FAQs
Delivery & Tracking
How and when will my order arrive?
- Alcohol orders are sent via Parcelforce.
- Non-alcohol orders are sent via Evri.
We usually dispatch within 1–2 working days, and delivery takes around 48 hours. During busy periods (like Christmas or Father’s Day), please allow 3–5 working days.
If your order hasn’t arrived after this time, check your tracking link or contact shopenquiries@sabrain.com
Can I track or manage my delivery?
You’ll receive an email or text with tracking details from our courier. From there, you can:
- Track your parcel’s progress
- Choose a preferred delivery day
- Leave instructions for a neighbour or safe place
If you don’t receive tracking info or have issues, email shopenquiries@sabrain.com with your order number.
What happens if my delivery is delayed, missing or split?
Some larger orders arrive in multiple boxes, so they may be delivered separately.
If part of your order hasn’t arrived within 3 days, or if your parcel hasn’t turned up and you haven’t received a card, contact us and we’ll check with the courier.
Do I need to sign for my order?
Yes — someone aged 18 or over must sign. Proof of age may be required for alcohol deliveries.
If you’ve arranged a safe place or neighbour delivery, this is done at your own risk.
Can I change my delivery address or timing?
If your order hasn’t been dispatched, email us as soon as possible to update your address.
While we can’t guarantee exact time slots, our couriers will text you on delivery day with an estimated window.
Are there any delivery restrictions?
We currently deliver within the UK only.
For bag-in-box beer, all 5-litre orders are dispatched every Wednesday to ensure freshness.
For Christmas, the last guaranteed order date is Friday 15th December at 5pm.
Ordering & Payments
Can I change or cancel my order?
If your order hasn’t been dispatched, email shopenquiries@sabrain.com as soon as possible with your order number. Once dispatched, we can’t make changes or cancel it.
Can I change my delivery address?
Yes, as long as your order hasn’t shipped yet. Email us immediately to request the change.
Can I combine two orders?
We can try to group them together if both haven’t been dispatched. Please contact us directly.
What if an item I want is out of stock?
It may be temporarily unavailable or discontinued. We regularly rotate our products, so check back soon or contact us for more details.
Returns & Refunds
How do I return or exchange an item?
Send it back in its original packaging, “as new,” to:
S.A Brain & Co Ltd, Dragon Brewery, Pacific Road, Cardiff, CF24 5HJ.
Include your order number, contact details, and reason for return.
- You have 30 days from purchase to return goods.
- Refunds are issued within 3–5 business days once approved.
- Delivery costs are refunded only if we sent damaged or incorrect goods.
- Keep proof of postage for your records.
Can I return clothing that doesn’t fit?
Yes, as above. Please note dispatch charges are non-refundable for sizing or style reasons.
Beer & Product Quality
My beer arrived damaged — what should I do?
Email shopenquiries@sabrain.com with your name, order number, a photo of the damage, and the product details. We’ll replace or refund.
I’m unhappy with the quality of my beer — what now?
Contact us immediately. If it’s within shelf life and stored properly, we’ll offer a refund or replacement. We may ask for the item back for quality checks.
Are your beers suitable for vegetarians or vegans?
No — our beers use isinglass finings, derived from fish, so they’re not suitable for strict vegetarians or vegans.
Where can I find allergen information?
Allergens are listed on each product page and on product packaging.