SHIPPING AND RETURNS

Delivery All orders are dispatched using our official courier and will be sent by Economy Select (3 working days) to most UK mainland destinations (Monday-Friday). Delivery to most European destinations takes 3-5 days. Deliveries to other international destinations vary, depending on location, but can usually be expected within one week from ordering. Please note that in some states (notably but not limited to Norway, New Zealand, Hong Kong, Japan, Macau, Singapore and Taiwan) deliveries of alcohol are subject to extra inspections at customs, where goods may be delayed for several days. During this difficult transition time after leaving the EU, delays may also be incurred by packages clearing customs in EU countries. We can only apologise for this, on behalf of some of the people in this country.

While we do our best to keep to these times, they are intended as estimates, only; we can’t guarantee that orders will be delivered precisely within these times. Courier collections take place Monday to Friday, so please note that orders placed after collection on a Friday will be dispatched the following Monday.

If your delivery is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

Once an order has been delivered to the address you gave us, the product(s) are your responsibility.

Charges for delivery are calculated based on weight, service and location. You can see details of charges in the table, below. Our table of prices is an estimate, only, based on a standard 70cl bottle in a simple tube; bottles of unusual sizes or dimensions and/or in elaborate presentation cases may be heavier and therefore cost more to post. You will be notified of this at the point of purchase.

Purchases of multiple bottles may need to be split into separate packages for security and insurance purposes. We will notify you if you should be expecting more than one package.

We cannot deliver to PO Box or Mail Box addresses. All packages must be signed for by a person of the legal drinking age in your Country or Jurisdiction. If you are unlikely to be at home please enter a work address or alternative where somebody of legal drinking age will be present to sign. Any issues in delivery that result from incorrect or incomplete address details are your responsibility. If your order is returned to us because of non-delivery you will be given the option or resending the order at your own expense or refunding your order (as long as the order is returned to us in identical conditions to which we sent it), less any shipping costs imposed by our courier for the return of the order.

You have the option to collect from our Cupar store, free of charge. Please select this option at the checkout. Please do not come to collect your order until you have received an email confirming your purchase has been fully processed, as your products may not yet be ready for collection.

If you have asked to collect the products from our premises, you can collect them from us at any time during our working hours of 10am-5.30pm, Monday to Saturday.

We can deliver non-perishable items by courier and some perishable items (e.g. cheese, charcuterie) with our driver if minimum orders have been met and suitable arrangements put in place. We cannot accept orders for deliveries of extremely time-sensitive items (e.g. individual ice cream cones) as these do not travel well and certainly cannot be left on a doorstep/safe place/with a neighbour if the recipient is not in!

Taxes and Duty – Products containing alcohol sold by Luvians.com are sold subject to UK alcohol tax. All deliveries to destinations within the UK are subject to UK VAT. Deliveries to outside of the UK (including, now, EU countries) will not be charged UK VAT, but orders will be subject to local taxes and duties upon arrival in your country of delivery, which will be imposed when the delivery clears customs. Customs policies vary between countries and you can contact your local customs office for further information. It is your responsibility to comply with all legislation in both the UK and your recipient country. We will not be liable if you do not adhere to these laws.

Refusal by you to pay local import duties or taxes may result in the goods being destroyed by customs or returned to us at your expense.

Similarly, if you place an order that is not feasible due to the importation laws in your country of residence, we will not be able to fulfil your order. It is worth noting that many countries impose limits on number of bottles delivered. Please check these if you are unsure before making your purchase. Products seized by customs for exceeding these limits will not be the responsibility of Luvians.com.

Deliveries to the USA – We are sorry to report that we cannot ship to the USA at this time. US Customs state that alcohol may only be shipped to holders of an official liquor license. Since we do not wish to compromise on matters of customs law, it is not possible for us to arrange shipment to most individuals. If you are a customer in the USA who holds such a license and you wish to arrange your own shipment, we will be very happy to package your purchased goods and have them ready to collect by a recognised courier arranged by you. Please do contact us directly to discuss this.

Returns – By law you may cancel your order up to 14 days from the day after receipt of your delivery. Should you wish to do so, please contact us directly by emailing returns@luvians.com stating details of your order number, name and full contact details. It would be helpful to us if you provide a reason for your cancelation, but your refund is not contingent on you giving an explanation! As long as all items are returned to us in the same condition in which we originally dispatched them, we will refund you in full (including the original delivery costs for UK, only) once they are back in our possession. You will be responsible for the cost of returning any goods to us, as well as adequately packaging said goods to ensure they are not damaged.

If any product has been damaged (e.g. if any seals have been damaged or removed, original packaging has been damaged or the bottle/contents itself has been altered by you in any way or damaged during its return journey to us due to inadequate packing or fault of the courier) we reserve the right to refuse a refund, or adjust refunds accordingly, depending on whether we feel we can resell the product.

If a product arrives with you which you find to be faulty, incorrect or not as described, you may also return this to us. In this case, if we agree with your claim, we will refund the full amount paid, including the original delivery charge and any reasonable costs for your return postage.

All refunds paid by us will be done using the same method of payment originally used by you.

Please note that in the case of packaging (boxes, tubes) these are very delicate and often come to us with creases, scratches and other small marks that have occurred either at the distillery/packaging facility, or in transit to us. This does not affect the quality of the whisky and is consistent with the expected wear and tare of transporting these delicate packages. If you are unhappy with an imperfection of this nature, you are free to contact us and request a replacement. If one is available to us, we will be happy to send a replacement once we have received the original packaging safely. Please note that you will be responsible for paying the postage both directions.

Shipping Insurance

Insurance is available on any package for an additional fee. This option appears during checkout. The fee for insurance is calculated by the total value of your order (including VAT and shipping). Purchases of up to £800.00 can be insured for a flat rate of £12.50. Items of £800.00 or more can be insured for 2% of the total value of the order.

Bottles are packaged with purpose-made packaging with plenty of padding. We take every care to ensure your products arrive with you safely but we cannot take responsibility for uninsured items. We recommend you take out the insurance offered at the checkout.

Insurance is against breakages or loss but not leaks. If damage occurs to one or more of your items we must be provided with clear and thorough photographs, showing the damage to the bottle and packaging, in order to proceed with an insurance claim. Claims will be assessed on a case by case basis by our courier and we cannot guarantee a claim will be met.

If you are querying a leakage, please get in touch to discuss your individual case. Insurance will not apply but we may be willing to discuss the individual circumstances. In this case, please keep the neck of the bottle with the seal/stopper/screwcap still in place, as we may ask you to post this back to us. Please note that these discussions may take place on a case by case basis, we reserve the right to refuse any claim.

If your country of residence does not appear on this table or on the drop down menu on our checkout page, please do give us a phone to discuss – we may still be able to help you! 01334 654820

PLEASE NOTE: OUR COURIER (DHL) IS EXPERIENCING EXTREMELY VOLATILE PRICING DURING THESE TIMES OF INTERNATIONAL UNREST. As such we are unable to provide even estimates of international shipping costs, as DHL’s prices change on a daily basis. If you would like to know what the up-to-date costs will be please do get in touch with your full address details, sending an email to info@luvians.com Thank you for your patience on this matter.

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