Frequently Asked Questions

How will my orders be delivered and when will I receive my coffee?

All new orders will be shipped out on the next working day, and subsequently, your delivery frequency will be based on what you've indicated under your 'Preferences' (with the help of Hook's Coffee Calculator). We ship all orders using SingPost normal mail. We’ve chosen to use the normal mail service because you don’t have to wait at home to receive your coffee or be afraid to miss the delivery – we’ve thoughtfully designed the packaging to fit standard mailboxes where your coffee will be dropped off, so no more post-office runs necessary!

You really have little to worry about especially if you've subscribed for regular delivery! After your first bag, you will notice that your coffees will magically appear in your mailbox without even doing a thing! And it'll always be fresh.

We find our local mail officers extremely reliable and efficient – this is Singapore after all! We’re confident SingPost will get the coffees to you within 2-4 working days. However, if your coffee somehow doesn’t reach you after the fourth day, drop us an email and we’ll send you another bag immediately the next day.

How flexible is Hook’s subscription service then?

Although technically we offer a subscription service, we hate calling ourselves a subscription-based coffee company because subscriptions are usually inflexible and we know commitment can be a scary thing. We won’t tie you to any contract – you can edit, pause or cancel your subscription at any time, with zero commitment. You can even customise your delivery frequency using our Coffee Calculator - you'll never have to worry you'll get more than you need, or worse, run out mid-week! Learn how you can edit, pause or cancel your subscription by reading the “Managing Your Account” section.

Why does Hook use a subscription model?

We know that coffee is like a daily ritual to many. Not having a good cup of coffee to kick-start your day is probably the worst thing that could happen, not to forget that much needed perk-me-up in the afternoon. That aroma of freshly roasted coffee is an additional bonus to look forward to. So at Hook, we strive to ensure you won't ever have to run out of the coffee you love. We also believe in always having a supply of freshly roasted coffee so we’d rather send you your beans frequently than let you stock up and accumulate stale coffee in your pantry! This is why we've built our Coffee Calculator to help you determine your delivery frequency based on your coffee consumption. You'll never have to worry you'll get more than you need, or worse, run out mid-week!

We promise to send out your coffee to you within a week of roasting – there’s no compromising on that. You only pay when your coffee is sent out to you and we cover all shipping costs. We currently do weekly or fortnightly subscriptions, but are working towards customising your subscription based on your personal rate of coffee consumption! It’s certainly not an easy task to do, but it’s our mission to ensure you drink only the best and freshest coffees.

Likewise, you won't need to stock up on Nespresso capsules when you have a steady and reliable supply of ShotPods!

How do I start?

Just click on any of those yellow ‘GET STARTED’ buttons and we’ll bring you through 3 quick questions on how you brew and enjoy your coffee. Our intelligent recommendation engine will recommend something specially for you from our coffee range or ShotPods range. You can either go with our recommendation or choose something else if you’re feeling adventurous.

If you're not a Nespresso user, we’ll ask you to choose how you want your coffee to be packed – whole beans, ground according to your preferred brew method, or in our super convenient coffee drip bags!

Our Coffee Calculator at checkout will help you determine your ideal delivery frequency, based on your coffee consumption. You can even choose if you want the same coffee each time, or ask to be surprised (which means we’ll send you different coffees from our range every time so you can try them all)! Finally, sit back, relax, and our coffee will be on its way to you.

What is the Hook Coffee Calculator?

We've built a Coffee Calculator to help you determine and customise your delivery frequency based on your coffee consumption.

The Coffee Calculator can be found on the checkout page (if you're placing an order for the first time) or your Account page (if you're an existing customer).

You'll never have to worry you'll get more than you need, or worse, run out mid-week!

Why do I need to pick flavours that I like?

Hold up! Just in case you’re wondering, no, we don’t add any flavouring to our coffees! If we had an ingredient list, there would only be coffee and love.

Specialty coffee is often likened to wine each batch of coffee has its own unique characteristics and nuanced flavours. In order for us to recommend you a coffee you’ll love, we’ll need to get to know your sensory taste profile. If you have no preference, that’s fine – we will recommend you a coffee based on how you make your coffee and how intense you like it.

Why do I need to indicate how intense I like my coffee? What does “intensity” mean anyway?

The intensity of your coffee depends very much on the roast profile of the beans so if you prefer a bold cup with more depth we would likely recommend you a coffee with a higher roast degree i.e. a darker roast, and vice versa. But don’t confuse intensity with strength – the caffeine level in all beans hardly varies, if at all. The brew method however, does affect the caffeine level, but only slightly. Not to get into the nitty-gritty details but just to debunk a myth, espresso coffees actually have the lowest caffeine level because of the high speed of extraction – espressos only seem more “strong” because of the high pressure during the extraction process which produces that characteristic crema.

Why do I need to specify my brew method?

The simple answer is that different coffees go better with different brew methods or apparatuses. For example, La Dulce Vida tastes so much better using the drip method, say in comparison to the espresso. There’s science behind that, but we’re not great at explaining scientific concepts. We’re coffee geeks though, and have been brewing our own coffee for years – hopefully that’s worth something!

When viewing our full range of coffees, you can click on your preferred brew method(s) and we’ll reshuffle the coffees based on which coffees we feel are best suited to your chosen method.

And of course, if you're using a Nespresso machine, we'll only recommend coffees from our ShotPods range.

Does Hook do wholesale/bulk order?

Yes we do! If you would like to make a bulk order, do email us at hola@hookcoffee.com.sg.

Where can I try Hook’s Coffees?

We’ll be having pop-ups around Singapore every now and then. Follow us on Facebook (@Hook Coffee) and Instagram (@hook_coffee) for updates.

How much are Hook’s coffees?

Very valid question! :) Our coffees are all priced at $18 (see next question for our rationale). Our ShotPods are all priced at $16 for 20 pods. The standard whole beans or ground coffee come in 250g bags which will make approximately 12-25 cups of coffee (depending on brew method), while our super convenient coffee drip bags come in 10 x 10g sachets. You only pay when your coffee is sent out to you and postage is free of charge!

We left the price out on Our Coffees and ShotPods pages because we wanted the spotlight to be on our coffees – their origins, their producers, and their characteristics. It’s these factors that define the quality of our beans, not the price.

Does Hook do decaffeinated coffees?

At the moment, we don’t offer decaffeinated coffees. There are a couple of ways to decaffeinate coffees – most of them involve some form of chemical treatment and we very much prefer staying away from unnatural chemicals! The less common alternative uses activated carbon filters, but the process is a lot more complicated. If there’s enough demand for it, we’ll definitely work something out, so let us know if you would like us to offer decaf options!

Why are Hook’s coffees more expensive that those “fresh” coffees found in supermarkets?

Please don’t compare our coffees to what you find at the supermarkets? When you open your coffee bag and the aroma hits you, you will immediately know why. Yes, we’re that confident! When you taste the coffee, you’ll be even more convinced that coffee really tastes different when it’s freshly roasted.

Our coffees are all specialty grade with a score of 80+ from the Specialty Coffee Association of America (SCAA) (which basically means they’re top quality stuff), sustainably grown and ethically produced, and as much as possible direct-traded. Direct-traded coffees are either bought directly from farmers or a co-operative of farmers. We’ve adopted the Direct Trade model to give you traceability of our coffees and ethical choices. Our farmers receive a bigger share of the final retail value (10-25% more than Fairtrade) and this is just one of the ways we show our appreciation for their skills and hard work as growing and processing specialty coffee is a real art.

We aren’t 100% Direct Trade yet, but we’re definitely getting there. Furthermore, all of Hook’s coffees are lovingly hand-roasted in Singapore with state-of-the-art roasters to tailor the roast profile according to the beans and to ensure consistency, then sent out to you within a week of roasting with absolutely no postage charge.

Why can’t Hook send out my coffee to me as soon as it’s roasted?

Apart from giving us time to sort out backend logistics, it takes on average 1 week for freshly roasted coffee to “degas”, which helps the beans to settle and gives you a more balanced cup. We’ll send out your coffee to you within a week of roasting and by the time you receive it, you’re all set for a perfect cup of coffee.

Are the coffees flavoured? Why can’t I taste the “flavours”?

There are no additives/flavourings/sweeteners – the tasting notes are the natural characteristics and flavour-quirks of the coffees (depending on where they were grown)!

This also means that the tasting notes are delicate and nuanced, complementing the taste of coffee well.

Hitting it on the nail is a bit of a trial and error process. The grind size can make a big difference. If it’s too fine, the coffee would be over extracted and the nuanced flavours can't come through, and vice versa if the grounds are too coarse.

Remember to use hot water between 90-95 deg celsius. Anything higher, the coffee would be “burnt” and any lower, it won’t be extracted well.

Lastly, we’d advise to let the coffee cool a bit before indulging because heat masks your taste buds!

To watch our video brew guides, go to https://goo.gl/bVlIZS.

Can I have 2 ongoing subscriptions for coffees and ShotPods?

Absolutely! You can manage your subscriptions for both your coffees and ShotPods on your account page under the respective tabs. You'll be able to manage your choice of coffee and ideal delivery frequency separately.

How do I change the frequency of delivery?

Under the ‘Preferences’ tab on your account page, use our Coffee Calculator to determine the ideal delivery frequency for you based on your coffee consumption. With our Coffee Calculator, you'll only drink the freshest coffees - you'll never have to worry you'll get more than you need, or worse, run out mid-week! Again, please make changes to your delivery frequency at least 48hours before your next coffee is due to be sent out to you, otherwise it will only take effect on the following order. Do remember to save your preferences.

What is the cut-off time if I need to make changes to my subscription/order?

As promised, we won’t tie you to any contract – you can edit, pause or cancel your subscription at any time, with zero commitment. Our account management page has been engineered to allow you to change your preferred delivery date and frequency, choice of coffee (or ask to be surprised), how you want your coffee grounded, your delivery address etc.

However, these changes have to be made 48hours before your next coffee is due to be sent out to you, otherwise it will only take effect on the following order. The advanced notice would be really helpful for our hardworking packers who caringly personalise and pack your coffees in time for delivery. We’re trying our best to improve this cut-off time to give you greater flexibility, and will let you know as soon as we do!

How do I change the coffee that I will receive?

Under your account page, you will be able to see which coffee we will be sending you next. If you decide that you want another coffee, simply go to Our Coffees page and click on the ‘Send me this next’ button of the coffee you want! Just remember to do so 48hours before your next coffee is due to be sent out to you, otherwise it will only take effect on the following order.

If you are the adventurous sort, you can always ask us to surprise you with different coffees each time by choosing the “Surprise Me” option under the ‘Preferences’ tab on your account page. Do remember to save your preferences.

What happens when I pause my subscription?

If you are going away on a trip you can always pause your subscription, but let us know at least 48hrs before your next delivery is due. The “Pause” option is under the ‘Subscriptions’ tab on your account page. We’ll put your subscription on hold for a month while you enjoy your holiday! No deliveries will take place until a month later unless you manually resume your subscription (which makes sense if your trip is shorter than a month). When you resume your subscription, your subscription will start running from the date you resume your subscription.

What happens when Hook Coffee runs out of my favourite coffee?

We understand that you might prefer sticking to one particular coffee you've fallen in love with, just as most people do with cologne or perfume! However, all specialty coffees are seasonal and we're bound to let go of certain coffees and replace them with others or wait for the next lot. In the event we've run out of your favourite beans, we'll notify you via email and give you the option of opting for another coffee you'd like to try or leaving it to our recommendation engine to choose one for you based on your brew method and sensory taste profile. Please don't fault us for this! We're trying our best to be well-stocked with everyone's favourites or at least, to have an extensive enough range so there'll always be at least one coffee you can't get enough of!

How should I store my coffee to maximize its freshness?

Mum might have told you keeping coffees in the fridge or freezer, or any food/drink really, is the best way to preserve their freshness and extend their shelf life. Unfortunately, mum’s wrong this time (sorry, mum!). When it comes to storing coffee, the key elements to protect it from are excessive air, moisture, heat and light. The pouches we use to pack and deliver your coffees are perfect for doing all that, while allowing just enough carbon dioxide to escape through the little one-way valve to prevent bloating (coffee releases carbon dioxide after they’re roasted – that’s the degassing process we were talking about earlier). You can always transfer your coffees out, as long as it’s in an airtight container and kept in a cool, dry place.

Can you advise me on the different brew methods?

We’ve prepared a playlist of brew guide videos here (https://www.youtube.com/watch?v=z9jSCnXXuts&list=PLkyk5hA4H-AWEGxIk2cytVw28KlJJo2Qj) which includes information on making coffee with aa dripper (or commonly referred to as a V60 or Pourover), Stovetop Moka Pot, French press, Aeropress, and our super convenient Hook coffee drip bags! Our brew guide isn’t necessarily the best and it’s been simplified a little for those who aren’t as geeky as us. Let’s just say there’s no perfect brew method — it’s just a matter of personal preference. Then again, all our coffees are sourced from the world’s best farms and are freshly roasted, so they taste and smell divine regardless!

How do I pay for my order(s) and how do I know my payment information is safe?

Once you’ve chosen your coffee and told us how you want it packed and when/how frequently you want it delivered, we’ll bring you to the payment section. We accept almost any credit card! If you can’t place your order, please drop us an email and we’ll sort it out for you! Rest assured that you only pay when your coffee is sent out to you i.e. weekly or fortnightly.

All payments are processed by a company called Stripe. They use an extremely advanced and safe security system and handle payments for other online businesses such as Kickstarter, Twitter, Pinterest, Shopify, Fitbit and many more! Stripe has also been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available.

We are currently also in the process of being SSL certified.

My order has not arrived, what should I do?

All new orders will be shipped out on the next working day. You'll only have to wait for your first bag as your subsequent bags will be sent out to reach you just as you're running out of coffee (and we'll know this through Hook's Coffee Calculator).

We ship all orders using SingPost normal mail. We’ve chosen to use the normal mail service because you don’t have to wait at home to receive your coffee or be afraid to miss the delivery – we’ve thoughtfully designed the packaging to fit standard mailboxes where your coffee will be dropped off, so no more postoffice runs necessary!

We find our local mail officers extremely reliable and efficient – this is Singapore after all! We’re confident SingPost will get the coffees to you within 2-4 working days (although SingPost says 3-5 on their website). However, if your coffee somehow doesn’t reach you after the fourth day, drop us an email or phone us and we’ll send you another bag the next day!

Help! I can’t log in to my account!

An account is only created after you've made your first purchase. If you haven't made a purchase with us before, you can go through "Get Started" and use our recommendation engine to choose which coffee you'd like.

If you’ve forgotten your password, you can reset it easily on the Log In page. If you still can’t log in, fret not! Email us with your full name, email address, home address (if you’ve ordered from us before) and we’ll make the necessary amendments for you.

How does the redemption of a ‘free bag of coffee’ work?

When redeeming a free bag of coffee, your next subscription order of coffee will automatically be free.

How do I redeem my points?

Simply log into your account, and under the Rewards tab, you'll be able to see which items are available for redemption. We will constantly update the list of gifts redeemable! If there are any items in particular that you would like to see on the list, do drop us an email at hola@hookcoffee.com.sg!

How does it work?

If you have an active subscription with Hook Coffee, with every bag of coffee you buy you accrue 200 points. If you've purchased a bag from the Black Gold edition, you'll get 300 points.

If you currently do not have an active subscription with Hook Coffee, with every bag of coffee you buy you accrue 50 points. If you've purchased a bag from the Black Gold edition, you'll get 75 points.

Why subscribe and get more points?

When you subscribe, you get more points, so over a period of time, you'll accumulate more points and get to redeem more free gifts!

And who doesn't love free gifts?

Do my points ever expire?

Nope, just like our friendship, your points won't ever expire! :)

How are Hook’s Shot Pods different from Nespresso®’s?

Great question! Well, for one, as like almost all of our coffees, the coffees that make it into our pods are direct-traded*. Direct-traded coffees are either bought directly from farmers or a co-operative of farmers and we’ve adopted this model to give you traceability of our coffees and ethical choices. Our farmers receive a bigger share of the final retail value (10-25% more than Fairtrade) and this is just one of the ways we show our appreciation for their skills and hard work as growing and processing specialty coffee is a real art.

Our coffees are also specialty-grade Arabica beans with a score of 80+ from the Specialty Coffee Association of America (SCAA) (which basically means they’re top quality stuff), sustainably grown and ethically produced, and as much as possible direct-traded.

To do our farmers and beans justice, the beans are roasted with love and care to achieve the perfect balance, body, and aroma in every espresso shot, and to bring out their natural qualities and flavor-quirks. They’re freshly roasted and packed immediately, then shipped right to your door.

And you know what? Because we don’t engage celebrity ambassadors to market our pods (#wedontneedGeorge), we can pass on the savings to you for an even greater experience overall, and let our pods speak for themselves.

If you think of any other ways we can be better than Nespresso®, drop us an email at hola@hookcoffee.com.sg!

What is Hook Coffee’s affiliation with Nespresso®?

Hook Coffee and its products are not endorsed by, sponsored by, licensed by or approved by Nespresso® or any of their affiliates.

Are Hook’s Shot Pods compatible with all Nespresso® machines?

Yes! Our Shot Pods are compatible with most Nespresso® machines. We do receive some feedback, however, that it can have compatability issues in the Nespresso U machine. But we are working on it!

The foil base, compared to a rigid base of other compatible capsules, provides light piercing pressure at 2kg – exactly the same as Nespresso®’s capsules. The soft construction of the pods also provides better extraction and compatibility with all versions of Nespresso® machines.

If you have questions about your Nespresso® machine and whether our capsules will work in them, please contact us at hola@hookcoffee.com.sg.

How much do the ShotPods cost?

The ShotPods are sold in sets of 20 pods and cost $16 (includes free delivery). That’s 80cents a pod! By selling directly to you without large corporate overhead and expensive retail stores, and because we don’t engage celebrity ambassadors to market our pods (#wedontneedGeorge), we can pass on the savings to you for an even greater experience overall, and let our pods speak for themselves.

How do I know the pods are safe and fresh?

All our Shot Pods are freshly roasted and packed immediately after roasting. The Thermoformed food grade PP (polypropylene) plastic material provides superior oxygen barrier properties and pods are hermetically sealed - this ensures optimum freshness and a shelf-life of 3 years! But of course there’s no need to stock up, since we’re able to deliver fresh pods straight to your door as soon as you run out!

Also, not to worry, our capsules do NOT contain BPA, phthalates or any toxic halogens.

How do I recycle my pods?

We’re glad you asked! Our Shot Pods are made of Thermoformed food grade PP (polypropylene) plastic. Each component of your pod - including the capsule and foil seal - is recyclable but will need to be separated. To do this, simply peel off the foil, scoop out the coffee grounds (which are great plant fertilisers) and recycle accordingly!

As part of our commitment to sustainability, we're also currently doing research and development of our proprietary 100% biodegradeable pods. We can't wait to tell you when they're ready!

Are your pods compatible with other machines?

Nope, we’ve only perfected the Nespresso®-compatible pods, but we’ll be sure to let you know when we offer pods that are compatible with other brands.

How do I order pods?

Just click on any of those yellow ‘GET STARTED’ buttons and we’ll bring you through 3 quick questions on how you brew and enjoy your coffee. Our intelligent recommendation engine will recommend you a coffee from our ShotPods range. You can either go with our recommendation or choose something else if you’re feeling adventurous. Our Coffee Calculator at checkout will help you determine your ideal delivery frequency, based on your pods consumption. You can even choose if you want the same coffee each time, or ask to be surprised (which means we’ll send you different coffees from our range every time so you can try them all)! Finally, sit back, relax, and our coffee will be on its way to you.

Alternatively, you can go straight to our 'ShotPods' page to choose which pods you'd like.

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