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Customer Services

    Privacy Policy

    We value our customers and are committed to protecting their privacy.

    Our policy is to keep all the details we collect completely confidential.

    The personal information that we collect will be:

    • Your name
    • Home address
    • Delivery address
    • Phone number
    • E-mail address
    • Card Details (when not via Sagepay) - deleted on dispatch

    This information will be used for processing orders & to make contact. We will use the information in accordance with both the Data Protection Act 1998 and the Which? Web Trader Code of Practice.

    Email addresses are added to our mailing list unless requested otherwise. You may unsubscribe at any time by emailing us at: sales@hopshopuk.com.

    We will not forward your details to a third party.

    The personal data that we hold should be accurate and up to date.

    If you wish to see the information retained, please contact us.

    There is no charge for this.

    Alterations to data held will be implemented on receipt of written advice.

    The Hop Shop is responsible for all privacy matters.

    If you wish to discuss this, then please contact The Hop Shop:

    by phone: +44 (0)1752 660382,
    by e-mail: sales@hopshopuk.com

    by post:

    The Hop Shop
    22 Dale Road, Plymouth, Devon, PL4 6PE, UK.

    Our trading hours are:

    Mon - Sat: 9:30am to 5:00pm.
    Closed: Bank Holidays & Sundays.

    Security

    Secure Sockets Layer protects this site. Personal data will be held securely in accordance with our internal security policy, current UK law and the Which? Web Trader Code

    The Hop Shop is responsible for all security matters.

    If any customer wishes to discuss our security policy, please contact: The Hop Shop
    by telephone on: +44 (0)1752 660382
    by e-mail to: sales@hopshopuk.com, or by post:

    The Hop Shop

    22 Dale Road, Mutley,
    Plymouth, Devon,
    PL4 6PE,
    U.K.

    Our trading hours are:

    Mon - Sat: 9:30am to 5:00pm.
    Closed: Bank Holidays & Sundays.

    Payment Options

    Payments can be made by Card, Bank to Bank transfer (with prior notification), Cash, Paypal, cheque, postal order – the latter two payable to:

    The Hop Shop

    22 Dale Road, Mutley,
    Plymouth, Devon,
    PL4 6PE,
    U.K.

    Our online order card payments are handled independently by Sagepay.

    Card Payments

    We accept:
    • Visa
    • MasterCard
    • Delta
    • Switch
    • Solo

    But regrettably not Amex.

    Payments are usually processed when the goods are ready to be dispatched.

    For Paypal payments opt for a payment by cheque & we will invoice the Paypal invoice for settlement.

    If paying by Switch the Issue Number may be required.

    Card Fraud: Sagepay/Hop Shop run checks as to the veracity of potential transactions against the details provided.

    Paying By Cash

    Cash is acceptable in store, along with cards, bank transfers, Paypal, cheques & postal orders.

    Payments can be made by Card, Bank to Bank transfer (with prior notification ), Cash, Paypal, cheque, postal order – the latter two payable to:
    Hop Shop

    Delivery Terms & Carriage Charges

    No payment is taken until we are ready to dispatch.

    Shipping is based on weight (some, the volumetric weight equivalent) ∓ location.

    Pricing is in weight slabs & is automatically calculated at checkout.

    Mainland U.K. is carriage free on orders over £75.

    UK Islands & Highlands & Northern Ireland - excluding the Channel Isles, is carriage free on orders over £100.

    Orders are dispatched within 2 (non week-end) working days, subject to stock availability. In the event of delayed dispatch we email accordingly.

    This enables you to retain full control of the ordering process, in terms of requesting variations & additions.

    Delivery instructions for goods to be left somewhere such as 'if out to be ………….' are accepted for Couriered shipping only (not Post Office) & are at customers’ risk.

    Delivery is made by a variety of resources:

    U.K. Zone 1:

    Targeted 1 or 2 working days courier tracked delivery.

    U.K. Zone 2:

    Targeted up to 5 working days courier tracked delivery.

    Delivery times are not guaranteed & do vary based on seasonal demand.

    However, we currently ship with a 24hr Courier delivery (not guaranteed), that also provides a 1hr delivery slot.

    Post Office 1st/2nd Class post is used for smaller items based on customer choice.

    The most economical service available is used, unless requested otherwise.

    U.K. Zone 1:

    England (excepting the Channel Islands, Isles of Scilly, Man and of Wight), Wales and Southern Scotland shipping will be:

    From £2.00 to £6.50 dependent on weight, with orders over £75 carriage free.

    U.K. Zone 2:

    Deliveries to the Isles of Man & Wight, the Scilly Isles, Northern Ireland, Northern Scotland shipping is:

    From £2.00 to £12.00, with goods worth over £100 carriage free.

    The Post codes for these areas are:
    AB30-38, AB44-56, G18, FK-17-99, IV, HS, KA27-28, KW, PA20-49, PA 60-80, PH 16-50, PO 30-41, ZE,BT, IM, TR21-25

    For online orders the shipping will be advised at check out.

    Abroad

    Post Office - we recommend the use of the ‘International signed for’ service.

    Deliveries using the Standard Airmail service may be chosen but is not recommended, & delivery is not guaranteed.

    In addition deliveries to ‘dry countries’ is not guaranteed.

    That said we experience very few issues shipping abroad via the Post Office.

    Couriered deliveries - tracking details are emailed on dispatch.

    Returns & Refunds

    If you have any problems whatsoever please contact:
    by Telephone: +44 (0)1752 660382,
    by E-mail: sales@hopshopuk.com,

    Letter or in Person:

    The Hop Shop
    22 Dale Road, Mutley,
    Plymouth, Devon,
    PL4 6PE,
    U.K.

    You are most welcome to call in at the shop.

    Trading hours are:
    Mon - Sat: 9:30am to 5:00pm.
    Closed: Bank Holidays & Sundays

    Please report non-delivery for couriered orders preferably within:
    Zone 1: 2+ working days.
    Zone 2: 4+ working days

    If you have a change of mind feel free to return the goods in original condition to the address above for an exchange or refund as preferred.

    If you wish us to arrange collection, there will be a courier company charge of £7.50.

    For refunds we will need your card details as no financial data is retained.

    There is a 30 day period during which you may alter, return or adjust after receipt of goods.

    The address for returns is as above.

    If the goods are faulty we will bear the courier company charge.

    Happy brewing.

    Change of heart/Cancellation

    You may cancel your order prior to dispatch – just e-mail or phone.

    Also once dispatched, you may cancel it – by e-mail, letter or phone within 30 days from the day after receipt for a refund of the goods only.

    Please return the goods to us within 30 days from the date of dispatch.

    Safe delivery of returning items to us is your responsibility.

    We can also arrange collection at a cost to be advised beforehand.

    Our returns address is:

    • Homebrew Hopshop, 22 Dale Road, Mutley, Plymouth, PL4 6PE.

    Please label the box clearly.

    If you contact us after the above 30 days Hop Shop has the right to assume that the order has progressed to completion.

    You will not have the automatic right to a refund.

    This does not affect your statutory rights.

    Complaints

    Complaints may be directed to us as follows:

    By phone on: +44 (0)1752 660382.
    by e-mail at: sales@hopshopuk.com.

    by post at:

    The Hop Shop
    22 Dale Road, Mutley,
    Plymouth, Devon,
    PL4 6PE,
    U.K.

    You are most welcome to call in at the store during trading hours. Telephone calls are at standard rates.

    Our trading hours are:

    Mon - Sat: 9:30am to 5:00pm.
    Closed: Bank Holidays & Sundays.

    Any complaint will be dealt with speedily and confidentially. This does not affect your statutory rights.

    Help

    Should you any queries or problems whilst ordering please:
    by phone on +44 (0)1752 660382
    by email at: sales@hopshopuk.com.

    If you would like to check on the status of a placed order or change your personal details, please log-in to Account Status using the username and password you selected on ordering. A copy can be sent to you from this page if you have forgotten.

    © The Hop Shop, 2017

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