Important changes about ordering from Brewstore during COVID-19 pandemic

There are some changes to the normal service we are able to offer at Brewstore.  Please take a minute to read this before ordering or enquiring;

 When can I place an order / when is the website back on?

Due to far higher numbers of orders than we normally process and because all our shop customers are also ordering online now we have had to apply a system where we put the website on live for a short time most days and pausing to take new orders once we reach a threshold of the volume of orders we can get out in a few days. You can see when the site is going to be ONLINE on the front homepage of the Brewstore website and also the Brewstore Facebook page, where we publish ahead the times the site is next going to go ONLINE. We know many of our customers are shift worker’s so we are trying to put the site on at different times to give everyone a chance to get an order in.

Unfortunately we do not know how many orders we will receive in each session so we cannot guarantee how long each session will stay open, but you can check the website is taking orders by checking the banner at the top which tells you if we are ONLINE (taking orders) or OFFLINE (where the checkouts have had to be closed until further notice). We're working a first in first out system. We cannot take orders by phone or by email. If you are having trouble placing an order it may be the case that the site has gone OFFLINE while you were getting ready to checkout, we do apologise if this is the case, but when the site goes back ONLINE your order will still be in your basket and you will be able to complete authorising the payment at the checkout and complete your order.

We cannot add to orders once they have placed;

There is no limit to the time you have to make sure you get everything you need in your basket as the site displays all our stock and on each the product pages we do explain what you need to go with the product. If you are in doubt please ask before you place your order. Before you place your order you can add to basket and have everything ready before the site goes live so there is no need to rush or forget something!

 

What is the cost of my delivery? Where can you deliver to just now?

  • Any UK Mainland (includes the Highlands) or Skye Postcode - £5.95 (Free for orders over £60) for orders up to 30kg*
  • Scottish Islands Postcodes or Isle of Wight- £13.35 (reduced to £7.40 for orders over £60) for orders up to 30kg*
  • Northern Ireland or Isle of Man  - £15 (reduced to £9.05 for orders over £60) for orders up to 30kg*

Royal Mail postal service, Click and Collect and guaranteed Saturday delivery service and all International deliveries are suspended until further notice.

*The Brewstore website works out your carriage automatically based on the delivery postcode and the volumetric measure of your order - (bulky or heavier orders may need two delivery charges as each 30kg volumetric weight counts as one - if this is the case the site will work this out and let you know the cost of carriage at the time you checkout)

 

When will this item be back in stock?

With all supply chains being under pressure at the moment we have very little info into what will be sent in any of our stock request orders to our suppliers, they often do not know themselves what is coming in and when it will arrive! New stocks are coming in every day though.

We understand that this is frustrating if you are looking for a specific product. To be notified directly when an item comes back into stock at Brewstore you can click on the link which says " sign up to get notified when the product is back in stock" which is on every product page on the website. Alternatively check out the recommended alternatives in the tab "we also recommend" at the bottom of the page as these are chosen to be complimentary or similar to the item you are looking at.

 

Can I get a refill for my S30/L30 C02 cylinder?

We cannot send gas L30/S30 cannisters out via courier. The Edinburgh shop is not open to customers right now.  If you use this gas system we recommend you purchase a red or black bulb holder with CO2 8 gram disposable bulbs and a either an S30 to Pin Valve conversion pack to use with your S30 valve, or an S30 pin valveor you can buy a Sodastream convertor  to use the new Sodastream cannisters.

 

When will I receive my order?

Dispatch times are taking longer than normal due to the unusual volumes of orders we have to process right now and the deliveries themselves can also take a bit longer. All orders are processed on a first in first out basis. Before you enquire about your order please check;

If you have placed an order with Brewstore you will have received an automated confirmation email with an order number in it and you wil have a payment receipt from either Paypal or Sagepay. Once we have this order our system will regularly send emails to you updating the progress of your order - picking/ready for dispatch/dispatched. If you did receive a confirmation email and payment receipt we have your order. If you created a customer login you can login to your Brewstore account to check on the status of your order, and if you do not hear from us you can assume all is well and we will get your order out to you as soon as we can, we will only contact you if there is a problem with an item you ordered, as we are getting new stock in every day we may hold off a day or so to fulfil your order in full. We cannot reply to emails asking about delivery times right now as this takes the team away from actually getting the orders out to you, and we cannot add to orders once they have been received. Please login to check the status of your order, or await the email with your dispatch advice.

If you do not have an order number confirmation email from us and a payment receipt - we do not have an order from you - We have had a rise in numbers of people assuming we have their order and they have either inadvertently placed it with another company or not completed the checkout and we don't have an order from you!

Once we have dispatched your order Parcelforce will text the mobile number you input or your email at the time of ordering with a date and time for your delivery and tracking number. There may be delays on their end, normal delivery time guarantees are not applied right now. Track your order once it has been dispatched b y Brewstore directly on the Parcelforce tracking system from the text or email they send you. All deliveries are non contact however if you need to specify a safe place to leave your parcel please use their facility to input this by text/email directly to them.  We cannot reschedule delivery destinations after the parcel has been sent out.

 

Can you send me instructions? 

All the Small Batch Brewery all grain and extract brew kits already have the instructions on the beer brew kit product pages for you to download or print.

Some of our other products have instructions added in the FAQ tabs at the bottom of the product pages. Please also check the Brewstore Brewing Guides and Product instructions sheets and our recipe pages in the Brewstore Blog  - we'll be adding to these as fast as we can!

 

 I think something is missing or broken in my order  - 

Please bear with us if you do get sent something which is not quite what you ordered.  The team are being very diligent and sometimes may make the decision that a slightly different kit or yeast which is equivalent to what you ordered is better than holding up your order or sending the order out without it. Of course we will rectify the order if it is totally off, but if you do receive a slightly different version to something you ordered it would be really helpful right now if you could work with us and try the alternative rather than ask the courier to have to do a return/swap. Parcelforce are also doing extra essential supplies deliveries to the NHS now and many of their staff are working extraordinary hours to make this all happen. If your order is missing and item or something is broken do please let us know as soon as you receive your parcel quoting your order number and contact us on shop@brewstore.co.uk  so that we can put it right for you.

 

Thank you for your patience and support

We appreciate that many people are stuck at home and really looking forward to getting your brew on. We know that these disruptions to our service and all online services right now are inconvenient. The Brewstore team are working flat out while maintaining a safe social distance in the workplace, walking to work  - in some cases a long way every day to get through our workload. We're working very long days right now trying to keep supplies in stock and processing orders.  Our suppliers and Parcelforce are equally stretched and we really appreciate their huge efforts in these times. We are hugely grateful that we are busy as we know of many companies who are not, and we value every order we receive from all our customer’s existing and new.  We look forward to calmer times when can get back to a more normal working day and resume our usual services and in the meantime we hope you stay safe and well.

Best wishes

Brewstore.

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