Shipping & Returns
Shipping Policy
At Satoffee, we aim to provide a seamless and reliable shipping experience for our customers. Below are the details of our shipping policy to ensure your order reaches you in a timely and secure manner.
Processing Time
At Satoffee, all our coffee machines are custom-made. Please allow a processing time of 2 to 4 weeks on ready-made machines. This period ensures we meticulously craft your coffee machine to the highest standards.
For merchandise items, DIY kits, processing time is generally 1 to 5 business days, depending on the item and availability.
Shipping Methods
Once your coffee machine or merchandise is ready, it will be shipped via the method you selected at checkout. We partner with UPS to ensure your order reaches you safely:
- UPS Standard: this option is reliable and cost-effective, ideal for non-urgent deliveries. Delivery times may vary depending on your location.
- UPS Express: for faster delivery, choose this option.
UPS provides quicker transit times and package tracking to ensure timely arrival.
Shipping Charges
Shipping charges are calculated based on the weight of the package, shipping method selected, and the destination. The total shipping cost will be displayed at checkout before you confirm your order.
International Shipping
We currently ship our coffee machines and merchandise only within Europe. If you are outside Europe and wish to place an order, please contact us to inquire about shipping options to your country.
Please note that international shipments may be subject to customs duties, taxes, and import fees, which are the responsibility of the recipient. Delivery times for international orders may vary due to customs processing.
Tracking Your Order
Once your order has been shipped, you will receive a tracking number via email. You can use this number to track your package online and monitor its progress until it arrives at your doorstep.
Returns Policy
At Satoffee, we offer two types of products: custom-made coffee machines and merchandise. Please read our returns policy carefully to understand our procedures and requirements for each product category.
Custom-Made Coffee Machines
No Returns or Exchanges
As each coffee machine is custom-made to order, we do not accept returns or exchanges. This policy complies with Spanish consumer protection laws, which recognize the unique nature of custom-made goods. By placing an order, you acknowledge and agree to this policy.
Defective Items
While we strive for perfection, defects can sometimes occur. If you receive a defective coffee machine, please contact us within 14 days of receiving your order. Provide detailed information and, if possible, include photos of the defect.
If your coffee machine arrives defective, we will do our best to repair it at no additional cost to you.
Damaged Packages
If your package arrives damaged, please take photos and videos of the damage immediately and contact us. This documentation is crucial for us to file a claim with the shipping company.
Warranty on Coffee Machines
The coffee machines themselves do not carry a warranty, as they have been modified. However, the transformations and modifications we make to the coffee machines come with a one-year warranty covering manufacturing defects.
This warranty does not cover damage caused by misuse, neglect, or unauthorized modifications. To claim a warranty, please retain your proof of purchase and contact our customer service team.
Merchandising and Other Products
Return Window: You may return merchandise items within 14 days of receipt.
Condition: Items must be returned in their original condition, unworn, and with all tags attached.
Return Process: To initiate a return, contact our customer service team for instructions. Shipping costs for returns are the responsibility of the customer unless the item is defective.
Customer Support
For any questions or assistance, please contact our customer support team at [email protected]. Our team is available Monday to Friday from 9:00 AM to 6:00 PM CET.
Thank you for choosing Satoffee. We are dedicated to providing high-quality, custom-made coffee machines and exceptional customer service. If you have any questions or need further assistance, please do not hesitate to reach out to us.
