FREQUENTLY ASKED QUESTIONS

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 experience an issue or haven't received your products on time, you can contact our Customer Response team by completing the form at https://www.laphroaig.com/contact-us

Please select ‘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. Please verify your age before entering the site.

WHAT TO EXPECT WHEN PLACING MY ORDER?

Once you place your order, you will receive an order receipt confirmation. Once the order is ready to be shipped you will receive an order confirmation e-mail including your invoice and tracking details.

WHEN CAN I EXPECT MY ORDER?

It can take up to 2 business days for your order to ship - please note public and local holidays may delay shipping. Once shipped, deliveries within the UK and Germany can take approximately 1-2 business days. Delivery times to other shipping regions may take longer. When your order is on the way, you will receive a notification from us, as well as a tracking number to track your order. If you have any further questions, please contact our Distribution Team by completing the form at https://www.laphroaig.com/en-de/contact-us

Select ‘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 / I WANT TO CHANGE DELIVERY ADDRESS. CAN I CHANGE MY ORDER?

Once an order has been placed, it is immediately passed to our distribution team for processing. Because of this, orders cannot be altered or cancelled after they have been placed. If you do notice an error with your order, please contact our Distribution Team by completing the form at https://www.laphroaig.com/contact-us Select ‘OUR ONLINE STORE’ followed by ‘PROBLEM WITH MY ORDER’ and we will advise on possible solutions.

WHAT METHODS OF PAYMENT DO YOU ACCEPT?

We accept all major debit and credit cards.

WHICH COUNTRIES DO YOU SHIP TO?

We ship 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, Netherlands, Norway, Singapore, Slovenia, South Korea, Switzerland, Taiwan, United Kingdom.

FREE SHIPPING

Free Shipping to shipping markets delivery address is available to Friends of Laphroaig on orders valued over £150. Valid until 31/12/2026. Free shipping will be automatically applied at checkout to signed in users. We reserve the right to cancel, change or extend the offer and /or the applicable period at any time.

'NEWFRIEND' Coupon Promotion: This promotion offers free shipping on your first order placed with us after signing up. The free shipping offer is valid for first-time customers only on first order placed and can be used once per customer. Once the code has been applied at checkout, it cannot be used again, including if the payment for the order was not completed. Order must contain a bottle of any Whisky expression to qualify. This offer is available for redemption to shippable markets listed here but excludes redemption for orders to South Korea. We reserve the right to modify or cancel this promotion at any time without prior notice. By participating in this promotion, you agree to these terms and conditions.

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

This may be because the wrong country & language preferences were set.

If shipping to Germany, please navigate to the globe icon on the top right hand side and select your language as Germany (German).

If shipping to the United Kingdom, please navigate to the globe icon on the top right hand side and select your language as United Kingdom (English).

If shipping to any other country within our shipping areas, please navigate to the globe icon on the top right hand side and select your language as Global (English).

You can also check which location 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.

I’M HAVING TROUBLE PLACING MY ORDER

If you are having trouble placing your order, please contact our support team at https://www.laphroaig.com/en-gb/contact-us Please select the option ‘OUR ONLINE STORE’ followed by ‘PROBLEM WITH MY ORDER’. Our team will support as quickly as possible.

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: UK orders - https://www.dhl.com/gb-en/home/tracking.html DE orders - https://www.dhl.de/en/privatkunden/pakete-empfangen/verfolgen.html

CAN I CHOOSE A SPECIFIC DATE OR TIME FOR THE DELIVERY?

Unfortunately, it is not possible to choose a specific delivery date and time.

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

As our deliveries require age verification, service points, lockers and packstations cannot be used as delivery addresses.

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.

DO I HAVE TO DEAL WITH CUSTOMS OR OTHER EXTRA COSTS?

For orders within Germany or the UK: No, there are no hidden or additional fees that you may incur.

For deliveries to EU countries (excluding Finland, Estonia, and Latvia) orders are delivered under a Delivered Duty Paid (DDP) service. This means we clear the goods with customs and pay the applicable local taxes and duties directly for the destination country. You will not be asked to pay any additional costs prior to delivery.

For deliveries to Finland, Estonia, Latvia, and to countries outside of the UK, EU (as outlined above) orders are shipped under a Delivered at Place (DAP) service. VAT, sales tax, and duties are not charged at checkout for these destinations. However, your order may be subject to local sales taxes, customs duties, and handling fees upon arrival in the destination country. Any such additional charges are the responsibility of the recipient, and we have no control over these charges.

WHAT IF MY ORDER IS INCORRECT/DAMAGED ON DELIVERY?

If your order is damaged or incorrect when delivered, please let our Customer Service Team know as soon as possible. You can contact us at https://www.laphroaig.com/contact-us

Please select the option ‘OUR ONLINE STORE’ followed by 'PROBLEM WITH MY ORDER' on this form. Please include your order number, photographic evidence of the issue and as much detail as possible. After we have received proof of the issue we will process a refund or replacement if available.

CAN I GET A REFUND ON MY ORDER?

If you are not satisfied with your product, you may request a refund. Please contact our customer service team within 14 days of receiving your order at https://www.laphroaig.com/en-gb/contact-us Please select the option ‘OUR ONLINE STORE’, followed by ‘PROBLEM WITH MY ORDER’ Once you have notified us of your request for refund, please return the order to our fulfilment partner. You will be refunded for the value of the original order once the product has arrived back with us in the same condition it was shipped in, minus the original shipping cost. Please note, personalised orders (e.g. engraved products) are final sale and cannot be returned or cancelled once the order has been shipped.

HOW DO I RETURN AN ITEM?

If you are not satisfied with your product, you may request a return. Please contact our customer service team within 14 days of receiving your order at https://www.laphroaig.com/en-gb/contact-us Please select the option ‘OUR ONLINE STORE’, followed by ‘PROBLEM WITH MY ORDER’ You will be refunded for the value of the original order once the product has arrived back with us 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.

How to prepare the product for return.

The return parcel must include order information including Order Number + the Customer Name the order was placed by.

The order must be returned in its original packaging;

The return parcel must be sealed effectively to allow for return shipping without compromising the content;

and must be shipped back to our warehouse within (14) days of the date of delivery;

The return must be sent in one single shipment; products that belong to the same order must be returned to us at the same time.

Depending on your location the packaging would be sent to a different location. Please confirm with our customer service.

WHO PAYS THE COSTS OF RETURNING THE ORDER?

The buyer is responsible for the cost of returning the goods to our warehouse.

ARE THERE ANY CURRENT PROMOTIONS I CAN USE?

Promotions will be displayed across site when active. Become a Friend of Laphroaig to be the first to know about new launches and exclusive promotions.

HOW DO I APPLY A DISCOUNT TO MY ORDER?

To apply a discount code to your order please enter your valid code at the check-out. Once a code has been applied at checkout, it cannot be used again, including if the payment for the order was not completed. If you experience any issues, please contact our Customer Service team at https://www.laphroaig.com/en-gb/contact-us