Frequently Asked Questions
Placing an order, payment and delivery
How do I know that you have received my order?
When you submit your order we will reply to the email address you have given, confirming all your order details, including the products you have ordered and the total cost.
What forms of payment do you accept online?
We accept payment by MasterCard, Eurocard, Visa, Delta, Electron, American Express and Maestro. We also offer PayPal for purchases of all products. All payments are handled by PayPal, so we do not process or keep any financial details.
Is it safe to use my credit/debit card?
All orders are encrypted so they cannot be read during internet transactions. A green padlock icon should be visible in the URL / web address bar at the top of your screen. This is your guarantee that your actions are safe & secure.
How much do you charge for delivery?
When you buy products online, delivery charges are calculated depending on the weight and destination of the order. The total will be displayed on the final page before you have to submit payment. If you have any questions regarding delivery charges for books and other products, please contact Customer Services directly
Do you deliver or send products outside of the UK?
Yes. Shipping costs for overseas are calculated for you on the website.
Are import duties payable on international orders?
Some countries may impose import duties on deliveries from the UK. Customers are responsible for any applicable customs duties or taxes that may be imposed on a delivery in the destination country.
When will I receive my order?
Deliveries to the UK are usually delivered by My Hermes. We try to deliver the majority of products within 2 – 4 working days of the order being placed. We strongly recommend that you propose an address where there will always be someone present to receive the delivery.
Deliveries abroad are delivered by Royal mail Parcelforce International or their local contractor. Delivery times vary depending on the destination, but we try to deliver them within five to seven working days for Europe, North America, the Far East and Australasia or seven to 28 working days for the rest of the world. At busy times, particularly before Christmas, please allow more time. Again, we strongly recommend that you propose an address where there will always be someone present to sign for the delivery.
I wish to place an order that is a gift, can you deliver directly to the recipient?
Yes. This is a great way to save time and, often, postage costs. You can specify the address via the checkout page on the website.
Refunds and incorrect or damaged goods
What is your refund policy?
If for any reason you are not entirely happy with anything you have purchased from the online shop, we will refund the value of the goods supplied. Please contact Customer Services within 14 days starting the day after delivery on 01792 363391 (or if you are calling from outside the UK on +44 1792 363391 or e-mail email@example.com Our team will then give you individual advice on claiming a refund and returning item(s).
What is your policy regarding damaged goods or incorrect deliveries?
We do all we can to ensure that orders of Welsh Brew products arrive with you correctly and in good condition. However if you are not sent the goods you ordered, or if the goods arrive damaged, we will refund your money or (depending on stock availability) replace the damaged goods.
If necessary we will make up a shortage. Any claim by you for any shortages and/or defects in the goods must be notified to us by you within 14 days of the delivery date (please use the contact details on your invoice), stating the nature of the shortage/defect and quoting the invoice number. If you fail to so notify us you will be deemed to have accepted the goods. In certain cases we may ask you to help us by returning the damaged goods.
Cannot find what you are looking for?
If you have any queries regarding any of the above please do not hesitate to contact our customer service team on 01792 363391 (or if you are calling from abroad on +44 (0) 1792 363391) or e-mail us at: firstname.lastname@example.org