Delivery & Returns

DELIVERY

When will my order be delivered?

For products sold by Beerwulf, and have placed your order before 6 pm, we aim to deliver it the next day. We do not deliver on Sundays or Mondays and so, if you order on either day, you can only expect your order on Tuesday. You can view and adjust the delivery time on our website before you place an order. We strive to achieve the chosen delivery time, but unfortunately, we cannot guarantee this due to external factors. If your order consists of more than one shipment, they may not be delivered at the same time.

For products sold by a Selling Partner, it is unfortunately not possible to specify an exact delivery moment in advance. This feature is not yet enabled for Selling Partners. We will communicate a delivery window in business days in the check-out and confirmation e-mail. Track and trace links are shared by e-mail upon creation of the shipment, which will give a more exact estimation of the delivery time.

Depending on which courier our Selling Partner uses, you might be able to change the delivery time by clicking on the track and trace code.

How does free delivery work?

For products sold by Beerwulf, you may be charged for the delivery of your order. These costs depend on the amount of your order. Beerwulf does not charge shipping costs for orders of a full box. A full box consists of the following parts:

An appliance (SUB Classic, SUB Compact, Blade)
8 SUB Kegs (2L Kegs)
2 x 5L Kegs

If a box is not fully filled, Beerwulf applies a delivery charge of €8.95. This will be indicated in your shopping cart, during the ordering process and in the confirmation email.

For products sold by a Selling Partner, we do not offer free delivery and delivery is € 6.75 per partner.

How do I know if I have a full box?

For products sold by Beerwulf, you will see how many products you can add to reach free shipping. If you add more than 8 SUB Kegs to your order, you will start filling a box again and pay €8.95 shipping costs until the second box is full as well.

This feature is not yet enabled for products sold by our Selling Partners.

Can I choose a different delivery time?

For products sold by Beerwulf, you can choose your moment of delivery during the ordering process. This allows you to choose a delivery time in the upcoming two weeks. We advise you to choose a delivery date as close to the current date. When there is a busy sales period, it may be that a specific delivery date is no longer available, so please select what date is available at checkout.

For products sold by a Selling Partner, it is not yet possible to select an exact moment for delivery. A delivery timeframe will be indicated in the shopping basket before placing the order, and this will be confirmed in the confirmation e-mail. The track & trace link, sent after shipment, gives a more precise estimation of the delivery moment. Depending on the carrier of choice of the Selling Partner, you could use the track & trace link in some cases to choose or change the delivery moment.

Can I combine bottles and SUB Kegs for free shipping?

Unfortunately, it is not possible to combine bottles and SUB Kegs for free shipping because a different type of box is used to safely transport the bottles and SUB Kegs.

I am often not at home during the day, can my order be delivered in the evening?

For products sold by Beerwulf, it is possible to choose a delivery slot in the evening for your order. Your order will then be delivered between 5:30 pm and 9:30 pm. Choose an evening delivery during the ordering process by clicking on "change" next to the selected delivery time. If there is no "change" next to it, it is unfortunately not possible to schedule an evening delivery for that delivery address. Please note that evening delivery on Saturdays is not possible.

I made a mistake with the delivery address! Can I still change it?

In general, it is not possible to change the delivery address after placing the order. This is because the warehouse will start collecting your order as soon as possible in order to be able to send it out for you in time. Always double-check which address you enter, and if there is a mistake, please do the following.

For products sold by Beerwulf, please contact our customer service as soon as possible at 0800 - 233 79 85 (Monday to Friday between 10 am and 5 pm). If your orders have not yet been processed by the warehouse, it may be possible to change them.

For products sold by a Selling Partner, it is not possible to change the delivery address. Depending on the carrier of choice you might be able to adjust delivery through the track-and-trace link to a pick-up point.

How can I track my order?

For products sold by Beerwulf, you will receive an email from us and from DHL in the night before delivery containing your Track & Trace link. With this link you can easily track your delivery and adjust, such as selecting a different delivery date or a delivery at a safe location, such as a neighbour. Your order will then be delivered by DHL.

For products sold by a Selling Partner, you will receive your track & trace code when our Selling Partner has made your parcel ready for shipment. In case your order is split between multiple partners, you can receive multiple track & trace codes at different moments in time. This way, you can stay up to date on when your package(s) will be delivered.

There is someone younger than 18 years old at home, can they receive my order?

We understand that it is sometimes difficult to plan to be at home at the time of delivery. Unfortunately, Beerwulf is not allowed to deliver alcohol to those under the age of 18. We have built several age checks into the order procedure in order to make sure that our products are handed over to an adult (and thus act in accordance with laws and regulations), the deliverer can inquire about the age and ask for identification. If the parcel cannot be delivered, it will be returned to our warehouse. In that case, please contact customer service. The same applies to products sold by our Selling Partner.

I have ordered a product that does not contain alcohol, can someone under the age of 18 receive it?

Although we understand why this is asked, we have a blanket rule to only deliver to those over the age of 18 so that no confusion or mistakes can be made.

Help! DHL tried to delivery my parcel, but I wasn't home. What now?

For products sold by Beerwulf, delivery is done through DHL. If no one is at home, or if there is no adult person who can accept the products, the deliverer will take the parcel back and put a DHL card in your mailbox. This indicates whether we have been able to deliver your package to your neighbours. If not, you can choose one of the following delivery options using your postcode and the delivery code on the DHL card on the DHL website:

You can choose a DHL Parcelshop so you can pick up your parcel there (look here for a DHL Parcelshop near you). When the parcel has arrived, you will receive an email.
Have your parcel delivered to your neighbours. Tip: ask your neighbours if they are at home and do not object to accepting your order.
Have your parcel delivered on a different day and time than indicated on the DHL card of the deliverer. You can arrange this online on the DHL website. This can be during the day or in the evening on weekdays, or during the day on Saturdays. After the fourth delivery attempt, your parcel will be returned to Beerwulf. Beerwulf will then contact you to determine if, and if so, how the delivery should be handled and the possible extra delivery costs.

The above-mentioned age check also applies to the other delivery and pick-up options.

We deliver our products from the Dutch webshop in the Netherlands. For deliveries in Germany, Belgium, the United Kingdom, France or the other countries where Beerwulf is active, you can visit the corresponding web shops by selecting the country in question in the navigation of the website.

For Products sold by a Selling Partner, the approach is the same in case the Selling Partner is also using DHL for delivery. In case the Selling Partner is using another courier, the approach may vary. The courier will keep you informed on the process through the track and trace link.

I order for a company, can I deduct the VAT?

Through our webshop you can indicate whether it is sent to a company or to a residential address. Here you can enter the name of the company to make it easier for the carrier to find the location. On almost all our products 21% VAT is charged and is also mentioned separately on the invoice.

The billing address is not correct, can I change it?

Unfortunately, it is not possible to change the billing address after ordering.

RETURNS

I ordered something, but I'd like to return it. How does that work?

If you wish to return your purchase with or without reason, you can let us know within 30 days of placing the order.

For products sold by Beerwulf the approach is the following:

Step 1: Send us a message using our contact form or contact our customer service on 0800 - 233 79 85 (Monday to Friday between 10:00 and 17:00). Let us know which order you want to return using your order number and let us know which products you exactly want to return.

Step 2: To return the products, please use the return portal of DHL. You can register your return shipment on the return portal (for the last questions: for the weight, you can fill in 10kg and the package is smaller than the suggested dimensions. The reference is the digits of your order number. So please fill in the 10 digits after the letters PO. For example, the order number is PO1234567890, fill in 1234567890 for reference).

Step 3: Then you will receive a return label by e-mail. You need to print the return label and stick it on the package.

Step 4: Before returning the package, you need to download, print and complete the model withdrawal form. Then put it in the box so that the package can be easily identified when you return to our warehouse.

You can also use the European model revocation form to notify us that you are cancelling your purchase. However, the use of this form is not obligatory.

Step 5: You can then drop off the package at a DHL Parcel Shop near you. For a DHL Parcel Shop near you, please visit DHL Service Points. Also keep the return confirmation until you have the money back in your account.

If you want to cancel your purchase, you can let us know within 30 days after the day of receipt of the products. You can use the model withdrawal form, but this is not mandatory. You can fill in this model form and send it to us by post or email.

Please fill in this DHL return portal if you want to return products sold by Beerwulf. After submitting the form, you will receive a confirmation by email. With this confirmation, you can return your package at any DHL Parcelshop (free of charge). Click here for the DHL Parcelshop near you. For an extensive step-by-step plan on how to return your order, click here. However, always send a message to service@beerwulf.com with the tracking number of your return so that our customer service is aware of this. If you cannot return the beers via a DHL Parcelshop, please contact us at service@beerwulf.com.

If you want to return products sold by our Selling Partners, please contact them using their respective profile pages here, through your confirmation e-mail or order overview page. They will let you know how to return their products. The costs for returning products sold by our Selling Partner are €6.75 unless a mistake was made on the partner side.

Please note that our business address, Stadhouderskade 80, is not our return address, and anything shipped there cannot be processed.

Is something not quite clear?

If you have any questions or need help filling in the DHL returns portal, please contact our customer service team at 0800 - 233 79 85 (between 10 a.m. and 5 p.m.). You must return the products within 14 days of your notice of cancellation, and we will refund the price you paid for the products and any shipping charges you paid to receive them. The cost of the return shipment via the DHL Parcelshop will be at our expense. Of course, you can also return the products via another carrier, but we will not be able to reimburse you.

The address to which the Returns may then be sent, if you choose not to use DHL Returns Portal, is:

Beerwulf.com

Kennedylaan 19

5466 AA Veghel

Return conditions

All returned products, both sold by Beerwulf and our Selling Partners, must be in the condition they were sent, except for products that were damaged during the delivery process. If the products returned by you are damaged or used, we can deduct compensation for this damage from the amount we will refund to you.

It is essential for the SUB beer tap to be in unused and unopened packaging. If it appears that the SUB has been opened or used, Beerwulf has the right to charge you for depreciation. This depreciation can be up to 100 percent.

Both Beerwulf and our Selling Partners will refund the amounts involved as soon as possible and at the latest within 14 days after you have requested a return from us to the same account which made the purchase. However, we may delay a refund until we have received the products or until we have received proof of return from you.

The right of withdrawal, as described above, also applies to the subscriptions offered by us.