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Customer Services

Welcome to Shepherd Neame Customer Services

The team is responsible for taking all customer orders and dealing with any trade customer queries

 Frequently Asked Questions

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How do I place an order?

Customer Services are open 08:30 – 17:00 Mon-Fri

Please call us on 01795 597000 to place your order or contact us

Your order needs to be with us on day 1 for your day 3 delivery. You will have been notified of your standard delivery day. If this delivery does not suit please let us know. We can apply to have the day and times changed.


Your full order should be placed on day one, before 16:00, to guarantee your delivery day and time window is met.

On day two before 10:00 you may be able to ‘add’ up to 15% additional volume to your order. This may not always be guaranteed. These add-orders could be delivered on a separate vehicle. We cannot guarantee that complete orders placed on day two will be delivered within your time window.

I have a query about my delivery

If you have a query about your delivery, or items that have been delivered, please call 01795 597070 for Customer Care / Queries or contact us

Customer Services are open 07:00-17:00 Mon-Fri. For general enquiries, please call 01795 532206

Off delivery day orders

If you need a delivery outside your normal delivery schedule, our team can request an off-day from our logistics provider. If confirmed, these off-day deliveries are only available with an all day time window, 06:00-18:00. Not within your normal time window.

Correct delivery point

Kuehne and Nagel (KNDL), our logistics partner, have surveyed your delivery point to ensure that it’s a safe area for their employees to work. If you wish them to deliver to a different area this has to be formally requested via customer services. A risk assessor can then assess the new delivery point. The dray crews will not be able to deliver to a different area without this authority.

The dray crews can put any cask ales up on stillage for you. If you require this service please ask them.

Delivered in full, i.e. POD

The dray crews will provide a Proof of Delivery (POD) document with your stock. It’s your responsibility to check and sign for goods on this document. Please add the time as well. Failure to do this correctly may result in loss of credit if any anomalies are found after delivery.

Re-delivery of failed goods

Goods missing or broken on your delivery are not automatically redelivered. If you require the goods urgently please contact customer services and we will negotiate with our logistics partners to have them re-delivered within 72 hours.

I have a problem with dispense

Please call Technical Quality Services (TQS) on 01795 542098 (08:30-17:00 Mon-Fri) or 07831 377156 (09:00-17:00 weekends/bank holidays)

Empties collection

The dray crews offer a one for one policy on empties; if they deliver one tub they should remove an empty for you. If you have excess stock of empties please let us know and we will arrange a bulk uplift, this can take up to 10 working days. Please segregate the empties for collection.

Ullage reporting and collections

It is important for you to report any ullage to us as quickly as possible as delay in reporting ullage can result in a refusal of credit. We will require the following information which you can find on your keg cap and around the seam of the container. It is your responsibility to give us the correct information:

- Name of Product - Gyle Number - Racking Date
- Best before Date - Batch number - The reason for the ullage return.

When you give us this information it will either be passed to KNDL, who will collect the ullage within 10 working days, and give you a receipt for it or to our own Technical and Quality Services department, who will visit your premises to test the ullage on site. It is essential that you do not let the dray take the ullage away without the correct paperwork in place as this can result in a refusal of credit.

Once the ullage has returned to the brewery it is weighed and tested as dictated by excise regulations. An automated credit decision is reached after this procedure has taken place. Please do not hesitate to contact a member of our team should you have any questions about this procedure.

Road works & access

If you are aware of any road works or access changes which may affect your deliveries please inform us. We may then flex the delivery day, time or route to minimise the impact to you.

Contingency Numbers

Should our telephone system fail our contingency mobile numbers will be activated. Please only use these numbers if our main lines are down:

Ordering: 07703 046163, 07718 695574. Customer care: 07718 695576.

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