Customer Help Page

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This is our help page to answer most of the frequently asked questions we receive. It is intended as a guide to quickly answer most questions.

The Help Page is divided into 2 sections; FAQ's Before Placing Orders and FAQ's After Placing Orders.

Please scroll down the page to the relevant question.

FAQ's Before Placing Orders

Placing an order

I'm new to eBay, how do I use it?
I know how eBay works in theory but how do I place an order with your Home Brew shop?
Do I need to go through eBay or can I just phone and place an order?
I've placed my order and paid for it, is there anything else I need to do?
Will I get message updates after I've placed my order?

Payment

What payment methods do you accept?
Do you accept cheques?
Why don't you accept more payment methods?
What is PayPal?
What's an eCheque?
I didn't mean to pay by eCheque, do I have to wait until it clears or can I cancel it?

Postage

Will you combine postage for multiple items?
Is there a maximum amount that I would pay for postage?
Do you deliver outside the UK?
I think my order will have cost less to send than I was charged, why is this?
Do you post to Northern Ireland and remote places in the UK?
What method will you use to send my order?
How quickly is my order dispatched?
How long will my order take to arrive?
Can you send to an alternative address?
If I live outside the UK, can I make a purchase to be delivered in the UK?
I see the option for courier delivery, what service is this exactly?
My order's really urgent, how quickly can I get it?
Can I track my order?
What happens if I'm out when they try to deliver my order?
Can I leave delivery instructions?

FAQ's After Placing Orders

Queries about my order

I've made a mistake with an order I've just placed, can I alter it?
My order has been dispatched but I've changed my mind or ordered the wrong item, what now?
Where's my order, I think it should have arrived by now?
I think my order must have been lost, what now?

Returns Policy

Can I return my order?
What do I do if I receive the wrong item?
What do I do if my order arrives damaged?
What do I do if my order is faulty when it arrives?
What do I do if my order develops a fault after it has been used?
What do I do if I change my mind about something when it arrives?
Can I return my item personally?
Who pays the return postage costs?
How will I know if you have received my returned item?
How long will my return take to process?
How will I know when my return is completed?

General Questions

Do you have a shop / Can I collect my order?
How long have you been established?
Do you leave feedback for customers?
How do I contact you?

FAQ's Before Placing Orders

Placing an order

I'm new to eBay, how do I use it?
If you're new to eBay you'll find it an easy and enjoyable way to shop online, safe in the knowledge that you can see the reputation of the sellers and what other customers think of them. eBay has produced an informative guide (click here) as an introduction to using eBay.
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I know how eBay works in theory but how do I place an order with your Home Brew shop?
After setting up an eBay account, which is a straight forward process described in the link in the above question, you simply need to browse our shop to find the products that you're interested in. For example, if you're looking for a Home Brew beer kit, from our Home Brew shop homepage click the link on the left hand side list of categories and those products will be displayed. You can choose how to sort the results; by price high to low or vice versa or you can use the search box to look for what you're after, in this case type 'home brew beer kit' and matching products will be displayed. The more exact your search terms, the less products will be displayed, the more broad your search terms i.e. 'home brew', the more will be displayed. Try clicking the highlighted terms to show what results they generate.
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Do I need to go through eBay or can I just phone and place an order?
Buying through eBay is quick, secure and easy. When ordering online most websites will require you to set up an account much the same as eBay does. Even if you just make one purchase you will find it a quick and intuitive process. You've then got an account set up should you wish to return to make future purchases, particularly handy when needing to come back for refills after buying one of starter kits
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I've placed my order and paid for it, is there anything else I need to do?
There is usually nothing more to do than sit back and wait for your order to arrive. However, if your order is to be sent by courier it is helpful for us to have a contact phone number to pass on to the courier. If your transaction was processed by PayPal and you didn't fill in the phone number or mention it in the 'notes to seller' section (information on providing extra delivery details) when checking out, then it would be helpful to send us a message containing your phone number and also any delivery instructions to avoid any delays with your order.
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Will I get message updates after I've placed my order?
Yes, after your order is successfully received you will receive a confirmation message sent to your eBay messages inbox. You will then receive a further message when your order is ready for dispatch, and if your order is to be sent by courier, a final message containing tracking details. Should there be any specific reason for us to contact you this will usually also be done by the eBay message system.
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Payment

What payment methods do you accept?
We accept the following methods of payment:
PayPal - The vast majority of our customers choose PayPal. No account is needed and all major credit cards can be used.
Postal Order - Made payable to Home Brew Online Ltd. Please see the contact section for our postal address.
Cheques - Made payable to Home Brew Online Ltd. Please see the contact section for our postal address.
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Do you accept cheques?
Yes, we accept cheques for payments over £20. Please allow 5-7 working days for payment to clear.
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Why don't you accept more payment methods?
We have run online businesses for many years and have found PayPal to be very reliable and secure. It offers the ability to pay by credit card and bank transfer and offers both buyer and seller protection. PayPal is one of the most secure payment methods available as you don't share your financial details with anybody else. We have found that some customers sometimes like to phone up to check availability of products and then process their order over the phone. The way that we use to replace the need for phoning is our email system, which is responded to very quickly.
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What is PayPal?
PayPal is a secure and easy way to send money online, used for nearly all eBay transactions. It can be used to either send or receive payments online. Once you sign up for PayPal, you can send money to anyone with an email address. You can use money from your PayPal balance or from another payment method of your choice, such as a credit card, debit card or your bank account. Recipients are then notified by email that they have received a payment from you. More info from PayPal.com.
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What's an eCheque?
An eCheque is an electronic funds transfer that withdraws money directly from your bank account. It's just like writing a cheque, only it is done electronically. When you send money with an eCheque, the transaction will be held as pending for seven to nine working days, until the electronic transfer has left your bank and arrived in ours. More info from PayPal.com.
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I didn't mean to pay by eCheque, do I have to wait until it clears or can I cancel it?
If there aren't sufficient funds in your PayPal account they need to be transferred from your linked bank or credit card, this isn't always clear to some customers. It is often difficult to cancel an eCheque that is already in the system. If you can't wait (7-9 days) for the eCheque to clear and would like to re-send an instant payment, so your order can be dispatched asap, that's fine. When the eCheque eventually clears we will then refund the duplicate payment, if you weren't able to cancel it. Please Email Us if you find yourself in this situation.
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Postage

Will you combine postage for multiple items?
Yes, any items bought at the same time are eligible for combined postage. We want you to buy all your home brew goods from us, so we make it easy and cost effective for you to buy several items together.
At the bottom of each multiple item listing, the price is stated for multiple purchases from that particular listing i.e. postage for the first item could be £3.95 with postage for subsequent items charged at £1.25 each. If items are bought from different listings the postage discount may not automatically be calculated when confirming your order, in this case please send an invoice request and your invoice will be sent reflecting any eligible savings.
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Is there a maximum amount that I would pay for postage?
Yes, postage is limited to a maximum of £5.95.
Tip: Orders to be sent by courier are charged at £5.95, this is our maximum postage charge so any additional items are sent free of any postage cost.
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Do you deliver outside the UK?
Home Brew Online deliver throughout the UK and the EU. Through our eBay shop however we currently only deliver within the UK. Please send a message with any international shipping questions.
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I think my order will have cost less to send than I was charged, why is this?
Our postage rates are fair and take into account postage, packing and labour costs, not just the postage. We take care to pack orders with good quality materials where necessary so that you receive your goods in the condition they were sent. All costs are clearly shown and there are no hidden charges.
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Do you post to Northern Ireland and remote places in the UK?
Yes, we deliver to all locations with a UK postcode. The charge for non-mainland UK addresses and Scottish Highlands and Islands is £9.95 to cover the surcharges that we incur for items delivered by courier. Please see the Shipping Rates link on the left for areas and postcodes which incur the £9.95 charge. Standard Royal Mail to these destinations is the same price as the rest of the UK, however please allow slightly longer for delivery. If you live in a remote location and would like to check postage rates please Email Us first.
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What method will you use to send my order?
Depending on the product, there will either be a choice of Royal Mail Standard (2nd Class) and/or a courier option. Heavier or more expensive items will only have a courier option.
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How quickly is my order dispatched?
We have mail collections daily from Monday to Friday and all orders placed before 11 o'clock are sent out on the same day. Courier orders placed after 11am may still be dispatched on the same day, however we can't guarantee it.
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How long will my order take to arrive?
Different products will have different postage options depending on size, weight and value. Where a choice of postal options is given, please select the most suitable one.
Standard (2nd Class) The default postage option is Second Class (unless the item is only suitable to be shipped by courier). The Royal Mail says items sent by Second Class should take 1-3 working days.
Important: Although we will process your order quickly and dispatch your goods as stated, we are unable to control your order after it leaves us. Royal Mail items cannot be tracked and, although unlikely, a small number of items are delayed or go missing. In the unlikely event of a problem with a delivery we take full responsibility and will ensure you are refunded or have a replacement sent. Please see the section under Where's my order, I think it should have arrived by now? for the full procedure in the case of missing items.
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Can you send to an alternative address?
In the majority of cases we can send to an address different to the one on your eBay or PayPal account. You must advise us of the alternative address at the time of the order. We reserve the right to cancel any order to an unconfirmed address or refuse to deliver to an alternative address. We may refuse to send to an alternative address if a buyer has a low feedback score. If in any doubt, please email first.
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If I live outside the UK, can I make a purchase to be delivered in the UK?
In the majority of cases, yes. The above question answers this one as well. The only difference is that eBay won't allow you to place an order as we don't accept non-UK orders through the eBay system. You will need to send your payment via www.paypal.com to sales@home-brew-online.co.uk using the 'Send Money' service. Please Email Us before sending any payment.
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I see the option for courier delivery, what service is this exactly?
Heavier and/or more expensive items will either have courier delivery as an option or as the only delivery method. We use more than one courier company and will use the one most suitable for your particular order and location. We use next working day services and orders placed before 11am (Mon-Thurs) are usually delivered the next working day. Orders placed on Friday before 11am are usually delivered on Monday. Orders placed over the weekend are dispatched on Monday so should be delivered on Tuesday. As well as a dispatch confirmation email, orders sent by courier will also be sent a message containing tracking details.
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My order's really urgent, how quickly can I get it?
Our courier service is usually next working day for orders placed before 11am so this is your best option. Orders can be sent out for next day delivery (Mon-Thurs) up until 3pm so please Email Us if you require next day delivery and your order will be placed after 11am. Smaller or less expensive items don't generally have the option to be sent by courier but they can be on request. Any item can be sent by courier for £5.95, please send an invoice request after confirming your order and an invoice will be sent with the courier charge applied.
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Can I track my order?
Items sent by Royal Mail cannot be tracked. Items sent by courier can be tracked and a message containing a tracking reference and a link to the courier's website will follow your dispatch confirmation email. This message will also let you know the expected delivery date.
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What happens if I'm out when they try to deliver my order?
If you are out when Royal Mail or a courier attempts to deliver your order they will leave a card with instructions on how to arrange a re-delivery or alternatively there are usually instructions on where to collect from your nearest depot if preferred. Some couriers will automatically re-attempt delivery but will leave a card so that you know they've been.
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Can I leave delivery instructions?
Yes, this is a good idea if you don't expect to be in when the delivery is due. If paying by PayPal please use the 'note to seller' to pass on any instructions or alternatively send a message after ordering using the eBay messaging system. Notes along the lines of 'Leave with next door neighbour' or 'leave in shed' will be passed on. This applies to orders sent by Royal Mail and courier, although we can't guarantee instructions will be follow we will pass them on. You may also like to leave a note on your door with instructions. If your delivery is to be sent by courier it helps if we can have a phone number to pass on, this gives them the option to call you in the event of difficulties finding a property. If you aren't sure whether your phone number is attached to your PayPal account, please send a message containing the best number to use for delivery.
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FAQ's After Placing Orders

Queries about my order

I've made a mistake with an order I've just placed, can I alter it?
As long as your order hasn't been dispatched we can put it on hold and make any necessary amendments. If you have already received a dispatch confirmation email the chances are that it is too late. In any event please Email Us as soon as possible to advise us of the mistake. If you realised the mistake before paying for your order then it won't have been dispatched. If an order needs cancelling then we will advise eBay that the transaction is to be cancelled. You will receive a message from eBay that you need to click to let them know that we mutually agree not to proceed with the transaction.
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My order has been dispatched but I've changed my mind or ordered the wrong item, what now?
When your order arrives please follow the instructions for returns. Any item can be returned for any reason. If the item needs to be returned due to no fault of ours we charge a re-stocking fee as detailed in the returns section.
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Where's my order, I think it should have arrived by now?
We aim to dispatch all orders within one working day and, with very few exceptions, manage to achieve this. You will receive a dispatch message to your eBay messages when your order has been dispatched so you know it's on the way. Please be aware that, although we dispatch orders as quickly as possible, due to the nature of online shopping we do have to rely on either the Royal Mail or our courier company to deliver the order to you. Although the vast majority of orders arrive in good time, inevitably some will be delayed and the occasional order lost completely. Please see the section How long will my order take to arrive? for the full details of expected delivery times. If your order was sent by courier and hasn't arrived after 3 working days please Email Us. If your order was sent by Royal Mail and hasn't arrived after 7 working days please Email Us.
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I think my order must have been lost, what now?
If your order has been sent by Royal Mail and is delayed, it is not considered missing until 15 working days after the due delivery date - to allow for the item to be returned to the sender if there are problems delivering the item. Please see the Royal Mail website for details. If 15 working days have passed and your order has still not arrived we will start the claims procedure which will involve Royal Mail sending you a form to confirm that it hasn't arrived which will need to be signed and returned to them. After we receive confirmation that the item hasn't been received we can then either send another order out or offer a refund, whichever is preferred. If your order was sent by courier it's a lot easier to find out where it is due to the tracking systems in place, we should be able to resolve your missing courier delivery quickly after you Email Us. If it has been lost by a courier then we will send out a replacement order.
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Returns Policy

Can I return my order?
We want you to be 100% happy with your order from Home Brew Online and have total confidence ordering from us. We will accept returns for the usual reasons detailed below. When returning any item to us it is essential to complete our Online Returns Form to enable us to process it as effectively as possible.
To visit our Online Returns System please click here
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What do I do if I receive the wrong item?
Please use our Online Returns System to inform us of the mistake and we will issue a returns number and details of how to return the incorrect item(s) where necessary.
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What do I do if my order arrives damaged?
Please use our Online Returns System to inform us of the damage and we will issue a returns number and details of how to return the incorrect item(s) where necessary.
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What do I do if my order is faulty when it arrives?
Please use our Online Returns System to inform us of the fault and we will issue a returns number and details of how to return the faulty item(s) where necessary.
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What do I do if my order develops a fault after it has been used?
Please use our Online Returns System to inform us of the fault and we will issue a returns number and details of how to return the incorrect item(s) where necessary. Items can be returned up to 30 days from date of delivery. Orders over the Christmas period can be returned until the end of January.
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What do I do if I change my mind about something when it arrives?
Please use our Online Returns System to inform us that you've changed your mind and we will issue a returns number and details of how to return the unwanted item. Items can be returned up to 30 days from date of delivery. Orders over the Christmas period can be returned until the end of January. Items returned due to no fault of our own incur a 10% re-stocking fee. Your remaining refund will be credited within 1 week of us receiving the goods and checking them over. Please do not return goods which aren't in their original, re-saleable condition. We won't send out items to other customers that have been returned and aren't in perfect condition. Any items returned which are not in perfect, original condition won't be credited so please ensure adequate packing methods are used.
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Can I return my item personally?
We operate from an industrial warehouse with no customer service facilities. If you live nearby and it is more practical to hand deliver an item we can arrange this on an individual basis, please use our Online Returns System.
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Who pays the return postage costs?
If the order needs to be returned because of a fault or a mistake on our part then your postage costs will be refunded. We will refund reasonable costs up to the value of 1st Class Royal Mail recorded. If the order is returned because it wasn't suitable or you changed your mind the postage costs are your responsibility. Returned items are your responsibility until we receive them so please use an appropriate service such as Royal Mail recorded. If an item is going to cost more than £25 to return please let us know as this is our maximum postage credit amount, we will arrange for collection in these circumstances.
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How will I know if you have received my returned item?
You will automatically receive a confirmation email when your returned item is received.
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How long will my return take to process?
We aim to process your return as quickly as possible and usually complete them within a week. Please allow slightly longer at seasonal peaks.
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How will I know when my return is completed?
You will receive an email to update you when your return is completed to let you know either that your replacement product is on its way or that your refund has been processed.
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General Questions

Do you have a shop / Can I collect my order?
We operate from a modern warehouse with few customer service facilities but we do have customers who prefer to collect their orders rather than pay for postage and this isn't a problem. Please Email Us if you would like to collect your order or call us on 01904 791600
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How long have you been established?
We first started trading online in March 2005. After serving tens of thousands of happy customers through our website and eBay Shop we decided to open a specialist Home Brew store.
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Do you leave feedback for customers?
We would like to leave personal messages for every individual customer but due to time constraints we use an automated system, leaving positive feedback after we receive it. Leaving negative feedback doesn't help anyone and all problems can be worked out, please Email Us if you have any concerns.
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How do I contact you?
Please Email Us or call us on 01904 791600. Enquiries relating to products or returns are best dealt with via email so there is a record of correspondence. If you would like to place an order, please either call us or send an email.
For general enquiries please Email Us

We are open Monday to Friday 9-5.

Our postal address is:

Home Brew Online Ltd
Unit 6
Pyramid Court
Ouseacres
Poppleton Road
York YO26 5NB


Home Brew Online Ltd
Registered in England & Wales
Company Registration Number: 6736747
VAT Number: 972333319


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