COVID-19 Prevention Policy

The safety of our staff and customers is our top priority as we continue to follow strict safety measures.

RAW Coffee Company has taken all the necessary measures and precautions to comply with the guidelines and protocols detailed by the Department of Economic Development (DED) for customer service and staff. Read on to know more about the steps we’ve implemented.

 

1.     Handling delayed shipments

We've partnered up with Quiqup & Fetchr, to help our Team deliver to locations within the U.A.E. During this period of time, orders delivered by third-party delivery/courier companies can face delays in shipment.

Regarding order delays or inquiries, our customers can reach us through our social media platforms or email/call us, check out our Contact Page for more details. RAW’s Customer Service department is available from Sunday to Thursday, 8am to 5pm.

All Dubai orders will be delivered the following business day. Orders outside Dubai will be delivered within 2 working days.

We assure you that our team and partners are doing our very best to deliver every order on time and are committed to following Hygiene & Safety Practices.

2.     Roastery Hygiene & Safety Practices

Facility Layout: We’ve installed electronic doors rather than manual doors and created separate entry and exit points.

Temperature check: upon entering, we ensure that customers and staff members undergo mandated temperature checks

Hand sanitization: hand sanitizers are available at the entrance.

Sanitized premise: cleaning of surfaces (75% alcohol) after customer uses the area or leaves. We have ensured a dedicated Cleaning staff to regularly sanitize all entrances, our Espresso Bar, all high touch areas and the entire facility.

Capacity: we ensure that we maintain not more than 30% occupancy (customers and staff) at our facility.

Customer safety practices and permits:

  • 2-meter distancing measures are put in place (visible signs/floor stickers) at entrance, line and service desk.
  • Customers are always required to wear a face mask at our Roastery.
  • Service will not be permitted for customers who are not wearing a face mask.
  • Children under the age of 12 and adults over the age of 60 are not permitted to enter in accordance with government regulations.

Contactless Payment and Services:

  • We encourage our customers to pay through smart pay (credit card, apple pay, debit cards) over cash.
  • For takeaway orders, we use disposable, environmentally friendly cups/utensils/packaging.

Staff hygiene and awareness:

  • All staff members have been informed and are regularly updated on maintaining personal health safety and premise hygiene.
  • All staff members adhere to correct use of PPE

Effectiveness criteria: To measure the effectiveness of this system, we conduct the following

  • Regular checks by PIC to ensure all procedures are followed
  • HC Manager to check on a regular basis

 

1.     Return policy

COFFEE

  • There are no returns or refunds on coffee that has been delivered.
  • A customer can cancel their order up to 12 hours before delivery by emailing orders@rawcoffee.ae

    NON-COFFEE

    Return

    • You have 7 calendar days to return an item from the date of invoice.
    • To be eligible for a return, your item must be unused and in the same condition that you received it.
    • Your item must be in the original packaging.
    • Your item needs to have the receipt or proof of purchase.
    • Items returned will be sanitized and set aside for 24 hours before being sent or used by another customer.

    Refund

    • Once we receive your item, we will inspect it and notify you that we have received your returned item.
    • We will immediately notify you of the status of your refund after inspecting the item.
    • If your return is approved, we will initiate a refund to your credit card (or original method of payment).
    • You will receive the credit within a certain amount of days, depending on your card issuer's policies.
    • If the item was delivered to the customer, you can request a pickup for a fee of AED50, which will be deducted from your refund amount.

     

    Sending good wishes from our Whanau to yours,
    Team RAW