FAQ

No problem! You don't have to remember your password anymore. You will get a 6 digit code to login with.

Login here with your account. In the "My Account" area you will immediately see the overview "Previous Orders". You need an account for this.

Login here with your account. Go to "View Addresses", on the next screen click on "Edit". On this page you can change your address details.

Yes, this is certainly possible. When you start the checkout process from the shopping cart, you will checkout as a guest by default. An account does have advantages.

It is easier and faster to place your next order. In your account environment you have an overview of your previous orders.

On this page you can register yourself.

In this case an account already exists with us with the e-mail address you entered. Request your login details here.

In this case, the combination of your email address and password (or 6 digit code) is incorrect. Which of the two is correct, we cannot indicate due to privacy considerations. Can't figure out what your login information is? Then request your password here.

Yes, you can. All prices include VAT. You will automatically receive an invoice for each order. Before you pay, enter your company name and VAT number. If the VAT number is not valid, please contact us before placing the order. Or if you have any other questions, please contact you at webshop@orcoffee.be.

We are happy to help you. We have almost 25 years of experience. Click here for all the details.

We are happy to help you. We have almost 25 years of experience. Click here for all the details.

You do not have a VAT number? Then just fill in the company name.

An intra-community acquisition takes place when you buy goods that are transported to an EU country other than Belgium. The delivery is then taxed with 0% VAT. Another condition is a valid VAT number. A VAT number that qualifies. Each VAT number is automatically checked.

Do you still have questions? Please contact our customer service or send an email to webshop@orcoffee.be.

No, this is not possible. Once you have completed the ordering process (i.e. the payment must also be completed), your order is immediately processed by our logistics department. Adding or removing a product is no longer possible at that time.

Should you find out right after placing your order that you have ordered the wrong product, for example, please contact our customer service department a.s.a.p. to ask whether they can cancel or adjust your order.

Please contact our customer service immediately.
Preferably by phone:
Telephone: +32 9 3363736

Then there are 3 possibilities:
a. Your package is still with us and we change the address: Nothing wrong.

b. Your package has already been processed or shipped and the delivery person still has it: We contact the delivery person. We ask if they can drop the package off at the correct address. If that is not possible, we ask if they can return it to us. We then send it to you. So unfortunately this is not always possible.

c. Your package has already been processed or shipped and the delivery person has already delivered it: In this case there is nothing more we can do for you.

Yes, you can. Keep in mind that shipping costs and delivery times may be different than within Belgium and the Netherlands. There is also a chance that your customs authorities will charge you extra costs, such as taxes and clearance charges. Therefore, be well informed by the customs of your country, so you will not be surprised.

No, this is not possible. Once you have completed the ordering process (i.e. the payment must also be completed), your order is immediately processed by our logistics department. Adding or removing a product is no longer possible at that time.

If you find that you would like to add another product immediately after placing your order, please contact our customer service as soon as possible to ask whether another product can be added. Who knows, we are still able to get it done!

Unfortunately it is not possible to have your order wrapped as a gift.

Ordering a product from OR Coffee is done as follows.

Find the product you want through the navigation or search engine.
Then add the product to your shopping cart by clicking the 'Order Now' button.

Would you like to continue shopping? You can. The added product just stays in your shopping cart and each additional product you add simply by clicking the 'Add to cart' button again.

Do you want to check out? Then click on the 'Checkout' button in your shopping cart.

Fill in your details and delivery address or log in if you already have an account. In the latter case, your details will be filled in automatically (always check your address details!).

Then click on "Go to shipping method".
Then click "Go to payment method" and choose the payment method.

Check your order. Select your preferred payment method. If your delivery address is different from the delivery address, enter it here.

Click on "Order". Then you go to a secure environment, where you can enter your payment details. Then you can complete the payment.

After that you will receive 2 emails: one confirming your order and one confirming your payment.

You will also receive an email when your order has been shipped.

Yes you certainly can. The prices include VAT but with a business order you will automatically receive an invoice. For a business order, enter the company name and VAT number. Check Business order at FAQ.

The prices are including VAT. If you order outside the Belgium you do not pay VAT as a business customer. However, you must provide a valid VAT number for payment. Otherwise VAT will be charged.

When you go to your shopping cart, above the subtotal you will see an input field with 'Discount'. There you can enter your discount code and then click on 'Apply'. From that moment on, your discount is immediately calculated and you can continue ordering. Note: you can only enter 1 discount code at a time.

We want you to store safely and with pleasure. Therefore, we use only payment systems that use the most reliable systems. For this we work together with Mollie.

Below you will find all possible payment methods, so you can choose the payment method that suits you best.

Bancontact / Mister Cash (Within EU)
Mister Cash, also known as Bancontact, is a safe, trusted and easy payment method where payment is made and credited immediately. You can choose this option if you want to pay online through your bank.

iDeal (Within EU)
Easy and safe, paying via iDeal. You can choose this option if you want to pay online through your bank.

Credit card (Worldwide)
You can pay by credit card (Mastercard or Visa) directly, a fast and secure payment option.

Pay afterwards: Klarna
Klarna has 2 payment options:
1. Pay afterwards: then you pay within 30 days
2. Pay now: this is a form of bank transfer

Payment by bank transfer (Only possible on request)

• Our invoices are payable in cash at 9230 Westrem, by bank transfer to the bank account ( BE54 0019 6120 4297 ) of Koffiebranderij OR.
• Complaints must be made by registered mail within 4 days after receipt of the invoice.
• In case of late payment on the due date, an interest of 12% per annum will be due by right and without further notice until the day of full payment.
• In the event of total or partial non-payment of the debt on the due date, by operation of law and without any notice, the debt balance will be increased by 15%, with a minimum of €50. This applies as lump sum compensation for the costs other than the loss of interest and the actual court costs.
• The courts of Aalst in Belgium shall have sole jurisdiction for all disputes.
• The supplier shall retain ownership of all goods delivered and to be delivered until the purchase price for all such goods has been paid in full.

This could be due to one of the following reasons:
1. The code was entered incorrectly.
2. The code has expired.
3. Some discount codes require a minimum order value. Perhaps your current order value is too low, so the code will not be activated.
4. The discount code is linked to your email address but you are using a different one.

We would like to kindly ask you to try the following:
1. Make sure you have entered the discount code correctly.
2. If you enter the discount code manually, try copying the code from the email.
3. In the email you received the code with, check that the code is still valid.
4. In the email you received the code with, check if a minimum order value is required.
5. Check your email address if the discount code is linked to your email address.
6. Do the above solutions not work? Please contact our Customer Service.

The validity of your code can be found in the message you received along with the discount code. If you can no longer find it, please feel free to contact our Customer Service.

Bank details:
IBAN Number: BE54 0019 6120 4297 in the name of Koffiebranderij OR in Westrem.

These data are only important if you:
- Passing an order by phone or by mail.
- If you have to pay extra when exchanging a product.

Always mention your order number (this is in the e-mail in which we confirmed your order) with your payment.

Please contact our customer service in this case.

The only reason we would cancel an order is because your desired product is unexpectedly no longer available. This only occurs in exceptional cases. And in that case, we will inform you personally.

Yes, you can. Here are 2 possible scenarios:

1. Your order is still at OR Coffee
2. You have already received your order.

1. Your order is still at OR Coffee
If you have already ordered, but your product has not been shipped yet, you can simply cancel your order. Please contact Customer Service to do so.

Note: If you purchased the product you want to cancel with a personal coupon code, please inform the Customer Service. Your discount code will not be paid out, but you will receive a new personal discount code from us.

Is Customer Service closed? Send an e-mail ( webshop@orcoffee.be ) or contact Customer Service when they are open again.

It may happen that you want to cancel an order in the evening, but Customer Service is closed. Then it may happen that your order is shipped anyway. In this case you can return your order free of charge. Please contact our customer service first.

2. You have already received your order.
If you have already received your order and would like to cancel it, this is covered by the returns process. Here you can find all the information on how to return your order.

In this case you can return your order free of charge. We kindly ask you to contact our customer service.

From the moment we have cancelled your order, your money will be transferred back into the bank account you used to pay for it within 3 working days. This may vary by bank and around the weekend. With the Credit Card it can take 10 working days.

In Belgium and Netherlands: Free shipping from an order value of € 50

The shipping costs are € 9.50 for an order value lower than € 50

Your order will be delivered by PostNL.

For other countries, the shipping costs will be calculated automatically.

If the item is in stock you will receive your order within 1 to 3 business days for Belgium and Netherlands. You will be kept informed.

Yes, we do. Keep in mind that shipping costs and delivery times may be different than within Belgium and the Netherlands. There is also a chance that your customs authorities will charge you extra costs, such as taxes and clearance costs. Make sure you are well informed by the customs of your country, so you will not be surprised.

You have the right to return within a period of 14 days according to your right of withdrawal.


We would like to ask you to fill in our return form. That way we can process your return quickly. However, you are not obliged to do so. Please enclose the return form with the product and a copy of your proof of purchase in a shipping box.

Don't have a printer? Please write all necessary information on the return form legibly on a piece of paper and enclose it in the shipping box.

If you have discarded the box in which the product was delivered and the accompanying protective material, you must find a replacement box and protective material yourself. Send the box with the return form, the copy of the proof of purchase and the product, well packed, to:

Koffiebranderij OR bv
Attn customer service - return (order number)
Dorpsstraat 31
9230 Wetteren
Belgium


OR Coffee cannot be held responsible for shipments that do not arrive at OR Coffee. So consider whether you want to send your shipment registered and insured. Also, make sure you sufficiently frank the shipment, otherwise we will not be able to accept it.

Returns will be processed by us within 3-5 business days.

If your product was the only product in the outbound shipment, you will be refunded any outbound shipping charges you paid.

If your consumable item was not the only product in the outbound shipment (and you kept other products), you will not get a refund for any outbound shipping costs you may have paid.

In this case we would like to ask you to contact our customer service . They will give you the contact details so you can return the broken or defective product. Please write your complaint on the packing slip provided and return it together with the defective product. We will then inspect it.

As soon as we ship a replacement product, you will receive a shipping confirmation. From then on you should receive the new product within the standard delivery time. The delivery time starts when you receive a shipping e-mail from us.

You have the right to withdraw from the contract within a period of 14 days without giving reasons. The withdrawal period expires 14 days after the day on which you or a third party designated by you, who is not the carrier, takes physical possession of the good (or in case of delivery in parts; the last good or part of the good).

Excluded from the right of withdrawal are coffee, whose seal has been broken after delivery. This is because, for health protection reasons, these products are not suitable for return once the seal has been broken.

After exercising your right of withdrawal, you are only liable for the diminished value of the goods resulting from the use of the goods beyond what is necessary to establish the nature, characteristics and functioning of the goods. The premise here is that you may only handle and inspect the product as you would in a physical store.

The direct costs of returning the goods are at your own expense.

To exercise the right of withdrawal, you must inform us of your decision to withdraw from the contract by an unequivocal statement (e.g. in writing by post, fax or e-mail). You can use the model withdrawal form for this purpose, but are not obliged to do so. Our contact details are:

Koffiebranderij OR bv
Attn customer service - return (order number)
Dorpsstraat 31
9230 Wetteren
Belgium

E-mail: webshop@orcoffee.be
Phone number: +32 9 3363736


To comply with the withdrawal period, it is sufficient to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of revocation
If you withdraw from this contract, we shall reimburse to you all payments made by you up to that point, including delivery costs (with the exception of any additional costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us) without delay and in any event not later than 14 days after we have been informed of your decision to withdraw from this contract. We will reimburse you using the same means of payment with which you made the original transaction, unless you have expressly agreed otherwise; in any event, no fees will be charged for this reimbursement.

We may wait to refund you until we have received the goods back, or you have demonstrated that you have returned the goods, whichever comes first.

EN L 304/84 Official Journal of the European Union 22.11.2011

You must return or hand over the goods to us without undue delay and in any event not later than 14 days from the day on which you communicate your decision to withdraw from the contract to us. You are on time if you return the goods before the 14-day period has expired. You are responsible for the direct costs of returning the goods.

If you withdraw from the contract, we will refund all payments you have made up to that point, including delivery costs (with the exception of any additional costs resulting from your choice of a delivery method other than the cheapest standard delivery offered by us) without delay and in any case no later than 14 days after we have been informed of your decision to withdraw from the contract. If you return only part of your order, the cost of delivery will not be refunded. We will refund you using the same means of payment with which you made the original transaction, unless you have expressly agreed otherwise; in any event, no fees will be charged for the refund. We may wait to refund you until we have received the goods back, or you have demonstrated that you have returned the goods, whichever comes first.

We would like to ask you to fill out the Return Form. That way we can process your return quickly. However, you are not obliged to do so. The return form should be included with the product and a copy of your proof of purchase in a shipping box. If you have thrown away the box in which the product was delivered and the accompanying protective material, you will need to find a replacement box and protective material yourself. Send the box with the return form, the copy of the proof of purchase and the product, well packed, to:

Koffiebranderij OR bv
Attn customer service - return (order number)
Dorpsstraat 31
9230 Wetteren
Belgium


OR Coffee cannot be held responsible for shipments that do not arrive at OR Coffee. So consider whether you want to send your shipment registered and insured. Also, make sure you sufficiently frank the shipment, otherwise we will not be able to accept it.

Returns will be processed by us within 3-5 business days.

Exchanges are subject to our standard return policy.

This process consists of 2 steps:

1. Return one or more products.
2. Ordering your new, desired products.

Step 1:

First, you can fill out this return form. Then enclose it with the product and a copy of your receipt in a shipping box. If you have thrown away the box in which the product was delivered and the accompanying protective material, you will need to find a replacement box and protective material yourself. Send the box with the return form, the copy of the proof of purchase and the product, well packed, to:

Koffiebranderij OR bv
Attn customer service - return (order number)
Dorpsstraat 31
9230 Wetteren
Belgium

OR Coffee cannot be held responsible for shipments that do not arrive at OR Coffee. So consider whether you want to send your shipment registered and insured. Also make sure to sufficiently frank the shipment, otherwise we will not be able to accept it.

Once we have received and inspected your product, we will issue a credit note and you will receive a refund.

Step 2:

The final step is simply ordering the new, desired product. Does this order not exceed €50? Then before you order, please contact our customer service via phone: +32 9 3363736 or webshop@orcoffee.be (You can reach us on weekdays from 9:00 to 17:00). We will give you a discount code so that you do not have to pay shipping costs for your new product. The moment we ship the new product, you will receive the shipping confirmation by email.