FAQ
FAQ

FAQ

We should have the answers to your questions here. If you still need to contact us, reach out to our customer service team.

General

Can I purchase coffee beans from a physical store?

Yes, our coffee beans are also available for retail purchase at any of our physical stores, subject to availability.

Check out our Stores.

Can I have my coffee ground?

Yes, we can grind your coffee beans for you!

However, we recommend that customers purchase whole beans and grind them fresh at home before brewing. This helps maintain the quality of your coffee and allows you to store whole beans for a longer time without losing their aroma and flavour.

How do I get ground coffee?

When selecting your coffee beans, you can choose your preferred grind size before adding them to your cart. Please select the grind size that matches your preferred extraction method.

If you purchase our beans in-store, just let our baristas know your preferred grind size and they will be happy to assist you.

How should I store my coffee?

We strongly recommend storing your coffee in an airtight container in a cool & dry place. This will help to preserve its freshness and extend its shelf life.

How long can I keep my coffee beans for?

We strongly recommend consuming your coffee within two months from the roast date for the best quality. 

Keeping it longer may cause the beans' aroma and flavour to weaken.

Do you deliver outside of Singapore?

Yes, we do ship worldwide.

Please ensure your address is correct, as the shipping rate will be quoted in real time.

Coffee Subscription

How does your coffee subscription work?

Getting through the day without coffee can be tough. With our Subscription plans, you will enjoy a regular supply of your favourite coffee delivered right to your doorstep—no need to reorder every time!

You can customise your subscription by choosing the quantity, grind size, and order frequency that works best for you. We’ll handle your orders automatically based on your preferences.

Subscription orders are only applicable for coffee lovers residing in Singapore for now.

What subscription plans do you offer?

We offer two types of subscription plans:

Signature Blends
This plan allows you to choose from our popular Signature Blends - Dark Matter, Equilibrium or Lumos. Customise your subscription by selecting your preferred quantity and delivery frequency to enjoy consistent, high-quality coffee at your convenience.

Roaster’s Pick
A curated, monthly subscription featuring a special selection of filter coffees handpicked by our roasters. This plan offers unique coffees each month, billed on the 28th and delivered within the first week of the following month. Each bag typically contains 200g of coffee, though special releases may come in 150g.

How do I view details on my subscriptions?

You can view and manage your subscriptions from your Alchemist account. If you don’t have an account, one will be created for you when you subscribe.

To access your subscriptions, log in to your Alchemist account. All your subscriptions will be listed in the Subscription section. Click on any subscription to see its details, including:

  • Next order
  • Upcoming orders
  • Previous orders
  • Manage subscription
  • Address & payment details
When can I expect my subscription package to arrive?

We follow the same roasting and shipping schedule for both regular coffee purchases and subscription orders.

You will receive an order confirmation on the date of your next cycle. We’ll roast your coffee on the earliest available day before shipping it out.

To track your order status, log in to your Alchemist account and go to the Orders section. Once your order is shipped, our delivery partner, Shippit, will contact you with shipment details. We’ll also provide you with a tracking number that you can use on their tracking portal.

When will I be billed for my subscription?

All subscription shipments are billed at the start of your next cycle. You will receive an order confirmation email to notify you of the billing.

You can always check the start date and billing details for your next order in your Alchemist account.

How do I update my subscription shipping address?

To update your subscription shipping address, follow the steps below:

  1. Log in to your Alchemist account. 
  2. Go to the Subscription section on your account dashboard.
  3. Click on Address & payment details to update your information.
How do I update my subscription billing information?

To update your subscription shipping address, follow the steps below:

  1. Log in to your Alchemist account. 
  2. Go to the Subscription section on your account dashboard.
  3. Click on Address & payment details to update your information.
Can I reschedule my next subscription order?

Yes, you can edit your subscription orders by following these steps:

  1. Log in to your Alchemist account. 
  2. Go to the Subscription section on your account dashboard.
  3. Click on View your next order to reschedule.
What beans will you be sending? Are they different every time?

If you have opted for the Dark Matter, Equilibrium or Lumos Subscription, the beans will be fixed to the respective blends.

How do I cancel my subscription?

We’re sorry that we didn't meet your expectations. If you’d like to cancel your subscription, please follow these steps: 

  1. Log in to your Alchemist account. 
  2. Go to the Subscription section on your account dashboard.
  3. Click on Manage subscription to cancel.

If you have any feedback about your subscription, please drop us an email. We appreciate your support and hope to see you again soon!

Returns & Cancellations

Do you provide refunds or cancellations?

As your order will be roasted to order, we do not accept any cancellations once it is made.

In the event where we've shipped out your order to the wrong location due to an incorrect address given, we'll not be able to cancel and refund your order. Please ensure all information is provided accurately when checking out. Should you require assistance after you have placed an order, please contact us and we’ll gladly assist as best as we can.

Do you accept returns?

For food safety and hygiene reasons, we generally do not accept returns. (applicable to all products).

Rest assured that your order undergoes stringent checks and quality control before we ship them out to you.

However, should you encounter any issues upon receiving your order, please contact us and we'd love to assist you with it.

Shipping

Who is handling the deliveries?

We use Shippit (Teleport) for all local deliveries within Singapore.

Once your order has shipped, you can track your package using the order tracking number provided in our email notification. Check your delivery status here: https://www.shippit.com.sg/track-your-package/

What are your delivery charges?

We charge a flat rate of $5 for every order with Shippit. To ensure your beans are delivered in the freshest condition, we cover any additional costs for the fastest service available!

For subscription orders, we do not charge a delivery fee. We appreciate the trust and commitment you place in us for your daily brew! Coffee subscriptions are billed at a fixed rate based on the plan you choose.

What locations do you deliver to?

As much as we would love to bring our coffee to the far ends of the Earth, however, there might be some restricted addresses that our delivery partner could not support. To avoid inconvenience, please ensure that your delivery address does not require special clearance or permit to access the premises.

What is your roasting & shipping schedule like?

We roast weekly and process your orders from Monday to Friday.

Please note that orders will be shipped the next working day if a public holiday falls on a working day.

How will I know if my order is on the way?

You will receive a confirmation email with your order details after placing your order. 

Once your order is fulfilled, you will receive another email containing your tracking number. The designated driver from Shippit will also contact you via text message.

When can I expect to receive my delivery?

We’ve chosen the fastest delivery option, packages should arrive within 2 to 4 business days during non-festive periods. During festive periods, delivery may take about 3 to 5 business days.

Please note that these delivery times apply from the date of dispatch, not from when the order is placed. As the estimated timings are provided by our delivery partners, we cannot guarantee against potential shipping delays or unforeseen circumstances.

If you do not receive your order within the stated time frame, you can use the tracking number provided in the email to follow up with Teleport.

I received a package, but it is not what I ordered. What should I do?

We are so sorry for the mix-up. Please contact us here with your order number and we'll get back to you soonest.