Frequently Asked Questions
1. GENERAL INFORMATION
BSQ UK Limited is the retail operator for the UK (AWRS #: XCAW00000113376).
Further company details can be found in the Terms of Sale.
2. ORDER & SHIPMENT FAQS
WHERE IS MY ORDER?
Once your order is out for delivery, we will send you a confirmation email which will include your shipment tracking number. If you have trouble or haven't received your products on time, you can contact our Customer Service Team team by email at https://www.laphroaig.com/en/contact-us.
WHO CAN ORDER FROM US?
In accordance with the Youth Protection Act, we only ship our products to customers over the age of 18. We ask you to verify your age if you want to order something from us.
WHEN CAN I EXPECT MY ORDER?
Deliveries within Germany can take approximately 3-5 business days. International delivery times can vary, with some deliveries taking 3-4 weeks. It can take up to 7 business days for your order to ship. We apologize in advance for any inconvenience. When your order is on the way, you will receive a notification from us, as well as a tracking number with which you can track your order. If you have any questions about your order, please email our Customer Service Team at https://www.laphroaig.com/en/contact-us.
I’VE NOTICED A MISTAKE! CAN I CHANGE MY ORDER?
Please contact our Customer Service Team at https://www.laphroaig.com/en/contact-us.
HOW CAN I PAY?
We accept all major UK debit and credit cards, PayPal, Google Pay, and Apple Pay.
WHICH COUNTRIES DO YOU SHIP TO?
At this time, we can only deliver products to addresses within Germany, United Kingdom, Netherlands, Sweden, Austria, Japan, Switzerland, Australia, Taiwan, Norway, Singapore, Israel, France, United States (merchandise only).
WHAT IF MY ORDER IS INCORRECT/DAMAGED ON DELIVERY?
If you find an issue with your order, please let our friendly Customer Service\s Team know as soon as possible. You can contact us at https://www.laphroaig.com/en/contact-us. Please note you will need to provide a photograph of the issue. After we have and after having received proof of incorrect/damaged or defective products, we will either refund you or offer you a replacement.
I’M HAVING TROUBLE PLACING MY ORDER
If you find an issue with your order, please let our friendly Customer Service Team know as soon as possible. You can contact us at https://www.laphroaig.com/en/contact-us.
CAN I PURCHASE WHISKY ACCESSORIES SEPARATELY ON LAPHROAIG.COM?
Yes. Please view our merchandise at https://www.laphroaig.com/en/shop-global.
CAN I GET A REFUND ON MY ORDER?
If you are not satisfied with your product, you may request a return from customer service at https://www.laphroaig.com/en/contact-us within 14 days of receiving your order. You will be refunded for the value of the original order once the product is received in the same condition it was shipped in. Please note, personalised orders (e.g., engraved products) are final sale and cannot be returned or cancelled once the order has been shipped.
WHO DELIVERS MY ORDER?
All standard orders are delivered by our courier DHL, and their respective partner organizations around the world. You can use your tracking number to track your order through the DHL website here: https://www.dhl.de/en/privatkunden/dhl-sendungsverfolgung.html.
DO I HAVE TO RECKON WITH CUSTOMS OR OTHER EXTRA COSTS?
For orders within Germany: No, there are no hidden or additional fees that you may incur. What you see at checkout is what you pay for.
For orders to Rest of World: All orders are shipped from Germany. As they are on their way to the delivery country, additional customs duties may apply upon arrival.
HOW MUCH DO I HAVE TO PAY FOR SHIPPING?
The shipping costs are calculated according to the weight and number of bottles. Your shipping rate is calculated for you upon checkout.