You must be over the age of 18 to make a purchase from Otter’s Tears.
By clicking 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 are a criminal offence.
We reserve the right to cancel any order if the age and identity of a customer is in doubt.
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 will incur additional charges. Please note that we are closed on Sunday and Monday, so any web orders placed Saturday – Monday will not be shipped until at least Tuesday.
Normal delivery hours are Monday to Friday 08.00 to 19.00.
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 is in doubt.
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.
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 which 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.
If you receive your products in a poor condition (e.g. broken bottles or spoiled beers), please inform us immediately calling 01782 823078 or by e-mailing email@example.com. 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.
Our UK mainland delivery charges start at £8.25 per case next day delivery. As a rough guide, a case of 12x500ml, 12 x 330ml bottles or 12 x 440/500ml cans will fill a case. 330ml cans will double up and can take the place of one bottle. We can ship 750ml and 660ml bottles, but these may impact on the total space per shipping case, we will contact you in such circumstances.
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.
Please check delivery charges carefully before placing any order.
Any delivery instructions you request with us will be passed on to UKmail. However, Otter’s Tears cannot be held responsible if the instructions are not followed by the delivery driver.
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 have selected ‘signature at address only’ and nobody is at the address when UK Mail makes the delivery, a note will be left to arrange a redelivery. If you don’t arrange redelivery via UK Mail then they will 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 UK Mail depot. Failing this, you will be charged £7.99 again for redelivery. Please firstname.lastname@example.org 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.
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 5 working days, contact us at email@example.com so that we can investigate.
Why is your delivery cost higher than other beer websites?
We pass on our courier charges at the lowest possible rate we can and absorb the costs of packaging. We ship our beers in the highest rate industry standard cartons, to make sure that your beers are delivered in the best possible condition and without damage. We believe this is worth the additional cost, whilst still remaining competitive.
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 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.
Click and Collect
We do still require a minimum order for click and collect purchases, this is to avoid “one bottle” orders preventing other customers accessing limited edition beers.
Click and Collect orders should be picked within 24 hours during working hours; these are 12:00 – 7:00pm Monday to Friday, 11:30-5:30pm Saturday.
Please wait for email confirmation that your order is ready before coming to the shop.
Please bring your order confirmation, photographic evidence of ID and if necessary legally recognised proof of age and be prepared to show them on collection. For security and licensing reasons we cannot release your beers without it.
Any orders received from minors will not be fulfilled under any circumstances.
Do you ship overseas?
Currently, we ship to UK destinations only. However quotes can be made for International delivery on request. Any such deliveries will be made at the customers own risk as we cannot accept any claim for loss, damage or delay to International destinations, nor any such customs, or local import taxes.
Coronavirus / Covid-19:
The shop is currently CLOSED to minimise the risk to health to us all from this terrible virus. You may still order online and I'D REALLY APPRECIATE THE SUPPORT, but please be aware that delivery and shop collection may be severely delayed. Please see our social media feeds for updates. Stay Home Stay Safe, We Can Beat This.