• What is the return policy?

LA COLOMBE.COM RETURN POLICY

(EFFECTIVE 1/9/25)

ROASTED COFFEE PRODUCTS

We cannot accept returns on roasted coffee, as it is a perishable product. However, we understand that things can go wrong during the ordering process. 

If your order was impacted by a Shipping Error*, or if you have concerns about product quality, our Client Service Team is available to assist you. Please reach out to them at [e-mail] within 30 days of your purchase date. 

For the team to best assist you, it is required that you provide the following information: 

• Order Number 
• If it is a Shipping Error*
  • Photo of the way the shipment was received. 
    • This includes documentation of any damage or proof of incorrect product
• If it is a quality issue - 
  • Photo of the product, and the packaging
  • Best By or Roasted on Date 

Shipping Errors are defined as:

• Damaged product
• Received incorrect product
• Received incorrect QTY 

If your order was delivered to the wrong address due to incorrect address information entered at the time of checkout, La Colombe cannot be held responsible. If you catch this address error within 15 minutes of placing your order, please email ([e-mail]) immediately. In your message, you must include the correct address information so that the team can promptly update your order. If the correct address information is not included in your initial email, the team may be unable to intercept the order to make the update.

If your package is misdelivered to the correct address, please send the tracking information to ([e-mail]) so our team can work with the carrier to validate this delivery. If your order is lost or damaged, and this is noted on the UPS tracking link, please alert our team immediately so that they can take appropriate action. Please include: 

• Order Number
• Tracking Information

If your order has an active UPS tracking number created, and it is in “Shipped” status, we are unable to make any changes to the order. We cannot cancel it, adjust the address, or change the delivery date. 

Any product deemed eligible for a refund based on the foregoing must be returned in its original condition. Refunds are made at our sole and absolute discretion. If you do not contact us within 30 days of your purchase date we will not be able to process your return under any circumstances. Products deemed eligible for a refund must be returned in their original documented condition.

LATTES & COLD BREW PRODUCTS (FRIDGE PACKS, CONCENTRATE BOTTLES)

We do not accept returns or exchanges for any of our latte or cold brew products, as it is a perishable product.

If you feel that you have identified a quality issue with one of our canned products, please get in touch with our Client Service team at [e-mail]. In your email, please provide the following information:

• Product Type (including flavor)
• Best-By Date (on the bottom of the can)
• Lot Number (on the bottom of the can)
• Location of Purchase (including orders on our website)

If a Shipping Error affected your order, please contact them at [e-mail] within 30 days of your purchase date. 

For the team to best assist you, it is required that you provide the following information: 

• Order Number 
• Photo of the received shipment to include documentation of any damage

*Shipping Errors are defined as:

• Damaged product
• Received incorrect product
• Received incorrect QTY 

If your order was delivered to the wrong address due to incorrect address information entered at the time of checkout, La Colombe cannot be held responsible. If you catch this address error within 15 minutes of placing your order, please email ([e-mail]) immediately. In your message, you must include the correct address information so that the team can promptly update your order. If the correct address information is not included in your initial email, the team may be unable to intercept the order to make the update.

If your package is misdelivered to the correct address, please send the tracking information to ([e-mail]) so our team can work with the carrier to validate this delivery. If your order is lost or damaged, and this is noted on the UPS tracking link, please alert our team immediately so that they can take appropriate action. Please include: 

• Order Number
• Tracking Information

If your order has an active UPS tracking number created, and it is in “Shipped” status, we are unable to make any changes to the order. We cannot cancel it, adjust the address, or change the delivery date. 

Any product deemed eligible for a refund based on the foregoing must be returned in its original condition. Refunds are made at our sole and absolute discretion. If you do not contact us within 30 days of your purchase date we will not be able to process your return under any circumstances. Products deemed eligible for a refund must be returned in their original documented condition.

K-CUP & ESPRESSO CAPSULES

We do not accept returns on K-Cups or Espresso Capsules, as coffee is a perishable product. 

However, we understand that things can go wrong during the ordering process. 

If your order was impacted by a Shipping Error*, or if you have concerns about product quality, our Client Service Team is available to assist you. Please reach out to them at [e-mail] within 30 days of your purchase date. 

For the team to best assist you, it is required that you provide the following information: 

• Order Number 
• If it is a Shipping Error*
  • Photo of the way the shipment was received. 
    • This includes documentation of any damage or proof of incorrect product
• If it is a quality issue - 
  • Photo of the product, and the condition of the packaging
  • Best By or Roasted on Date 
    • This is located on the bottom of the box

*Shipping Errors are defined as:

• Damaged product
• Received incorrect product
• Received incorrect QTY 

If your order was delivered to the wrong address due to incorrect address information entered at the time of checkout, La Colombe cannot be held responsible. If you catch this address error within 15 minutes of placing your order, please email ([e-mail]) immediately. In your message, you must include the correct address information so that the team can promptly update your order. If the correct address information is not included in your initial email, the team may be unable to intercept the order to make the update.

If your package is misdelivered to the correct address, please send the tracking information to ([e-mail]) so our team can work with the carrier to validate this delivery. If your order is lost or damaged, and this is noted on the UPS tracking link, please alert our team immediately so that they can take appropriate action. Please include: 

• Order Number
• Tracking Information

If your order has an active UPS tracking number created, and it is in “Shipped” status, we are unable to make any changes to the order. We cannot cancel it, adjust the address, or change the delivery date. 

Any product deemed eligible for a refund based on the foregoing must be returned in its original condition. Refunds are made at our sole and absolute discretion. If you do not contact us within 30 days of your purchase date we will not be able to process your return under any circumstances. Products deemed eligible for a refund must be returned in their original documented condition.

MERCHANDISE

If you are dissatisfied with your order in any way, please reach out to our Client Service team at [e-mail] within 30 days of your purchase. Please note: we cannot accept returns on any merchandise that has been opened or used. The customer is responsible for the cost to return any merchandise items, and prepaid return labels will not be provided. 

• If the merchandise is returned and is deemed unsaleable, you will be contacted by our Client Service Team and a refund will not be issued

If you receive merchandise in a defective or damaged state, please provide the following information to our team:

• Order Number
• Photo of the defective/damaged merchandise to pass along to our product & shipping team and/or shipping partners 

For defective brewing equipment, we ask best that you reach out to the manufacturer of the item first before contacting us for a resolution. We cannot guarantee a resolution, as we are not the manufacturers of the product, and we do not hold the warranty. 

Items purchased online can only be returned through the mail. We are not able to accept returns at any of our cafe locations. 

If your order was impacted by a Shipping Error* our Client Service Team is available to assist you. Please reach out to them at [e-mail] within 30 days of your purchase date. 

For the team to best assist you, it is required that you provide the following information: 

• Order Number 
• If it is a Shipping Error*
  • Photo of the way the shipment was received. 
    • This includes documentation of any damage or proof of incorrect product

*Shipping Errors are defined as:

• Damaged product
• Received incorrect product
• Received incorrect QTY 

If your order was delivered to the wrong address due to incorrect address information entered at the time of checkout, La Colombe cannot be held responsible. If you catch this address error within 15 minutes of placing your order, please email ([e-mail]) immediately. In your message, you must include the correct address information so that the team can promptly update your order. If the correct address information is not included in your initial email, the team may be unable to intercept the order to make the update.

If your package is misdelivered to the correct address, please send the tracking information to ([e-mail]) so our team can work with the carrier to validate this delivery. If your order is lost or damaged, and this is noted on the UPS tracking link, please alert our team immediately so that they can take appropriate action. Please include: 

• Order Number
• Tracking Information

If your order has an active UPS tracking number created, and it is in “Shipped” status, we are unable to make any changes to the order. We cannot cancel it, adjust the address, or change the delivery date. 

Any product deemed eligible for a refund based on the foregoing must be returned in its original condition. Refunds are made at our sole and absolute discretion. If you do not contact us within 30 days of your purchase date we will not be able to process your return under any circumstances. Products deemed eligible for a refund must be returned in their original documented condition.

TEAS

Unfortunately, we cannot accept returns or offer exchanges for Tea as it is a perishable product. 

If your order was impacted by a Shipping Error*, or if you have concerns about product quality, our Client Service Team is available to assist you. Please reach out to them at [e-mail] within 30 days of your purchase date. 

For the team to best assist you, it is required that you provide the following information: 

• Order Number 
• If it is a Shipping Error*
  • Photo of the way the shipment was received. 
    • This includes documentation of any damage or proof of incorrect product
• If it is a quality issue - 
  • Photo of the product, and the condition of the packaging
  • Best By or Roasted on Date 
    • This is located on the bottom of the box

*Shipping Errors are defined as:

• Damaged product
• Received incorrect product
• Received incorrect QTY 

If your order was delivered to the wrong address due to incorrect address information entered at the time of checkout, La Colombe cannot be held responsible. If you catch this address error within 15 minutes of placing your order, please email ([e-mail]) immediately. In your message, you must include the correct address information so that the team can promptly update your order. If the correct address information is not included in your initial email, the team may be unable to intercept the order to make the update.

If your package is misdelivered to the correct address, please send the tracking information to ([e-mail]) so our team can work with the carrier to validate this delivery. If your order is lost or damaged, and this is noted on the UPS tracking link, please alert our team immediately so that they can take appropriate action. Please include: 

• Order Number
• Tracking Information

If your order has an active UPS tracking number created, and it is in “Shipped” status, we are unable to make any changes to the order. We cannot cancel it, adjust the address, or change the delivery date. 

Any product deemed eligible for a refund based on the foregoing must be returned in its original condition. Refunds are made at our sole and absolute discretion. If you do not contact us within 30 days of your purchase date we will not be able to process your return under any circumstances. Products deemed eligible for a refund must be returned in their original documented condition.

CAFÉ PURCHASES

For coffee and merchandise purchased through one of our Cafes, we are unable to accept returns or exchanges through our website. Coffee in its original packaging and unused merchandise can be returned within two weeks to the café from which it was purchased. 

Orders placed online will be shipped and cannot be picked up at a retail cafe!

Additionally, returns/exchanges for cafe purchases must be handled in the cafe, and returns/exchanges for online purchases must go through our Client Service team and be shipped back to the warehouse rather than taken to a retail store location (our cafes are a separate business channel with a different payment system).