Frequently asked questions
Have any questions about your order, coffee machines, or anything else FreshGround? Then you’ve come to the right place.
Can’t find your answers in the below? Contact the team today.
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How do I get in touch with the different teams and departments at FreshGround?
It’s easy to contact FreshGround by phone, email, or on LinkedIn. Call us on 020 7553 7900 and the team will be happy to chat, or route you to the right department. Otherwise, you can email us on the below:
- General queries – Advice on a coffee blend? Change an order? – email@example.com
- New machine queries – Looking for a coffee machine or water dispenser? – firstname.lastname@example.org
- Consumable order – Need more coffee? – email@example.com
- Service issues – Things go wrong sometimes – firstname.lastname@example.org
- Account queries – Need help to pay your bill? – email@example.com
What machines can you repair? Is there a full list of makes and models you support?
Our technicians can repair anything from our coffee machine and water dispenser ranges. This covers models from Jura, Egro, LaCimbali, Evoka, Billi, Zip and Borg & Overström. Check our website to see the current supported models in our ranges, or email firstname.lastname@example.org for more information.
How can I place an order online?
How much is delivery and what options do I have?
Delivery is £10.95 for our next working day UK delivery service. We’ll get your coffee and consumables out to you for the next working day, as long as your order is received before 3pm. Orders to highlands and islands may face the usual delays as imposed by our couriers.
How often will I be invoiced?
For machine rentals, we use a quarterly billing cycle which is due to be paid one month in advance. For coffee and consumables orders, we will send the invoice once your order has shipped from our warehouse. If you have any questions regarding your bill or payments, our accounts team can be reached on email@example.com.
Where can I see the coffee machines that FreshGround offers?
All of our coffee machines can be viewed on our website. Visit our Coffee Machines page to see everything, including our bean-to-cup, filter coffee, hot chocolate enabled and even dairy-free machine options.
Can you repair my coffee machine?
If it’s a model that we supply, then our techs are trained to fix it! Take a look at our Coffee Machines page to see if we can support your model.
What water dispensers are available from FreshGround?
Check out our full collection of water dispensers on our website. You can choose from a mix of integrated drinking water taps, standalone water cooler dispensers, boiling water taps and even sparkling water dispensers.
What are you doing to be more sustainable?
Sustainability is of huge importance to us and our customers, and is an area we’re constantly looking to improve upon. All of our premium coffee blends use beans from Rainforest Alliance certified farms, and we work with suppliers who use similar fair trade and responsibility schemes. Not only that, but all of our machines are energy efficient and come equipped with energy saving functions. And finally, our offices, vehicle fleet, and even our warehouse are all moving towards greener practices. For more details, take a look at our sustainability page.
What does FreshGround offer?
In as simple terms as possible, FreshGround offers an all-in-one coffee and water service for your workplace. We operate around three pillars, beans, machines and service. We can supply the coffee, rent (or sell) you a coffee machine and water dispenser, and keep them in good working order with our dedicated technical team. We cater to workplaces of all sizes, and have a very happy customer base who can back us up on that claim (check out our reviews.io page).
Help! My FreshGround machine has broken down. What should I do?
Get in contact with us and we’ll get you up and running as soon as possible. The most direct route is to call us on 020 7553 7900, or you can email on firstname.lastname@example.org. If we can advise a solution over phone or email we will, otherwise we’ll arrange for a technician to visit.
I’m not an existing FreshGround customer – can you still support my machines?
As long as it’s a machine that we also supply, then use our team can take a look at your equipment. Get in touch on 020 7553 7900 or email@example.com to arrange a site visit or support.
Are there other ways to make an order?
You can call us 020 7553 7900 to place an order over the phone, or email your request over to firstname.lastname@example.org. Doing it this way, you can also request automatic repeat orders to ensure you never run out of coffee!
Can you tell me when my FreshGround order will be delivered?
Order by 3pm and your goods will be with you for the next working day. If you order is received after 3pm, it will be processed on the next working day, for delivery the day after that. And if you place an order before 3pm on a Friday, it will be shipped for delivery on Monday.
I don’t know what will work for my workplace. Can I trial a coffee machine?
You are very welcome to drop in to one of our Coffee Experience Centres (London or Manchester) and trial our coffee machines. However, if that is not convenient, or if you’d like to trial the machine in your own workplace, we can bring the FreshGround experience to you! Check out our Coffee Machine Trials page to learn more about what we can offer, and how to arrange a trial.
We have a tap and the team buys bottled water. Why should I get a water dispenser?
At its most basic, a water dispenser supplies your team with filtered chilled water to keep them hydrated throughout the day. Look beyond a simple cooler though and you start uncovering conveniences like instant boiling water for tea, or sparkling water from the tap to offer something a little bit different. Not to mention that it removes the need to buy bottled water, which cuts down on single use plastics.
How do I clean my machine?
We’ve created a selection of detailed cleaning guides and videos for all of our machines. Visit our Customer Support page and click on the machine you need advising on to find cleaning and support materials.
Do you have a showroom I can visit?
Yes, we have two in fact! Our Coffee Experience Centres can be found in both London and Manchester, and are open for visitors to demo machines, taste coffee, and have a chat. Visit us in London at 141 Moorgate (right above the station), or in Manchester on St Peter’s Square. Get in touch on 020 7553 7900 or email@example.com to book your visit today. We love to see you over a coffee and a croissant.
Do you offer service plans?
We offer two levels of service plan. All rental machines from FreshGround are covered by our Essentials plan, which will cover you in the event your machine experiences a fault. You can however opt for the Total Care plan, which will include annual services for your machine and replacement of minor wear and tear parts. For more details, please visit our service and support page.
Is there a coffee and consumables price list?
We keep our website up to date with the most recent pricing, but if you’d rather see a hard format price list, we have Spilling the Beans. This is our printed price list (with a bit of editorial too!) that you can request by post, or read online. Here’s the download link for Spilling the Beans.
Do you ship outside of the UK?
We do not currently ship orders outside of the UK.
What is your returns policy?
You must contact us before returning any goods. Our dedicated care team is focussed on ensuring you are happy with your order, and will be keen to find a solution that works for you. On occasions where goods have been correctly supplied and are then subsequently returned, there will be a 10% handling charge. We can only issue a credit note if the goods are returned undamaged and in a condition that is suitable for resale.
What coffee machine is right for my workplace?
That depends on a huge number of factors, such as staff, number of locations, dietary requirements and more. Our team is happy to advise on 020 7553 7900 or firstname.lastname@example.org. Or why not try our Coffee Machine Quiz and see what model it recommends?