Our FAQs for these FAQed-up times

COVID-19 HB&B News

Things are moving quickly in these uncertain times, so we wanted to bring together everything you might want to know about HB&B right now in one place. If you have further questions, please don’t hesitate to drop us a line. (Updated 23/07/20)

Our Peckham/East Dulwich and Deptford shops: Both of our physical shops are open for click & collect orders and what we call "grab & go" sales (small purchases from the door). Peckham is open 4-7pm weekdays and 12-6pm Saturday and Sunday; Deptford is open Wed-Fri 4-7pm and Sat-Sun 12-6pm.

Unfortunately we can't open our doors for normal browsing at this time - our Peckham shop is now our makeshift online warehouse, so it's constantly filled to the rafters with stock and orders waiting to go out, and we're still assessing how we can make our Deptford shop safe for both our team and your good selves. However our friendly team can provide expert advice and recommendations, and you can make an online order on the spot and we'll pick it for you ASAP. 

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 now got a new 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 diesel toxins into the air we all breathe. Jen, 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 Deptford orders may take longer as they will usually need to be transferred from our Peckham branch)

Our collection hours are strictly 4-7pm Mon-Fri in Peckham, 4-7pm Wed-Fri, and 12-6pm Sat and Sun in both stores - alas we cannot offer collection outside of these times. We operate a no-contact collection service - when you arrive, please wait behind the yellow lines and have your name and order number ready for our staff. A reminder too that we cannot hold orders for collection for longer than 7 days unless by prior arrangement.

Build a Box: This option is now called Save My Order for Future Shipping (Multiple Orders). It 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. Once you're ready to send, please let us know by adding a note to your order or emailing us - we'll then 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 normal. 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: Demand, time is pretty tight and we’re taking longer than normal to respond to emails and DMs. Please only call us at the shop if you have an urgent inquiry about an existing order. Otherwise, please be patient while we find time to 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 fortnight 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 open for orders!

COVID-19 precautions: We're continuing to do our utmost to keep you and our team safe and protected. Our online orders are prepared in our closed-to-the-public Peckham base, which is deep cleaned at the start and end of every day, with all surfaces and points of contact sanitised after use. Our team is fully briefed on best practice hygiene and we operate social distancing at all times in-store (apart from Jen and Glenn, they’re allowed to get a bit closer to each other if they fancy). We use fresh sterilised latex gloves and antibac wipes to pack and deliver your orders, with no-contact deliveries as 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


Older Post Newer Post


Leave a comment