FAQ
No worries! Here you’ll find all the details you need to know — from how to order, to delivery details, to what makes our beans so special.
The practical stuff
Where do you ship?
We currently ship to most countries across Europe. You’ll find the full list of destinations and shipping costs at the end of this section.
If you place your order on a working day, we’ll ship your coffee from our warehouse the same day.
- For deliveries within the Netherlands, your parcel will usually arrive the next day.
- For deliveries outside the Netherlands, please allow 2–4 working days.
We no longer shipping to UK and Germany (due to the German coffee tax). Our apologies.
What payment methods do you accept?
You can pay for your order using iDEAL, PayPal, Apple Pay, Visa, Mastercard, or American Express — both debit and credit cards are accepted.
We offer multiple payment methods so you can easily stock up on your favourite coffee, hassle-free!
How can I return an order?
Returns & Customer Support
If you experience any issues with your order, please don’t hesitate to contact us at hello@jonesbrotherscoffee.com or call our landline at +31 20 723 88 88. We’re here to help and want you to be fully satisfied with every cup of coffee you receive.
If your product arrives damaged or there’s a fault with it, just provide reasonable evidence and we’ll gladly offer you a like-for-like replacement or a full refund.
You also have the right to return your order within 14 days of receiving it — no explanation needed. Once we receive the returned items, we’ll process your refund within 14 days.
If we ask you to return any products, we’ll arrange for them to be picked up from your home or workplace — whichever is more convenient for you — at no extra cost.
How do I communicate an issue or complaint?
If you have any concerns about our service, products, or a member of our team, please don’t hesitate to reach out. You can send a confidential email to complaints@jonesbrotherscoffee.com, and we’ll address it as a priority.
Privacy and Terms
Privacy policy
You can download our privacy policy here as a PDF file.
General terms and conditions
You can download our general terms and conditions here as a PDF file.
Terms of use
What if I don’t like your coffee?
Well, after we have stopped crying, we will gladly either exchange what you bought for another variety, just tell us why you didn’t like it, or we’ll send you a refund, no questions asked.
What does Rainforest Alliance stand for and why do you like it?
A Rainforest Alliance certification is good because it promotes better farm management, not only for agriculture, but also for farmers - that in turn gives moreefficient production and better sustainability. It also audits the Roastery to ensure good production management and tracability of the product all the way from crop to cup. We like it because we think it is fair and it focusses on improving quality, not just about manipulating the market price like other better known certifications. Read more about Rainforest Alliance [here]
What is Arabica coffee? Is it from Arabia?
Er... no it’s not from Arabia, although a lot of people do think that! It describes a particular variety of coffee bean which is generally grown higher above sea level, mostly above 1800ft, where the altitude, the climate and the ground conditions work in harmony to create a better quality, smoother tasting bean. That’s why we like it. It is more expensive than its lowland cousin, the Robusta bean, which sits in the shade a bit more, all bitter and sad... and not tasting that great.
So check all your coffee in the future and ask only for 100% Arabica coffee!
What are the differences between a filter and espresso coffee?
It’s a good question, but we think we are going to let our Founder, Richard Jones answer this one:
"Imagine an espresso shot as a filter coffee under a microscope - everything is hugely magnified… the body is thicker and heavier, and all the flavours, all the acids and sugars are now much much more intense. The job of our Roastmaster is to find the most sympathetic roast profile to the bean and to the espresso too. Alternatively, with a filter brewed coffee – it works from mere gravity rather than high pressured water – so the coffee has a lighter, less syrupy feel to it and the flavours are much less magnified – so I have to find a roast profile that can really showcase all the coffee's flavour in a filter brew..."
What does Roast Strength mean?
It generally refers to how the beans have been roasted, to what temperature and over what time. The longer the time and the higher the temperature, the darker the bean and the stronger, more acidic the taste you get at the end. We all like our coffees different ways, so the roast strength is a good indicator of where to start when thinking about what to buy.
What do I need to do to become a Roastmaster?
All Roastmasters will tell you the same thing: a lifetime of coffee passion and obsession that verges on being weird! You asked!
How can I contact you?
There may be lots of reasons for you to get in touch with us and there are a few ways to do it as well. So whatever suits you best…
E-mail us
At hello@jonesbrotherscoffee.com.
Telephone
Want to speak to a real human? Try our office line – it may go through to an answerphone if we are out delivering coffee but we promise to call you back: +31 20 723 88 88
Even snail mail still works:
Jones Brothers Coffee Company, Sint Willibrordusstraat 54 Hs, 1073 VC Amsterdam
