1. Contact
You can get in touch via our Contact Us page, email us at customer.service@suburbanbottlestore.com or on social media via our Instagram and Facebook @Suburban.BottleStore. Alternatively, you may contact us via our Twitter handle @SuburbanBottles
Suburban BottleStore Ltd, Eden House, Enterprise Way, Edenbridge, Kent, TN8 6HF
2. Orders
As soon as you place an order you’ll receive an email to confirm that your order has been received and is being processed. This email will contain your order summary and order number. If you do not receive this email or if something does not look right with your order summary, please get in contact via email customer.service@suburbanbottlestore.com.
3. Delivery
Our delivery is £7.50. For orders over £50, delivery is £4.99 and for orders over £100 delivery is free.
You will receive an email from us and DPD to let you know when your order has been dispatched. Delivery should take 1-2 days after receiving the email, but this may take longer depending on delivery location, weather conditions and any other external factors they may affect the logistics of both DPD and Suburban BottleStore.
You can track your delivery via the link our courier (DPD) sends you once your order has been dispatched.
Most deliveries are made Monday to Friday. Unfortunately, no deliveries are made on Sundays or Bank Holidays.
If nobody is at home when DPD deliver, they will attempt to deliver to a neighbour. DPD will not leave a parcel without a signature. The calling card will ask you to contact them to re-arrange delivery, or to arrange collection of your order – whichever is the most convenient. DPD will attempt delivery twice. If DPD are unable to deliver after two attempts, or get no response to the calling cards, your order will be held for one week at the nearest DPD depot, after which it will be returned to us, and we will have to charge for delivery again if you need us to re-send your order.
Our delivery boxes are designed to withstand most things, but unfortunately some bottles can break in transit. Our courier informs us of any breakages so that we can resend all breakages immediately. It is, however, still very important that you let us know of any breakages once received so we can arrange replacement product for you as quickly as possible. Please always check both the number of parcels, and the condition of any products you sign for – as we cannot be held liable for any breakages once you have accepted and signed for them.
If your order has arrived with any incorrect items, please contact us as soon as possible via email (customer.service@suburbanbottlestore.com) and we will do our best to ensure you are fully satisfied with your order.
If your order hasn’t arrived within the estimated timeframe, please contact us via our Contact Us page or via email at customer.services@suburbanbottlestore.com and we will resolve the issue as soon as possible.
Unfortunately, we do not currently deliver outside of the U.K.
4. Returns
If you change your mind about some or all of your order, you may also cancel your order up to and including 14 calendar days after the day on which you receive your order and we will arrange to collect (free of charge) the unwanted products and reimburse the appropriate sum paid including delivery costs, provided the goods are unopened, intact and returned to us in good condition.
Please let us know if you wish to cancel an order via our Contact Us page or via email to customer.service@suburbanbottlestore.com and we will be happy to help.
5. Cancellations
If your order hasn’t left our warehouse yet we may be able to change delivery address details, remove items from your order or cancel it completely.
If you wish to change or cancel your order please reach out to us via the Contact Us page or email (customer.service@suburbanbottlestore.com) and we will be happy to help.
6. Billing
Please reach out to a member of our customer services team via the Contact Us page or email customer.service@suburbanbottlestore.com and we will come back to you with an invoice.
Payments are made through Stripe. We accept ApplePay, Visa, Mastercard and AMEX.
7. Subscriptions
The subscription orders will be delivered after we have received confirmation of payment. Once this has been confirmed, your order may take up to 3 working days to arrive. Orders the following month will be processed on the same day each month, again arriving within 3 working days and so on, unless otherwise cancelled.
For the time being, we are not offering subscriptions as a gift.
8. Social Media
You can find us on social media via Instagram and Facebook at: @Suburban.BottleStore
We also have a Twitter account under: @SuburbanBottles