Our FAQs for these FAQed-up times

COVID-19 HB&B News

Things move quickly in these uncertain times, so we've brought everything you might want to know about HB&B together in one place. If you have further questions, please don’t hesitate to drop us a line. (Updated 18/09/20)

Our Peckham/East Dulwich shop: We're back to "normal" in-store browsing (hurrah!); however we have some Covid restrictions in place for your safety. Please wear a mask and sanitise your hands on entry, only 2 customers are permitted in store at a time and unfortunately we don't have any drinking in or flagon refills available at this time. (If you are unable to wear a mask, please give us a wave and we will happily come out to serve you.)

The exciting news is that from this Wednesday 23 September we will be serving takeaway coffee, roasted by our friends at Lomond Coffee, plus Good & Proper Tea, Mork Chocolate and bread and pasties from St John Bakery from our Coffee Hatch. Coffee hours are 8.30am-3pm on weekdays and 9am-3pm weekends. The shop will open for browsing/service from 3pm weekdays, 11am Saturday and 12pm Sunday. (Unfortunately we can't sell alcohol via the coffee hatch before these times.)

Our Deptford shop: Due to its tiny size, our little Deptford arch of joy is open for click & collect orders and "grab & go" purchases from the door. Our fridges are fully visible and our team are happy to help you choose the perfect sauce and/or beverage. The Deptford shop is open Wed-Fri 4-8pm, Sat 11am-7pm and Sun 12-6pm.

Drinking on site: We've taken the decision not to have any drinking on site for the remainder of 2020. We don't have the space for socially distanced drinking, for a start, and we're also operating a small team and don't have the capacity to take on the extra workload that serving safely on site entails. We'd rather that business went to our pub friends, who need it more than we do and are better equipped to carry it out safely.

Online: There are numerous options for you to choose from - UK-wide shipping (free over £75), same-day London delivery, free local delivery for orders over £40 (see here for eligible postcodes) plus build-a-box and collection from our stores. When you get to the cart page of our online shop, you'll be asked to choose from three options:

Clean, green, local delivery: We've got a 100% electric, zero emissions van! This means if you're in one of our eligible postcodes we can bring you the good stuff without pumping any nasty toxins into the air we all breathe. Glenn and Nathan hand-deliver all of our local orders, with delivery runs taking place on Mondays, Wednesdays and Fridays, and you can now select your preferred day at the checkout (the calendar is on the cart page). If you need a guaranteed delivery on the same day, please use our (paid) same-day London option at the checkout.

Pick Up (Peckham/Deptford shops): Local customers can now choose to collect from our two shops - you'll find the Pick Up tab on the Delivery page in the checkout. After your pick up order is placed, we will be in touch to let you know when your order is ready to collect. (Please note that orders may take up to 24 hours as they may need to be transferred from our warehouse.)

Build a Box: This option lets you swoop in and buy those limited-edition specials while you can, then set them aside until you're ready to get the order on the road. Choose the Build A Box option on the cart page for each order, then once you're ready to send, please let us know by adding a note to your order or emailing us - we'll either send you a shipping invoice, or if it's over our free shipping threshold, we'll get it on a courier. Freshness is imperative to us, so please note we can only hold orders for 10 days unless by prior arrangement.

Courier deliveries: The UK courier network is under extreme pressure at the moment, with much higher volumes than pre-Covid. This means it may take slightly longer than usual for our courier partners to update their tracking and for orders to be delivered. If you receive a notification saying your order has been delayed, nine times out of 10 this will be due to a missed overnight courier collection - it will soon be back on the road. Don’t forget there’s a pandemic happening - please be patient with our courier partners. They’re doing the best they can!

Response times: With increased demand, our time is pretty tight and we may take longer than normal to respond to emails and DMs. Please only call us if you have an urgent inquiry about an existing order. Otherwise, please use the interactive chat function on the webshop or be patient while we get through our inboxes.

Charitable giving: We're really fortunate to be so busy at a time when many people are struggling. That's why we've formalised our charity approach to ensure that we can give back as much as possible to causes that are close to our heart. We'll be contributing to a different charity each month and we've also added a Donate button to the cart page on our online shop to allow you to make a donation with your purchase, if you choose to.

My instore Beer Miles don’t seem to work online: If you signed up for Beer Miles in-store, you may find that you can’t log in online. Simply drop us an email and we’ll send you a reset email which will allow you to create an online account linked to your Beer Miles. Otherwise your Beer Miles should sync as long as you use the same email address that you signed up with in-store.

Deliveroo: Our Peckham and Deptford Deliveroo stores are both open for orders during the shop opening hours.

COVID-19 precautions: We're continuing to do our utmost to keep you and our team safe and protected. Our team is fully briefed on best practice hygiene and we enforce social distancing at all times in-store. No-contact deliveries are standard. We've also consulted with our delivery partners to ensure they are taking the greatest care when delivering your goods to protect both you and themselves.

Finally... New products continue to roll in (you can check out what’s landed and what’s coming soon at the web shop) and we’re so happy that we can continue to support our wonderful suppliers in these uncertain times. We’re also ridiculously appreciative of your support and thank you from the bottom of our hearts.

Thanks so much again - stay strong and stay safe x


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