Frequently asked questions

Shopping

• What is Sensaterra and what are our values ?
• How does Sensaterra online shop work ?
• Do you have a physical shop ?
• How do I create an online account ?
• How do I place an order ?
• I can't login into my account. What should I do?

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Paiement

• What payment modes do you accept ?
• In which currency can I pay ?
• How do I do a payment on the website ?
• Can I pay for products in instalments without additional charges ?
• How do I redeem my promo code?
• What should I do If my card is declined ?

Delivery

• Where do you ship ?
• How long does it take to ship my order ?
• Can I request a specific date of delivery ?
• Do you offer faster shipping options ?
• How can I follow the transit of my order ?
• My order has not arrived yet, what should I do ?

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Support

• Ho do I contact the customer care team ?
• How secure is my information I provide online ?

Subscription

• What is a subscription ?
• What types of subscriptions do you offer on Sensaterra ?
• Do you offer subscription discounts ?
• Will I be able to easily manage my settings on my subscription ?
• Can I pause or stop my subscription ?
• How long can I keep my coffee If I get delivered every 3 months ?

Coffee machines

• How do I select the right grinder for me ?
• How can I select the right coffee machine ?
• I have an issue with the machine ordered, what should I do ?
• Do your machines have a warranty ?
• How do I descale my machine ? And with what frequency ?

Coffee

• Why does Sensaterra not select only product with organic and Fairtrade labels ?
• How does Sensaterra select the artisans ?
• How can I select the right coffee ?

Returns and product issues

• Can I exchange an Item ?
• Can I return items ?
• The product I ordered has a damaged or defective part. What should I do ?
• When will I get the refund ?