Frequently Asked Questions | Help & Support | Customer Services

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Frequently Asked Questions

Is your site secure? Yes - The Whisky Exchange has put in place a number of foolproof security measures to protect our users, some of which we may not be able to disclose. SSL protects our buyer's transactions and provides visitors with proof of our digital identity. With SSL your online transactions are secure, confidential and integral and the risks associated with trading over the internet are removed. SSL is the standard security technology for creating an encrypted link between a web server and a browser. This link ensures that all data passed between the web server and browser remains private and integral.

Is my privacy assured? Yes - We take your privacy very seriously and will only use any information you supply to us lawfully and for the purposes of your transaction with us, in accordance with The Data Protection Act 1998. Your details will never be sold or supplied by us to any other companies.

Can I order by telephone? Yes, please call us during office hours on 020 8838 9440 (International: +44 20 8838 9440) or alternatively fax your order to 020 8838 9366 (International: +44 20 8838 9366)

Our office is open between Monday to Friday (9am - 6pm BST)

I don’t want to enter my credit card details online. Can I still place an order? Yes - Just place your order as normal, click on the ‘Pay Off-line’ box on the card details page and call us with your card details

Can I pay by Cheque? Yes - You can place your order by telephone or simply click the "Pay Off-line" box when placing your order online. You can then post us your cheque, made payable to "Speciality Drinks Ltd". Goods will be dispatched as soon as the cheque has cleared (please allow 4 - 10 working days). Please quote your order reference number on the back of your cheque.

Can I send my order to a different address? Yes - just enter the name and address of the person you want us to deliver to in the 'Delivery Details' section when you are placing your order.

I am sending a gift but do not want to send an invoice We despatch gifts on behalf of our customers all the time and can add a gift message to accompany your order. Simply proceed to checkout from your shopping basket and you will be able to add an address and gift message for this order. You can be assured that we will only send out the gift message and a delivery note with the order.

How do I redeem discount codes? To redeem a discount code just type it into the box at the bottom of your shopping basket and press apply followed by proceed to checkout. It’s as simple as that!

I want to buy a gift for my friend, but I don’t know what to get. What should I do? If you have no way of finding out what your friend likes you can go to our gift ideas, gift packs or staff favourites section and choose from a selection of great products recommended by our team. Alternatively, you can read more information about the different products by clicking on the relevant link beside each product to help you make a choice.

Can I send a message with my gift? Yes - A personalised gift message service is available on all orders. The charge for this service is 50 pence (£0.50 GBP) inclusive of United Kingdom Value Added Tax (VAT). Orders being delivered outside the European Union will not have to pay the VAT element of the charge for this service. The Whisky Exchange will donate 10 pence (£0.10 GBP) to our nominated charity for every gift message purchased by our customers. Just type the message you want to send into the ‘Gift Message’ box when placing your order.

Can you gift-wrap the bottles? No - Unfortunately we can't. Our No.1 priority is that your bottles arrive unbroken and in perfect condition, so we have to pack all our orders very carefully with that in mind. Unfortunately, this makes gift-wrapping impossible.

How much does delivery cost? For full details of our delivery charges, visit delivery charges section. The costs of overseas parcel are based on the number of bottles ordered and delivery destination.

Do you ship to the USA? Yes - However, shipments to the U.S.A. MAY INCUR LOCAL TAX.

How quickly will my delivery arrive? Unless the item ordered is unavailable, most UK deliveries will arrive within 2-3 working days after the order is placed. We will contact you if any items on your order are out of stock to advise on lead times or suggest an alternative. For more information, or for deliveries outside the UK, visit delivery charges section.

Is there a minimum order? No - We are happy to ship one bottle if that is all you want.

Do you have a Next Day / Saturday delivery service? Yes - We can arrange this for UK customers, but you must place your order before the cut-off time specified on the delivery charges section.

What happens if my parcel is damaged when it arrives? We send thousands of parcels every year and only a handful have any problems. However, if your parcel is visibly wet or damaged, or shows signs of having been tampered with, you should either sign for it as ‘Arrived Damaged’ or refuse to sign for it and have it returned to us. You should contact us immediately if this happens.

If you sign for your parcel and subsequently find that something inside is damaged, please take photos of the damaged box and contents before disposing of them and email them to us immediately so that we can arrange a replacement for you.

Are all of your bottles available to buy from the website? Almost every item we sell is listed on the website, but we sometimes keep special whiskies back purely for customers who make enquiries. If you are looking for a specific product not included on the site, please contact us.

Change in your order status While we aim to hold all items featured on our website in stock there are occasions when, due to high demand we run out of certain items. Should this occur while processing your order we will contact you either by telephone or email to advise you of the situation. We will give you the opportunity to select an alternative item, cancel the item from your order or to wait for the product to come back into stock, the choice is yours.

Out of stock items While we aim to always have items featured on our website in stock, there are occasions when an item is temporarily out of stock and not expected to come back into stock for some time. We will contact you to keep you updated on any delays and give you the opportunity to select an alternative item or to wait for the product to come back into stock.

Discontinued Items From time to time items will be discontinued and as such will not come back into stock. When an item is discontinued we will remove this item from your order. If you paid with a credit card we will not charge you for the cost of the item or any associated taxes, shipping and handling charges.



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