FAQ - Reopening

24 June 2020

Reopening FA Qs 2

Welcome back!

This article includes frequently asked questions to guide you through re-ordering with James Clay and Sons. As always, please get in touch if you have any specific questions - our team is here ready to help.

Frequently Asked Questions

Are you open?

We are open and operating our normal trading hours: Mon-Friday 8.00 – 5.00

Are there any changes to my usual delivery day and order process?

We are operating our normal delivery day schedule.

Where possible we ask that you email orders to orders@jamesclay.co.uk in order to ease pressure in our order processing team.

If you have any questions or new delivery instructions to meet COVID guidelines, please advise us when ordering. We would be grateful for your support in ensuring our delivery drivers can operate as safely as possible by adhering our delivery guidelines.

Regretfully, we are no longer able to accept cash or cheques as a method of payment. If you previously paid ‘Cash on Delivery’ your account will be moved to ‘pre-pay’ and payment will be required before your order can be delivered. Alternatively, we are able to set you up on weekly Direct Debit with payment being taken after delivery.

Our customer services team are available to assist with payments on 01422 377560.

What is your stock availability like?

Many of our overseas partners experienced eased restrictions ahead of the UK and have fully operational brewing schedules. This has enabled us to secure good availability to support UK bar re-openings.

We currently have 75 different kegged beers available from our permanently listed range across a variety of styles and our packaged availability is running at 95%.

Our website shows live stock availability and is a great resource to explore our range.

Our listed beer availability can be found here.

Our specials beer availability can be found here.

Are collections possible if I miss my delivery day and/or need an urgent order?

North depot: Collections are possible from our North depot during our normal hours of operation (Mon-Friday 8.00 – 16.00). Postcode is HD6 1LU. Where possible, please provide 1 business day notice so that we can have your order ready for you. Collection instructions will be provided when you order to reduce contact.

Midlands depot: We regret that collections are not possible from our Midlands depot at the moment.

London depot: We regret that collections are not possible from our London depot at the moment.

South West depot: We regret that collections are not possible from our South West depot at the moment.

I have an outstanding balance on my account; will I be able to order?

Our accounts team should have been in touch with you to arrange a payment plan if required. If it remains unresolved, please contact our accounts team on Accounts@jamesclay.co.uk or 01422 377560 who are ready to assist you.

I cancelled my Direct Debit; will I be able to order?

We understand the reasons for cancelling your Direct Debit as this crisis took hold however please be aware that your terms have defaulted to Pre-Payment as a result. Under these terms, any new order must be paid in advance of delivery which can put pressures on lead times and cause delivery delays. We would welcome a discussion on alternative terms - alongside a payment plan if you have an outstanding balance - to support your re-opening. Please contact our accounts team on Accounts@jamesclay.co.uk or 01422 377560 who are ready to assist you.

I have some out of date kegs in my cellar, what should I do?

Please find our specific policy guidance here:

Bar guidance

Wholesaler guidance

IF YOU HAVE ANY FURTHER QUESTIONS PLEASE GET IN TOUCH ON 01422 377560 TO REACH OUR COVID-19 REOPENING HELPLINE.