Frequently Asked Questions
1. Where can I buy The Glenrothes whisky?
The Glenrothes whiskies are available in selected retailers and specialist whisky shops around the world. A featured range of The Glenrothes whiskies are available to buy online from The Glenrothes Online Shop.
2. Is there a minimum order?
No, we are happy to ship just one item.
3. What payment methods do you accept?
Payment for goods can only be made using one of the following credit/debit cards: MasterCard, Visa, Visa Debit and American Express. You may also pay using your PayPal account. Your credit/debit card details will be transmitted securely. Please note, payment will be taken at the point of purchase.
The Glenrothes reserves the right to alter the prices of the goods on offer online at any time without prior notice. However, the total price quoted will not change after your order has been acknowledged and that price includes VAT, packaging and delivery to the address given in the order form.
All transactions are made in pound sterling and The Glenrothes are not liable for any additional exchange differences.
4. Can I order by phone?
Unfortunately we cannot accept payment by phone. If you require any assistance please email shop@theglenrothes.com.
5. Where do you deliver to?
We currently offer delivery of our whiskies to a limited number of international destinations and international delivery of our non-whisky range. The full list of countries will be available as you check out or by clicking HERE. If a product is unavailable for delivery to your country it will be removed from your basket.
We are continually working to expand the range of countries we can deliver to and from time to time we can offer international delivery for special releases.
6. Can I provide different billing and shipping addresses?
Yes. When placing your order enter the name and address of the person you want us to ship to in the 'Shipping Address’ section.
7. Why is whisky The Glenrothes not available for delivery to my country?
We are currently only able to provide shipping to a limited number of countries however we are continually working to expand the range of countries we can deliver to.
8. I’ve placed an order but not received a confirmation email, have you received my order?
Please check your SPAM folder to see if the confirmation email has been received. Please add shop@theglenrothes.com to your safe senders list. If you have not received your confirmation email please contact us at shop@theglenrothes.com.
9. Who will deliver my bottle?
Your order will be fulfilled by our fulfilment partners Mail Marketing UK and it will be delivered by DHL. You will receive a DHL shipment notification which will allow you to track your delivery. A signature will be required on delivery.
10. What extra charges might apply for delivery to my chosen country?
All alcohol products sold by The Glenrothes Online Shop are sold subject to UK alcohol tax. If we are exporting products to an address in the European Union (EU) prices are subject to the appropriate rate of VAT and alcohol tax depending on the delivery country.
For all deliveries outside of the EU, UK VAT will not be charged. However, your order will be subject to local sales taxes and duties upon arrival in your chosen country, which are levied at the time the package clears customs. All additional charges are the responsibility of the recipient. As customs policies vary widely from country to country, The Glenrothes Online Shop has no control over these charges. Please contact your local customs office for further information. Refusal to pay the local charges may result in the goods being destroyed or returned to the sender.
11. What is your returns policy for online orders?
If, upon delivery of your order, you change your mind and wish to return all or part of your order for any reason, you may do so within 7 working days of delivery. Any bottles must be unopened and you will be responsible for paying the return postage and packaging (using adequate packaging). We will refund your credit or debit card with an amount equivalent to the returned goods within 30 days.
12. What is your returns policy for online orders which are damaged or incorrect?
If, upon delivery of your order, the goods are damaged or incorrect, please email your order number and proof of damage to shop@theglenrothes.com. Please provide as much information as possible including your order number and details of any damage including photographs. We will arrange for your order to be returned at our cost and we will do our best to provide a replacement if available. If a replacement is not available we will refund the full cost of the item only. No compensation will be paid. Your statutory rights are not affected. The full replacements policy is available in our Terms & Conditions.
13. What are the terms and conditions for purchases made via The Glenrothes Online Shop?
Our full terms and conditions are available HERE.
14. What data protection, privacy and security protocols do you have in place?
Details of our protocols are available HERE.
15. What happens if an item I order is out of stock?
While we aim to hold all items featured on our website in stock, there are occasions when, due to high demand, we run out of certain items. Should this occur while processing your order, we will contact you by email. We will give you the opportunity to select an alternative item, to cancel the item from your order, or, where applicable, to wait for the product to come back into stock.
16. How much does delivery cost?
The delivery cost depends on your selected delivery country and the weight of your order. The delivery cost will be calculated for you during the check-out process.
17. How quickly will my delivery arrive?
Orders will normally be fulfilled within 5-14 working days of receipt, with the exception of the Christmas period and special releases. The standard delivery times are 1-5 working days for UK delivery, up to 10 working days for EU delivery and up to 14 working days for the rest of the world.
Within 1 working day of placing your order you will receive a confirmation of your order by email along with your purchase reference number. This number should be retained for future reference. You will then receive an email or SMS message from our designated delivery partner when your order is out for shipment.
18. Can I contact someone by phone for assistance with my online order?
Please contact our fulfilment partners Mail Marketing to order by phone UK & International: +44 800 197 5624 . The Office is open 9-5pm (UK time), Monday to Friday.
