THE GLENTURRET DISTILLERY SHOPPING FAQ’S

LAST UPDATED 3RD SEPTEMBER 2019

We look forward to helping you find your perfect gift!

Here are some useful FAQ’s for our online store…

Q: What are the contact details for The Glenturret Shop?

A: You can contact The Glenturret Shop by phoning (+44) 1764 65 65 65 (our lines are open Monday – Sunday 10am to 5pm UK time) or emailing shop@theglenturret.com where a member of our retail team will be delighted to assist you with your enquiry.

Q: Where can you deliver whisky and giftware to from The Glenturret Shop?

A: We can currently deliver throughout the UK and Europe. Please see our Shipping Policy below for further details:

The Glenturret Shipping Policy             

DELIVERY INSTRUCTIONS AND ADVICE

Deliveries are made during business hours on Monday to Friday; to ensure prompt delivery someone must be present to sign for the parcel. If no-one is available to sign for the parcel, our delivery company will leave a contact card with instructions for the customer to call their local depot. If the customer does not then call their local depot, the parcel is returned to us after a week – the cost of which will be passed on to the customer. The courier appointed by The Glenturret is non-negotiable.

The whiskies sold on The Glenturret Online Shop are currently available for shipping to the following countries:

Austria, Belgium, Bosnia, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Italy, Ireland, Latvia, Lithuania, Luxembourg, Netherlands, Norway, Poland, Portugal, Republic of Ireland, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Ukraine, the UK and the Channel Islands.

All whiskies sold by The Glenturret Online Shop are sold subject to UK alcohol tax. If we are exporting products to an address in the European Union (EU) prices are subject to the appropriate rate of VAT and alcohol tax depending on the delivery country.

For all deliveries outside of the EU, UK VAT will not be charged. However, your order may be subject to local sales taxes and duties upon arrival in your chosen country, which are levied at the time the package clears customs. All additional charges are the responsibility of the recipient. As customs policies vary widely from country to country, we have no control over these charges. Please contact your local customs office for further information.

Q: What are your postal charges for delivery?

A: We currently charge £7.00 P&P for orders from our online shop. Please note that this is a minimum postage charge, and this will vary depending on the order volume and delivery location. Our online shop will calculate all shipping costs at checkout based on the weight and delivery destination of the items ordered.

Q: Is there a minimum order?

A: We don’t have a minimum order for our online shop, we are happy to ship just one item.

Q: Can I order by phone?

A: If you are experiencing issues with our online shop you are welcome to contact us directly by phoning (+44) 1764 65 65 65 to place an order directly with our distillery retail team. Our lines are open Monday – Sunday 10am to 5pm UK time.

Q: How long will delivery take?

A: We aim to deliver our online orders within 5 working days from the point of order dispatch. Please note that this applies to all orders placed on our online shop and we do not currently offer an express delivery option.

Q: What should I do if my order hasn’t been delivered yet?

A: Please allow 5 working days from the point of order dispatch for delivery. If your order has failed to arrive after this time, please take a note of your order number and contact us directly so that we may assist you.

Q: Can I choose a specific time or day for my delivery?

A: We cannot currently guarantee a specific time or day for order delivery. If you require an order to arrive by a specific date, please contact us directly so that we can advise delivery times available.

Q: Can I have my order delivered to my work address?

A: We can deliver to your permanent residential address or your place of employment. If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods as our delivery partner will deliver to the place not the person.

Q: Can I track the delivery of my order?

A: We advise that you provide an email address and mobile number in your delivery details in order to receive tracking information from our delivery partner. If this is not possible or you are having difficulty tracking your order you can contact us directly where we can assist you.

Q: What happens if I’m not in when my order arrives?

A: Deliveries are made during business hours on Monday to Friday; to ensure prompt delivery someone must be present to sign for the parcel. If no-one is available to sign for the parcel, our delivery company will leave a contact card with instructions for the customer to call their local depot. If the customer does not then call their local depot, the parcel is returned to us after a week – the cost of which will be passed on to the customer.

Q: I’m missing an item from my order what do I do?

A: We want to sort out any issues with missing items straight away. Please take a note of your order number and contact us directly to allow us to assist you with your order with us.

Q: What do I do if I receive a faulty item in my order?

A: We want to sort out any issues with faulty items straightaway. As soon as you discover a fault, please take a note of your order number and contact us directly to discuss your order with us.

Q: I have an incorrect item in my order, what do I do?

A: We want to sort out any issues with incorrect items straight away. If one of the items, you received isn't what you ordered please take a note of your order number and contact us directly to discuss your order with us.

Q: How do I arrange a return?

A: Please take a note of your order number and contact us directly to arrange a return.

Q: What is your returns policy?

A: RETURNS INFORMATION CONSUMER RIGHTS ACT 2015

PRODUCTS PURCHASED DIRECT FROM THE GLENTURRET ONLINE SHOP

When you have purchased a product from The Gelnturret Online Shop or Distillery and Visitor Experience, you have a statutory right to return your product at any time up to 14 calendar days from the day after you receive the product/s. 

Any returned products must be returned to us in good condition, with all packaging intact. All refunds and reimbursements will be arranged within 30 days of our acceptance to do so and after the safe receipt of the returned goods. Any product returned must be within its original packaging, unopened, contain the relevant paperwork and be adequately packed to avoid any possible damage.

To notify us of your intent to cancel, please contact: shop@theglenturret.com

After notifying us of your intent to cancel you have a further 14 calendar days to return the item(s) to us for a full refund.

Where a replacement item is not available, due to it being discontinued or the original item being a "One Off," we will reimburse you for the full cost of the item only and any shipping costs. No compensation will be paid.

Orders of personalised items or perishable goods may not be cancelled unless they are faulty, incorrect or damaged upon delivery.

This policy applies only to the original purchaser of the Product that was purchased from The Glenturret.

For further information about the return and replacement of products purchased direct from The Glenturret Online Shop, please click here.

PRODUCTS PURCHASED DIRECT FROM THE GLENTURRET VISITOR EXPERIENCE

When you have purchased a product from The Glenturret Visitor Experience, you have a statutory right to return your product at any time up to 14 calendar days from the day after you purchased the products.

Any returned products must be returned to us in good condition, with all packaging intact. All refunds and reimbursements will be arranged within 30 days of our acceptance to do so and after the safe receipt of the returned goods. Any product returned must be within its original packaging, unopened, contain the relevant paperwork and be adequately packed to avoid any possible damage.

Where a replacement item is not available, due to it being discontinued or the original item being a "One Off," we will reimburse you for the full cost of the item only and any shipping costs. No compensation will be paid.

Orders of personalised items or perishable goods may not be cancelled unless they are faulty, incorrect or damaged upon delivery.

This policy applies only to the original purchaser of the Product that was purchased from The Glenturret.

PRODUCTS PURCHASED FROM RETAILER OR THIRD PARTY

Under the Consumer Rights Act any claims should be made against the retailer where the product was purchased. Where the product has been purchased through an auction or third party retailer, The Glenturret does not lawfully have to provide a replacement, repair of refund.

FAULTY GOODS

If you have purchased a product directly from The Glenturret (not from a retailer or third party as set out above), which you discover to be faulty, then you will be required to send us photographs of the product with an explanation of the fault/s, and proof of purchase of the product.

If you contact us within 30 days of purchase of the product you will be entitled to a refund or a replacement of the product.

If you contact us after 30 days but before 6 months after you have purchased the product, we will offer you a replacement or a repair. If we are unable to repair or replace the product, you will be entitled to a full refund.

We will only provide a refund or a replacement product after we have received the faulty product, and we have carried out authenticity and other testing as we deem appropriate to verify your claim.

You will only be entitled to a refund, repair or replacement in the event that you are able to demonstrate that the product is authentic, and a fault has occurred.

Please note, instances where The Glenturret is not liable in providing a replacement, repair or refund:

  • Taste complaints where a significant amount of liquid has been drunk
  • Accidental damage
  • Wear and tear

LIMITATION OF DAMAGES

Except to the extent prohibited by applicable law, The Glenturret shall not be liable for any incidental, indirect, special, or consequential damages.

LIQUID QUALITY AND AUTHENTICITY

If the quality of liquid or authenticity is returned for testing, The Glenturret reserves the right to retain the returned product if testing reveals that the product is counterfeit or that the liquid has been adulterated or tampered with.  In such instances, The Glenturret shall not provide a replacement product.

Q: Can I have items sent to someone as a gift?

A: If you want to send something to someone as a gift, then you can use their address as the delivery address for your order. Please note that we don’t offer a gift-wrapping service currently so your items will arrive without wrapping.

Q: How can I cancel my order?

A: If you wish to cancel your order, please take a note of your order number and contact us directly to discuss your options with us.

Q: Do you offer a wholesale discount for bulk buying?

A: We have a dedicated distribution team that deal with our wholesale orders. Please contact tradesales@theglenturret.com for more information on becoming a Glenturret wholesale customer.

Q: What do I do if I’m having problems with my online account or accessing The Glenturret website?

A: Please contact us directly if you are having any technical problems with our website or your online shopping account where a member of our retail team can assist you.