Shipping Information
Delivery time and cost
Shipping costs are calculated based on order weight and delivery destination. A full breakdown of delivery charges, including any applicable taxes, will be displayed at checkout.
Please note:
- Prices may appear differently depending on your selected shipping country
- This is because some countries, including the UK, display prices inclusive of local taxes (e.g. UK VAT)
Orders are shipped on business days only (Monday to Friday) from our fulfilment partner’s warehouse in Glasgow, Scotland.
Estimated delivery times
Delivery times are averages and may vary, particularly during busy periods.
- UK: 2-3 business days (During peak periods, delivery may take up to 5 business days)
- EU: 3-10 business days (This includes time required for customs clearance. Average delivery is typically 4-5 business days)
- Rest of World: 5-14 business days
Please note: If your order includes personalisation, this may add up to 7 additional working days to your delivery timeframe.
Sales tax and import duties
All prices are displayed at the UK retail price and include UK VAT.
If you are shopping from outside the UK, taxes and duties are calculated based on your delivery address and applied according to the destination country. Please refer to the guidance below for details.
Shipping within the EU
EU destinations we currently ship to:
Austria, Belgium, Channel Islands, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Slovenia.
Orders shipped to EU destinations are generally sent using a Delivered Duty Paid (DDP) service (exceptions below). This means:
- Local VAT and duties are collected at checkout
- No additional charges are payable upon delivery
Important exception:
Due to recent changes at local customs level, VAT will not be charged at checkout for deliveries to:
- Estonia
- Latvia
- Finland
For these destinations, VAT will instead be payable upon delivery.
Shipping outside the UK and EU (excluding the USA)
Destinations we currently ship to:
Australia, Hong Kong, Iceland, Japan, Korea (Republic of), New Zealand, Norway, Singapore, South Africa, Switzerland, Taiwan, Thailand.
For destinations outside the UK and EU, orders are shipped on a Delivered At Place (DAP) basis.
This means:
- UK VAT is removed at checkout
- Local taxes, customs duties, and import charges may be payable upon delivery
The appointed courier will contact you directly to collect any applicable charges. As these fees are set by local authorities, we are unable to advise on exact costs. We recommend checking with your local customs office for guidance before placing your order.
Shipping to United States
Due to local regulations, we are currently able to deliver only to the following US states:
Arizona, California, Colorado, Connecticut, District of Columbia, Florida, Georgia, Iowa, Idaho, Illinois, Indiana, Kansas, Kentucky, Louisiana, Maryland, Minnesota, Missouri, Montana, North Carolina, North Dakota, Nebraska, New Hampshire, New Jersey, New Mexico, Nevada, New York, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Vermont, Virginia, Washington, Wisconsin, West Virginia, Wyoming.
Orders shipped to the United States are sent using a Delivered Duty Paid (DDP) service.
This means:
- All applicable local taxes and tariffs are calculated and collected at checkout
- No additional charges are payable upon delivery
Order tracking and delivery status
Once your order has been placed, it typically takes up to 24 hours for our fulfilment partners to process and dispatch it.
Please note:
- Processing times may be longer during busy periods
- Dispatch may also be delayed if we are awaiting stock delivery
Once your order has shipped, you will receive a confirmation email with your tracking information. You can also log in to your account at any time to view your order status.
Refunds and returns
We will offer a refund or replacement (where available) for any products received damaged or faulty, provided we are notified within 3 working days of receipt.
Where a replacement is not available (for example, if the product is discontinued or a one-off item), we will refund:
- The full cost of the item
- Any associated shipping costs
No additional compensation will be paid.
Upon delivery, orders should be carefully inspected to ensure they are complete and undamaged.
Important:
- Any breakages or shortages must be reported to the courier at the time of delivery
- These issues must be noted on the courier’s delivery documentation
- We may not accept claims unless they are recorded at the time of delivery
Confirmation of breakages or shortages must be provided within 3 working days of delivery. Photographic evidence is required by our carrier if an item has been damaged in transit.
If a return is required, our fulfilment partners will contact you to arrange collection. Please note that you may need to be available during a specified time window for collection.
Ordering and payment
How can I pay online?
We accept most major debit and credit cards, as well as PayPal. We do not accept payment by cheque.
All mandatory checkout fields must be completed accurately so we can process your order and contact you if required.
All card payments are subject to validation and authorisation by the card issuer. Orders will not be dispatched until payment has been authorised. If authorisation is declined, we are unable to accept the order and will not be liable for any delay or non-delivery.
Can I change or cancel my order?
If you wish to cancel your order, please contact us at cvhspirits@mailmarkuk.com as soon as possible.
If your order has already been dispatched, cancellation cannot be processed until the goods are returned to us.
Please allow 5-10 days for refunded funds to appear in your account after cancellation.
Do I need an account to place an order?
You do not need an account to place an order. However, creating an account allows you to securely save your addresses and payment preferences for faster checkout in future.
Can I combine multiple orders?
Unfortunately, we are unable to combine multiple orders, even if they are placed on the same day and shipping to the same address.
Please ensure all items are in your basket before checking out.
Where can I find my order number?
Your order number will be included in the confirmation email sent after your order is placed.
Is ordering online secure?
We take several measures to ensure customer data is secure and carry out regular security checks on our website.
Promotional codes
You can enter a promotional code in the promotion code box at checkout.
If your code is not working:
- Please check the promotion’s terms and conditions, including exclusions and expiry dates
- Some products may be excluded, or the promotion may have ended
If you believe a valid code is not working, please contact cvhspirits@mailmarkuk.com, and we will investigate. If appropriate, a replacement code will be issued.
Our products
Product characteristics are detailed on individual product pages. While every effort is made to display colours accurately, we cannot guarantee colours will appear exactly the same on all screens.
Purchase limits
Some products are produced in limited quantities. In these cases, we may restrict purchases to one or two bottles per customer to ensure fair access.
Restocking
Some products may be restocked. However, limited editions and single cask releases are produced in very small quantities and will not be restocked once sold out.
You can contact cvhspirits@mailmarkuk.com for further information.
Please note:
- Products sold online and those available at distillery visitor centres are part of separate shops
- We are unable to fulfil online orders directly from distillery locations
For any other queries, please contact our fulfilment partners at cvhspirits@mailmarkuk.com.
We reserve the right to update or amend this information at any time.