Frequently asked questions
Frequently asked questions

General

I WANT TO SERVE WAY COFFEE AT MY CAFÉ/BAR/RESTAURANT, HOW DO I GET STARTED?

Please fill out our wholesale contact form and we will get back to you!

I’M INTERESTED IN A JOB AT WAY, HOW DO I APPLY?

You can drop off your resume and motivation letter at our café or send us an email hello@way.gent

DO YOU OFFER FREE WIFI?

Yes!

Coffee

IS YOUR COFFEE FAIR TRADE AND/OR ORGANIC?

We purchase all of our coffee well above the fair trade price (which is a very low price). The standard Fair Trade price of coffee does not guarantee producer sustainability, farmer sustainability, or quality coffee. Some of our coffees might be certified organic, but we do not advertise this as such, since a lot of the other coffees we serve are also organically grown, but by producers or farmers who might lack the means to get certified. Instead of searching out these labels, we focus on quality and taste.

WHAT IS THE OPTIMAL TIME TO DRINK YOUR COFFEE AFTER THE ROAST DATE?

Our filter coffee is lightly roasted and tastes best 4 to 14 days after roasting. This does not mean it won’t still taste delicious at a later date, however its aroma’s will peak after about a week of rest. Espresso is roasted a bit darker and needs a bit more time to compose itself. Give it 10 to 20 days after roasting before putting it under pressure.

HOW FRESH IS MY COFFEE WHEN I RECEIVE IT?

We roast on Monday and Tuesday and ship on Wednesday. Depending on the shipping method, you will receive your coffee between 1 and 5 days after the roast date.

CAN YOU PRE-GRIND MY COFFEE?

Yes we can! Just select the ‘ground coffee’ option instead of ‘whole beans’ when you make a purchase.

MY COFFEE TASTES WATERY, WHAT DO I DO?

If your coffee tastes watery, first make sure you have the right ratio of coffee to water. 1 part coffee to 15 parts water is a great place to start. Check out our brew recipes to fine tune your coffee brewing method.

WHY CAN’T I MAKE COFFEE AT HOME LIKE THE COFFEE I DRINK IN YOUR CAFÉ?

We have a specialised water filter system, high quality burr grinders and other professional equipment. We keep the water at a specific temperature each time we brew. All these things and more help us ensure consistency and a great cup of coffee. If you are interested in upgrading your home brewing setup visit our Homebrewing page for tips and advice on where to invest.

DO YOU HAVE BREW GUIDES?

Yes, you can find them here.

WHY DON’T YOU OFFER LARGER SIZE BAGS?

We think it’s unnecessary to order in bulk bags unless you are a café, restaurant, or office. Coffee goes stale quickly if exposed to air, so unless you will be going through a 1 kg bag in less than a week, we recommend you stick to the 250 gr bags. If you order coffee weekly and would like a better price, check out our coffee subscriptions!

SHOULD I THROW THE BAGS IN THE TRASH OR RECYCLE THEM?

Well, you should definitely drink the coffee first, but after you should recycle the bag with other plastics.

Shipping

WHAT DAY WILL MY PACKAGE SHIP?

We ship online orders Monday through Friday. If a holiday falls on one of those days you can expect your coffee to go out the next available shipping day. The cut off time for getting your order in to ship the FOLLOWING day is 12pm. Examples: if you get your order in before 12pm on Monday, your package will ship on Tuesday; if you get your order in after 12pm on Thursday, your order will not ship until the following Monday. Note: Coffee Subscriptions always ship on Tuesday.

WHAT KIND OF SHIPPING SHOULD I CHOOSE FOR MY ORDER?

This depends on where you are and how fast you need your coffee.

I PLACED AN ORDER OVER A WEEK AGO, BUT HAVEN’T RECEIVED MY PACKAGE YET. WHERE IS IT?

First, check your tracking number that gets emailed to you upon shipping! If tracking states that the package has been delivered, contact us at coffeeroasters@way.gent.

DO YOU OFFER FREE SHIPPING?

We offer free shipping on orders of €50 or more within Belgium and €100 or more within the EU.

WHERE IN THE WORLD DO YOU SHIP?

We can ship coffee anywhere, but keep in mind that it is rather expensive to ship internationally. The recipient is responsible for paying all brokerage, duties, and taxes associated with international shipping.

IS MY PACKAGE INSURED?

All packages are insured within Belgium through our shipping partners. If your coffee is damaged upon arrival, we can ship you a new bag, no problem. Packages are only insured if they never show up, or the contents are damaged. Unfortunately it does not cover perishable items like coffee, and as long as it shows up (even if it takes a month) we cannot reimburse you.

WHAT IS YOUR RETURN POLICY?

A: For merchandise or brew equipment purchases:

If merchandise or brew equipment is broken or defective upon arrival, you may return or exchange the product within 30 days from purchase. If you want to make a return on merchandise or brew equipment that is not broken or defective, the product must be unused, in its' original packaging and within 30 days from purchase. If we receive the product and it appears to be used you will not be refunded. Heart does not cover the return shipping cost for the product. For international packages, we are willing to replace merchandise damaged in transit. However, we would need the damaged goods returned and unfortunately we can not cover the shipping costs. Please contact coffeeroasters@way.gent and we will get back to you with further information.

For coffee purchases:

We cannot guarantee refunds on coffee purchases. If you have purchased coffee beans from WAY and are not satisfied please email coffeeroasters@way.gent and we will get back to you with further information . If you have purchased a coffee subscription and wish to cancel, you can do so by logging in to your account and clicking ‘manage subscription’.

HOW WOULD A COFFEE SUBSCRIPTION WORK WITH SHIPPING COSTS OUTSIDE OF BELGIUM?

We only offer coffee subscriptions for those in the EU. Please email us prior to placing your order, so we can take your order over the phone. We will adjust the cost of the subscription to accommodate the extra shipping charges.

WHERE CAN I PURCHASE WAY COFFEE IN MY CITY OR COUNTRY?

Please feel free to email us at coffeeroasters@way.gent to get more information.

I drink
cups a day
We suggest 2 bags of 200 g size coffee every two weeks