FAQs: Your Questions, Answered

June 1st, 2020

Updated: 1 June 2020

Here you'll find a selection of the frequent questions our team are being asked, if you can't find the answer here, please get in touch by email or on social media Monday-Friday 8.30am-5pm.

Can I just go to a Brewers store and get paint?

Most stores are operating our contact-free Call & Collect service. A few of our stores are operating a Contact-free Collection or Controlled Entry service.  Please use our store locator for the most up to date information regarding your local store’s status. Please do not just turn up at store without checking as if the store is operating Call & Collect only you will not be served.

How can I pay for my order?

Methods of payment are Brewers Credit Account, credit/debit card, Apple Pay and Google Pay. Sorry we are not accepting cash at this current time.

Can I still collect my order from a lock box?

Yes, where possible, our stores are including lock boxes as a contact-free collection option. Please contact your local store to check - store locator.

How can I open a Pay As You Go account with Brewers?

Please complete the online application form. You will be able to collect a Brewers Card with your first order. For more information on how to sign up please watch this handy video. Please use our store locator to check the status and opening times for your local store.

How can I open a Credit Account with Brewers?

Yes.  Please complete the online application form by clicking here. Please use our store locator to check the status and opening times of your local store.

How can I activate online access for my existing Brewers account?

Please complete the form by clicking here. For more information please watch this how to video. Please use our store locator to check the status and opening times of your local store.

How can I pay my outstanding invoices?

Paying your outstanding Brewers invoices is easy using our online account facilities.  Simply log in to your account online by clicking here. To request online access for your Brewers account please complete the online form by clicking here.

Alternatively, please call 01323 411080 to speak to our Accounts Receivable department.

What additional resources are there to help me and my business?

Useful third-party resources to help you and your business:

PDA website 

Government advice for businesses 

Government advice for self-employed

Will I still receive the order I placed before your stores closed?

Please email details of your order to help@brewers.co.uk.

Do we get an extension on account payments? (Brewers Credit Account customers)

There are no plans to amend our account terms but we do of course want to work with our customers through this challenging situation. There are government plans in place to help small businesses which our customers should take advantage of. Please get in touch with us at help@brewers.co.uk.

You should be donating your masks and gloves to the NHS.

Absolutely! We have sent all useful stocks of PPE equipment including masks, gloves, shoe covers etc to various NHS trusts, care homes, schools and other essential services that need extra supplies.

Are you offering a colour match service at the moment?

This will depend upon the item you wish to colour match and the store that you would like to use as we need to assess the potential risks and the individual store’s set up. Please contact your local available store to discuss your requirements directly with them.

Can I borrow wallpaper pattern books?

Sorry, this is a service that poses a potential risk for virus spread/contamination and we have therefore stopped loaning our wallpaper pattern books from store.  Please visit www.wallpaperdirect.com to browse thousands of patterns from a plethora of brands.  You can filter by pattern, colour, theme and more to drill down to a pattern that is right for you.  You can request samples if you would like to have a look at the paper prior to purchasing.  All wallpapers are available to order through our stores.  Please use our store locator for the most up to date information regarding your local store’s status.

How do I return a product?

To protect our colleagues and customers we are currently unable to process refunds.  This applies to all purchases from stores and online.  You should retain your goods and receipts until we’re able to offer this service when normal trading resumes.  If you have any further queries about returns, please get in touch at help@brewers.co.uk.

Why can’t you process refunds at the moment?

Our current collection only model offers a contact-free solution for our colleagues and customers. By accepting product back into our stores we risk virus spread/contamination as those items could have been handled by any number of people. By restricting this movement of product we are maintaining a safer environment for those involved in the transaction and any customers and colleagues who would go on to handle a returned item as part of a new sale.  You should retain your goods and receipts until we’re able to offer this service when normal trading resumes.  If you have any further queries about returns, please get in touch at help@brewers.co.uk.

What PPE will your staff be wearing at your open stores?

All our colleagues are given the choice to use any PPE they wish and will have access to a range of PPE including, but not limited to, gloves, masks, hand sanitizer and visors.

CONTACT-FREE COLLECTION

How can I place my order? 

The order will need to be placed directly with the store by phone or email as they are allocating collection time slots manually.  A few of our stores are operating a Contact-free Collection or Controlled Entry service.  Please use our store locator for the most up to date information regarding your local store’s status and opening times. 

Please do not just turn up at store without checking as if the store is operating Call & Collect only you will not be served.

Where do I collect my order from?

When we confirm your order, you will be allocated a time slot and collection point which will be within the store grounds - such as the car park.  The location of these collection points will vary from store to store but will be clearly marked.

Are deliveries available?

Deliveries are available from selected stores, please get in touch with your local store to find out if they are able to delivery in your area.

Can staff help me put my order in the van?

Staff won’t be able to assist with any collections or heavy lifting due to strict social distancing that we want to enforce.  Please be respectful of this decision and consider this when placing your order.

Are DIYers allowed to place orders too?

Our Call & Collect service primarily prioritises our key trade customer orders and those ordering for Essential Contracts. If you are a DIYer requiring goods for repair and essential maintenance please contact the store and they will advise regarding slot availability.

Can I place my order online?

Click & Collect is available for Brewers Account customers.  Please log into your Brewers Account at www.brewers.co.uk/auth/login or, if you have a Brewers Account but have not yet activated your online access, please request access online at www.brewers.co.uk/trade/requestaccount

After placing your order online, the store will call you to confirm your collection time and slot, this will not be included on the confirmation email so please make sure you have spoken to the store before arriving to collect your goods. In most cases there will be no access to the store.

Will you accept orders by email?

If you have a Brewers Account, the easiest way for you to place your order is using Click & Collect.  Alternatively, you can place your order directly with the store by email. However you place your order, please wait for confirmation that the order has been received and you have been allocated a collection time slot. Customers without a collection slot will not be able to collect goods.

What if I can’t get through to the store by phone?

Please bear in mind that the teams in store are likely to be extremely busy, if you’re calling and don’t get a response straightaway, please be patient, or email the store, they’ll come back to you as soon as they can.

WALLPAPERDIRECT.COM & DESIGNERPAINT.COM

Please visit use the following links for full FAQs on our sister sites:

Wallpaperdirect COVID-19 FAQs

Designerpaint COVID-19 FAQs

How can I return a Wallpaperdirect.com or Designerpaint.com order that I collected from a Brewers store?

Please email details of your order to the relevant customer service team who will be able to advise:

Wallpaperdirect.com orders: help@wallpaperdirect.com

Designerpaint.com orders: info@designerpaint.com  

Am I still able to place Click+Collect orders on wallpaperdirect.com and designerpaint.com?

The Click and Collect service is currently suspended, however you can order online for delivery to your chosen address.

What is the current wait time on Wallpaperdirect and Designerpaint orders?

Our warehouse team are working extremely hard to process your orders whilst keeping themselves and others around them safe. This has had an effect on our delivery lead-times which are currently 5-7 days. We aim to keep customers informed wherever possible to any order delays. We thank you for your understanding and apologise for any inconvenience this may cause.

WAYS TO GET IN TOUCH:

Email us at help@brewers.co.uk


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