Not a trade buyer? Visit EeBria.com to get great beers delivered to your home, direct from the brewery

FAQs

Please see below a list of the most commonly asked questions about EeBriaTrade. Hopefully your question is answered below, but if you’re still having trouble, please send us a message.

When is the deadline for Christmas and New Year shipping?

2018 shipping dates are found in detail here

The shipping deadline is different, depending on the producer - as they all leave for their Christmas break at different times. Obviously we recommend you order earlier rather than later, just in case you're unlucky and there is an issue, however for most producers we expect the latest you can buy is midnight on Thursday 20th December for deliveries on 24th December. Some producers will have a deadline a couple of days earlier and we always recommend that you allow plenty of time, to avoid disappointment.

General Questions
What makes EeBriaTrade different?

EeBriaTrade is a marketplace. On EeBriaTrade you are buying direct from the brewery*, so we don't buy beer in bulk and use our own warehouse, we use clever technology and partnerships with the breweries to do things differently.

With us, the brewery gets more of the sales price than through conventional distributors, and you get great beer cheaper and in the best and freshest possible condition.

We have an incredibly large range of beers available, including specials and one offs, plus hard to get beers. We work with breweries from all over the country, some so small that you wouldn't perhaps have heard about them any other way and we have a team of experts who can help you pick the perfect beer for you.

It's incredibly easy to order online, we think the site is simple to use and everything is automated including updates right up to delivery.

* For our international breweries, the beers are sent from a carefully selected importer based in the UK, rather than the brewery themselves - often the brewery's own UK entity, or their chosen / suggested importer. In some cases EeBria arrange the import to order, selling the beers on pre-sale and shipping the required products straight from the brewery's own warehouse into the UK and on to you.

What do we sell?

We started up as a craft beer marketplace, however as time goes on we've added more and more other types of products that our customers might need. Alongside hundreds of UK breweries we also have a market leading range of cider producers, some great international beer options and then wines, spirits, soft drinks and snacks too!


We sell beer and cider in one way containers (keykeg, dolium and pertainers etc), plus we also sell some steel cask products and we have a system in place for arranging collection. For cans and bottles of beer and cider we offer various case sizes and lots of shipping options regarding the size of the order. A standard case would be 24 items, but we also sell smaller case options too. For cider we also have lots of bag-in-box options with a built in tap, perfect for the fridge.

Do you have an AWRS number?

Yes of course, we're registered with the government as an alcohol wholesaler and our number is XLAW00000104819.

We are also collecting all the AWRS numbers from our partner breweries and these will be made visible on invoices where applicable. We'll ensure that all products available for sale from 1st April 2017 are from AWRS registered producers in line with the new legislation.

Your invoice will show all the relevant AWRS registration numbers for orders after 1st April 2017.

We're a chain and are interested in working with you

Great! We have a dedicated manager to work with chains - please email Peter on peter@eebria.com and he'll be in touch about how we can help.

Is there a press contact?

Email us on press@eebria.com and we'll see how we can help. We have lots of general beer and industry stats and data which we're happy to share, or we can often provide comment on industry trends.

Please also click here to be directed to the EeBria Press Room.

Buyer Questions
Why can't I see the full beer list or prices?

If you're already a customer or have an account, please login to view prices and see all the beers that are available to your area.

We ask customers to register on the site to view prices so that we can make sure you see only the beers appropriate to your location and to make sure there's no licensing or non mainland shipping issues. It's free to register and takes only a few seconds. You can then be ordering in a matter of minutes!

Simply select either login or register at the top of your screen to get started. If you have any problems with your login details, then contact the sales team for help.

We don't supply a hard copy price list as our beer listings are constantly changing and the range is literally more than a thousand of products at any one time. Our prices are incredibly competitive and if you want to speak to an account manager to find out more before you register then simply get in touch.

How much does delivery cost?

The price that you see on the site almost always includes the full delivery cost within the sales price. We have no hidden charges, and what you see is what you pay.

The reason we ask you to login to view prices is so that we can fully calculate the cost of sending the item to you wherever you are.

A slight exception to this rule is around optional extra shipping charges if you want to reduce the minimum order on some packaged items. Single use kegs always have no minimum order and you can buy just one at a time. Even for packaged items likes bottles and cans, the minimum order may already have been reduced to zero by the producer and our minimum order is never more than 3 standard (i.e. 24 x 330ml) cases.

In order to ship packaged items at the advertised price we may need apply a small minimum order (usually no more than 3 cases of bottles or cans). However it will be clearly shown on screen how much more product you need to add to your basket from a producer to achieve the minimum order, or if you choose to checkout instead, how much extra shipping (usually a few £s) we will need to apply to get the smaller order to you.

The only other exception to this is for some heavy cask items which aren't part of our nationwide Cask delivery service. For local cask options, the brewery will make the delivery directly there may be a small surcharge applied by the brewery to come to your area if it's outside of their normal rounds. This will be shown clearly in the basket if it applies and is only in the very small minority of cases.

How long does delivery take?

Delivery time depends on the delivery method, and how quickly the brewery dispatches the beer.

One-way kegs, bottles and cans are delivered by EeBriaTrade's courier partners from the brewery straight to you. We ask breweries to confirm the collection date for shipping within one or two days of receiving the order.

On our same day or next day service items, you can expect to receive the products extremely quickly, traffic allowing of course.>

For normal courier orders, once the order is collected from the brewery you should receive the item the next working day (some areas of the UK may take longer). We aim for orders to be delivered 2 or 3 working days after purchase date, however due to potential delays at the brewery or with the courier we suggest that you plan for 4 clear working days between ordering and delivery.

In the unlikely event of us being unable to meet that delivery window, we may ask for your patience due to a hiccup in the delivery process. If some of the product you ordered gets mislaid during shipping or there's an issue with availability, we will be in touch as quickly as possible to notify you of any delay and we may ask you to give us up to 10 days from the original order to final delivery to resolve unexpected issue for you.

Occasionally a brewery may let us know about a closure for holidays, or they may have limited hours in their warehouse. If this is the case then it should show clearly on the product page at the point of ordering when the next available shipping date is likely to be. Our courier would normally deliver the items to you the following working day. Please allow a few days for safety as above.

Pre Sale orders (including EebriaTrade exclusive imports) will not ship until after the advertised date but then will follow the timings above. Sometimes this date may slip by a few days if the beer needs a bit more time in the fermenter before kegging. Pre sale beers are usually designed to get you the beer in the best condition so we hope you're happy to wait!


If you have any concerns about timings or an urgent need for beer please contact your account manager and we can advise you further or try to arrange a fast delivery.

Casks will be delivered by the brewery as part of their usual delivery schedule. You will be informed of the delivery day for your area during the checkout process.

How does the Loyalty Scheme work?

From September 2016 we began rewarding our customers for buying their beer with us, with a form of cashback on their orders. Simply put, the more you spend with us, the more we give you back to say thank you.

Customer qualifying spend in each calendar month is checked against our reward ladder to see what discount has been earned. A voucher code for the appropriate value is then issued via email at the start of the next month to use against the next month's purchases. You need to keep your reward code and use it in your basket when you put your next order through and it will automatically be deducted from the final bill.

The reward ladder starting September 2016 is as follows:
- Spend £1,000 in a month and receive a 1% cashback voucher
- Spend £2,000 and receive 2%
- Spend £3,000 for 3%
- Spend £4,000 for 4%
- Spend £5,000 or more and we will reward you with 5% back to use in the following month.

Qualifying spend does not include any orders which used a percentage discount code, nor will the credit from the previous month be included in the following month's qualifying spend.

Which beers should I buy?

We aim to have the best possible selection of UK beers available and it's constantly up to date with new releases and freshest brews. We use clever algorithms so suggest the best beers for each customer depending on their needs. Edit your preferences in your account to make the website work for you and hunt down products for your home page which are most likely to be exactly what you're looking for. If you're still unsure of what to order, or just want to talk about beer then call the sales team for advice on 0208 004 6789.

You can also find the details for your designated account manager on your home page if you've spoken to someone before!

If all else fails you can always drop us an email at customerservice@eebriatrade.com.

Which breweries sell on EeBriaTrade?

We offer beers from lots of breweries from all over the UK. The range of breweries and beers are changing all the time, so while we passed the 450 brewery partner mark a long time ago and ran out of fingers to count the hundreds (probably thousands) of beers, we suggest you check the current listings to stay up to date. To see the full range, please register for an account and browse the current selection online. Head to the homepage to see the producers that we recommend for you, or check your preferences to make sure that you'e following the producers that you have a specific interest in and you can be alerted when they add stock or offer discounts. If you are signed up to our newsletter to get our curated lists each week of what's hot right now, or new to the site.

Do you offer international shipping?

At present EeBria Trade only ships to the UK. We hope to ship outside the UK in the near future but in the meantime if you have access to a UK address to make your own onward arrangements, speak to an account manager.

Is there a minimum order?

There is no minimum order for one-way kegs. You can buy just the one keg, or go wild with an order of 20 - we're entirely flexible.

With bottles and cans, it will be clearly indicated if you need to add more to your basket in order to checkout. We include the delivery costs in the price you see, but we can only offer that at a certain minimum order size per producer. We have some breweries who can ship as little as one case at a time out without any additional charges for you and you're extremely unlikely to need to order more than 3 cases of 24 to get to the minimum value needed. If you only need a small amount of product and you're happy to pay a little extra to subsidise the shipping then that's also an option as part of the checkout process. To go ahead and buy smaller case sizes of product you can accept a small (max £5) extra shipping charge.

Our nationwide steel keg and cask delivery (currently on trial Dec 2017) has a small minimum order quantity (2 or 3) which will be made clear at the time of ordering and in the checkout.

Breweries may have a minimum order requirement for their manual deliveries, you will be informed of this at the checkout if it applies.

Delivery Questions
How do I track my order?

Tracking information for products being delivered by courier will be emailed to you, it is also available from your “My Account” page. For products being delivered by the breweries themselves you will be given a scheduled delivery day, this information will be available from your “My Account” page.

Of course if you have any questions or you're worried about your order you can simply contact your account manager directly or send a message to customerservice@eebriatrade.com and we'll look into it for you.

Will I get a Delivery Note?

You'll be emailed confirmation of your deliveries as soon as the system has them marked off as delivered. With items delivered by courier this may be after a short delay as the tracking information syncs up with our account. We're afraid we can't supply a physical delivery note with the order where we are using a third party delivery company - but we make everything easy by keeping it all online and available whenever you need it.

What if I miss my delivery?

Courier deliveries will be made during normal delivery hours, these roughly equate to office hours so usually between 9 and 6pm. If you are unlikely to be able to accept deliveries except in a small portion of that window, then we advise letting us know so we can make a note with the courier firm so they can attempt to be flexible with their delivery route. You need to also plan limited opening hours into your ordering timeline as it is possible it can add a delay to the delivery period if our couriers have to make repeat attempts to deliver. If nobody is around to accept the delivery at your address when the courier arrives, it may sometimes be left with a neighbouring business and of course signed for and tracked. Otherwise the courier will plan to re-attempt delivery at a later time or date. customerservice@eebriatrade.com

Can I request a specific time slot for deliveries?

Deliveries made by courier are not within our control (please see above) however, you will receive an email confirming the day of delivery in order to make arrangements. If you have opening hours which will not align with standard courier delivery hours (usually 9-6pm), then this may add extra time to your delivery if the courier firm needs to make multiple delivery attempts to find a time when you're available. For brewery delivered items, you can set your preferred times for delivery in your account in the "My delivery schedule". Whilst we are unable to guarantee that deliveries will be made during this time, your requests will be passed on to the brewer who will try their best.

Issues after Delivery
The delivery I received is not what I ordered/broken/spoiled.

We're sorry to hear that you've had an issue. Please contact your account manager as quickly as possible and ideally include a photograph of the products received if the damage is visible. We will then get in touch with the brewery to solve this for you as quickly and practically as possible.

Please see our terms and conditions for details on returns and refunds.

The best before date is coming up too soon

We're sorry to hear that your products aren't as fresh as we would expect. All our products are sent direct from the brewery or their hand picked importer to ensure the best quality of stock and that they've been looked after well since packaging. We ask all our brewers and other producers to send out their products with a minimum of 2 months left on them and we advise them to advertise clearly if the product has a date under 3 months remaining.

If you're unhappy about the date on the products and it is under 2 months away on arrival then please contact our customer services on customerservice@eebriatrade.com and if possible include a photograph of the products received with their date. We will then get in touch with the brewery to find out what happened and we'll ensure you at the very least receive a partial refund to compensate for the shortened period in which to sell the products.

There's no pumpclip!

We ask the brewers to make it clear on the listing if there will be a pumpclip available with the vessel or not. On occasion however, these may be lost in transit or the brewers may forget to attach them in error. Please notify us immediately if you're missing one on delivery so we can make it right if possible. We'll ask the brewery to post out a replacement if they can.

While you wait for that to arrive in the post, you're able to access printable images to use immediately - for these and also other handy tasting notes, brewing info and more you can see the section on 'My Account' called Order Resources

Tap Takeovers and Tap Residencies
How do I organise a Tap Takeover / Meet the Brewer

You can easily do this through the Tap Takeover feature in "My Account" > "Your tap takeovers". Here you can submit the date you would like the event, specifics of the beers your looking for and budget. Our network of breweries will then bid for your event and provide discounts. All you have to do is then pick your favourite and we'll organise to get the beers to you. If you want a Meet the Brewer event, you can specify this as well!

Can I get a bulk discount on buying multiple of the same product?

Yes and no! We don't provide bulk discounts as normal through the site, however you can apply for a Tap Residency. This enables you to say that a tap will be given over to a set beer for a fixed period of time (e.g. one month) and over that time you'll be a certain number of kegs (minimum is 5). Breweries can then bid for the opportunity, including a discount and you can pick the beer best suited to you. You will be committed to buy that number of kegs over the given time period, otherwise the discount will be removed. You can find Tap Residencies in your account section, here "My Account" > "Your tap residencies".

Payment Questions
What payment methods are available?

You are able to use all major credit and debit cards to make purchases and this is the default option for all accounts, large and small. You can also choose to store your card details securely on your account so you don't need to retype your details for every order and you can checkout in a matter of seconds each time you browse and buy.

It may also be possible to pay for your orders by Direct Debit, which means the money will be automatically taken from your bank approximately 5 days after the order. If you wish to try this method, you can sign up using your bank details by using the link in 'My Account'. FAQs for how this works are found here on the Go Cardless Website

We may be able to extend credit terms to selected larger customers, such as chains of pubs. Please speak to your account manager if you think this might apply to you and we'll take it from there.

Credit card payment will always be available to make orders even if your credit account is in progress or your credit limit is reached.

In all cases the invoice is generated by our system at the point of order and any credit terms apply from the date or invoice. Where you have been granted credit we will allow an extension of the payment date to after delivery for pre-order items.

Is payment safe?

Yes, very safe. We use RealEx as the payment gateway on our site. All card payment information is entered on their site, so we never have access to it and they use the most up to date security software to ensure your data is secure.

What about VAT?

All the prices on the site are shown before VAT is applied. If you're a VAT business then of course that's the price you need to know as the VAT will be recoverable. If you're a personal customer or non VAT registered company then please remember that VAT will be added at the checkout and the cost to you will increase accordingly. Remember that as we are a marketplace, you're buying directly from the business making or importing the items. If the seller is not VAT registered (as they might be a smaller new business or a foreign entity) then the products might not have VAT applied to the products. The shipping charges which are included in the advertised price, or any extra shipping charges you opt in to for smaller order sizes are all charged by us and so will always include VAT. You can get VAT invoices from the finance section of My Account if you need these for your accountant.

Account Questions
Why do I need to make an account?

We ask you to make an account so that we can show you the correct products and prices for your postcode. We also use your account details to make your experience entirely personalised - by using the preferences the site will use algorithms to show you the most appropriate products, also taking into account your buying history and what else is hot on the site with customers with similar profiles. We also need you to have a secure account so that you can easily track your orders, save your payment details and access useful things like pumpclip images and tasting notes after you've got your items.

If you have any questions about the info we store on your account then see our privacy policy which is accessed via a link at the bottom of every page.

How does the homepage and suggested items work ?

We try to use your preferences to help you instantly see the products that you're most likely to be interested in. You'll see a section at the top of your homepage for the beers which have been most recently added to the site so you won't miss out on things since your last visit. You'll also then see scrolling down, recommended items in different categories, from IPAs, to seasonal beers. If you're a returning customer then you'll see a section for items you've previously ordered in case you simply want the same great beers again!



We use extremely lever algorithms which are always learning to make sure that the site looks through the thousands of options available to narrow things down to useful suggestions. We look at your preferences to guide us, but also info from other users who might have similar buying habits or preferences to make sure you don't miss out on the perfect products.

How do I update or control my preferences?

To make sure the homepage is showing you the right kinds of products we suggest you keep your preferences up to date! If you click on My Account at the top of the page or via the menu, you'll see an option on the left or on the drop down menu for My Preferences

The preferences start with the type of product you would like which depends on your tap lines and keg couplers or if you're looking just for bottles and cans. Slide the bar from left to right depending on how likely you are to buy a product and your homepage will adapt to show you more relevant items.

You can then refine items further by giving us an idea of the beer styles you're usually looking for (maybe you only want IPAs or only dark beers), and then you can go even further by giving us some ball park price ranges you'd like to see. Our algorithms will try to make sure you won't miss out on anything amazing outside of these ranges, but it will help us show you the best matches for your budget.

Finally we have a slider for you to show us how "crafty" your customers are, so are they looking for classic and traditional beers (the lower numbers on the scale), or will only a rare hibiscus sour beer do (which would be up at a number 10)? You can set the slider to show you everything, or you can narrow the range to match the types of customer you have in mind.

Don't worry if you're not sure, you can play around with your settings at any time to change your preferences, or speak to your account manager for advice on what ranges to use to get the best out of the automated recommendations.

How do I update my account details?

To change your contact details or email address go to My Account from the main menu, and select User Settings. Your basic info will display here, and you can click Edit to make changes. Please just remember that to change address information you should speak to your account manager in case it affects any open orders.

You can update your beer preferences at any time, because your requirements have changed, you're looking for something more unusual or your customer base is becoming more/less adventurous. Whatever the reason, simply find the My Preferences option in My Account, move the sliders and click save

Your account manager can help if you need advice at any time.

I'm having issues accessing my account?

If you have any problems logging in, contact customer services who will reset your password and make sure you can access your account.

Your username is the email address which we use to contact you and you can reset your password if you click on the 'forgotten your password' option.

Beer Dispense Questions
What is a one-way keg?

One-way kegs are disposable plastic kegs allowing small breweries to sell their beers without needing to collect kegs. There are several different types of one-way keg; the most common are KeyKegs, PetainerKegs, Dolium and Ecokegs.

What equipment do I need to dispense the beers?

KeyKegs require their own specific coupling head; all other one-way kegs should be compatible with your existing coupling heads. Coupling head aside all one-way kegs should be compatible with existing bar set-ups capable of serving kegged products. If you require any assistance with dispensing kegged products please contact us at customerservice@eebriatrade.com.

Where can I get a KeyKeg coupling head?

KeyKegs require a specific coupling head. These are available online at http://www.keykegshop.eu/dispensing/keykeg-starter-kit-1-2-bsp-coupler.html.

How do I stop my KeyKeg from fobbing?

Unlike traditional steel kegs, you should increase the gas pressure to prevent any fobbing. The maximum pressure for one-way kegs is 40psi, ensure you don't exceed this. Check out our guide here to KeyKeg issues and specifically on fobbing.

How do I dispose of kegs / return casks?

Before disposing of one-way kegs they must first be depressurised. Each of the keg types has a different technique for depressurising. KeyKegs require a deflating tool which comes with the coupling head, or can otherwise be purchased here.
PetainerKegs will automatically deflate when the coupling head is removed. Dolium kegs have a valve on the spear which you should turn 90 degrees.

Once the kegs are deflated they can be collected for recycling by your waste collection company.


Casks will be collected manually by the brewery if delivered by them and they'll arrange the collection with you. For steel kegs and casks on our nationwide service see below, we will help arrange collection for their safe return, so please store them carefully and follow the instructions provided or contact customer services or your account manager with any questions.

What do I do with steel vessels?

If you have been delivered a steel vessel in error please contact us immediately so we can resolve it!

If you have bought a steel vessel, we need you to help us get it back to it's owner and you have a responsibility to look after it safely while it's in your possession.

We will issue you with instructions on how to return the keg or cask to your registered email address. This will involve letting us know when it is ready for collection and handing it over to the delivery driver we send out. You should receive reminders after a few weeks to do this and we'll be in touch if we haven't heard from you as expected. We assume that it will be returned within 8 weeks of delivery so let us know if that isn't the case (if you're saving it for a special occasion), to avoid any charges being applied for the cost of the keg/cask, which is approximately £50.

Miscellaneous Questions
Do you have rules about what products can be listed?

As a marketplace, EebriaTrade is designed to allow as many hard working small producers to sell products to as many trade customers as possible. We feel very strongly about the free market principal and so we only curate the site to the extent that we check the accuracy of listings and that they fit into the categories of product that we sell. The names, imagery, descriptions and prices are all created and input into the site by the people who make the product. We believe that the users of the site are all adults and able to make their own buying decisions and it's not for us to dictate what is acceptable to all our customers or not. Simply put if something is overpriced, poor quality, or even offensive it won't sell anyway!

Of course, while we may wish to avoid censorship we equally don't wish to be seen to support anything that might be offensive or contrary to our personal team values. So if the team who review listings think that a product is in poor taste, dangerously controversial or is not of interest to our general users for some reason then the ratings and settings in the site may be applied to ensure that it isn't something that is seen by very many people (or any). This doesn't make a product completely invisible but unless someone is actively looking for it via the product name or via the producer page then something we've deemed of concern won't be seen in amongst our thousands of products.

Selling Questions
I’m a brewery and am interested in selling on your site.

Great! You can find out more about selling on EeBriaTrade and our retail platform EeBria here. Once you've filled in your details somebody from our Operations team will be in touch shortly.