Updated 18th of November
As we approach Christmas season and our how ever many weeks in lock down the order demand and size continues to challenge our team, but we are very much open and processing your orders. We will continue to process orders as quickly as we can and our aim will be to have your orders processed within 48hrs, but please remember our team are still working whilst observing social distancing measures in the work place.
If the site experiences more orders than we can process within the 48hr window then it will automatically shut off the ordering of malts, as we do not want to be a position of taking your money for something we cannot deliver within a reasonable amount of time. Please do not contact us asking when the site will open as this is not something we can answer as it is an automatic shut down due to order volume and will open once we have completed orders received.
If you are not able to place the order you wanted the items will remain in your basket and please check back in a few hours time to see if it has opened again.
Please read the rest of this post which will help to guide you on the impact to our business and how we are doing our best to service your needs:
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 but you can do this yourself by reading on.
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 in some areas we have seen deliver take 48hrs from leaving us rather than the usual 24hrs so please do give this some consideration when waiting for an order to arrive.
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 2-4 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 extra ice pack as it might be sitting in the warm courier depot over a weekend.
Site Closure – not able to order malts
At times you might find that our website has a notification on it saying that it is closed for orders including malt, don’t be alarmed we’re not shut forever, we are still processing orders we have received, this just means that the volume of orders we’ve received has hit the volume that we can safely process within the next 48hr period.
The reason for this is that during the first lockdown in March 2020 we were initially overwhelmed with orders, so we modified our website to monitor the volume of orders it receives and to automatically suspend the orders while we catch up. This ensures we do not take payment for orders we cannot ship out in a timely manner and that we do not overwhelm our team who are processing more orders than ever before.
If you contact us we won’t be able to give an exact time when it will open again, so please just check back in a few hours time or the next day.
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.
If you are wishing to amend or add to your order or combine orders Please see here
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.
Brew Days – CLOSED until further notice
Unfortunately we have had to put our Brew Days on hold until further notice, firstly the brew school space is not big enough to allow social distancing, we also need to be mindful of keeping our building free of risk so you would not be able to experience a full normal brew day with us as there would be no way to visit the various parts of our business and this is a key part to the Brew Day. As Social Distancing restricts are removed we will bring our Brew Days back as we love these taking place.
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 much slower than normal and has no tracking facility, currently we are finding these deliveries can take between 3-10 days from dispatch. 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 lots of advice such as can you put together a full 3 vessel brew system for me will take longer to answer at this time.