Frequently asked questions
Here is an overview of frequently asked questions. Maybe an answer to your question is already among them!
About Kaldi
What are your opening hours?
Kaldi Koffie & Thee's main office is open Monday through Friday from 9:00 am - 5:00 pm. During these opening hours we are available by phone and email.
The Kaldi shops each have their own opening hours. Want to know what time a Kaldi near you is open? View the specific shop page here.
Where are the stores located?
Kaldi has 25+ locations throughout the Netherlands. An overview of all Kaldi locations can be found on this page.
How can I contact you?
We are available Monday - Friday from 9 a.m. - 5 p.m.
You can reach us via:
- Phone: 023 - 200 21 32
- Email: klantenservice@kaldi.nl
Where are you located?
Kaldi Koffie & Thee has 25+ stores in the Netherlands. Click here for an overview of all our locations.
Our main office is located at Jan van Krimpenweg 7k, Haarlem, the Netherlands. For other contact details, please refer to our contact page.
What is Kaldi?
Kaldi Koffie & Thee is a Dutch franchise formula that has allowed all of the Netherlands (and even beyond) to enjoy the tastiest coffee & tea since 2000.
About orders
How to place an order?
Placing an order is very easy and fast through our webshop. Add your product to the shopping cart, go through the steps of the checkout process and pay safely via iDeal, PayPal or Credit Card, among others. When you order on weekdays before 22:00, we will ship your order the same day!
Of course, you're also welcome to visit your lokal Kaldi store to buy our products! Our experienced baristas can offer you personalized advice on the products so you know right away that your purchase is right for you.
How can I log in to my account?
Because we have switched to a new website system, your account may not yet be recognized. If you log in and your email address is not recognized, please create a new account.
Please use an email address that you have access to, as you will receive a code via email. Even if your account has been created, you will receive a verification code via email when you want to log in again. This method of logging in is more secure for your data than using a username and password.
Didn't receive an email? Check your spam or junk mail folder. Can't find the email there either? Please contact us.
At this time, you cannot view previous orders in your account. We are looking into a solution. Would you like to know what you ordered last time or do you have other questions? Please feel free to contact us.
I would like to receive the coffee beansground, how do I do that?
Would you like to receive your coffee beans ground? Then we would be happy to grind it for you.
On the productpage you can select the ground under 'Grind'. Please note that it is important that you select the grind for every bag of coffee beans you want to receive grounded.
Have you already ordered and did you find out that the grind is incorrect or would you still like to add a grind?Call us or send an email to info@kaldi.nl with your order number, the desired grind and which coffee the grind is intended for.
Why can't I buy my tea anymore?
Kaldi has switched to a different tea supplier. We now have a wider selection of 60 flavors.
We have a replacement for some of the teas from the previous range. The replacement is as close as possible, but not 100% identical.
| Previous assortment | New assortment |
|---|---|
| Anti Stress | Stress weg |
| Avondmelange | Goede Nacht Kruiden |
| Ceylon OP | Ceylon Blad OP |
| Chai Sansibar | Sinaasappel Chai |
| Darjeeling FTGFOP First Flush | Darjeeling FTGFOP1 SF |
| Earl Grey | Earl Grey Special |
| English Breakfast | Engelse Melange |
| Green Tea Ginger Lemon | Green Lemon Sencha Sinas Gember Sencha |
| Groene Jasmijn | China Jasmin I |
| Kaktus | Cactus groene thee |
| Knibbel Knabbel Knuisje | Wintergloed |
| Lady Grey | Damesmelange |
| Mannendroom | Nachtkus |
| Niet te Pruimen | Haardvuur Melange |
| Pure Africa | Natural Super Grade |
| Rooibos Caramel | Chocolade karamel |
| Sencha | China Sencha |
| Sinterklaas Thee - Surprise | Peperkoek |
| Tarry Lapsang Souchong | Formosa Lapsang Souchong extra sterk |
| Tempel van de Goden | Bamboebries |
| Verjaardagsthee | Verjaardagsthee |
| Winterthee Warme Sokken | Chai kruidenmelange Voor de open haard |
| Witte Parel van Fujian | Rode Parel |
| Zwarte Magie | Zonsondergang aan Zee |
How can I pay?
All our payments are processed through Shopify Payments.
We accept:
- Visa
- Mastercard
- American Express
- Maestro
- UnionPay
- iDEAL | Wero
- Klarna Achteraf betalen
- Paypal
- Apple Pay
- MobilePay
- Google Pay
- Shop Pay
- Bancontact
Your order will be shipped after the payments is received.
What is the delivery time?
your order will be delivered to your home or the designated delivery point in the Netherlands and Belgium within 1 to 5 business days. Delivery times to other countries are longer and depend on the country.
Some products are shipped from our warehouse, and some from our head office. Shipments from our head office may have a longer delivery time.
Order with ground coffee beans
If you have added a grind to your order, please take a longer delivery time into account. Delivery can take up to 3-4 business days in the Netherlands and Belgium. If the order is shipped to another country, it may take longer.
- If you order a JURA machine, the machine will be delivered within 2 to 5 business days, and you will receive a track & trace email from Kaldi and the delivery driver.
- If you order a De'Longhi or Sage product, the delivery time from the supplier is decisive. The order may come directly from the supplier and will be delivered by DHL. Alternatively, the product may be shipped from Kaldi together with the rest of the order. In that case, you will receive an email from our parcel delivery service. Delivery can take up to 5 business days.
Orders containing a grind, accessory, or certain maintenance products are always shipped with DPD.
Product out of stock
It is possible that a product you ordered is (temporarily) out of stock. In that case, we will always contact you by email or phone to inform you of the longer delivery time.
Do you have a question about your order or its status? Please contact us.
Do you charge shipping costs?
Within the Netherlands, with an order value of € 50.00 or more, we charge no shipping costs*.
Under € 50.00, shipping costs are € 6.99.
For Belgium and Germany, we charge no shipping costs for an order value of €70.00 or more.
Under € 70.00, shipping costs are:
- For delivery to Belgium, shipping costs are € 8.99.
- For delivery to Germany, shipping costs are € 9.99.
For delivery to the countries listed below, we charge no shipping costs for an order value of €80.00 or more.
Under € 80.00, shipping costs are:
- For delivery to Luxembourg, shipping costs are € 11.99.
- For delivery to France, shipping costs are € 13.95.
- For delivery to Spain, shipping costs are € 13.95.
- For delivery to Italy, shipping costs are € 13.95.
For delivery to the countries listed below, we will always charge shipping costs.
The shipping costs are:
- For delivery to Denmark, shipping costs are € 13.95.
I want to use my right of withdrawal, how does it work?
Each online order is subject to a withdrawal period of 14 days to return the product without giving reasons, starting from the day of receipt of the product by or on behalf of the addressee. The product can only be returned unused and, if possible, in its original packaging. Ground coffee can unfortunately not be returned. Machines must be returned unused and in their original packaging.
Kaldi shall reimburse all payments made by the consumer, including any delivery costs charged by Kaldi for the returned product, promptly but within 14 days following the day on which the consumer notifies it of the withdrawal. Unless Kaldi offers to collect the product itself, it may wait with repayment until it has received the product. For repayment, Kaldi will use the same means of payment that the consumer has used, unless the consumer agrees to another method. The refund is free of charge to the consumer.
To return a product, please address:
Kaldi Koffie & Thee
Afd. Retouren
Jan van Krimpenweg 7k
2031 CE Haarlem
For returning the order, the return costs are at your own expense. We advise you to return machines and expensive items insured.
We appreciate it if you sent us an email to info@kaldi.nl so we know that a return is coming our way.
I want to return a product that I bought in a store.
Have you purchased a product from one of the Kaldi stores and are you not satisfied with it? Please contact the store where you purchased the product.
They can help you return the product and arrange a refund. This cannot be done through the head office because the purchase agreement for the product was concluded with the store.
I received an incorrect or defective product.
This is, of course, very annoying! Please send a mail to info@kaldi.nl with your order number and we will find a suitable solution.
- Have you received a broken item? Please email along a picture of the label and a picture of where the product is broken.
- Did you receive the wrong product? Please email a photo of your entire order.
Once we have received your email with the corresponding photo, we will look for an appropriate solution.
I have not received my order, what should I do?
We know that it is very annoying when your order says delivered, but you haven't received a package.
To ensure that you still receive your order, we ask that you follow these steps:
- Check with your neighbors to see if they received your order.
- Is your package not there? Contact us via klantenservice@kaldi.nl and we will help you with the next steps.
Do you have other questions regarding your order? Please contact us.
What countries do you ship to through the webshop?
You can place an order in the webshop if the delivery address is in the Netherlands, Belgium, Germany, France, Spain, Italy, Luxembourg or Denmark.
We can send an order to a number of other countries within Europe. To find out if we can send Kaldi products to you, please send an email to info@kaldi.nl. . In the email, please indicate which products are involved, how much you would like to receive per product and the address to which the order should be sent. We will then see if we can send the order.
- If we are able to ship your order, you will receive an invoice from us with a payment link. Please note that shipping costs are charged regardless of the order value. Once we have received your payment, we will ship your order.
- If it is not possible to ship the order, we will get back to you via email.
Service & Warranty
Where can I go for service and warranty on purchased products?
For service and warranty, please contact one of the Kaldi stores or you can contact our customer service.
Service numbers manufacturers
For questions about machines and appliances within the stated warranty period, you can also contact the relevant manufacturer directly. They will ask you for serial numbers and purchase dates, please keep these handy. You will find the serial number on a sticker on the device (bottom or back) or on the original packaging.
Technical service Electrolux (AEG)
Phone number: 0172-468468
Website
Technical service ECM Manufacture
Espresso service il Caffe
Phone number: 073-5949764
E-mail: info@ilcaffe.nl
Website
Technical Service Krups
Phone number: 0318 - 582 424
Website
Technical service Saeco (Philips)
Phone number: 0900 202 11 77
Website
Technical service Gaggia (Stt Lelystad)
Phone number: 0320 - 237 930
Website
Technical service JURA
Phone number: 079 330 0790
Email address: service@nl.jura.com
Website
Technical service Siemens
Phone number: 088-424 4020
Website
Technical service Bosch
Phone number: 088-424 4010
Website
Technical service Philips
Phone number: 0900 202 11 77
Website
Technical service Melitta
Phone number: 0183- 642 642
Email address: info@melitta.nl
Website
Technical service Sage
Phone number: 0800 0201741
Website
Technical service Inventum
Phone number: 088-5422200
Email address: helpdesk@inventum.eu
Website
Technical service DeLonghi
Phone number: 076 - 523 36 00
Website
Technical service Princess
Phone number: 088-5940403
Email address: service@princesshome.eu
Website
Technical service Severin
Phone number: 0800 0202575
Website
How can I contact you?
Questions, comments and complaints you can report via phone or in writing by sending an e-mail to klantenservice@kaldi.nl. We always strive to reply to your message within two business days.
How do I file a complaint?
We are sorry that you are dissatisfied with a product or our service. You may report your complaint by phone or in writing by sending an email to klantenservice@kaldi.nl. Submitted complaints will be processed within 14 days. If assessment of the complaint takes unforeseen longer than 14 days, you will be notified within the stipulated 14 days.
We would like to refer you to our general terms and conditions, art. 16 on complaints procedure for more information.
If you have a complain regarding a store, please contact the store to discuss it. If you are not able to resolve the dispute with the store, contact us via info@kaldi.nl with the full story of the complaint.