FAQs

We’ve listed below some of your most frequently asked questions. If you aren’t able to find the answer to your query, please get in touch.

Data

Do you share my data?

StarStock do not share your data with any other party when you register

When would a brand/company receive my data?

Your data is only shared with the Brands you buy - when you buy from them, and this is only so they can offer you better products and services. We do not share any data with pub companies.

Accounts and Registration

How do I register for an account?

Simply go to www.starstock.co.uk/account/register and enter your details.

Once I've registered, how long will it be till I can order?

Before you can order StarStock or Morrisons items, your outlet will need to be risk assessed by our logistics partners. This can take up to 10 working days, but we’ll email you as soon as you are able to order either StarStock or Morrisons items. See the Delivery Page to find out more details.

Do I need to provide any documentation to register?

Not directly - we will ask for your company status for our due diligence records and this may mean that we ask for your company/charity number.

I am ordering for more than one outlet, do I need individual accounts for each site?

At the moment - yes. We are working on expanding the system further to include multiple group ordering and much more.

Using the Website

How do I add the product to my cart?

Simply press the “Add to Cart” button by the product you wish to add. Quantities can then be increased or decreased directly.

Where can I find my Invoices

Invoices and Credits can be found in your account area linked to the order. Go to

My Account > Order History > Select the order and then view/print invoice.

What payment options do I have?

We currently offer 2 payment options. Credit card via Stripe and Credit accounts via Trevi Pay. You can apply for a credit account with Trevi Pay from My Account > Trevi Pay.

Am I able to get credit / Pay on account?

You can apply for a credit account with Trevi Pay from My Account > Trevi Pay.

I order a core range of products week in week out, how do I make them easier to find?

Each product has a heart icon and you can use this to add to either your favorites list or any other list which you may want to have. You can have as many of these lists as you need and these can be managed in My Account > Favourites.

We recommend using the lists to correspond with your main stock locations for ease of ordering (a product can be on several lists)

How do I add products to my favourites list?

Simply press the heart icon to be given the options for adding to lists

Can I have more than one favourites list?

Of course - You can have as many of these lists as you need and these can be managed in My Account > Favourites.

We recommend using the lists to correspond with your main stock locations for ease of ordering (a product can be on several lists)

My order this week is the same as last week, can I reorder last week's order?

We are working on adding this feature to the Order History section in My Account.

I am ordering a keg product for the first time, can I get a font installed? If so, how?

When you are logged in you will see “Installation request” as an option against certain products - these are the products where a Brand Owner has committed to providing installation services. Simply press the link and follow the instructions on screen to request an install.

Will there be promotions on products? If so, how do I know which product has a promotion available?

Promotions are flagged against the product either by a marking on the product listing or in the product details page itself. All promotions can also be found in the promotions page at www.starstock.co.uk/promotions.

If my discount has not been applied am I able to get a refund / credit after paying for an order?

We try to ensure that everything is right before you check out but understand that issues can happen - if you believe that you are due a refund or credit please do not hesitate to get in touch.

My existing supplier is cheaper on some products, will you price match?

As StarStock act as a Commercial Agent for the Brand Owner and are not a wholesaler, we are unable to price match BUT we do have great relationships with our Brand Owners and so will be happy to pass on your enquiry to them to see if they can help. Please use the form here to get in touch.

How do I look at my order history?

Simply log in and go to My Account - from here you will see your Order History and Credit Notes if applicable.

Products

Is the Stock all legitimate duty paid stock?

Absolutely - all of our stock is sourced in the UK and is Duty paid. Our AWRS number is XMAW00000100731

Is StarStock AWRS Registered?

Yes - our AWRS number is XMAW00000100731

I’m tied on certain products, can I still order through StarStock?

You are able to order any products that you are not tied on through your agreement with your Pub Company

How do I find the product I am looking for?

You can:

-Follow the category navigation and this will narrow down the products displayed.

-Enter text into the search bar which looks across the whole catalogue.

-Use the filters in the product listing pages to further narrow your search.

Can I search for products from a particular brand owner?

Yes - you can either type the Brand Name into the search bar, Filter on a list of Products by the Brand Owner or, if the Brand has adopted our Brand Partnership, you will be able to use the Brand Partner pages to see a list of products, find out more about the brand and contact them directly.

Can I order from more than one brand owner on the same order?

Yes - think of it in the same way as your usual wholesale order except better because you are buying direct.

I’m working to a budget, can I search for products based on price?

You can order your product search from Low to High (or Vice Versa)

Is it all UK origin stock?

Yes it is - all of our stock is UK origin and Duty paid

I get a discount on products from a particular brewer, will I still get it if ordering through StarStock?

Our promotions and pricing are transparent on the site - if you have a negotiated deal with a brewer we advise getting in touch to see what we can do.

Is the stock fresh?

Yes - we use Fresh stock

Delivery

What will my delivery day be?

Please see the Delivery Page for more details

Do I have a choice of delivery days?

Please see the Delivery Page for more details

Is there a cut off time for ordering for my regular delivery day?

Please see the Delivery Page for more details

What happens if I miss the cut off for placing my order?

Please see the Delivery Page for more details

How will I know what time my delivery will be arriving?

Please see the Delivery Page for more details

If I order from different brand owners, will they be delivered on the same day?

For StarStock items, you can order from multiple Brand Owners and they will be delivered by us on the date you choose when you check out.

Morrisons items will be delivered separately, by Morrisons, on the date you choose when you checkout.

We let you know at checkout how many deliveries you will receive and when you will receive them.

Will my delivery be dropped into my cellar or will I have to take it in myself?

Please see the Delivery Page for more details

Am I able to place emergency deliveries?

Please see the Delivery Page for more details

What happens if my delivery is delayed?

Please see the Delivery Page for more details

What happens if my delivery is short?

Please see the Delivery Page for more details

Can’t all of my food and drinks be delivered together?

Food and Drink have different considerations when being delivered (Temperature regulations being just one) and so these have to be delivered independently.

Contact and Concerns

How do I get in touch with you?

Use the contact form here get in touch

How do I get in touch with a Brand?

IF they are in the Brand Partnership pages you can get in touch with them directly through the form on the page otherwise please get in touch and we will do our best to connect you.

What if I want to close my account?

Use the contact form here get in touch

I am unhappy - what should I do?

Use the contact form here get in touch

How do I return my empties?

Please see the Delivery Page for more details

How do I return faulty / Short dated stock?

Please see the Delivery Page for more details

How do refunds for faulty / Short dated stock work?

Please see the Delivery Page for more details

Can I order on Sale or return?

Currently we are not offering a sale or return solution.

How do I get POS support or Glassware for my outlet?

Through ordering with us for a brand we will make them aware that you are a customer of theirs which will start the process. Some brands will make contact directly after sale and offer either POS/Glassware. In addition we also have some specific promotions set up to provide exclusive POS support for you.