Frequently Asked Questions - FAQ

Frequently Asked Questions:

Security Related Questions:

Is you site secure?

Yes – our payment system is 100% secure.

Is it safe to enter my credit/debit card details into your website?

Yes – furthermore we never store any credit/debit card information. We will never share your personal information.

Can you assure my privacy?

Yes – we will never share your information.

Can I order by telephone?

Yes – however we do not man the phones 24hrs a day so please email us to request a phonecall and we will get back to you to arrange a phonecall.

If I dont want to enter my credit/debit card details online can I still place an order?

Yes – please click “pay offline”, we will contact you to arrange payment over the phone.

 

 

Gift related questions:

Can I send my order to a different address?

Yes – just enter the name and address of the person you want us to deliver to in the 'Delivery Details' section when you are placing your order.

 

I am sending a gift but do not want to send an invoice?

We dispatch gifts on behalf of our customers all the time and can add a gift message to accompany your order. Simply proceed to Checkout from your shopping basket and you will be able to add an address and gift message for this order. You can be assured that we will only send out the gift message and a delivery note with the order.

 

I want to buy a gift for my friend, but I don't know what to get. What should I do?

If you have no way of finding out what your friend likes, you can go to our gift ideas, gift packs or staff favourites section and choose from a selection of great products recommended by our team. Alternatively, you can read more information about the different products by clicking on the relevant link beside each product to help you make a choice.

 

Can I send a message with my gift?

Yes – a personalised gift message service is available on all orders. The charge for this service is £0.50 inclusive of United Kingdom Value Added Tax (VAT). Orders being delivered outside the European Union will not have to pay the VAT element of the charge for this service.

 

Can you gift-wrap the bottles?

No – unfortunately, we can’t. Our number-one priority is that your bottles arrive unbroken and in perfect condition, so we have to pack all our orders very carefully with that in mind. Unfortunately, this makes gift-wrapping impossible.

 

 

Delivery and Shipping Related Questions:

Delivery Information

 

  • We dispatch orders received before 3pm the same day, Monday - Friday. Excluding weekends & public holidays.

 

  • We always do our best to deliver the as per the table below. however as we use external carriers to make our deliveries, we cannot guarantee the exact Date. if there is any undue delay that we are aware of we will contact you.

 

  • All shipping costs include VAT where relevant

 

  • The table should be used as a guide as all product vary in weight due to some products having heavy cases. actual shipping charges are calculated during the checkout process. if you do not require the outer cases then please email us and the delivery charge with be adjusted accordingly.

 

  • Please familiarise yourselves our full terms and conditions.

 

  • Please remember all alcohol products are sold as UK Duty paid and it is the customers responsibility to be aware of any local Customs requirements outside of the UK. All Deliveries outside the UK are at the customers own risk.

 

Some countries have restrictions on the supply of alcohol products. The order you place maybe liable for local sales taxes and duties upon arrival in the destination country. ANY additional charges are entirely the responsibility of the addressee/recipient.

 

For further information - we recommend that you contact your local customs/government office for further information.

 

If your order is returned to us by any customs or any authorities, then we will refund the value of the items - SHIPPING CANNOT BE REFUNDED.

 

We will dispatch to your country at THE CUSTOMERS RISK, and we cannot guarantee delivery as Customs may impound/sieze or open for inspection and as a result will delay their delivery to you. Please be aware that Customs may destroy or refuse to return your package. If this was to happen shop4whisky cannot make a refund for goods or shipping.

 

If your order is returned to us by any customs or any authorities, then we will refund the value of the items - SHIPPING CANNOT BE REFUNDED.

 

Any additional charges made by couriers and or customs on return of parcel or parcels will be payable by the customer.

 

Budget Delivery time is 7 working Days

Standard delivery time is 3 - 5 working days

 

Express 2 working day delivery is available to the UK Only

 

Track Your Order

 

Parcel Force Track Your Order

 

Do you ship to the USA?

Yes, US Customs charges will be calculated and added to your order at the time of checkout so that we can complete the customs clearance procedure as soon as it arrives in the US. Your order will not be subject to any further charges.

Not yet,  but we have plans to in future.

How quickly will my delivery arrive?

Unless the item ordered is unavailable, most UK deliveries will arrive within 2-3 working days after the order is placed. We will contact you if any items on your order are out of stock to advise on lead times or suggest an alternative. For more information, or for deliveries outside the UK, visit our Delivery Charges section.

 

How much does delivery cost?

For full details of our delivery charges, visit our Delivery Charges section. The costs of overseas parcel are based on the number of bottles ordered and delivery destination.

Is there a minimum order?

No – we are happy to ship just one bottle.

 

Are all of your bottles available to buy from the website?

Almost every item we sell is listed on the website, but we have an extensive  collection of special and very rare whiskies which we hold back purely for customers who make enquiries. If you are looking for a specific product not included on the site, please contact us.

 

Do you have a next-day/Saturday delivery service?

Yes – we can arrange this for UK customers, but you must place your order before the cut-off time specified on the Delivery Charges section.

 

Not yet! – we plan to increase our delivery options in future, we will keep you updated.

 

 

What happens if my parcel is damaged when it arrives?

We send a large quantity of parcels every year, and only a very few have problems. However, if your parcel is visibly wet or damaged, or shows signs of having been tampered with, you should either sign for it as 'Arrived Damaged' or refuse to sign for it and have it returned to us. If this happenYou should then please contact us immediately if this happens.

If you sign for your parcel and subsequently find that something inside is damaged, please take photos of the damaged box and contents before disposing of them and email them to us immediately so that we can arrange a replacement for you.

 

Change in your order status

There are occasions when, due to high demand, we run out of certain items. Should this occur while processing your order, we will contact you either by telephone or email to advise you of. We will give you the opportunity to select an alternative product or cancel your order, or to wait for the product to come back into stock – the choice is yours.

Out-of-stock items

While we aim to always have items featured on our website available to buy, there are occasions when an item is temporarily out of stock and not expected to come back into stock for some time. We will contact you to keep you updated on any delays and also give you the opportunity to select an alternative item or to wait for the product to come back into stock.

Discontinued items

From time to time, items will be discontinued and as such will not come back into stock. When an item is discontinued, we will remove this item from your order. If you paid with a credit card, we will not charge you for the cost of the item or any associated taxes, shipping and handling charges.

 

My order never arrived?

 

Check your order confirmation email for the tracking number. You can use this to track your order. If you are still having problems please email us with the tracking number and we will help you out.

 

I would like to return my order?

 

Please send us an email at contact@whiskyitness.com

 

My order arrived incomplete or damaged?

 

Please take photographs and email the photos with a description of what went wrong to contact@whiskyitness.com.