Please find below a list of frequently asked questions. The answers aim to cover general queries on deliveries, returns and general beer related questions.
If you cannot find the answer you are looking for, please e-mail email@example.com with your name and order number. We will endeavour to respond within 2 working days.
How will I receive my order?
Unfortunately we are presently unable to offer delivery of alcohol outside the UK.
Can I track my order?
You should receive auto tracking information from our courier partners via email
and /or text message which will be sent to the contact details supplied when you ordered. If you do not receive this notification, please contact firstname.lastname@example.org.
How long will it take for my order to arrive?
We normally pick orders within 1 working day and ship with our courier partners on a next working day delivery service. However for delivery outside the UK please allow up to 10 working days for delivery.
If your order has not arrived within this time, please check your tracking info. If this does not provide you with a satisfactory answer, please contact email@example.com.
Customs and Import Tax?
Please note that any relevant customs or import tax is payable by the customer.
Can I make changes to an existing order once it has been paid?
Unfortunately, no, a new order would need to be made via the online shop. Please contact firstname.lastname@example.org and we will attempt wherever possible to group the orders together.
My order was due for delivery but hasn't been delivered and I haven't received a card.
Please contact our team via email@example.com who will contact our parcel carrier to get an update on your order.
Do you deliver to destination outside of the uk?
Yes, at the moment we deliver outside the UK to the following:
We understand that sometimes it is necessary to exchange or return an item. Please see below for details on how to return an order.
We require proof of purchase for all refunds/returns. If this is not possible, please make sure you include your full name and contact details inside the package, don’t forget to tell us if you’d like a replacement or a refund. We will only refund the delivery cost if we have dispatched the damaged or incorrect goods. This policy does not affect your statutory rights. You will be responsible for any returned items until they reach us. Please make sure you obtain proof of postage to avoid any further issues or delays with your order.
Can I cancel my order?
Please contact firstname.lastname@example.org and quote your order number to arrange cancellation of
your order. Please note that if your order has already been dispatched, we will unfortunately not be able to recall and cancel your order.
Clothing and Merchandise
What do I do if I’m not happy with my purchase/it doesn’t fit and I need to return my purchase?
If you are not happy with your purchase, please secure in its original packaging in “as new” condition and return to S.A Brain & Co Ltd, Dragon Brewery, Pacific Road, Cardiff. CF24 5HJ
Please include your order number and contact details. Also please clearly state the reason for your return. Customers have 30 days from the point of purchase to return goods.
Where agreed, refunds will be issued to the card used for the original purchase within 3-5 business days. We regret that in sizing and style related returns, original dispatch charges are non-refundable.
THE ITEM I WANT ISN’T AVAILABLE; WILL YOU BE GETTING MORE IN STOCK?
If the item you were looking for isn’t showing online, we may be out of stock, waiting for a delivery or possibly discontinuing the item. We try to rotate our merchandise seasonally, with new
and exciting products being introduced all year round..
For more details, or if you are still struggling to find your item online, please contact us at email@example.com.