Got a question for us?

Take a look at some of our most frequently asked questions below.

A message to our Costa Club members

We’ve recently carried out some maintenance work on the Costa Club App which required our Costa Club members to log out of the app and back in again. Some of our members are still experiencing issues. Please check our FAQs below for more information.

We’re sorry for any inconvenience caused.

The Costa Club Team

If you are experiencing issues logging in you will need our latest App update. Please delete your app and then visit your App Store to download it.

If you have your password saved on your phone, you should be able to log in immediately. Otherwise, please select the "I forgot my password" option and follow the steps in the email to reset your password (this email may go straight to your spam/junk so double check those folders).

If you have any issues updating your password on the app, please visit Costa Club Password Reset and select "I'm already a member" to reset your password via the website.

We have found that some users are unable to see the log in button on their app due to device settings being changed to zoom or larger text size. Please turn this option OFF in your device settings to enable you to log back in.

We made some improvements to our Costa Club app to enhance the future customer experience. To continue collecting beans and enjoying our exclusive rewards and offers, please log back into your account once the app is available again on the 8th of July.

Simply hit the “log in” button on your Costa Club app and enter your email address and password. Some devices will automatically remember your password, but don’t worry, if you need help, simply click ‘I forgot my password’ and follow the instructions to reset it. If you still have trouble logging in, connect with us on our social media channels Facebook or X (Twitter), or reach out to our Customer Services team through our contact form.

You can connect with us on our social media channels Facebook or X (Twitter), or reach out to our Customer Services team through to our contact form.

If your rewards and beans balance does not appear correct, head to the App Store and install the latest version of the Costa Club app. Or, you can try restarting your app by swiping up to close it and then re-launching it from scratch. If neither of these options fixes the issue, please wait 24 hours while we update the system and try again. Rest assured, your beans and rewards are safe and will not be lost.

If you have any concerns about your beans balance, you can connect with us on our social media channels Facebook or X (Twitter). Alternatively, you can reach our Customer Services team by submitting a query through our contact form.

You may find the app is a little slower than normal whilst we’re working on updating it in the background. We appreciate your patience and apologise for any inconvenience this may cause.

We’ve made some enhancements behind the scenes to improve the future customer experience. To continue enjoying the full benefits of our Costa Club, please log back into the app to enjoy the new features. For any issues, you can connect with us on our social media channels Facebook or X (Twitter), or reach our Customer Services team through our contact form.

Contactless ordering at Express machines will be unavailable until the autumn. You can continue to enjoy your favourite Costa Express drink by ordering directly at the machine. 

There may be a short period where your old email address is still recognised whilst our system updates.

General

Our opening times vary by store, but don’t worry, they can be easily checked by using our Store Locator.

Our opening times vary by store. You can use our Store Locator to find out when you can get your first and last coffee fix of the day.

We aim to provide fully for all our customers, and our Store Locator can be used to filter which of our stores provide disability access and facilities.

We're sorry to hear that, but we always welcome your feedback, especially when it helps us improve what we do. You can notify us of the issue here and we'll look into it as soon as we can.

We take customer privacy very seriously. You can read our privacy policy here.

At Costa Coffee, we're as passionate about being a responsible business as we are about great coffee.

To read about what steps we’re taking to reduce waste, source responsibly, and support communities both near and far, check out our Responsibility section here.

We accept all major debit and credit card providers in store, including American Express.

Whether you’re looking for a career opportunity, part-time work in store or office roles, you can find all the information by visiting our careers portal.

You can find out more about working with Costa Coffee here.

The best way to get in touch with us is via our online contact form and a member of our customer services team will aim to get back to you as soon as possible.

You can also reach us via our social media channels:

Costa Club

You will earn Beans for any size barista made drink (hot or cold) that you purchase from any Costa Coffee store and any of the 11,000 + drink Costa Express machines located in Great Britain (excluding Northern Ireland).

If you purchase multiple barista made drinks in one transaction, you’ll receive the number of beans that corresponds to the number of barista made drinks purchased. For example, if you purchase a single Espresso, a large caramel Macchiato, and a medium oat milk Latte in store you will receive three Beans in return.

You will also be able to earn Beans when you place an order for a barista made drink via Click & Collect and contactless ordering via any Costa Express machines.

Plus, every time you buy a barista made drink (hot or cold) in a reusable cup, we’ll give you an extra Bean. This means after only five drinks in a reusable cup, you’ll earn one for free!

Beans collected via the updated Costa Club rewards scheme will expire if a member has not used the mobile app or the Club Card to either earn Beans or redeem free drinks rewards for 12 months since the last transaction.

Currently, free drinks can only be redeemed from a Costa Coffee store only in Great Britain (excluding Northern Ireland). Free drink rewards earned via collecting Beans, will expire three months after they have been issued.

If you provided a valid date of birth when you registered for the Costa Club either on the Costa app or via the website and agreed to receive marketing communications from Costa Coffee, we’ll add a reward for a free treat from our sweet counter to your account in time for your birthday. You can redeem your Free Birthday Treat reward any day up to seven days after your registered birthday, with no other purchase required. 

You can use the ‘Free Birthday Treat’ reward on (subject to availability) a single piece/slice/portion (as applicable) of fresh cake, muffins, sweet pastries, tarts, teacakes, traybakes, cookies/shortbread, buns, doughnuts, on ice cream, or any sweet gluten free products. Excludes whole cakes.

You do not need to purchase an item to receive your free treat from our sweet counter birthday reward.

Every time you buy a barista made drink (Hot or Cold) in a reusable cup we’ll give you an extra Bean. This means after only five drinks in a reusable cup, you’ll earn one for free!

To start collecting and redeeming Beans, new customers can register for a Costa Club account via the app or online. Becoming a member also protects your Beans should anything happen to your card or device and you’ll also have access to exclusive rewards and other Costa Club benefits.

Existing Costa Club members can simply sign in.

The Costa Club app is free and available for iPhone, iPad, and Android users. You can download the app here or by simply searching for 'Costa' on the App Store or Google Play.

If you ever change or lose your device, simply reinstall the Costa Club app to your new system, log in as normal and you’re ready to go!

If you’re a new customer, once you’ve downloaded the app, you can then register for a Costa Club account to start collecting Beans by scanning your device.

To start collecting Beans in store, simply open the app and tap 'Shop' at the top of the screen. Then scan your phone at the till whenever you make a purchase and you'll receive a free Bean automatically. You'll get 1 Bean with every Costa crafted drink you buy. Just collect 10 Beans to get a free drink!

You’ll find that many of our stores already have scanners, and more are coming soon, but if for any reason you cannot collect Beans in-store via the app, you can ask the barista for a receipt and your beans can be added retrospectively on your next visit.

If you’re using an Express machine, order your drink as normal and then open your Costa Coffee app and select ‘Machine’ at the top of the app. Whilst your drink is being made, tap 'Collect beans only' and scan the code displayed on the machine's screen.

Your Beans will then be added automatically to your Costa Club account. Unfortunately, Beans can only be collected from Express machines and cannot be redeemed at this moment in time. You can still use all the Beans you’ve collected in one of our stores.

In most cases, your Beans total will update immediately, and always within a few minutes. If you find you don't have an internet connection, your Beans will update later when you do.

If the scan on your device fails whilst using the app at a till, check with the barista and try again.

Baristas can also add your Beans retrospectively if the issue continues, just request a receipt at payment.

If you’re using the app at an Express machine and the scan on your device fails, please try again and double check that you are connected to Wi-fi. If the issues continue please request a receipt and contact Customer Services via our contact form.

Absolutely! Beans can be collected with both the card and the app and will count towards your balance.

Want to let us know you've changed your details? No problem, you can manage your profile on the app or by logging into your account via our website and clicking the 'Details' tab icon. Changes to your password can also be managed within this section.

When you register an account, this will automatically generate a digital account number along with your card. Please note that this number will be synced to your plastic card number, so you will continue to earn Beans as normal.

If you have the Costa Coffee app downloaded to your device, you can continue using it to collect Beans in-store or at any Express machine.

If you are unable to use our app to continue enjoying the benefits of our scheme, you can get in touch with our Customer Services team using our contact form.

If you haven’t used your card in the last 12 months your Beans may have been lost as per our terms and conditions. Free drinks rewards will expire after 3 months of being earned. Get in touch with us here and we can look into this for you.

No. Once the balance has been transferred your new card will be automatically registered to your existing account. Unfortunately, you won't receive another bonus Bean as these are only issued when you create a brand-new account.

No. However, if inactive for a period of 12 months or more, your card will become invalid and the remaining Beans will not be transferable to a new card and cannot be refunded.

Click & Collect

Click & Collect is a new feature of the Costa Coffee app, enabling you to place and pay for an order at a nearby Costa Coffee right from your phone and then collect it in-store.

Click & Collect is now available at over 500 Costa Coffee stores nationwide. Keep an eye out for more stores coming soon.

We currently offer nearly all of our most popular menu board drinks and a large range of our favourite food items. The range will be regularly reviewed and updated.

Click & Collect orders can only be made via the app.

Unfortunately, we can’t accept American Express or any non-UK cards to pay for Click & Collect orders.

Yes, you can! Simply open the app, ensure you are logged in, then select 'add to Apple Wallet' on iPhone or ‘add to Google Pay’ on Android devices.

If you’re placing an order and making a payment through the app, you’ll need to ensure you have a 3G, 4G, or WiFi connection.

Yes, your Beans will be added as usual and these should update on your app within a few minutes for every drink you have purchased.

Before you submit your order to your chosen store, we’ll give you an estimated amount of time that it will take for your order to be ready.

Unfortunately, once your order is submitted, it can't be changed. If your order hasn’t been collected within 15 minutes of the estimated delivery time, it will be disposed of and can no longer be collected. You will not be refunded.

Once you've placed your order through the Costa Coffee app you'll need to look out for and follow the 'Collection only' floor signs to the Collection Point when inside the store. Please also make sure to follow the signs outside the store if you need to queue before entering.

A barista will then call your order number when it's ready and invite you to approach the counter to safely collect it.

Costa Coffee does not hold any of your financial information. We partner with a PCI:DSS level 1 payment service provider to ensure that your details are held securely with them.

If you notice any suspicious activity on your account, please contact our Customer Services Team directly via our online contact us form.

We work hard to ensure that your data is safe with us and have ensured that our Click & Collect system has been independently reviewed and audited for its security. In addition, we handle all your personal data with care and diligence.

If something's not right, we'd like to hear about it. Please contact our Customer Services Team directly via our online contact us form.

If the query is specifically to do with Click & Collect, then please select that as the option from the drop-down menu.

Nutrition

Coffee making is an exact art, and at Costa Coffee we can make your favourite drink exactly as you like it. So, whether you prefer skimmed, full fat or soya milk, enjoy caffeinated, decaffeinated, or fair-trade coffee, the choice is all yours.

You can discover our range of great coffees here or get in touch with us using our contact form if you can’t find what you’re looking for.

You can find all our nutrition and allergen information by visiting our menu. If you still need some help, you can get in touch with us here.

  • Reformulate means we will redevelop a products recipe to remove added sugar

  • Remove means we will de-list products (in their entirety) and replace with an alternative where possible

  • Recommend Alternative means we will develop new products to offer healthier choices.

As one part of this commitment, since 2015 we have supported Public Health England’s (PHE) 20% by 2020 sugar reduction programme in food and the 20% by 2021 sugar reduction programme in milk-based drinks.

Overall, we have achieved a total sugar reduction of just over 30% across all cup sizes and milk options in our drinks range.

We want to give our customers a wide range and choice in partnership with proactive added sugar reduction. This process is on-going and as we get feedback from our customers we’ll continue to proactively reduce added sugar across our portfolio without compromising on taste.

While our core coffee range contains no added sugar, we have made some significant changes to the rest of the drinks menu through reformulation, introducing more healthier alternatives and reviewing our portion sizes.

In 2020, we launched a mini cup size with a wider range of great tasting sugar free syrups and we're proud to have achieved a sugar reduction of 20% in our hot chocolate powder since 2015 as well as greatly reducing the calories in our Chai Latte through reformulation and using semi-skimmed milk as the default option.

Some drinks recipes are being reformulated with the use of sweetener, Stevia, instead of sugar, whilst others are using sugar-free syrups as part of our new brand standards.

We continue to look at ways to improve the nutritional value of our food range have a great selection of lower sugar sweet products such as traybakes and muffins and soups, sandwiches and wraps that are less than 400kcals.

Research from the European Food Safety Authority into sweeteners shows they are perfectly safe to eat or drink on a daily basis as part of a healthy diet.

As a business, we can’t subsidise customers’ choices, and we equally don’t charge a premium for healthy choices, our pricing is determined by a cost of sourcing and production among other operating overheads.

Having met our target of a 5% reduction in salt by 2017, we are continuing our salt reduction programmes and working with Public Health England to ensure that any future targets reflect the role of salt in the manufacture and safety of specific foods such as cheese and bread.

We are also working with Public Health England on their calorie reduction programme and aim to achieve the overall target of 20% calorie reduction by 2024.

Finally, we continue to explore ways to communicate the nutritional value of our products with customers to help inform their choices.

Costa Express for Business

Nothing – We provide all concessions and Ingredients (with the exception of fresh, semi-skimmed milk) free of charge. The only cost to site will be the provision of a water, waste and electrical supply.

No – at the moment we only offer a “Revenue Share” or “Rental” option.

The concessions must sell a minimum of 30 cups per day per machine.

5 years.

Forecourt, Convenience Store & Grocery, Contract Catering, Travel, Healthcare, Education, Leisure and Business & industry sites.

Costa at Home

The pods are compatible with the most popular Nespresso® and Dolce Gusto® machines including for Nespresso® the Pixie, Essenza Mini, Citiz, Inissia, U, Prodigio, Expert and Lattissima units. For Dolce Gusto®, the pods are compatible with the Lumio, Movenza, Drop, Genio 2, Piccolo, Jovia, Eclipse, Mini Me and Oblo machines

The pods are not compatible with integrated Nespresso® machines e.g. Miele built-in units, or business-specific machines.

Yes. You can collect a sealable plastic bag from participating Costa stores, fill it with used Costa Coffee pods and return it to any participating store. We will take the pods back to our distribution centre, sort them and transport them to a specialist recycler.