Question 1

How do I access my account?

Accepted Answer

On desktop, click the person icon in the top navigation or find 'Your Account' in the footer. On mobile, tap 'Your Account' in the footer.No password needed — just enter your email address and we'll send you a one-time passcode.

Question 2

How can I cancel my subscription?

Accepted Answer

Go to Your Account and click 'Subscriptions'. Find the box you want to cancel, click 'Manage this subscription', then scroll down and click 'Cancel subscription'.A couple of things to know:You can't cancel after payment has been taken — your order goes straight to the brewery at that pointYou won't be able to cancel until after your first box arrives, but there's always plenty of time before your first renewal to make that callSave hello@brewser.beer to your contacts so your renewal reminder lands in your inbox, not your spam

Question 3

How can I skip an order?

Accepted Answer

Hit 'Skip' next to your upcoming order on the main page of Your Account, or go to Subscriptions, click 'Manage this subscription' and hit 'Skip'.You can't skip once your order has already been processed, and you'll need to have received your first box before you can skip.

Question 4

How do I reschedule an order?

Accepted Answer

Hit 'Reschedule' next to your upcoming order on the main page of Your Account, or go to Subscriptions, click 'Manage this subscription' and hit 'Reschedule'. You can delay by 1 week, 2 weeks, or choose a specific date.Worth knowing: schedule changes apply to all future orders, not just the next one.

Question 5

How do I swap by box?

Accepted Answer

Click 'Swap' next to your upcoming order on the main page of Your Account, or go to Subscriptions, click 'Manage this subscription', and click 'Swap this for a different product'.

Question 6

How do I remove a box from my plan?

Accepted Answer

Go to Your Account and click 'Subscriptions'. Find the box you want to remove, click 'Manage this subscription', then scroll down and click 'Cancel subscription'.Each box runs as its own subscription, so removing one won't affect the others.

Question 7

How do I add another box?

Accepted Answer

On the main page of Your Account, click '+ Add product'. Choose your box, select a frequency — one time, fortnightly, monthly, or every two months — and click 'Add to order'.

Question 8

How do I change my delivery frequency?

Accepted Answer

Go to Your Account and click 'Subscriptions', then 'Manage this subscription'. Change the frequency to every 2 weeks, every month, or every 2 months and hit 'Save changes'.Worth knowing: changes will affect every future order, not just the next one.

Question 9

When will I be billed?

Accepted Answer

Your subscription renews at whatever frequency you've chosen — fortnightly, monthly, or every two months. If you skip an order, you won't be charged for it.The amount depends on how many boxes you have in your plan.

Question 10

What's the cut-off to change or cancel my order?

Accepted Answer

If you need to cancel or change your box, get in touch with us as soon as possible and we'll do our best to help. Once placed your order will have been sent to the brewery.Your first order is locked immediately on placement.

Question 11

Can I reactivate my subscription?

Accepted Answer

Yes. Go to Your Account and click 'Subscriptions', then select the 'Inactive' tab. Find the subscription you want to restart and click 'Reactivate'.

Question 12

How do I refer a friend?

Accepted Answer

Your referral link is on the main page of Your Account — just copy it and share. You'll both receive credit once they subscribe.

Question 13

How can I update my payment method?

Accepted Answer

Go to Your Account and click 'Account', then 'Manage payment methods'. You can add or update your card details there.

Question 14

When will my order arrive?

Accepted Answer

Orders placed any day of the week ship the following Wednesday. From there, expect your beer in 2-3 working days.Deliveries to the Scottish Highlands and Northern Ireland may take a little longer. There may also be delays around UK bank holidays.

Question 15

How do I track my order?

Accepted Answer

Track your order at https://www.evri.com/track-a-parcel — you'll receive your tracking number by email once your box has been dispatched.

Question 16

My order hasn't arrived

Accepted Answer

First, check your tracking at https://www.evri.com/track-a-parcel using the number in your dispatch email.If your tracking shows no movement for more than a few days past your expected delivery date, get in touch via the chat widget or at hello@brewser.beer with your order number and we'll track it down.

Question 17

What if I'm not home for delivery?

Accepted Answer

Evri will attempt delivery up to three times. You can also use the Track & Divert option in your shipping notification to redirect your box to an alternative address, a local parcel shop, or a safe place.If three delivery attempts fail and the parcel is returned to us, a £17 charge applies to cover courier costs.

Question 18

Can I change my delivery address?

Accepted Answer

Yes — go to Your Account and click 'Account', then 'Manage addresses'. You can update your delivery address there.If your next order has already been processed, contact us at hello@brewser.beer and we'll do our best to help.

Question 19

Do you deliver to my area?

Accepted Answer

We deliver to most mainland UK addresses. We also deliver to Northern Ireland and the Isle of Man, though there's an additional £4 delivery fee per box for these locations.We don't currently deliver to the Channel Islands, the Islands of Scotland, or the Republic of Ireland.

Question 20

What does "fulfilled" mean? / My order says fulfilled but hasn't arrived

Accepted Answer

"Fulfilled" means we've packed and handed your order to Evri — not that it's been delivered. Once Evri scan it into their network you'll get a tracking notification. If it's been more than 3 working days since your dispatch Wednesday with no update, check https://evri.com/track-a-parcel

Question 21

How much does it cost?

Accepted Answer

Most boxes are £38 per month, including delivery and VAT. Discovery Lights and Discovery Mixed are £29 per month.If you're in the Scottish Highlands, Northern Ireland, or Isle of Man, there's an additional £4 delivery fee per box.You can run multiple boxes at once and skip any month you don't want one.

Question 22

How many beers will I get in my box?

Accepted Answer

It depends on the box:Discovery boxes have at least 8 cansSurprise boxes have at least 10 cansResident breweries send at least 9 cansGuest brewery boxes vary — check the product page for detailsIn most cases we list the exact beers included in the product information, though this can change due to availability. You can also see example photos from previous months on each product page.

Question 23

Can I avoid certain beer styles?

Accepted Answer

For Guest and Discovery boxes, the full beer list and styles are shown in the product profile — so you can pick a box that suits your taste.Resident brewery boxes don't always list exact beers in advance since their lineup changes monthly. They typically pack a range of styles to showcase what the brewery does best, which may include sours and stouts.

Question 24

Do you have an alcohol-free option?

Accepted Answer

Yes. Find our alcohol-free subscription here: https://brewser.beer/collections/alcohol-free

Question 25

Are any of the beers vegan?

Accepted Answer

Not all of them. Some brewing processes use animal-derived fining agents. Check the individual brewery's product information before subscribing — most breweries list this on their own website.

Question 26

Are any of the beers gluten free?

Accepted Answer

Most craft beers are brewed with malted barley, so the majority of beers on Brewser contain gluten. If you have a gluten intolerance or coeliac disease, check the individual brewery's product information before subscribing — most breweries list this on their own website.

Question 27

What's the difference between Resident, Guest, Discovery and Surprise boxes?

Accepted Answer

Resident breweries are with us all year round — their boxes change every month but the brewery stays the same. Guest breweries join us for one month only, rotating each month.Discovery and Surprise boxes are curated by us — we pick the brewery for you. Discovery is a lighter mixed box at £29. Surprise is a full box at £38 from a brewery we've chosen.What's in each box:Resident boxes: at least 9 cans. They don't always list exact beers in advance since the lineup changes monthly.Guest boxes: at least 8 cans (varies by brewery). The full beer list and styles are shown on the product page so you can check before subscribing.Discovery boxes: at least 8 cans. Beer list shown on the product page. Pick from a lights only or a mixed box.Surprise boxes: at least 10 cans. We pick everything — brewery and beers.In most cases we list the exact beers included, though this can change due to availability. Example photos from previous months are on each product page.

Question 28

When does the monthly line-up change?

Accepted Answer

The new line-up drops on the Monday after orders lock each month. Orders lock at midnight on the Sunday before — so by the time you see the new line-up, your current month's order is already confirmed and the new breweries are available for next month.The exact date varies each month. To find out as soon as the new line-up drops, follow our WhatsApp channel

Question 29

How do I find out when the new line-up is announced?

Accepted Answer

Follow our WhatsApp channel — that's where the new line-up drops first. After that it goes to the Planet Brewser Facebook group. Then the newsletter. and Instagram.

Question 30

What happens if I swap to a different brewery for one month?

Accepted Answer

If you're on a Discovery or Surprise box and swap to a specific brewery, your subscription will default back to Surprise (£38) the following month — not back to your original box. If you want to stay on Discovery (£29), you'll need to swap back to it after your one-month change.

Question 31

If I swap before the new line-up is announced, will my order date change?

Accepted Answer

Yes. If you swap to a guest brewery (around for one month only) before the line-up drops, your order date will reschedule to the cut-off date rather than your usual renewal date. To avoid this, wait until the new line-up is announced before swapping. Follow our WhatsApp channel to find out first.

Question 32

Can I buy a one-off box?

Accepted Answer

Yes.If you're already subscribed you can go to your account, and choose to add a box on - just be sure to select the one-time purchase option.If you don't wish to subscribe just select one-time purchase on the product page before adding the product to cart.

Question 33

What is Brewser Loyalty?

Accepted Answer

Brewser Loyalty is our free rewards programme. Earn points for staying subscribed, leaving reviews, joining our community channels and referring friends ‚Äî then turn them into money off future boxes. You're enrolled automatically; just log in to your account to see your balance and rewards.

Question 34

How do I earn points?

Accepted Answer

There are three ways to earn. One-off actions when you get involved: subscribe to our emails (100 pts), follow us on Instagram (50), follow our Facebook page (30), join the Planet Brewser Facebook group (75), follow our WhatsApp channel (75), leave a Judge.me review (50). Ongoing: you earn points for every ¬£29 you spend, and the rate rises as you move up tiers. Milestones: bonus points for staying subscribed at 3 months (200 pts), 6 months (300 pts) and 12 months (500 pts).

Question 35

How do I redeem my points?

Accepted Answer

Once you have at least 500 points, open your loyalty hub, choose a voucher and generate your code. You can apply it in the subscription section of your account, or at checkout on a one-off purchase or new subscription. Your voucher is valid for three months from the day you create it, applies to a single order, and any unused value doesn't carry over.

Question 36

What can I redeem points for?

Accepted Answer

Points turn into money off your boxes: 500 points = ¬£5, 800 = ¬£8, 1,000 = ¬£10, and 2,000 = ¬£20. Save up for a bigger voucher or cash in sooner ‚ Its up to you.

Question 37

Where can I see my points balance?

Accepted Answer

Log in to your Brewser account and open your loyalty hub. Your points balance, current tier and available rewards are all in one place.

Question 38

What are the VIP tiers and how do I move up?

Accepted Answer

There are three tiers based on the total points you've earned over time: Bronze ( -499 pts), Silver (500+ pts) and Gold (1,250+ pts). The higher your tier, the more you earn ‚10 points for every ¬£29 spent at Bronze, 25 at Silver and 50 at Gold. Completing all our community actions is enough to reach Silver straight away.

Question 39

How does referring a friend work?

Accepted Answer

Share your personal referral link from your loyalty hub. Your friend gets ¬£8 off their first box, and once they subscribe you earn 800 points ‚worth an ¬£8 voucher. A simple thank-you for spreading the word.

Question 40

I've been subscribed a while ‚did I get a launch bonus?

Accepted Answer

Yes. When the programme launched we gave existing subscribers a one-off bonus based on how long you'd been with us ‚from 75 points (1 - 2 boxes) up to 500 points (12+ boxes). If you'd received 12 or more boxes, we also moved you straight into Silver tier. Your bonus is already showing in your loyalty hub.

Question 41

Will I lose my streak if I skip or cancel?

Accepted Answer

Skipping a box is fine ‚ it won't break your subscription streak, so you keep your progress towards the 3, 6 and 12-month milestone rewards. Cancelling your subscription does break the streak, so it would start again from scratch if you resubscribe.

Question 42

Do my points expire?

Accepted Answer

Points expire after 12 months of inactivity. As long as you're earning or redeeming from time to time, your balance stays active ‚so there's no rush, just keep enjoying your boxes.

Question 43

How long do I have to use a voucher?

Accepted Answer

Once you've redeemed your points for a voucher, you've got three months to use it before it expires. Your points themselves last 12 months, so you're only on the clock once you've generated the voucher code.

Question 44

Do I earn points on every box?

Accepted Answer

Yes. You earn points on every order, based on what you spend ‚ 10 points for every ¬£29 at Bronze, 25 at Silver and 50 at Gold.

Question 45

How many points do I need to reach Silver or Gold?

Accepted Answer

Silver unlocks at 500 lifetime points and Gold at 1,250. Completing all the community actions gets you to Silver from day one; Gold usually takes those plus your 3-month and 6-month subscription milestones.

Question 46

Can I exchange points for cash?

Accepted Answer

Points can't be swapped for cash, but they convert into vouchers that take money off a future box.

Question 47

What's the smallest reward I can redeem?

Accepted Answer

500 points, which gets you a ¬£5 voucher.

Question 48

How many points do reviews earn?

Accepted Answer

A Judge.me product review earns 50 points

Question 49

Can I use a loyalty voucher with another discount code?

Accepted Answer

Loyalty vouchers can't be combined with another discount code (such as a newsletter offer) on the same order ‚they're separate codes, so you'd use one or the other.

Question 50

Which community actions earn points, and how many?

Accepted Answer

The full list of one-off rewards: mailing list 100, Instagram follow 50, Facebook page follow 30, Planet Brewser group 75, WhatsApp channel 75, Judge.me review 50, referring a friend 800. You can also earn 10 points a week for mentioning us in an Instagram Story or commenting on our Instagram.

Question 51

My beers arrived damaged

Accepted Answer

Sorry to hear that. Please take photographs of the box and all the contents and get in touch via the chat widget on the help page or at hello@brewser.beer.Once we've reviewed your photos we'll come back to you with next steps. We aim to offer a replacement where possible — where a refund is needed, we'll add credit to your Brewser account.

Question 52

My beers aren't as described

Accepted Answer

Please take some photographs and get in touch via the chat widget on the help page or at hello@brewser.beer as soon as possible.Once we've reviewed your photos we'll come back to you to discuss your case.

Question 53

I've been charged twice

Accepted Answer

Get in touch via the chat widget on the help page or at hello@brewser.beer and the team will look into it and come back to you.

Question 54

Do you offer gift subscriptions?

Accepted Answer

Yes. Brewser Gift Cards are available here: https://brewser.beer/products/brewser-gift-cardGift cards start at £29 and can be used towards any Brewser subscription.

Question 55

How do I speak to the team?

Accepted Answer

Ask to speak to a human in the chat widget on the help page and the team will pick it up. You can also email hello@brewser.beer.The team is available Monday to Friday, 8am to 4pm. A response will come by email, so no need to wait around. We may be out of office on UK bank holidays.

Question 56

What is your returns and exchanges policy?

Accepted Answer

Because our boxes contain perishable goods, we don't accept returns or offer exchanges unless your order arrives damaged or faulty.If your beer arrives damaged, please take photographs of the box and all the contents and contact us via the chat widget or at hello@brewser.beer. Once we've reviewed your photos we'll be in touch to discuss next steps.

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