FREQUENTLY ASKED QUESTIONS

LAST UPDATED: February 14, 2024

WHO IS THE DISTRIBUTOR?

 

BSQ UK Limited (1 Chamberlain Square CS, Birmingham, UK B3 3AX) is the retail operator (AWRS #: XCAW00000113376).

 

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 Distribution Team by completing the form at https://www.laphroaig.com/en-gb/contact-us and selecting ‘OUR ONLINE STORE’ followed by ‘PROBLEM WITH MY ORDER’. This will ensure your issue is solved as quickly as possible.

 

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?

 

It can take up to 7 business days for your order to ship. Once shipped, deliveries within Germany can take approximately 3-5 business days. International delivery times can vary, with some deliveries taking 3-4 weeks. 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 further question, please contact Distribution Team by completing the form at https://www.laphroaig.com/en-gb/contact-us and selecting ‘OUR ONLINE STORE’ followed by ‘PROBLEM WITH MY ORDER’. This will ensure your issue is solved as quickly as possible

 

I’VE NOTICED A MISTAKE WITH MY ORDER. CAN I CHANGE MY ORDER?

 

Please contact our Distribution Team by completing the form at https://www.laphroaig.com/en-gb/contact-us and selecting ‘OUR ONLINE STORE’ followed by ‘PROBLEM WITH MY ORDER’. This will ensure your issue is solved as quickly as possible.

 

WHAT METHODS OF PAYMENT DO YOU ACCEPT?

 

We accept all major debit and credit cards, PayPal.

 

WHICH COUNTRIES DO YOU SHIP TO?

 

At this time, we can only deliver products to addresses within Austria, Australia, France, Germany, Israel, Italy, Japan, Netherlands, Norway, Singapore, Sweden, Switzerland, Belgium, Taiwan, United Kingdom (excluding Jersey and Guernsey) and the United States (merchandise only).

 

WHEN I TRY TO PLACE AN ORDER IT SAYS ‘NOT SHIPPABLE TO MY COUNTRY’. WHY IS THAT?

 

The cause is that you’re most likely looking at the wrong webstore for your shipping country.

If shipping to the United Kingdom, please use our UK webstore.

If shipping to Germany, please use our German webstore.

If shipping to any other country within our shipping areas, please use our Global webstore.

You can check which webstore you are in by scrolling to the bottom of the page to the ‘Country & Language’ section and selecting the store that is applicable for you.

 

WHAT IF MY ORDER IS INCORRECT/DAMAGED ON DELIVERY?

 

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-gb/contact-us and selecting ‘PRODUCT OR PACKAGING ISSUE’. 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 are having trouble placing your order, please email us at https://www.laphroaig.com/en-gb/contact-us and selecting ‘OTHER INQUIRY’ followed by ‘WEBSITE QUESTION/ISSUE’.

 

CAN I PURCHASE WHISKY ACCESSORIES SEPARATELY ON LAPHROAIG.COM?

 

Yes. Please view our merchandise at https://www.laphroaig.com/en-gb/merchandise

 

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-gb/contact-us and selecting ‘OUR ONLINE STORE’, followed by ‘PROBLEM WITH MY ORDER’ 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 organisations around the world. You can use your tracking number to track your order through the DHL website here:  https://www.dhl.com/gb-en/home/location-selector.html 
And select the country you are shipping to.

 

DO I HAVE TO DEAL WITH CUTOMS 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.