If you haven't found the answer you're looking for or you need any help, please contact us on email at firstname.lastname@example.org
We aim to respond to all queries within 1 working day (please note our helpdesk is open 9am-5pm Monday to Friday, excluding Bank Holidays).
Where’s my order?
Delivery to mainland UK addresses usually takes 3 - 5 working days, but we endeavour to deliver earlier than this where possible. Off-Shore UK addresses take a little more time, however. For a full list of estimated delivery times please see our Delivery Information page
When your item is dispatched you’ll receive an email from us with a tracking number. If you’ve not received this then please check your spam folder.
If you are having any difficulties please contact our helpdesk at email@example.com
What if I'm not home to sign for my order?
If ordering with Parcelforce, you have the option of having your parcel left at your local post office for collection. For other orders, the courier will leave a card with instructions on how to arrange a redelivery. Alternatively, you could use the Doddle click and collect service. For more information, please read our Delivery Information page
I have a problem with my order, what do I do?
We’re here to help! Please contact us at firstname.lastname@example.org and we’ll aim to respond to you within 1 working day.
If you have any questions about returns or refunds then please check out our Returns & Refunds Information page
Can I add an item to my order once it's placed?
Unfortunately, not. Once an order is placed you will receive a confirmation email, which is sent to our warehouse for picking and packing. However, it is a good excuse to fill up another case with great beer!
Can I change my address/details once an order is placed?
As per our terms and conditions it is your responsibility to ensure that the details you enter into the checkout are correct. If you have made an error, please contact us ASAP at email@example.com and we will try our best to help, but once an order is made we can't guarantee that we will be able to catch it in time.
I don’t need to pay VAT, can you remove this?
Unfortunately as these orders are paid for in the UK, VAT is payable on all online shop orders regardless of the final destination country. We keep all international surcharges to a minimum where possible, but this charge is not something we have the ability to waiver.
Will I need to pay customs fees on international orders?
Orders (including gifts) outside of the EU may be subject to unexpected local taxes / customs charges. Customers are responsible for these costs and should ensure they are happy to pay them prior to ordering. If you later decide to reject the goods, when a customs charge is applicable, we reserve the right to deduct shipping and any other costs incurred prior to processing any refund.
Do you ship to the United States?
Unfortunately, due to legal restrictions we no longer ship alcohol to the USA. However, you can still order merchandise from us.
Why hasn't my payment gone through?
BrewDog subscribe to the 3D Secure payment protection system and as such all our transactions are monitored by your banks fraud protection team. If your payment is unable to go through our secure checkout process for any reason, we would advise you to contact you bank as soon as possible before trying to check out again, as if multiple attempts are made without speaking to them, they are likely to stop future attempts to purchase the goods, but may still reserve the funds pending their review.
How do I use my Equity for Punk discount code?
We have revamped our Equity Punk discount process. We've left behind the discount codes, now your correct discount code will be automatically hooked up to your brewdog.com account. Your discount will be applied at checkout.
Now you can apply for your Equity Punks ID card online as well - when you are logged into your brewdog.com account simply click Apply for Equity Punks ID Card on the left hand navigation and follow the form. Please note you can only apply for your ID card when shares are allotted and you have your Shareholder ID displayed on your account.
Please note, we are unable to apply shareholder discounts retrospectively, so please ensure you are logged into your shareholder account when purchasing online.