Cadenhead’s Experience Terms

If you are placing an order for a Club bottle or tasting pack please note the following terms and conditions regarding delivery. 

The following terms and conditions regarding delivery. If your question is regarding another matter please email [email protected].

Towards the end of this page we have also included some information regarding what you should do in the event your order goes missing.

To see a full list of available delivery destinations please go here: https://experience.cadenhead.scot/shipping-policy/

1. We will always attempt to deliver your order in a timely manner, if we are aware of any extensive delay we will do our best to contact you. However, as we use external carriers to make our deliveries, we cannot offer a guaranteed delivery time.
2. UK orders are usually delivered within 5 working days. International orders are usually delivered within 10 working days, although this can vary depending on the country.
3. The timeframes mentioned above (point 2) are estimates and not guaranteed delivery times. We cannot accept liability for late delivery if caused by circumstances outside of our control. Where an order is time-critical, we ask that you ensure you place your order in good time to avoid disappointment.
4. Please note that we are unable to guarantee the punctuality of service provided by our delivery agents, particularly during spells of difficult weather conditions (due to our remote location) or Scottish/British national holidays. If your shipment is delivered unacceptably late after having been collected from us on time by our partner, please contact us.
5. We are happy to deliver your order to an address that is different to your normal billing address. To do this, simply enter the desired delivery address during the checkout process. Please note that there are some exceptions to this, as detailed in points 7,8 and 9 below.
6. We use a third party delivery partner to deliver the order to your requested delivery address. The driver may ask you for proof of ID to show that you are aged 18 years or over, which is a legal requirement for the sale of alcohol in the UK. In other countries, the legal age varies but you may also be asked to show proof of age.
7. Orders with Post Box Numbers as delivery addresses will not be dispatched and orders will be delayed, or possibly canceled, while we contact you for a valid delivery address.
8. NEW: If you use shipping forwarder companies , or arrange for another party to collect and then further ship your order after our delivery has been completed, you do so at your own risk and we cannot offer any guarantees about the nature or success of that shipment.
9. Military bases can be very difficult to deliver to and must, as a minimum, have a physical address attached to them. Delays and/or other complications can arise from attempting to deliver our bottles to bases. Please be aware of the relevant policies of the base you are having the item(s) sent to.
10. We take no responsibility for an item dispatched or delivered to an address if you have provided incorrect or incomplete address details in your order. You agree to accept all delivery costs incurred in resending the package to the correct delivery address.
11. We cannot deliver to every country. Please click here to see the list of countries we can ship to as well as shipment costs: https://experience.cadenhead.scot/shipping-policy/
12. Our mail order team does not regularly work over the weekends so orders are unlikely to be processed during this time. Also, our couriers do not work during some national holidays, including bank holidays.
13. Orders outside of the UK will not be subject to UK VAT, this will be deducted at the checkout. As specified elsewhere on this website, you are responsible for paying taxes and duties once your order arrives in your country – however, there is one exception to this rule: The United States of America.
14. For orders to be shipped to the USA, the relevant duties and taxes will be paid at the checkout. This is designed to make delivery as smooth as possible.
15. Please note that we cannot be held responsible for the actions of any foreign customs authorities. It is the responsibility of each individual customer to be aware of, and pay for, local taxes and duties. This is particularly consequential for countries, such as Spain, where there are price or volume limits to purchases.
16. It is also each customer’s responsibility to be aware of their local import regulations. It is advisable to contact your local customs office to find out exactly what duties and taxes there may be to pay. This is particularly consequential for countries, such as Spain, where there are price or volume limits to purchases.
17. Delivery will be attempted a maximum of 3 times, although depending on the circumstances it may be less than that. We would advise you to contact the couriers, or your local collection point, if you think you have missed the first delivery. If you require assistance to contact the couriers, please email [email protected].

Additional Information

• Please note that Experience.cadenhead.scot or the Cadenhead’s Club cannot reserve stock or store it for collection other than for the brief period post a product’s launch when this option is specifically and clearly offered.
• We cannot accept orders via email or telephone unless specifically stated.
• We cannot combine multiple orders made even if they are made on the same site. For example, if there is a Club bottle launch the same week as an Authentic Collection release, we cannot combine orders nor store some bottles to wait for an upcoming purchase.
• We cannot ship orders to other Cadenhead’s shops (unless specifically stated) nor combine these orders with stock held in other Cadenhead’s shops.
• In the unlikely event you require shipping for more than 18 bottles please contact us directly using [email protected]

Missing Order

What happens if your order does not arrive when expected? Or not at all? Sometimes there has simply been a delay and your package will arrive soon but there are times when orders go missing completely. Obviously this is not what we want to happen but, when it does, please check out the points listed below.

1. If you are unsure where your delivery is, the first thing you should do is contact the courier directly as they will have the most recent information.
2. If you need help contacting the courier, we are here to assist: [email protected]
3. UK orders should arrive within 3-5 working days – unless a delayed dispatch date is mentioned on our website (usually as a banner at the top of our homepage or within the text of the product page).
4. International orders can take up to 14 working days. Again, on rare occasions these may be subject to a delayed dispatch but this will be made clear to you.
5. Please note these delivery times are estimates and not guaranteed.

As always, if you have any questions regarding your order please contact [email protected]

For enquiries relating to the Cadenhead’s Club, please email [email protected]

If your question is regarding another matter please email [email protected].