Our Delivery Service & Shipping Costs
At the brewery, we want to ensure you get the best quality, freshest beer possible.
We currently only ship to the UK Mainland.
We charge £4.96 Flat Rate to anywhere UK Mainland for all orders under 24 cans. For 24 cans or more we currently offer free shipping. On occasion, we may adjust our shipping policy as a special offer to customers.
We currently offer next day delivery for orders placed before 12pm*
*on occasion orders can be delayed and take longer than expected. Currently, due to COVID-19 the courier system is under a lot of pressure. We are working closely with them each day to ensure limited hold-ups to your deliveries. Thank you for your patience in advance.
Our Process:
We work hard to ensure round the clock cold storage for our beers. It’s chilled in tank and once packaged, it goes straight into our custom built cold store. This is where your beer lives until it’s sent directly to you. Cold storage is key to ensure a higher quality product.
We have partnered up with DPD. We are constantly looking at their processes to ensure the best delivery service possible.
We prepare and dispatch orders daily Monday to Friday. Ordering closes at 12pm on those days, any orders after 12pm will be reallocated to the next working day.
We aim to have your order with you within one working day of you placing your order. On occasion, there may be issues/delays, but we will make sure to limit these where possible and contact you to let you know.
When you order:
Once you have confirmed your order and have paid, you will receive a confirmation email. Once we have processed your order for shipping, you will receive confirmation alongside a tracking number.
If for any reason the order cannot be delivered on the first day, DPD will try again. If the delivery cannot be made at all, DPD will return the order to us, where we will either refund the order or arrange for delivery. In this situation, we may have to charge you for delivery a second time.
COVID-19 Temporary Update to policy:
Working Hours:
Gipsy Hill is working to government guidelines, meaning that only necessary people are on site. Our e-commerce team are working from home and will be able to answer all your questions. The current working hours at 8:30am – 5pm Monday to Friday. We will do our best to get back to you as quickly as possible.
Shipping Orders:
We currently do not offer collections or local delivery. All orders go through our current courier partner, DPD. We offer next working day delivery with any order placed before 12pm.
If you were to place your order on Monday at 11:55, we would pack and ship your order that day for next day delivery.
If you were to order on Monday after 12pm, your order would be packed and shipped on Tuesday for delivery on Wednesday.
Any order placed between Thursday 12pm and Friday 12pm, it will be packed and shipped on Friday for next working day delivery which is Monday.
As the brewery runs Monday to Friday, any order that is placed after 12pm Friday will be packed and shipped on the next working day which is Monday for delivery Tuesday.
Tracking
If you have submitted an email address or mobile number with your order, you should receive tracking information from DPD.
If not, head over to https://www.dpd.com/tracking
- Enter your order number into the customer reference box
- enter your shipping postcode into the postcode box
- Click ‘find your parcel’
Once your order has been collected by the courier it will show up on their tracking system. If your order does not appear, it’s likely it has yet to be collected.
Completed Orders
You may have received an email saying your order has been completed, but you haven’t received your order yet.
When processing your order, we mark it as complete once it’s ready to be shipped. This then alerts the courier that we have an order ready to be collected. See above for your rough delivery day and check the tracking to link to see where the order is.
Courier Delays
As you can imagine a lot of business have shifted to online sales, the courier system is under a lot of pressure to keep up with orders.
We process your orders daily and ensure they are ready to be collected by 5pm each working day. Whilst they are working their hardest, the couriers on occasion will miss collections. In this instance, your order will be rebooked in for the following day.
Our courier has assured us that they are putting in a more robust service to minimise delays.
Missing Items/Damaged Order
With the increase in demand for courier services, we have noticed that on occasion items are arriving damaged or not arriving at all. We have also been made aware that on occasion there are missing items from the order.
If this is the case, reply to your order completed email with your issue and we aim to have this resolved as quickly as possible.
Extra Items/Duplicate orders
We have been blown away with your support, it’s truly heartwarming to see a community rally around us. We have been slightly caught off guard and working daily to ensure better processes in place.
If you receive a duplicate order, let us know and we will come to an arrangement of how to resolve.
Refunds
If you have placed an order with us and decide that you would like to cancel your order or require a refund – email us with your request and we will handle this on a case by case scenario.
In line with ‘The Consumer Contracts Regulations’ we accept refund requests up to 14 days from you receiving your order.
Other Questions
If you have any other questions not covered above, please reply and let us know how we can help.
We currently have one person manning the emails Monday to Friday during normal office hours, if we receive email outside of these hours we will do our best to get back to you first thing the following working day.