CATEGORIES
Frequently Asked Questions
ORDERING
What countries do you ship to?
From this website we ship to England, Scotland, Wales, Northern Ireland, Isle of Mann and Channel Islands.
- For mainland Europe go here
- For Japan go here
- For South Africa go here
- For South Korea go here
- For other countries contact us
PLEASE NOTE: WE DO NOT SHIP to Australia & New Zealand, Europe, USA, Japan, South Korea, Russia, South Africa or Ukraine from this website.
I haven’t received my order.
In the UK we use Royal Mail. On our standard service, during non-peak times, please allow 5 working days for delivery. If you have still not received your order after 10 days, please email hello@ecoffeecup.com with your order number and we will be able to help. For further information about tracking orders go here.
What is your returns/ replacement policy?
If you receive faulty, damaged or incorrect goods?
- We offer a simple replacement process should you experience a problem with one of our products.
- Email hello@ecoffeecup.com with your order number and some photos to explain the problem.
- Refunds or replacements will be issued immediately.
- There is no need to return faulty or damaged products to us.
If you change your mind?
- Email hello@ecoffeecup.com with your order number to let us know why you want to return.
- Return goods to us within seven (7) days of taking delivery.
- All goods must be returned in original, un-used condition (un-opened, un-damaged packaging), accompanied by proof of purchase.
- Refunds or replacements will be issued within 10 days of our receipt of returned goods.
- Return goods in appropriate packaging at your expense to: Ecoffee Cup Returns c/o JWD, 15B Maple Road,Lottbridge Drove, Eastbourne, East Sussex, BN23 6NY
For further information about our returns policy [LINK to T&Cs].
PLEASE NOTE: We only process returns and replacements for products purchased from this website. For Amazon and other third-party vendors, please deal directly with their customer support.
How do I get free delivery?
Free delivery (UK mainland) will be automatically activated when your basket value reaches over £30.00.
WHOLESALE
What is your minimum wholesale order?
Our minimum wholesale order is 96 units – two cartons of 48 units. Cartons can be mixed across designs and sizes; minimum order is 3 units per design i.e. maximum of 16 designs per carton. We ship full cartons only, i.e. 96 units, 144 units, 192 units etc.
Can I customise Ecoffee Cup with my logo?
Yes, you can. Up to three colour print in various location. Our minimum order is 144 units (three outers of 48 units) Please email sales@ecoffeecup.com for more details. More information here.
Can I create my own design Ecoffee Cup?
Yes, you can. Our Private Label service is available for businesses and brands, from 2,016 units.
Please email sales@ecoffeecup.com for more details. More information here.
PRODUCT
Where is Ecoffee Cup based?
We were born (in 2014) and bred in London, England. Since 2017, our European home has been Amsterdam, Netherlands. And in the USA, we’re based in Plainsboro, New Jersey. In 2021, we commenced manufacturing in Country Wicklow, Ireland and will be manufacturing in Patterson, New Jersey from 2025.
We operate distribution centres in all four countries.
What is Ecoffee Cup made from?
Ecoffee Cup Classic
Cup is made from pure, single-source Polylactic Acid (PLA) derived from sugar beet. It is BPA, BPS, melamine (M-F) and bamboo-free. More information about our PLA can be found here. Lid & sleeve are made from pure food-grade silicone which is free-from natural rubber latex.
Ecoffee Cup Nova™
Cup is made from Durasense Pure®, a Scandinavian bio-polymer derived from reclaimed vegetable oil and FSC sawmill tailings. It is BPA, BPS, melamine (M-F) and bamboo-free. More information can be found here. Lid & sleeve are made from pure food-grade silicone which is free-from natural rubber latex.
Ecoffee Cup Frio™
Cup is made from pure, single-source Polylactic Acid (PLA) derived from sugar beet. It is BPA, BPS, melamine (M-F) and bamboo-free. More information about our PLA can be found here.
Hardback™ and Softail™ Hold/ Cold Vacuum
Our hardback and Softail hot/cold vacuum bottles are made from high quality stainless steel.
What testing do you do to ensure product safety?
Ecoffee Cup complies with all global food contact regulations. Our products are tested regularly in Europe by independent test houses, Intertek, SSV and TUV Rhineland, to comply with EU (LFGB) Food Contact regulations (EC) No. 1935/2004 and (EC) No.10/ 2011. Ecoffee Cup also complies with US FDA, California Prop 65 and Japan Food Contact (Sanitation Act) regulations.
Ecoffee Cup Classic: Permitted Food Contact Material (FCM) No. 99 Polylactic Acid.
Ecoffee Cup Nova™: Permitted Food Contact Material (FCM) No 595, Lignoceullose.
Ecoffee Cup Frio: Permitted Food Contact Material (FCM) No. 99 Polylactic Acid.
You will find our declaration of compliance here.
Why do you use individual packaging?
To protect and serve! We keep our packaging to a minimum; however, it is vital to ensure your Ecoffee Cup arrives unscathed. Without packaging comes breakages, and with breakages comes waste.
We avoid single-use plastics, shrink wrapping, over-size boxes and unnecessary padding and, wherever possible, re-use bubble wrap and boxes to avoid them going to waste. We have also introduced fully recyclable paper protection wrap for online orders.
Is Ecoffee Cup suitable for Vegans/ Vegetarians?
Yes, it is. All our products are 100% free-from animal or animal-derived ingredients.
Silicone components contain no natural rubber, making them latex-free.
Where is Ecoffee Cup made?
Ecoffee Cup Nova™ is made in County Wicklow, Ireland – and in 2025 – Patterson, New Jersey
Ecoffee Cup Classic and Ecoffee Cup Kora™ are made at our dedicated facility in Ningbo, China.
How long is Ecoffee Cup guaranteed for?
If treated correctly Ecoffee Cup should last for a long time. We provide an extended limited warranty for a 36-month (3 year) period from date of delivery, so long as the product is used within the recommended parameters (“conditions of limited warranty”) as detailed below.
Conditions of Limited Warranty
- Daily usage
The product is designed for hot and cold (non-carbonated) beverages only, to maximum of +100˚C. The extended warranty does not cover any damage sustained by the product for usage outside these guidelines.
- Microwave usage
At a maximum of 800W, for no longer than 40 seconds. The extended warranty does not cover any damage sustained by the product for usage outside these guidelines.
- Dishwasher usage
Top rack only. Maximum temperature +65˚C for 2.5 hours. The extended warranty does not cover any damage sustained by the product for usage outside these guidelines.
- Freezer usage
Not suitable for home freezing. The extended warranty does not cover any damage sustained by the product for usage outside these guidelines.
- Misuse
The extended warranty does not cover any misuse, intentional or otherwise, of the product, including dropping, crushing or usage with 3rd party equipment, liquids, or substances.
- External over-print
The extended warranty does not cover any surface screen, pad or digital print that may have been applied to the product in house or by 3rd parties. This is expressly deemed to be fair wear and tear of the product and is neither a design nor manufacturing fault.
- Discolouration
The product requires regular cleaning. The extended warranty does not cover any discolouration or staining of internal surfaces which may occur over time with frequent use. This is expressly deemed to be fair wear and tear of the product and is neither a design nor manufacturing fault.
- Odours
The product requires regular cleaning. The extended warranty does not cover any odours that may occur over time with frequent use. This is expressly deemed to be fair wear and tear of the product and is neither a design nor manufacturing fault.
This warranty does not affect any statutory rights that may apply in markets in which the product is sold.
USAGE
What is the recommended maximum temperature range?
+100˚C/ +212˚F
Is Ecoffee Cup suitable for microwave?
Yes. But for reheat only. Maximum 800W setting, for maximum 40 seconds.
We do not guarantee our products outside these guidelines.
Is Ecoffee Cup Classic suitable for dishwasher?
Yes. Domestic dishwasher, top shelf recommended. For best results with decorated product, maximum +65˚C.
How do I operate my lid?
MAINTENANCE
Do you provide replacement parts?
Yes, we do. You can replace your Cup, sleeve, lid or stopper component here.
How do I remove stains?
Discolouration: With frequent use, especially with some teas or black coffee, your Ecoffee Cup may discolour inside. This will not impact the taste profile or suitability of the product for everyday use and is not a product fault. For those who dislike the appearance, we suggest our Reusable Cup Cleaner which is effective in removing most coffee and tea stains. One sachet contains enough cleaning powder for two cleans and should last six months – and can be added to your order free of charge.
Lipstick can stick: Even dishwashers can struggle to remove certain types of lipstick from our lid or Cup rim. This is not a product fault. To prevent permanent damage to your Ecoffee Cup, we always recommend that, prior to placing it in a dishwasher (or hand washing), you remove all visible lipstick from the drinking hole or Cup rim with a tissue, napkin or dry cloth. Replacement lids are available in our accessories section on our website.
In addition, we do not recommend Ecoffee Cup for use with the following lipstick brands:
- Revlon® Colorstay Suede Ink Lipstick.
- Fenty® Beauty Fenty Icon Velvet Liquid Lipstick.
- MAC® Cosmetics Locked Kiss Ink.
- Huda® Beauty Lip + Cheek Stain.
- NARS® Powermatte Lip Pigment.
- Maybelline® SuperStay Vinyl Ink Liquid Lipstick.
How do I remove odours?
Cup: Unlike many stainless steel or PET-based products, Ecoffee Cup should never emit odours or retain taste. However, we suggest you wash your Cup thoroughly before use and avoid leaving liquid remains inside for prolonged periods.
Lid: Our lids are made from pure food-grade silicone which is a chemically inert substance. This means that, unlike some petrochemical plastics, (PET and some PP) it should never emit odour. However, it can absorb some odours from its surrounds. We always recommend washing lids and sleeves in the dishwasher (top shelf, removed from Cup). Ensure you avoid storing or washing with metal or conventional plastic items, such as storage containers or other plastic cups.
Tips to remove odours from your lid.
- Top shelf dishwasher is always best.
- Avoid washing or storing lid with conventional plastic or metal items.
- Avoid cleaning lid with vinegar, bleach or other harsh chemicals (silicone may absorb these odours.)
- Store lid near a small dish of vanilla, lemon or other pleasant-smelling material until the unpleasant odour has disappeared.
- Mix a paste of baking soda and spread over the inside and around the rim of the lid; leave overnight and then wash clean.
- Avoid heavily fragranced dishwashing tablets or liquids. We recommend Ecover, Splosh or other fragrance-free options).
SUSTAINABILITY
Why should I choose to reuse?
Each year over 300 billion single-use coffee cups are manufactured globally. Due to their plastic content, less than 2% will ever be recycled. As to-go beverage consumption grows, so too does the problem of single-use waste.
Each time you choose to re-use, even just once a week, you will be helping in the fight against single-use waste. Imagine the massive difference we could make if everyone did the same. If two million people choose to re-use just once a week, we would stop 104,000,000 single-use cups going to landfill each year.
Small changes can have a big impact. Follow us @ecoffeecup.official and share your #choosetoreuse journey.
How many times do I have to reuse in order to break even?
- CO₂ Emissions in Manufacturing
- Single-Use takeaway cup: Typically made from paper with a plastic lining (often polyethylene), which adds to both resource use and end-of-life impact. The production of one paper cup is estimated to emit around 20-30g CO₂ per cup.
- Ecoffee Cup: The production of one Ecoffee Cup typically emits around 100g CO₂ or more due to higher material use and energy demands in manufacturing. Additional emissions are incurred during shipping from China to Europe, which could add roughly 5-10g CO₂ per cup, depending on the shipping method.
- Usage Breakeven
For Ecoffee Cup to reach parity with single-use cups in terms of embedded CO₂ emissions, it would need to be reused at least 5-6 times (100g CO₂ / 20g CO₂ per single-use cup). This calculation assumes that the Ecoffee Cup is used in place of single-use cups, with no alternative use.
- Water Usage
- Single-use cup: Each cup requires approximately 3-4 litres of water throughout its life cycle (from production through disposal). This is largely due to paper processing and the application of plastic lining.
- Ecoffee Cup: For production, approximately 5-6 litres of water is used. However, ongoing water use is necessary for cleaning, with each wash requiring about 0.5-1 litre. At around 5-6 uses, water consumption between the two types of cups is comparable.
- Other Considerations
- Waste Impact: Ecoffee Cup reduce landfill waste compared to single-use cups, as single-use cups are often not recycled due to contamination or material composition. Over a longer lifespan, reusable cups significantly reduce waste volume.
- Energy Use in Manufacturing and Transport: Manufacturing Ecoffee Cup has a higher initial energy investment, which includes the transportation energy from China. Single-use cups, however, consume energy repeatedly in production for each unit produced and consumed.
To achieve carbon neutrality with respect to a single-use paper cup, Ecoffee Cup must be used a minimum of six times, which is achievable in short time frames (e.g. within a week). For water usage, Ecoffee Cup reaches breakeven after approximately five washes, assuming each wash requires minimal water. Reusable cups, therefore, offer considerable environmental benefits when used consistently beyond their breakeven points.
Please Note: This is an LCA abstract only. Further supporting data will be published in Q2, 2025.
Is Ecoffee Cup biodegradable?
The Cup component of Ecoffee Cup Classic is commercially biodegradable where facilities exist. PLA is also recyclable via our free returns service. However, it is not biodegradable in domestic compost.
How do I dispose of my Ecoffee Cup when I’m finished with it?
We believe in taking responsibility for everything we create that’s why we have closed the loop with Teracycle to ensure none of our product components end up as part of the consumer waste culture that we set out to help tackle.
You can return any component (packaging, broken Cup or silicone) to us to be commercially recycled, composted or re-purposed.
Mainland UK only: Using minimal, but suitably secure packaging, simply return the component you want to dispose of to the following address:
ECOFFEE CUP, FREEPOST, BN23 6NY
This is a free service so you do not need to add postage. Please use BLOCK CAPITALS in the address – and for broken or split cups, pack them in such a way as to prevent sharp edges from piercing or protruding from packaging. PLEASE NOTE: We accept no liability and cannot be held responsible for damage or injury caused by improperly packed returns.
Do I get a discount for choosing to reuse?
Incentives for bringing your Ecoffee Cup are fairly common in the UK and across Europe, although they are rarely advertised. With up to 50p discount on your beverage each time you choose to re-use, you could pay for your Ecoffee Cup with as few as twenty reuses!
Also, it’s worth noting that if reuse is important to you, we suggest there are better options available than vendors such as Blank Street, Dunkin and Black Sheep who continue to provide most dine-in beverages in single-use cups and currently do not promote any discounts or incentives for reuse.
Below is a current (01/25) table of the leading High Street café chains. Offers may not be available in some franchised locations and are subject to change. Please let us know your experience with discounts and incentives for reuse and we will update regularly.
|
M&S Café
|
50p |
|
Pret a Manger
|
50p |
|
Benugo
|
45p |
|
Starbucks
|
25p |
|
Greggs
|
20p |
|
Gails
|
20p |
|
Caffe Nero
|
Double loyalty stamp |
|
Costa
|
Double “Bean” stamp |
|
Joe & the Juice
|
Unclear, but linked to loyalty app |