Damaged & Wrong Goods

Damaged Parcels

UK

If your parcel clearly shows signs of damage or leakage at the time of delivery, it should not be accepted. Please ask the courier to return the goods to us.

If you accept a parcel in error (for example, because damage was not visible at the time or under pressure from the courier), please contact us as soon as reasonably practicable and keep all packaging. Accepting delivery does not affect your statutory rights.

If you are a UK consumer, risk of loss or damage passes to you only when you (or a person you nominate) takes physical possession of the goods; this does not affect your statutory rights where goods are faulty or not as described.

International

If your parcel clearly shows signs of damage or leakage at the time of delivery, please accept the delivery, contact us as soon as reasonably practicable to advise us of the damaged product(s), and hold all goods until advised by us that they can be disposed of. We ask international customers to accept the parcel where possible because refusal can make carrier, customs and insurance investigations more difficult and may result in the parcel being delayed, returned or disposed of before the damage can be properly assessed. Accepting delivery does not affect your statutory rights.

Please do not dispose of goods or packaging unless we confirm you can do so, as carriers/insurers may require inspection.

Damaged Goods

We want all our customers to receive their orders in perfect condition so if you think there is a fault with an item you have received, please let us know straight away by contacting us. We will aim to resolve any issue with a faulty item as quickly as possible but we need you to tell us as soon as you discover the fault so we can resolve the issue for you.

Please be aware that to ensure safe delivery

• Decanter stoppers or other small items may be packed individually within your parcel,
• Bottles with wooden presentation boxes may not be packed within the boxes but packed separately within your consignment and
• Bulky packaging may be sent in separate parcels.

In the very unlikely event of any damage please contact us. Please include as much information as possible. We will ask you to provide photographs of the damaged goods and all packaging so that we can assess the issue and support any carrier or insurance claim.

Please provide photographs showing the detail of the damage or faulty items. Where applicable, we also need a picture that clearly shows the seal intact on the damaged or broken bottle.

Please retain the product, box and all packaging until instructed by us. We may ask you to return the goods and/or packaging for inspection or to support a carrier/insurer claim.

If you are a UK consumer and goods are faulty, damaged in transit, not as described or not fit for purpose, you have statutory rights under the Consumer Rights Act 2015. Depending on the circumstances, remedies may include repair, replacement, price reduction or refund. Nothing in this page limits or excludes those rights.

Where goods are faulty/damaged/misdescribed or delivered in error, we will reimburse reasonable return costs (or provide a returns method), in accordance with your statutory rights.

Wrong Goods

If you have received an incorrect item in your order, let us know straight away by calling us on 020 8838 9388 (International: +44 20 8838 9388). Customer Services representatives are available Monday to Friday (9am - 6pm BST), and will be happy to assist you.

You can also contact us by email or via our online support forms (see Contact Us) if calling is not convenient.

To help us resolve the issue quickly, please provide your order number and (where possible) photographs of the item(s) received and any outer packaging labels.

Lost Goods

In the unlikely event that goods are misplaced on their way to you, The Whisky Exchange will ensure a replacement is sent directly to you, if available.

Please report discrepancies with the contents of your order, or suspected transit damage, as soon as reasonably practicable after delivery and, where possible, within 48 hours, because carriers/insurers may require prompt notification. However, this does not affect your statutory rights (including rights relating to faulty or misdescribed goods).

If a replacement item is not available (for example, a discontinued or one-off item), we will offer an appropriate remedy such as a refund (and, where applicable, standard delivery costs) or an alternative product if you agree. Nothing in this page limits or excludes any statutory rights you may have.

Where a parcel is reported lost, we may need to carry out a carrier investigation. We may ask you to confirm delivery address details and/or provide a short written confirmation that the parcel has not been received.

We may provide a refund instead of a replacement where replacement is not possible or not reasonable in the circumstances, subject to your statutory rights.