Products:

1.

Which products are covered by warranty service?

All Palico coffee grinders and coffee makers are covered by a 1-year warranty. The warranty period for your product(s) starts on the original date of purchase as shown on your sales receipt or invoice. Warranty service is not covered for product(s) which have been altered and tampered.

2.

Do I need to register for warranty service?

No, our warranty service does not require registration. Warranty period starts on the original date of purchase as shown on your sales receipt or invoice automatically.

3.

Can I get my product(s) fixed even after the warranty has expired?

Please approach us if maintenance service is required. The repairing costs will be quoted separately on basis of its condition.

4.

Can I return or request for refund after purchase?

You can apply for return and refund within 7 days of receiving your purchase (based on delivery record). (<- link)

5.

How do I contact you if I have questions after purchase?

Please feel free to contact us through Whatsapp (5115 6262) or email (icy@palicoffee.net).

6.

I put coffee beans into the coffee grinder but no coffee ground comes out. What do I do?

The machine may be clogged when you grind fine coffee ground. Please check if the machine has power or not after plugging in power cord. If not, please contact us for maintenance. If yes, please turn on the machine and switch grind size to coarse setting to release the coffee beans.

7.

For Palico Pro Coffee Griner, which grind size is suitable for making espresso coffee grinder?

Every coffee grinder has little bit deviation on ground size. We suggest user can start from grinding size #4. The taste of espresso is depending various factors, including coffee bean roasting level, coffee ground size and coffee ground amount. You can try your own recipe or discuss with us to find out your favorite formula.

8.

Should I take out the hopper to clean my grinder?

It depends on design of coffee grinder but we sincerely suggest that contact us before you try to take out the hopper.

 

Palico Handy Grinder: We suggest using a soft brush to clean coffee ground that leaving in hopper. Cleaning with rice is another option after long time of use. (Please read Q.9)

 

Palico Aroma Coffee Grinder: You can take out hopper and burr. Then, use a soft brush to clean coffee ground that leaving in hopper. When you put back the hopper and burr, please make sure there is no coffee ground sticking on it. You can also clean the grinder with rice. (Please read Q.9)

 

Palico Pro Coffee Grinder: We do not suggest user twist out the bean hopper unless it is necessary. Any coffee ground may stay in between hopper thread, it may cause misalignment when user try to rotate back the hopper into grinder, it will damage the machine. (Please read Q.9)

9.

How do I clean my coffee grinder?

Coffee grinder cannot be cleaned by water but it may be clogged without cleaning after using for a long period of time. We suggest user using rice to clean coffee grind after using for a long period of time (i.e. at least using more than 6 months)

 

Coffee:

1.

How do I store my coffee?

We recommend keeping coffee beans in the original zip lock bag or in an air-tight container and storing in a dark, dry place to avoid direct sunlight and humidity.

2.

How long does coffee last?

Coffee does not have expire date but coffee beans will be oxidized when expose to air. We recommend enjoying the coffee within 3 months after roasting date.

3.

Is Fresh Roasted Coffee Better?

Not really. Coffee beans will undergo degassing process after roasted. It normally takes about 1-2 weeks. Coffee will have more favor, complexity, and dimension after degassing.

4.

Which grind size should I use?

It depends on which kind of coffee you would like to make. Our suggestion is as below:

Espresso Coffee: Fine setting

Hand Drip Coffee: Medium setting

French Press: Coarse setting

 

You may discuss with our team to find out the most suitable grind size for you.

 

Placing Order:

1.

How do I place an order?

Step 1: Visit our online store

Step 2: Add items you would like to purchase into cart and select “View Chart”

Step 3: Choose delivery method and payment method

Step 4: Fill in shipping information and billing information

Step 5: Click “Place Order”

2.

How can I pay for my order?

Cash: Limited to self pick-up only

Bank Transaction: Local bank transaction, transaction slip required

Paypal / Credit Card

Payme: Please contact us after placed the order(s)

3.

Can I purchase on-site?

You can visit our sale counter at RareCoffee to find you favorite products.

Address:

G/F, EDGE, 30 Kwai Wing Road, Kwai Chung, N.T. HK

Open Hours:

Monday – Friday: 8:00 – 18:00

Saturday – Sunday: 12:00 – 18:00

4.

Can I have an official invoice?

We will send you a confirmation email once received you order. If you would like to have an official invoice, please contact us, our team will be pleased to assist you.

 

Shipment:

1.

Where do you deliver?

We deliver to HKSAR only.

2.

How much does shipping cost?

We provide free shipping for order over HKD$800. For order under HKD$800, delivery fee is HKD$60.

There is HKD$30 surcharge for remote area.

3.

What shipping courier do you use?

We use SF Express.

4.

How do I track my order?

You can track your package through SF Express official website with tracking no. provided.

https://htm.sf-express.com/hk/tc/index.html

5.

When will my order be shipped?

For coffee bean purchase, we will arrange shipment on Fridays.

For any product purchase, we will arrange shipment within 2 working days after receiving the order.

We will contact you if there is any delay for the order.

6.

When will I receive my purchase?

Normally, you will receive you purchase within 3-5 business day after dispatch.

7.

Can I change my delivery address?

Yes. If the order has not been delivered, you can change your delivery address. We recommend calling us immediately upon realizing that the address may be wrong with your order.

8.

How can I change my order after it has been placed?

We do not recommend changing you order once it has been placed. If you need to change you order, please contact us immediately.

9.

If I received incorrect product(s) / extra product(s) I did not purchase, what do I do?

If you received incorrect product(s) or extra product(s) you did not purchase, please contact us immediately.

10.

I received my purchase which is damaged, what do I do?

If you received product(s) which is damaged upon arrival, please contact us immediately.