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DULL BUT IMPORTANT

We’re not going to pretend this is the most scintillating part of the website, it’s certainly not. But it is quite important. It explains all the dull-but-vital details of how things work here. So, for example, if you want to learn about our returns policy, or find out how we use any information you give us, you’re in the right place.

We’ve tried to be as comprehensive as we can, so you might want to make yourself a strong cup of – ahem – Alma de Cuba coffee then take a deep breath…

OUR SERVICE

We want to give you a fantastic service and for you to be really happy with us. But if you’ve been sent or received something from our website and you’re not over the moon about the experience, please send us an email straight away. Our address is coffee@almacuba.com. We’ll do our very best to get back to you within 24 hours (Mon-Fri) – and we’ll do everything we can to put things right for you.

ORDERS

Payment

We take payment when you place your order, rather than at the time of dispatch. This is to help avoid any last-minute hitches that might delay your delivery. We’re not able to accept an order until we’ve checked it – and if there is a problem we’ll be in touch as soon as we can.

Dispatch

If we have your product in stock and we receive your order before 1200h (GMT) we’ll generally put it in the post the same day. If we get your order after 1200h (GMT), we’ll send it out the next working day (Mondays to Fridays). If for any reason we’re not able to do this, we’ll get in touch with you by email to offer you a different product, a later delivery date, or, if you’d prefer, a refund. And just so you know, we don’t send out any items on Saturdays or Sundays.

Returns policy

Returns are only accepted for goods that arrive damaged or are sent in error. If you find your order damaged or you have received the wrong product please contact us immediately. Depending on the condition, we will offer to re-send the items or exchange them. As our coffee is considered a perishable good we’re afraid we’re not able to offer refunds in any other circumstances.

Delivery within the EU/EEA

Most of our deliveries are initially handled by the UK Royal Mail or Fedex, whose services usually take two to four working days depending on the country and a little longer for some countries.

Royal Mail International and Fedex parcels get priority handling and are despatched on the first available flight. In general, your coffee will be delivered in two to four working days.

Tracking and signing

Parcels over 5kg will in almost all circumstances be tracked and will generally have to be signed for.

Unfortunately we’re not able to take responsibility for any delays on the part of the carriers we use or to whom our coffee is consigned in different countries. But if there are any problems, we’ll do our best to let you know as soon as we can and help to sort them out. If your parcel has still not arrived after 15 days, we’ll be pleased to offer you a refund or send your parcel out again – it’s completely up to you.

Delivery charges

All UK subscriptions – free of charge.
Free delivery for UK orders over £30.00
UK 24 hour tracked and signed= £4.00
UK 48 hour= £2.50

EU/EAA= £10.00
Other international delivery charges on request-email us at coffee@almacuba.com.
Please note that delivery times are not guaranteed and we’re afraid that we’re not able to accept any claims for delays.

We’re not able to accept responsibility for return postage costs or items lost or damaged in transit to us or any other circumstances beyond our control, except at our discretion.

Personal messages

We reserve the right not to send a message that contains offensive or inappropriate content.

COMMITMENT TO PRIVACY

Your privacy is important to us. To better protect your privacy we provide this notice explaining our online information practices and the choices you can make about the way your information is collected and used. To make this notice easy to find, we make it available on our homepage and at every point where personally identifiable information may be requested.

The information we collect

This notice applies to all information collected or submitted on the Alma de Cuba website.

On some pages, you can order products, make requests, and register to receive materials. The types of personal information collected at these pages are: name, address, email, address, phone number, and credit/debit card information.

On some pages, you can submit information about other people. For example, if you order a gift online and want it sent directly to the recipient, you will need to submit the recipient’s address. In this circumstance, the types of personal information collected are: name, address, and phone number.

The way we use information

We use the information you provide about yourself when placing an order only to complete that order. We do not share this information with outside parties except to the extent necessary to complete that order. We use the information you provide about someone else when placing an order only to ship the product and to confirm delivery. We do not share this information with outside parties except to the extent necessary to complete that order. We use return email addresses to answer the email we receive. Such addresses are not used for any other purpose and are not shared with outside parties.

You can register with our website if you would like to receive updates on our new products and services. We use non-identifying and aggregate information to better design our website and to share with advertisers. For example, we may tell an advertiser that X number of individuals visited a certain area on our website, or that Y number of men and Z number of women filled out our registration form, but we would not disclose anything that could be used to identify those individuals.

Finally, we never use or share the personally identifiable information provided to us online in ways unrelated to the ones described above without also providing you an opportunity to opt out or otherwise prohibit such unrelated uses.

Our commitment to data security

To prevent unauthorised access, maintain data accuracy, and ensure the correct use of information, we have put in place appropriate physical, electronic, and managerial procedures to safeguard and secure the information we collect online.

Cookies

We may use “cookies” for administrative purposes such as cataloguing traffic patterns throughout the site and can use a “cookie” to assign a “User ID” for this purpose. Cookies, by themselves, cannot be used to find out the identity of any user. If you have a user ID this will automatically identify your computer – but not you – to our servers when you visit our site. Unless you specifically tell us, we will never know who you are, even if we do assign a cookie to your computer. Other companies that advertise on our site may also have the ability to assign a different cookie to you in a process that we do not control. However, since cookies aren’t useable for identifying individuals, these advertisers will never know who you are – and we will not reveal that information to them.

How to contact us

Should you have other questions or concerns about these privacy policies, please send us an email at coffee@almacuba.com.

Summary of terms

Browser

Used to locate and display web pages via a software application, e.g. Safari, Firefox, Internet Explorer.

Cookie

Message given to a web browser by a web server. The message is then stored by the browser in a text file called cookie.txt. Each time the browser requests a page from the server, this message is sent back. A cookie’s main objective is to identify users and personalise their visit by customising web pages for them for example by welcoming them by name next time they visit the same site. A site using cookies will usually invite you to provide personal information such as your name, email address and interests.

IP (internet protocol)

All networks connected to the internet speak IP, the technical standard which allows data to be transmitted between two devices. TCP/IP (transmission control protocol/internet protocol) is responsible for making sure messages get from one host to another and that the messages are understood.

IP address

If you are connected to the Internet you will have one, for example it may look something like this ‘198.184.98.9’

Web server

This delivers (serves up) web pages to your computer. This privacy policy only covers the Alma de Cuba website. Links to other websites within this site are not covered by this policy.

Trade mark information and protection

Alma de Cuba is the trade mark of The Cuba Mountain Coffee Co Ltd and the trade mark is registered or registrations are pending in most jurisdictions – please contact us if you have any queries.