Delivery Terms and FAQ

Age Restriction

• You must be over the age of 18 to make a purchase from Otter’s Tears.
• By proceeding to purchase alcohol from our site, you are confirming that you are over the age of 18 and that you will not pass alcohol on to minors, both of which is a criminal offence.
• We reserve the right to cancel any order if the age and identity of a customer are in doubt.
• We operate a Challenge 25 policy, if you are lucky enough to look under the age of 25 years old, you will be asked to provide proof of ID to the courier.
• The only acceptable proof of identity shall be a photographic driver’s licence, a passport or an Identity Card containing the PASS Hologram

Delivery Terms

• As Otter’s Tears has become more of a hobby business for me in recent times, so the opportunities to ship immediately have had to change to fit in around my full-time job, as such I cannot always ship next day and in some cases it may be 3-4 days before despatch. I do try to keep that to a minimum.
• We will use our best endeavours to deliver your order promptly but cannot accept any liability for a delay, howsoever caused. We do not deliver on Saturdays, Sundays, or public holidays unless by prior arrangement. This service may incur additional charges.
• Normal delivery hours are Monday to Friday from 08.00 to 18.00.
• Friday Despatch: Where possible, I try not to put beer into courier networks on Friday, this is to prevent your beer from being stuck in hot warehouses or worse, vehicles over the weekend. Therefore orders will be shipped as early as possible after the weekend unless specified and baring in mind the first point in this section.
• Deliveries must be signed for by a person aged 18 years or older. If our couriers are in any doubt about the age of the recipient on delivery, they will request some form of ID. We reserve the right to cancel the delivery if the age and identity of the recipient are in doubt.
• REMEMBER the CHALLENGE 25 policy is in operation as detailed above. 
• No refund will be considered for orders made by minors.
• It is your responsibility to ensure that an adult over the age of 18 is at the delivery address to sign for receipt of the goods. The re-delivery process can be undertaken once only, after which couriers are instructed to return the goods to us unless a further delivery request is made. In these circumstances, you may be liable for any additional courier costs.
• A signature at the point of delivery acknowledges receipt of the goods. Our couriers will deliver to a neighbour if you are not at home, this is for your convenience and will be taken as a signed for delivery. Please specify at the time of ordering should you not want this to happen.
• It is our policy to ensure that all our goods are supplied to our customers in perfect condition. We will only exchange or refund products that we deem “not fit for consumption”. If the product is simply not liked by the customer, it cannot be exchanged, replaced, or returned.
• It is the responsibility of the customer to report goods damaged in transit.
• We shall not be liable to pay any compensation to you, other than any refund as stated above. In particular, but without limitation, we shall not be liable to you for loss of profit, damage to goodwill, or any indirect or consequential loss or damage arising out of any damage, defect, negligence or other failing on our part.
• No compensation can be offered for loss of wages due to failed or late deliveries.
• Customers accept responsibility for the safe storage and use of the products upon receipt. Otters Tears are not liable for damage caused by customer mishandling.
• Alcohol is best enjoyed in moderation. Find out more here:http://www.drinkaware.co.uk/
• If you receive your products in a poor condition (e.g. broken bottles or spoiled beers), please inform us immediately by emailing hello@otterstears.beer.
• Please retain all packaging and if possible take photographs as evidence both of the external and internal damage. We will need this before we can consider potentially giving you a refund on any spoiled or damaged bottles. You may also write a letter to us using the mailing address stated on our “Contact Us” page.
• Refunds will be given to the customer within 30 days after the beers have been delivered.
• We reserve the right to cancel an order before despatch should we feel we need to do so, full refunds will be made in these rare cases.
• These terms and conditions do not affect your statutory rights. For further information on such rights speak to your Local Authority Trading Standards Department or Citizen’s Advice Bureau.

UK Delivery

• Our UK mainland delivery charges have increased dramatically in recent times, therefore I now offer a set fee that covers my costs, whilst allowing you as customers to lessen that financial load on larger orders. (I sadly had far too many orders that barely broke even when trying to absorb courier charges myself)
• Unfortunately, some remote locations, the Channel Islands, Northern Ireland and some parts of Scotland have additional shipping costs. These additional costs will be automatically added to your order when you specify your delivery address, if not please get in touch.
• Please check delivery charges carefully before placing an order.
• Any delivery instructions you request with us will be passed on to our designated courier if possible, it is worth noting however, that many couriers do not allow a comment section to be added to their bookings. Otter’s Tears cannot be held responsible if the instructions are not followed by the delivery driver as many also have their own rules on such practices.
• We ask that you contact us immediately if you encounter any issues regarding your delivery and we will do our best to rectify any problems as quickly as possible.
• If you are not at home, a note will be left to arrange a redelivery. If you don’t arrange redelivery via the courier they will normally attempt to redeliver the following day. Again if you are not home a card will be left to explain that you have to collect the parcel free of charge from your nearest depot. Failing this, you may be charged a fee for redelivery. Please contact hello@otterstears.beer to arrange the new delivery.
• You can have your beer delivered to another address if you wish. Just use that address as the delivery address when placing the order.
• Otter’s Tears will not be held responsible for delay or non-delivery due to causes that are outside the control of the parties, such as natural disasters, that could not be avoided through the exercise of due care.
• Otter’s Tears are not liable for any loss or liability arising from the circumstances of force majeure.
• If you have not received your delivery after 7 working days from despatch, contact us at hello@otterstears.beer so that we can investigate.

Why are some beers restricted to 1 or 2 per order?

• Some limited release beers are only supplied to us in extremely small quantities and in such cases supply rarely meets demand. We limit the release of such beers to enable as many as possible of our customers to have the chance to try them in an effort to be fair to all. Believe me; we are not in the habit of trying to actively discourage you to buy our beers.

Local Delivery (Currently Not Available)

• We do still require a minimum order for local delivery purchases, the delivery rate is discounted to allow for fuel and time, therefore this still requires a minimum to make delivery viable.
• We will endeavour to get your delivery to you within 3 working days wherever possible.
• By selecting local delivery, you confirm that someone over 18 years of age will be at the address to accept delivery, repeat deliveries made if you are not at home may be subject to a further surcharge to cover costs..
• Please have your order confirmation, photographic evidence of ID and if necessary legally recognised proof of age and be prepared to show them at the delivery address. For security and licensing reasons, we cannot release your beers without them.
• Any orders received from minors will not be fulfilled under any circumstances.

Do you ship overseas?

• Currently, we ship to UK destinations only.