Shop Terms & Conditions

Covid-19 Update

Our distribution and customer service team are working incredibly hard to process all orders in a timely but safely manner. Please bear with us and avoid calling our support line to check on your order, we’d greatly appreciate it. If you do need to contact us regarding your order, please do refer to the FAQs below as they might answer your question.

We’re extremely grateful for all the support you are giving us and we hope you enjoy your beers!

Q: How long will it take to receive my order?

A: We’re working incredibly hard to get your order to you and we’re proud to still be able to dispatch most orders within 3 working days and delivered next working day, but some may take longer. You will receive tracking details from DHL when your order is ready for delivery – we ask that you please leave it 7 days from order until you email us to follow up on your delivery status.

Q: I’ve only received part of my order. Where are my other items?

A: Due to the high number of orders being placed and how busy our parcel carrier is, it is possible that your order might be delivered over more than one delivery. We do our best to keep orders with multiple boxes in the same delivery but it isn’t always possible. Please wait two days from receipt of your first delivery before contacting us.

 

‘We’, Greene King Brewing and Retailing Limited, trading as the ‘Greene King Brewery Shop’ at Westgate Brewery, Bury St Edmunds, Suffolk, IP33 1QT, offer alcoholic beverages for sale to consumers through this website.  All orders placed through this website will be subject to the terms and conditions set out below. By placing an order you are deemed to have accepted these terms and conditions. Please read and familiarise yourself with them before placing your order.

  1. Customers

We will only deliver to customers in England, Wales, Scotland, Ireland, Northern Ireland, Guernsey, Jersey, the Isle of Man, the Orkney Islands, the Inner Hebrides, the Outer Hebrides and the Shetland Islands.  It is illegal for anyone under the age of 18 years to purchase alcoholic beverages in the UK.  You may be required to supply proof of age on request and we shall not sell or deliver alcohol to anyone who is, or appears to be, under the age of 18.  You must be over 18 years of age and capable of entering into a contract and by placing an order you confirm this.

  1. Representation of Products

Greene King acknowledges the requirement to supply the goods in accordance with the order placed. Greene King reserves the right to alter, without notice, prices of products and conditions of sale before you place an order. Please note product shades and shapes may vary. All measurements are approximate. Greene King reserves the right to withdraw any item from sale without notice.

  1. Orders

The minimum order which you can place through this online system is 6 bottles and the maximum order which can be placed is 100 cases. Orders will be processed during the hours of 9 am to 5.00pm Monday to Friday. Any orders received during the weekend or on public holidays will be processed on the next working day.  Periods of high demand may result in delays to the processing of orders.

Despite our best efforts to maintain fully accurate stock records, it may sometimes happen that we are unable to fulfil an order. In this case, we will contact affected customers directly to make alternative arrangements.

  1. Payment

Full Payment must be made prior to dispatch of the products, by credit or debit card (we accept all major debit/credit cards, but unfortunately we cannot accept Diners Club or American Express) or via PayPal. In the event of non-authorisation of payment by your card issuer we will contact you by telephone or email. We cannot accept liability for any losses or costs incurred or sustained by customers who transmit credit or debit card information (please see our privacy notice here).

All prices are shown in Pounds Sterling (£) and are inclusive of VAT (where applicable) at the current rates and are correct at the time of entering the information onto the system.

The total cost of your order is the price of the products ordered plus delivery charges.

You confirm that the credit/debit card being used for any transaction is yours.

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to, or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery.

  1. Delivery

We use a next working day service via our courier or Royal Mail for delivery following receipt of payment. Subject to stock availability and receipt of payment orders will be dispatched in accordance with the following table:

 

Order placed Dispatch
Monday – Thursday before midday Same day
Monday – Thursday after midday Next working day
Friday – Sunday and on any bank holidays Next working day

 

Location Delivery cost
England, Wales and Scottish Lowlands £5.50

(Free delivery is available in accordance with the section below)

All other locations Based on post code and weight and calculated at checkout

 

Free Shipping

If your order value (excluding postage costs and brewery tour tickets) comes to £60 or more you will qualify for free shipping (England, Wales and Scottish Lowlands only).

Gift Vouchers Delivery

Brewery Tour Gift Vouchers are sent via Royal Mail First Class service. If your order contains gift vouchers and other products e.g. beer, they will be delivered separately.

How do I track my order?

When your order is ready for dispatch you will receive tracking information from our courier via email and text (subject to you providing your mobile number at checkout). Firstly, you will receive a pre delivery notification with the option to amend the delivery using the ‘Change It’ options sent following collection of the parcel. Then an estimated one hour delivery window notification on the morning of the delivery. An optional ‘You’re Next’ notification when the driver is one delivery away.

At every point in the parcel journey you will be provided with options to ensure you are able to receive your delivery through our couriers ‘Change It’ options. This allows the customer to collect from a depot, leave in a safe place, leave with a neighbour or change the delivery date.

 Attempting Delivery

Where the driver completes a delivery to anything other than the specified delivery address, a ‘Sorry We Missed You’ card will be completed and left for the customer. A notification will be sent confirming either the neighbour’s details or the left in your safe location.

In the event that the driver is unable to complete the delivery, including because there is no one available over the age of 18 available to accept delivery, a ‘Sorry We Missed You’ card will be completed and left. A notification will be sent confirming the card reference number and the link to the Manage My Delivery section of UKMail.com. The customer will be instructed to visit Manage My Delivery at UKMail.com, enter the card reference number and delivery postcode and select from the Change It Options available.

Leaving in a safe place or with a neighbour

Please add your request in the ‘notes’ section on the /checkout page when placing your order. Please note that if you request your order to be delivered to a safe place (unsigned for) you do so at your own risk. Our courier will only deliver to a neighbour who is aged 18 or older.

What do I do if beer is delivered broken or items missing?

Please check all goods before signing for them. If you notice the items are damaged then please refuse delivery from the courier.

Due to the nature of the product it is possible that the glass bottles in your order can break. If your beer has arrived broken or some items are missing please contact our team on shopsupport@greeneking.co.uk or call 0800 8807112.

 

  1. Cancellation and Returns

You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

To exercise the right to cancel, you must inform us at shopsupport@greeneking.co.uk of your decision to cancel this contract by a clear statement. You may use the attached model cancellation form [available here], but this is not obligatory.

If you cancel this contract, we will reimburse to you all payments received from you, including the cost of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than:

  1. a)    14 days after the day we receive back from you any good supplied, or
    b)    (if earlier) 14 days after you provide evidence that you have returned the goods, or
    c)    if there were no good supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
You shall send back the goods with the original packaging intact to the address below or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from the contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

Century Logistics Ltd

Saxham Business Park

Little Saxham

Bury St Edmunds

Suffolk, IP28 6RX

Please note all returned parcels must be sent back using recorded delivery and adequately packed to avoid any possible damage in transport. We cannot accept responsibility for goods damaged during their return, or for postal or other costs incurred when returning goods.

Some of our products are fragile and, while every care will be taken to deliver the goods safely, inevitably some breakages may occur. In this event we will replace the damaged goods, or, if you prefer, give you a full refund.

Can I amend my order?

Please contact us on shopsupport@greeneking.co.uk or call us as soon as possible on 0800 8807112 quoting your order number. If your order hasn’t already been packed, we will look to amend or cancel your order.

 

  1. Complaint Handling

At Greene King we pride ourselves on our high standards of products and services.  If you are not satisfied with your purchase, please let us know.  We deal with complaints effectively, in a fair, confidential and speedy manner and aim to respond to all complaints within 5 working days. If you have any queries or complaints regarding your delivery please contact Century Logistics, our delivery logistics supplier, in the first instance at shopsupport@greeneking.co.uk.

 

  1. Intellectual Policy

No permission is given by us in respect of the reproduction or use for commercial or detrimental purposes of any brand names, product names, designs and other material shown on or connected with our website in which intellectual property rights subsist.

 

  1. Governing Law

These terms shall be governed by and construed in accordance with English Law and all parties shall submit to the exclusive jurisdiction of the English Courts.

 

  1. Limitation of Liability

We shall not be liable to pay any compensation to you, other than any refund as provided above. In particular, but without limitation, we shall not be liable to you for loss of profit, damage to goodwill, any indirect or consequential loss or damage arising out of any damage, defect, negligence or other failing on our part unless (i) you have expressly made us aware in writing of the nature and extent of the loss or damage which may suffer in such situation and (ii) we have expressly confirmed in writing that we accept liability for such matters.

Nothing in these terms shall limit any rights you may have as a customer which are not capable of being lawfully excluded or limited, nor shall it exclude or restrict our liability to you for any death or personal injury resulting from our negligence.

 

  1. Indemnity

You agree fully to indemnify, defend and hold us, and our officers, directors, employees, agents and suppliers, harmless immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of these terms and Conditions by you or any other liabilities arising out of your use of this website, or the use by any other person accessing the website using your shopping account and/or personal information.

 

  1. Our Rights

We reserve the right to:

  • modify or withdraw, temporarily or permanently, this website (or part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to the website; and/or
  • change these terms and conditions from time to time, and your continued use of the website (or any part thereof) following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether these terms and conditions have been changed. If you do not agree to any change to these terms and conditions then you must immediately stop using the website.

 

  1. Refusal of Transaction

We reserve the right to withdraw any Products from this website at any time and/or remove or edit any materials or content of this website.

We may refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of our withdrawing any product from this website whether or not that product has been sold; removing or editing any materials or content on the website; refusing to process a transaction or unwinding or suspending any transaction after processing has begun.

 

14. Booklet Voucher T&Cs:

  1. 10% off your next order using the coupon code found in your order booklet.
  2. Valid from 00:01 on 15 May 2020 to 23.59 on 31 December.
  3. Must be 18+ to redeem
  4. Offer limited to one use per user account.
  5. No cash alternative.
  6. Offer cannot be combined with any other offer, promotion or discount.
  7. Offer excludes Brewery Tours and Brewery Tour vouchers.
  8. Greene King reserves the right to withdraw or amend the offer at any time.
  9. Promoter: Greene King Brewing and Retailing Ltd, Westgate Brewery, Bury St Edmunds, Suffolk IP33 1QT.

 

Last updated: 30 June 2020