At Waterford Store, we take great pride in curating exceptional spirits for discerning collectors. While we meticulously inspect every bottle before shipment, we understand that occasionally you may wish to return or exchange an item from our collections.

Our Returns Policy

We gladly accept returns of unopened, undamaged bottles in their original packaging within 15 days of delivery. To be eligible for return:

  • The item must be in pristine condition with all original seals intact
  • The original certificate of authenticity (where applicable) must be included
  • The item must be shipped in protective packaging suitable for fragile spirits

Important Note: Due to the nature of rare and collectible spirits, certain items from our Cask Treasures, Closed Distilleries, and Cask Strength Whisky collections may be marked as final sale. These items are exempt from returns unless damaged in transit.

Return Process

  1. Initiate Your Return: Email our concierge team at [email protected] within 15 days of receipt with your order number and reason for return.
  2. Receive Authorization: Our team will respond within 48 hours with a Return Merchandise Authorization (RMA) number and detailed instructions.
  3. Package Securely: Carefully repackage the item using the original packaging materials with additional cushioning.
  4. Ship Your Return: Send the package via a tracked courier service to our Nottingham facility (address provided with your RMA).
  5. Inspection & Processing: Upon receipt, our specialists will inspect the returned item (typically within 3 business days).

Refund Information

Once your return is approved:

  • Timing: Refunds are processed within 5 business days after inspection
  • Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error

Exchange Process

For exchanges of equal or greater value:

  1. Follow the standard return process above
  2. Include a note specifying your desired exchange item
  3. Our team will contact you to confirm availability and arrange shipment
  4. Price differences will be settled before shipping your exchange

Damaged or Incorrect Items

If your order arrives damaged or incorrect:

  • Contact us immediately at [email protected]
  • Provide photos of the damage or incorrect item
  • We will arrange for expedited replacement or refund

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Dear Waterford Store Team,

I would like to initiate a return for my recent order (#[Order Number]). Below are the details:

Item(s) for Return: [Product Name(s)]
Reason for Return: [Please specify]
Preferred Resolution: [Refund/Exchange for (specify product)]

Please advise next steps at your earliest convenience.

Best regards,
[Your Full Name]
[Your Contact Number]

Contact Our Concierge

For any questions about our returns policy or assistance with your return:

Email: [email protected]
Postal: The Returns Department, Waterford Store, 24 Broad St, Nottingham, GB NG4A 5HQ

Slàinte mhath,
The Waterford Store Team