DISTILLERY TOURS – FREQUENTLY ASKED QUESTIONS

DISTILLERY TOURS – FREQUENTLY ASKED QUESTIONS

BOOKING A TOUR

Can I book a tour of Highland Park Distillery?
Yes!  You’ll find full details and prices for our selection of tours here.

What kinds of tour do you offer?  What’s included and how do I book?
We have a number of different tours available.  What’s included in a tour depends on the tour type you choose.  You’ll find full details and pricing for each tour here.

Booking is easy!  Depending on the type of tour, you can book online, by email or by phone.

VIKING SOULS and VIKING HEROES TOURS
The quickest way to book a VIKING SOUL or VIKING HEROES tours is to book online. You can book these tours up to 30 minutes before the tour start time if we have spaces still available.  You can book these tours here.

MAGNUS EUNSON TOUR, VIKING LEGENDS EXPERIENCE, or ORCADIAN VINTAGES EXPERIENCE
Contact us at [email protected] or by phone on +44(0) 1856 874619.  These tours can’t be booked online at the moment, but we’re working on it!

Do I have to book in advance?
We recommend booking all tours in advance, as demand is high.

For VIKING SOUL and VIKING HEROES tours only, we’ll accept bookings on the day if there are spaces available, although we can’t guarantee this and we hate to disappoint!

For our MAGNUS EUNSON TOUR, VIKING LEGENDS EXPERIENCE or ORCADIAN VINTAGES EXPERIENCE we recommend booking at least one week’s notice.  However these tours are very popular, so it’s a good idea to book as far in advance as possible to secure your preferred date/time.

If you’re enquiring about availability for a MAGNUS EUNSON TOUR, VIKING LEGENDS EXPERIENCE or ORCADIAN VINTAGES EXPERIENCE within 3 working days, it’s best to give us a call on +44(0) 1856 874619.

Can I make a group booking (more than 16 people)?
For bookings of more than 16 people, contact us at [email protected] or by phone on +44(0) 1856 874619.

Can I bring my children?
Children aged 14 or over are very welcome on the VIKING SOUL  and VIKING HEROES tours only, provided they’re accompanied by an adult over the age of 18.  Children between 14-17 years will be charged a concessionary price for the tour.

Our MAGNUS EUNSON TOUR, VIKING LEGENDS EXPERIENCE, and ORCADIAN VINTAGES EXPERIENCE are strictly for over 18s only.

Do you offer concession prices?
We offer concession prices on our VIKING SOUL and VIKING HEROES tours only.  For concession pricing, please refer to details of our tours which you’ll find here.

What if I need to change my tour booking?
To change the date or time of your tour booking, email us at [email protected] or call us on +44(0) 1856 874619.  We’ll do our best to accommodate changes up until 24 hours before your original booking time, although we’re unable to guarantee availability.

What if I need to cancel my tour booking?
We understand that plans can change.  If you need to cancel your booking, email us at [email protected] or call us on +44(0) 1856 874619.

Cancelling a VIKING SOUL/VIKING HEROES tour
If you let us know at least 24 hours before your tour is due to begin, we’ll be happy to refund you in full for the cost of your tour.

We’re unable to offer refunds for cancellations made after this time, or in the event that you don’t arrive for your scheduled tour.

Cancelling a MAGNUS EUNSON TOUR, VIKING LEGENDS EXPERIENCE, or ORCADIAN VINTAGES EXPERIENCE
Because of additional preparation required for the MAGNUS EUNSON TOUR, VIKING LEGENDS EXPERIENCE, or ORCADIAN VINTAGES EXPERIENCE, we would appreciate it if you could let us know at least 24 hours before the time of the tour if you have to cancel your visit.

VISITING THE DISTILLERY FOR YOUR TOUR

How do I get to the distillery?
You’ll find our address details with a link to a map here.

If you’re taking part in the MAGNUS EUNSON TOUR, VIKING LEGENDS EXPERIENCE and ORCADIAN VINTAGES EXPERIENCE, we can offer you transport from St Magnus Cathedral in Kirkwall to the distillery and back, free of charge.  We do need to know in advance, so send us an email when you book your tour if you’d like us to pick you up on the day.

I’m coming by car – is there somewhere to park?
Yes!  We have two car parks at the site with a total of 28 spaces plus two accessible parking spaces.

What happens when I arrive for my tour?
When you arrive at the distillery for your tour, please come to the visitor centre.

We recommend arriving at the visitor centre at least 10 minutes before the start time of your tour.  If you’ve booked online, the time and date of your tour are shown on your email confirmation.

What if I’m late for my tour?
If you arrive late, and your tour has already started, we’ll do our best to accommodate you on the next available tour if we can.  However, tours are very busy (especially in our busy summer season) and we’re unable to guarantee that there will be spaces available.  Unfortunately we are unable to provide a refund if you arrive late and no suitable alternative time is available.

What do I need to wear/bring for the tour?
You’re visiting a working distillery so please wear sturdy shoes or boots and sensible clothing – no flip-flops please!

Only those over 18 years of age may take part in tasting.  Photographic proof of age may be required if you’re particularly fresh-faced, so please have this with you.  Our VIKING HEROES, MAGNUS EUNSON TOUR, VIKING LEGENDS EXPERIENCE and ORCADIAN VINTAGES EXPERIENCE are strictly for over 18s only.

Can I bring children?
Children over the age of 14 are very welcome on the VIKING SOUL TOUR and VIKING HEROES TOUR, but anyone under the age of 18 must be accompanied by an adult.

Can I bring my dog?
Assistance dogs are very welcome at the distillery.  Unfortunately no other animals or pets are allowed.

I have mobility issues.  Are your tours suitable for me?
We have access for wheelchair users to all areas of the distillery that form a regular part of our tours.  If you have specific mobility access requirements, please let us know in advance of booking so that we can discuss these with you.

Can I take photographs?
Yes!  You’re welcome to take photographs almost everywhere in the distillery, except in the still house, although flash photography is not allowed in any area.

Filming is only permitted if you’ve made prior arrangements with us and provided the relevant compliance and insurance documents.

Is there a café at the distillery?
No, we don’t provide refreshments at the distillery (except whisky!). However, you’ll find a wide range of cafés, restaurants and pubs in nearby Kirkwall, so you won’t go hungry.

Are there any exclusive whiskies available to purchase only at the distillery that I can buy during my visit?
If you’re visiting the distillery for a MAGNUS EUNSON TOUR, VIKING LEGENDS EXPERIENCE and ORCADIAN VINTAGES TOUR, you’ll have the opportunity to purchase an exclusive single cask bottling at the end of your tour (subject to availability).

We also have a visitor experience shop in Albert Street which, like the distillery, offers merchandise as well as an extensive range of Highland Park whiskies.

In addition, we regularly release special editions which are available to purchase exclusively at our distillery, visitor experience and online shops.  You can browse our selection of whiskies available to purchase online here

I’d like to share feedback on my experience at the distillery. How do I do that?
We hope you enjoy visiting Highland Park, and we’d love to hear your feedback.  Your tour guide will be pleased to receive your comments after your tour, or if you’d like to share more detailed feedback with us, you can contact us on [email protected]

If you’d like to tell others about your visit, a review on TripAdvisor would be much appreciated.

How can I find out the latest news on Highland Park?
Be among the first to hear the latest news on Highland Park by joining our Inner Circle newsletter.  Join our Inner Circle by entering your details here

Or keep in touch with us on our social media channels

https://twitter.com/HighlandPark

https://www.facebook.com/HighlandParkWhisky

https://www.instagram.com/highlandparkofficial/

https://www.youtube.com/user/HighlandParkWhisky

OPENING TIMES

When is the distillery open?
Our opening hours are:

April to October: Daily 10.00am – 5.00pm

November to March: Monday to Friday 10.00am – 5.00pm

When is the experience shop in Albert Street open?
April to October: Monday – Saturday, 10.00am – 5.30pm and Sunday, 12.00pm – 5.30pm

November to March: Monday – Saturday, 10.00am – 5.30pm

I’ve heard that the distillery has a “silent season”.  What is this and what does it mean?
Historically, “silent season” was dictated by a lack of water in the drier months, reducing the amount of distilling we could do.  While that’s no longer the case, it’s still a great opportunity to focus our efforts on annual equipment checks, repainting our site and making sure everything’s ship-shape for the months ahead.  We still run tours during silent season.

In 2019, our silent season runs from 8th July to Monday 12th August.

 

FULL DISTILLERY TOUR TERMS & CONDITIONS

BOOKING A DISTILLERY TOUR

Tours of Highland Park Distillery take place at the Distillery site at Holm Road, Kirkwall, Orkney, KW15 1SU (the “Distillery”), and are provided by Highland Distillers Limited (“we” or “the company”).   Highland Distillers Limited is incorporated in Scotland (Registered No. SC158731, with its registered office at 100 Queen Street, Glasgow, G1 3DN.

The following Terms and Conditions (the “Terms”), as well as any information contained in the booking form, booking confirmation or email provided to you, apply to all Tour bookings.

On booking or purchase of a Distillery Tour, whether online, by email or phone, you agree to abide by the Terms outlined below.

We will endeavour to ensure that the information displayed on the website https://www.highlandparkwhisky.com is current and accurate.  However, we cannot be held liable for any errors.   Use of the website is subject to separate Terms of Use available here; however, in the case of conflict, these Terms shall apply to online bookings of Tours.

Once full payment is made, you will be allocated a place/places on your chosen Tour, and a booking confirmation will be emailed to you.

We accept no responsibility if you incorrectly input an email address on our booking form. If your automatically generated booking confirmation does not arrive via email, please firstly check your junk/spam folder then contact us via email at [email protected] .  We will check the email address and resend your booking confirmation(s).

Upon receipt of the booking confirmation email, it is your responsibility to check the accuracy of dates booked.

PRICING

Tour prices include an alcoholic beverage (more than one for some tours) for visitors over 18 years old.  Concessions are only available on the Viking Soul Tour.  All prices are shown inclusive of VAT.

Details of tour prices can be found here.  We reserve the right to amend the price of our Tours at any time.

ADMISSIONS POLICY

If you have booked in advance, the date and time of your Tour will be clearly stated on your email confirmation.  We recommend arriving at least 10 minutes before your Tour is due to start.

We reserve the right to remove anyone from the Distillery if their behaviour is considered likely to cause offence, put staff or other visitors at risk or create a nuisance to other visitors or staff.

We reserve the right to refuse admission to the Distillery.

The Distillery is a controlled working and manufacturing environment.  It’s important that you exercise due care and attention on the tour.  Our team may draw your attention to certain health & safety procedures, which we require all visitors to adhere to:

  • Smoking or vaping is not permitted in any area of the distillery
  • Assistance dogs are welcome. Unfortunately no other animals or pets are allowed
  • Visitors are not permitted to access areas of the distillery other than those designated for visitor access
  • If the fire alarm sounds during your tour, your guide will direct you to the nearest exit

We operate a Challenge 25 policy.  Visitors may be subject to an age check on arrival at the Distillery, and are advised to bring photo identification (“ID”) to the Distillery.  If we believe or suspect a visitor who wishes to consume alcohol is under 25, that visitor will be asked to produce photo ID.  In the event that you are unable to produce valid photo ID, you will not be served alcohol as part of the Tour and we regret that no refunds can be given.

Children aged 14 or over are very welcome on the VIKING SOUL and VIKING HEROES Tours, but anyone under the age of 18 must be accompanied by an adult.

Our MAGNUS EUNSON TOUR, VIKING LEGENDS EXPERIENCE, ORCADIAN VINTAGES EXPERINCE AND 1798 EXPERIENCE are strictly for over 18s only.

CANCELLATIONS AND AMENDMENTS

If we need to cancel your Tour for any reason, we will try to give you as much notice as possible of cancellation, and you will be entitled to a full refund.

On certain days, or at certain times, some parts of the Distillery may be closed (e.g. for cleaning, maintenance, or for other operational reasons). The Distillery may not be fully operational during silent season although Tours will still be in operation.  Bookings will not be refunded and no compensation will be paid for Tours during this time.

Changing your tour

To change the date or time of your tour booking, email us at [email protected] or call us on +44(0) 1856 874619.  We will do our best to accommodate changes up until 24 hours before your tour time (depending on the type of tour you have booked), although we’re unable to guarantee availability of alternative tour dates/times.

Cancelling a VIKING SOUL/VIKING HEROES tour

Full refunds can be made for VIKING SOUL/HEROES tours which are cancelled up to 24 hours before the start date/time of the tour booked.

Cancelling a MAGNUS EUNSON TOUR, VIKING LEGENDS EXPERIENCE, or ORCADIAN VINTAGES EXPERIENCE

For our MAGNUS EUNSON TOUR, VIKING LEGENDS EXPERIENCE, or ORCADIAN VINTAGES EXPERIENCE cancellations should be made at least 24 hours before the start date/time of the tour booked.

To cancel, email us at [email protected] or call us on +44(0) 1856 874619 (Monday to Friday, 10am – 5pm).

We’re unable to offer refunds for cancellations made after the period outlined above, or in the event that you don’t arrive for your scheduled tour.

OUR LIABILITY TO YOU

If you suffer losses as a result of a breach by us of these Terms, our liability is strictly limited to the purchase price of the Tour. We are not responsible for any loss of profit, loss of business, loss of goodwill, or any indirect, special or consequential loss, damage, costs, expenses or other claims which arise in connection with the Tour.

Notwithstanding the foregoing, nothing in these Terms limits in any way our liability:

For death or personal injury caused by our negligence;

Under section 2(3) of the Consumer Protection Act 1987;

For fraud or fraudulent misrepresentation; or

For any matter which cannot be excluded by law.

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these terms and conditions that is caused by events outside our reasonable control (“Force Majeure Event”). Our performance under these terms and conditions is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under these terms and conditions may be performed despite the Force Majeure Event.

YOUR PRIVACY

Any personal data which you provide us as part of the booking and attending the Tour will be treated securely and confidentially.  We recommend that you review our Privacy Policy for further information about how Highland Park processes personal data, and your rights in relation to your own personal data.

FEEDBACK

We welcome feedback, and our guides will be happy to receive your comments following your tour.  If you prefer to give us feedback in writing, please contact us at [email protected] and we’ll reply within 3 working days.

GENERAL

We reserve the right to refuse to accept a booking for any reason.

If any provision of these Terms is held by any competent authority to be invalid or unenforceable in whole or in part, the validity of the other provisions of these Terms and the remainder of the provision in question will not be affected.

These Terms and any document expressly referred to in them constitute the whole agreement between you and us and supersede any previous arrangement, understanding or agreement between you and us relating to the subject matter of these Terms.

Any contract between you and us pursuant to these Terms will be binding on you and us and on our respective successors and assigns.

You may not transfer, assign, charge, sub-contract or otherwise dispose of any such contract, or any of your rights or obligations arising under such a contract, without our prior written consent.

These terms and conditions are governed by and construed in accordance with the Laws of Scotland, and the parties agree to submit to the exclusive jurisdiction of the courts of Scotland.

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Please drink responsibly.

The Orkney Single Malt
with Viking Soul