One would have thought putting a bottle in a box and sending it in the post would be an effortless experience in this day and age, and yet such things don’t always run smoothly. Not to mention we are dealing with fragile glass and, well, alcohol. To that effect, here are the general processes we have set in place to make sure fulfilment is fulfilling for everyone. If in any doubt, drop us a line: whisky@waterfordwhisky.com.

Delivery

We will aim to get your package into the back of one of our courier’s vans within 3 working days of receiving your order, often sooner. We’ll ship via UPS and, though delivery times do vary, you can expect up to 5 working days for your whisky to arrive in your hands. You’ll be able to track your order through the notifications provided – and via UPS.

At this point, we should say that when you do receive your whisky, as it is a totally natural whisky alive with flavour compounds, do give it a day to rest. It’s had a stressful journey being rocked about the roads, and needs time to settle.

A note on Brexit: someone very clever will one day soon work out a fast, seamless way to get alcohol into the U.K., but until then please note that shipments to the U.K. are taking a little bit longer than we would like. In our current experience, shipments to the U.K. can take up to 10 days to clear customs, but very often are resolved within a couple of working days.

We are not liable for import taxes or customs charges in your country. Orders are subject to local sales taxes and duties, which are applied at the time the package clears customs. That means the additional charges must be paid for by the intended recipient.

Finally, at this stage we are unable to ship outside of the E.U. and the U.K.

Returns

We have a 14-day return policy, which means you have up to 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it. To start a return, contact us. If accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted unfortunately.

Damages and issues
A leaky bottom is not what anyone wants to see, but sometimes bottles can fall foul of the process of delivery. Perhaps there are terroir-deniers out on the roads looking to intercept the whisky? Though we’ll do our best to get the whisky to you in tip-top condition, please check your shipment upon reception and contact us immediately if the item is damaged, leaked – or even if you receive the wrong item, so that we can set about resolving the issue.

Exchanges
If for whatever reason (perhaps a dram too many?) you ordered the wrong bottle and want to exchange, the fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if we were able to approve the refund. You’ll be automatically refunded on your original payment method. Please note that it can take some time for your bank or credit card company to process and post the refund too.

However, we are not run by algorithms – we are humans (for the most part). So for any queries related to the above technicalities, drop us a line: whisky@waterfordwhisky.com and we’ll do our best to help you out.