Our FAQs for these FAQed-up times

This is an ongoing post detailing the current situation for us as things develop. Please keep checking back in as things change over the coming weeks and months. If you have further questions, please don’t hesitate to drop us a line(Updated 15/07/2021)

Hatch service abides - please wear masks at the window: The rapidly rising case rates across the country means that we will be continuing hatch service at both shops for the foreseeable, despite restrictions being relaxed on Monday 19th. This is to protect both you and our team, most of whom have not yet had the chance to be offered both jabs. We're also currently seeing large numbers of our suppliers and fellow retailers impacted by staff having to self-isolate and in many cases having to temporarily close or reduce services. We want to stay open and fully operational so that we can keep serving you the good stuff!

Our team will continue to wear masks for your protection. We ask that you also wear a mask when approaching the hatch - this protects our team, who serve dozens of people all day long and thus place themselves at significant risk of catching the virus. Please continue to respect social distancing and use the hand sanitiser provided. 

Drinking on site: Drinking-in is available on our outside tables at the Deptford shop. No bookings, it's first come, first served - please check in with Toby and the team on arrival. If a table is available, please scan in using the NHS app or provide your contact details to the team. (No drinking on site at Peckham just yet.)

Online: There are numerous options for you to choose from - UK-wide shipping (free over £79.95), 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: 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 during the pandemic, 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 Deliveroo 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.

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 happy to be able to support our wonderful suppliers. We’re also ridiculously appreciative of your support and thank you from the bottom of our hearts.

Stay strong and stay safe x