FAQ

Step 1: To login on desktop, click on the person icon in the top right of your screen. To login on mobile, click on the menu in the top left corner and choose 'log in' in the bottom left corner next to the social media icons.

Step 2: Enter your email address and password you chose when registering for an account. If you have any issues logging into your account, simply reset your password. Expect an password reset email arriving in your inbox after a few minutes.

Sure! It's pretty straightforward...

Step 1: Login to your account

Step 2: Choose 'Profile' from the account menu (it's on the left on desktop whereas it's a dropdown on mobile)

Step 3: You'll see your personal information where you can update your name and email address.

Step 4: Press save

Use this text to answer questions in as much detail as possible for your customers.

You can access your customer portal through your Wilby’s account login. If you’re not registered, you’ll need to create a Wilby’s account using the same email address used at checkout. Once your account is registered, you can log in and access your customer portal by clicking on the ‘Subscriptions’ area in your account.

Use this text to answer questions in as much detail as possible for your customers.

Use this text to answer questions in as much detail as possible for your customers.

Use this text to answer questions in as much detail as possible for your customers.

Use this text to answer questions in as much detail as possible for your customers.

Use this text to answer questions in as much detail as possible for your customers.

Use this text to answer questions in as much detail as possible for your customers.

Use this text to answer questions in as much detail as possible for your customers.

Use this text to answer questions in as much detail as possible for your customers.

Use this text to answer questions in as much detail as possible for your customers.

Use this text to answer questions in as much detail as possible for your customers.

Use this text to answer questions in as much detail as possible for your customers.

Use this text to answer questions in as much detail as possible for your customers.

Use this text to answer questions in as much detail as possible for your customers.

If you're having issues accessing your subscription, please visit the Recharge subscription page to generate your access code. You'll soon recieve an email with next steps.

Sign up and save 10% on a monthly subscription for a different Wilby’s coffee chosen by us every month. Click ‘Add to basket’, then ‘Checkout’. If you don’t already have one, you’ll need to create a Wilby’s account where you can manage your subscriptions.

Sure! Sign up and save 10% on your chosen Wilby’s coffee. Head to the product page of your favourite Wilby’s coffee and click ‘Subscribe & Save 10%’. Choose your delivery date on the dropdown, click ‘Add to Basket’ and then ‘Checkout’. If you don’t already have one, you’ll need to create a Wilby’s account where you can manage your subscriptions.

Yes, you can cancel your subscription at any time. To cancel your subscription, you’ll first need to log in to your Wilby’s account and go to ‘Subscriptions’ in your account area. Click ‘Edit’. Scroll down to the bottom of the page and click ‘Cancel Subscription’, then ‘Proceed’. See our returns policy for more details on returns and refunds.

When you buy a pre-order coffee, you’re buying an out-of-stock or soon-to-be-available product. We may collect no payment or a partial deposit at checkout, store your payment method, then fulfil and charge the full or remaining payment at a future date.

Yes. You can cancel a partially paid pre-order order that’s not yet been fulfilled. If the order has been fulfilled, then you can't cancel the order, but you can request a full or partial refund. See our returns policy for more details on returns and refunds.

You can access your customer portal through your Wilby’s account login. If you’re not registered, you’ll need to create a Wilby’s account using the same email address used at checkout. Once your account is registered, you can log in and access your customer portal by clicking on the ‘Subscriptions’ area in your account.

To update payment information:

1. Login to your account.

2. Click on the 'Subscriptions' tab

3. Click the 'Payment Methods' tab.

4. Expand the payment method to be changed.

5. Click edit.

6. Click 'Send update email' on the slider.

7. Check your inbox for an email and follow the instructions.

If you used PayPal as your payment gateway, you can edit the payment method in your PayPal settings. Otherwise, you need to cancel the subscription and start a new subscription via checkout.

You can update the delivery address for a specific subscription by logging in to your Wilby’s account. Click on ‘Subscriptions’, click ‘Edit’ on the subscription you want to update, scroll down to ‘Shipping address’, click the arrow to expand, and select one of the other delivery addresses.

You can log in to your Wilby’s account to skip a delivery. Click ‘Subscriptions’ in your account area, then ‘Delivery Schedule’ to see upcoming deliveries, and click ‘Skip next delivery’ on the one you’d like to skip. If you want to unskip a delivery, click ‘Unskip’ next to the order.

To pause your subscription, you’ll first need to log in to your Wilby’s account. Click on ‘Subscriptions’ then ‘Edit’. Scroll down to the bottom of the page and click ‘Cancel Subscription’. On the ‘Would you like to pause instead?’ pop-up, select the amount of time you’d like to pause your subscription for. Take note of the delivery date, which will reflect the pause duration. Click ‘Pause Subscription’.

If you want to reactivate a subscription that was previously cancelled, you’ll first need to log in to your Wilby’s account. Go to ‘Subscriptions’ and select the subscription product. Click ‘Re-activate’ and confirm.

Use this text to answer questions in as much detail as possible for your customers.

Use this text to answer questions in as much detail as possible for your customers.

Use this text to answer questions in as much detail as possible for your customers.