FAQ

HELP AND QUESTIONS

ENGRAVING - Our engraving services are temporarily disabled.

GIFT WRAPPING AND GIFT NOTE – Our gifting services are temporarily disabled.

We’re working to bring these services back as soon as possible and apologize for the inconvenience.

TOUR BOOKING FAQS

For support on tour bookings, please contact the distillery directly:

Blair Athol: blair.athol@malts.com

Brora: brora@malts.com

Caol Ila: caolila@malts.com

Cardhu: cardhu@malts.com

Clynelish: clynelish@malts.com

Cragganmore: cragganmore@malts.com

Dalwhinnie: dalwhinnie@malts.com

Glenkinchie: glenkinchie@malts.com

Johnnie Walker Princes Street: reservations.jwps@diageo.com

Lagavulin: lagavulin@malts.com

Oban: oban@malts.com

Royal Lochnagar: royal.lochnagar@malts.com

Talisker: talisker@malts.com

The Singleton of Glen Ord: glen.ord@malts.com

If errors occur or should you require any assistance with the tour booking site, please contact support@anyroad.com.

DELIVERY INFORMATION

CAN I ORDER ITEMS TO BE DELIVERED OUTSIDE GERMANY? Unfortunately, we are unable to deliver internationally and can only deliver within Germany.

WHO DELIVERS MY ORDER? We use a third-party delivery partner to deliver your order, e.g. UPS. You will be notified of the courier tracking information within the Order Despatch email

WHO CAN RECEIVE THE ORDER? You must be aged 18 or above to receive the delivery. If you are lucky enough to look under 25 the driver may ask for proof of ID. We reserve the right to cancel your Order if you are unable to provide your ID upon delivery. Please see full Terms of Sale for more information.

CAN I CHOOSE A SEPARATE BILLING AND DELIVERY ADDRESS? Yes, a delivery address for your order can be different from your Billing address. However, an Order cannot be delivered to multiple addresses or outside of Germany.

DO YOU DELIVER AT THE WEEKEND? We deliver on Saturdays but deliveries will not be made on Sundays or Bank Holidays.

WHAT IF I’M NOT AT HOME WHEN YOU DELIVER? If we are unable to deliver on a first attempt, the courier will attempt to re-deliver. After 3 delivery attempts the package is returned to the warehouse. Please see Terms of Sale or more information

DO YOU OFFER CLICK & COLLECT? We do not offer a Click & Collect service

HOW CAN I TRACK MY ORDER? You will receive a despatch email confirmation once your Order has left our warehouse. This email will contain a tracking number which you can use on our courier’s website to track your Order.

I NEED HELP WITH MY ORDER / I HAVE A QUESTION THAT IS NOT COVERED HERE, WHAT DO I DO? Pleaseclick hereto contact our customer service team with your query. We will respond to pending order related queries within one working day, all other queries will be responded to within two working days.

WHAT DOES STANDARD DELIVERY MEAN? Your Order will typically arrive within 3-5 working days of leaving our warehouse of which you will be notified via the Despatch confirmation email. You will be able to track your order via our courier’s website, using the information provided in the Despatch email.

WHAT DELIVERY FEES ARE APPLICABLE? Delivery fees may apply depending upon your delivery selection and order value. This is applied and visible during check out.

PAYMENTS

HOW CAN I PAY? Payment for all Products must be in Euro. Accepted payment methods are Mastercard, Visa, American Express, Maestro Paypal, Google Pay, Shop Pay and Apple Pay.

WHEN WILL I BE CHARGED FOR MY PURCHASE? We will take payment from your card at time of purchase.

HOW DO I REDEEM A VOUCHER CODE? Please remember to enter your voucher code on the checkout page as you will not be able to redeem the voucher after the purchase is completed. Please read carefully through each voucher’s terms & conditions, which you can find hereOnly one voucher can be used on each transaction.

RETURNS AND REPLACEMENTS

I’VE NOTICED A MISTAKE! CAN I CHANGE MY ORDER? We understand that sometimes you may need to amend your order and we will do our best to assist you with this. However, our warehouse is quick at despatching orders as soon as they come through so we may not be able to make changes in time. Pleasecontact us hereas soon as possible and our Customer Services team will do their best to make the required changes where possible.

HOW DO I RETURN AN ITEM? If you are not satisfied with your product for whatever reason, you may request a return from customer support here within 14 days of receiving your order there may be a charge for this Customer Care will advise of this during initial contact. Customer support will arrange a courier collection of your items. You will be given a full refund once the returned product is received in the same condition it was shipped in (with the exception of shipping charges (if applicable).Personalised orders (ie. engraved products) are final sale and cannot be returned or cancelled once the order has been despatched.

HOW CAN I PACKAGE AN ITEM FOR RETURN? Given our products contain glass, we ask that you take special care to ensure the returned goods are packaged safely to withstand return shipment. We therefore advise that you retain the original packaging which is designed to protect the product during transit, alternatively please ensure it is sufficiently protected within a package to return. Unfortunately, we will not be able to refund any items that were damaged in return transit due to poor packaging.

WHAT IS THE STATUS OF MY REFUND? Refunds are processed when the returned product arrives at the warehouse and quality check is complete. You will receive an email confirmation once your return order is refunded. From then, it can take between 5 – 10 working days for refund to appear in your account.

CAN YOU PROCESS THE REFUND TO ALTERNATIVE PAYMENT METHODS? The refund can only be processed to the payment method used for the original purchase.

HOW LONG DO I HAVE TO RETURN THE PRODUCT FOR A REFUND? The product should be returned within 14 days of the request to refund in the same condition it was shipped, in order to complete quality check and refund payment.If the product is not faulty, you will have 14 days from the day you received the product to request a refund.

WHAT IF MY PRODUCT IS FAULTY/INCORRECT/DAMAGED ON DELIVERY? If you find an issue with your product please let our Customer Support Team know as soon as possible. You cancontact us here. Please note you will need to provide a photograph of the issue and having received proof of incorrect/damaged or defective products we will either refund you or offer you a replacement.

PRODUCT FAQS

HAVE A QUESTION ABOUT A SPECIFIC BRAND, WHERE CAN I FIND ANSWERS? We have loads of information about all of our brands, start exploring on Our Whisky Insider section on the site

THE PRODUCT I WANT ISN’T AVAILABLE, WHERE CAN I FIND OUT WHEN IT WILL BE? Let us know what you were looking for bycontacting Customer Support hereand we can tell you when it should be available again.

CAN I PREORDER A BOTTLE THAT IS NOT AVAILABLE YET OR RESERVE A BOTTLE TO BUY LATER? All sales are first come first served once the stock is available online. We cannot hold or reserve stock at this time however we continue to assess demand and continuously improve our processes to meet our customer needs.

GET IN TOUCH

WHAT ARE YOUR CUSTOMER SERVICE HOURS? Customer services operational hours are Monday – Friday 10am – 6pm (excluding National Holidays).

HOW DO I CONTACT CUSTOMER SERVICE? Pleaseclick hereto contact our customer service team with your query. We will respond to pending order related queries within 1 working day, all other queries will be responded to within 2 working days.You can also contact the team on + 49 4034 9700920

CAN I PERSONALISE MY ORDER? Yes, we have an option to personalise your order by adding a personalised note during the checkout process. Please note Malts.com will follow strictest guidelines with regards to the language used within personalised notes, in line with company guidelines. We reserve the right to cancel an order or not to add a bespoke message to the order if we consider that the proposed personalisation contains inappropriate language.

I’M HAVING TROUBLE PLACING MY ORDER? If you are having trouble navigating the site, placing your order or are experiencing issues with how the site is displayed, please contact the Customer Support teamhereand let us know of the issues you are experiencing

FREE ITEMS

All free items are subject to availability and are subject to change without notification. All pictures shown are for illustration purpose only.

I WANT TO SEND MY PURCHASE AS A GIFT, CAN YOU EMAIL ME AN INVOICE AND NOT INCLUDE IT IN THE DELIVERY? All orders are despatched without invoices, we will send the invoice to the email address provided when placing the order.