Frequently Asked Question
My order
What is your return policy?
Coffee is perishable and our whole beans are roasted to order, so we're unable to accept returns on coffee. But don't worry—we're here to help! If there was an error with your order, please contact us at info@alruhcoffee.com within 10 days of your purchase. If you’re dissatisfied with your coffee, our expert Guest Experience team will help you track down your soon-to-be favourites.
My order arrived damaged; what should I do?
Please email us at info@alruhcoffee.com with your order number (or shipping address) and a photo of the damaged item (along with a photo of the shipping box) so we can assist you and report this to our warehouse and product team. We'll get you sorted right away!
How do I cancel my order?
Our orders process immediately, so please reach out as soon as possible at info@alrufcoffee.com if you would like to cancel an order. Alas, we are not able to guarantee your order will be cancelled but we will do our best to make any changes requested.
Note: given that requests to cancel are usually timely in nature, to speed up the process, be sure to include your order number if you reach out.
When will payment for an online order be charged?
Online orders are usually charged upon order submission.
Can I add more items to my submitted order?
Once your order has been submitted, you cannot add additional items to the same order. To purchase additional items, you may submit a new order.
Shipping
HONG KONG
When will my coffee be shipped?
All orders are shipped directly from Dubai to Hong Kong every Wednesday via DHL and we will make sure the orders are in good shape when they reach Hong Kong before delivering them to you via S.F. Express. For all coffee orders, our goal is to have your coffee passed into your hands within 7-10 days.
Please Note: Our shipping partners are seeing unprecedented volumes, and due to this we cannot guarantee shipping timelines from third party shipping partners DHL or S.F. Express. The shipping dates provided are estimates based on best efforts by the shipper and packages may arrive later due to logistical delays. Please reach out to us with any questions. If this is a time sensitive order, we recommend contacting us before placing the orders.
What shipping methods are available for coffee?
Coffee is shipped via both
DHL Express (from our Dubai roasting room to Hong Kong)
S.F. Express (After the order reach Hong Kong, we will check the orders before shipping them to you)
All coffee will ship from Dubai to Hong Kong every Wednesday. Our goal is to have your coffee passed into your hands within 7-10 days.
DUBAI
When will my coffee be shipped?
All orders are processed within 1-3 business days, and orders are not shipped or delivered on weekends or holidays.
Do you ship to my country?
We are shipping to Hong Kong and Dubai only… for now!
Purchases of coffee made through our online store are currently available for shipment to addresses within Hong Kong.
Do you have free shipping?
HONG KONG
We offer complimentary standard shipping on orders in Hong Kong over HKD 600! For orders less than HKD 600, the delivery charge is HKD 150 per order. You'll see this applied automatically during checkout on the final page.
DUBAI
Free Delivery on Orders over AED 200. Orders of less than AED 200 will be charged AED 30 shipping fee (non-refundable) in case of any cancelation.
Coffee
Do you offer ground coffee for online orders?
We offer both whole-bean and ground coffee for online orders. You may choose the grind size on the product page.
We do recommend choosing whole-bean coffee for online store, since we find coffee is at its most delicious when freshly ground before brewing.
If you have any questions about home grinding, don’t hesitate to drop us a line at info@alrufcoffee.com.
Do you offer light, medium, and dark roasts?
We don't normally focus on roast level as a taste factor because our intention is to roast each coffee to the degree of development we think effectively expresses that coffee's best intrinsic qualities. That said, the bulk of our coffees are roasted to what could be considered a medium place on the spectrum, with our espressos being on the darker end, single origin coffees on the lighter end, and our blends being more in the middle.
Can I buy your coffee wholesale or in bulk?
Absolutely YES!
Please contact us at info@alruhcoffee.com for more information.
What brew methods do you recommend?
We source and roast beans that have great versatility across many devices, so the right method often comes down to personal preference. To help with whichever method you choose, we have a variety of resources for your brewing edification.
Our brewing guides cover a variety of brew methods in detail.
As always, we're also available through the magic of the internet to answer questions, give tips, and provide support. We’re happy to get geeky with you if your brew setup could use a little tweaking!
Do you have decaf?
Yes! We have decaf coffee!
Our Colombia Swiss Water Decaf Coffee Is intensely rich with tasting notes of aromatic spices, almond, peach, tamarind, and lively acidity. The perfect choice for decaf drinkers who want a full-bodied, flavourful cup of coffee. Decaffeinated using the chemical-free Swiss water process.