Frequently Asked Questions

Below is a list of our frequently asked questions about delivery, payment, returns and vouchers.
If you have a question we haven’t answered, then please contact us.

Delivery

How much does delivery cost?

Delivery and VAT to the UK mainland* is included in the prices of all items. The price you see is the price you pay.
*Unfortunately, due to prohibitive delivery costs, we cannot deliver to the Scottish Highlands, the Scottish Islands, Northern Ireland, the Isle of Man, the Isles of Scilly, the Isle of Wight, the Channel Islands or Southern Ireland.

How long will my order take to arrive?

All orders completed before 12noon on a working day will be dispatched the same day. Any orders completed after 12noon or on a non-working day (i.e weekends, bank holidays) will be dispatched the next working day. Once dispatched, most orders are delivered the next working day, however please allow 3 working days. Our courier company delivers anytime between 7:30am and 5:30pm.

Do you deliver internationally?

Currently not. The logistics around posting liquids and exporting alcohol are tricky, and we are currently looking into a cost effective way of doing so. It is something we hope to start in the very near future. We currently are only able to deliver to mainland UK.

What happens if I’m not in to receive my order?

Our courier company will leave a note with instructions on how to contact them to arrange redelivery or collection. Once contacted, delivery will be scheduled for a day to suit you. If delivery is not possible on this rearranged date, the order must be collected from the courier depot or an additional redelivery charge must be paid.

What happens if my order hasn’t arrived?

We will send you a tracking code for the courier once your order has been dispatched which can be used to track the progress of your order. However, if your parcel has not been delivered after 3 working days, please contact us.

Payment

What forms of payment do you accept?

We accept a range of major debit and credit cards via our online checkout which is powered by SagePay. We are pleased to accept Visa, Visa Debit, Visa Electron and Mastercard. Unfortunately we do not accept cash or cheques for online transactions, however we can take these as payment in person at our Visitor Centre.

When am I charged for my order?

Payment will be authorised as soon as the order is completed through SagePay, however it can take a few of working days for the deduction to display in your account.

Will my payment be secure?

Yes. We use a third party called SagePay for all our transactions to ensure your safety.
To learn more, please click here.

Can I change my order once it has been placed?

Unfortunately due to our system of picking and packing, once an order has been placed it cannot be altered. If you have a problem, please contact us ASAP.

Can I cancel my order?

Once your order has been placed we will very quickly pick, pack and dispatch it. Your order can be cancelled if you contact us before it has been picked, usually with the hour. If you need to cancel or return a dispatched or delivered item, please see returns.

Returns

What if I want to return my order?

Since your satisfaction is important to us, we know it is sometimes necessary to exchange or return an item. Below are details of how to return an item to use.

Beer, Cider & Spirits

In the unlikely event that you experience any breakages in transit then please contact the Visitor Centre and we will happily arrange for either replacement or refund. We will require proof of any damage in the form of photographic evidence from you or by confirmation from our couriers.

If you have any issues with the quality of the products that you receive and they are still within shelf life and have been stored suitably, it is essential that the product be retained as no action can be taken without analysis. We will arrange a courier to retrieve the remainder of your order for analysis by our quality control team and a suitable replacement or refund will be processed. Please note that refunds can only be reinstated to the card used for the original purchase.

Our returns procedure for Beers, Ciders and Spirits is detailed in the steps below:

• Customers have 30 days to return goods at no cost (except supplementary costs including delivery).
• Contact Visitor Centre on 01726 66022 for return authorization.
• We will arrange a courier to collect the specified items from the delivery address on your preferred date and confirm this date with you.
• If available, please secure merchandise in its original packaging in “as new” condition.
• Replacements will be dispatched when we receive your return parcel(s).
• Where agreed, refunds will be processed within 3-5 business days of our receiving your return.

Clothing & Gifts

If you are not happy with your purchase, please secure in its original packaging in “as new” condition and return to Visitor Centre, St Austell Brewery, 63 Trevarthian Road, St Austell, Cornwall, PL25 4BY.

Please state in writing the reason for your return, and where appropriate we will dispatch a replacement item of the same value. Where agreed, refunds will be reinstated to the card used for the original purchase. We regret that in sizing and style related issues, original dispatch charges are non refundable. Brewery tour tickets and Gift Vouchers may not be returned. St Austell Brewery Co Ltd retains the right to refuse refunds or exchange on items that have obviously been worn or degraded through use.

Vouchers

Alongside our extensive range of beer, lager, wine and spirits, we are pleased to offer gift-vouchers, e-vouchers and tickets to St Austell Brewery Visitor Centre’s Brewing Experience. Read on to find out about our different types of voucher and decide which one is right for you!

E-vouchers

E-vouchers are available in £10, £25 or £50 and are valid for use on staustellbreweryshop.co.uk only.

Once purchased, the vouchers will be sent to yourself or your chosen recipient with a unique code which can be entered at the checkout.

The vouchers cannot be exchanged for cash and will expire 12 months after the date of purchase.

The vouchers may be exchanged for goods of equal price to the face value of the voucher, or goods of a higher price, subject to the payment of the difference. Should you spend less than the amount on the voucher, the remaining balance can be redeemed on our online shop until such time as the voucher expires.

In order to buy or consume alcohol you must 18 years of age or over.

Physical vouchers

Our physical vouchers are available in £10, £20 or £50 and can be redeemed on food, drink and accommodation at any of our managed houses, as well as alcohol and gifts at the Visitor Centre Shop. They cannot be used online.

The vouchers may be exchanged for goods of equal price to the face value of the voucher, or goods of a higher price, subject to the payment of the difference. If exchanged for goods of a lower value, no change will be given.

The original voucher must be presented at the time of purchase and no photocopies will be accepted.

The voucher cannot be exchanged for cash and must be redeemed within 12 months of purchase.

In order to buy or consume alcohol, you must be 18 years of age or over.

Brewing Experience vouchers

Brewing Experience vouchers entitle each recipient to one Brewing Experience tour at St Austell Brewery Visitor Centre.

To redeem your voucher, simply bring it to The Visitor Centre Shop where you will be directed to the tour – photocopies are not accepted.

Tours are available between 9am and 5.30pm between Monday and Saturday, with last entry at 4.30pm each day.

Adults receive tutored beer sampling and the option to enjoy a pint at Hicks Bar or a bottle to take home from the Visitor Centre Shop. Children between 14 and 17 can enter for £5 and can enjoy a soft drink ­– entry for under 14s is free.

Brewing Experience vouchers have no cash value.

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