Online Shopping FAQs
Shipping is calculated by order weight. A full breakdown of the charges including tax can be seen at checkout. Please note, prices may appear differently on the site depending on where you have set your shipping address to. This is due to some countries including taxes e.g., products in the UK are inclusive of VAT.
If the item is in stock, orders to the UK mainland can expect to receive orders in 3-5 business days. Our orders are shipped on business days only, by our fulfilment partner’s warehouse in Glasgow, Scotland.
We can ship to the EU except for France, Sweden, Poland, Slovakia and Italy. Due to Brexit surcharges and resultant processing fees, our delivery cost has increased, however, we will continue to process all fees on the website to ensure a seamless transaction for you. In addition to shipping charges, the following will also be charged at checkout: Courier Shipping Brexit Surcharge: £5 Customs Clearance: £6 Please allow extra time for orders going to the EU as due to Brexit, there may be a small delay in customs.
No, we process all fees and taxes on our website, with the exception of Spain and Finland. Due to updates in local customs, VAT is no longer added on our website and the consumer will need to pay this upon delivery.
Once you place your order, it usually takes 24 hours for our fulfilment partners to process and send it. (Please note, this may be longer at busy times or if we are waiting on a delivery of stock). As soon as it ships, you’ll receive a confirmation email and tracking information. You can also log in to your account to see your order status.
We do not provide refunds unless your product is faulty or damaged. We will provide a refund or provide a replacement where available for any products received damaged or faulty, provided we are notified within 3 working days of receipt. Where a replacement item is not available, due to it being discontinued or the original item being a “One Off,” we will reimburse you for the full cost of the item only and any shipping costs. No compensation will be paid. Upon receipt of your order, the order should be carefully inspected to make sure that it is intact and in full. The courier must be informed of breakages or shortages at the time of delivery. We may not (at our sole discretion) accept any claims for breakages or shortages unless they are stated on the courier’s documentation. We must have confirmation of these breakages or shortages within 3 working days of delivery. Photographic evidence is required by our carrier company if an item has been damaged during transit. In the case of a return being necessary, our fulfilment partners will be in touch to arrange a courier to collect the item. Please note, you may be required to be available for a set amount of time to do this.
If you would like to cancel your order, please contact us on firstname.lastname@example.org as soon as possible. If your order has already been dispatched, we will not be able to process the cancellation until the goods are returned to us. Please allow 7-10 days for the money to show in your account after cancelling an order.
Unfortunately, we cannot combine multiple orders, regardless if they are going to the same shipping address and were placed on the same day. We would ask you to be patient with the site and check your basket to ensure you have everything you are looking for in the one order before checking out.
Once your order is placed, you’ll be sent an order confirmation email with your order number and details. Please check your junk folder if this does not appear in your inbox.
Please check the terms & conditions associated with the promotion for all the details on inclusions and exclusions and timings. Some items you are trying to purchase may be excluded from the promotion, or the promotion may have ended. If you believe the promotional code should work on your order and you are still having issues with it, please contact email@example.com and we will investigate your issue, and, if relevant, give you a new code.
Some of our products are very limited in number, therefore, sometimes we may limit the number of bottles available to purchase to one or two per person. This is to give more people the chance to get our most popular bottlings.
Depending on the product, we will restock. However, items such as limited editions or single cask whiskies only have a small number of bottles so once they’re sold out online, there will be no more. Sometimes an item which has sold out online is still available at the distillery visitor centre. These are two separate shops, so we are unable to process orders and send directly from the distillery.
If you would like to attend one of our distillery experiences, we ask you to book ahead of arriving, as spaces are limited. You can do this online at https://deanstonmalt.digitickets.co.uk/tickets. If you would just like to come and see us in the Visitor Centre you do not need to book in advance.
Unfortunately we cannot issue any refunds for cancellations. If you cannot make the tour time chosen, please contact the distillery as soon as possible as time bookings can only be changed at the discretion of the distillery and are subject to availability.
If you are running late, please let us know as soon as possible by calling the Visitor Centre on +44 (0) 1786 843 010). Please report to the Visitor Centre when you arrive and a member of the team will take you to the tasting or tour area. Please note, we cannot start a tasting or tour outside of the available booking times, so you may miss some information if arriving late.
Please aim to arrive about 10 minutes before your experience is due to start. When you arrive at Deanston, please park in the car park if you have a car, and come to the Visitor Centre (this is a short walk from the carpark and is clearly sign posted. Please note, it is not the first building you see with the steps). Let a member of the team know you're here and they'll take you to the experience when it is ready to begin.
Yes, we are following Scottish government guidance, meaning face coverings don’t need to be worn in our shop, café, or when booked in our Warehouse Experiences and Tasting Experiences, however, facemask continue to be compulsory according to our company policy when on a tour of the production areas. In addition, if our shop gets too busy, we may ask you to wait outside for a short period of time. We ask you to please make use of the hand sanitiser available at our Visitor Centre, and if you are attending a tasting, we will check your temperature. Our biggest priority is to keep our visitors, team and the local community safe, so we thank you in advance for your patience and cooperation.
Not all surfaces at the distillery are completely level, so we would recommend you wear sensible footwear (no high heels or flip flops). If you are attending one of our warehouse experiences, please wear warm clothing as the warehouses are kept at a consistently cool temperature.
If you're driving, we offer 'driver's drams' so you can take away the whisky tasted in the experience to enjoy in your own time at home.
Anyone under the age of 18 must be accompanied by an adult at all times, whilst on the premises. Anyone who appears to be under the age of 25 may be asked to present a valid photo ID or passport as proof of age in order to taste or purchase any alcohol, in terms of the Licensing (Scotland) Act 2005. Children of all ages are welcome inside the Visitor Centre itself, this includes the shop and the Coffee Bothy. Children under the age of 12 years old are not permitted inside of the production areas therefore are unable to attend our Distillery Tours. Furthermore, anyone under the age of 18 years old are unable to attend our Warehouse 4 experience.
Well behaved pets are welcome in our Visitor Centre, however, due to health and safety, pets are not permitted in production and food and drink areas.