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, please get in touch, and a member of our team can start the process.

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 applied for by contacting our accounts team.

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

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

How long does it take to open an account?

You can open a 'payment on delivery' account within two working days. For us to be able 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 please make us aware that you wish to open an online account and we will register 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 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.

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 completion of a DD mandate) on the following Wednesday. The Direct Debit system is a 'rolling' set up, by 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, these are processed in the office, usually the next working day. You will get an invoice via email as soon as the invoice is processed. You can also view historical and current invoices via the online dashboard. Visit www.inn-express.com/my-account for more information.

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 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

Do you sell to the public?

Yes. We recommend placing an order first so that we can have the stock ready on arrival. Whether you forgot to order something you need, or merely having a party at home and want to impress your friends with the next big thing in the world of drinks. 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.

Can I collect my order?

Yes. We recommend placing an order first so that we can have the stock ready on arrival.

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.

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?

All orders must be placed by 5pm the day before your scheduled delivery. You can place an order by calling us on 01789 488008 (Monday – Friday, 9am – 5pm) or using our online ordering portal. We also offer a 24 Hour Answerphone Service.

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.

Can I backorder an out-of-stock item?

Yes we can backorder an item for you and deliver it on your next scheduled delivery day once the stock has arrived. Don’t worry, we only raise an invoice for goods when confirmation of delivery has been obtained.

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

Yes, we accept & encourage customers to place pre-orders/reservation orders. These orders can be amended up to 5 pm the day before delivery & 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 5 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 login to your online account.

Why has my price changed?

We experience manufacturer price increases and duty increases throughout the year for many reasons. Where possible, we absorb these costs, 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 to happen 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.

What promotions are currently running?

You can see items on offer in our brochures section.

Do you offer samples?

Certain products are available for sampling, arrange a meeting with your account manager to discuss this further.

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

Can't find the answer? Drop us a line

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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