Delivery Information
Delivery Areas
We currently deliver to [DELIVERY AREAS - e.g., UK Mainland, Scotland, Wales, Northern Ireland].
Please note that delivery to remote areas, islands, and some postcodes may be subject to additional charges or restrictions. We will notify you at checkout if your delivery address falls into these categories.
Age Verification on Delivery
IMPORTANT: All deliveries require age verification. The recipient must be 18 years or older and must provide valid photographic ID upon delivery.
Acceptable forms of ID include:
- UK Driving Licence (photocard or paper version)
- UK Passport
- Proof of Age Standards Scheme (PASS) card
- European Union photocard driving licence
If the recipient cannot provide valid proof of age, or is under 18, the delivery will be refused and returned to us. In this case, you will be refunded the cost of the goods but not the delivery charge.
Who Can Receive Delivery
Only individuals aged 18 or over can receive and sign for alcohol deliveries. The delivery driver will verify the recipient's age before handing over the package.
If you are not available to receive the delivery, the courier will leave a card with instructions for redelivery. You must arrange redelivery within the time period specified by the courier.
Delivery Times
We aim to dispatch orders within [X] business days of receiving your order. Delivery times vary by location:
- Standard Delivery: [X] business days - £[X]
- Express Delivery: [X] business days - £[X]
- Next Day Delivery: Available for orders placed before [TIME] - £[X]
Delivery times are estimates and not guaranteed. We are not liable for delays caused by third-party couriers, adverse weather conditions, or circumstances beyond our control.
What Happens If No One Is Available
If no one is available to receive the delivery:
- The courier will attempt delivery on [X] occasions
- A card will be left with instructions for redelivery
- You can arrange redelivery online or by phone
- If delivery cannot be completed after all attempts, the package will be returned to us
- You will be responsible for any additional delivery charges for redelivery
- If the package is returned to us, you will be refunded the cost of goods but not the original delivery charge
Delivery Charges
Delivery charges are calculated at checkout based on your delivery address and selected service. All prices include VAT where applicable.
Free delivery may be available for orders over [£X] - check our website for current promotions.
Damaged or Missing Items
If your order arrives damaged or items are missing, please contact us immediately at info@cloudmaker-whisky.com within 48 hours of delivery. We will arrange a replacement or full refund.
Returns & Refunds
Right to Cancel
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order:
- Before delivery: You can cancel at any time before the goods are dispatched
- After delivery: You have 14 days from the day you receive the goods to cancel
To cancel, please contact us at info@cloudmaker-whisky.com or use the contact form on our website.
Conditions for Returns
For health and safety reasons, we can only accept returns of alcohol products if:
- The product is unopened and in its original, sealed condition
- The product is in its original packaging
- The product has not been damaged or tampered with
- You contact us within 14 days of receiving the goods
We cannot accept returns of opened bottles for safety and hygiene reasons.
Return Process
To return an item:
- Contact us at info@cloudmaker-whisky.com within 14 days of receipt to request a return
- We will provide you with a returns authorization number and instructions
- Package the item securely in its original packaging
- Include the returns authorization number with your package
- Send the package to the address we provide
Return Postage
You are responsible for the cost of returning goods unless:
- The goods are faulty or damaged
- The wrong item was sent
- The item was not as described
In these cases, we will cover the return postage costs.
Refunds
Once we receive the returned goods in satisfactory condition, we will process your refund:
- Refunds will be processed within 14 days of receiving the returned goods
- Refunds will be made to the original payment method
- You will receive the full purchase price of the goods
- Original delivery charges will only be refunded if the entire order is returned and the goods are faulty, incorrect, or not as described
Faulty or Incorrect Items
If you receive a faulty or incorrect item, please contact us immediately. We will:
- Arrange collection of the faulty/incorrect item at no cost to you
- Send a replacement as soon as possible, or
- Provide a full refund including delivery charges
Non-Returnable Items
The following items cannot be returned:
- Opened bottles (for safety and hygiene reasons)
- Items damaged by the customer
- Items returned after 14 days (unless faulty)
- Items not in original packaging
Contact
If you have any questions about delivery or returns, please contact us:
Cloudmaker Limited
Company Number: 16202985
Registered Office: Hilden Park House, 79 Tonbridge Road, Hildenborough, Kent, England, TN11 9BH
Premises License Number: TBC
Email: info@cloudmaker-whisky.com
Phone: [PHONE NUMBER]