Getting started with eazle.
From the homepage, you can access a variety of options to make ordering and doing business easy.
My Account:
Your 'My Account' section can be found on the top right of your page or from the 'My Account' button on the homepage. This section allows you to access your account number and make changes to your log-in details. You can also view all your financial documents, including your invoices, credit notes, statements. You can also make payments and view your order History. Go to My Account >Monthly Offers Page
You will find all products on promotion together in one place on your offers page. You can find this on the homepage or on the navigation menu.
Go to the offers page >
MyStar
Here you can explore the many discounts, services and training available to you exclusively as an Star Pubs & Bars licensee. You can find this when you scroll down the homepage or back at the navigation menu. Go to MyStar >
Order Templates
You can access your Order Templates from the 'My Account' section or using the 'Templates' button on the homepage. From here you can make your own templates and add products straight to your basket for faster shopping. Go to my templates >
Contact Us
We understand that things don’t always go to plan. If you still need support with delivery queries, ullages, requesting a pump clip, damage to property, empty keg collections, contacting technical services, credit control or any other query, you can Get in touch here > or contact our Customer Care team Monday to Friday between 8am and 6pm on 0345 878 7076;
Option 1 - Credit Control: Payment or invoice queries, making payments
Option 2 > 1 - Repairs: Logging a repair, check the status of a repair, copies of compliance certificates
Option 2 > 2 - Technical Services: SmartDispense® queries, repairs/faults with dispense equipment, rescheduling service visits and installations
Option 3 - Order Support: Placing orders, order queries, pump clips, point of sale, glassware
Option 4 - Delivery Enquiries: Delivery queries, empty collects, ullages
Option 5 - eazle Web Support: eazle web support including document assistance
Option 6 - Just Add Talent: Banking, till, PDQ or food supply queries, day-to-day JAT admin queries, JAT licensing or rates queries (premises, TV, music), operator payments, supplier service issues
Option 7 - Anything else: For all other enquiries
Star Pubs Press Hotline: 07785372572
Training Team: training@starpubs.co.uk
Recruitment Team: 08085 949 596 (option 1)
Ordering on eazle
Along with accessing our portfolio of Beer and Cider you’ll find a variety of packaged products, spirits and soft drinks.
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).
Minimum Order Value
Your order must reach a minimum product value of £350 +VAT. This applies to all orders placed including standard and emergency orders. All packaged products and non-HEINEKEN UK brands contribute to minimum order value.
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.
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.
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.
Electric Delivery Notes
From 2025 all deliveries are paperless with email and/or text alerts to notify you of your delivery's arrival.
You’ll be sent a link to your delivery note before the delivery arrives which lets you know what’s coming on the vehicle and can be opened and used to help check in your delivery. When the delivery is complete please sign on the handheld device carried by the driver to confirm everything is okay (we’ll note any discrepancies e.g. shortages or damage, at this stage and mark them on the screen.
Once the 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 the delivery you also have the option of changing the contact information of who you want to receive the delivery alerts.
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. 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.
Technical Services
Innserve Contact Details
Technical Services Customer Contact - 0345 878 7076 - Option 2 > 2
Department Opening Times:
Maintenance Every Day - 8am to 9pm
Installations Monday to Friday - 9am to 5pm
Maintenance
Standard callout: e.g T Bar light out, leaking cleaning socket. Usually completed within 96 hours of request.
Priority callout: e.g Minor gas leak. Partial loss of dispense of products, dripping tap. Usually completed within 24 hours of request.
Emergency callout e.g: Health and Safety issue e.g. major gas leak, complete loss of dispense or catastrophic failure. Usually completed within 4 hours of request.
Installation
A request needs to be placed by your BDM for any installation.
7/9 Day install: e.g Install of two brands on T bar and all removals.
14 Day install: eg BAU, this is where the majority of activity sits.
42 Day install: e.g Where special order equipment is required.
Need More Help?
