FREQUENTLY ASKED QUESTIONS
Do I need to create an account to place an order?
No, you don’t have to create an account in order to place orders on our store. However, if you create an account with us this would make your check out easier if you are planning on being a repeat customer. Your Billing and Shipping address will be saved onto your account with your preferred contact details (email and contact number). You can also track your order history on your account.
Can I change my order once I have placed it?
Unfortunately, we don’t have the option of modifying the order after it has been finalised. Please ensure you have reviewed your order before finalising it. If you have placed an order that is still outstanding and would like to add an item that has been launched on the store after you have placed your order - we can happily combine the two orders. If you would place a separate order for the additional item you would like to add, get in touch with us on email@example.com and let us know, we will combine the two orders and refund you for 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 the next day delivery basis* and will process your orders on the same day. Email us on firstname.lastname@example.org with your order number, or just forwarding your order confirmation email with a note to cancel it.
How do I track my order?
We will email you tracking details once your order has been dispatched. You can track your either on APC Overnight website or using their APC App.
How long will it take for me to receive my order?
In most of the UK we offer next day delivery. Usually all parcels should reach the addressee by 4pm, but please allow until 6pm. If you have provided a mobile contact number, you will receive a text message from APC with a 2 hour delivery pre-alert text message.
Postcodes, where we 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)
What happens if I haven’t received my order?
Please check the answer to the question above - it takes 2-5 days to deliver to certain areas. If you are not based in any of the named areas and haven’t received your parcel within 24 hours of receiving a dispatch email or text message, or any other notification from the courier, please get in touch with us on email@example.com .
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 firstname.lastname@example.org 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 items page, below the option to select size and colour. Our sizing information is in centimetres. Please bare in mind that our sizing is quite well fitted and if you prefer a looser fit - size up.
Can I exchange my order?
Yes, we do offer exchanges to the merchandise items but not for beer. You must notify us on email@example.com 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.
In terms of beer, if you have received a product that you believe is not up to standard or it has been damaged in transit, please get in touch with us on firstname.lastname@example.org and send photographic evidence and we will investigate internally. We can then follow up with 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.
Any merchandise returns can be sent to the below address:
Cloudwater Online Shop Returns
Cloudwater Brew Co
Piccadilly Trading Estate
How will you process my refund?
Please get in touch via email email@example.com if you wish to receive a refund. 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?
We currently only ship within the UK and the standard delivery charge is £4.99 for next day delivery.If your total order value is above £35, we offer free shipping. Additionally, if you spend over £100, we offer a further 10% discount on your total order value.