Online Shopping FAQ

How is shipping calculated and where can I see delivery costs?

Shipping is calculated by order weight. A full breakdown of the charges including tax can be seen at checkout. Please note, prices may appear differently on the site depending on where you have set your shipping address to. This is due to some countries including taxes e.g., products in the UK are inclusive of VAT.

When can I expect my delivery to the UK?

Orders to the UK mainland can expect to receive orders in 3-5 business days. Our orders are shipped on business days only, by our fulfilment partner’s warehouse in Glasgow, Scotland.

Can you deliver to the European Union?

We can ship to the EU except for France, Sweden, Poland, Slovakia and Italy. Due to Brexit surcharges and resultant processing fees, our delivery cost has increased, however, we will continue to process all fees on the website to ensure a seamless transaction for you. In addition to shipping charges, the following will also be charged at checkout: Courier Shipping Brexit Surcharge: £5 Customs Clearance: £6 Please allow extra time for orders going to the EU as due to Brexit, there may be a small delay in customs.

Are there any further charges I'll need to pay upon delivery to the EU?

No, we process all fees and taxes on our website, with the exception of Spain and Finland. Due to updates in local customs, VAT is no longer added on our website and the consumer will need to pay this upon delivery.

How can I check my order and delivery status?

Once you place your order, it usually takes 24 hours for our fulfilment partners to process and send it. (Please note, this may be longer at busy times or if we are waiting on a delivery of stock). As soon as it ships, you’ll receive a confirmation email and tracking information. You can also log in to your account to see your order status.

Can I return my order?

We do not provide refunds unless your product is faulty or damaged. We will provide a refund or provide a replacement where available for any products received damaged or faulty, provided we are notified within 3 working days of receipt. Where a replacement item is not available, due to it being discontinued or the original item being a “One Off,” we will reimburse you for the full cost of the item only and any shipping costs. No compensation will be paid. Upon receipt of your order, the order should be carefully inspected to make sure that it is intact and in full. The courier must be informed of breakages or shortages at the time of delivery. We may not (at our sole discretion) accept any claims for breakages or shortages unless they are stated on the courier’s documentation. We must have confirmation of these breakages or shortages within 3 working days of delivery. Photographic evidence is required by our carrier company if an item has been damaged during transit. In the case of a return being necessary, our fulfilment partners will be in touch to arrange a courier to collect the item. Please note, you may be required to be available for a set amount of time to do this.

Can I change or cancel my order?

If you would like to cancel your order, please contact us on distell@mailmarkuk.com as soon as possible. If your order has already been dispatched, we will not be able to process the cancellation until the goods are returned to us. Please allow 7-10 days for the money to show in your account after cancelling an order.

Can I combine my orders if I’ve placed two in a short amount of time?

Unfortunately, we cannot combine multiple orders, regardless if they are going to the same shipping address and were placed on the same day. We would ask you to be patient with the site and check your basket to ensure you have everything you are looking for in the one order before checking out.

Where can I find my order number?

Once your order is placed, you’ll be sent an order confirmation email with your order number and details. Please check your junk folder if this does not appear in your inbox.

Why is my promotional code not working?

Please check the terms & conditions associated with the promotion for all the details on inclusions and exclusions and timings. Some items you are trying to purchase may be excluded from the promotion, or the promotion may have ended. If you believe the promotional code should work on your order and you are still having issues with it, please contact distell@mailmarkuk.com and we will investigate your issue, and, if relevant, give you a new code.

Are there limits to how much product I can buy?

Some of our products are very limited in number, therefore, sometimes we may limit the number of bottles available to purchase to one or two per person. This is to give more people the chance to get our most popular bottlings.

Will you restock an item that is out of stock?

Depending on the product, we will restock. However, items such as limited editions or single cask whiskies only have a small number of bottles so once they’re sold out online, there will be no more. Sometimes an item which has sold out online is still available at the distillery visitor centre. These are two separate shops, so we are unable to process orders and send directly from the distillery on Mull.

Visiting the Distillery FAQ

Do I need to book to visit the distillery?

If you would like to attend one of our distillery experiences, we ask you to book ahead of arriving, as spaces are limited. You can do this online at https://tobermorydistillery.digitickets.co.uk/tickets. If you would just like to come and see us in the Visitor Centre, you do not need to book in advance.

Can I cancel my booking?

If you are unable to attend your experience, please call us on +44 (0) 168 830 2647 or email info.tobermory@distellinternational.com with your name, the experience you have booked and your booking reference if applicable. We will aim to refund all bookings if your circumstances change, however, please allow sufficient notice to allow the team to do this. If you miss your experience, we will not refund any bookings.

I'm running late for my experience, what do I do?

If you are running late, please let us know as soon as possible by calling the Visitor Centre on +44 (0) 168 830 2647 (please note, you may not always get phone signal on the island, particularly in some of the more remote areas). Please report to the Visitor Centre when you arrive and a member of the team will take you to the tasting or tour area. Please note, we cannot start a tasting or tour outside of the available booking times, so you may miss some information if arriving late.

I've booked a distillery experience, what should I do when arriving at Tobermory?

Please aim to arrive about 10 minutes before your experience is due to start. When you arrive at Tobermory, please park in the public Ledaig car park if you have a car, and come to the Visitor Centre (clearly marked white building beside the garage). Let a member of the team know you're here and they'll take you to the experience when it is ready to begin.

Are there any COVID-19 restrictions in place at the distillery?

Yes, we are following Scottish government guidance, meaning face coverings must be worn in the Visitor Centre and on experiences at all times, unless exempt for medical reasons or you are tasting our delicious whisky. We have also limited the number of people allowed in the Visitor Centre at one time, so if it is busy, we may ask you to wait outside for a short period of time. We have also reduced the number of people and households on our tasting experiences. We ask you to please make use of the hand sanitiser available at our Visitor Centre, and if you are attending a tasting, we will check your temperature and ask for your details for track and trace purposes in line with government regulations. Our biggest priority is to keep our visitors, team and island safe, so we thank you in advance for your patience and cooperation.

What should I wear to my distillery experience?

Not all surfaces at the distillery are completely level, so we would recommend you wear sensible footwear (no high heels or flip flops). If you are attending one of our warehouse experiences, please wear warm clothing as the warehouses are kept at a consistently cool temperature.

I've booked on an experience but I'm the designated driver. Will I still get whisky/gin?

If you're driving, we offer 'driver's drams' so you can take away the whisky or gin tasted in the experience to enjoy in your own time at home.

Can I bring my children to the distillery?

Anyone under the age of 18 must be accompanied by an adult at all times, whilst on the premises. Anyone who appears to be under the age of 25 may be asked to present a valid photo ID or passport as proof of age in order to taste or purchase any alcohol, in terms of the Licensing (Scotland) Act 2005. Children under the age of 8 are welcome in the Visitor Centre, but are not permitted inside production areas of the Distillery.

Can I bring my pet to the distillery?

Well behaved pets are welcome in our Visitor Centre, however, due to health and safety, pets are not permitted in production or drinking areas.

Our Whisky FAQ

The cork in my bottle is broken what do I do?

Whilst we do our best to ensure our corks are robust, cork is a natural product, which can sometimes break. If you experience any issues with your cork, email us at info.tobermory@distellinternational.com and our customer services team will be in touch to organise a new cork for you. This is also raised with our quality team, so we can ensure we are producing the best products we possibly can.

I have a question about your whisky and/or gin. Who should I contact?

We love hearing from you and are happy to help with any questions you might have, from how we produce our two distinct malts and gins, to current bottlings or some from the archives. Drop us an email on info.tobermory@distellinternational.com or a message on social media @tobermorydistillery.