At Waterford Store, we are committed to delivering your carefully selected spirits with the utmost care and efficiency. Our policies reflect our dedication to serving discerning collectors worldwide.

Shipping Information

Order Processing: All orders are processed within 1-2 business days (excluding weekends and holidays).

Shipping Options:

  • Standard Shipping: £12.95 via DHL or FedEx (10-15 business days delivery after dispatch)
  • Free Shipping: Available for orders over £50 via EMS (15-25 business days delivery after dispatch)

Please Note: We currently cannot ship to certain Asian countries and remote locations. You’ll be notified during checkout if your address falls in an excluded area.

Returns & Exchanges

We understand that even the most carefully selected additions to your collection may occasionally need to be returned. Our policy is designed to make this process as seamless as possible while protecting the integrity of our rare spirits.

Eligibility for Returns

To qualify for a return or exchange:

  • Item must be unopened and in original packaging
  • All original seals and certificates of authenticity must be intact
  • Return must be initiated within 15 days of delivery
  • Item must be repackaged with adequate protective materials

Important Exception: Items from our Cask Treasures, Closed Distilleries, and Cask Strength Whisky collections are typically marked as final sale and cannot be returned unless damaged in transit.

Return Process

  1. Initiate Your Return: Email our concierge at [email protected] within 15 days with your order number and reason for return
  2. Receive Authorization: We’ll respond within 48 hours with a Return Merchandise Authorization (RMA) number and instructions
  3. Package Securely: Repackage using original materials with additional cushioning
  4. Ship Your Return: Send via tracked courier to our Nottingham facility (address provided with RMA)
  5. Inspection & Processing: Our specialists will inspect returns within 3 business days of receipt

Refund Information

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

Exchange Process

For exchanges of equal or greater value:

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

Damaged or Incorrect Items

If your order arrives damaged or incorrect:

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

Sample Return Request

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 shipping or returns policies:

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

Slàinte mhath,
The Waterford Store Team