FAQs – Silent Pool Distillery

We can only deliver to UK addresses.

We also offer a click and collect service from our Distillery shop in Albury, Surrey if your shipping address is within 20 miles from the Distillery.

UK Mainland Deliveries

Free delivery is available to the UK Mainland when you spend £60 and above.

Delivery for orders below £60 is £6.95 per order.

Orders placed before 12pm on a weekday will be dispatched the same day. 

We use a partner carrier for delivery.  We aim to deliver orders placed before 12pm on a weekday within 24 hours. This service may occasionally be subject to carrier delays and disruptions that are out of our control.

UK Highlands & Islands

Delivery to Highlands & Islands of Scotland, Channel Islands, Northern Ireland, Isle of Man & Isles of Scilly are free on orders valued at £60 or over.

Shipping is £14.95 on orders valued below £60.

Delivery is within two to four working days. This service may occasionally be subject to carrier delays and disruptions that are out of our control.

We don’t currently offer weekend delivery. If your order is needed for a specific weekend date or it is urgent please contact us and we’ll do our best to help.

Sorry, we can't dispatch orders at the weekend.

Free delivery is available to the UK Mainland when you spend £60 and above.

Delivery for orders below £60 is £6.95 per order.

Delivery to Highlands & Islands of Scotland, Channel Islands, Northern Ireland, Isle of Man & Isles of Scilly are free on orders valued at £60 or over.

Shipping is £14.95 on orders valued below £60.

We pack our parcels using packaging that is sustainable as possible, including starch-based packing nuggets that are dissolvable and compostable, paper and paperboard packing and paper tape, sourced from a local supplier.

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.

We use a partner courier, DPD, for our deliveries, and a tracking number to follow your delivery is issued on your shipping confirmation email. If an email and mobile phone number have been provided on the order, a delivery notification will be sent on the day that DPD will attempt to make the delivery with an hour time slot for the delivery that can be changed if not convenient.

We want you to be happy with your purchase and so we will refund the full value of any product(s) purchased that don’t meet your expectations.

All we ask is that you let us know at customerservice@silentpooldistillers.com within 30 days of receiving the order, and that you then return the item (or items) to us unused, in secure packaging and in the condition that we sent it in.

If for some reason the items arrive damaged or faulty, please get in touch at customerservice@silentpooldistillers.com and we will take care of you.

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.

Postage paid for returns, unless faulty, are a cost incurred by the customer. Please return any unwanted products to us at the distillery address and please let us know at customerservice@silentpooldistillers.com within 30 days of receiving the order. Returned items must be unused, in secure packaging and in the condition that we sent it in, including any presentation packaging, promotional products or gifts with purchase. We retain the right to
not issue a partial or refunded

Please get in touch with us at customerservice@silentpooldistillers.com if you wish to discuss the option of exchanging a gift that has been sent to you directly from us at the Distillery.

Informationfor Coeliacs:
Silent Pool Gin is produced using a wheat-based ethanol, however, this should not be a problem for coeliacs. Even when a cereal that contains gluten is used as an ingredient, all spirits are distilled during the manufacturing process and as this removes any trace of gluten. Therefore, all spirit drinks (including malt whisky which is made from barley) are safe for people with coeliac disease.

Having said this, the distillery is not actively 100% gluten free and therefore there is the possibility of trace amounts being present. For this reason, it is dependant on the severity of the allergy, so the decision is left up to the customer.

Parking for visitors to the distillery is at the Silent Pool Car Park adjacent to the A25 - a three-minute stroll from the distillery.There is no charge to park.

The car park can be busy at weekends so allow plenty of time to find a space.

There is no available parking for the public at the distillery during the week with the exception of limited parking for disabled visitors.

For visitors attending a tour booking at the weekend, there is space available to park in the staff car park at the distillery, but please be prepared to show proof of your ticket to gain access to this car park.

The path from the car park to the distillery is not lit so we advise using a torch when arriving at or leaving the distillery after dark.

Access to the site is too narrow for coaches so please drop passengers in the Silent Pool Car Park.

Mini buses with up to 24 seats may drive up to the front of the distillery to drop off passengers before parking in the public Silent Pool car park.

We have a limited number of parking spaces for disabled visitors at the front of the distillery.

If arriving by train we advise travelling to Guildford, Dorking or Gomshall and arranging a taxi in advance.The distillery is not served by a bus service.

Taxis are usually available at Guildford and Dorking stations. We would however recommend booking taxis both to and from the distillery to ensure arriving and departing on time. Our recommended Taxi Firms are GM Cars - 01483 566566 and Waverley Cars - 01483 385858 who both know the distillery very well!

Can I bring children or babies to a tour or event?

We cannot permit babies or children under 18 years to join our tours or events. If you require further clarification do not hesitate to contact us.

Can I bring my dog to a tour or event?

Dogs are not permitted into the distillery buildings or shop premises and so cannot join you on a tour or at an event.

Water and a tethering loop are available in the courtyard for dogs of customers visiting the shop.

Can I bring my Assistance Animal?

You are welcome to visit our onsite shop with your registered Assistance Animal.However, because some parts of our site are involved in food preparation we can't allow any animals in these areas.

If you wish to participate in a tour or other onsite event with your registered Assistance Animal please contact us before making your booking and we will do our best to accommodate your needs.

Our Distillery is an industrial foodstuff production environment. Tours and Events that take place in our Distillery will involve potentially hazardous activities. We will do our best to keep you safe and make sure you enjoy your time with us. However Spiritmen Ltd. cannot be held responsible for loss or injury resulting from participants' failure to follow health and safety instructions or take reasonable care to avoid collisions with vehicles, equipment or structures.

We reserve the right to refuse access and/or continuation of a Silent Pool Distillery tour due to inappropriate and/or disruptive behaviour. We also reserve the right to refuse to serve or sell alcohol to individuals at anytime.

CCTV and ANPR systems are in use at the Distillery CCTV and ANPR systems are in use on our site for the protection of individuals and property.

Our gift e-vouchers can be used against a tour or experience booking, or for products in the distillery shop or online.

Please choose the amount for the e-voucher that is needed for your tour or experience (i.e £50 for two distillery tour tickets which are £25 per person) and this will be emailed to you with a code to redeem when making your booking. Any balance left on the e-voucher after a tour or experience booking would be available to redeem towards a purchase in the distillery shop during the experience or towards a purchase online.

Please be aware that although you may gift an e-voucher with a specific experience in mind for the recipient, the e-voucher is just a monetary value that can be redeemed against any experience or a purchase in case the recipient cannot or, doesn’t want to attend the intended experience or we cease to operate an experience at the distillery.

We will do our best to keep you safe and make sure you enjoy your time with us as you visit our site, and participate in our events and activities.

However, Spiritmen Ltd. cannot be held responsible for issues, loss or physical injury arising from:

• medical conditions that we have not been advised of well before or when making your booking.
• failure to follow the instructions of the guide, tutor or other member of staff.
• clothing or footwear that is inappropriate for the forecast weather or, failure to wear provided safety equipment.
• excessive consumption of alcohol or use of drugs.
• unreasonable or aggressive behaviour.

Please take time to read the details and recommendations below about the activity you are participating in.

All tour and event participants must be 18 years or older. If you are lucky enough to look younger than 25, we may ask to see photo ID with proof of age.

The tour includes steps and traveling over uneven surfaces but wheelchairs can be accommodated with prior notice. Unfortunately, we cannot accommodate mobility scooters.

Please contact us on 01483 229136 or customerservice@silentpooldistillers.comduring office hours.

The standard Silent Pool Distillery Tour  - 90 minutes

Aroma Experience - 90 minutes

Bee Keeping Experience - three hours

Our tours take place indoors and outdoors, and involve some walking on mixed surfaces.The Silent Pool Distillery is an industrial working space so we ask all attendees to wear sensible, enclosed footwear - no high heels or open toe shoes please.

Our tours will take place under all normal weather conditions so please dress to suit the weather.

We advise arriving 15 minutes before your booked tour start time to give you time to park, walk to the Distillery and gather at the start point.Silent Pool Distillers tour guides are unable to delay the start time of public tours due to attendees late arrival.Please ensure you aim to arrive at the distillery in plenty of time for your tours start time.All late arrivals please head to the distillery shop where the staff will be able to direct you to your tour.

Some of our gins and gin cordials are vegan friendly. However, others contain honey. Please check with staff. Food options for our experiences are not suitable for vegans. If you have any questions, please contact customerservice@silentpooldistillers.com