Our FAQs for these FAQed-up times

COVID-19 HB&B News

Things are moving so quickly in these uncertain times that it can be hard to keep up. We wanted to bring together everything you might want to know about HB&B right now in one place. If you have further questions, please don’t hesitate to drop us a line. (Updated 25/06/20)

Our Peckham/East Dulwich shop: Our East Dulwich Road shop is now open for click & collect orders and what we call "grab & go" sales (e.g. small purchases such as a couple of cans or bottle of wine) between 4-7pm weekdays and 12-6pm Saturday and Sunday. Unfortunately we can't open our doors for normal browsing, as the shop is now our makeshift online warehouse, so it's constantly filled to the rafters with stock and orders waiting to go out. However our friendly team can provide expert advice and recommendations, and you can make an online order on the spot and we'll pick it for you ASAP. We apologise that we can't serve outside of these hours as we're busy getting your online orders ready. Sorry also that drinking in won't be available for the foreseeable future.

Our Deptford shop: We're delighted to announce that our Deptford shop will reopen on Wednesday 1 July. As with the Peckham store, we'll be offering click & collect orders (these will need to be pre-ordered as they'll be transferred from our online stock at our Peckham store) and "grab & go" sales from the door. We can't offer in-store browsing at this time, but our terrific team are here for all your recommendation requirements. We won't be offering any outside tables at this time, plus the Market Yard is a bit of a pigsty at the moment so it's probably nicer at home! :(

Online: There are myriad options for you to choose from - UK-wide shipping (free over £75), same-day London delivery, free local delivery for orders over £40 (see here for eligible postcodes) plus collection from our stores.

Local delivery: Jen, Glenn and Nathan are hand-delivering all of our local orders, with delivery runs taking place on Mondays, Wednesdays and Fridays. Wait times are 1-3 days (usually you’ll get your order on the next delivery run) and you can now select your preferred day at the checkout (see the calendar on the cart page). If you need it delivered on the same day, please use our (paid) same-day London option at the checkout.

Pick Up (Peckham shop): Local customers can now choose to collect from our East Dulwich Road shop - you'll find the Pick Up tab on the Delivery page in the check out.

After your pick up order is placed, we will be in touch to let you know when your order is ready to collect. Please note our collection hours are strictly 4-7pm Monday-Friday and 12-6pm Saturday and Sunday - alas we cannot offer collection outside of these times. We operate a no-contact collection service - when you arrive, please wait behind the yellow lines and have your order number and/or name ready for our staff. (Collection will be available from our Deptford shop once it reopens on the 1st.) 

A reminder too that we cannot hold orders for collection for longer than 7 days unless by prior arrangement.

Build a Box: This option is now called Save My Order for Future Shipping (Multiple Orders). It lets you swoop in and buy those limited-edition specials while you can, then set them aside until you're ready to get the order on the road. Once you're ready to send, please let us know by adding a note to your order or emailing us - we'll then either send you a shipping invoice, or if it's over our free shipping threshold, we'll get it on a courier. Freshness is imperative to us, so please note we can only hold orders for 10 days unless by prior arrangement.

Courier deliveries: The UK courier network is under extreme pressure at the moment, with much higher volumes than normal. This means it may take slightly longer than usual for our courier partners to update their tracking and for orders to be delivered. If you receive a notification saying your order has been delayed, nine times out of 10 this will be due to a missed overnight courier collection - it will soon be back on the road. Don’t forget there’s a pandemic happening - please be patient with our courier partners. They’re doing the best they can!

Our team: The safety of our team is paramount, so we don’t want anyone to make unnecessary journeys just to come to work. Jen, Glenn and John all live locally and don’t need to use public transport, and we’ve sorted Nathan out with private vehicle transport so that he can rejoin the online team. This core team is looking after online orders and delivery, while Lewis, Caleb and Toby get to staycation safely at home until we can re-open our physical stores and get the band back together.

Response times: Because we’ve got a reduced team, time is pretty tight and we’re taking longer than normal to respond to emails and DMs. Please only call us at the shop if you have an urgent inquiry about an existing order. Otherwise, please be patient while we find time to get through our inboxes.

Charitable giving: We're really fortunate to be so busy at a time when many people are struggling. That's why we've formalised our charity approach to ensure that we can give back as much as possible to causes that are close to our heart. We'll be contributing to a different charity each fortnight and we've also added a Donate button to the cart page on our online shop to allow you to make a donation with your purchase, if you choose to.

My instore Beer Miles don’t seem to work online: If you signed up for Beer Miles in-store, you may find that you can’t log in online. Simply drop us an email and we’ll send you a reset email which will allow you to create an online account linked to your Beer Miles. Otherwise your Beer Miles should sync as long as you use the same email address that you signed up with in-store.

Deliveroo: Our Peckham Deliveroo store is open for orders each weekday from 3-7pm and weekends 12-6pm. Deptford is coming back soon! 

COVID-19 precautions: We're continuing to do our utmost to keep you and our team safe and protected. Our online orders are prepared in our closed-to-the-public Peckham base, which is deep cleaned at the start and end of every day, with all surfaces and points of contact sanitised after use. Our team is fully briefed on best practice hygiene and we operate social distancing at all times in-store (apart from Jen and Glenn, they’re allowed to get a bit closer to each other if they fancy). We use fresh sterilised latex gloves and antibac wipes to pack and deliver your orders, with no-contact deliveries as standard. We've also consulted with our delivery partners to ensure they are taking the greatest care when delivering your goods to protect both you and themselves.

Finally... New products continue to roll in (you can check out what’s landed and what’s coming soon at the web shop) and we’re really happy that we can continue to support our wonderful suppliers in these uncertain times. We’re also ridiculously appreciative of your support and thank you from the bottom of our hearts.

Thanks so much again - stay strong and stay safe x


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