Frequently Asked Questions

Credit Cards: Visa, Master Card, Amex
Digital Wallets: Google Pay and Apple Pay
PayPal and Shopify Shop Pay
BACS

Purchase orders as a payment method are available only to customers that have been pre-approved, have accounts in good standing and have credit terms with Brewed by Hand.

We prefer to take payment by BACS to the bank account found on your pro forma. We cannot take payment over the phone, but please contact us at accounts@brewedbyhand.com if you have any questions.

Purchase orders as a payment method are available only to customers that have been pre-approved, have accounts in good standing and have credit terms with Brewed by Hand.

If you wish to apply for credit terms, please contact your account manager.

Should your account already have credit terms but the purchase order payment option is not available to you on the Trade website, please contact your account manager.

Currently, there is no facility to use your credit in account automatically via the Trade website. We are working on this feature and hope to make this possible in the near future.

In the meantime, customers with credit terms and credit in account, can make a purchase on the Trade website using a purchase order.

Once this has been processed by our sales team (you will be notified via email), please send us an email at order@brewedbyhand.com and let us know that you wish to apply credit in account to a specific order. Be sure to indicate the order number and amount of credit in account you wish to apply to the order.

Yes, we accept Paypal as payment method for orders.

You will be charged once you have completed your order on the Trade website. This applies to credit card, Paypal, Google Pay, Apple Pay and Shopify Shop Pay payment methods.

In most cases, orders are picked and packed the same day. For any orders that are already picking, we will not be able to make amendments but we can instead tell you how the unwanted items can be returned for a refund. Please send an email to order@brewedbyhand.com for further instruction.

Please send an email to order@brewedbyhand.com with completed details of the incomplete and/or missing order items. Please be sure to include your Order Number and a copy/photo of the delivery manifest that was included with the order.

Please send an email to order@brewedbyhand.com with completed details of the incomplete and/or missing order items. Please be sure to include your Order Number, a copy/photo of the delivery manifest that was included with the order and a photo/s of the items in question.

Once you have completed an order you will receive an order notification email with the details of your order.

For export orders (outside of the UK), a commercial invoice is included with the packaging of your order.

Once orders have been despatched by our fulfillment provider, a PDF invoice will be sent to the registered account email address.

Please send an email to order@brewedbyhand.com with completed details of the additional items that you received. Please be sure to include your Order Number, a copy/photo of the delivery manifest that was included with the order and a photo/s of the items in question.

Payment Statuses:

1. Paid - When a credit card payment has been captured, or a payment using an offline or custom payment method has been marked as received, then the payment status of the order is Paid.
2. Pending - Orders that have a Pending status have not yet been paid.
3. Refunded, partially refunded or voided - For an order where the payment hasn't yet been captured, the payment status is listed as Voided. For orders with captured payments, the payment is Refunded. Partially refund orders with a captured payment, will have a status of Partially refunded.

Fulfillment Statuses:

1. Unfulfilled - This is typically the status of an order we have received but are still processing.
2. Partially fulfilled - Some, but not all, of the items in an order have been shipped.
3. Fulfilled - all items in an order have been shipped
4. On Hold - the order has temporarily been put on hold

No, it is not possible to choose not to receive certain items from your order.

To use a discount / coupon code with your order, enter this in the Discount Code field in your shopping cart and click on the Apply button.

There could be several reasons why a discount code / coupon code is not working:

1. The discount / coupon code has already expired
2. The discount / coupon code has already been used (for one-time use discount / coupon codes)
3. The discount / coupon code has certain conditions that are not met by the items in your cart or order total. For example, a discount code might only apply to certain items and/or brands.
4. You may have entered the discount / coupon code incorrectly. Make sure you enter the discount / coupon code exactly as it is - being sure to follow case sensitivity of code characters.

For further assistance please contact admin@brewedbyhand.com

Step 1: Be sure to login to your account

Step 2: Browse our product catalog and add items to your shopping cart

Step 3: Once you are done adding items to your shopping cart, review the items and quantities to make sure everything is correct. Make any changes to quantities of products as you see fit or as needed in your shopping cart.

Step 4 (Optional): If you want to use a discount code with your order, enter this in the Discount Code field and click on the Apply button. After doing so, check your cart again to validate that any discounts associated with the discount code have been applied.

Step 5 (Optional for those customers who have credit terms): If you wish to pay for your order via a Purchase Order, enter the PO# in the PO# field

Step 6: Click on the Checkout button to proceed to checkout and pay for your order.

Step 7: Provide valid and required information requested during checkout (please ensure all details are correct to ensure proper processing and delivery of your order). Pay for your order using your selected payment method.

All done!

All orders that are placed and paid for are processed within a few minutes by our systems and are considered a final sale - thus cannot be canceled.

There are a number of reasons why your order could be cancelled:

1. There was a problem with the payment for your order
2. There was insufficient stock for the items in your order

For more information on the exact reason for the cancellation of your order please contact us.

No, our fulfillment and logistics provider does not process orders during weekends and holidays.

The order notification email is sent to the email address associated with the account that made the purchase. Please be sure to check that email account for the order confirmation email.

It is also possible that the email may have been marked as SPAM. Please check the SPAM folder / box of your email, in case the order confirmation email got marked as SPAM and put here.

Please contact your account manager if you wish to have credit terms for your account.

Yes, items added to cart are saved and accessible when you return in a future session. Do note that we cannot guarantee stock availability of saved items in your shopping cart.

To be notified when an item is back in stock. Visit the product page of the item and click on the “Notify When Available” link. Enter your email address in the Notify Me When Available pop-up and click on the “Notify Me” button.

Once the item is back in stock, you will be notified via email.

You can find a full list of our brands here.

Please contact us admin@brewedbyhand.com and provide us with information on the incorrect information you wish to report.

We recommend you contact your account manager.

You may also use our contact us form here or send us an email at admin@brewedbyhand.com.

Yes, we carry a limited number of of spare parts for select brands:

Hario - https://trade.brewedbyhand.com/collections/hario/category_spare-parts

Comandante - https://trade.brewedbyhand.com/collections/comandante/category_grinder-spare-parts

Wilfa - https://trade.brewedbyhand.com/collections/wilfa/category_wilfa-spare-parts

For anything not listed, please email admin@brewedbyhand.com and we’ll try our best to help

We recommend you contact your account manager.

You may also use our contact us form here or send us an email at admin@brewedbyhand.com.

Due to the current Covid pandemic, you may notice some of our items are out of stock caused by production delays. We’re working hard to get these replenished as soon as possible!

In the meantime we recommend you contact your account manager if you wish to reserve any items.

You may also use our contact us form here or send us an email at admin@brewedbyhand.com.

No, we currently do not support back ordering of products on the Trade website, please contact your account manager should you wish to back order any products.

We work directly with suppliers and official sellers across all our brands, meaning any products are 100% authentic.

We recommend you contact your account manager.

You may also use our contact us form here or send us an email at admin@brewedbyhand.com.

To find the SKU of a product, go to the product page and take note of the SKU code displayed after the product price.

For customers in UK Mainland (including Northern Ireland), you can expect delivery within 3-5 business days of your order being placed.

For those in the Republic of Ireland, please allow 5-15 business days from your order being placed.

• UK Mainland: Orders below £150 (ex VAT) will incur a delivery charge of £6.00+ VAT. Orders over £150 qualify for free shipping.
  
  
• Northern Ireland: Orders below £250 (ex VAT) will incur a delivery charge of £15.00+ VAT. Orders over £250 qualify for free shipping.
  
  
• Republic of Ireland: Orders below £250 will incur a delivery charge of £20.00. Orders over £250 qualify for free shipping.

Yes. For international orders, you may browse online and add orders to your cart. At the point of confirming your order, we will need to manually intervene to generate the shipping costs. Please contact order@brewedbyhand.com and your account manager for further assistance.

Shipping charges for international orders are calculated based on the size & weight of the order - so it can vary! At the point of placing your order we will liaise with our 3PL to obtain the best shipping rates for you.

If you would prefer to use your own courier service to collect your order, please email us at admin@brewedbyhand.com

Yes, we offer free shipping to the UK Mainland on all orders above £150 (ex VAT).

Once your order has dispatched, you should receive a tracking link via email.

If you have not received this email, or would like to follow up on the progress of your order, please send an email to admin@brewedbyhand.com Please be sure to indicate your order number in the subject line and message.

Whether or not your order will be charged custom duties depends on the customs practices at the country of receipt. Please check with your local customs office for more information.

Orders shipped to EU member states are shipped DDU, meaning any import customs clearance, duties, and taxes will need to be paid by you upon delivery.

VAT will be charged at the local rate of VAT of the country of import for that type of good. A searchable ‘Taxes in Europe’ database has been developed for EU Member States, which shows Member States’ VAT rates for specified goods.

Duty will be charged depending on the product and its Country of Origin. If you'd like to find out more about the Duty you might be charged, you can use "My Trade Assistant" on Access2Markets. Fill in the ‘country of origin’, the ‘country of destination’ and the product code; the results will show information about the applicable duties.

It is usually not possible for us to amend the shipping address of an order once it has been placed. Orders that are paid for via a purchase order have a higher chance of us being able to amend the shipping address as these are not processed immediately by our systems.

Please contact admin@brewedbyhand.com as soon as possible for such requests.

Once your order has dispatched, you should receive a tracking link via email.

If you have not received this email, or would like to follow up on the progress of your order, please send an email to admin@brewedbyhand.com Please be sure to indicate your order number in the subject line and message.

For orders to mainland UK, we use Royal Mail & Parcel Force 24 Hour.

For orders outside of the UK, we may opt for a different courier depending on shipping rates.

For UK deliveries, please allow at least 2-3 business days from the time the order has been shipped for you to receive it.

For international orders, shipping times vary based on the destination country.

You may also contact admin@brewedbyhand.com to request for a tracking number for your order. Please be sure to indicate your order number in the subject line and message.

Please contact admin@brewedbyhand.com as soon as possible. Please be sure to indicate the order number and reason/s for the delivery failure (if available).

No, it is not possible to request for a specific delivery date and/or time for orders.

Depending on the number and size of products in an order, these may be shipped separately, resulting in multiple deliveries. In addition, certain products may be shipped at different times due to stock availability.

No, we do not support split shipping of an order. If you wish to have different items shipped to a different address, you will need to place separate orders for each delivery address.

Yes, you can ship orders to an address that is different from the billing address. Please be sure to specify this during the order checkout process.

Our order cut-off time is 1pm.

• Processing time for orders placed before the 1pm cut off is 1 business day, meaning you can expect your order to leave the following working day.
• Processing time for orders placed after the 1pm cut off is 2 business days, meaning you can expect your order to leave within 2 working days from placing your order.
• The processing time for larger orders that require palletisation or additional work is 3 business days.

Please note that order processing times may take longer during peak seasons and public holidays.

If you are a non-UK registered business, in the shopping cart containing your order items, please enter your VAT number in the field for this located before the “Checkout” button - this will deduct the VAT amount.

Please contact admin@brewedbyhand.com and let us know that you were charged VAT by mistake. Please be sure to indicate the order number in the email message.

The VAT rate we are using is the UK VAT rate for goods and services of 20%

Yes, all prices displayed are VAT inclusive.

Yes, the prices indicated on the Trade website are the discounted prices applicable to your Trade customer type.

You must be logged into the Trade website to be able to view and take advantage of trade customer discounted pricing.

Yes, volume discounts are provided for most but not all products. If and when applicable, please refer to the volume discount table available on the product page of the website.

You must be logged into the Trade website to be able to view and take advantage of volume discount pricing.

Some products do not have volume discounts due to the nature of the products and/or the specific commercial arrangements Brewed by Hand has with suppliers for these products.

Should you wish for further clarification on volume discounts for specific products, you may also contact us at order@brewedbyhand.com.

You must have a valid / approved / active Trade customer website account and must be logged in to be able to view product prices.

No, currently this is not possible.

Yes, the crossed out / struck through pricing (in grey) that displayed is the RRP (Recommended Retail Price) of the product.

To avail of volume discount pricing for a product, you must add to cart the minimum quantities of an item required for each discount price break as shown in the volume discount pricing table for a specific product.

Please contact admin@brewedbyhand.com being sure to indicate the SKU and/or product name in your email message so that we can look into this further.

Yes, you need to be a registered and approved Trade customer to be able login and purchase from the Trade website.

For existing Trade customers who would like to request for access to the Trade website, please contact your account manager.

For those who would like to register for a Trade account, you may contact us at sales@brewedbyhand.com.

To view your order history, make sure you are logged into your Trade website account. Click on the My Account link. In My Account, you will be presented with a list of your orders.

1. If you are logged in to the Trade website, be sure to log out of your account
2. Click on the Login link - https://trade.brewedbyhand.com/account/login?
3. Click on the “Forgot Password” link
4. Enter your account email address in the forgot password form
5. Click on “Submit”
6. Follow the instructions in the account password reset email sent to your account email to reset / change your password.

1. Please make sure the email address you used with the forgot password / reset function is the correct email address associated with your Trade website account.
2. Please make sure you entered your email address correctly, in the forgot password / reset function
3. Please check the “Spam” folder of your email account that the forgot password email was not mistakenly marked as “Spam”
4. Please try adding the email address “admin@brewedbyhand.com” to any “Spam” whitelist your email service may be using.

If you are still not receiving the forgot password / password reset email after trying the recommendations above, please contact us at admin@brewedbyhand.com.

The default address contains the details provided when you registered for a Trade customer account. It can also be the address you last used when you placed an order on the Trade website.

To view your default address details:

1. Login to your account here
2. Click on the My Account link

Under “Default Address” click on the “View Addresses” link

Yes, it is possible to add more saved addresses to my account.

1. Login to your account here
2. Click on the My Account link
3. Under “Default Address” click on the “View Addresses” link
4. Enter the new address details in the New Address form (be sure that all information is valid and correct to avoid billing / shipping issues)
5. Click on the Add Address button to save the new address

Please contact admin@brewedbyhand.com to request for a change of email address associated with your Trade website / customer account. Please be sure to include your company name, current email address, new email address and reason for the request for email address change.

To log-out of your account, click on the “Logout” link to the right of the main navigation bar of the website.

In the interest of security, we automatically logout customer sessions after a period of time. In case you have been logged out of your account, please login again here: https://trade.brewedbyhand.com/account/login?

Please contact admin@brewedbyhand.com to request for cancellation of your Trade website / customer account. Please be sure to include your company name, current account email address and reason for the account cancellation.

1. Please check that the email address and password you are using to login is correct. Please note that passwords are case sensitive.
2. You can try to reset your password using the Forgot password function here - https://trade.brewedbyhand.com/account/login? It is possible that your account is not yet active. Please check the email address associated with your account and look for an account activation email from us. If you did receive the account activation email, please follow the instructions in the email to activate your account.
3. Your account may have been suspended for some reason

If after trying the recommendations above, you are still unable to login to your account, please contact support at admin@brewedbyhand.com. Please be sure to indicate your account email address and company details (Ex. Company Name) in your support request.

Please make use of the forgot password function on the account login page to reset your account password.

Be sure to follow the instructions in the reset password email that you will receive at your registered account email address.

We’ve changed systems for the Trade website and in doing so we’ve had to reset everyone’s passwords for security reasons.

You should have an email from admin@brewedbyhand.com titled 'Customer Account Activation'. You’ll need to click the link in this email to reactivate your account and set your password.

Returns must be authorised by a member of our team. Please email admin@brewedbyhand.com stating the SKU, quantity and reason for your return.

Please note that return postage must be covered by the customer. Any returns will be subject to a return fee which will be deducted from your credit / refund:

Return fees:

We’re sorry to hear this! Please contact us at warranties@brewedbyhand.com with your order number and photo(s) to demonstrate the damage.

Returns can only be accepted by prior arrangement. Please contact warranties@brewedbyhand.com within 30 days of purchase.

We’re sorry to hear this! Please contact us at order@brewedbyhand.com with your order number details of the product and missing parts and/or items.

Please contact us at warranties@brewedbyhand.com with your order number and a description of the issue.

Returns can only be accepted by prior arrangement. Please contact warranties@brewedbyhand.com within 30 days of purchase.

Unless agreed otherwise, you will be responsible for arranging the return of products.

Returns can only be accepted by prior arrangement. Please contact warranties@brewedbyhand.com within 30 days of purchase. Items must be returned in the same condition you received them.

Please click here to view our refund policy.

The Customer is responsible for shipping costs of the returned Goods. Customers are advised to use a trackable shipping service and/or for items over £75 to purchase shipping insurance.

Refunds can take 2-3 days to be completed.

If you have not yet received the refund within this time frame, please email admin@brewedbyhand.com, making sure to indicate the order number for the refund and any other relevant details.

If you need a collection raising, these charges will be deducted from your final credit note / refund.

DPD pick up charge: £10.00

Shipping charge: £7.07 per parcel. Max 30kg, and 1m in length.

Please note, if your collection is not ready when the driver arrives, there will be a "Missed Collection" charge of £10.00.

We offer warranties for all our products. Warranty periods will vary depending on the brand and product. For more information please contact us at warranties@brewedbyhand.com

We offer warranties for all our products. Warranty periods will vary depending on the brand and product. For more information please contact us at warranties@brewedbyhand.com

Please contact us at warranties@brewedbyhand.com with a description of the defect and any photos / videos to demonstrate.

We have introduced new email addresses to help us answer specific enquiries with greater speed and efficiency. Stay in touch with us via these email addresses to make sure you get an answer as soon as possible:

order@brewedbyhand.com - for orders/order changes.

warranties@brewedbyhand.com - for any warranty claims.

admin@brewedbyhand.com - general enquiries.

You can also use our online form to send us a message here:

https://trade.brewedbyhand.com/pages/contact-us

Our customer support operating hours are Monday to Friday, 0800 to 1700. Customer support requests received outside of operating hours, on weekends and holidays are addressed within the customer support operating hours on the next working day.

We typically reply to all customer support requests within 24-48 hours (excluding weekends and holidays).

Please fill out this form to register for a trade account. Your application will then be reviewed and you’ll be contacted by an account manager.

You must have a registered VAT / Company Registration number, or be a Sole Trader.

We aim to approve account requests within a few days. If you’d like to follow up on the progress of your application, please contact admin@brewedbyhand.com

To subscribe to the Brewed by Hand Trade newsletter, enter your email address in the newsletter subscription box and click on the Sign Up button at the footer of our website.

To unsubscribe from the Brewed by Hand newsletter, open any email newsletter you have received from Brewed by Hand. Click on the “unsubscribe” link at the bottom of the newsletter. Follow the instructions presented to unsubscribe.

Yes, the Trade website is secure. We make use of the Shopify platform that powers over 1.7 million businesses in more than 175 countries. All stores powered by Shopify are PCI compliant by default that helps ensure that payment information and business data is safe.

The Payment Card Industry Data Security Standard (PCI DSS) is a security standard for organizations that handle credit and debit card information. The standard was created to increase controls around payment data to reduce fraud.

We take privacy very seriously. You read our privacy policy here: https://trade.brewedbyhand.com/policies/privacy-policy

To learn more about us, please click here: https://trade.brewedbyhand.com/pages/about-us

We currently do not have an affiliate or partner program for trade customers of Brewed by Hand. We do however offer an affiliate program for retail via our retail ecommerce website Best Coffee. Click here for more information about the Best Coffee affiliate program.