Find The Info You Need
Customer Service
Payment
All prices are in EUR and include VAT. Payments are processed securely via Stripe.
We accept:
– Credit/debit card
– Bancontact
– Klarna
– Apple Pay (on compatible devices/browsers)
– Google Pay (on compatible devices/browsers)
Orders are prepared only after successful payment authorization.
If you run into checkout issues, email [email protected] and include your order attempt details (name + email used at checkout) or contact us through our chat bubble.
Returns
Consumers have a right of withdrawal within 14 days of receiving their order, in accordance with Belgian law.
Because coffee is a food product, opened coffee cannot be returned. Only unopened, sealed coffee is eligible for return.
How to start a return:
1) Email [email protected] within 14 days of delivery with your order number and what you want to return or contact us through our chat bubble.
2) We’ll confirm eligibility and provide return instructions.
3) Send the unopened item back (return shipping is at the customer’s expense).
Refunds:
– Processed within 10 business days after we receive and inspect the return.
– Shipping costs are non-refundable (unless required by law).
Return address:
LAZÓ Roastery
Vinkenlaan 2
1880 Kapelle-op-den-Bos
Belgium
Damaged or wrong item:
Email us within 48 hours of delivery with your order number + photos of the parcel, shipping label, and product.
We’ll fix it via replacement or refund.
Shipping
We deliver within Belgium only.
Dispatch days: Monday, Wednesday, Friday.
– Orders placed before 09:00 on a dispatch day ship the same day.
– Orders placed after 09:00 ship on the next dispatch day.
Carriers: bpost, Mondial Relay (or an equivalent carrier if needed).
Shipping rates (BE):
– bpost home delivery: EUR 3.99 (free on orders over EUR 45)
– Mondial Relay pickup point: EUR 1.99 (free on orders over EUR 45)
Delivery time:
Typically 1–3 business days after dispatch (indicative). Tracking is provided by email once your parcel ships.
Change/cancel:
Email [email protected] or contact us through our chat bubble as soon as possible. If the order hasn’t been sent yet, we can usually still adjust or cancel it.
Quality & Safety
Specialty coffee is a natural agricultural product, so seasonal and origin-based variation is normal. Differences in taste, aroma, acidity, body, or appearance do not constitute defects. Taste is subjective and is not a valid reason for return.
We roast in small batches and print the roast date on every bag.
If you believe there’s a genuine issue (e.g., wrong item, missing item, damaged packaging, transit damage), email [email protected] or contact us through our chat bubble within 48 hours of delivery with your order number and any relevant photos.
Traceability & recalls:
We maintain product traceability in accordance with EU Regulation 178/2002. In the unlikely event of a recall, we will contact affected customers with clear next steps.
Product Care
Storage:
– Store coffee in a cool, dry place away from sunlight and heat.
– Keep the bag sealed between uses (or use an airtight container).
– Avoid the fridge (humidity and odours).
– We don’t recommend freezing.
Freshness:
Whole beans stay fresh longer than pre-ground coffee. For best results, order whole bean and grind just before brewing.
Choosing your grind:
– Espresso: fine
– Moka: medium-fine
– V60/Kalita: medium
– French press: coarse
Not sure what to pick? Email [email protected] or contact us through our chat bubble with your brewer and grinder, and we’ll help.
FAQ
We ship Monday, Wednesday, and Friday. Orders placed before 09:00 on a shipping day ship the same day.
Typically 1–3 business days after dispatch. You’ll receive tracking by email.
Not at this time.
Yes, as long as it hasn’t been sent yet. Email [email protected] as soon as possible.
We roast in small batches. The roast date is printed on every bag.
Use the grind selector on the product page (Espresso, Moka, V60/Kalita, French press). If you’re unsure, email us your setup.
Opened coffee can’t be returned. Unopened, sealed coffee can be returned by contacting us within 14 days of delivery.
Email us within 48 hours with your order number and photos of the parcel + label + product. We’ll replace or refund.
Cool, dry, away from light/heat; keep sealed; avoid the fridge; we don’t recommend freezing.