Frequently Asked Questions
Q. I've lost my login name/password - what do I do?
A. Click here if you can't remember your password.
Q. I've moved house, how do I change my address details?
A. Sign in as normal here and when at 'My Account' page click to the 'Address Book' section. You can change your invoice address, as well as store multiple delivery addresses.
Q. Do you ship to the USA?
A. Yes, we have a very reliable service that ensures all duties and taxes are paid up front within the delivery charge. Unfortunately, there are a few States that we cannot ship to – please see the delivery section for details. There is a cheaper shipping method, but we cannot guarantee delivery and any payment of taxes/duties is solely the responsibility of the customer.
Q. How much does shipping cost?
A. The costs of overseas parcels and outer lying UK areas are based on weight and delivery destination. Create your basket and it will automatically calculate the shipping for you. For mainland UK (excluding Scottish Highlands & Islands) there is a flat rate charge for parcels up to 12 bottles either on the Standard service (£5.75) or the Express service (£6.95). For more details and all other areas please check out our delivery page.
Q. How long does delivery take?
A. Once an order has been despatched (which is not always immediate), then delivery takes 1-3 working days for most UK addresses, up to 1 week for other UK addresses and 1-2 weeks for other regions of the world. Please note that we use third party courier companies, so we cannot guarantee delivery timescales.
Q. Can I add a gift message?
A. Yes - once you have added a product to a basket and clicked 'Proceed to Checkout' you will have the option to send the parcel as a gift and add a gift message while progressing through the order process.
Q. Can you gift wrap?
A. Unfortunately we can't. As we have to pack up bottles very securely to survive their passage to you, we really need to focus on having the bottle arrive in perfect condition. Bubblewrap and pulp packaging are used to ensure this. We've found that also trying to gift wrap packages as well doesn't really work.
Q. Can I deliver to a third party?
A. Yes - once you have added a product to a basket and clicked 'Proceed to Checkout' you will have the option to change the delivery address for the order while progressing through the order process.
Q. Can I collect my order in store?
A. Yes - once you have added a product to a basket and clicked 'Proceed to Checkout' you will have the option to select Shop Collection as a delivery option. This is a free service but please be aware that collections can currently only be made from our Edinburgh store on the Royal Mile.
Q. There are so many whiskies, how do I choose?
A. It's all about personal taste - for some of our favourites, try the Staff Favourites section for ideas. Alternatively, all our staff have a passion for the product, so feel free to email us here or call us on 0131 524 9380.
Q. When will my card be charged?
A. Your card will be charged when you place the order. If there is an issue with stock availability that is beyond our control, we will contact you as soon as we can in order to offer alternatives or a refund. If you want to make changes to your order after you have placed it and received the order confirmation, please contact us here or call 0131 524 9380.
Q. How do you sell limited edition stock?
A. The whisky industry releases an amazing array of limited edition whiskies, and sometimes demand outstrips supply. We operate a first-come, first served policy releasing stock on our website, often announcing this on Twitter and Facebook. If there is very high demand we restrict the number of bottles each customer can buy so the allocated stock is shared out. If a product is allocated to us by a supplier, we sell it all and do not hoard stock (the one exception to this is our own bottling, for which we keep a small company archive).
Q. Can I reserve stock that has not yet been released?
A. We do not allow customers to pre-reserve allocated stock. This is for the practical reason that customers often know about upcoming releases before the distillers have told us what our allocation will be, or indeed the cost price of the whisky. There is therefore a risk of over-selling, or not having any of these exciting products to put on sale to the public. So, we do not take pre-orders or reservations and announce on our website when we have new releases to give everyone a fair chance.
Q. Can I purchase items that are showing as “Out of Stock” on the website?
A. No. The site will only allow you to buy products that are showing as in stock. As we take payment when you order, we would prefer you only paid for stock that is showing as in stock. Please email us for timescales on items returning to stock – [email protected].
Q. Do I have to pay VAT on products being sent out with the UK?
A. If you are ordering from within the EU, then we are legally obliged to charge you VAT. If you are ordering and we are shipping to an address out with the EU, then we will remove UK VAT from your order. You, the customer, are liable for all Taxes/Duties that apply to you in the recipient country.
Q. Do you sell Gift Vouchers / Gift Cards?
A. Not currently through the website. We have gift cards available to purchase from our Royal Mile Whiskies and Drinkmonger shops. If you would like to order these remotely, you can do so by calling Royal Mile Whiskies Edinburgh (0131 524 9380), but please note that the gift cards cannot currently be used online. Terms and Conditions for vouchers are found here.
Q. Can I cancel my order? If so, how do I do this?
A. Yes. If a parcel has already been despatched we cannot refund delivery but if the items are undamaged or have not left our warehouse then we can refund any order. Please see the delivery and returns page for details.
Q. Is it cheaper to buy online than in your shops?
A. No. We will always have exactly the same prices online as in our stores. Please see Terms and Conditions regarding to pricing.