need more help?

Frequently asked questions should be exactly that.

We asked our entire workforce, from the distribution team to our Sales Director, what questions our customers regularly ask.

We hope you find the answer YOU need when YOU need it.

After all the only stupid question is a question never asked.

 

OPENING AN ACCOUNT

How do I open an account/credit account?

Opening an account with Inn Express is very a simple process. Whether you are in the trade or not, we offer a range of payment options and can provide credit terms subject to the completion of account forms and checks with a credit reference agency. To set up a trading account click here. Once this is filled in we will send you secure encrypted forms using a service called Typeform.

Do you offer a credit account?

We offer two types of trade accounts, "payment on delivery" or "account with a credit agreement". Both variants can be requested when opening your account.

Can I get an order before the credit account is open?

Yes, you can place an order while your credit account is being opened. This will be at the list price, using a card or cash on delivery as payment before delivery.

How long does it take to open an account?

You can open a 'payment on delivery' account within two working days. For us to work to this timeline, we need a fully completed account application form. Once received, we can set up the account (at list price, unless a bespoke price file has been agreed with your account manager) using a card or cash on delivery as payment.

To open a credit account, we follow the normal credit checking processes. These processes can take up to 5 working days, depending on the terms you may require. This delay can be due to us needing to wait for responses from other parties. When filling in an account form please ensure all details are fully submitted and legible, as this helps to minimise any delays that may occur.

Do you have online ordering?

Yes, we do. Once your account is set up we will supply you with a username and unique one-time password. Once this has been supplied you will be able to access your online account and use the many features designed to save you time and money.

I have an online account, but I am unsure how to use it.

To help make the most of our online portal please read our top tips guide where you will find all the information you need to make the most of your account.

FINANCE & PAYMENTS

How can I pay for my order?

A credit or debit card is preferred for payment on delivery. If you open a credit account and complete a DD mandate, we will collect the direct debit on a Wednesday at least 14 days after your invoice. If you place your orders online you can also pay for current orders and previous invoices within your account page

Do you offer credit?

Yes, we do. We offer credit facilities via Direct Debit, subject to the usual credit checks & account application forms completed.

How frequently will you take my Direct Debit?

Direct debits are set up to be due 14 days after delivery/invoice. The collection is then made from your bank (after completing a DD mandate) on the following Wednesday. The Direct Debit system is a 'rolling' set-up, where if you have a weekly order, we will collect payment weekly for goods delivered 14 days previously. For more information, view our Direct Debit schedule

When do you invoice for goods?

We invoice once the delivery is made. We consider any amendments noted on the paperwork, which are processed in the office, usually the next working day. You will get an invoice via email or within your online account in the invoice section as soon as it is processed. From here you can print, download and pay online should you wish to do so.

Can I have a statement?

Of course no problem at all. Email us and we will send one as soon as possible. If you can let us know your account code or venue name, it will help us find who you are.

Can I have a copy of a historical invoice?

Yes, the quickest way is to log into your online account and view your invoice history and you can view them there. Alternatively email us and we will send them as soon as possible. Let us know the dates you need them for, if applicable. Your account code or venue name helps us find your details.

GENERAL ENQUIRIES

I havew a home bar do you sell to the public?

Yes we do! Easily open a domestic trading account and access 7000 products and make your bar the envy of all your friends! You can collect your order if you are in our trading area we can delivery it for you . If you are collecting we recommend placing an order first so that we can have the stock ready on arrival.

Can I collect my order?

Yes. We recommend placing an order first to have the stock ready on arrival. Head on down to our distribution centre and our team will be happy to help. We will even load it into your car for you! Before visiting, please read our visitors guide to ensure you are aware of our health & safety protocols.

How can I pay for my order/collection?

We accept cash and all major credit cards. Our staff are on hand to offer advice and support. We are open from 9 am to 5 pm Monday to Friday & from 9 am to 12 noon every Saturday.

OPENING TIMES & LOCATION

Where are you based? / I can't find you / I'm lost!

We are in Haselor near the town of Alcester. Our postcode belongs to the whole village, so if you use a Sat Nav, it brings you to our area!! But trusty Google maps will bring you to us. If you are still lost, we mean REALLY lost, please use our what3words location, our three words are almost.nags.insurers.

Before visiting, please read our visitors guide to ensure you are aware of our health & safety protocols

Our address is INN EXPRESS, UNIT 3 & 4 Lower Barn Buildings, Haselor, B49 6GB.

From the A46 follow the Black industrial signs to Lower Barn Buildings. This is the TRENCH LANE turning. Then turn right after ¼ of a mile as the road swings left, again, there is a black industrial sign. Our driveway is 600m on the left. Look for the large white sign for "LOWER BARN BUILDINGS". The office is in the last warehouse unit on the right, with car parking straight ahead of you. If you have any issues, please call us on 01789 488008, and we will guide you in.

What are your opening times?

We are open from 8 am to 5 pm Monday to Friday and from 9 am to 12 noon every Saturday. We are closed on Sunday.

What is your phone number? / How do I contact you?

Our phone number is 01789 488008 or email us via sales@inn-express.com.

LOGISTICS & ORDERING

What is your trading area? / Where do you deliver to?

You can view our trading area here. We cover a 70-mile radius of Stratford Upon Avon. Please call our office on 01789488008 if you would like to know when we deliver to your area.

What time is my delivery?

Our office is open from 09:00 so, please call us on 01789 488008 on the day of your delivery for a guide to your delivery time. Although we don't offer a timed delivery service, please request this when placing your order and we'll see what we can do for you.

When is my next delivery day?

We offer a selection of scheduled delivery days, and most of our trading area benefits from delivery 3 days per week. Please call us on 01789 488008 or email sales@inn-express.com to find out when we can next deliver to your area.

Do you offer timed deliveries?

Although we cannot guarantee a timed delivery window, we will always try to accommodate a timed delivery request. We offer a one-hour warning service to ensure you can accept your delivery.

How can I place an order?

Customers can place their orders 24 hours a day, seven days a week, with our reliable answering and online ordering service. Your order will be with you on your next scheduled delivery day. All orders must be placed by 3pm the day before your scheduled delivery. If you would prefer to call or email please call 01789 488008 (Monday – Friday, 9 am – 5 pm) or email us at hello@inn-express.com.

Can I backorder an out-of-stock item?

Yes, we can backorder an item for you and deliver it. Simply find the product you want and hit the 'crate a back order' button. We will do the rest. You will then be able to view its ETA within your current orders section.

I have an event coming up, can I pre-order some items?

Yes, we accept and encourage customers to place pre-orders/reservation orders. These orders can be amended up to 3 p.m. the day before delivery, and you don’t get charged/invoiced until the goods are delivered. This is a great way to give you peace of mind for those one-off occasions.

Is there a Minimum Order?

No, there are no minimum orders.

Is there a delivery fee?

Yes, there is a £2.50+ VAT delivery fee.

What is the order cut off times?

The order cut off time is 3 pm the day before your requested delivery. This includes a Friday for a Saturday delivery.

If you have sent your order after this time, we will automatically schedule the delivery for your next delivery day.

How can I amend my order?

You can amend your order as many times as you like up to your order cut off time. Please call us on 01789 488008, email us or log in to your online account.

Why has my price changed?

For many reasons, we experience manufacturer price increases and duty increases throughout the year. We absorb these costs where possible, but unfortunately, the difference has to be passed on to our customers. You can find more information on price increases and when they are scheduled by either speaking to your account manager or visiting our price increase page.

SUPPORTING YOUR BUSINESS

I need a drinks list, can you design and print?

Yes, we can. Please visit our Extra Services section and see how we can help your business.

Do you have POS (point of sale) and branded merchandise?

Certain brands offer items such as glassware, parasols, ice buckets etc. Please get in touch with your account manager to see what’s available at this particular time.

What size are the kegs you stock? How many pints are in each one?

  • 100 Ltr (22 Gallon) keg = 176 pints.
  • 50 Ltr (11 Gallon) keg = 88 pints (this is the most popular size)
  • 30 Ltr (6.6 Gallon) keg = 52 pints (this is the most popular size for craft beer)
  • 20 Ltr (4.4 Gallon) keg = 35 pints

What size are the casks you stock? How many pints are in each one?

  • Pin (4.5 Gallon) cask= 36 pints (available as a special order from certain breweries)
  • Firkin (9 Gallon) cask = 72 pints (this is the most popular size)
  • Kilderkin (18 Gallon) = 144 Pints (available as a special order from certain breweries)

How many shots are in a bottle of Spirits?

A 70cl bottle contains 28 x 25ml shots

PROMOTIONS & MARKETING

How do I find out what is new?

In our brochures section, you can see what items have been added to our range. This section includes our annual portfolio, wine list, and seasonal portfolios. You can also view our new products page, which is updated daily with the latest new products and the best in UK craft beer.

What promotions are currently running?

You can see items on offer in our products on offer page. This page is updated daily with new products on offer.

Do you offer samples?

Certain products are available for sampling, arrange a meeting with your account manager to discuss this further. You will also find many QR codes within our latest brochures in which offer you free samples of many of our best selling and latest products.

TECHNICAL SERVICES

Cellar breakdown and services

For all technical service issues we advise you to contact your lead brewer. You can find a step by step guide on identifying your lead brewer in our extra services pages. ‚Äč

Ullage queries.

For all ullage queries please submit the details here

Sorry, this item is currently out of stock. Please email sales@inn-express if you would like this to be put on back order.
We currently hold [remaining-stock] units of this item in stock. The remainder will be put on back order.
You cannot order more of this item than we currently hold in stock.
You must order at least [min-order-qty] of this product.
You must order at least [min-order-qty] of this product. We currently hold [remaining-stock] in stock. The remainder will be put on back order.

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