Help

Ordering

How do I place an order?

A simple step-by-step guide to placing an order:

  1. You can browse the resources area without registering or logging in.
  2. If you decide to order or download products you will need to register for a new account or login to an existing account.
  3. Once registered/logged in you can browse for items using the categorised navigation bar at the top of the page. To view all details about an item, click on the item’s image or name.
  4. To order an item, click ‘Add to basket’.
  5. In the basket page you can update the quantity you require and see the total cost. You can remove a product by ticking the tick box and then the ‘Update’ button.  To carry on shopping, click ‘Continue shopping’ or to check out click ‘Checkout’.
  6. You will be asked to enter your check out address, which can be different to the address the account is registered to.
  7. You can add any additional delivery information, for example, instructions for the postman.
  8. You will be asked to choose your payment method.  You can pay by credit/debit card system or PayPal. If you are registered under the organisation type ‘NHS’ or ‘Local Authority’ you are able to pay via invoice.*
  9. You will be asked to confirm the final order details then you will be forwarded to WorldPay or PayPal if appropriate.

*Please note: If you are registered under the organisation type ‘NHS’ or ‘Local Authority’ and have opted to pay via invoice please note that goods will only be dispatched once payment has been recieved. 

Previously, I have received free credit to order resources. Is this still available?

As Drinkaware is a registered charity, we do not seek to make profit from selling our resources. However, as there is a cost involved with producing and distributing the products, we charge a small fee per item to cover, in part, some of our costs. 

I can’t find the resource I am looking for.

We try to provide a range of resources to meet the needs of those looking for alcohol education.  We are always willing to hear ideas for new resources which would benefit you, if you have an idea please contact the team using the Contact Us form.

How can I see what I’ve ordered in the past?

To see what orders you have placed in the past please log in to your account and go to the My Account section. From there you can view your order history.

Can I cancel an order once I have placed it?

You can find out about Drinkaware’s cancellation policy in the Returns Policy.

Is there a maximum order level?

You can order up to 1000 each of all our hard copy products via the online ordering system.  If you have a requirement for more than this then please get in contact with us via the Contact Us form.

How do I contact Drinkaware if I have a problem ordering resources?

You can contact Drinkaware using the onlineshop@drinkaware.co.uk.

The resources I ordered have not yet arrived, how can I trace them?

If you are registered under the organisation type ‘NHS’ or ‘Local Authority’ and have opted to pay via invoice please note that goods will only be dispatched once payment has been recieved. 

To track the progress of your order, please log in to your account and access the My Account section.  From there you can view your order history, which will indicate the order status.

Processing: If your order involved WorldPay card payment, this status indicates your payment is being processed.

Pending: Once your payment has been accepted, your order joins a queue to be sent to the fulfilment house.

Completed: Your order has been passed to the fulfilment house where it will be packaged and posted.


Registration

Why do I need to register to order resources?

By registering your details, the system will save your orders and your address details to make it quicker to check out the next time you log in. You’ll also be able to sign up to receive information about new products and hear about our latest campaigns.

I’ve forgotten my password, how do I find it out?

If you have forgotten your password, you can send yourself a password reminder from the login page.  This will generate a new password and send it to your registered email address.

Can’t I just open more than one account to get more credit?

Our system has a verification process which prevents people from opening more than one account with the same details. 

If I register to receive news and updates from Drinkaware what will you send me?

We’d like to be able to keep you up to date with what we’re up to.  So, if you register to receive news and updates from Drinkaware then we will add you to our database and will keep you informed of our latest campaigns, activity and let you know about any new resources we think you might be interested in based on your past orders.  You can unsubscribe from the news at any time by logging into your online resources account and going to the My Account section. 

How do I update my account details e.g. name, address, email address?

To update your account details, please log in to your account and go to the My Account section.  From there you can update your personal details, add addresses to your address book and change your password.

Why do you need my phone number?

If your parcel is being delivered by courier, should they be unable to deliver we may try and phone you to arrange re-delivery. 


Payment

Why do I have to pay for the resources?

As Drinkaware is a registered charity, we do not seek to make profit from selling our resources. However, as there is a cost involved with producing and distributing the products, we charge a small fee per item to cover, in part, some of our costs. 

Do you offer discounts for bulk orders?

Unfortunately, as Drinkaware is a registered charity, we do not seek to make a profit from selling our resources, so we cannot offer discounts on bulk orders as our prices are kept as low as possible for everyone. 

Is WorldPay a secure payment method?

The WorldPay payment system uses techniques to ensure the security and integrity of sensitive information.  You can find out more information about the security of WorldPay here.

Can I be invoiced for my order?

Only NHS and Local Authorities can be invoiced for orders.


Delivery

When will my resources be delivered?

Most orders are processed on the day they are placed, but please allow up to a week (5 working days) for your order to arrive with you.

If a parcel is under 2kgs it will be sent via Royal Mail Second Class Post, so should arrive with you in approximately 3-5 working days.

If a parcel is over 2kgs it will be sent via courier.  In this case, items should arrive within 2-3 working days.  The parcel will require someone to be at the delivery address to collect it – should no-one be available, the courier will put a card through the door and you would need to arrange re-delivery with the courier. 

Items weigh:
Unit and calorie calculator: 6g
Drink diary:   24g
Unit measure cup:  50g

How much does delivery cost?

Every order, no matter what the size, will be charged a flat rate postage and packaging fee of £1.50. 

If you are ordering unit measure cups, due to their bulky size and weight, you will be charged delivery by weight as below:
0-10 cups                     £0.00
11-50 cups                   £3.00
51-100 cups                 £5.00
101-250 cups               £10.00
251-500 cups               £15.00
501-750 cups               £20.00
751-1000 cups             £30.00
1001-1250 cups           £40.00
1251-1500 cups           £50.00
1501-1750 cups           £60.00
1751-2000 cups           £70.00
2001-2250 cups           £80.00
2251-2500 cups           £90.00
2500+ cups                   £100.00  

Can I order resources to be delivered outside the UK?

Unfortunately, as Drinkaware is a UK based charity we are only able to dispatch to UK addresses.  The content in our leaflets is UK specific and may not be relevant to other countries e.g. unit sizes vary from country to country.


Products

Is there a limit to how many times I can download resources?

There is no limit to the number of times you can download our online resources such as factsheets or workshop plans.  No matter how many times you download, it will always be free of charge, although you will need to log in to download the file.  Our downloadable products are PDF files, so you will need Adobe PDF reader to open these.

Are Drinkaware's factsheets available in printed form?

Drinkaware currently only offers factsheets in downloadable format. 

How can I find out when a resource will be back in stock?

We update our site regularly to ensure that you only ever see resources that are in stock.  Please check back to the site regularly if a resource you require is currently out of stock. 

I would like to add my own logo to the resources, is this allowed?

Unfortunately we do not allow people to add their own logos to our resources. 

I have a product I think Drinkaware should stock- how do I let you know?

If you have an idea you would like to share with Drinkaware you can let us know by using the Contact Us form.

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