As the situation with COVID-19 is changing daily ( hourly? ) 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.
Order Processing – 48hrs+
While we are receiving such an increase in orders we will continue to do our best to process any orders received by 6am and have them leave us the same day. Orders placed after this time will then either fall into the following days at worst case. We will continue to work with our suppliers and couriers to try and improve on this, and we appreciate your patience in helping us get your orders to you as quickly as possible.
Delivery Timings – Tuesday 17th of March until 31st of March
At the start of the government advice to stay home we saw a jump in order size and volume, so much so that we had to suspend the site taking orders. On top of this we had to adjust our working as our team was reduced in size due to vulnerable people needing to isolate. No teams members have contract COVID19 at this time.
We didn’t want to let anyone down or keep taking your money for orders that we weren’t sure we would be able to supply, so suspended order processing on the site on the 24th of March, so that we could catch up with the backlog of orders.
All of this backlog will be shipped out from us by the end of 30th of March.
From the evening of Tuesday 31st of March the site will allow you to place orders again. We will be managing this and suspending from time to time to allow us to have the level of orders the team can handle per day. So please bare with us whilst we continue to operate at a reduced capacity, and do our best to keep you fully supplied with your brewing needs.
DPD notification 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, 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.
Telephone – Unmanned from Wednesday 18th of March
To help tackle the orders we have taken our customer service team off the phones so that they can mill malts and pack your orders. This unfortunately means that we can’t answer the phone calls through out the day like we usually would be doing. 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.
I’m afraid that during this time where all of the team are focusing on picking and packing orders it is not going to be possible for us to amend or add forgotten items to your orders or correct any delivery details for you. The quickest and most simple way to adjust an order is to go to your account settings and cancel the order, then place a new corrected order.
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.
Unfortunately during this time we are unable to offer the option to order and collect due to the COVID19 outbreak, we have taken the decision to close our premises to all customers and visitors as this time in an effort to protect our staff and you are more than welcome to order for home delivery through the website. This is only temporary and will bring this option back in the future when the recommendation for social distancing has been lifted.
If you have an order that is already placed for collection then please ensure it is collected by Friday the 20th of March.
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, so while we’re focusing on the orders we’re receiving we’re getting less time to do the packing. One of the products that takes the longest time to pack is whole leaf hops, if you’re wanting your order faster then at this time we would suggest ordering pellet hops as there will be a greater availability, or if you are happy to wait then please join the product Waitlist on the product page.
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.
A selection of our recipe kits will be made available, however we will need to keep this to a reduce number until we have more staff available due to these taking considerable time to produce.
I’m afraid with everyone picking and packing that looking at emails falls to a task that we do whilst having our lunch break or tea breaks or when we get home. Anytime spent writing long answers is time that we could be spending picking and packing your order.
We are not going to be able to go giving all the advice that we usually do when you have a query about how to do something or how to use a product.
We’re also not going to be able to give you an exact time of when your order is being processed or sent, as everything is moving so fast here that there isn’t time to go hunting orders or information down at this time.
This is only temporary, so apologies for the copy and paste reply that you will get if your e-mail is something that you can find the answer to in this post.