account’ page, select ‘Manage Subscription’ on the right hand side. Pre Paid and Gift Subscriptions are not as flexible, as these are preset all at once, however you can edit your delivery address by logging in to your account and selecting ‘Manage Subscription’.


Can I pause my subscription?

Your Surprise Me or, Origin or Blend Subscription can be paused - log in to your account, select ‘Delivery Schedule’ on the ‘My Account’ page, here you can elect to skip specific shipping dates. Pre Paid and Gift Subscriptions cannot be paused.


I want to cancel my subscription, how do I do this?

Your Surprise Me or, Origin or Blend Subscription can easily be cancelled at any time - to amend this subscription, you must first log in to your account. On the ‘My Account’ page, select ‘Manage Subscription’ on the right hand side. Pre Paid and Gift Subscriptions are not as flexible, as these are preset and paid for in advance.

Bean to Cup Coffee Machines

What to do when System Error 14 appears on your Melitta coffee machine?

System Error 14 is mostly either a stuck bean in the hopper or in the bean hopper.

To fix this error, the first easiest step is to empty out the beans. You can use vacuum cleaner to suck out all the coffee beans out of the chute. Then give the chute a good wipe with a microfiber cloth to clean the oil residues from the coffee beans. This process should hopefully fix the issue.

If the error persists, you need to lift the cylinder that sits between the two hoppers and give it a good clean. Removing the cylinder s does not affect the warranty. If you need help with this step, you can give us a ring and we can guide you through it.

To prevent beans being stuck in the chute, make sure particularly oily beans do not sit in the hopper for more than couple of days.

If you have done all the above and the system error persists, please call the technical service line at Melitta on 0800 028 8002.


Is the Milk Temperature high enough?

In terms of the temperature, what we would say is that if you generally ordered extra hot milky drinks, then the Melitta Barista range machines probably would not quite get there. It produces perfectly hot coffees, at a temperature which is not quite immediately drinkable, but drinkable soon after. If you liked to sit with a coffee for 5 minutes before starting then it is not quite that machine. This is due to a combination of taste concerns and durability issues – it froths milk at the ideal temperature for taste. This is only true of milk- the hot coffee is the standard 93 degrees for brewing.

Accordingly, some customers, though not most, will find the drink a bit too cool for their liking. From our perspective it’s an ideal temperature, but it does come down to where your individual preference lies.

 

Are Melitta Barista machines good coffee machines?

We have several coffee makers here at our roastery and at home and we can say that the Melitta machines really stand out. The drinks are quality and very consistent. It’s easy to use and the even easier to clean, which we find very important. Compared to other bean to cups, Melitta Barista is the easiest to clean after making milky drinks. It cleverly steams the milk pipe after making milky drink, so you don’t need to use chemicals to remove the milk residues as it happens with other machines.

The machine is also very customisable, you can adjust the size, strength, temperature, and ratio of milk to coffee. With the Barista TS you can also set which hopper to draw the beans from for which drink (e.g. left hopper has dark roasted beans in – the machine will use these beans for your espresso).


What are the differences between the Melitta coffee machines?

It primarily comes down to the cleverness of the software/degree of customisability, and the number of bean hoppers.

The Barista Range all have two beans hoppers. With the TS bean selection is automatic. With the T there is a manual level on top of the machine. This directly selects which bean is getting drawn, and you would be deciding each time what beans to use. They also have the most customisability and control

The Varianza has only one bean hopper, but it does have an extra chute down which you can pour beans, for instance if you wanted decaf. It has slightly less customisability than the Baristas, but still a great deal of control and memorisation of drinks. Where it really stands out is in its size- it is a very compact neat machine, perfect if you have less space

The Passione OT is identical to the Varianza, except that it does not have the extra bean chute

The Solo and Solo and Perfect Milk produce fantastic drinks- the brewing and frothing process is essentially the same as with the higher end machines. They are less sophisticated, with no pre-programmed drinks, however you still have full control over strength, temperature and amount of milk.



What is the warranty on the Melitta bean to cup coffee machines?

The warranty on all the bean to cup machines is 2 years, or 15000 cups, whichever is sooner.

 

How to use the Milk System Clean?

Begin the cleaning cycle, then wait for it to prompt adding the cleaning liquid to the milk tank. We recommend using 50ml of Milk Cleaning liquid (Red topped Bottle, dissolved in 500ml of water. Then proceed with the cycle.


How to Descale the coffee machine?

Begin the cleaning cycle, then wait for it to prompt adding the cleaning liquid to the water tank. We recommend using 50ml of Descaler (Blue topped bottle, dissolved in 500ml (No More) of water. Then proceed with the cycle. It may take a while, so don’t worry if it appears to stop.


How to run the Coffee Clean function?

Begin the cleaning cycle, then wait for it to prompt inserting the cleaning tablet. Open the ground coffee chute (in front of the bean hopper) then add one Espresso Cleaning Tablet. Then proceed with the cycle.

Melitta

What is the Melitta technical Helpline?

The Melitta technical helpline is 0800 0288002 You can call this number if you need technical support for you machine, or if your machine breaks.

 

What is the Support Policy for a Melitta Coffee Machine?

If a fault develops in the first 30 days, please get in touch with us on 01483 808580, or info@redber.co.uk and we will arrange a replacement.
After 30 days, and up until 2 years after purchase, Melitta will arrange collection, repair and return of the machine, normally within a week.
Simply contact them on 0800 0288002. They will have some suggestions to resolve the issue at home, as they have substantial technical knowledge. If these do not resolve the issue, then just get back in touch with them, and they will arrange collection.
Redber is very happy to support throughout this period, and retain responsibility for ensuring that you have a working machine – we will immediately supply any documentation or information and act as a point of contact with Melitta as needed. Melitta, however, have control over the repair and logistics network, and are ideally suited to make sure all issues are resolved as quickly as possible
The warranty for bean to cup machines and grinders is 2 years from purchase.
The warranty for filter machines and grinders is 5 years from purchase.

 

What to do when System Error 14 appears on your Melitta coffee machine?

System Error 14 is mostly either a stuck bean in the hopper or in the bean hopper.

To fix this error, the first easiest step is to empty out the beans. You can use vacuum cleaner to suck out all the coffee beans out of the chute. Then give the chute a good wipe with a microfiber cloth to clean the oil residues from the coffee beans. This process should hopefully fix the issue.

If the error persists, you need to lift the cylinder that sits between the two hoppers and give it a good clean. Removing the cylinder s does not affect the warranty. If you need help with this step, you can give us a ring and we can guide you through it.

To prevent beans being stuck in the chute, make sure particularly oily beans do not sit in the hopper for more than couple of days.

If you have done all the above and the system error persists, please call the technical service line at Melitta on 0800 028 8002.


Is the Milk Temperature high enough?

In terms of the temperature, what we would say is that if you generally ordered extra hot milky drinks, then the Melitta Barista range machines probably would not quite get there. It produces perfectly hot coffees, at a temperature which is not quite immediately drinkable, but drinkable soon after. If you liked to sit with a coffee for 5 minutes before starting then it is not quite that machine. This is due to a combination of taste concerns and durability issues – it froths milk at the ideal temperature for taste. This is only true of milk- the hot coffee is the standard 93 degrees for brewing.

Accordingly, some customers, though not most, will find the drink a bit too cool for their liking. From our perspective it’s an ideal temperature, but it does come down to where your individual preference lies.

 

Are Melitta Barista machines good coffee machines?

We have several coffee makers here at our roastery and at home and we can say that the Melitta machines really stand out. The drinks are quality and very consistent. It’s easy to use and the even easier to clean, which we find very important. Compared to other bean to cups, Melitta Barista is the easiest to clean after making milky drinks. It cleverly steams the milk pipe after making milky drink, so you don’t need to use chemicals to remove the milk residues as it happens with other machines.

The machine is also very customisable, you can adjust the size, strength, temperature, and ratio of milk to coffee. With the Barista TS you can also set which hopper to draw the beans from for which drink (e.g. left hopper has dark roasted beans in – the machine will use these beans for your espresso).


What are the differences between the Melitta coffee machines?

It primarily comes down to the cleverness of the software/degree of customisability, and the number of bean hoppers.

The Barista Range all have two beans hoppers. With the TS bean selection is automatic. With the T there is a manual level on top of the machine. This directly selects which bean is getting drawn, and you would be deciding each time what beans to use. They also have the most customisability and control

The Varianza has only one bean hopper, but it does have an extra chute down which you can pour beans, for instance if you wanted decaf. It has slightly less customisability than the Baristas, but still a great deal of control and memorisation of drinks. Where it really stands out is in its size- it is a very compact neat machine, perfect if you have less space

The Passione OT is identical to the Varianza, except that it does not have the extra bean chute

The Solo and Solo and Perfect Milk produce fantastic drinks- the brewing and frothing process is essentially the same as with the higher end machines. They are less sophisticated, with no pre-programmed drinks, however you still have full control over strength, temperature and amount of milk.



What is the warranty on the Melitta bean to cup coffee machines?

The warranty on all the bean to cup machines is 2 years, or 15000 cups, whichever is sooner.

 

How to use the Milk System Clean?

Begin the cleaning cycle, then wait for it to prompt adding the cleaning liquid to the milk tank. We recommend using 50ml of Milk Cleaning liquid (Red topped Bottle, dissolved in 500ml of water. Then proceed with the cycle.


How to Descale the coffee machine?

Begin the cleaning cycle, then wait for it to prompt adding the cleaning liquid to the water tank. We recommend using 50ml of Descaler (Blue topped bottle, dissolved in 500ml (No More) of water. Then proceed with the cycle. It may take a while, so don’t worry if it appears to stop.


How to run the Coffee Clean function?

Begin the cleaning cycle, then wait for it to prompt inserting the cleaning tablet. Open the ground coffee chute (in front of the bean hopper) then add one Espresso Cleaning Tablet. Then proceed with the cycle.

Jura

What is the Returns Policy for a Jura Coffee Machine?

If a fault develops please contact us on 01483 808580, or info@redber.co.uk
We will report issues directly to Jura. To speed up this process, please have a full description of the fault ready, as well a nominated point of contact, as Jura will have an engineer contact you directly.
It is critical for the Jura warranty that cleaning has been properly conducted throughout the lifetime of the machine, so please ensure all maintenance has been carried out as required.

 

Bravilor

What is the Returns Policy for a Bravilor Coffee Machine?

If a fault develops in the first 14 days, please get in touch with us on 01483 808580, or info@redber.co.uk and we will arrange a replacement.

After 14 days Bravilor provide a 1 year parts and labour warranty, and a 2 years parts only warranty.

Bravilor technical support can be contacted on 01628 776060

 

Brewing Questions

What is the Returns Policy for a Bravilor Coffee Machine?

If a fault develops in the first 14 days, please get in touch with us on 01483 808580, or info@redber.co.uk and we will arrange a replacement.

After 14 days Bravilor provide a 1 year parts and labour warranty, and a 2 years parts only warranty.

Bravilor technical support can be contacted on 01628 776060