FREQUENTLY ASKED QUESTIONS

PRODUCTS

WHERE DO YOU ROAST YOUR COFFEE?

SUSA Red is roasted in Kigali, Rwanda, a few hundred miles from the Cooperative, which is near Lake Kivu.

HOW MANY CUPS WILL I GET OUT OF A 227g BAG?

This is not a straightforward question to answer but we can work with the SCAA definitions and guidelines to provide more information for you. The SCAA (and most coffee machine manufacturers) define 150 ml as a cup. Using this figure and the golden ratio of 1:18, we therefore need 150 ml/18 = 8.3 grams of coffee per cup.

Cups (brewed, 

150 ml each)

 Grams of coffee 

 Tablespoons 

1

 8.3 

 1.6

2

 16.6

 3.2

5

 41.5

 8

6

 49.8

 9.6

8

 66.4

 12.8

10

 83

 16

12

 99.6

 18.2

14

 116.2

 22.4

20

 166

 32

27

 225

 43.2

IS THERE A SUBSCRIPTION OPTION?

We don’t have this in place yet but please subscribe to our newsletter and we’ll let you know as soon as you can sign up for a regular or a monthly order of your favourite SUSA product.

HOW SHOULD I STORE MY COFFEE AND TEA?

All tea and coffee is best stored sealed and in a cool, dry place.

WHERE DO YOU SOURCE YOUR TEA?

We source our tea from the best plantations in Rwanda.

CAN I BUY SUSA PRODUCTS ANYWHERE ELSE?

No, unfortunately SUSA is only available online.

IS YOUR PACKAGING BIODEGRADABLE?

We use earth-friendly, biodegradable pouches made from 60% renewable plant-based resources. You will notice the unique texture of our packaging as soon as it arrives. There may be a few scuffs and faded areas, but please be assured this is the nature of our renewable material and not our careless packing skills. This is not your standard plastic lined pouch. And we wouldn't have it any other way.

Order and Delivery

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept most major credit and debit cards including prepaid cards and American Express. We also accept PayPal.

IS POSTAGE INCLUDED?

Postage is not included in the product price. This will be calculated at checkout based on the product value and delivery address given.

CAN I CANCEL MY ORDER?

You can cancel your order without incurring any charge at any point before the item is shipped. This is usually within 24hrs of placing an order with us. Please contact our customer services team to arrange this at info@susacoffeeandtea.com and quote your order number. For further details please see our Returns and Refunds policy.

HOW WILL MY ORDER BE DELIVERED?

We deliver to all UK addresses via Royal Mail’s 48hr Tracked service – including Northern Ireland, Jersey, Guernsey and the Isle of Man. Our boxes are designed to fit through most letterboxes. But don’t worry, you can also specify a safe place to leave it when you order, just in case it won’t fit. If there’s no safe place, they’ll leave you a card so you can re-arrange the delivery or pick it up at your local depot.

DO YOU SHIP OVERSEAS?

We’re sorry – at the moment we can only deliver to UK addresses.

WHAT IS YOUR RETURNS POLICY?

All our parcels are carefully packed by hand, and we go to great lengths to ensure they arrive in pristine condition. In the unlikely event that you are not completely satisfied, please get in touch with our team at info@susacoffeeandtea.com and our customer services team will put things right. For full details on our Returns Policy, please see our Terms of Service.