Do I need to create an account to place an order?

No, but if you create an account with us your check out will be quicker and easier as your Billing and Shipping address will be saved, along with your preferred contact details (email and contact number). You can also track your order history with your account.

Can I change my order once I have placed it?

Unfortunately we don’t have the option of modifying your order after it has been finalised. Please ensure you have reviewed your order before finalising it.
If you have placed a separate order for any additional items please get in touch with us on shop@cloudwaterbrew.co and let us know, and we will combine the two orders, and refund the shipping on the additional order.

How do cancel my order?

Please get in touch with us immediately if you would like to cancel your order. We normally operate on a next day delivery basis* and will usually process your orders on the same day. Email us on shop@cloudwaterbrew.co with your order number, or just forward your order confirmation email with a note to cancel it.

How do I track my order?

You will receive an email from the courier with the tracking details once your order has been dispatched. Depending on the courier service selected on your UK order, you will receive an email notification with your tracking details. All international shipments are carried out by UPS.

You can track your order with UPS in the link below or on their UPS Mobile App:

https://www.ups.com/track

If you have not been in the premises and you have received a note about your parcel being left at a UPS access point, please see the link below to track it's pick-up location:

https://www.ups.com/dropoff

You will need one of the following forms of identification when you collect your package at a UPS Access Point location: Present a government-issued photo ID, such as a driver's license, passport, or ID card with picture. The full name on the ID must match that of the package's Ship to label. Your parcel will be held up to 7 days.

You can track your either on APC Overnight website or using their APC App.

https://apc-overnight.com/receiving-a-parcel/tracking

 How long will it take for me to receive my order?

In most of the UK we offer next day delivery after your order has been dispatched. Our cut off point for orders is 9am Monday to Thursday. Any orders placed after 9am on Thursday will be dispatched the following Monday, bank holiday permitting.

Under normal circumstances all parcels should reach the addressee by 4pm, but may occasionally not arrive until 6pm.

Most of the parcels sent with UPS Standard will reach the addressee the next day. Please allow 1-2 days for areas in Wales, Scotland and most of Northern Ireland. The North Western coast of Northern Ireland addressees should allow up to 3 days.

Postcodes, where APC Overnight can’t offer overnight delivery and offer 2-3 day service are:
Scottish Highlands (AB30; AB33-36; AB37-38; AB42-45; AB53-56; DD8; DD9; IV21-24; IV26-28; IV40; IV52-54; PA40; PH30-41; KW1-14; PA36)
Scottish Offshore (HS1-9; IV41-51; IV55-56; KA27-28; KW15-17; PA20; PA41-49; PA60-78; PH42-44;ZE1-3)
Northern Ireland (BT1-48)

For any international shipments, please allow 2-3 business days after dispatch. For more information, please see Shipping.

What happens if I don't receive my order?

If you are not based in any of the named postcode areas above, and haven’t received your parcel within 24 hours of your dispatch email from us or text message or any other notification from the courier, please get in touch with us on shop@cloudwaterbrew.co.

Do I have the option of selecting dedicated delivery day?

We don’t have that option on our website currently, but if you send us an email on shop@cloudwaterbrew.co with a nominated day delivery, we will do our best to fulfil your request. 

Is there a size guide available for your merchandise?

Yes, all sizing information is on each merchandise item page, below the drop down options to select size and colour. Our sizing information is in centimetres. Please bear in mind that most of our merchandise is quite well fitted and if you prefer a looser fit tee-shirt or sweater you may prefer to choose a size larger than usual.

Can I exchange my order?

We do offer exchanges to merchandise items, but not for beer. You must notify us on shop@cloudwaterbrew.co with your order number and the item you would like to exchange or return. All the items must be unworn and in their original condition.

If you have received beer from us that you believe is not up to standard, or if it has been damaged in transit, please get in touch with us on shop@cloudwaterbrew.co along with any photos and we will investigate asap. We can then follow up by either sending you a replacement or refunding for the you for the item. 

How do I return my order?

If you are returning merchandise, please send it unworn, in its original packaging and with a copy of your order Invoice, stating clearly whether you would like to return it or exchange it. Upon receiving the return we will issue a refund, or send a replacement.
Please send any merchandise returns to the address below:

Cloudwater Online Shop Returns
Cloudwater Brew Co
Unit 7-8
Piccadilly Trading Estate
Gidding Road
M1 2NP
Manchester

 How will you process my refund for a returned or damaged order?

Please get in touch via email shop@cloudwaterbrew.co if you wish to receive a refund for a returned or damaged item. Once we have received your merchandise return or processed your quality complaint, we will issue your refund for the cost of the item.  

How much do you charge for delivery?

All UK shipments have the standard delivery charge of £4.99 for next day delivery. If your total order value is above £35, we offer free shipping.

For international deliveries, we currently only ship to Ireland, Germany and France. We don't offer free shipment outside of the UK. The delivery takes 2-3 business days after the orders have been dispatched. The flat rate delivery price for orders are:

Ireland £16 
Germany £18 
France £18

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