Updated 3rd of August
As the situation with COVID-19 is changing daily we have to adapt to challenging working conditions. Our usual “order by 12pm for next day” can not be promised as there are factors that are out of our control. This page will be updated daily to keep our customers as fully informed as possible.
Quick read about the order process at present:-
- Orders are being taken as per normal at this time. Please take note that we are not able to despatch to a 12pm order deadline at the moment.
- When customers receive the email from DPD saying they have your parcel please ignore it. It simply means that we are working on your order.
- Take notice of the DPD text / email that gives you a time slot for your delivery.
- Please understand that it is almost impossible to amend any orders at present.
For more detailed explanations of the above, please read below
Update on Order processing and delivery timings
So at this time we are now processing and shipping orders within 48 working hours, the courier network is holding up well and most deliveries are arriving next working day, but we would always recommend giving it a little more time just in case there are some regional variations.
The level of demand hasn’t declined, and it seems that everyone is really making the most of this time at home to build on their brewing experience as well as having more people take up this wonderful past time.
Order Processing – 48hrs+
As mentioned at the start, we are currently turning orders around within 48hrs (working time), DPD has increased the collections from us to help support and ensure we are getting the most amount out each day. So UK customers from ordering, should receive their orders within 3-4 working days, European customers have also reported receiving parcels in 3-6 days.
What we would also say, if you are ordering liquid yeast on a Thursday, please consider adding an ice pack as it might be sitting in the warm courier depot over a weekend.
DPD notification email – The First email
When we print your order off our site this automatically generates a DPD notification saying you can expect your parcel the next day, in the current situate please ignore this email, in most case you will not receive the order the next day. Take this email as notification that we are working on producing your order, picking and packing and building an order can take 24-48hrs depending on the complexity of the order. Then the time for delivery really depends if all the days deliveries get on the 3 collections that occur during that day, so allow for another 48 working hours for this.
The email and communication to pay attention to is the email and text that you will receive to give you a timing for delivery from DPD, this means its on its way to you and its time to get excited.
At this time due to the volume of orders and parcels that the courier network is handling it is possible that orders which are more than one box can arrive at different times. To check if you order is more than one package you find on your DPD label if it is 1 of 1, or 1 of 2, or 1 of 3 etc printed on the label. If you have only received part of your delivery it is common for the remainder to arrive the next day, so don’t panic if this happens.
We are pretty much back to normal on calls now, and taking as many as we can, however there are certain things which we can handle better on email such as any errors or problems with your order. If we are unable to answer your call you’ll hear a recorded message which will point you to our Contact Us page where you can provide us with details of your query and we will do our best to get back to you as soon as we can.
Visiting Us and Browsing – CLOSED until further notice
We hate to do this as we love having people call in and talk about brewing and help them build up their kit, but we have to think about our team, as we know that we have members who fall into the vulnerable category. So with their health in mind we will not be allowing customers to just call in and browse. This will remain in place whilst it is recommended that social distancing be followed.
As of 1st July we have added the option to collect from our warehouse. If you wish to use this option please choose at checkout. We will call you when your order is ready and talk through our safe collection policy.
Royal Mail Delivery Option
As of 23rd of June we have added Royal Mail back on the site as a delivery option for customers to choose, please be mindful that this service is generally much slower than normal and has no tracking facility. The courier delivery service is performing really well and within 24hrs for UK customers with full tracking of your delivery.
We have increased our orders with our suppliers on all products which you are buying in bigger volumes, some suppliers who are not based in the UK have a much longer lead time, so unfortunately you might see some out of stock on products from outside of the UK. We would suggest that at this time if you look for an alternative ingredient if you wish to have your order sooner, or if you are happy to wait you can sign up to the product waitlist so that the site then emails you once its available again, as we will not be able to answer every query about when stock is going to be available at this time.
A key job we do everyday is the breaking down of the products we buy in bulk to portion these up suitable for home brewing. This is a job that of course takes time to do correctly, we are doing this on a daily basis to do our best to keep all products in stock all of the time, if something is showing out of stock then please join the product Waitlist on the product page, and the site will then email you once it is back into stock.
At this time we are breaking down and packing products at such a rate that you will have to excuse us if information such as harvest year and alpha information on the product such as hops varies from what you receive and what the website says, as we just cannot keep the site up to date with the speed of the team doing the packing at the moment.
Similarly, the best before dates on yeast might vary from the site to what you receive, in most cases you could possibly receive fresher dates than the site is stating.
Recipe Kits and Recipe Generator
We have put the recipe generator back on the site so that you can review your recipes and plan any future purchases for when the site opens again.
The majority of our recipe kits have been made available again.
Any customer service emails will be answered ASAP, we maybe busy but our customer service is extremely important to us.
Emails asking for advise will take longer to answer at this time.