FAQs
General
How do I update or change my address details?
Please get in touch with your Sales Account Manager to have them updated in our system – changing any of your account details is not done in Bevie Shop.
Why aren't I getting broadcasts/newsletters?
- These might be going to your junk or spam folder - Check and if so, then open the email and mark Bevie as a 'safe sender' so this doesn't happen again
- You might have accidentally unsubscribed yourself - in which case you'll need to resubscribe. To do this please get in touch with your Sales Account Manager or Customer Service so they can help you get resubscribed
Where can I find a copy of my invoices?
Invoices are automatically sent to the email address that you nominated to receive invoices, upon account creation. To get a copy of your invoices, please contact your local customer service person and they will be able to help.
What should I do if my invoice is incorrect?
If your invoice is showing something incorrectly - please get in touch with Customer Support. Please ensure you let us know what is incorrect on your invoice and either provide us with a copy (attachment, or image) or your Invoice number so we can help you rectify it quickly.
Before getting in touch - check to see if it is any of these options below;
- If your invoice shows the item and 0 shipped - this means we were out of stock of this item at the time of your order, please include it in your order next time, once back in stock.
- If your invoice shows the number of items lower than what you ordered, and you have received the number of items matching the invoice - this means we were low in stock of this item but were able to provide some, please include the remainder you require in your order next time, once back in stock.
- If your invoice includes the number of items you ordered, but you have received a different amount, please let us know so we can correct this for you
- If your invoice shows the wrong price, please let us know so we can correct this for you
- If your invoice shows multiple cartons and you did not receive the same amount and therefore, product is missing, please let us know so we can contact the courier to see what has happened to it and get it delivered successfully
What payment method can I use?
The methods of payment will be discussed and created during your account signup process. They will either be;
- Credit– your account will have a unique amount of credit available to you. You will not be asked for any further payment details when placing an order, and will be able to submit your order request if you have a positive amount of credit left on your account.
- Cash / Direct Deposit– if your account has not been authorised for credit, you may still submit an order request. However, your order will then be flagged for ‘review’ and await a bank deposit of the required funds at which point your order will be released for sending to you. You will receive an invoice for the order with these details after submitting the order request and confirmation once the funds have been cleared.
- Credit Card (coming soon) – watch this space.
Does Bevie supply marketing material I can use?
We keep a repository for our customers to use to ensure they have good quality and up to date point of sale material and information for your stores.
These are named with the same SKU that you would order for the item to make them easy to find and match to what you stock. Head to the Marketing Material section of the category you are after on Bevie Shop. eg go to Beer and Cider Making>Marketing Material and add them to your order, just like any other product.
Inventory
How do I know if something is Out of Stock?
The product listing will say 'Out of Stock' in red.
How do I know if something is Back in Stock?
We have a handy feature to help you with this on Bevie Shop.
Simply head to the product you're interested in and click on the black banner 'Notify me when available'.
You'll then receive an email alert to let you know the product is back in stock so you can add it to your next order.
Ordering
What are the order cut-off times to receive my orders before Christmas?
How do I add a dropship address?
Please speak to your Sales Account Manager about adding dropship addresses and if this is something that has been arranged for your account. You can view any of your address in My Account under Address Book
How do I place an order?
How do I add to an order if I missed something off?
If you have already submitted your order through Bevie Shop you need to contact Customers Service ASAP. If possible your order will be amended but if this is not possible (due to your order already being in process for picking) then our Customer Service team will let you know so you can add those products to your next order.
If you haven't submitted your Bevie Shop order yet, you can still make changes to it.
Requesting a replacement or credit.
If you want to return a product or receive a credit, due to the product being faulty, please contact customer support for further troubleshooting assistance.
You will need to provide the following to us (at minimum) and we may ask for more information, especially if it has been used by a customer to ensure this is not user error or misuse:
- Serial Number or Batch Number (or both where applicable) for damaged or faulty items
- Proof of purchase
- Name of the customer if the complaint has come from one of your customers
- Photos/videos of the damage or fault If unsure, please always reach out to customer support first before promising a return or refund to your customer.
Please note, our first step will be to establish the fault and whether the issue can be fixed remotely, followed by confirmation by us of replacement and or refund/credit.
Shipping
How much does shipping & delivery cost?
This depends on the products and volumes you are ordering. The costs will then differ dependent. Please contact your Sales Account Manager to discuss shipping costs or Customer Support if you have questions about cost of deliveries to your location.
Once you have submitted your order from Bevie Shop your order will be prepared, any changes to the order made (ie if there are any products that we don’t have available) and your shipping will be added at the time of dispatch. You will then get a notification of the products arriving with your order and the cost of shipping along with tracking information to track your order delivery should you wish to.