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 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 Famous Grouse and Mail Marketing is non-negotiable.
The whiskies sold on The Shop Famous Grouse Online Shop are currently available for shipping to the following countries:
Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, Germany, Greece, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, South Africa, Sweden, Switzerland, the UK and the Channel Islands.
All whiskies sold by The Famous Grouse 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.
RETURNS, REFUNDS & REPLACEMENTS
If you wish to return Products which are not faulty, please contact us on: [email protected] with details of your order within 7 days of delivery of the goods.
Please ensure all products are checked fully upon receipt, as returns can only be processed from the delivery address.
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, contain the relevant paperwork and be adequately packed to avoid any possible damage.
The cost and risk of returning the product is the responsibility of the customer and a proof of delivery service must be used.
If, upon delivery of your order, the goods are damaged or incorrect, please email your order number and proof of damage to [email protected] . Please provide as much information as possible including your order number and details of any damage including photographs. We will arrange for your order to be returned at our cost and we will do our best to provide a replacement if available.
Refunds and Replacements
We will provide a refund or provide a replacement where available for any products received damaged or faulty, provided we are notified within 3 working days of receipt. 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.
Upon receipt of your order, the order should be carefully inspected to make sure that it is intact and in full. The courier must be informed of breakages or shortages at the time of delivery. We may not (at our sole discretion) accept any claims for breakages or shortages unless they are stated on the couriers documentation. We must have confirmation of these breakages or shortages within 3 working days of delivery. Photographic evidence is required by our courier company if an item has been damaged during transit.
In the case of a return being necessary, you as the customer will be sent a shipping label which should be printed and attached to the Item.
You will have to be available for a set time in order for the courier to collect this item.