Frequently asked questions
Payment Gateway:
- What is Placetopay?
Placetopay is the electronic payment platform that Café Monteverde uses to process online transactions generated in the virtual store with the payment methods enabled for this purpose.
- How can I pay?
In the virtual store of Café Monteverde you can make your payment with the means enabled for thispurpose. You, according to the payment options chosen by the merchant, can pay through (Define the payment methods enabled Visa, MasterCard, ATH Mobile).
- Is it safe to enter my card details on this website?
To protect your data Café Monteverde delegates to Placetopay the capture of sensitive information. Our payment platform meets the highest standards required by the international PCI DSS standard for security in credit, debit and prepaid card transactions. It also has an SSL security certificate issued by GeoTrust, a Verisign company, which guarantees secure communications by encrypting all data to and from the site; this way, you can feel safe when entering your card information.
During the payment process, the browser displays the name of the authenticated organization, the authority that certifies it and the address bar changes to green. These features are immediately visible and give guarantee and confidence to complete the transaction on Placetopay.
Placetopay also has constant monitoring of McAfee Secure and the signing of electronic messages with Certicámara.
- Can I make the payment any day and at any time?
Yes, at Café Monteverde you can purchase online 7 days a week, 24 hours a day just a click away.
- Can I change the payment method?
If you haven’t finalized your payment yet, you can go back to the initial step and choose the payment method you prefer. Once the purchase is completed, it is not possible to change the payment method.
- Does paying electronically have any surcharge to me as a buyer?
No, electronic payments made through Placetopay do not generate additional costs for the buyer.
- What should I do if my transaction was not completed?
In the first instance you must check if a payment confirmation email arrived in your email account (the one registered at the time of making the payment), in case you have not received it, you must contact Café Monteverde at orders@cafedemonteverd.com to confirm the status of the transaction.
In case your transaction has declined, you must check if the account information is valid, is enabled for non-face-to-face purchases and if you have space or available balance. If after this you continue with the decline you should contact Café Monteverde.
- What should I do if I did not receive proof of payment?
For each transaction approved through Placetopay,you will receive proof of payment with the purchase reference at the email address you provided at checkout. If you do not receive it, you can contact the line +506 2645 7550 or the email orders@cafedemonteverde.com, to request the forwarding of the voucher to the same email address registered at the time of payment.
9. I didn’t get the product I bought, what do I do?
You should check if the transaction was successful at your card issuer. Please contact orders@cafedemonteverde.com for delivery dates.
10. Is it safe to enter my ID to continue with the payment process?
Yes. It is important that the document is validated within the payment process, in order to correctly identify the cardholder’s data, Placetopay uses this information so that the financial institution recognizes its correct origin and is secure. At no time will this information be disclosed, as it is used for transactional security purposes and to prevent fraud.
How does shipping work?
Café Monteverde partners with DHL to ship our coffee. For some remote destinations in the United States, DHL will forward to USPS for delivery. Shipping takes no more than 8 days from the day of your order to delivery (or 10 days to Europe). Unfortunately, we cannot control unexpected delays at customs, but will inform you of any extraordinary delays. As a reminder, shipping is free for a minimum order of 3 pounds.
Will VAT Charges apply?
VAT charges will apply at customs for orders shipped for EU member countries. The specific rate will vary depending on the VAT rate in each country. Our carrier – DHL – will notify you via email on the amount to be paid and provide an electronic payment link, before your order can be released by customs.
Can I return coffee?
Due to the perishable nature of coffee, we cannot accept coffee returns. However, we want you to be completely happy with your coffee. Please contact us at orders@cafedemonteverde.com within two days of delivery (or as soon as possible) if there is any issue with your order.
Whole bean or ground?
We always recommend choosing whole bean coffee, as it keeps freshness longer. However, our packaging keeps ground coffee fresh, too. We recommend consuming ground coffee within four months and whole bean coffee within five months, and storing in a cool, dry, and dark place.
How fresh is “fresh”?
We roast on demand, in small batches. Including shipping time, you can count on your coffee having been roasted within ten days prior to delivery at your home! Never hesitate to reach out with questions on roasting.
What is the difference between fully washed, honey and natural coffees?
These names refer to the way in which the coffee cherries are milled. The most common milling process is fully washed, in which the husk and the mucilage are washed off the coffee bean on the same day they are harvested. In the honey process, the outer husk is removed, but the beans conserve and soak in the mucilage while they dry, resulting in a sweet and acidic coffee. In the natural process, the coffee cherries dry in the entire fruit, absorbing even more of the fruity flavor and aroma. Once dry, all of these layers will be removed from the green bean before they are roasted.