CARNEGIE WHISKY CELLARS ONLINE STORE DELIVERY & RETURNS POLICY
General – Due to our rural location we cannot guarantee that products ordered and purchased through our website will arrive within the timeframe selected. We will take every care to update you of any delays. We reserve the right to contact you if the postage you have chosen is not sufficient to cover the cost and we would ask that you increase the postage. If this is not complied with, the order will be cancelled.
We currently only post to the United Kingdom on our website. If your order is international, please contact us directly.
Forms of delivery:
Royal Mail 2nd Class – Miniatures/Book/Small Gift Pack: This is appropriate for the ordering of smaller products, such as Miniatures/Book/Small Gift Pack. This is charged at £3.50 and your item should arrive within two – three working days (including Saturday).
Royal Mail 2nd Class – Equivalent to 1 Bottle: This is appropriate for the ordering of up to one standard size (70cl) bottle. This is charged at £5.50 and your item should arrive within two – three working days (including Saturday).
DHL Delivery – Up to 6 bottles: This is appropriate for the ordering of up to six standard size (70cl) bottles. This is charged at £10 and your item(s) should arrive within three – four working days (including Saturday) from when shipped. Shipping days vary due to demand but we aim to ship within three days of the order being received.
You may opt to pick up items purchased from the website in our store. There is no charge for this. However, we reserve the right to release the order back into stock if you do not pick your order up within one week. If you require more time to pick up your purchased stock, you can contact us to discuss this. We cannot guarantee that we will be able to hold the stock for longer. No orders will be held without prior payment being obtained.
We shall not be liable for any delay or failure to perform our obligations if the delay or failure results from events or circumstances outside our reasonable control, including but not limited to acts of God, strikes, lock outs, accidents, war, viral outbreaks, fire, breakdown in the supply chain. In any of these instances the the party shall be entitled to a reasonable extension of its obligations.
RETURNS & COMPLAINTS
It is your legal right to cancel your order up to 14 days from when you have physically received your delivery. Please email firstname.lastname@example.org with details of the order number, your name, address and contact details. We will refund the full amount (including the standard delivery charge) once the products have been safely returned to us. You will be responsible for the cost of returning the bottle to us and to ensure that the products are adequately packaged, to avoid any possible damage.
If the products have been damaged (if the seal on the bottle has been damaged or removed, or if packaging has been damaged), we will potentially reduce the refund to £0.00 (zero), dependant on whether we are able to resell the product.
You may also return products that are faulty, incorrect or not as described. We will refund you the full amount including the original delivery charge and any reasonable costs for you to return the product to us.
All refunds will be made to using the same method which you used to pay.
In the event of complaint please contact the store if it refers to a particular order. Each complaint will be treated as confidential and will be attended to by the manager.