Need to chat to us about something? We're more than happy to help! Whether you need advice about our products, assistance with your order, or want to pick our brains about something coffee related, we'll do our very best to answer any and all questions as thoroughly and speedily as possible.
You might also be able to find the answer to your question in our Help Centre.
Contacting Ozone
If you contact us via email or telephone we aim to get back to you within 4 hours during our working days, Monday to Friday 09:00 - 16:00 GMT. We are often much quicker than this aim but please be aware that response times may be longer during peak times. Email responses will come from orders@ozonecoffee.co.uk, please ensure our email address is on your trusted contacts list to avoid replies potentially being routed to spam by mistake.
If you contact us via social media we aim to get back to you within 24 hours during our working days, Monday to Friday 09:00 - 16:00 GMT. If you require assistance with something time sensitive we recommend emailing for the quickest response.
We do not reply to enquiries during the weekend or on UK bank holidays.
If your enquiry is in relation to an order please quote your order reference, this can be found in your order confirmation email. If your order has been damaged in transit please provide photographs of the affected items.
We will not tolerate nor reply to any aggressive or abusive messages.
Order Processing & Delivery
We roast all our coffee to order Monday to Friday. Any orders placed before 07:30 am GMT will be processed, roasted and shipped that day. Any orders placed after 07:30 am GMT will not be processed until the following working day.
If you are awaiting a delivery within the UK we ask that you allow 7 working days (Monday to Saturday, excluding bank holidays and strike days) for your parcel to arrive. If your parcel does not show up within this timeframe please let us know and we will investigate and arrange replacements if necessary. We will not take action before this time.
If you are awaiting a delivery outside the UK we ask that you allow 14 working days (Monday to Friday, excluding bank holidays and strike days) for your local postal service to deliver. If your parcel does not arrive within this timeframe please let us know and we will investigate and take appropriate action. We will not take action before this time.
In My Mug
In My Mug is roasted once a week on Friday. Any In My Mug orders placed during the rest of the week will be carried over to the next available Friday roast day. Unless otherwise arranged, your first In My Mug shipment will be roasted and posted on the first Friday following purchase.
In My Mug parcels are handed over to the posties on Friday afternoon and shipped via Royal Mail First Class, with the aim of your coffee arriving with your regular post on a Saturday morning. If your In My Mug parcel has not arrived by end of day Tuesday please let us know and we will investigate and send replacement bags if necessary. We will not take action before this time.
Your subscription can be managed directly via your account on the online shop. For step by step instructions on how to view and update your subscription settings please view our Help Centre.