Our passion goes all the way to your door!
Where is my order?
Where is my order?
First of all: our deepest apologies if your beers have not arrived yet. We assure you they are on their way as we speak and you can find more details on that below.
We are also very sorry we have not kept you informed about the status of your order. This is not the level of service you can expect from us and we are working hard to earn back your trust. This message is only a first step to make things right.
Black Friday has been a huge success, resulting in a large amount of orders, not only for us to handle internally, but also for our courier services which had to handle more packages than anticipated. This resulted in an order “overload”, at Saveur-Bière / HOPT, but also at our courier services. We know this is not an excuse and we are already looking into ways to ensure we can deal with peak moments better.
How does that affect my order?
1. My order is pending, but I didn’t receive a tracking link
If you did not receive a tracking link and your order is still pending, this means that your order is about to be processed. We will do everything in our power to ship your order within the next 48 hours.
If you no longer want to receive your order (which we are sorry about but fully understand), you can write an e-mail to our customer service centre and state the following in the subject: “Cancel + your Order number”. You can share any additional information on why you want to cancel as this helps us resolve issues quicker. We will then cancel your order if the order is still pending and we will refund you within 10 working days.
2. My order has been shipped, but has been pending in the tracking courier’s tracking system for the past 7 days
We are sorry to hear that your beers are not being delivered within our normal time frame during peak season (4-7 working days delivery time). Your order is on its way though and the couriers we work with are in the process of getting it delivered. They too are suffering delays, but rest assured your package should be on its way soon. However, please contact our customer service with the following subject “Delay + your order number” if the delivery was arrived later than usual or if you want to cancel your order.
3. My order has been shipped, but is pending/ongoing in the tracking courier’s tracking for over a week
We are sorry to hear that your beers are not being delivered within our normal time frame. Something must have gone wrong at the courier. We have sent the parcel to the courier’s distribution centre, but it might be stuck or not delivered for several reasons. Please contact our customer support team with the following subject: “Tracking + your Order number”. Please indicate in your message whether you’d like us to re-order at no cost (obviously!) or to get fully refunded. If you want to be refunded, we will refund you within 10 working days.
4. My order has been returned to sender
Your beers are definitely going the wrong way then!
Please contact the customer support with the following subject: “Returned + your Order number”. Please indicate in your message whether you’d like us to re-order at no cost (obviously!) or to get fully refunded. If you want to be refunded, we will refund you within 10 working days.
5. My order has been delivered too late
We are sorry to hear that your beers are not being delivered within our normal time frame. Due to Black Friday, some orders were unfortunately delayed and we are working hard to avoid this in the future.
If you no longer want our beers, you can return your order free of charge. Please contact our customer support team with the following subject: “Late + your Order number”. We will contact you a.s.a.p. with a return link to return the parcel and we will refund you within 10 days.
6. I have received only part of my order
We are very sorry part of your delivery is missing – this is not what we stand for and we want to check what went wrong and how we can make it right. Please contact our customer support team with the following subject: “Partial + your Order number”. We will then look into your situation and find out whether we can reship your parcel or give you a refund for the missing items.
What else can I do?
1. I want to wait until my order arrives
You can check the status of your order in “My account” when you are logged in. You do not have a Saveur-Biere or HOPT account? No problem, you can check the status of your order in the emails we have sent you.
If you haven’t received your order within 14 days from the ordering date, please contact our customer support and state the following in your email subject “Tracking + your Order number”. We will then come back to you within the week!
2. I want to cancel my order.
We are very sorry to hear that you no longer want to receive our beers, but given the circumstance, we fully understand. If you no longer want to receive your order, you can write an e-mail to our customer service centre and state the following in the subject: “Cancel + your Order number”. You can share any additional information on why you want to cancel as this helps us resolve issues quicker. We will then cancel your order if the order is still pending and we will refund you within 10 working days.
3. I want to speak to someone
We are so sorry we have not communicated properly and are trying to make things right. Our customer service team is happy to find a solution for you and you can reach them on the following e-mail address. Please always state your order number in the subject. Sending them an email makes it easier for them to locate your order and to find the best solution for you.
Again, we are very sorry for the inconvenience caused, but we are working as hard and as fast as we can to get the orders out, resend when necessary and handle all customer queries in a timely and appropriate way, so that everyone can enjoy their beers over the holidays.
We will put things right, we promise!
Again, our apologies. Cheers!
Sturdy, anti-breakage boxes sent within 7 working days
From 7 a.m, our logistics team start preparing your precious orders in our specially designed anti-breakage boxes.
Our beers are separately placed in reinforced boxes to avoid any breakage. Our boxes can contain up to 24 bottles, placed vertically for more safety.
All our boxes are optimised so they can contain up to 3 kegs. We also use an eco-friendly milling system to recycle cardboard boxes and protect our kegs.
Our glassware is doubly protected! Inside the box, they are wrapped with reinforced bubble wrap!
Delivery in Sweden within 72-96 hours.
Express delivery to your home or office with interactive delivery through emailing and SMS, so as to prepare the shipment the same day.
Delivery within 72-96 hours* starting from € 9.90.
*No deliveries take place on Saturday.
We apply the following delivery rates:
0 - 22kg = € 9.90
22 - 45kg = € 19.90
46 - 68kg = € 29.90
69-91kg = € 39.90
92 - 114kg = € 49.90