FAQs

Got a question for us? Take a look at some of our most frequently asked questions below.

A FREE Welcome Back Coffee

Following the nation being in lockdown and our stores only just beginning to reopen, we are taking this opportunity to welcome back customers with a special offer via our Costa Coffee mobile app.

From Monday 6th to Friday 31st July 2020 (inclusive) any new customer who downloads and registers with the Costa Coffee mobile app will receive 300 bonus points instantly (equivalent to £3) to spend in a Costa Coffee store or Costa Coffee drive-thru in the UK.

Any Coffee Club card customers just need to download the app and log in with their existing registered username and password.

Those already registered with the Costa Coffee mobile app will also receive a special thank you, with 300 bonus points being automatically added to their current points total by the 6th July.

This is a Costa Coffee Club mobile app only offer. Customers must have the app to log-in or must download and register. Anyone aged 16+ can take part in the promotion.

Costa Coffee Club app users have 12 months to spend the additional 300 points.

Read the full T&Cs here.

The Costa Coffee mobile app has so many great features including allowing customers to collect points with every purchase you make - whether that is in store, at our drive-thrus or using our Costa Express machine. These points then can be used to redeem your favourite drink or food item in a participating Costa Coffee UK store.

Customers can use the app to place their order in advance of their visit, enabling them to skip the queue!

The Costa Coffee mobile app is available to download for free on both iPhones and Android smartphones. On this occasion, this offer is only for those registered on the Costa Coffee mobile app and customers can only receive the 300 free points via the app.

This offer is only for those registered with Costa Coffee mobile app.

However, if you would like to receive the 300points to spend at Costa Coffee, simply download the app and log in using your current registered email and password where you will see your current points total with the 300 points added.

If your card has not been registered yet, just download the app and choose ‘register’, then enter your existing card number to link your card to the app.

You can only spend the points on any food and drink item. Merchandise and vouchers cannot be bought with points collected on the Costa Coffee Mobile app.

Points collected via the Costa Coffee mobile app can’t be used in conjunction with any other offer or discount to purchase items.

Points collected via the Costa Coffee mobile app can’t be used in conjunction with a gift card to purchase items.

Currently, you can only collect points via our Costa Express machines, not spend them. You will need to visit a Costa Coffee store or drive-thru to redeem points against food or drink items.

No, the offer is not available across Ireland, only mainland UK.

You can spend your points in any Costa Coffee UK stores or Drive-Thru which accept the mobile app. To find your local store head to our Store Locator.

Unfortunately, no you can’t use points collected on the Costa Coffee app on food and drink items ordered through our partner delivery service Uber Eats.

Points collected via the mobile app can’t be used in conjunction with any other offer or discount to purchase items.

You can use your reusable cup instead of a takeaway cup for your free drink, however points collected via the mobile app can’t be used in conjunction with any other offer or discount, so you wouldn’t receive your 25p off for using your reusable cup for the purchase.

When spending collected points instore you can spend to the value of the total points you have on your account. e.g. If you have a total 300 points on your mobile app account, you will only be able to buy an item that is £3 or under.

We are unable to accept cash or card payment to make up the additional outstanding balance.

Read the full T&Cs for this offer here.

You can only use one Costa Coffee account per transaction. If you have enough points on your Costa Coffee mobile app account to cover the cost of more than one coffee then you can spend your points as normal to get the two drinks in one order, otherwise you will both need to order separately through you own mobile phones.

We’re currently not accepting cash payments, chip and pin or plastic loyalty cards in stores as a health and safety precaution. We are regularly reviewing in store processes and will inform our customers when this policy changes.

The points will stay on your account for 12 months from the day they are added, enabling you to continue to collect points with every visit and build your points total to then spend in store.

Read the full T&Cs for this offer here.

The health and safety of our customers and stores teams is our number one priority. Over the past few weeks, we have implemented new measures across our estate to ensure we can operate safely.

Customers visiting our sites will see clear signage both inside and outside our stores and floor signs have been carefully placed to adhere to social distancing guidelines. High-quality Perspex screens have been installed at all counters at take-away stores, with designated pick-up points for delivery and mobile order collections.

We’d also like to remind customers that they have 12 months to spend their gifted 300 points, so can choose when and where they want to spend them.

To check out where your nearest Costa Coffee store or Drive-Thru is located please visit our Store Locator.

We are looking to give away thousands of points over the course of the month to both new and existing customers.

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.

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.

If you'd prefer to speak to someone regarding your Costa experience, please give Costa Customer Services a call on 0333 003 5883*. However, please be aware that due to the current high volume of contacts, you may experience a long wait, therefore we recommend you explore the rest of the FAQs section or complete the contact form in the first instance.

Costa Coffee Club, App and Express Machines

The Costa Coffee Club is a way to collect points and save money in participating Costa stores. You'll get 5 points for every £1 you spend, and each point is worth 1p. So as your points build up you can spend them on your favourite food and drink in store.

Coffee Club members can now collect points at all Costa Express machines as well!

Click here for more information on Coffee Club.

It’s easy! You can register your card here.

You will need to register your card first to start redeeming your points earned in store. Registering with Coffee Club also protects your points, so if anything happens to your card, we’ve got you covered.

You can also download and register through the Coffee Club app to start collecting points straight to your phone, find a store or Express machine and learn about our exclusive offers.

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

Existing Coffee Club members can simply sign in.

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

If you ever change or lose your device, simply reinstall the Coffee 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 Coffee Club account to start collecting points by scanning your device.

To start collecting points in store, simply scan your phone at the till whenever you make a purchase and your points balance will update automatically.

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

You can now also use any device at any Express machine to start collecting points!

If you’re using an Express machine, order your drink as normal and then open your Costa Coffee app and select ‘Coffee Machine’ and use the scanner to scan the QR code which will appear on the machine as your drink is being dispensed.

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

In most cases, your balance will update immediately, and always within a few minutes. If you find you don't have an internet connection, your balance 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. If necessary, you can also access your card number from the card page by logging into your account, and the barista can manually adjust your points.

You can also ask the barista for a receipt of your purchase and your points can be added retrospectively on your next visit.

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 not connected to Wi-fi. If the issues continue please contact Customer Services via our contact form.

Absolutely! Points collected with both the card and the app will count towards your balance.

Want to let us know you've changed your details? No problem, you can do that by logging into your account 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 points as normal.

Click here to log into your Coffee Club account and select the ‘Card’ tab. Here, you’ll find instructions on how to replace your card.

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

If you are still experiencing issues, you can get in touch with our Customer Services team using our contact us form.

If you haven’t used your card in the last 12 months your points balance may have been lost as per our terms and conditions. Contact 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 100 Bonus points 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 balance will not be transferable to a new card and cannot be refunded.

Mobile ordering

Mobile ordering 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.

Mobile ordering 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.

Yes, you are still able to use your plastic card as well as the app.

Unfortunately, we can’t accept American Express or any non-UK cards to pay for mobile 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 points will be added as usual and these should update on your app within a few minutes.

Yes, you can pay for mobile orders using your Costa Coffee Club points, simply select that option on the payment screen.

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.

Simply go to the clearly signposted collection point and make yourself known to the barista.

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 mobile ordering 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 mobile ordering, 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 Our coffees section. 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 our commitment to offering a nutritionally balanced menu and a range of healthier choices for customers, we will reduce added sugar in our drinks range by 25% by 2020, with 30% of added sugar being removed from our ice range.

It’s worth noting that only 32% of our drinks contain added sugar (including cappuccino which has an optional chocolate dusting).

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.

Working towards 2020, our product development, technical and supplier teams will review all of our drinks with added sugar. A plan is in place to either remove, reformulate or have a credible alternative for each drink, whilst offering more choice to consumers, including sugar-free syrups and milk alternatives.

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 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.

Costa Book Awards

The total prize fund is £60,000. Each of the category winners receives £5,000 and the overall winner receives a further £30,000. The Short Story Award winner receives £3,500, with the authors in second and third place receiving £1,000 and £500 respectively.

There are five categories – First Novel, Novel, Biography, Poetry and Children’s Book. For each category, there are three judges – generally an author, a bookseller, and a journalist – who select a shortlist of four books, which includes the winner.

The judges’ brief is to select well-written, enjoyable books that they would strongly recommend anyone to read.

A nine-member judging panel, including the author from each of the original category judging panels, together with a Chairman and three other people in the public eye who love reading, then read the five winners and select one of them as the overall Costa Book of the Year.

Click here to view a list of all past winners back to 1971.

Your publisher must enter your book.

Publishers should contact the Booksellers Association to ensure they receive an entry form. These are mailed out at the end of May each year and copies are also made available for download from this website at the same time as the mailing. Close of entry each year is generally the last Friday in June.

The Booksellers Association can be contacted as follows:

email: naomi.gane@booksellers.org.uk

tel: 020 7421 4693

Please send an email costashortstories@gmail.com. You may not get an immediate response.