Shipping policy

Last updated: 20 August 2026

This Shipping Policy governs the processing, shipping, delivery and local collection of products purchased through the Whisper Coffee online store operated by TREJD Sp. z o.o. (“Whisper Coffee”, “we”, “us” or “our”).

This Shipping Policy should be read together with our Terms of Service, Refund Policy and Privacy Policy. Nothing in this Shipping Policy limits any mandatory consumer rights under applicable law.

1. Order Processing

We normally prepare orders for dispatch or collection within 1–3 business days after the order and, where applicable, payment have been confirmed.

Orders placed on weekends or public holidays begin processing on the next business day. For the purposes of this Shipping Policy, business days are Monday to Friday, excluding public holidays in Poland.

In exceptional cases, including where a product requires additional preparation or temporary replenishment, processing may take up to 7 business days.

A different processing period may apply to pre-orders or other products where this period is clearly stated before the order is placed or has been separately agreed with the customer.

If we expect that we will not be able to meet the applicable processing period, we will notify the customer by email and provide an updated estimated dispatch or collection date.

Processing time does not include the carrier’s transit time.

2. Delivery Areas

We deliver within Poland and to selected countries of the European Union.

The destinations currently available are those for which at least one delivery method is displayed after a complete delivery address has been entered during checkout.

The availability of delivery to a particular destination may change due to carrier coverage, operational circumstances, legal or trade restrictions, or other circumstances beyond our reasonable control.

If no delivery method is displayed for an address before the order is submitted, delivery to that address is not currently available.

3. Delivery Methods

Within Poland, available delivery methods may include:

delivery to a parcel locker;
courier delivery.

For supported destinations in other European Union countries, orders are delivered using courier or other parcel delivery services available for the relevant destination.

The delivery methods available for a particular order are displayed during checkout. The carrier used may depend on the destination, the weight and dimensions of the parcel, the type of products ordered and carrier availability.

We may change the carriers and delivery services we work with without updating this Shipping Policy, provided that the delivery method, price and relevant conditions applicable to the order are presented to the customer before the order is submitted.

4. Local Pickup

Local pickup may be available from one of the following locations in Warsaw:

Whisper Coffee
ul. Targowa 67 LU1
03-729 Warszawa
Poland

Po Drodze
ul. Bagatela 11
00-585 Warszawa
Poland

The pickup locations currently available for a particular order are displayed during checkout. Availability may depend on the products included in the order, the location at which the products are held and current operational circumstances.

The customer must select a pickup location during checkout and wait until receiving confirmation that the order is ready for collection.

An order may be collected only from the location selected during checkout unless a change of pickup location has been confirmed by us in advance.

Orders may be collected during the current opening hours of the selected café or at another time expressly agreed with us.

The person collecting the order may be asked to present the order confirmation and provide the information necessary to identify the relevant order.

Collection from Po Drodze is provided solely as an additional pickup option. Regardless of the selected pickup location, the seller under the sales contract remains TREJD Sp. z o.o., which remains responsible for the order, payment, customer service, complaints, returns and refunds.

Any charge for local pickup, if applicable, will be displayed during checkout before the order is submitted.

Questions concerning an order, a change of pickup location or collection arrangements should be sent to kontakt@whispercoffee.pl.

If an order is not collected within the period communicated to the customer, we may contact the customer to arrange collection or another appropriate solution. Uncollected orders will be handled in accordance with Section 10 of this Shipping Policy, our Refund Policy and applicable law.

5. Delivery Times

Estimated delivery times, where available, may be displayed during checkout, included in the order confirmation or provided through the carrier’s tracking service.

Delivery time begins when the order is dispatched and does not include order processing time.

Unless a specific delivery date has been expressly agreed as guaranteed, delivery times are estimates and may vary due to:

weekends or public holidays;
seasonal demand;
carrier delays or disruptions;
adverse weather;
incorrect or incomplete delivery information;
circumstances beyond our reasonable control.

Unless a different delivery period has been agreed, products will be delivered without undue delay and no later than 30 days after the conclusion of the contract.

If we become aware of a material delay, we will contact the customer using the email address provided with the order. Nothing in this section limits the customer’s statutory rights in the event of delayed or missing delivery.

6. Shipping Costs and Promotions

Shipping costs are calculated during checkout and may depend on:

the delivery destination;
the total weight and dimensions of the order;
the selected delivery method;
the number or type of parcels required.

Shipping rates and available delivery methods may change from time to time. The final shipping cost applicable to an order is displayed before the order is submitted.

We may offer free shipping or discounted shipping subject to conditions such as a minimum order value, selected delivery destinations, selected delivery methods or promotional periods.

The free-shipping or discounted-shipping conditions displayed during checkout or in the applicable promotion at the time the order is placed will apply to that order.

7. Order Tracking

Where tracking is available, the tracking number or tracking link will be sent to the email address provided with the order after the parcel has been dispatched.

Tracking information may take some time to become active after the parcel has been handed over to the carrier.

If a parcel has not arrived within the expected delivery period or its tracking information has not been updated for an unusually long period, please contact us at kontakt@whispercoffee.pl and include the order number.

8. Customs, Duties and Taxes

Orders are dispatched from Poland.

Deliveries within the customs territory of the European Union are generally not subject to import customs duties.

Certain territories associated with European Union Member States may have separate customs or tax arrangements. Additional taxes, duties, handling fees or other charges may therefore apply to some destinations.

Unless such charges are included in the final price displayed during checkout, charges lawfully imposed by the authorities, customs agencies, carriers or other service providers in the destination territory are the responsibility of the recipient, except where applicable law provides otherwise.

9. Delayed, Lost or Damaged Shipments

For orders placed by consumers, the risk of accidental loss of or damage to the products remains with us until the customer, or a third party designated by the customer other than the carrier, takes physical possession of the products.

An exception may apply where the customer independently commissions a carrier that was not offered by us, to the extent provided by applicable law.

If a shipment:

is materially delayed;
appears to have been lost;
arrives visibly damaged;
contains damaged or missing products,

please contact us as soon as reasonably possible at kontakt@whispercoffee.pl.

Please provide:

the order number;
a description of the issue;
photographs of the parcel, shipping label and affected products, where reasonably possible.

Photographs may help us investigate the matter with the carrier, but failure to provide photographs does not in itself limit the customer’s statutory rights.

Where appropriate, we will investigate the matter with the carrier and provide a solution in accordance with our Terms of Service, Refund Policy and applicable law. A consumer is not required to pursue the carrier directly where we are legally responsible for delivery.

10. Incorrect Addresses, Failed Deliveries and Unclaimed Parcels

Customers are responsible for providing a complete and accurate delivery address and contact information.

If delivery information needs to be corrected, the customer should contact us immediately. We cannot guarantee that an address can be changed after an order has been processed or dispatched.

If a parcel is returned to us because:

the address provided by the customer was incorrect or incomplete;
delivery could not be completed due to circumstances attributable to the customer;
the parcel was not collected within the period specified by the carrier,

we may, to the extent permitted by law, require the customer to pay reasonable additional return or reshipping costs.

This does not apply where the delivery problem resulted from an error attributable to us or from a carrier issue for which we are legally responsible.

Failure to collect a parcel does not by itself constitute a clear statement of withdrawal from the contract. A customer wishing to exercise a right of withdrawal should submit an explicit withdrawal statement in accordance with our Refund Policy.

Any refund relating to an undeliverable or unclaimed parcel will be handled in accordance with our Refund Policy and applicable law.