Frequently Asked Questions (FAQ)

1. I did not receive an order confirmation email. What should I do?

If you've placed an order with Van Ash but haven't received an order confirmation email, it's possible that an incorrect email address was provided. Please contact us at , and we will update your order information to ensure you receive your confirmation promptly.

2. How can I track my order?

Once your order is dispatched, you will receive an email with a tracking number. You can use this number to track the progress of your shipment. If you do not receive a tracking email within 48 hours, please contact us at with your order number and the subject "Missing Tracking Number."

3. What if I need to cancel or change my order?

If you wish to cancel or make changes to your order, please contact us as soon as possible at . If your order has not yet been packed, we can accommodate cancellations or modifications. If the goods have already been packed and dispatched, you will need to receive them first and then initiate a return. Please see our return process below for more details.

4. How do I make a return?

To initiate a return, please follow these steps:

Prepare the Item:
- Ensure the item is in its original condition, unworn or unused, with tags, and in its original packaging.
Contact Us:
- Email us at within 14 days of receiving your item.
- Please include your order number and reason for the return.
Follow Return Instructions:
- We will provide you with a return shipping label and instructions on how to send your package.
Return the Item:
- Securely package the item and use the provided shipping label.
Refund Process:
- Once we receive and inspect your return, we'll notify you of the approval status.
- If approved, you'll be automatically refunded on your original payment method within 10 business days.

Please Note: We have a 14-day return policy for non-coffee and non-food products. Unfortunately, we cannot accept returns on perishable goods such as coffee, sale items, or gift cards.

5. What should I do if my package or products were damaged upon arrival?

If your package and products were damaged upon arrival, please contact us immediately at with photos of both the damaged package and the damaged goods. Once we receive the photos and assess the situation, we will arrange for a replacement or refund and provide instructions for returning the damaged items.

6. Can I exchange a product?

If you wish to exchange a product, please process it as a return:

Follow the return process outlined above.
Once we receive and approve your return, we will issue a refund.
You can then place a new order for the desired item.

7. What happens if I do not collect my parcel?

If goods are returned to us because they were not collected by the customer, we will charge a fee of €25 to cover our packaging and return shipping costs.

8. How can I contact customer support?

If you have any questions, concerns, or need assistance, you can reach our customer support team by emailing us at . We strive to respond to all inquiries within 24 hours.

9. Do you ship internationally?

We currently ship to destinations within Europe and the United States. We are diligently working to expand our reach. If you have a special request to ship to a destination outside these countries, please email us at .

10. Are there any additional fees for international shipping?

For shipments to European Union countries, other European countries, and the United States, there are no import duties or additional fees. The price you see at checkout is the final price. For other destinations, international orders may be subject to import duties and taxes upon arrival in your country. These fees are the responsibility of the recipient and are not covered by Van Ash.

11. How is my coffee packaged to ensure freshness?

Our coffee is carefully packaged in specially designed airtight containers that protect it from oxygen, moisture, and heat. This preserves the coffee’s unique flavor profile until it reaches your doorstep, ensuring maximum freshness and aroma.

12. Can I customize my coffee order or request a specific grind?

Yes, we offer both whole bean and ground coffee options to suit your brewing preferences. You can select your desired option when placing your order.

13. Do you offer subscriptions for regular deliveries?

Yes, we offer annual subscriptions with flexible delivery options—monthly, every 2 months, quarterly, or bi-annually. Subscribers enjoy exclusive access to certain blends and merchandise. For more information, please visit our Subscription page.

14. How do I become a partner or affiliate?

For partnership opportunities, affiliate inquiries, or larger orders, please contact us at . We value collaborations that align with our brand values and are happy to discuss potential partnerships.

15. What payment methods do you accept?

We accept a variety of payment methods, including major credit cards (Visa, MasterCard, American Express), and other secure payment options. All transactions are processed securely to protect your information.

16. Is my personal information secure when shopping on your website?

Yes, we are committed to protecting your privacy and personal information. Our website utilizes secure encryption technology to ensure your data is protected during transactions. For more details, please refer to our .

17. How do I stay updated on new products and promotions?

To stay informed about our latest offerings, exclusive blends, and special promotions, sign up for our newsletter at the bottom of our website. You can also follow us on our social media channels for updates and behind-the-scenes insights.

18. What if I regret my purchase of a coffee product?

Due to the perishable nature of coffee, we cannot accept returns or offer refunds on coffee products once they have been shipped. If you have concerns about your coffee order, please contact us at , and we will do our best to assist you.

19. Are there any products that cannot be returned?

Yes, we cannot accept returns on:

Perishable goods (such as coffee)
Custom products
Sale items
Gift cards

Please get in touch if you have questions or concerns about a specific item.

20. How long does it take to process a refund?

Once we receive and inspect your return, we will notify you of the approval status. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we've approved your return and you haven't received the refund, please contact us at .