Everything you need to know to manage and set up your deliveries.
Delivery Standards
We will note any delivery discrepancies, e.g. shortage or damage, at the point of delivery and ask you to sign to agree to this.
If access to the property is not available on arrival, for example parked cars blocking entry, the crew will notify the GXO call centre. They will wait for a short period whilst our call centre attempts to contact you to gain access. Delivery will be made to the agreed delivery point in accordance with dray crew training, site risk assessment and safe systems of work. The delivery crew will be courteous and polite throughout. If requested, and only if safely able to do so, they will call ahead to advise ETA before delivery.
Please note, crews are not able to stack containers on top of each other in the cellar and are requested not to move/disturb products already in lines or on stillage. Any changes to the delivery point or requests for delivery practices not agreed at the initial risk assessment, will require a further risk assessment.
Off-day delivery
A normal dray delivery into cellar.
Same-day courier delivery
Delivered by a single person delivery crew, kerbside dropped, time window anytime, and no empty kegs removed.
Proof of Delivery – Discrepancies
Please check that the correct products, quantity and best before dates have been delivered and are not damaged before signing, dating and recording the time on the electronic delivery terminal. If you notice any discrepancies after the dray have left please contact Customer Care within 24 hours of delivery.
If a shortage or breakage is noticed please ensure this is recorded on the electronic delivery terminal so that you are not charged for the missing/damaged items. You are only invoiced for goods successfully delivered.
Please note these products will not be automatically re-issued.
Please contact Customer Care if you have an urgent requirement that can’t wait until your next order.
Collection of Empty Kegs
Empty kegs are collected on a one-for-one basis as part of your standard delivery.
You can request collection of a larger number of empty kegs here >
We aim to collect excess empty keg requests within 10 working days. Please segregate your empty kegs ready for collection.
Health & Safety
A safe delivery experience is a priority for all parties.
It is the responsibility of the person in control of the premises to ensure clear and safe access to both the premise itself and the cellar for the delivery crew.
The Cellar Hazard Notification process will inform you of any hazards observed and this may require your order to be left at the nearest safe place until the hazard is rectified.
Ullage
Any ullage should be logged via Customer Care on 0345 878 7076 (Option 4).
We will collect your ullage container from your premises as per the ullage request note provided to us within 10 working days (subject to brand owner approval for Third Party products).
For ullage you have reported, you will be provided with an ullage uplift request note at the time of collection, which will need to be signed electronically and you will receive a copy once the container has been processed upon return to the site. The delivery crew will tag the keg in question with the ullage reference ID.
Please ensure your ullage is segregated and is easily accessible. Please do not ask the dray crew to take ullage without a request note, as it will not be processed and cannot be credited.
Frequently Asked Questions
How do I choose my delivery day?
Once you have added all items to your basket, from your basket, click on “Secure Checkout” which will take you to the delivery calendar page. Your next free delivery day will appear. Click "Continue" to proceed with your order.
Standard Orders
We will deliver your order on your next agreed delivery day to your cellar or designated area as per the risk assessment.
A copy of your Risk Assessment can be requested via the Customer Care Team.
Order Cut-Off Deadlines
Please note that the deadline for order placement and any amends to existing orders is 4pm on Day 1 ahead of Day 3 delivery.
For example: 4pm on Monday for a Wednesday scheduled delivery.
Please note, late orders may incur an additional charge.
Can I place an off day/emergency same day order?
Off Day Orders are available at £120+VAT - Service Dependent on GXO Capacity.
Courier service is available at £140+VAT – Service dependent on Courier availability at time of request.
How can I log empty kegs?
Please visit the keg return page here to carry out your request >
The standard process for collecting empty kegs involves collecting them on a like-for-like basis during every delivery. You do not need to take any additional actions for your empty kegs to be collected on a weekly basis, nor do you need to complete the keg returns section when placing your order.
When using Excess Empty Keg Returns, you input the number of excess empty kegs you need to return, indicating whether they are smaller or bigger than 50L. There is a minimum requirement of 10 kegs. When you submit a request, you will then receive an email confirming that the request has been placed. Empties will be collected within 10 working days of receiving the request and may not be on your normal delivery day.
Please use the ‘Contact Us’ button or call us on 0345 878 7076 if you have any issues with the collection of empty kegs.
Can I add delivery instructions to my order?
Yes, at the final check out stage after you have selected your delivery day. Under your list of products on order, you will see a section that says “Special Delivery Request” and you can enter the details up to 20 characters here. If you have to make a permanent change or need further assistance please call our customer care team on 0345 8787 076.
Can I view delivery information online?
Once a delivery is complete you’ll receive the link to a copy of the signed delivery note (this may take up to 24 hours), this link to the note is live for 3 months, it can also be printed or stored electronically for future reference. When you sign for a delivery you also have the option of changing the contact information of who you want to receive the delivery alerts. If you have any queries regarding your delivery you will need to call us on 0345 8787 076.
