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FAQs

FAQs

WEBSHOP

HOW CAN I REGISTER?

You can create a new account during the checkout procedure, or you click on ‘Login’ in the right upper corner of our website. Click now on ‘Register’ and follow the instructions. Please make sure that you have access to your email inbox.

HOW CAN I LOG IN?

Click on “Login” in the right upper corner of our website. You can log in with your email and password.

HOW CAN I RENEW MY PASSWORD?

Click on “Login” in the right upper corner of our website. Click on “Forgot your password” and insert your email and . An automatically mail will be sent to your inbox. Follow the instructions in the mail.

HOW DO I CHANGE MY SHIPPING ADDRESS?

Log in to your account, go to My Account and click ‘Edit’ next to your address.

WHEN WILL I BE CHARGED FOR MY ORDER?

We immediately charge you. For coffee subscribers you can always check your upcoming shipments by logging in to your account.

CAN I CANCEL OR MAKE CHANGES TO MY ORDER?

You can change or cancel your order by contacting us via mail: service@43factory.coffee. Please provide name and order number along with any changes you might have. You can change your order until it’s been shipped. If you wish to change your order after it’s been shipped, please refer to our return policy. For coffee subscribers you can not cancel or make any changes.

I RECEIVED THE WRONG PRODUCT AND/OR DIDN'T RECEIVE ALL MY PRODUCTS, WHAT SHOULD I DO?

You must contact us within 7 days of delivery and tell us your order number and the issue on the subject line. Also please attach the following photo (a photo of the delivered products inside the box used for the delivery) to the email service@43factory.coffee. We’ll get back to you with a solution as soon as possible.

I'VE RECEIVED A DEFECTIVE/BROKEN PRODUCT

You must contact us within 14 days of delivery. Please provide the order number, name of the recipient and an accurate description. Also please attach the following photos: 

– A photo of the defective/broken product

– One or more photos of the problem

We’ll get back to you with a solution as soon as possible.

SHIPPING

WHAT COUNTRIES DO YOU SHIP TO?

We currently ship in Vietnam. We do not have global shipping program currently.

HOW DO I TRACK MY SHIPMENT?

You can track your package by clicking the tracking link in your shipping confirmation email. You will also receive delivery info and our carrier.

WHEN CAN I EXPECT TO RECEIVE MY ORDER?

Orders shipped with our Standard delivery option are delivered within 3-15 business days from shipment, depending on location. Learn more.

I HAVE NOT RECEIVED MY ORDER WITHIN THE ESTIMATED DELIVERY TIMEFRAME, WHAT SHOULD I DO?

Please send us a message via services@43factory.coffee with a short description of the issue along with name of the recipient and order number. We will then send a request to our carrier to locate your package. Please wait contacting us until after the allowed shipment period of 15 weekdays!

PAYMENT

WHAT FORM OF PAYMENT DO YOU ACCEPT?

You can pay with VISA, Mastercard, JCB, American Express; ATM Cards (of 28 local banks), Internet Banking (of 14 local banks); QR scan (via mobile application of 14 domestic banks); Local and oversea E-Wallet (Ngân Lượng, VIMO, ViettelPay) & (Wechat, Alipay).

COFFEE

WHERE DOES YOUR COFFEE COME FROM?

Coffee is seasonal, so it differs from time to time. The coffee details can be found on the batch of every coffee jar, and have full traceability over the entire supply chain. This way we can guarantee quality and sustainability.

ARE YOUR COFFEES FROM SUSTAINABLE FARMING?

We are working with incredibly dedicated farmers growing some of the best coffees in the world. We pay for quality – the better the coffee, the more we pay. It’s the only incentive to establish sustainability and quality. All our coffees are fresh in season and fully traceable.

ARE YOUR COFFEES FAIR TRADE OR ORGANIC?

Unfortunately, Fair Trade has no incentive for quality. Paying up for quality is the key incentive for sustainable farming. We also promise each farm not to blend their coffees and to promote their business – by putting their information on each of our coffee jars and posts. Most organic coffee farms are only looking at one aspect: No chemicals. Which is an important factor, but there are many others: Labor has to be paid well. Water has to be recycled. Pristine forest and wildlife have to be looked after. Most importantly: There is rarely high cup quality in organic coffee. We look very closely at every farm we work with. In order not to discriminate those who are not certified organic.

HOW SHOULD I BREW MY COFFEE?

You can brew all of our coffees any way you want. Follow our Coffee Guide for more info.

WHEN IS THE COFFEE BEST?

Our coffee performs best when thoroughly rested. For both espresso and filter brewing they peak after 30 days. In the case of filter to brew them after 14 days but after a month is ideal. The experience will be far superior; better flavour clarity, more integrated acidity and less bitterness. They simply open up, tasting more transparent and structured. We’ve aslo written a more in depth blog post about this. (we recommend…).

DO YOU WANT TO KNOW WHAT I THOUGHT OF 43 FACTORY COFFEE ROASTER’S COFFEE?

We really do!  We try and brew our coffees many different ways to see how they taste but we always want to hear what people thought – good or bad – about how our coffees taste.  If you’d like to leave some feedback we’d love to read it.

SUBSCRIPTION

WHICH COFFEE WILL I BE RECEIVING?

Our subscriber coffees are curated and picked by our roast team. They choose two different coffees every month – paired well to showcase different flavour profiles. Follow our website for more info.

HOW DO I CHANGE MY SHIPPING ADDRESS?

Log in to your account, go to My Account and click ‘Edit’ next to your address.

CAN I PAUSE OR CANCEL OR CHANGE THE FREQUENCY OF MY SUBSCRIPTION?

At the moment there is no option to pause your subscription. We always send a reminder 3 days before the next shipment is scheduled.

HOW DO I TRACK MY SHIPMENT?

You can track your package by clicking the tracking link in your shipping confirmation email. You will also receive delivery info and our carrier.

FREE SHIPPING?

Yes. We offer free shipping on all orders in Discovery Subscription. We think it’s easier this way.

WHOLESALE

DO YOU OFFER WHOLESALE DISCOUNT ON LARGE ORDERS?

Yes. Please contact us via mail sales@43factory.coffee and we’ll sort you out asap.

I WANT TO SERVE THE BARN COFFEE. HOW DO I GET STARTED?

We love to partner with quality people that appreciate our coffees as much as we do. Please get in touch with our wholesale team via this contact form.

LOCATIONS

WHERE CAN I DRINK YOUR COFFEE?

We have put together a little list and map of our coffee coffee, the link is here.

JOBS

HOW DO I APPLY FOR A JOB?

We always look for talented and motivated people to join our team. Please find all the information on how to apply here.