Need help? How can we help you?
Product and Services
On our website, we offer a wide range of products dedicated to the world of coffee: various types of coffee, coffee machines, accessories and related items. The range includes both durable goods and food products, including perishable items.
Food products can only be returned or refunded if they have not been opened and are intact and in their original packaging.
All our products are prepared and dispatched directly from our warehouse near Bordeaux, France, in accordance with strict quality standards. If you encounter a problem or damage upon delivery, please contact us promptly via our contact form with a detailed description of the situation, so that we can assist you as quickly as possible.
Yes, our catalogue also includes food and perishable products. For each product, we provide details and useful information, which we encourage you to read carefully before purchasing. If you have any doubts or questions, our customer service team is available via the contact form
Orders and Returns
If you have placed your order less than 30 minutes ago, you can still easily cancel it from your customer account, under the ‘My Orders’ section.
Simply click on the relevant order: if cancellation is possible, the “Cancel my order” button will appear.
If it does not appear, it means your order is already being prepared in our warehouse. In this case, unfortunately, it is no longer possible to cancel it.
If you need further information, you can contact us via our contact form.
You can return your entire order within 14 days of receiving the products. In the event of a full return, the items purchased and the original delivery charges will be refunded. Return postage costs are the customer’s responsibility.
Yes, you can return one or more items from your order within 14 days of the date of receipt. In this case, the refund will only apply to the returned products, whilst the original delivery charges are non-refundable. Return shipping costs are the responsibility of the customer.
A refund will be issued within 14 days of receiving the returned items.
No, unfortunately, this feature is temporarily unavailable on our website. VAT will therefore be automatically charged when you place your order.
Once your purchase is completed, you will receive a detailed invoice. Depending on your situation and the tax regulations in force in your country, this invoice may be used for your VAT reporting purposes.
For any questions regarding VAT recovery or deduction, we recommend consulting your accountant or local tax authority.
Thank you for your understanding, and we apologize for any inconvenience caused.
If you need additional information about your order or invoice, our customer service team remains at your disposal to assist you.
Delivery and Shipping
Delivery times are generally between 3 and 5 working days. In some cases, deliveries may arrive even sooner, whilst during peak periods (such as Black Friday or the sales), there may be slight delays.
This is completely normal. The shipment is handled by two carriers:
-Chronopost / DHL for transport from France to the border
-DPD for final delivery in Great Britain.
For this reason, you may receive two separate tracking emails.
We recommend that you keep an eye on both to track the entire delivery process.
Yes, delivery is free for all orders over £49.
Yes, during busy periods such as Black Friday or the sales, preparation and delivery times may be slightly longer than usual. We thank you in advance for your understanding and patience during these times.
After-sales service and Support
If you have received a damaged item, we apologize for the inconvenience.
Please send us a description of the problem via our contact form.
A customer service representative will reply within 48 hours (Monday to Friday) to offer you the most suitable solution, either a replacement or a refund, depending on your preference
We apologize for the inconvenience. Please send us a description of the problem via our contact form. Our customer service team will contact you within 48 hours (Monday to Friday) to arrange a replacement or a refund.
Our customer service team is available Monday to Friday, from 9.00 am to 5.00 pm. You can contact us at any time via the contact form: our team will reply as soon as possible. "Our team is committed to replying within 48 hours of receiving your enquiry."
Customer Account
To log in, enter your email address and password on the login page: https://www.maxicoffee.com/en-gb/login/
If you are unable to log in, please use the “Forgotten password” feature.
If you are unable to log in, please use the “Forgotten password” feature.
- Go to the login page: https://www.maxicoffee.com/en-gb/login/
- Click on “Forgotten password”
- Enter your usual email address
- Follow the instructions sent to you by email to create your new password
You can contact our customer service team at any time via the contact form. Our team is available Monday to Friday, from 9.00 am to 5.00 pm, and will respond as soon as possible.
Our team is committed to replying within 48 hours of receiving your enquiry.
Once your order has been dispatched, you will receive one or more tracking emails from the carriers.
You can track the progress of your shipment directly on the carrier’s website, as indicated in the email, by entering the tracking number provided.
Your order confirmation is automatically sent to the email address you provided at the time of purchase. If you do not receive it, please also check your spam or junk folder. If necessary, you can contact us via our contact form.
If you wish to change or cancel an order you have just placed, please contact us as soon as possible via our contact form. If your order is already being prepared or has been dispatched, you will no longer be able to make any changes.
On 1 January 2021, the United Kingdom will no longer be part of the European Economic Area (EEA) or the European Union Customs Union (EUCU), and new rules will apply regarding VAT and customs for goods shipped from outside the UK.
For your information, all orders are dispatched from our premises in France.
Will I have to pay VAT and customs duties?
Delivery to Great Britain
For orders up to £135 (excluding shipping costs and VAT) placed on MaxiCoffee (France) and delivered to Great Britain, VAT will be charged at the point of sale. The total order amount payable will include VAT. Customs duties may be charged by border customs authorities and must be paid by the customer prior to delivery.
All orders over £135 (excluding shipping costs and VAT) placed on MaxiCoffee (France) and delivered to Great Britain will be subject to import duties. VAT will not be charged at the point of sale. The total order amount payable will NOT include VAT. VAT and customs duties will be charged by border customs authorities and must be paid by the customer prior to delivery.
Delivery to Northern Ireland
For all orders placed on MaxiCoffee (France) and delivered to Northern Ireland, VAT will be charged at the point of sale. The total amount payable for the order will include VAT. No customs duties will be charged at the border.
Maxicoffee sells under Incoterm DAP, which means that customs duties may be charged by border customs when the goods cross the border and if they do not meet the preferential origin requirement.
My order is subject to import duties, what should I do?
Reminder: You are subject to import duties if your order is delivered to the UK.
In this case, Maxicoffee will not issue a VAT invoice. The total order amount payable will NOT include VAT. VAT and customs duties will be charged by border customs and must be paid by the customer prior to delivery.
When the goods arrive at the border, you will receive an email or text message from DPD UK inviting you to log in to a portal dedicated to VAT and customs clearance. You will have 5 working days to complete this process.
We strongly recommend that you provide a valid email address and mobile phone number when placing your order with Maxicoffee.
Please note: If VAT and customs duties are not paid by the customer within the specified time, the parcel will be returned to Maxicoffee. We will refund your order, excluding delivery charges.
If you have been overcharged or are returning your goods
Ask HMRC (HM Revenue & Customs) for a refund of VAT or customs duties if you:
- Return your goods
- Believe you have been overcharged
To make a claim: https://www.gov.uk/guidance/apply-for-repay-or-remission-of-import-duties-c285-chief
Where can I find information on VAT and duty rates in the UK?
Standard VAT rate: 20% (applicable to coffee equipment, kitchen utensils, tea and coffee accessories, spare parts, cleaning products, etc.)
Reduced VAT rate: 0% (applicable to coffee, tea, sweet drinks, toppings and sauces, etc.)
You may be charged customs duties on goods sent from the EU.
Customs duties depend on the classification and origin of the goods.
For more information on VAT and customs duties, please visit: https://www.trade-tariff.service.gov.uk/sections.