Frequently Asked Questions

Ingredients & Allergens

A full list of our ingredients and potential allergens is available for download here.

For additional information, our support team would be happy to speak with you about anything you require. Please contact them directly on +44 (0)1885 490505 or alternatively email [email protected].

Polypin Instructions

Like cask-conditioned beer served in pubs, your polypin contains real ale with live yeast. To maximise the quality of the beer when you serve it please download and follow these instructions.

For additional information, our support team would be happy to speak with you about anything you require. Please contact them directly on +44 (0)1885 490505 or alternatively email [email protected].

When can I expect my order to arrive?

We aim to dispatch orders within 48 working hours (orders are usually dispatched by the end of the work day after the order). Courier deliveries take up to 3 working days. So, for the majority of orders, you will receive your goods within 5 working days of placing an order. Please feel free to contact us if you have not received your order within this period. Deliveries are made between 8.30am and 5.30pm on Monday to Friday. Please ensure someone is available to receive your delivery, or advise us of where your order may be left safely (such as in a garage or with a neighbour).

Will I receive a confirmation of my order?

Yes – an automated email will be sent to you summarising your order.

What should I do if I have a problem with my order?

Please email [email protected] or call us on 01885 490505 between 9am and 5pm, Monday to Friday.

How much does delivery cost?

Most items are delivered via courier; however, some smaller items are posted by Royal Mail. We are constantly reviewing our postage and packing (p&p) charges and aim to keep them as low and as fair as possible. Courier charges are calculated by weight, however, if you order two or more heavy items, the p&p cost will not double or triple but simply rise in line with our courier’s charges. For example, the p&p cost for one case of beer is £12.75, while the p&p cost for two cases is £21.00, and the cost for three cases is £29.25.

How will my order be delivered?

We use the courier company APC, an overnight fragile courier service that is based on weight, for all beer and breakable orders.

For high value small items such as jewellery we use the Royal Mail Special Delivery service.

For anything else we use standard Royal Mail.

What is your returns policy?

Our returns policy is simple. Within 28 days of receipt of your order, you may return any item in its original condition for a full refund. Some of our products are fragile. While every care will be taken to deliver the goods safely, inevitably some breakages may occur. In this event we will replace the damaged goods or, if you prefer, give you a full refund.

Please note all returned parcels must be sent back using Recorded Delivery or other similar signed-for service. We will not accept responsibility for goods lost or damaged during their return, or postal or other costs incurred when returning goods unless the items were faulty when we supplied them to you and a receipt for your postage costs is included.

Please write the reason for your return on the back of your packing slip. Wrap the packaging securely, enclose the packing slip and send it to the address listed on the back of the slip. If you do not have a packing slip, please send the package to: Wye Valley Brewery, Stoke Lacy, Herefordshire HR7 4HG.