If it stops working, start with the troubleshooting chart.
Most faults are a blocked filter or a loose connector, and the manual shows how to fix them. If yours is not one of those, our service workshop in Portland repairs machines, replaces parts and ships them back in a week.
How a repair works
- 01
Check the troubleshooting chart
Every manual ends with a table of lights, sounds and symptoms. About a third of service requests are solved before they are sent.
- 02
Request a prepaid label
Tell us the model number and the fault. We email a shipping label and packing instructions, and you drop the parcel at any post office.
- 03
We repair and send it back
Technicians test the product for an hour after the repair. It returns to you in about seven working days with a note on what was replaced.
Warranty by product family
| Espresso machines | 2 | Parts and labour, not descaling |
|---|---|---|
| Home roasters | 2 | Parts and labour, not damage from smoke |
| Shop roasters | 3 | Parts and on-site labour in the United States |
| Furniture | 5 | Frame and fittings, not cushioning |
Spare parts
Can I order a single part?
Yes. Every manual has an exploded diagram with part numbers. Send the number and your address and we post the part, usually the same day.
Do you fit parts if I cannot?
The workshop fits parts for a flat fee of $35 on top of the part price, including a test run and return postage.
How long are spare parts available?
We keep parts for ten years after a model stops being sold.