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Delivery and Returns

We always do our best to ensure you receive your order as swiftly as possible.

Please note that all packages must be signed for on delivery, we cannot leave parcels unattended due to their value and contents.

We can only deliver to UK addresses.

You can choose to have your order in discreet packaging, for example if it is a gift.  Please state Discrete/Plain Packaging in the customer notes at check out.

    • UK Mainland Deliveries

      Free delivery is available to the UK Mainland when you spend over £50.

      We normally use a 24 hour weekday courier service for all orders made before 12:00.  However, current circumstances mean we currently need two working days to pack and deliver UK Mainland Orders.  We thank our customers for their patience during these difficult times.  Sorry, we can't make deliveries at the weekend.

    • UK Highlands and islands Deliveries

      Delivery to Highlands & Islands of Scotland, Northern Ireland, Isle of Man & Isles of Scilly will unfortunately incur additional delivery charges.

      However, free delivery is available to the UK Highlands and Islands when you spend over £50.

      We use a 48 hour weekday courier service for all orders made before 11am.  However, current circumstances mean we currently need three working days for Highland and Island orders.  Sorry, we can't make deliveries at the weekend.

    • International Sales

      We currently do not offer delivery outside of the UK.  Our products are available in many countries through distributors listed here.

    • Voucher Delivery

      Physical Gift and Tour Vouchers are delivered using 2nd Class Royal Mail Post.

      Electronic Gift Certificates and Tour Vouchers are delivered via e-mail.

      • Click and Collect

        Click and Collect Avaliability Click and Collect from our Distillery is an option available to customers who live within a 25 mile radius of our site.

        How to place a Click & Collect order on our website Place an order with us and you will be able to select Click & Collect at the checkout for collection at our on-site distillery shop.

        When will your order be ready
        Once we have received your order we will process it and then our system will automatically send you a 'Shipped' email to let you know when it is ready for collection.

        Please ensure your email address is correct on the order form.


        Next Day
        Once you've received your notification email, you will have two days from the date of purchase to visit the distillery to collect your order. We are currently closed on Sundays so orders received before 2pm on Friday will be available to collect on Saturday and Monday.


        Weekend Orders
        Orders Placed after 2pm on a Friday will not be available to collect until Monday.

        Non – Collection
        We very have limited storage space on site.

        If you do not collect your order within two days from date of purchase we reserve the right to return the items to stock.

        If you are unable to collect, it is the customers responsibility to call and request a refund.

        Parking
        There will be two designated Click & Collect bays in front of the distillery. These are for Click & Collect customers only.

        Collecting Your Purchase
        All Click & Collect items will only be available from the on-site shop where someone will be able to help you with your collection.

        You will need: &ebsp;Photo ID &ebsp;Proof of Purchase with order number and name

        We can only release orders containing alcohol to customers aged 18 or over. If you are lucky enough to look under 25, please bring proof of age with you.

        If someone else needs to collect for you
        We do understand that it may not always be possible to collect the order yourself therefore, if you do need to send someone else they will need to bring: &ebsp;Photo ID for themselves &ebsp;Proof of Purchase with the order number and name

      • Returns Policy

        We will refund the full value of any product(s) purchased, provided the conditions below are met:

        1) You are able to return the product(s) in question to us within 30 days of receipt of your order.

        2) Unless faulty, your items are returned to us in a resalable condition. This means unopened, in the same condition you received them and with any labels and packaging intact.

        3) Please send any return items to the following address, with a note inside including the name, order number and postcode of the original order:

        FAO: SILENT POOL, SILENT POOL DISTILLERY, SHERE ROAD, ALBURY, SURREY GU5 9BW

        PLEASE NOTE. We will not be able to refund the cost of postage, either of your original order or the return unless the item is faulty. For faulty items we will resend a replacement at no extra cost and refund the cost of your original delivery.

Customer Satisfaction

We really hope you enjoy your Silent Pool product, but if for any reason you are not 100% satisfied with your purchase please contact us. office@silentpooldistillers.com 

 

 

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