FAQs

Have a query about Molson Coors Direct, Molson Coors as a whole, our brands or services? Simply click on a section below to explore the help and support we have available in that area.

Here's a list of the most frequent asked questions and their answers.

Contacting us

How do I request someone to call me?

You'll first need to call our Customer Services Team on 0845 6000 888 and select option 1

How do I request my Account Manager to call me?

If you don't have your Account Manager's mobile number, our Customer Services Team will be happy to put you in touch with them or pass on a message.

Just call 0845 6000 888, and select option 1.

Can I let you know my thoughts?

Definitely - we actively encourage feedback and suggestions.

Please visit the Contact Us section to share yours.

Customer service

I've received a faulty item. What do I do?

Please call our Customer Services Team on 0845 6000 888 and select option 3.

If your query relates specifically to a keg or cask product, please select option 2.

Let us have the details and we'll look to rectify it with you as soon as possible.

I've received an incorrect item. What do I do?

If it's a keg or a packaged product you notice is incorrect at the time of delivery, please decline it, record it on the delivery note and return it with the delivery crew.

If you only notice it's wrong after the crew have left you, or if the product is cask ale, please call our Customer Services Team on 0845 6000 888 and select option 3.

Let us have the details and we'll look to rectify it with you as soon as possible.

I haven't received my reward item. What do I do?

Please call our Customer Services Team on 0845 6000 888 and select option 3.

How do I make a complaint?

Your first port of call should be our Customer Services Team .

Please call 0845 6000 888 and select Option 3 for our Customer Experience Team.

Or you can get in touch via our Contact Us page.

Delivery

I haven't received my order. What do I do?

If you've placed an order but your products haven't arrived within the agreed delivery window, please call our Customer Services Team on 0845 6000 888 and select Option 3.

How can I change my delivery day?

We work with all our customers to agree a mutually convenient delivery day and time, but if you do need to change it please speak to your Account Manager.

Or you can call our Customer Services Team on 0845 6000 888 and select Option 3.

How can I change my delivery time?

We work with all our customers to agree a mutually convenient delivery day and time, but if you do need to change it please speak to your Account Manager.

Or you can call our Customer Services Team on 0845 6000 888 and select Option 3.

What is the returns and refund policy?

If you've received an incorrect or faulty item and are due a credit, please call our Customer Services Team on 0845 6000 888 and select option 3, or speak to your Account Manager.

What is my standard delivery?

Together, we'll have agreed a set delivery day and time window. if you need to check on it, please speak to your Account Manager or call our Customer Services Team on 0845 6000 888.

How do I arrange for my empties to be collected?

Please tell us about any empties you'd like collecting when you place your order. We'll aim to collect them the next time we deliver.

Your Favourites

Can I create different favourites lists?

Yes, you can create multiple lists in the My Account section. Select 'CREATE NEW LIST,' give it a name, and add products to it. You can add to or update this list, and create new lists, at any time.

How long to products remain in my favourites list

They'll stay there until you remove them, or until they are de-listed.

How do I add products to my favourites list?

Use the search tool to find the product you're interested in. When you find it, click on the 'Add to favourites list' link and select the list you wan to add the product to.

You can also add products from My Account. Select 'My lists' and 'Add products to a list'.

How do I remove products from my favourites list?

Simple click the 'X' next to the product you want to remove.

My Account

I'm already a Molson Coors customer. How can I register to order online?

Go to 'Register' on the top right of the screen. There's a link for existing customers to register for online ordering.

Click it, and complete the form entering all required details carefully. You'll need your Molson Coors account number and outlet post code.

Your online account will be created and your login details will be emailed to you.

I'm not a Molson Coors customer yet. Can I register to order online?

You'll first need to register to buy from us.

Go to 'Register' on the top right of the screen. There's a link for traders new to Molson Coors.

Click it, and complete the form entering all required details carefully. Our New Business Team will be in contact with you.

Can I access my invoices online?

Yes. A copy of your invoices are available from the My Account section.

Can I access my credit notes online?

You can download a copy if required.

Can I access my statement online?

Not at the moment, sorry. To request a copy of statements, please call 0845 6000888.

How do I request copy documents?

Copy invoices and credit notes are available online from the 'My Account' section.

You can request any other documentation by calling 0845 6000888.

I've forgotten my password. What do I do?

If you need to reset your password, simply select 'forgotten password' link from the login page, and we'll send you an email with instructions on what to do.

Please ensure you check your spam/junk folder as occasionally, in case our emails have been directed there. And if you need further assistance, please call 0845 6000 888.

I've forgotten my username. What do I do?

Please call 0845 6000 888 for assistance.

How do I close my online account?

To close your Molson Coors account fully please call 0845 6000888.

How do I change my password?

Please log into your account and go to 'My Accounts' in the top right hand corner.

Select 'Your Account' and select the reset password link.

Navigating This Site

How do I navigate the site?

It's easy to find what you want. You can browse or search for products from the main menu at the top of the page. Promotions are also available from the main menu. Simply click on 'Deals' and select the category or type of deal you're interested in.

How do I log out/sign off?

To ensure you log of securely we suggest you click on the 'Logout' link at the top right of the screen.

Product Information

How do I search for a product?

Enter either the product description or product code in the search box on the top right of the screen.

Can I change my free stock / reward item?

Yes.  Your choice of Free Stock/Reward Items that you've qualified for will be displayed to you on the Basket page.

Can I select a product substitution if an item is out of stock?

Unfortunately we don't offer product substitution. But if a product is out of stock you can go back to your basket and add alternative products.

Ordering

How do I place an order?

If you're already registered to order online you can either:

Order from your favourites list. Simply tell us the quantities you need for each product in the relevant fields, then add them to your basket and continue to the checkout.

You can also search and browse for products that aren't already in your favourites list. Again, tell us the quantity you need and add them to your basket.

Or, if you see a deal of interest, click on it, tell us the quantities and add to your basket.

If you're not registered to order online, go to 'Register' on the top right of the page and complete the registration details.

Can I cancel my order online?

Sorry, this can't be done. In some circumstance we're able to cancel your order, so please call us on 0845 6000888.

Can I save my order to my basket?

Your chosen products will remain in your basket. So, if needed, you can return to it later to amend it, add or remove products, and place the completed order.

However, your order is not confirmed until it has been checked out and the order status changed to 'Supplier Confirmed'

Can I see my online order history?

Yes, it's available in the 'My Account' section, under 'My Order History'.

You can also copy a previous order to your basket.

What is the latest time I can place my weekly order?

The cut off time for your order can be found in 'My Account' then 'Your Outlet'.

Where can I find my order details?

You can find your order history in 'My Account.' Simply click on an order to display its details.

Can I reorder a previous shop?

Yes. Go to 'My Account', then 'Order History.' Select a previous order and select 'Reorder'

Can I place orders in advance?

Yes. Orders can be placed up to four weeks in advance. Just tell us the delivery day you want at the checkout.

How do I amend an order?

If an order is still in your basket, you can amend it online. If you've already processed it and received an order number from us, you'll need to call 0845 6000888 to make the changes.

Do I have to complete my online order in one go?

No, you can build a basket, save it and come back to it at a later date to process it.

Can I amend my order online?

If an order is still in your basket, you can amend it online. If you've already processed it and received an order number from us, you'll need to call 0845 6000888 to make the changes.

Can I pay for my order at checkout?

Yes. If you are not a direct debit customer you can choose to pay for your order at check out or choose to pay against your trade account at a later date using the drop down box in the payment section at check out. If you are a cash with order Customer you must pay at check out. If you experience any issues, please call 0845 6000 888 and select option 4.

Technical Services

Q: Why is my beer dispensing flat?

A: Flat beer can be due to leaking kegs, wet glassware or incorrect creamer plate, so: 1. Try connecting up another keg. Ensure that fresh product is pulled through to the tap. 2. To prevent wet glasses, when inverted on a plastic lattice leave them to dry for at least 45 minutes. The drying time can be reduced to less than 10 minutes when they are upright. 3. If the product is a 'creamflow', such as Worthington or Caffreys, ensure that the creamer plate is inserted within the spout.

Q: Why is my beer dispensing with a foamy head, then going flat?

A: Beer foam is very sensitive to grease, so: 1. Make sure that coffee cups etc. are not placed in the glass washer, the rinse water is changed twice a day, the machine is clean and the correct chemicals are in use. 2. Check there are no lipstick residues around the rim. These can be removed by using 'Quosh', a detergent formulated for this purpose. 3. Do not dry glassware using a tea towel. These contain greasy fabric softeners. Always allow glassware to dry naturally.

Q: Why is my beer fobbing?

A: Gas will escape from beer when it is warm, yeast can make beer fob, and it's easy to waste beer when pouring a pint, so: 1. Check that the cellar temperature is in the range 11 to 13C. Turning it off is a false economy, as the cost of wastage will increase. 2. Always allow freshly delivered kegs one day to cool down before use. 3. Ensure that the remote cooler is turned on, has water in it, and has an ice bank. 4. Clean your lines once every 7 days using the correct procedures and good quality detergent.(If the fob detectors have yeast in them ,that's a bad sign. 5. Pour a perfect pint of lager by holding the glass at 45 degrees, opening the tap fully, then gradually straightening as it fills until it is upright at the finish, with a 5 to 10 mm head. Never fill whilst placed flat on the drip tray. 6. If you have flash coolers, keep the ventilation grills free of dust and top them it with water to the overflow, if the filler hole on top is accessible.

Q: Why am I losing beer every time a keg is changed?

A: Kegs are highly pressurised when they come out of the brewery, and this has to be handled correctly at changeover. So follow this procedure: 1. Turn the tap off as soon as the keg runs out. Do not leave it open, otherwise the beer line will become depressurised. 2. Go down the cellar and turn the gas off to the coupler. 3. Change the keg, ensuring that the oldest bb date is used first. 4. Remove any air by bleeding the fob detector. Make sure all bubbles are removed from the feed line. 5. If the fob detector float is stuck in the down position, dislodge it using the plunger. 6. Turn the gas back on and commence pouring.

Q: Why is my beer hazy or tasting bad?

A: Beer is liable to infection from wild yeast and bacteria. It can also pick up chemical taints from line cleaning, so: 1. To prevent microbial growth, always clean lines every 7 weeks , using good quality detergent and the correct procedures. 2. Never soak detergent in the lines for more than 40 minutes, don't use more than 2 pints of concentrated line cleaner in a 10 gallon cleaning bottle and always give a good flush through with water afterwards. 3. Do not leave stagnant beer in the lines when not in use for more than 48 hrs. Always clean first and then leave in water, which can be freshened before re-use. 4. Do not leave kegs on sale for more than 7 days. They will pick up flavour defects and may fob due to gas pick up. Note that Cider can be left on sale for up to 3 weeks. 5. Try and avoid selling beer that has gone out of date. Like any foodstuff, it will deteriorate over time.

Q: How can I get the best quality cask beer?

A: Cask beer is a 'living' product and usually unpasteurised, so it's more liable to infection, so: 1. Keep the cask storage area clean and free of strong smelling foods and chemicals. 2. Clean all cask taps, extractors, dipping rods and do not soak them in stagnant water. 3. Always store casks in a cooled cellar at 11 to 13C or provide effective jacket cooling. 4. Never sell and cask for longer than 3 to 4 days. It will go off. 5. To reduce cross contamination, flush lines with water between casks. 6. Follow the specific brewery instructions for stillaging, breathing and serving. This will vary from brand to brand.