Frequently Asked Questions
💳 Orders and payment
What payment methods do you accept?
Card and bank transfer.
Can I order by phone, WhatsApp or email?
By email and WhatsApp. Send us your order and we'll handle it.
What should I do if my payment is declined?
Check the details entered and your balance with your bank. If it persists, contact us.
Is it safe to buy from your store?
Yes. Our website uses SSL encryption and secure payment gateways. We never store your card details.
Can I receive a VAT invoice?
Yes. Once you complete your purchase, you'll automatically receive a receipt by email. If you need an invoice with your tax details, just request it by replying to the order confirmation email or by writing to info@mascraft.eu or WhatsApp.
🚛 Shipping
How much does shipping cost?
Free from €65 for Spain and Portugal. Smaller orders have a fixed cost of €6.49. International shipping varies by country and will be calculated at checkout.
Can I send an order as a gift to someone else?
Yes, you can place an order as a gift. Just enter a shipping address different from yours and, if you like, leave a message in the order notes. We'll make sure it arrives without prices or a receipt.
If I order today, will it arrive tomorrow?
We work with 24/48h express carriers for shipments to mainland Spain. This means that, under normal conditions, orders confirmed before the carrier cut-off time are delivered on the next business day. However, delivery times depend directly on the carrier, so we can't 100% guarantee 24h delivery. Logistics incidents, high delivery volume, local or national holidays (at origin or destination), and some rural areas can cause occasional delays.
What is the cut-off time to receive my order the next day?
Orders placed in the morning, Monday to Friday, are prepared and shipped the same business day (except holidays). Orders placed later are shipped the next business day.
What happens if I'm not home at the time of delivery?
If you're not home, the carrier will leave a notice and try again. If hours go by and you haven't heard anything, write to us and we'll manage it for you.
Can I schedule delivery for a specific date?
Yes, you can tell us in the order notes if you'd like to receive it from a specific date. We'll do our best to accommodate it. If you need delivery on a key date, such as a birthday, write to us before buying and we'll confirm availability.
What shipping methods are available?
24/48h Express shipping.
Can I change the address after buying?
Yes, if the order hasn't been shipped yet. Contact us as soon as possible.
How can I find out where my order is?
Once your order has shipped, you'll receive an email with the tracking number and a direct link to track the shipment in real time. From there, you'll be able to see where your order is. If you can't find the email or the link doesn't work, write to us with your order number and we'll help you locate it.
Do you ship to the Balearic Islands?
Yes, we proudly ship to the Balearic Islands. The usual delivery time is 1 to 4 business days, and shipping costs are: a) Express (1-4 business days), €6.49 for orders over €65 and €10.99 for orders under €65; b) Refrigerated 24h, €25.99 for orders over €65.
Do you ship to the Canary Islands, Ceuta and Melilla?
Not currently, but we're working on it. Write to us and we'll let you know when it's sorted.
📦❗ Returns and issues
What should I do if I receive a damaged product?
Write to us within 48h of delivery, including clear photos of the outer packaging, the inside and the damaged product, at info@mascraft.eu or via WhatsApp. We'll send you a quick solution: replacement, voucher or refund.
What should I do if I receive the wrong product or something is missing?
If we've made a mistake while preparing your order, we're sorry. Write to us with a photo of the product received and your order number. We'll sort it out as soon as possible without you having to do anything else.
Can I return an order if I simply don't feel like keeping it?
No. For food safety reasons and under current legislation, we can't accept returns if the product is not defective.
How long do I have to make a return?
In justified cases (damaged product, shipping error, etc.), you can request a return within 14 calendar days.
💬 Other questions
Do you offer discounts for large purchases and wholesale orders?
Contact us and we'll review the details.
What products can I find in the Discounts/Offers section?
Beers discounted due to stock rotation or a nearby best-before date.
What are your customer service hours?
Monday to Friday, 10:00 to 18:00, and Sat-Sun 9:00 to 14:00. By email and WhatsApp.
Do you have a physical store?
No. We're a 100% online store.
Why does the beer style sometimes differ between the product page and the thumbnail?
Thumbnails may use broad categories, while each beer's product page shows the exact style defined by the producer.
❄️⏳ Freshness and best-before dates
Do you store the beers cold?
Yes. All our stock, without exception, is kept cold in a refrigerated chamber controlled between 5°C and 7°C, with continuous temperature logging and minimal fluctuation.
How do you manage best-before dates?
The best-before date is usually indicated by the producer on each can or bottle.
What rule do you follow if the beer doesn't show a date?
Some American breweries don't print the packaging date on their cans, so we work with this rough guide: IPA, Pale Ale and Sour: 12 months from packaging. Stouts and dark beers: 24 months. Imperial and strong beers: up to 36 months. Barrel Aged beers: 60 months.
How long do beers last before expiring?
We recommend drinking them within the best-before period to enjoy their freshness and flavor at their best. It's not an expiry date (beer doesn't expire), but certain styles such as IPAs lose intensity over time.
How should I store the beers?
Upright, in a cold, dark and stable place. That's how we do it at Mascraft :)
Are the beers you sell pasteurized?
It depends on the producer. Most of our craft beers are neither pasteurized nor filtered.
🌍 INTERNATIONAL SHIPPING / TAX
Which EU countries do you ship to?
For now we ship to Spain, Portugal and Gibraltar, all with 24/48h shipping. We're working to expand our coverage to other European Union countries. If you're interested in a specific destination, write to us and we'll look into shipping feasibility.
Can I order from outside the European Union?
No. At the moment we only ship within the EU. However, write to us in case we can find an ad hoc solution for you.
Can I order if I'm a company or self-employed with an intra-community VAT number?
Yes. If you're registered in the ROI, you can contact us before placing your order so we can issue an invoice without VAT (reverse charge).
Will I have to pay VAT or customs if I buy from another country?
No. Mascraft handles VAT on all orders within the European Union. You won't have to pay any additional costs or handle customs procedures. If you want to place an order from outside the EU, contact us.
📬 Subscriptions and account
Do you have subscription options?
Not currently. Write to us and we'll let you know when that changes.
How do I cancel my subscription?
Coming soon.
