Delivery & Returns
Made with Pride. Backed with Care.
We’ll put things right—fast replacements or refunds.
Quick summary
- Delivery options: free delivery threshold (shown at checkout), standard delivery, and local delivery (where available).
- Carriers: Royal Mail, Parcelforce, APC, DPD.
- Timing: deliveries are usually completed within a week of dispatch (allow extra time at busy periods).
- Returns: unused items in original packaging may be returned within 30 days of receipt.
- Age check: alcohol can’t be delivered to under-18s; ID may be required on delivery (Challenge 25).
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Delivery
Services & costs
Delivery prices are shown during checkout. We offer a free delivery option above a set order value, a standard delivery option, and a local delivery option where available.
We partner with Royal Mail, Parcelforce, APC and DPD. If no one is available, the courier may leave your parcel in a safe place, with a neighbour, or leave a card to rearrange/collect.
Dispatch & timing
Deliveries are usually completed within a week of dispatch. Please notify us of any delivery problems as soon as possible. If we don’t hear from you within 28 days of dispatch, delivery is deemed successfully completed.
Local delivery
Local deliveries are made on a designated day of the week (we’ll confirm after you order). Licensing laws apply: we cannot deliver to anyone under 18.
Out-of-stock & custom items
If an item is out of stock, we may ship later (up to 28 days). We’ll contact you to confirm if you’d like to wait, substitute, or receive a refund. For custom-made or special-order items, we’ll advise timescales before you commit.
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Returns
Eligibility
- Items must be unused, in the same condition you received them, and in the original packaging.
- Returns window: 30 days from receipt of the product.
- Partial refunds may be granted for items not in original condition or with missing parts not due to our error.
How to start a return
- Email social@heart-of-scotland.com with your order number, reason for return, and proof of purchase. We’ll reply with a returns number and instructions.
- Return the item using a trackable service (shipping insurance recommended).
Return shipping: You’re responsible for return postage. Shipping costs are non-refundable; if a refund is issued, any return shipping we’ve paid may be deducted.
Refunds
Once your return is received and inspected, we’ll email you to confirm approval or rejection. Approved refunds are processed back to your original payment method. If your refund seems late, please check with your card issuer and bank, then contact us with your returns number.
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Licensing & age restriction
We comply with Scottish licensing laws. Orders can be placed online at any time; processing and local delivery operate between 10:00–22:00. Alcohol cannot be sold or supplied to persons under 18. By ordering for UK delivery, you confirm the recipient is 18+; we may cancel orders that breach this warranty.
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Contact
Email: social@heart-of-scotland.com
Postal: Heart of Scotland Distillery, Tower House, Main Street, Clackmannan, FK10 4JA