FAQ

How do I trigger a discount?

All current promotions are displayed on our portal in the promotion menu, on banners and directly on product images and desciptions.

Please load your shopping cart with the required quantity of items to trigger a discount (including any free or dicounted stock) and these will be applied automatically by the system. 

If the system does not register a promotion, it may be because you have not yet entered the correct amount of stock. Please ensure that you include the free items when purchasing. For example, if a promotion is: Buy 3, get a 4th FREE, you must add the 4th item to your basket. 

If you hae any questions about a specific promotion, please contact our office at office@craftdrink.co.uk

Why did the system allow me to order out of stock items?

Our expert buyers are busy ensuring that we have sufficient stock available but sometimes we do run out due to circumstances out of our control. Although we endeavour to ensure our physical stock levels match that recorded on the system, we cannot always guarantee 100% it’s accuracy.

If we discover that an item your have selected cannot be fulfilled one of our sales executives will contact you to discuss what options are available to fulfil your order. You can also add a comment underneath the product in the shopping cart to inform us of an alternative to supply if we find that the product is not available.

You will not be charged for any items that cannot be delivered and your order will be amended before it is despatched.

Can I add to/amend my order after I’ve checked out?

Yes. You can email or call one of our sales executives to make amendments before your delivery date but unfortunately you cannot do this through the online portal once you have confirmed the order online. You can however add additional stock to your order with no additional shipping charge, provided your initial order has not been sent.

Will you confirm my order?

Yes. Once you have confirmed your order during check-out an email confirmation will be sent to your default customer contact email address.

If you can’t find your email, please double check your junk/trash folder. Add us to your safe senders list – we promise we’ll never spam you!

I’ve lost my order confirmation email, can I find out the details without contacting you?

Yes. You can access account features such as managing addresses, managing orders, and changing the password by opening the My Account menu. Simply click the username at the top right of the screen to open the My Account dropdown menu and select All Orders.

When will I receive my order?

Please see our delivery information page to find out where you sit in our delivery plan.

Can I choose a courier?

If your order is normally delivered by courier, you will continue to receive your goods under your current arrangements agreed with us. Also read the ‘Can I add delivery instructions?’ question below.

Can I change my delivery address for the order?

Yes. In the ‘Step 2: Delivery Details’ section within the checkout process you can change the delivery address details as a one-off for this order. Also read the ‘Can I add delivery instructions?’ question below.

Can I add delivery instructions?

Yes. There is a Notes section where you can add any additional information about your order within the ‘Step 5: Confirm Order’ section during the checkout process.

Can I collect my order?

Yes. Please select the Collection option within ‘Step3: Shipping Method’ during the checkout process.

Returns – Can I return my order/part of my order?

Yes. Terms and conditions apply.