Shipping policy
Collection From Brewery
Orders can be placed in advance online and collected from the brewery shop during shop opening hours (10:00-17:00 Mon-Sat). If you have any questions please contact us: 0131 561 4267 or websales@pilotbeer.co.uk
Please note that if you fail to collect your order within 7 working days from the time of order it may be cancelled and refunded.
Delivery Charges & Terms
All shipped orders are dispatched via APC’s Next Day Delivery service where available, or APC’s 2-5 day road service otherwise. Deliveries are charged as per the amount stated at the checkout stage of the order. While the Next Day service covers a large proportion of the UK it is not available in portions of the Scottish Highlands, nor Scottish Islands, Northern Ireland, Channel Islands or UK Offshore.
We aim to pack and ship all orders made before noon on Monday – Friday on the same day, with any orders made post-noon processed on the next working day. However, as a small team this cannot be guaranteed during busier periods.
Overseas Delivery
Due to export and customs issues we are currently unable to offer overseas delivery.
Upon Placing An Order
When you place an order with us you will receive an automatically generated order confirmation email. You will receive another email when your order has been booked for dispatch or collection advising of courier and providing a tracking or consignment number.
Please note that the tracking number included on this dispatch email may take a few hours to show in the courier’s system so do not worry if it does not show you the details of delivery immediately.
If you are not in when delivery is made and the driver is unable to leave in a safe place or with a neighbour, a card will be left with contact details for you to arrange another delivery. Should these delivery attempts fail, the goods will be returned to us and a full credit for the product will be issued to your account, minus the delivery charge.
Delivery
Delivery times are Monday to Saturday, between 8.00am and 6.00pm. Please note that Saturday deliveries are limited to areas covered by APC’s Saturday Delivery service.
A text or email notification message will be sent on the day of delivery with a 2-hour delivery window. If you are not in to accept the delivery, the driver either leave the parcel in a safe place or with a neighbour (provided they are over 18 years). If the APC driver cannot leave in a safe place or make a successful delivery, a card will be left so that you can get in touch with the delivery depot to rearrange a delivery at a suitable time.
Please note that for if there is no contact after a second missed delivery, the beer may be returned to us and we will credit your account, less the delivery charges incurred. If you wish instead to have it redelivered please email websales@pilotbeer.co.uk
Age Restrictions
In line with UK licensing laws we cannot sell alcohol to anyone who is not 18 years old or over. By placing an order, you confirm that you are at least 18 years old. The recipient of delivery must also be over 18 years of age.
If our couriers are in any doubt about the age of the recipient on delivery they will request a recognized form of ID. If the recipient is unable to produce appropriate ID our couriers will be unable to complete delivery.
Returns And Refunds
If there is a problem with your order, items are faulty, or you wish to return goods for any other reason, please contact us at websales@pilotbeer.co.uk
Please check your delivery upon receipt and notify us as soon as possible if there are any issues.
The customer is liable for all return shipping costs except in cases where goods are faulty, damaged or incorrect. Once we have received returned goods a refund will be issued, minus shipping costs where appropriate. Please send all returns to:
Pilot Beer Ltd, Unit 4B Stewartfield, Edinburgh, EH6 5NR
If an order is visibly damaged at the point of delivery you are within your rights to refuse the order, and it will be returned to us. If you choose to do this, please contact websales@pilotbeer.co.uk to arrange either a refund or the reissue of goods, according to your preference.
We cannot accept responsibility for delivery failure if the address or contact details you provide at the time of order are incorrect. Please check these carefully. We are unable to offer a refund on the purchase of online gift vouchers.
This does not affect your statutory rights.
Damaged Goods
While we do our best to ensure deliveries are suitably packed for transit, in the unfortunate event that your order is damaged please send photos of the damage to websales@pilotbeer.co.uk with your order number within 24 hours of receipt. We will then either refund or replace the damaged goods, depending on your preference.
Prices And Payment
All prices are quoted in Pounds Sterling and may be per unit or per case, as marked. Prices include UK duty and VAT at the appropriate rate unless otherwise clearly stated. Any delivery charges are additional to the unit price quoted.
Stock
All orders are placed subject to availability. While we endeavour to ensure stock levels on our website are accurate, should an order be placed for an out-of-stock product we will contact you to discuss either refund or replacement.
Customer Service
Customer satisfaction is of the utmost importance to us. If you have concerns, questions or simply feedback, please do not hesitate to contact us at websales@pilotbeer.co.uk
Legals
We shall not be liable for any delay or failure in delivering your beer if that delay or failure is caused by circumstances beyond our control such as: war, riot, civil commotion, malicious damage, compliance with any law or governmental order, rule, regulation or direction, fire, flood, storm or Act of God, failure of ISP or telecommunications or courier service provider in connection with the performance of this Agreement.
The images, words and descriptions within the website are for guidance only. Final products may look different to the image shown.
Pilot Beer Limited reserve the right to change or add to these terms and conditions for security, legal or regulatory reasons. We will not use this right to vary the terms of any special offer that applies to your order.
The sale of goods takes place only when the beer is dispatched from our warehouse. Until that time, Pilot Beer Limited will not be bound to supply the goods or agree the price.
Nothing in these Terms and Conditions will reduce your statutory rights relating to faulty or misdescribed goods. Further information about your rights is available from your Local Authority Trading Standards Department or Citizen's Advice Bureau.
You agree and acknowledge that Pilot Beer Limited owns or are licensed to use all copyright, database rights, trademarks and other intellectual property rights in and to all parts of this web site. You are entitled to use our web site in accordance with these Terms and Conditions only. You must obtain our prior written consent before you use our web site or any part of it in any other manner.
All persons, individual and corporate, are prohibited from providing hypertext or other links to the Pilot Beer Limited web site from their own web site or from a third party's web site, without our prior written consent. Nothing in these Terms and Conditions shall exclude Pilot Beer Limited from liability for personal injury or death caused by its negligence. We will not be liable for any loss or damage caused by us or our employees or agents in circumstances where:
Loss or damage was not foreseeable to both parties when the contract was formed;
Loss or damage was not caused by any breach on the part of the supplier;
Loss or damage relates to business and/or non-consumers;
We will not be liable for loss or damage caused by the customer handling the beer. In particular we will not be liable for spillages or breakages.
