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.


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

Where is my order?

Once your order is out for delivery, we will send you a confirmation email which will include your shipment tracking number. If you have trouble or haven't received your products on time, you can contact our friendly delivery team by email at malts@intervino.co.uk.

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 can I pay?

We accept all major UK Debit and Credit cards.

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.

Can I order items to be delivered outside the UK?

Unfortunately, we are unable to deliver internationally and can only deliver within the UK. We are unable to deliver to Northern Ireland.

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’m having trouble placing my order

If you are having trouble navigating the site, placing your order or are experiencing issues with how the site is displaying please email us malts@intervino.co.uk and let us know what you are experiencing.

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).

Free Items

All free items are subject to availability and are subject to change without notification. All pictures shown are for illustration purpose only.

Any orders containing products that are available for pre-order will be held until all contents of the order can be fulfilled.

Product FAQs

I have a question about a specific brand, where can I find answers?

We have loads of information about all of our brands, start exploring them from Our Whisky Brands.

I’m not sure I know what to buy, where can I find out more?

Whisky is so unique, and there are so many for you to explore! You can start learning from our Whisky Guide

I have a question about a distillery, where can I get more information?

The rare character of each whisky is brought to life by our distilleries. Whether you are looking for something specific or planning your next adventure in Scotland, start your experience at Tours.

Can I purchase whisky accessories separately on malts.com?

We don’t currently offer any accessories for sale at this time. Promotional materials and accessories included packages are only produced and sold as shown on the site.

The product I want isn’t available, where can I find out when it will be?

Let us know what you were looking for malts@intervino.co.uk and we can tell you when it should be available again.

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.

I can’t find the answer I was looking for, can someone help me?

If you can’t find the answers you are looking for our email us malts@intervino.co.uk or call us on 01507 602101 (our offices are open 9:00 am – 5:00 pm Monday to Friday). We would love to hear from you.