Delivery and Returns
Whilst the brewery is not functioning as normal we are able to process orders more quickly and they are usually with the courier the following working day. The courier is meant to be Next Day but this is not guaranteed during lockdown.
If you would like a delivery for the weekend, please ensure that the order is placed before 0800hrs on Wednesday morning.
Please leave delivery instructions, phone number and any other messages in the Customer Notes on check out.
Postage and Packing
We can only accept orders for delivery to the United Kingdom.
We will always do our best to process your order within five working days after the order is placed. However, unforeseen circumstances can arise that are beyond our control. All delivery timescales should be taken as a guideline and not a guarantee.
Bag in Box and Otter Pups are only given to the courier on a Monday-Thursday.
If you would like your order to be delivered for a specific day, please state this in the Customer Notes on check out. This is not guaranteed but we will do our best to achieve as close to the date as possible.
We can only arrange deliveries for Monday – Friday (excluding Bank Holidays).
Delivery is included in the price to postcodes in England and Wales, and lowland Scotland. For other areas of the UK please see below where a surcharge will be charged.
Deliveries for the Scottish Highlands, Northern Ireland and UK Islands will incur a delivery surcharge and ten days should be allowed. The majority of postcode areas are AB31-AB38, AB40-AB56, Channel Islands, HS1-HS9, Isle of Man, IV1-IV28, IV30-IV32, IV36-IV49, IV51-IV56, IV63, KA27, KA28, KW1-KW17, PA20-PA38, PA41-PA49, PA60-PA78, PH4-PH44, PH49-PH50, TR21, ZE1-ZE3.
We cannot accept orders for delivery to BFPO or PO Box addresses.
Delivery to a different address
We are able to send packages to a different address from the billing address, however the entire order will be sent to the alternative address. If you wish to send to two different addresses you will need to place two separate orders. Please insert a destination phone number in the Customer Notes on check out for use by the courier during delivery.
If you are sending a package as a gift please complete the Customer Notes on check out. An invoice will not be included in the package.
Delivering to an address when there is no-one there
If there is no-one available at the delivery address when the package arrives the courier will leave a card stating that they tried to deliver and try again the following working day unless you get in touch with them to re-arrange the delivery. If you have requested that the package is left in a secure place (garden shed, garage etc) then the package will be left at your own risk and is not Otter Brewery or our courier’s responsibility.
We are confident that you will be delighted with your purchase, however, you can return any item for an exchange or refund within 28 days if you are not completely satisfied with it. Please let us know whether you would like an exchange or refund by email or telephone. We will then ask you to return your purchase to us enclosing a copy of your invoice or contact details and the purchase order number. Once we receive the items here in a saleable condition we will arrange for the exchange/refund of the purchase price.
Please be aware that you are responsible for any returned goods until they reach us. Please make sure that you get proof of postage and have sufficient insurance to cover any lost or damaged parcel. We will cover the cost of carriage for exchanged goods returning to you, within reason.
If we have made a mistake and there is a breakage or short delivery, please let us know as soon as possible, but within ten working days. We will arrange for the breakages or short order to be sent to you or we can arrange to refund the broken/missing items.