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Order & delivery FAQs
• What are the age restrictions for online orders?
Due to UK licensing laws, alcohol can only be sold to persons aged 18 or over. By ordering from the Fyne Ales online shop, you confirm you are at least 18 years old and that the intended recipient of the order is also at least 18 years old.
Our delivery partner, DHL, may require the recipient to show proof of age at the point of delivery. Failure to produce proof of age may result in delivery being cancelled and any costs of attempted redelivery will fall on the purchaser.
• How much does shipping cost?
We have two shipping options - one for merchandise and lightweight orders and one for any order containing beer. The shipping option available to choose at checkout is calculated based on the total weight of your order
Merchandise & lightweight orders - Royal Mail First Class - £2.99
Beer orders - DHL Express / APC Liquids - £5 per "case" of beer.
A "case" refers to up to:
- 12x500ml, 375ml or 330ml bottles
- 12x440ml cans
- 6x750ml bottles
- 24x330ml cans
- 2x5-litre mini-casks/kegs
Orders containing custom mixed cases with a variety of formats or sizes will have a shipping rate calculated according to weight - the max weight for £5 delivery is approximately 10kg.
• Do I need to order in case or multiples of 12 bottles?
In order to achieve maximum cost efficiency for delivery, we recommend ordering beer in multiples of 12 x 330ml bottles, 375ml bottles, 440ml cans and500ml bottles, or 24 x 330ml cans.
Orders of less than this will still be charged at the standard £5.00 shipping rate up to 10kg max.
Orders over 10kg will incur multiple shipping charges (e.g 13 bottles = £10.00 shipping, 24 bottles = £10.00 shipping).
• When will my order be dispatched?
We endeavour to dispatch orders as soon as possible - usually no later than 48 hours of the order being placed.
Orders place on Saturday/Sunday or bank holidays will be dispatched within 48 hours of the next working day.
• When will my order arrive?
The Christmas order deadline for 2020 is 11pm, Sunday 20 December. We will continue to ship orders until Weds 23 December, however we cannot guarantee delivery by 25 December.
Orders are shipped via DHL or APC from our brewery in Argyll, Scotland using the Express or Liquids services, however due to our location we estimate delivery may take up to 3 days from date of dispatch to mainland UK addresses.
Orders to highland and island addresses may take substantially longer due to DHL/APC routing. Please contact us if you have specific requirements or concerns about distance shipping.
Deliveries take place Monday to Friday between 8:00 and 18:00 and you will recieve a tracking email when your order is dispatched. If you are not at home when the courier tried to deliver your parcel, you may receive a redelivery card however this may not be the case during the Covid-19 pandemic, so we recommend you use the tracking link to keep an eye on your parcel.
The tracking link will provide information on where you can pick up your parcel. You can also request a second delivery attempt at the same address.
Use the link provided in your dispatch email to make changes to your delivery directly with DHL.
• Can I track my order?
Yes. When your order is dispatched, you will receive an email containing tracking information for your order.
• Can I collect my order from the brewery?
At the moment, we do not offer online order collection from our brewery.
• Can I cancel my order?
If you need to cancel your order, please contact us asap via the website form or call 01499 600 120 and we will endeavour to arrange cancellation prior to shipping.
Unfortunately if an order has already been shipped, we may be unable to cancel it - please contact us via the website or call 01499 600 120 to explore options.
• Can I order for delivery to the Channel Islands or an international address?
At the moment, we are unable to provide shipping outwith the UK or to the Channel Islands, however we do distribute beer to a number of international destinations via wholesale partners.
If you would like to find out where our beer is available in your country, please use the contact form to get in touch.
• Do prices include VAT?
All prices are quoted in pounds sterling, and may be per item or bottle or per case, as displayed on each product page. All prices include UK duty and VAT at a rate of 20%, unless otherwise clearly stated. Any delivery charges are additional to the unit price displayed.
• What payment methods are accepted?
We accept payment by Visa, MasterCard and American Express.
• Are there any discount codes or special offers available?
From time to time, we may run discount codes or special offers on our shop. We recommend following Fyne Ales social media accounts (Facebook / Twitter / Instagram) and signing up to our newsletter for the latest offers.
We reserve the right to terminate any special offer at any time, without notice.
• What happens if an item I order is out of stock?
All items are subject to availability. In the unlikely event that an item you’ve ordered is out of stock, we will contact you prior to shipping to discuss alternative products or refund options.
• My item(s) arrived broken or damaged, what should I go?
If an order is visibly broken on arrival, in the first instance we recommend refusing the delivery from APC or DHL.
If the item is discovered broken after accepting from DHL or APC, please get in touch with us asap via the website contact for or by calling 01499 600120.
• I have a question that's not covered by this FAQ, how do I find an answer?
Customer satisfaction is of utmost importance to us. If you have concerns, queries or feedback, please do not hesitate to contact us. Either call us on 01499 600120, or via the contact form on our website.
For further terms and conditions, cookies and privacy information, please visit the Terms & Conditions page of the website.