Damaged & wrong goods
DAMAGED PARCELS
We use a limited number of highly regarded and well-established businesses to ship all orders, however on occasion because of the nature of the contents, parcels may become damaged in transit. Should your parcel show signs of damage at time and place of delivery, please refuse the parcel on these grounds and ask the courier to return the order to sender. If on opening the parcel you discover damage unseen from the outside, please get in touch with us to arrange a replacement at customerservice@silentpooldistillers.com
DAMAGED GOODS
We want all our customers to receive their orders in perfect condition, so if you think there is a fault with an item you have received, please let us know straight away by contacting us. We will aim to resolve any issue with a faulty item as quickly as possible but we need you to tell us as soon as you discover the fault so we can resolve the issue for you.
Please be aware that to ensure safe delivery:
- Small items may be packed individually within your parcel and added to the inside of gift boxes where possible to add extra protection to them.
- Bottles with presentation boxes may not be packed within the boxes but packed separately within your consignment.
- Large or/and delicate items may be sent in separate parcels to allow for added packaging to protect them in transit.
In the very unlikely event of any damage please contact us. Please include as much information as possible. We may also require photographs of any damage including all the packaging for insurance purposes.
We will also need a picture that clearly shows the seal intact on the damaged or broken bottle.
Please retain the product, box and all packaging until instructed by us.
WRONG GOODS
If you have received an incorrect item in your order, let us know straight away by emailing us at customerservice@silentpooldistillers.com or calling us on 01483 229136. Customer Services representatives are available Monday to Friday (between 9am – 5pm BST) and will be happy to assist you.
LOST GOODS
In the unlikely event that goods are misplaced on their way to you, Silent Pool Gin will ensure a replacement is sent directly to you, if available.
Where a replacement item is not available due to it being discontinued or out of stock for extended period, we will reimburse you for the full cost of the item only. No compensation will be paid.
All discrepancies with the contents of your order must be reported to our Customer Services team at customerservice@silentpooldistillers.com within 48 hours of receipt of your order. Customer Services representatives are available Monday to Friday (9am - 5pm BST) and will be happy to assist you.
