FREQUENTLY ASKED QUESTIONS

WHO CAN ORDER FROM US?
 

In accordance with the Youth Protection Act, we only sell and ship our products to individuals aged 18 and over. Please confirm that you are at least 18 years old before entering our website.
 

WHAT TO EXPECT WHEN PLACING YOUR ORDER
 

Once you place your order, you’ll receive an order confirmation email acknowledging receipt of your purchase. When your order is ready to ship, we’ll send you a shipping confirmation email containing your invoice and tracking details so you can follow your delivery.
 

WHEN CAN I EXPECT MY ORDER?
 

Please allow up to 2 business days for your order to be dispatched. Public and local holidays may cause additional delays.
 

Once your order has been shipped, you’ll receive a shipping confirmation email with a tracking number so you can follow its progress.
 

If you have any questions, please contact our Distribution Team via the Contact Us form. For the quickest assistance, select ‘Our Online Store’, followed by ‘Where Is My Order’ when completing the form.

 

I’VE MADE A MISTAKE WITH MY ORDER OR NEED TO CHANGE MY DELIVERY ADDRESS. CAN I AMEND MY ORDER?
 

Once an order has been placed, it is immediately sent to our Distribution Team for processing. As a result, we’re unable to amend or cancel orders after they have been submitted.
 

If you’ve noticed an error with your order or need to update your delivery address, please contact our Distribution Team via the Contact Us form. Select ‘Our Online Store’, followed by ‘Problem With My Order’, and our team will advise you on the options available.

WHAT METHODS OF PAYMENT DO YOU ACCEPT?
 

We accept all major debit and credit cards, as well as PayPal, Apple Pay and Google Pay.

WHICH COUNTRIES DO YOU SHIP TO?

We ship available products to delivery addresses in Australia, Austria, Belgium, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Guernsey, Hong Kong, Iceland, Ireland, Italy, Japan, Jersey, Latvia, Lithuania, Luxembourg, Malaysia, Netherlands, New Zealand, Norway, Portugal, Singapore, Slovenia, South Africa, South Korea, Switzerland, Taiwan, Thailand, United Kingdom, United States*.
 

*We are only able to ship merchandise to the United States at this time.

FREE SHIPPING
 

Friends of Laphroaig – Free Shipping
 

Friends of Laphroaig can enjoy free shipping to eligible delivery destinations on orders over £130. This offer is valid until 31st December 2026. Free shipping will be applied automatically at checkout for customers who are signed in to their account.
 

We reserve the right to amend, withdraw or extend this offer, including its validity period, at any time.
 

‘NEWFRIEND’ Free Shipping Promotion
 

Sign up and enjoy free shipping on your first order with us using the code NEWFRIEND.
 

The following terms and conditions apply:
 

- This offer is available to first-time customers and can be redeemed once per customer on their first order only.

- Your order must include at least one bottle of any whisky expression to qualify.

- The offer is available for delivery to the UK.

- Once the code has been applied at checkout, it cannot be reused, even if the payment for that order is not completed.
 

We reserve the right to amend or cancel this promotion at any time without prior notice. By taking part in this promotion, you agree to these terms and conditions.

WHY DOES IT SAY ‘NOT SHIPPABLE TO MY COUNTRY’ WHEN I TRY TO PLACE AN ORDER?
 

This message may appear if your country and language preferences are set incorrectly.
 

To ensure you’re shopping from the correct store, please check your country and language settings using the globe icon in the top-right corner of the website:
 

• United Kingdom: Select United Kingdom (English).
• Germany: Select Germany (German).
• Other eligible shipping destinations: Select Global (English).
   

Alternatively, scroll to the bottom of the page and find the ‘Country & Language’ section. Select the store that corresponds to your delivery destination.
 

Please note that we can only ship to eligible destinations within our designated shipping areas.

I’M HAVING TROUBLE PLACING MY ORDER
 

If you’re experiencing difficulties placing your order, please contact our Support Team via our Contact Us form. Select ‘Our Online Store’, followed by ‘Website Question/Issue’, and our team will assist you as soon as possible.

WHO DELIVERS MY ORDER?
 

All UK orders are delivered by our courier DPD. You can use your tracking number to track your order through the DPD website here: 
DPD (UK) - Follow My Parcel

CAN I CHOOSE A SPECIFIC DATE OR TIME FOR DELIVERY?
 

Unfortunately, we’re unable to offer a specific delivery date or time. Once your order has been dispatched, you can use the tracking details provided in your shipping confirmation email to follow its progress.

CAN I HAVE MY ORDER DELIVERED TO A SERVICE POINT OR PACKSTATION?
 

Unfortunately, we’re unable to deliver orders to service points, parcel lockers or Packstations. As all deliveries require age verification upon receipt, orders must be sent to an eligible delivery address where this verification can take place.

HOW MUCH DOES SHIPPING COST?
 

Enjoy free UK delivery on orders over £130.

For orders under £130, a delivery fee of £4.00 applies.

 

DO I HAVE TO PAY CUSTOMS DUTIES OR OTHER ADDITIONAL FEES?
 

United Kingdom
 

No. For deliveries within the United Kingdom, there are no hidden fees or additional charges to pay.
 

European Union
 

Orders delivered to EU countries, excluding Finland, Estonia and Latvia, are shipped under a Delivered Duty Paid (DDP) service. This means we handle customs clearance and pay the applicable local taxes and duties on your behalf. You won’t be asked to pay any additional charges before delivery.
 

Finland, Estonia, Latvia and other international destinations
 

Orders delivered to Finland, Estonia, Latvia and destinations outside the UK and the EU countries covered above are shipped under a Delivered at Place (DAP) service.
 

VAT, sales tax and customs duties are not charged at checkout for these destinations. However, additional charges, such as local taxes, customs duties or handling fees, may apply when your order arrives. Any such charges are the responsibility of the recipient and are determined by the relevant local authorities or service providers. Unfortunately, we have no control over these fees.
 

WHERE IS MY ORDER?
 

Once your order has been dispatched, we’ll send you a shipping confirmation email containing your tracking number so you can follow your delivery’s progress.
 

If your order hasn’t arrived within the expected timeframe or you’re experiencing any issues with your delivery, please contact our Customer Response Team via the Contact Us form. Select ‘Our Online Store’, followed by ‘Where Is My Order’, to help us resolve your enquiry as quickly as possible.

WHAT IF MY ORDER ARRIVES DAMAGED OR INCORRECT?
 

If your order arrives damaged or contains the wrong items, please contact our Customer Service Team as soon as possible via our Contact Us form. Select ‘Our Online Store’, followed by ‘Problem With My Order’. Please include your order number, photographs showing the issue, and as much detail as possible to help us resolve your enquiry quickly.
 

Once we’ve received and reviewed the evidence, we’ll arrange a refund or replacement, subject to availability and the outcome of our assessment.

CAN I GET A REFUND ON MY ORDER?
 

If you’re not satisfied with your purchase, you can request a refund by contacting our Customer Service Team within 14 days of receiving your order via our Contact Us form. Select ‘Our Online Store’, followed by ‘Problem With My Order’, to submit your request.
 

Once you’ve notified us of your refund request, you’ll need to return the order to our fulfilment partner. Your refund will be processed once the returned items have been received in the same condition in which they were originally shipped. The refund will cover the value of the products, excluding the original shipping cost.
 

Please note that personalised products, such as engraved items, are final sale and cannot be returned or cancelled once they have been shipped.

HOW DO I RETURN AN ITEM?
 

If you’re not satisfied with your purchase, you can request a return by contacting our Customer Service Team within 14 days of receiving your order via our Contact Us form. Select ‘Our Online Store’, followed by ‘Problem With My Order’, and our team will guide you through the returns process.
 

Your refund will be processed once your returned items have been received in the same condition in which they were originally shipped.
 

Please note that personalised products, such as engraved items, are final sale and cannot be returned or cancelled once they have been shipped.
 

How to Prepare Your Return
 

To help ensure your return is processed smoothly, please follow these guidelines:
 

- Include your order details: Please include your order number and the full name used when placing the order inside your return parcel. This will help us identify your order and process your return efficiently.

- Use the original packaging: Return the items in their original packaging.

- Seal the parcel securely: Ensure the parcel is sealed properly to protect its contents during transit.

- Return within 14 days: Send the parcel back to our warehouse within 14 days of the delivery date.

- Return all items together: All items from the same order must be returned in a single shipment.
 

Where Should I Send My Return?
 

The return address may vary depending on your location. Please contact our Customer Service Team before sending your parcel to confirm the correct return address and instructions.

WHO PAYS FOR THE RETURN SHIPPING COSTS?
 

The customer is responsible for the cost of returning the items to our warehouse.

ARE THERE ANY CURRENT PROMOTIONS I CAN USE?
 

Any active promotions will be displayed on our website. Become a Friend of Laphroaig to be among the first to hear about new product launches, exclusive offers and upcoming promotions.

HOW DO I APPLY A DISCOUNT TO MY ORDER?
 

To redeem a discount, enter your valid discount code at checkout before completing your purchase.
 

Please note that once a code has been applied at checkout, it cannot be used again, even if the payment for that order is not completed.
 

If you experience any issues applying your discount code, please contact our Customer Service Team via the Contact Us form.
 

Select ‘Our Online Store’, followed by ‘Payment Issues’, and our team will assist you as soon as possible.