FAQ
Do you have a question? In many cases, you’ll find the answer right away here. We’ve listed the most frequently asked questions for you, so you can quickly get back on track.
Ordering & Payment
Which payment methods do you accept?
We accept iDEAL, credit cards (Visa and Mastercard), Apple Pay and Google Pay. Payments are always secure. We never see or store your payment details.
Can I change or cancel my order?
Yes, as long as your order hasn’t been packed yet. Email webshop@stach-food.nl as soon as possible with your order number, and we’ll do our best to sort it out. Has your order already been shipped? You can simply return it once you’ve received it (see our returns policy).
Will I receive an order confirmation?
Yes. You’ll receive an order confirmation by email right after placing your order. Once your package is on its way, you’ll receive a track & trace link. Haven’t received anything? Check your spam folder or get in touch with us.
Shipping & Delivery
How much does shipping cost in the Netherlands?
Letterbox parcel: €3.50 (chocolate only, up to approx. 4 bars). Standard parcel: €7.50 (for larger orders). Shipping within the Netherlands is free on orders over €50. In-store pickup is always free.
How quickly will my order be delivered in the Netherlands?
Order before 2:00 PM on a weekday and we’ll process your order the same day. PostNL usually delivers within 1 to 3 working days.
Can I pick up my order?
Yes! Select ‘Pick up in store’ at checkout. You can collect your order from STACH at Jan Pieter Heijestraat 141 in Amsterdam as soon as you’ve received your confirmation email. In-store pickup is free.
Do you also deliver outside the Netherlands?
Yes, we deliver to any country you can select at checkout. Shipping costs vary by destination, are shown before you complete your order and are paid by the customer.
Our products
Where does your coffee come from?
Our coffee is a blend of two distinctive origins. The Brazilian beans (Catuaí and Novo Mundo) come from three family-run farms in Norte Pioneiro: Fazenda Santa Mariana, Sítio Teixeira and Fazenda São Carlos. Located on the Tropic of Capricorn, the region’s cooler winters allow the coffee cherries to ripen more slowly, giving the beans extra sweetness.
The Indonesian Robusta comes from ASNIKOM, an award-winning farmers’ cooperative in East Manggarai on the island of Flores, where Robusta is processed with the same care and attention as Arabica.
The beans are imported and roasted in the Netherlands by Special Roast in Amersfoort, using a 1965 Probat roaster and a roasting time of around 11 minutes per batch. Expect notes of dark chocolate and dried berries, a rich, rounded body and a finish of almond and honey. And good to know: more than 60% of the green coffee price goes directly to the farmers.
How long does the coffee stay fresh?
Our coffee is freshly roasted and is never more than 30 days old when shipped. It doesn’t get much fresher than that. Once opened, the coffee is at its best within 4 to 6 weeks. Store the beans in an airtight container, away from light and at room temperature. Do not store them in the fridge.
What is the shelf life of the chocolate?
Our chocolate has a shelf life of at least 4 months when delivered. Store the bars in a cool (15–18°C), dry place and avoid keeping them in the fridge. This will help the chocolate stay glossy and crisp.
Are your products suitable for people with allergies?
You’ll find a full list of ingredients and allergen information on each product page. Our chocolate is produced in a facility that also handles nuts, milk, soy and gluten, so traces of these allergens cannot be ruled out. Not sure? Please contact us before placing your order.
Can I order the chocolate bars as a gift?
Yes! Simply select gift wrapping (€2.50) at checkout. We’ll wrap your order beautifully and can add a handwritten card with your personal message.
Returns & Complaints
Can I return my order?
Yes, you can return your order within 14 days of receiving it, as long as the packaging is unopened. Unfortunately, we cannot accept returns of opened coffee or chocolate for hygiene reasons (a legal exception for food products). Bags can always be returned as long as they are unused. See our returns policy for instructions.
My order arrived damaged. What should I do?
Sorry about that! Send a photo to webshop@stach-food.nl within 48 hours and we’ll either send you a replacement free of charge or give you a refund, whichever you prefer. There’s no need to return the damaged product.
I have a complaint. Who can I contact?
Email us at webshop@stach-food.nl. We’ll respond within 2 working days and aim to resolve your complaint within 14 days. If we’re unable to resolve it together, you can also submit your complaint through the European ODR platform (ec.europa.eu/odr).
About STACH
Can I also buy STACH products in-store?
Absolutely! You’ll find our stores at 30 locations, mainly in Amsterdam. Visit stach-food.nl/winkels for addresses and opening hours.
I have a business enquiry, such as corporate gifts or office coffee. Is that possible?
Absolutely! For business orders and corporate gifts, email us at business@stach-food.nl. We’ll be happy to help you find the right option.
Will more products become available online?
We’re deliberately starting with a smaller selection featuring some of the best of STACH, including our coffee and chocolate. Our online range will continue to grow over the coming months. Sign up for our newsletter and you’ll be the first to know.