Order Support
Tour Booking FAQs
For support on tour bookings, please contact the distillery directly:
Blair Athol: blair.athol@malts.com
Brora: brora@malts.com
Caol Ila: caolila@malts.com
Cardhu: cardhu@malts.com
Clynelish: clynelish@malts.com
Cragganmore: cragganmore@malts.com
Dalwhinnie: dalwhinnie@malts.com
Glenkinchie: glenkinchie@malts.com
Johnnie Walker Princes Street: reservations.jwps@diageo.com
Lagavulin: lagavulin@malts.com
Oban: oban@malts.com
Royal Lochnagar: royal.lochnagar@malts.com
Talisker: talisker@malts.com
The Singleton of Glen Ord: glen.ord@malts.com
If errors occur or should you require any assistance with the tour booking site, please contact support@anyroad.com.
GENERAL INFORMATION
BSQ UK Limited is the site operator of Malts.com and retail operator for the UK (AWRS #: XCAW00000113376).
Intervino Ltd. is the fulfilment and customer service partner for BSQ UK Limited. Communications from malts@intervino.co.uk are legitimate.
Further company details can be found in the Terms of Sale.
Order FAQs
When can I expect my order?
Please allow 5-7 working days for delivery of a UK Mainland standard order or 1-2 working days for an UK Mainland express order. When ordering an engraving, it can take 6-9 working days. Offerman orders can take up to 10-14 working days. We apologize in advance for any inconvenience. We will notify you again when your order has been shipped. Once shipped you should expect to receive your delivery within one or two working days, courier permitting. If you have any questions about your order, please email our friendly delivery team at malts@intervino.co.uk.
Please note: this does not apply to pre-ordered products, as further delays can occur here. You will receive your tracking number as soon as your order has been shipped, with which you can track it.
I’ve noticed a mistake! Can I change my order?
We can amend your details and address, you just need to let us know within 2 hours of placing your order. Please contact our friendly Customer Services Team at malts@intervino.co.uk or call 01507 602101 (our offices are open 9:00 am – 5:00 pm Monday to Friday).
How does next day shipping work?
Orders received prior to 2:00pm will be processed the same day and arrive at their destination the next business day. Orders received after 2:00pm will be processed the following business day and arrive 2 business days following your order. Business days are considered to be Monday through Friday with the exception of bank holidays. All products within your order must qualify for next day delivery otherwise standard delivery will apply. Excludes deliveries to Isle of Man.
What if my order is incorrect/damaged on delivery
If you find an issue with your order please let our friendly Customer Services Team know as soon as possible. You can contact us at malts@intervino.co.uk or call 01507 602101. Please note you will need to provide a photograph of the issue and having received proof of incorrect/damaged or defective products we will either refund you or offer you a replacement.
I want to send my purchase as a gift, can you email me an invoice and not include it in the delivery?
You just need to let us know within 2 hours of placing your order. Please contact our friendly Customer Services Team by email at malts@intervino.co.uk or call 01507 602101 (our offices are open 9:00 am – 5:00 pm Monday to Friday).
Product FAQs
Can I preorder a bottle that is not available yet or reserve a bottle to buy later?
All sales are first come first served once the stock is available online. We cannot hold or reserve stock at this time however we continue to assess demand and continuously improve our processes to meet our customer needs.