FAQs

For the Core Collection, you can purchase a maximum of six bottles per order. For all other expressions, you can purchase a maximum of one bottle per order.

Our terms and conditions of sale can be found here.

Orders can only be placed on our website. If you are having any issues with placing an order please contact our Customer Service team.

We may offer occasional promotions.

We accept Visa, Visa Debit, MasterCard, American Express, Google Pay, Apple Pay, PayPal, and Shop Pay.

Please contact our Customer Service team.

Your confirmation email may have ended up in your junk mail. If this is not the case then please contact our Customer Service team who will check your order.

We only accept GBP.

Yes we can. If you need a VAT receipt, please contact our Customer Service team and they can arrange this.

We can currently send our whiskies to the locations listed below.

Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Norway, Portugal, Slovenia and Switzerland.

If a product is unavailable for delivery to your country, you will be notified at checkout.  Should you wish to purchase our whiskies, please contact us for information on stockists.

For deliveries to Estonia, Finland, Iceland, Norway and Switzerland, UK VAT will not be charged. These markets operate as DAP (Delivered at Place). However, your order may be subject to local sales taxes and duties upon arrival in your chosen delivery location, which are levied at the time the package clears customs. All additional charges are the responsibility of the recipient. As customs policies vary widely from country to country, Fettercairn has no control over these charges. Please contact your local customs office for further information. We also cannot refund any customs charges in the case of a return or refund. 

For deliveries to all other EU countries, we have arranged for your order to be delivered as a DDP (Deliver Duty Paid) order. We bear all risk and costs associated with delivering goods to the named place of destination. We have arranged for your taxes to be billed back to Fettercairn. Please do not pay them if asked by the courier or customs as we cannot refund any customs charges that you have paid.  Once cleared, your order will be released for delivery.

Please be aware that the courier will require local contact information for delivery.  As such, if you are placing the order as a gift, please enter the recipient’s local contact information at the checkout to facilitate this.

Following Brexit, customs may require to get in touch with the recipient to confirm the contents of the order and verify that the order is for personal consumption. 

For deliveries to Italy, you’ll need an Italian tax code, also known as a “Codice Fiscale".

The Codice Fiscale serves as a unique identifier for individuals and legal entities in Italy. The Codice Fiscale is a tax identification number used in all interaction with government agencies and public administration in Italy. It is a unique identity code devised from an individual's name, date and place of birth.

Our delivery partners will contact you upon arrival to your country to request this number. Please note if this is not provided the order may be returned.

Shipping is complimentary on all orders.

Orders placed before 1pm Monday to Friday will usually be dispatched the same day and will be delivered by DPD. Orders placed after 1pm, on weekends or on bank holidays will be dispatched the next working day. For mainland UK, orders will usually be delivered within 1 to 3 working days. For some rural areas, delivery times can be up to 5 working days.

Our standard delivery times are up to 5-10 days for EU. All orders are delivered by courier, as advised in dispatch notification.

If you have not received your delivery within these timescales, please contact our Consumer Service team.

To change your delivery address before your order has been processed please contact our Customer Service team and they will help with any changes.

If your order has already been processed and dispatched you will have received a DPD notification that will allow you to change your final delivery address. Please see the DPD help page for further information.

Once your order has been processed and dispatched you can change your delivery date through DPD using the tracking code provided in our dispatched email.

We require a responsible adult of the legal purchase age to accept the delivery.

No, our distillery shop is currently unable to provide collection for orders placed on the website.

Our delivery partner will attempt to redeliver and notify you when this will be done.

You can re-arrange delivery via DPD using the original tracking email. DPD will attempt delivery up to 3 times. If they are unable to deliver a third time it will be returned to our warehouse and our Customer Service team will reach out to you to confirm if we should reattempt delivery.

If you wish to cancel your order please contact our Customer Service team and they will advise you accordingly.

If you have opened your bottle and there seems to be something wrong with the quality of the whisky please contact our Customer Service team who will help to arrange a return of the bottle to our team for analysis. 

If we are able to, we will arrange a replacement bottle. Please note that this is not always possible due to the limited nature of some of our expressions. Where we are unable to replace a bottle and we have confirmed that there is an issue with the whisky, we will arrange for a full refund to be given.

If you have not received your bottle or box in excellent condition please contact our Customer Service team and they can arrange a replacement box for you. 

Please ensure you take a photo of both the inner box and the outer packaging and send these to us as these will help us identify any issues.