FREQUENTLY ASKED QUESTIONS

Can I change my order once I have placed it?

Unfortunately, we don’t have the option of modifying the order after it has been finalised. Please ensure you have reviewed your order before finalising it. If you have placed an order that is still outstanding and would like to add an item that has been launched on the store after you have placed your order - we can happily combine the two orders. If you would place a separate order for the additional item you would like to add, get in touch with us on caitlin@bigsmokebrew.co.uk and let us know, we will combine the two orders and refund you for the shipping on the additional order.

How do cancel my order?

Please get in touch with us immediately if you would like to cancel your order. We normally operate on the next day delivery basis* and will process your orders on the same day. Email us on caitlin@bigsmokebrew.co.uk with your order number, or just give us a call on 020 8339 9721.

How do I track my order?

We will email you tracking details once your order has been dispatched. You can track your either on APC Overnight website or using their APC App.

https://apc-overnight.com/receiving-a-parcel/tracking

How long will it take for me to receive my order?

In most of the UK we offer next day delivery. Usually all parcels should reach the addressee by 4pm, but please allow until 6pm. If you have provided a mobile contact number, you will receive a text message from APC with a 2 hour delivery pre-alert text message.

Postcodes, where we can’t offer overnight delivery and offer 2-3 day service are:

Scottish Highlands (AB30; AB33-36; AB37-38; AB42-45; AB53-56; DD8; DD9; IV21-24; IV26-28; IV40; IV52-54; PA40; PH30-41; KW1-14; PA36)

Scottish Offshore (HS1-9; IV41-51; IV55-56; KA27-28; KW15-17; PA20; PA41-49; PA60-78; PH42-44;ZE1-3)

Northern Ireland (BT1-48)

What happens if I haven’t received my order?

Please check the answer to the question above - it takes 2-5 days to deliver to certain areas. If you are not based in any of the named areas and haven’t received your parcel within 24 hours of receiving a dispatch email or text message, or any other notification from the courier, please get in touch with us on caitlin@bigsmokebrew.co.uk.

Can I exchange my order? 

Yes, we do offer exchanges to the merchandise items but not for beer. You must notify caitlin@bigsmokebrew.co.uk with your order number and the item you would like to exchange or return. All the items must be unworn and in their original condition.

In terms of beer, if you have received a product that you believe is not up to standard or it has been damaged in transit, please get in touch with us on caitlin@bigsmokebrew.co.uk and send photographic evidence and we will investigate internally. We can then follow up with either sending you a replacement or refunding for the you for the item.

How do I return my order?

If you are returning merchandise, please send it unworn, in its original packaging and with a copy of your Order Invoice, stating clearly whether you would like to return it or exchange it. Upon receiving the return we will issue a refund or send a replacement.

Any merchandise returns can be sent to the below address:

Big Smoke Brew Co Shop Returns
BIG SMOKE BREW CO,
Unit D3,
Sandown Industrial Estate,
Esher, 
Surrey,
United Kingdom

How will you process my refund? 

Please get in touch via email caitlin@bigsmokebrew.co.uk if you wish to receive a refund. Once we have received your merchandise return or processed your quality complaint, we will issue your refund for the cost of the item.