FAQUpdated 3 years ago

FAQ 

Machines 

• HOW DO I CHANGE THE CUP SIZE? 

For a custom amount of coffee, press and hold either of the brew ratio buttons until the 

• HOW OFTEN SHOULD I DESCALE MY MACHINE? 

How often you should descale your machine depends on the amount of lime in the water in your area. For a moderate amount, we recommend descaling at least twice a year. For areas with mineral-rich water, it should be up to once every third month. Read here how to descale your machine. 

• HOW DO I LET WATER INTO MY NEW MACHINE? 

Turn the machine ON and fill up the water tank. Have the capsule inlet lever in its upright position and push it slightly further back towards the back of the machine until you hear a sound. Run a cup of water through the machine before brewing a cup of coffee by pressing either the espresso or the Lungo button. Your machine is deaired when water comes out of the nozzle. Watch here how to de-air your machine. 

• HOW DO I SET MY MACHINE BACK TO FACTORY SETTINGS? (ADD VIDEO LINK) 

Turn the machine OFF. Press and hold the Lungo button and turn the machine ON while still pressing the button. 

• HOW DO I SEND MY MACHINE FOR REPAIR? 

We are sorry to hear that your machine is not working as expected. Please contact our customer support before taking any further action. Oftentimes we can solve the issue without a repair being needed. Here you can see how to reach out to us. 

• WHAT BEANS IS THE COFFEE MADE OF? 

All our coffees are made of 100% Arabica beans 

• HOW DO THE DIFFERENT COFFEES DIFFER IN TASTE? 

All our coffee differs in strength, flavour and aftertaste. While No. 1 is the strongest, other     flavours convince with a mild or fruity aroma. For more details about the flavour profiles, visit     our coffee information page. 

• WHAT ARE THE CAPSULES MADE OF? 

The Sjöstrand Coffee capsules are made of starch and plant-based materials such as sugar     canes. 

• HOW DO I DISPOSE THE CAPSULES? 

Our capsules are made for industry compost, meaning that they cannot be thrown into the bag for food waste but can be collected for industrial composting. To be completely sure, check what regulations apply where you live. The capsules are not made for home composting. 

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• WHICH COUNTRIES DOES SJÖSTRAND SHIP TO?  

We deliver to the following countries: Austria, Belgium, Denmark, Finland, France, Germany, Luxemburg, Netherlands, Norway and Sweden 

• WHICH DELIVERY OPTIONS DO YOU PROVIDE?  

Schenker, UPS, DHL, Bring and Budbee 

Please note that the shipping options may vary depending on which country you live in.  

• DO YOU OFFER FREE SHIPPING? 

Shipping charges will be added to all orders above 500 SEK/50 EUR/XX DKK/500 NOK. The shipping charge varies depending on what country you live in, see more details in the checkout. 

• HOW DO I TRACK MY ORDER? 

Once your order is successfully submitted, our warehouse processes your order the following business day at the latest. Once it is on its way to you, you will receive an email notification with tracking information. All orders are shipped from our warehouse in Falun, Sweden. 

• WHAT DUTY, TAX & VAT CONDITIONS APPLY? 

VAT? 
 
Within the EU, Sjöstrand ships your package according to Incoterm DDP (Delivered Duty Paid), which means all taxes and fees are included in the price shown at checkout.  
 
For international orders, Sjöstrand ships your package according to Incoterm DAP (Delivered At Place), which means we do not collect VAT, duties and/or taxes and we cannot predict what your particular charges may be. If you do incur any such additional charges, they must be rendered in order for your package to clear customs. Please contact your local customs office for more information regarding additional fees levied by your local government.  
 

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Returns & Exchanges  

• HOW DO I RETURN OR EXCHANGE AN ITEM?  

• DO YOU OFFER FREE RETURNS? 

…If you live outside the EU, please note that you will also have to pay for duties. 

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