FAQ
Please always reference your order number when inquiring with our team.
WHEN WILL MY ORDER BE SHIPPED?
We roast every Tuesday and dispatch of orders are every Monday, Wednesday and Friday.
I RECEIVED MY ORDER BUT IT WAS INCORRECT
Please reach out to us with a photo of the item you received, we will organize a new delivery of the correct item(s) or issue a refund.
WHERE DO YOU SHIP?
Anywhere & everywhere!
CAN I PICK UP MY ONLINE ORDER AT ONE OF THE COFFEE BARS?
No, webshop orders cannot be picked up from the coffee bars.
WHO DO YOU SHIP WITH?
We work with Postnord and DHL
POSTNORD ESTIMATED DELIVERY TIMES
Denmark 1-3 business days EU 3-10 business days
North America 7-14 business days
Australia 7-14 business days
South East Asia 12-24 business days
China & Hong Kong 7-14 business days
International packages could be up to 15 days wait
MY PACKAGE IS NOT MOVING OR LOST?
Once the package has been handed over to the local postal service, we no longer have anymore information regarding the package. Please get in contact with them for any inquiries into your parcel.
If 30 days have passed and you still have not received your package, please contact us at hello@prologcoffee.com and we will organize a refund.
HOW SHOULD I BREW YOUR COFFEE?
Please visit the learn > brew guides section on our website to see how we approach each brew method. If that information does not answer your questions then please reach out to us and we would be happy to chat with you on approaching a particular coffee.
CAN I USE MULTIPLE DISCOUNTS?
Unfortunately you cannot combine discounts on one order.
SUBSCRIPTION
WHAT ARE THE DIFFERENCES BETWEEN THE SUBSCRIPTIONS?
Monthly - receive it ongoing every month
Prepaid 3 & 6 month - prepay for all months and pay for shipping only on the first shipment
MY CARD DECLINED, EXPIRED ETC, SHOULD I LET YOU KNOW?
YES! In order for your subscription to stay on track we need to re-adjust the dates if the payment did not go through on the 24th of the month.
I DIDN'T RECEIVE MY SUBSCRIPTION THIS MONTH
First please check if your payment was declined on the 24th of the month. When the payment does not go through on the 24th of the month then your subscription will not be sent that month because it missed the deadline. Let us know immediately and we can send the coffee as soon as possible and re-adjust the dates so everything will continue smoothly.
Second, check your address to see if it was sent to the correct place.
I DIDN'T HAVE TIME TO PICK UP MY PACKAGE FROM THE SERVICE POINT AND IT GOT SENT BACK, WHAT NOW?
It is your responsibility to pick up your package within the time frame at the service point. We cannot accommodate resending your parcel and you do not have the right to a refund.
I BOUGHT MORE COFFEE ALONG WITH MY SUBSCRIPTION, WHEN WILL IT ARRIVE?
We ship it right away.
I NEED TO CHANGE MY EMAIL, ADDRESS OR PHONE NUMBER?
You can log into your account and adjust any delivery/contact details. If you need help feel free to contact us and we would be happy to change those details for you.
Yes! Log int your account and you can adjust the date of delivery. Send us a message if you run into any troubles and we can make the adjustments for you.
CAN I CHANGE MY SUBSCRIPTION FROM FILTER TO ESPRESSO?
Yes! Please reach out to us and we can change it.
WHAT SHOULD I KNOW BEFORE SIGNING UP FOR A SUBSCRIPTION?
We ship the coffee every FIRST Monday of the month
The 24th day of the month is the deadline for signing up for the coming months subscription.