Our FAQs for these FAQed-up times

COVID-19 HB&B News

With the announcement of lockdown 3.0, things are a little different for us this month. Our team is currently taking a week's break but we're returning to action with a few changes to our service w/c 11 January. Full deets below - if you have further questions, please don’t hesitate to drop us a line(Updated 5/1/21)

HB&B's philosophy for Lockdown 3.0: Nothing is more important than your safety and ours. During these weeks when the virus is at its peak, we want to reduce our team's exposure at work and keep you, our customers, safe. It's estimated 1 in 30 people in London are currently infected with coronavirus, which is terrifying. We know the virus spreads most quickly indoors - just because we are allowed to have our doors open doesn't mean we should. Therefore we are temporarily suspending in-store shopping and instead will serve from the door/hatch at both shops. We are also reducing our hours to enable our staff to stay home and stay safe as much as they can.

We strongly encourage you to stay home, stay safe, shop online and get your order delivered to your door via our 100% electric Flagon Wagon in South London or via our courier partners across the UK.

Our Peckham/East Dulwich and Deptford shops are back open from Wednesday 13 Jan: We will serve from the door/hatch from 2-7pm Wed-Fri, 11am-7pm Sat and 12-6pm Sun (closed Mon/Tue). We ask that you please wear a mask when approaching the hatch, keep a 2-metre distance from other customers and use the sanitiser provided. To avoid having to wait, why not use our click & collect service online (please allow 24 hours for collection)? You can also make spontaneous grab-and-go orders from the hatch but please note these will take more time for staff to pick.

Coffee - Unfortunately, for January at least, we will be temporarily putting our Peckham coffee and pastries service on the back burner. We'll look to restart this once the virus has passed its peak - we miss those doughnuts as much as you do...

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 for local delivery (free for orders over £40) we can bring you the good stuff without pumping any nasty toxins into the air we breathe. We hand-deliver our local orders, with delivery runs generally taking place on Tuesdays, Thursdays and Saturdays, 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/click & collect (Peckham/Deptford shops): Local customers can 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 allow 24 hours for collection as orders may need to be transferred from our warehouse.) We do, however, strongly encourage our free local delivery service for orders over £40, which means you can stay home and stay safe, and let us come to you.

Courier deliveries: We will be shipping courier orders from Monday 11 January. Our courier shipping charges are £4.95 or £7.95 (dependent on weight) or free for orders over £75. The UK courier network is under extreme pressure at the moment, which 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, this will usually be due to a missed overnight courier collection rather than loss or breakage - it will soon be back on the road. Please be patient with our courier partners. They’re doing the best they can in extraordinary times!

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.

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

Charitable giving: We're fortunate to be busy at a time when many 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're 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. In 2020 we were able to donate nearly £8,000 to charity with your support - thank you :)

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.

Drinking on site: We've taken the decision not to have any drinking on site until the pandemic is over (even if this is permitted under government guidance). We don't have the space for socially distanced drinking 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. Sorry - fingers crossed for later this year...

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 mask wearing, sanitising and social distancing at all times. 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. 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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