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. 

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 Germany can take approximately 1-2 business days. 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?

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’. This will ensure your issue is solved as quickly as possible.
 

Order cancellations or changes can only be considered 1 hour after you received the confirmation message. 
 

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 within Australia,Austria,Belgium,Denmark,Finland,France,Germany, Italy,Israel,  Japan, Netherlands, Norway, Singapore, Switzerland, Taiwan, United Kingdom.
 

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.
 

WHAT IF MY ORDER IS INCORRECT/DAMAGED ON DELIVERY?

If your order is damaged or incorrect, 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 ‘PRODUCT OR PACKAGING ISSUE’ on this form. Please note we will require a photograph to support the issue. After we have received proof of the issue we will process a refund or replacement if available. 
 

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 ‘OTHER INQUIRY’ followed by ‘WEBSITE QUESTION/ISSUE’. Our team will support as quickly as possible. 
 

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’  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.
 

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
 

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 orders to Rest of World: 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.
 

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. 
 

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.
 

ARE THERE ANY CURRENT PROMOTIONS I CAN USE?

Promotions will be displayed across site when active. Become a member 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. If you experience any issues, please contact our Customer Service team at https://www.laphroaig.com/en-gb/contact-us 
 

WHAT DELIVERY CARRIERS DO YOU USE?

For orders shipping to the UK, the delivery carrier is DHL
For orders shipping to Germany and Austria, the delivery carrier is DHL.
For orders shipping elsewhere, delivery carriers will vary. For more information please reach our customer service team using the contact form https://www.laphroaig.com/en-gb/contact-us 

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

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