L'OR home delivery service - terms and conditions (United kingdom and the Republic of Ireland)

Please read these terms ("Terms and Conditions") carefully before ordering any products from us. By ordering any products from us you are agreeing to these terms and conditions.

Last Updated 25 September 2026.

1. INTRODUCTION

1.1 The L’OR Home Delivery Service is offered subject to these Terms and Conditions by Jacobs Douwe Egberts GB Ltd, Quantum House, 60 Norden Road, Maidenhead, SL6 4AY, GB, Sales Tax Identification Number GB207677351, and references to "we", "us", "our" and similar expressions should be read as references to that company.

1.2 References in these terms and conditions to "you", "your" and like expressions means the person or company placing an order with us subject to these Terms and Conditions.

1.3 The L’OR Home Delivery Service sells L’OR capsules and other beverage-related and L’OR-related items ("Products") as may be listed from time to time on our website at lorespresso.com/en_gb ("our Website").

1.4 You can order products for delivery to the United Kingdom (excluding the Channel Islands, the Isle of Man or foreign-based UK military bases or embassies) using our Website. These Terms and Conditions will apply to your order for placing an order. This is a site for members of the public to purchase the products for personal use only. You should not purchase products for commercial or professional purposes.

2. TERMS AND CONDITIONS

2.1 Nothing in these Terms and Conditions affects your statutory rights.

2.2 The way in which we process and protect your data is described in both these Terms and Conditions and in our published Privacy Policy on our Website. It can be read by clicking here.

2.3 By accepting these Terms and Conditions, you also accept and agree to be bound by any other policies and rules which govern your purchase of our Products (which are incorporated by reference in these Terms and Conditions), as may be updated from time to time, including our:

• Website Terms of Use; and
• Subscriptions Terms.

3. PRICES

3.1 All prices are inclusive of VAT within the United Kingdom where appropriate. All prices are quoted in British pounds sterling (£ GBP) only.

3.2 The total value of your order including VAT and delivery charges will be displayed on the order confirmation screen. The displayed price is the amount in British pounds sterling (£ GBP) that you will pay.

3.3 Prices of the Products and our delivery charges will be as quoted on our Website at the point of ordering (subject to Sections 3.5 and 3.6 below).

3.4 Our Product prices and delivery charges are liable to change at any time. Any changes made to our Product prices and delivery charges after a Dispatch Confirmation has been sent out to you will not affect any order which you have already placed. A Dispatch Confirmation is explained in more detail at Section 6.1 below.

3.5 Our Website contains a large number of Products and it is always possible that, despite our best efforts, some of the products listed on our Website may be incorrectly priced. We will normally verify prices as part of our dispatch procedures so that, where a Product's correct price is less than our stated price, we will charge the lower amount when dispatching the Product to you. If a Product's correct price is higher than the price stated on our Website, we will, at our discretion, either (i) contact you for instructions before dispatching the Product regarding the increase in price and only charge the higher price with your prior consent; or (ii) reject your order, notify you of such rejection and provide a full refund.

3.6 We are under no obligation to provide the Product to you at the incorrect (lower) price referred to in Section 3.5 if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as an error.

4. ORDERING & PAYMENT

4.1 You can order our products on-line using our Website.

4.2 Please note, we are only able to accept money off vouchers issued through the L’OR Home Delivery Service.

4.3 We will do everything possible to deliver all the products that you have ordered. In the unlikely event that products are not in stock, we will notify you. If one or more products have been discontinued then your order will be delivered without the products which we are no longer able to provide. In this case you will receive a refund for the missing products.

4.4 Whilst every effort will be made to ensure that all items shown in our on-line product catalogue are in stock, we offer no guarantee of availability and this Website does not constitute an offer for sale capable of acceptance by you submitting an order.

4.5 If ordering on-line, when we receive your order we will automatically send you an e-mail confirming acknowledgement of receipt of your order details ("Acknowledgement Email"). This Acknowledgement Email will be directed to the e-mail address you supplied to us upon placement of your order and is not a guarantee of availability nor acceptance of an offer.

4.6 To ensure your order is dealt with promptly, we require your full, correct address details, including a postcode for an address in the United Kingdom, a daytime contact telephone number and your e-mail address. If you have a registration card, please also include your L’OR Unique Client Number which can be found on the front of your card. The billing address you provide to us must be the same as the billing address you have notified to and registered with your selected credit/debit card company or other payment services provider as this is used to validate your order. We regret that failure to supply the correct details will result in your order being held pending the supply of the correct details.

4.7 Your order will only be processed if full payment details are given.

4.8 We use a third party payment services provider to process payments. Upon placing your order using our Website, the final step in the ordering process will result in your order being handed over to our payment services provider's website for payment. You may pay using any of the payment methods listed on our payment services provider's page after your order is transferred to their website for payment.

4.9 Your detailed payment information will be collected when placing the order and your payment will be debited at the point you complete your order. In some exceptional circumstances order dispatch may be delayed due to unforeseen circumstances, and in this situation, depending on your payment method, payment debit will occur 3 to 7 days after you placing the order. Debiting your payment does not represent acceptance by us of your order or otherwise commit us to a contract with you. Section 5 of these terms will govern how and when a binding contract is formed between you and us in relation to any order.

4.10 If you experience any difficulties processing your order or with payment, please call our United Kingdom Careline. The careline number is listed in Section 9.1 of these Terms and Conditions.

4.11 All orders are checked with the relevant payment provider prior to dispatch, so please ensure that the details you provide us with are correct. We cannot accept responsibility for an order being delayed as a result of incorrect or invalid payment details being given.

4.12 All investigations into order queries or delivery issues will be implemented as soon as possible. Queries need to be directed to our United Kingdom Careline if dialling from within the United Kingdom; you will need to quote your Order Reference Number or your postcode. The careline numbers are listed in section 9.1 of these Terms and Conditions.

5. HOW A CONTRACT IS FORMED BETWEEN YOU AND US

5.1 Using our Website:

5.1.1 After placing an order on our Website, you will receive a Acknowledgment Email. This does not mean that your order has been accepted. Your order constitutes an offer to us to buy the product(s) you have ordered. All orders are subject to acceptance by us.

5.1.2 Orders will only be accepted by us upon dispatch of the product(s) you have ordered. We will confirm such acceptance to you by sending you an email which confirms that the order has been dispatched ("Dispatch Confirmation").

5.1.3 The contract will be formed when we send you the Dispatch Confirmation, unless we notify you that we do not accept your order or if you have cancelled it.

6. DELIVERY

6.1 In normal circumstances your order should be fulfilled by the delivery date set out in the Dispatch Confirmation or, if no delivery date is specified, then within 30 days of the date of the Dispatch Confirmation, unless there are exceptional circumstances. If there are reasons why we believe that delivery may be delayed, we will try to contact you.

6.2 We can deliver as many products as you wish up to 25 kilograms in weight for a one-off single delivery charge.

6.3 We regret we are unable to accept orders for delivery to an address containing a PO Box Number, or from persons placing an order whose address contains a PO Box Number. There may be other types of addresses to which, from time to time, we are not able to accept orders for delivery.

6.4 Subject to section 6.3 above, deliveries will be made to the address that you have nominated within the United Kingdom (excluding the Channel Islands, the Isle of Man or foreign-based UK military bases or embassies). The products will be at your risk once you have physically received or taken delivery of the product(s) yourself or a person you have identified to accept the product(s) has received them. In the event that you select a business address, we shall be deemed to have delivered the product to its intended recipient by delivering it to the reception area at the business address. However, if an express delivery has been selected, your signature will be required or the products will not be delivered.

6.5 Standard Delivery Service in the United Kingdom:

• Delivery Destination: Mainland, Delivery Charge: £2.99, Delivery Lead Times: 2-3 Working Days
• Delivery Destination: Northern Ireland, Delivery Charge: £2.99, Delivery Lead Times: 2–3 Working Days

A "Working Day" is any day (other than a Saturday, Sunday or public holiday in the United Kingdom (depending upon where delivery is to be made)). Please note that the delivery time-frames are an estimate only.

6.6 For deliveries within the United Kingdom Mainland and Northern Ireland only, the standard delivery charge is waived for orders of £25 or more after applicable discounts, up to the maximum weight per single delivery specified in Section 6.2 above. No deliveries are made on Saturdays, Sundays or public holidays.

6.7 Please note if you order from our Website, we can only deliver to a valid address located within the United Kingdom (excluding the Channel Islands or the Isle of Man). This does not include foreign-based UK military bases or embassies.

7. CANCELLATION OF ORDER/RETURNS POLICY – if you've changed your mind

7.1 You have the legal right to cancel your order at any time without reason, within the time periods listed in the table below, in each case starting on the day after delivery, provided that the goods you have ordered are not perishable:

7.2 To cancel an order, you may:

7.2.1 Contact the applicable United Kingdom Careline. The careline numbers are listed in section 9.1 of these terms and conditions or on our FAQ page.

7.2.2 send us a message

7.3 You must return the products to us in the same condition in which you received them and at your own cost and risk no later than 14 calendar days from the day on which you communicate your decision to withdraw from the contract. On your request and for your convenience, we will provide you with a return label to simplify the shipment process and to reduce the return costs.

7.4 Until returned, you must take care of the Products whilst they are in your possession, as you have a legal obligation to do so.

7.5 If you exercise your right to cancel, subject to Sections 7.3 and 7.4 :

7.5.1 you will receive a full refund of the price you paid for the products including standard postage cost (not expedited or express) you have paid for the delivery of the products (return costs shall be paid by You unless you use the returns label we supply); and

7.5.2 we will return your money to you by re-crediting it to the payment method you used to pay for the products without undue delay and in any case within 14 days of the day we have received the products you wish to return or until you supply evidence that you have sent the products back to us, whichever is the earliest. The refunds will be made in British pounds sterling (GBP £).

7.5.3 we are not responsible for the fluctuations in the exchange rate between British pounds sterling (GBP £) and any other currency, and provided we have refunded the same amount in pounds sterling (GBP £) as we charged for the products at the point you ordered them, this will constitute a full refund of the purchase price.

8. Returns – faulty or misdescribed products

8.1 If something is wrong with your product, please contact us via the applicable United Kingdom Careline listed in Section 9.1 of these Terms and Conditions or our contact form at https://www.lorespresso.com/en_gb/faq and tell us which product is affected, your order number and details of the defect. We will honour our legal duty to provide you with products that are as described on the Website and that meet all requirements imposed by law. A summary of your legal rights is set out below. These rights are subject to certain exceptions.

8.2 In the event that your product is not as described, not fit for purpose or is not of satisfactory quality, you are entitled to the following:

8.2.1 up to 30 days: if your product is faulty, you are entitled to a refund;

8.2.2 up to 6 months: if your goods can't be repaired or replaced, then you are entitled to a refund in most cases; and

8.2.3 up to 6 years: if your products do not last a reasonable length of time you may be entitled to some money back.

8.3 We will pay the costs of any reasonable return postage fees for faulty or misdescribed products.

9. PERSONAL INFORMATION AND SECURITY

9.1 We use an external provider of payment services ( "PSP") to process payments related to orders for products received through our consumer service.

9.2 If you are ordering using our Website, the last stage in the order process is that details about your order will be passed to our selected PSP. This will be clear from the details presented to you in your browser during the order process. The PSP will ask you to select one of the supported payment methods, and enter relevant details regarding that payment method (for example, if paying by credit card this could include your name and address details, credit card number, expiry date of the card and the security digits on the rear of the card) in order for the payment to be processed.

9.3 When you are using the PSP's website to enter your payment details, you acknowledge you are using a third party's website and agree to do so in accordance with the terms and conditions and privacy policy of that website. Agreeing to such use is a condition of ordering products through our Website.

9.4 That payment services provider facilitates payment from you to us using the method you select during the order process. Both we and the PSP will collect certain personal data about you during the process of placing an order. We will use that personal data in order to facilitate your order and to perform any contract that may arise between us as a result of your order. By submitting an order, you are consenting to both our PSP and us using your personal data for these purposes. These uses are in addition to any other uses of your personal data that are described in our published Privacy Policy on our Website. It can be read by clicking here.

9.5 To ensure that your chosen payment method is not being used without your consent, we and/or the PSP may validate name, address and other personal information supplied by you during the order process against the appropriate third party databases. By accepting these Terms and Conditions, you consent to such checks being made.

9.6 We will retain certain details about your order, which will include some of your personal data, for a reasonable period after you have placed your order. Our PSP will also retain certain details about your order, which will include some of your personal data, for a reasonable period after you have placed your order. This is in order to allow us to deal with any questions, issues, cancellations or refunds that may be necessary.

9.7 All data provided by you to us as part of the order process will be treated securely and in accordance with the United Kingdom's Data Protection Act 2018 and Regulation (EU) 2016/679.

9.8 Our ordering and payment process is digitally encrypted using SSL technology to transfer your details to our secure server. SSL is the industry standard for secure on-line payment, it provides a high level of protection to you, and to us and our PSP, against fraudulent transactions. We will pass details of your order to our PSP using secure SSL technology.

9.9 Should you have any questions regarding security, please contact our United Kingdom Careline.

10. CUSTOMER SERVICE

10.1 We aim to provide you with an excellent service. However should you have any comments or issues with the L’OR Home Delivery Service, in the first instance please contact:

By phone:

• United Kingdom: 0808 100 8787

10.2 We aim to acknowledge all queries within 3 Working Days, and deal with complaints within 5 Working Days (as defined in Section 6.5).

11. GENERAL

11.1 We reserve the right to supplement and amend these Terms and Conditions for any reason at any time. It is your responsibility as a customer to review these on each occasion you access the L’OR Home Delivery Service.

11.2 We also reserve the right to suspend, restrict or terminate access to the L’OR Home Delivery Service for any reason at any time. If we do so, you will not be charged for any orders that you will not receive as a result of such suspension or termination.

12. LIABILITY

12.1 Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, any breach of the obligations implied by section 12 of the United Kingdom's Sale of Goods Act 1979, defective products under the United Kingdom's Consumer Protection Act 1987 or any liability which may not otherwise be limited or excluded under applicable law.

12.2 If we fail to comply with our obligations under these Terms and Conditions, we are responsible for loss or damage you suffer that is a foreseeable result of us breaking these Terms and Conditions, or our failure to use reasonable care and skill. We are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

12.3 We are not liable for business losses. We only supply products for domestic and private use. If you use the products for any commercial, business or re-sale purpose, we will not be liable to you (whether in contract, tort (including negligence), breach of statutory duty, restitution or otherwise) for losses that result from our failure to comply with these Terms and Conditions that fall into the following categories, even if such losses result from our breach:

12.3.1 loss of profit;

12.3.2 loss of business;

12.3.3 loss of opportunity;

12.3.4 loss of savings;

12.3.5 loss of the use of money;

12.3.6 loss of existing or future contracts;

12.3.7 loss of data;

12.3.8 loss of goodwill; and/or

12.3.9 loss of reputation.

12.4 We will not be liable for any theft or loss of or destruction to your products once the products are delivered to your nominated delivery address.

13. HOW WE MAY TERMINATE YOUR ORDER

13.1 We may terminate your order for a Product at any time by writing to you if:

13.1.1 you do not make any payment to us when it is due and you still do not make payment within 7 (seven) days of us reminding you that payment is due;

13.1.2 you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the product(s); or

13.1.3 you do not, within a reasonable time, allow us to deliver the product to you.

13.2 If we terminate your order in the situations set out in Section 14.1 we will refund any money you have paid in advance for product(s) we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

14. TRADE MARKS & COPYRIGHT

14.1 We own all the rights in the designs and information on our Website. You may only print out parts of our Website for the purpose of ordering products on our Website. You must not use the material on our Websites for any other purpose.

15. APPLICABLE LAW AND JURISDICTION

15.1 These Terms and Conditions, their subject matter and formation, are governed by English law. If you are a consumer and resident of Scotland or Northern Ireland, you will benefit from mandatory provisions of, and legal rights available to you under, the laws of that country. Nothing in these Terms and Conditions affects your rights as a consumer to rely on these local law mandatory provisions and legal rights.

15.2 We both agree that the English courts will have exclusive jurisdiction over any dispute arising out of or in connection with these Terms and Conditions and/or the products, except that (i) if you are a consumer and live in Scotland you can bring legal proceedings in respect of these Terms and Conditions and/or our products in either the Scottish or the English courts; and (ii) if you live in Northern Ireland, you can bring legal proceedings in respect of these Terms and Conditions and/or our products in either the Northern Irish or the English courts.

16. OTHER IMPORTANT TERMS

16.1 These Terms and Conditions are between you and us. No other person will have any rights to enforce them. Neither of us will need to get the agreement of any other person in order to end a contract or make any changes to these Terms and Conditions.

16.2 We may transfer our rights and obligations under a contract/order to another organisation, but this will not affect your rights or our obligations under these Terms and Conditions.

16.3 If we fail to insist that you perform any of your obligations under these Terms and Conditions, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.

16.4 If a court finds part of this contract illegal, the rest will continue in force. Each of the sections of these Terms and Conditions operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining sections will remain in full force and effect.

16.5 These Terms and Conditions and the Dispatch Confirmation sent to you together form a contractual whole and constitute the entirety of the contractual relations between us.