Customer Help (Frequently Asked Questions)
This Customer Help page should be read in conjunction with the relevant information given in our other eBay Buyer Guides, ‘Terms & Conditions’, 'Product and Carriage Discounts’, ‘Shipping Including Own Van Delivery’, ‘Contact Homebrewsupplies4u’ and ‘About The Seller’ which are viewable in our shop pages.
What happens after I have placed my order?
Once you have made your purchases you will receive a winning buyer/order confirmation e-mail message sent through to your eBay messages inbox with an invitation to pay. The carriage savings for multiple purchases from the same eBay listing will be automatically calculated on the eBay order confirmation e-mail/invoice, against which you can make payment. If you have purchased from more than one listing, eBay cannot calculate combined carriage costs automatically, therefore, once you have made all your purchases, please ignore the eBay generated ‘Invitation To Pay’ e-mail and select the ‘Request An Invoice’ option instead. We can then send an invoice with the correct carriage before you make payment.
How do I tell you which types I want from a ‘mix and match’ offer?
We offer ‘mix and match’ for many of our multipack offers, so you do not have to have all the same type. Just check the styles available in the listing, the listing’s picture may not show all the styles available, and let us know your choice with your payment. If you are making payment by Paypal, please use the 'note to seller' option. If you do not provide a choice we will e-mail you for your choice, however this will delay dispatch until we receive your reply.
I have bought more than one item, will you combine my order?
We are happy to combine orders subject to the weight, dimensions, value, and destination restrictions for each carrier service. We will use the most cost effective service available, so remember to ignore the eBay generated ‘Invitation To Pay’ e-mail and select the ‘Request An Invoice’ option instead before making payment. Carriage discount for multiple purchases from the same eBay listing is automatically calculated by eBay.
How can I pay?
We prefer payment by Paypal, however you can use your credit/debit card through Paypal or over the telephone on 0845 270 1161. Payment by cheque or postal order will delay shipment until payment has cleared.
Do you ship abroad?
Sorry we only deliver to addresses with a UK postcode.
How will you send my order?
Subject to weight, dimensions, value and destination, each listing will use one of the following carriage services;-
Royal Mail 2nd Class
Royal Mail 2nd Class Recorded
Royal Mail 1st Class
Royal Mail 1st Class Recorded
Royal Mail Next Day
Royal Mail Standard Parcels
Parcelforce Express 48
Fedex Next Day (Fedex service excludes Highlands & Islands, see shipping page). To comply with Paypal buyer protection policy, Homebrewsupplies4u may ask you to use a recorded carriage service in the case of unverified or unconfirmed Ebay and/or Paypal accounts. If you are unsure which is the best option to meet your requirements, please e-mail us first.
The postage I paid was much more than the postage on my parcel, why?
If you did not send an invoice request for a combined order prior to making payment, you have inadvertently overpaid on the carriage because Ebay does not have the facility to calculate combined carriage discount automatically. We always refund any carriage savings to you once your parcel has been dispatched and we have sent a refund confirmation e-mail to your Ebay messages inbox to this effect, and you should also have an e-mail from Paypal confirming our refund. Due to the additional administration costs; you will appreciate we are unable to refund amounts below £1.
How long after payment will you send my order?
Excluding out of stock items, or we are awaiting delivery address confirmation from you, we aim to dispatch orders as follows;-
Order Received Will Be Dispatched By
Before 10.00am January-August September-December
Monday Tues/Wed Wed/Thurs
Tuesday Wed/Thurs Thurs/Fri
Wednesday Fri/Sat Sat/Mon
Thursday Fri/Sat Sat/Mon
Friday Mon/Tues Tues/Wed
Saturday Mon/Tues Tues/Wed
Sunday Mon/Tues Tues/Wed
September to December is our peak time and hence we may require the extra working day (working days do not include Saturday, Sunday or Bank Holiday) to dispatch.
How do I know my order has been sent?
Once your order has been dispatched we will send a dispatch confirmation e-mail to your Ebay messages inbox and mark your order dispatched. Once we mark your order dispatched, Ebay will update your purchase order status record in your Ebay account. The dispatch confirmation e-mail will include tracking details if available, which again will also be added to your purchase order status record in your Ebay account. Please remember Royal Mail 2nd Class, 1st Class & Standard Parcels do not offer tracking information.
How long will it take to get to me?
Our dispatch confirmation e-mail sent to your Ebay messages inbox will detail an estimated time of arrival. Our operational hours are Monday, Tuesday, Thursday & Friday 10.00am till 5.00pm. We are closed Wednesday, Saturday & Sunday. Once you have placed your order and your payment has cleared, we aim to dispatch orders asfollows;-
Order Received Will Be Dispatched By
Before 10.00am January-August September-December
Monday Tues/Wed Wed/Thurs
Tuesday Wed/Thurs Thurs/Fri
Wednesday Fri/Sat Sat/Mon
Thursday Fri/Sat Sat/Mon
Friday Mon/Tues Tues/Wed
Saturday Mon/Tues Tues/Wed
Sunday Mon/Tues Tues/Wed
Once dispatched the estimated delivery times for each service are given below. Please remember working days exclude Saturday, Sunday & Bank Holidays and these delivery times are not guaranteed by the carrier.
Royal Mail 2nd Class Post; 3 plus working days
Royal Mail 1st Class Post; 1 to 2 working days
Royal Mail Next Day; 24 hours
Royal Mail Standard Parcels; 3 plus working days
Express48; 2 working days
(Highlands & Islands of Scotland 3 or 4 working days).
Fedex Next Day; 24 hours.
Can I leave the delivery man/postman a message to leave my item with a neighbour?
Royal Mail recorded and next day services, together with Fedex services and Parcelforce express 48 services need a signature on delivery, however for standard Royal Mail services that do not require a signature at delivery you may be able to give instructions explaining where you would like the item to be left if no one is present at the time of delivery, such as with a neighbour, this will be at the postman’s discretion.
I missed the delivery man/postman, what shall I do?
If no one is present at the time of delivery (and in the case of Royal Mail’s standard services, the package is too big for your letterbox) the carrier will put a card through your letter box explaining how to contact them regarding redelivery or collection. It is your responsibility to contact the carrier as instructed promptly, as packages that are not re-delivered or remain uncollected will automatically be returned to us, usually after 5 workingdays.
According to your dispatch confirmation e-mail and your shipping page, my item should have arrived by now, what do I do next?
If you have not had a calling card put through your letterbox, for Royal Mail recorded, Royal Mail next day services, Fedex services and Parcelforce express 48 services, check your dispatch confirmation e-mail sent to your Ebay messages inbox for tracking number and track your item on the relevant website. In the case of Royal Mail’s standard services, visit to your local post office/sorting office 5 working days after the due delivery date to see if your parcel is there awaiting collection after an attempted delivery by Royal Mail but no calling card was left by the postman.
Can you send my order to my work address?
We may be able to send your order to an alternative address, however, contact us before making your purchase.
I believe my order has been lost in transit?
Proof of postage has been obtained so your order is fully insured. Please refer to your dispatch confirmation e-mail sent to your Ebay messages inbox and our Shipping Page for due date.
If tracking does not show status of order for Royal Mail recorded services, Royal Mail next day services, Fedex services and Parcelforce express 48 services we will enter a claim 10 days after the due date.
For Royal Mail 1st class, 2nd class and Standard Parcels, we cannot enter a claim for loss until 30 days from date of dispatch, as it is not uncommon, for items using these services, to arrive much later.
The carrier may wish to carry out an investigation before agreeing to provide compensation for loss. We are therefore unable to resend your order or issue a refund until the carrier has concluded their investigation and authorised us to do so, usually within 3 to 4 weeks of the claim being made. Please see our Terms & Conditions page.
My item was item damaged in transit, how do I claim?
If you discover an item is damaged, you must contact us within a reasonable time period - usually 24 hours after taking delivery. The damaged item and the packaging must be retained in a safe place as the carrier may wish to carry out an investigation or require photographic evidence before agreeing to provide compensation for damage. We are therefore unable to resend your order or issue a refund until the carrier has concluded their investigation and authorised us to do so, usually within 3 to 4 weeks of the claim being made
Can I return an item I ordered in error ?
You have a period of 7 working days after the date of delivery within which you can cancel the contract. Item(s) must be returned at your own expense, unused in their original unopened re-saleable packaging. Please see our Terms & Conditions page.
My item is faulty, can I return it?
If you believe the item is faulty please contact us by e-mail detailing the fault before returning the item, we may require photographic evidence prior to the return of the item. If we request the item’s return we will send funds to cover the carriage and complete an investigation on receipt of the item to confirm the fault. Please see our Terms & Conditions page.
You have sent me the wrong item, what should I do?
In the unlikely event you discover you have been sent the wrong item(s) please contact us within 24 hours of receipt of your order and we will investigate further. If we are at fault you will be sent the cost of the return postage and on receipt of the returned item(s) we will send the correct item(s) or issue a refund. For heavier items we may use our own carrier to collect from you.
What communication can I expect from you regarding my purchase?
We want you to have a trouble free purchase. To achieve this we will e-mail you directly to your Ebay messages inbox. Time should be taken to read these e-mails carefully as important information will be provided. We will e-mail a winning buyer/order confirmation e-mail message, a payment received confirmation e-mail message and an order dispatch confirmation e-mail message. Additional e-mails may be sent as required, such as confirmation of address or multipack choice request. If a telephone number has been provided on your Ebay profile, we may telephone you.
Can I collect from your shop?
Unfortunately we do not have a physical shop, however, we can arrange for collection from Beers Unlimited, 500 London Road, Westcliff on Sea, Essex, SS0 9LD. Telephone 01702 345474. Collected orders will be free of P&P.
Do you leave feedback?
We are proud to say customer satisfaction is our number one goal. If you have any concerns whatsoever, please contact us immediately, we are here to help. Due to time constraints, we use an automated service which will leave positive feedback once we have received positive feedback from you. Please help to build a better Ebay community and leave positive feedback to reflect our quality of service and receive positive feedback in return. Feedback is not intended as a forum for rating the quality of a finished beverage. When entering your ‘Detailed Seller Ratings’, we are confident you will award us the highest marks, however, please remember for ‘dispatch time’ we are only responsible for the speed of dispatch following your order (please refer to our Terms and Conditions page for dispatch times) and not the eventual delivery date which is the sole responsibility of the carrier.
How can I contact you?
Contact can be made through the ‘ask a question’ or 'e-mail the seller’ button
E-mail; homebrew4u@btconnect.com
Telephone; 0845 270 1161, please note an answer phone service is in operation outside normal work hours.
Write to;-
Homebrewsupplies4u
c/o 73 Hatley Gardens
Benfleet
Essex SS7 5ST
Copyright Homebrewsupplies4u 01.04.2011 | 
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