Shipping policy
Delivery Charges
We are pleased to offer free shipping on all orders to all customers regardless of their location around the world. Most orders will be delivered within the following target timelines:
United Kingdom: 5 working days
International Orders: up to 20 working days
On occasion there may be reason for us to operate outside these target timelines. Where this is the case, we will notify you as soon as possible after your order is placed and offer you the option to receive a full refund.
International Deliveries
We are currently only able to ship to the countries shown in the drop-down menu at checkout. For shipping addresses outside these territories please try one of our retail partners listed below:
International Orders
Some international orders will be subject to local taxes and duties upon arrival in the country of delivery. House of Hazelwood will pay these taxes by implementing a charge at checkout to ensure a smooth experience and to minimise delays to orders.
Receipt of Orders
Our deliveries are made during normal business hours, throughout the week. When you place an order, you agree that you or another adult eligible to purchase alcohol will be available to sign for the parcel. If no eligible adult is available, you accept full responsibility for rearranging delivery or collection with the relevant courier. Please note that you or whoever is accepting the delivery can be asked for a valid ID proof to confirm their age and identity and when asked so, it must be provided. If the ID proof is not provided, this will hold a valid ground for us to cancel the said delivery.
If your order has not arrived by the estimated delivery date, please contact our customer services team as soon as possible using the details set out in the Contact Us section of this page. However, if you have already received a tracking ID from DHL, you should be able to track your order and/or contact DHL directly on 02476 937 770.
Delivery Addresses
We can deliver your order to an address that is different to your billing address. This includes your place of work, so long as there is someone present that can sign for the parcel on your behalf in accordance with the Receipt of Orders clause above and that your place of work does not breach the delivery restrictions outlined below.
Delivery Restrictions
Please note that we are unable to accept orders to certain types of address. Such locations are outlined below – please read this prior to placing an order and should you have any concerns contact a member of our team.
- Post Box Numbers may not be used as delivery addresses and orders to such addresses will not be dispatched.
- British Forces Post Office (BFPO) cannot be used as a delivery address and orders to such addresses will not be dispatched.
- Orders placed to any country outside the list of international delivery options presented at checkout will not be accepted and orders to such addresses will not be dispatched.
Insurance charges
All orders are insured by us to the retail value of products sold at no cost to you/
Target delivery timeline
Once your parcel has left our premises, we have no direct control over the punctuality of service provided by our delivery partners.
No responsibility for delays outside our control. We are not responsible for any failure or delay in performing our obligations under the contract where that failure or delay results from any event that is outside of our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us within a period of 14 days (from the date you were due to receive your order) and receive a refund for any products you have paid for but not received within [30] days after the day on which we accept your order
If you do not re-arrange delivery. If, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract. We may deduct that compensation from the bank account, which you used to pay for the product(s). We may make that deduction from that bank account in more than one payment.
Performance of delivery services. If you do not allow us access to your property to deliver the products as arranged (and you do not have a good reason for this) we may charge you additional costs incurred by us as a result. If, despite our reasonable efforts, we are unable to contact you or to re-arrange access to your property we may end the contract.
Your legal rights if we deliver products late. You have legal rights if we deliver any products late. If we miss the delivery deadline for any products, then you may treat the contract as at an end straight away if any of the following apply:
(a)we have refused to deliver the products; or
(b) you told us before we accepted your order that delivery within the delivery deadline was essential. We may reject an order if you set a delivery deadline, which we will not be able to meet.
Customs and Duties
All of our whiskies are sold subject to UK alcohol tax. In cases where we ship products to an address in the European Union, then prices are subject to UK VAT, with the exception of Germany where UK alcohol tax and VAT will be deducted, and local alcohol tax added at checkout.
For deliveries outside the EU, UK VAT will not be charged, and we will instead implement a charge at checkout to cover estimated local sales taxes and duties that will be levied at the time the package clears customs and recharged to House of Hazelwood.
