Delivery & Returns

Brexit FAQs

As a consequence of BREXIT, we are temporarily unable to ship Whisky to the following locations:
France, Hungary, Italy, Poland, Spain and Sweden.

Can I still order if I am delivering to another EU country?
Yes.

Is delivery to EU countries delayed?
We are maintaining our 14 working days for delivery to EU countries. However, we are not able to ship whiskies to France, Hungary, Italy, Poland, Spain and Sweden at this moment.

Do I need to complete a customs declaration form?
No, we have taken care of that for you.

I’ve been contacted by DHL regarding customs clearance of my order – why? What do I need to do?
Following Brexit, orders to the EU are subject to additional custom clearance. This means that DHL may contact you for further information on your order prior to delivery. This information requires to be provided to DHL locally, by you, but if you are unsure or need further assistance, please just contact us.

Do I need to pay customs taxes to have my purchase released for delivery?
No, we have arranged for your taxes to be billed back to Highland Park so please do not pay them if asked by DHL/Customs. Once cleared your order will be released for delivery.

General Information

The Highland Park Online Shop sells both whisky and associated merchandise.

Whisky

We can currently send all whiskies sold on the shop to the following locations listed below.

Belgium, Bulgaria, Czech Republic, Denmark, Finland, Germany, Ireland, Latvia, Lithuania, Luxembourg, Netherlands, Norway, Portugal, Switzerland, the UK and the Channel Islands.

The full list of locations is shown as you check out. If a product is unavailable for delivery to your location it will be removed from your basket. Shipping costs are based on location and basket contents and can be viewed at the point of purchase within your shopping basket.

Merchandise

We can send Highland Park Merchandise to all of the above locations as well as those listed below.

Australia, Austria, Brazil, Canada, Croatia, France, Greece, Hong Kong SAR, Hungary, Iceland, Israel, Italy, Japan, Poland, Republic of Korea, Romania, India, New Zealand, Singapore, Slovenia, South Africa, Spain, Sweden, Taiwan, Thailand, Turkey, United Arab Emirates, United States.

Please see individual items for any specific restrictions. Shipping costs are based on location and basket contents and can be viewed at the point of purchase within your shopping basket

Shipping Rates

The delivery cost depends on your selected delivery location along with the contents, value and weight of your order. The delivery cost will be calculated for you during the check-out process. The tables below give you an indication of these costs.

Deliveries are made by either DHL, DPD or Royal Mail depending on the delivery address and the contents, value and weight of your order.

DHL/DPD

We use DHL or DPD to make all deliveries in following situations:

• All orders for whisky - DPD for addresses in the UK and DHL for addresses in other countries
• Orders for merchandise with a total value of £100 or more
• Orders for merchandise with a total weight of 1kg or more

We also offer DHL or DPD as a delivery option on orders for merchandise below £100 in value and 1kg in weight as an alternative to Royal Mail.

 

Location	Price Starting From
UK (excluding Channel Islands and Isle of Man)	From £6
Belgium, Channel Islands, Denmark, France, Germany, Ireland, Isle of Man, Luxembourg, Netherlands	From £13
Austria, Finland, Italy, Spain, Sweden	From £18
Czech Republic, Croatia, Greece, Hungary, Latvia, Lithuania, Slovenia	From £20
Norway, Switzerland	From £26
Australia, Canada, China, India, Japan, Malaysia, New Zealand, South Korea, Singapore, Taiwan, Thailand, Turkey, United States, Hong Kong SAR, South Africa, United Arab Emirates	From £31
Brazil, Iceland, Israel	From £45

Royal Mail

We offer Royal Mail’s tracked service as a delivery option on orders for merchandise below £100 in value and 1kg in weight to selected locations.

Location	Cost
UK (excluding Channel Islands and Isle of Man)	£4.50
Belgium, Channel Islands, Denmark, France, Germany, Ireland, Isle of Man, Luxembourg, Netherlands	£7.50
Rest of World*	£10.00

*Rest of world includes all locations mentioned above in DHL/DPD not already covered by Royal Mail rates.

For all deliveries to countries outside of the EU (and Finland), VAT will not be charged. However, your order may be subject to local sales taxes and duties upon arrival in your chosen location, which are levied at the time the package clears customs. All additional charges are the responsibility of the recipient. As customs policies vary widely from location to location, The Highland Park Online Shop has no control over these charges. Please contact your local customs office for further information. We also cannot refund any customs charges in the case of a return or refund.

DELIVERY INSTRUCTIONS AND ADVICE

Deliveries are made during business hours on Monday to Friday; to ensure prompt delivery someone must be present to sign for the parcel. If no-one is available to sign for the parcel, our delivery company will leave a contact card with instructions for customer to call their local depot. If the customer does not then call their local depot, the parcel is returned to us after a week – the cost of which will be passed on to the customer.

If the customer does give permission to the courier for the order parcel to be left in a safe place, Highland Park will not be liable in the event the parcel goes missing and cannot be located. Highland Park will not be able to refund or replace the order.

The courier appointed by Highland Park and Mail Marketing is non-negotiable.

The whiskies sold on the Highland Park Online Shop are currently available for shipping to the following locations:

Belgium, Bulgaria, Czech Republic, Denmark, Finland, Germany, Ireland, Latvia, Lithuania, Luxembourg, Netherlands, Norway, Portugal, Romania, South Africa, Switzerland, the UK and the Channel Islands.

All whiskies sold by The Highland Park Online Shop are sold subject to UK alcohol tax. Deliveries to addresses in the UK are also subject to UK VAT. If we are exporting products to an address in the European Union (EU)* prices are subject to the appropriate rate of tax depending on the delivery location (and an alcohol tax ).

For all deliveries to other countries, VAT will not be charged. However, your order may be subject to local sales taxes and duties upon arrival in your chosen location, which are levied at the time the package clears customs. All additional charges are the responsibility of the recipient. As customs policies vary widely from country to country, we have no control over these charges. Please contact your local customs office for further information.

* Excluding Finland

RETURNS, REFUNDS & REPLACEMENTS

Returns

If you wish to return Products which are not faulty, please contact us on: [email protected] with details of your order within 7 days of delivery of the goods.

Please ensure all products are checked fully upon receipt, as returns can only be processed from the delivery address.

Any returned products must be returned to us in good condition, with all packaging intact. All refunds and reimbursements will be arranged within 30 days of our acceptance to do so and after the safe receipt of the returned goods. Any product returned must be within its original packaging, contain the relevant paperwork and be adequately packed to avoid any possible damage.

The cost and risk of returning the product is the responsibility of the customer and a proof of delivery service must be used.

If, upon delivery of your order, the goods are damaged or incorrect, please email your order number and proof of damage to [email protected].

Please provide as much information as possible including your order number and details of any damage including photographs. We will arrange for your order to be returned at our cost and we will do our best to provide a replacement if available.

Refunds and Replacements

We will provide a refund or provide a replacement where available for any products received damaged or faulty, provided we are notified within 3 working days of receipt. Where a replacement item is not available, due to it being discontinued or the original item being a "One Off," we will reimburse you for the full cost of the item only and any shipping costs. No compensation will be paid.

Upon receipt of your order, the order should be carefully inspected to make sure that it is intact and in full. The courier must be informed of breakages or shortages at the time of delivery. We may not (at our sole discretion) accept any claims for breakages or shortages unless they are stated on the couriers documentation. We must have confirmation of these breakages or shortages within 3 working days of delivery. Photographic evidence is required by our courier company if an item has been damaged during transit.

In the case of a return being necessary, you as the customer will be sent a shipping label which should be printed and attached to the Item. You will have to be available for a set time in order for the courier to collect this item.