CUSTOMER SERVICE
CUSTOMER SERVICE
Everyday Goods
Beyond coffee, we make and curate things we genuinely love. From experimental tasting sets and teas to travel-ready drip bags, merch, and gift boxes – everything is chosen to make everyday rituals better and simpler.
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What payment methods do you accept?
We accept credit and debit cards (Visa, Mastercard), bank transfer, and cash on delivery. Available methods are shown at checkout.
Is it safe to pay on your website?Yes. All card transactions are processed by a certified payment provider using SSL encryption. We never store your card details.
Will I receive an invoice?Yes. A digital invoice is sent to your email address automatically after your order is confirmed.
What currency are prices shown in?All prices are in Serbian Dinars (RSD) and include VAT where applicable.
Where do you deliver?
We deliver within Serbia only. We do not offer international shipping at this time.
How long does delivery take?Typically 2–5 business days from dispatch. Belgrade and other major cities are usually at the lower end of this range.
How much does shipping cost?Shipping costs are calculated at checkout. Orders over 5000 RSD qualify for free shipping.
Can I pick up my order in person?Yes, at one of our partner cafés. You can either pay online and collect your order, or reserve your items and pay in cash or by card at the café. Either way, your order will be ready within 1–2 business days and you'll get an email when it's ready.
How do I track my order?Once your order is dispatched, you will receive a tracking number by email or SMS. Use it on the courier's website to follow your shipment.
What if I'm not home when the courier arrives?The courier will leave a notice and attempt redelivery or hold the parcel at a nearby pickup point. Check the notification for next steps.
How is the coffee packaged for shipping?
All coffee is packed in sealed, valve-equipped bags to preserve freshness in transit. We recommend storing it in a cool, dry place upon receipt.
Do you offer whole bean and ground coffee?
Yes. You can choose your preferred grind option on each product page. If you have a grinder at home, we recommend whole bean for maximum freshness.
What is a subscription and how does it work?A subscription lets you receive coffee automatically at your chosen frequency. You'll be charged at each renewal, and you can pause or cancel any time before the next order is processed.
Can I cancel or pause my subscription?Yes, at any time through your account or by contacting us, as long as the cancellation is received before the processing cut-off for the next shipment.
The coffee I received doesn't match my expectations — what can I do?Contact us at info@sondercoffeeroastery.com with your order number. We take quality seriously and handle every case individually. Please note that natural variation between batches and personal taste preferences are not considered defects.
Can I return an unopened product?Yes, within 14 days of receipt, provided the packaging is fully sealed and intact. Return shipping is at your expense. Opened coffee cannot be returned for hygiene reasons.
Do you offer wholesale or B2B supply?Yes. Get in touch at coffeesales.beo@gmail.com and we'll discuss options for your business.
How do I contact you?Via the contact form on this page, or directly at info@sondercoffeeroastery.com. We respond within 1–2 business days.
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