Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can make it right. If the package is noticeably damaged upon delivery you have the right to refuse the delivery. Please notify us if you do this so we can organise return to us from the courier company and send you a new order.
We have a 14-day return policy on any non-beer related products, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at [email protected]. Please note that returns will need to be sent to the following address: Ferry Ales Brewery, Ferry Hill Farm, Ferry Road, Fiskerton, Lincoln, LN3 4HU.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at [email protected].
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at [email protected].
Booking a brewery tour can be done up to 24 hours before a tour subject to availability. You may only book tickets for a tour if you are over 18 years old. We require full payment at the time of reservation either over the phone or on the online booking form. Once you have booked on to a tour you will receive a Confirmation Email which will detail the itinerary for your Tour.
Up to 5 working days prior to the event we are happy to change the date of the tour you are booked on subject to availability or provide you with a gift card of the same value. Changes within 5 days of the tour you booked on are at the discretion of management. For groups of 8 or more booked on a single tour then we need at least 10 working days notice. Refunds will be at the discretion of management.
We will make every effort to provide the Tour on time and in accordance with the Confirmation Email. However, there may be delays, suspensions and short notice cancellations due to events outside our control. We will contact you to let you know in advance when such problems occur, unless the problem is urgent or an emergency. If we have to cancel or suspend a Tour for the reasons set out above we will offer you an alternative date or a refund of any amounts you have already paid as soon as possible.
Contact us at [email protected] for questions related to refunds and returns.