Streamlined Shipping & Returns Process for Your Convenience
All products will be securely packaged and dealt with professionally to ensure your package arrives with you as stated on our web site. We use a certified and credited overnight despatch service company, DHL, whose aim is to always deliver on time, if not before! Orders placed will be despatched as soon as payment is authorised. You can expect UK deliveries within 2-3 business days and international from 2-10 days.
TAXES, CUSTOM & IMPORT DUTIES
All alcoholic products sold by Great Whisky Shop are sold subject to UK alcohol tax. If we are shipping goods to an address inside the UK then those prices are subject to UK VAT
BREXIT: The UK has left the European Union. From the 1st January 2021, customers are no longer required to pay UK VAT on sales shipping to the EU. The EU-UK Trade and Cooperation Agreement means that in most cases Customs duties will not be applied, as a zero tariff has been confirmed for goods sent between GB and the EU – note, this only applies to goods originally produced in the UK/EU. Upon entry to EU member countries, goods will still be subject to VAT at EU-set rates. The recipient will be liable for these. The exact rate at which VAT will be charged is dependent on individual countries, you can check this useful guide here on EU VAT rates. Contact your local authorities for further information.
For all other deliveries outside of the UK, UK VAT will not be charged and will be deducted from your final costings. However, your order could be subject to local sales taxes and duties upon arrival in the destination country. All additional charges are the responsibility of the recipient. As customs policies vary widely from country to country, Great Whisky Shop has no control over these charges, so you should contact your local customs office for further information.
If you refuse to pay any import duties and taxes, this could result in the goods being destroyed by customs or being returned back to us – any refund offered would include a deduction of our costs.
If your order is being held by your local customs office, you will be able to determine this from the information viewable through the DHL tracking information we send you upon despatch of your goods. If you have not received a tracking number, please contact us and we will happily provide you with it.
From 1st July 2022, all private consumers (consignees/importers) of shipments into Taiwan are required to download the EZWAY customs application and register their mobile phone numbers – this is a one off process. Failure to download and register with EZWAY could result in rejected, failed or returned shipments. You can use the following links to download the app on either your Apple or Android device
If we are shipping to an address in the U.S. you can read the information provided here by U.S. Customs and Border Protection regarding any queries on importation to the United States.
RETURNS
Although we believe that you will be delighted with your order, it is possible on an occasion where you feel it necessary to return an order. We will accept returns and give refunds where the goods have not been opened or damaged. As per the Consumer Rights Act 2015, you have 14 days from receiving the item(s) to inform us you wish to make a return, you would then have an additional 14 days to get the item(s) back to us. Shipping costs back to us are normally at your expense (except where the goods do not comply with statutory requirements) and we can only credit you upon safe receipt and inspection of the goods at our premises. Any refunds will be paid as soon as possible within 14 days of you contacting us, providing we have the products received back from the courier. Please note, that any card processing fees incurred will be non-refundable.
We specialise in rare and old whisky, therefore quite often the bottles and/or packaging can sometimes be in a non-perfect condition, something that would be expected from bottles as old as 50+ years. We will endeavour to explain any imperfections in our descriptions and/or display them in the original photographs that we use. All photographs used are our originals and never stock photos.
The majority of the items we have for sale have been acquired from the personal collections of private sellers, therefore this can sometimes lead to items having wear and tear to the bottles, labels and or presentation boxes. We will endeavour to highlight any cosmetic discrepancies in our images and descriptions where possible.
Sometimes with older bottlings the cork or closure may have deteriorated, we recommend great care is taken when opening any bottle. We cannot guarantee the condition of a bottle’s cork or closure and thus the item is sold as described.
If bottles are broken or damaged in transit to you, the damaged goods must be returned to us. Shipping costs for the damaged product back to us will be at our expense. Contact us to arrange shipping back to us, if this is the case.
Great Whisky Shop can only credit customers for the items that have been damaged upon safe receipt of the products into our hands.
Upon receipt of your order, you should carefully inspect it to make sure that the products are intact and as described. The courier must be informed of breakages or shortages at the time of delivery. We will not accept any claims for breakages or shortages unless they are stated on the couriers documentation.
Great Whisky Shop is responsible for all insurance of goods, unless stated otherwise.
Great Whisky Shop will provide an exchange or a refund if any products turn out to be faulty or if goods are different from those specified when ordered. To enquire about a refund customers should contact us within 14 days of receipt of the goods, only where the products have not been opened or damaged.
COMPLAINTS
We aim to deal with complaints effectively, in a fair, confidential, and speedy manner. We endeavor to respond to all complaints within five working days.
