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Order & delivery FAQs
- What are the age restrictions for online orders?
- How much does shipping cost?
- Do I need to order in case or multiples of 12 bottles?
- When will my order be dispatched?
- How long does shipping take?
- When will my order be delivered?
- Can I track my order?
- Can I collect my order?
- Can I cancel my order?
- Can I place an order for delivery internationally?
- Do prices include VAT?
- What payment methods are accepted?
- Are there any active discount codes or special offers?
- What happens if my ordered items are out of stock?
- My items arrived broken or damaged, what should I do?
- I have a question about an order or issue with an order that isn’t covered in this FAQ.
• 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?
£2.99 - Merchandise and light orders (not including beer) via Royal Mail.
£5.00 - Up to 12 x 330ml or 500ml bottles of beer, up to 6 x 750ml bottles of beer, or per two mini-casks (5 litres) via DHL Express service.
• 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 bottles (330ml, 500ml).
Orders of less than 12 x 330ml or 500ml bottles will still be charged at the standard £5.00 shipping rate. Orders of 13-24 units will incur two shipping charges, one per case (e.g 13 bottles = £10.00 shipping, 24 bottles = £10.00 shipping).
For 750ml bottles, the standard shipping charge includes up to six units.
For 5 litre mini casks, the standard shipping charge includes up to two units.
• When will my order be dispatched?
We endeavour to dispatch orders placed before 9.30am, Monday-Friday the same day.
Orders placed after 9.30am or on Saturday/Sunday will be dispatched the next working day.
• How long does shipping take?
Orders are shipped via DHL from our brewery in Argyll, Scotland using the Express service, however due to our location we estimate delivery takes 2-3 days from date of dispatch to mainland UK addresses.
Due to the volume of orders received and processed during the festive season, we strongly recommend that those looking for delivery by 24 December 2018 complete their order by midday Monday 17 December. Orders placed after this time may arrive before Christmas, but we cannot guarantee they will.
Orders to highland and island addresses may take substantially longer due to routing. Please contact us if you have specific requirements or concerns about distance shipping.
• When will my order be delivered?
Monday to Friday between 8:00 and 18:00. If you are not at home when the courier tried to deliver your parcel, you will find a missed delivery note in your mailbox.
On this note you will see 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?
At the moment, we do not offer online order collection from our brewery, however we may be able to process collection orders over the phone. Please call 01499 600120 for further information.
• 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 place an order for delivery internationally?
At the moment, we are unable to provide shipping outwith the UK, 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 active discount codes or special offers?
From time to time, we may run discount codes or special offers on our shop. We recommend following Fyne Ales social media accounts 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 my ordered items are 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 items arrived broken or damaged, what should I do?
If an order is visibly broken on arrival, in the first instance we recommend refusing the delivery from DHL.
If the item is discovered broken after accepting from DHL, please get in touch with us asap via the website contact for or by calling 01499 600120.
• I have a question about an order or issue with an order that isn’t covered in this FAQ.
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.