Customer Service
We understand that sometimes, things go wrong with orders, and we promise we will always do what we can to resolve the issue as quickly and suitably as possible.
If you do experience an issue with your order, here’s what to do:
Raising a Dispute
1. Raise the Dispute
You can raise a dispute by completing the form on this webpage, or by emailing orders@masonicbeer.com.
If you choose to send an email, make sure you include:
- The Order Number
- Your Name
- Your Telephone Number
- Details of the Product
- Information about the problem in as much detail as possible
2. We'll Investigate
We will take a look into the issue and investigate with our suppliers, couriers and anyone else necessary. We aim to compete this part of the process within 7 working days.
3. Resolution
Once we’ve completed our investigations into the issue, we’ll be in touch to let you know the resolution. As mentioned, we like to have disputes resolved within 7 working days, but we’ll always aim to have things sorted as quickly as possible.
If, for whatever reason, things will take longer than 7 working days, we’ll be sure to let you know, and why!
