Frequently Asked Questions

Cancellations and Returns

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How can I return an item?

Click here to read our Cancellations and Returns Policy

My product is faulty/damaged after several uses, what can I do?

If this is the case, please contact us as soon as possible to explain the issue. We will then arrange to replace or refund the product as soon as possible (providing that the product has been used in the way in which it was intended). 

 

Pricing

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Can I obtain a discount?

Our prices are already extremely competitive. However, if you find one of our products cheaper elsewhere, we will do our utmost to match the price for you. We will consider discounts on bulk orders which will apply on a case by case basis. Please contact us for more information on 01923 210009 or email [email protected]

I can get this item cheaper online, can you match the price?

If you find one of our products cheaper elsewhere, we will always do our utmost to match the price for you - providing that the products are like for like.

Can I get a discount as I am spending a large amount?

We will always do our best to offer you the best price. If you are looking to spend a large amount, please contact us and we will be happy to provide you with a bespoke quote. 

Are your prices inclusive of VAT?

All products on our website show both prices - including and excluding VAT.

 

Payments and Invoices

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I don’t have a card to pay with, how can I pay?

We accept all major credit cards (excluding American Express) however, if you are unable to pay using a card, you can pay by cash or cheque. You can also pay direct into our bank account or you can ask about arranging a credit account. Click here for more information about credit accounts.

How do I set up a credit account?

Applying for a credit account is very straight forward. Just click here to complete our online application form.

Does my invoice come with the goods?

Yes all invoices are shipped out with the goods. If you require the invoice to be sent separately, please contact us on [email protected] or 01923 210009.

Can I get a VAT receipt?

Yes, a VAT invoice is sent to the email address that you provided us with after despatch, and details all of all VAT amounts.

 

Delivery

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What courier do you use?

We use either DX, Tuffnells or Royal Mail depending on the size and weight of your order. We use DX for all next day deliveries. 

Can I get a Saturday delivery?

Yes, please select a Saturday delivery when ordering online or advise our sales team of your requirement if you are ordering on the phone. Please click here for more information about delivery options.

Can I get a delivery on a Bank Holiday?

Bank holiday deliveries are possible in most cases. Please advise our sales team that you require a bank holiday delivery by calling 01923 210009 or email us at [email protected]. Please note that a surcharge will be applied.

Do you deliver overseas?

Yes. Please email us at [email protected] or call our sales office on 01923 210009 for a quote.

Can you deliver to a different address?

Yes, you can input your delivery address when you place your order online. If you are ordering on the telephone or by email, please let us know at the time of ordering. 

 

Products

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Can I order samples?

If you require samples please email your request to us at [email protected]. A fee may be charged to cover administration, postage and packaging costs and certain product samples may be charged for individually depending on the quantity and value of the products requested. We will advise you of any charges and request acceptance of any payments before processing your request. Samples will be delivered to you as quickly as possible.

What branded glassware is available?

Please see our branded glassware section. Our current stock of branded glassware includes: Boddingtons, Carling, Carlsberg, Cobra, Coca Cola, Coors Light, Fosters, Grolsch, Guinness, John Smiths, Kronenburg 1664, Stella Artois, Strongbow, Tetleys and Worthingtons, subject to availability.

How can I find out additional product information?

If the product information you require isn't available online, please feel free to contact us on 01923 210009 or email [email protected] We're happy to answer any questions you may have!

Can I obtain COSHH sheets?

Yes, please search for the product on our website and there is a link to download the relevant COSHH sheet.

Can I get an item that is not listed on your website?

Our specialist purchasing team will always try to source any products you require. Please email your requirement to us at [email protected] or call our sales team on 01923 210009.

A product is different to what you sent me last time, what can I do?

On rare occasions, products may be subject to minor changes by the manufacturer. If your product is unsuitable for use, please contact us.

Can I get printed/personalised items?

Yes. Please contact our Sales Team on 01923 210009 for further details. Please be aware that all personalised orders are subject to additional charges, longer lead times and minimum orders quantities. They are also non-returnable (unless they are faulty or damaged). 

What is a nucleated glass?

It is increasingly common to find pint beer glasses which contain markings on the base. These marking are formed from small pits which aid in nucleation - thus helping to preserve the head.

What is a toughened glass?

Toughened or tempered glass is a type of safety glass processed by controlled thermal or chemical treatments to increase its strength compared with normal glass. Tempering creates balanced internal stresses which cause the glass, when broken, to crumble into small granular chunks instead of splintering into jagged shards. The granular chunks are less likely to cause injury. As a consequence toughened glasses are often used in city centre pubs and bars. Alternatively, please see our polycarbonate glassware range.

Is my glass toughened?

All of our toughened glasses have “toughened” stated in the product details on our website.

Do you lease equipment?

We do not currently lease equipment.

Do you provide a laundry service?

No regrettably we do not provide a laundry service.

If I purchase equipment from you, is the warranty with Avica UK Ltd or the manufacturer?

The responsibility of a machine's warranty rests with the manufacturer and you should contact them directly. In the event of you being dissatisfied with their response, please let us know and we will endeavour to take up your case for you.

How long will I have to wait if an item is out of stock?

Normally we have all items in stock. However, with over 12,500 stocked lines available it is inevitable that some products will occasionally be out of stock. If this is the case and you have ordered online you will be contacted and advised within two working hours of having placed your order. If you have ordered by phone you will be advised at the time of ordering. In the event of an item being out of stock, we are normally able to get it within a matter of days. If for any reason an item will be out of stock for longer than a week, we will contact you to keep you up-to-date of its progress.