Frequently Asked Questions

1.            Where can I buy The Macallan whisky?
The Macallan whiskies are available in selected retailers and specialist whisky shops around the world. A featured range of The Macallan whiskies are available to buy online from The Macallan Online Distillery. 

2.            Is there a minimum order?
No, we are happy to ship just one item.

3.            What payment methods do you accept?
Payment for goods can only be made using one of the following credit/debit cards: MasterCard, Visa or Visa Debit. Your credit/debit card details will be transmitted securely. Please note, payment will be taken at the point of purchase.

The Macallan reserves the right to alter the prices of the goods on offer online at any time without prior notice. However, the total price quoted will not change after your order has been acknowledged and that price includes VAT, packaging and delivery to the address given in the order form.

4.            Can I order by phone?
Unfortunately we cannot accept payment by phone. If you require any assistance please email [email protected]  

5.            Can I provide different billing and shipping addresses?
Yes. When placing your order enter the name and address of the person you want us to ship to in the 'Shipping Address’ section.

6.            I’ve placed an order but not received a confirmation email, have you received my order?
Please check your SPAM folder to see if the confirmation email has been received. Please add [email protected] to your safe senders list. If you have not received your confirmation email please contact us at [email protected]

7.            What is your returns policy for online orders?  
If, upon delivery of your order, you change your mind and wish to return all or part of your order for any reason, you may do so within 14 working days of delivery. Any bottles must be unopened and you will be responsible for paying the return postage and packaging (using adequate packaging). We will refund your credit or debit card with an amount equivalent to the returned goods within 30 days.

8.            What is your returns policy for online orders which are damaged or incorrect?
If, upon delivery of your order, the goods are damaged or incorrect, please email your order number and proof of damage to [email protected] We will arrange for your order to be returned at our cost and either refunded or replaced according to your instructions. Your statutory rights are not affected.

9.            What are the terms and conditions for purchases made via The Macallan Online Shop?
Our full terms and conditions are available HERE.

10.          What data protection, privacy and security protocols do you have in place?
Details of our protocols are available HERE.

11.          What happens if an item I order is out of stock?
While we aim to hold all items featured on our website in stock, there are occasions when, due to high demand, we run out of certain items. Should this occur while processing your order, we will contact you by email. We will give you the opportunity to select an alternative item, to cancel the item from your order, or, where applicable, to wait for the product to come back into stock.

12.          Where do you deliver to?
We currently offer UK delivery of our whiskies and international delivery of our non-whisky range. The full list of countries will be available as you check out. If a product is unavailable for delivery to your country it will be removed from your basket.

We are continually working to expand the range of countries we can deliver to and from time to time we can offer international delivery for special releases. 

13.          How much does delivery cost?
The delivery cost depends on your selected delivery country and the weight of your order. The delivery cost will be calculated for you during the check-out process. 

14.          Are there any additional charges for international delivery?
Your order may be subject to local sales taxes and duties upon arrival in your chosen country, which are levied at the time the package clears customs. All additional charges are the responsibility of the recipient. As customs policies vary widely from country to country, we have no control over these charges. Please contact your local customs office for further information. Refusal to pay the local charges may result in the goods being destroyed or returned to the sender.

15.          How quickly will my delivery arrive?
Orders will normally be fulfilled within 5-14 working days of receipt, with the exception of the Christmas period and special releases.  The standard delivery times are 1-5 working days for UK delivery, up to 10 working days for EU delivery and up to 14 working days for the rest of the world.

Within 1 working day of placing your order you will receive a confirmation of your order by email along with your purchase reference number. This number should be retained for future reference. You will then receive an email or SMS message from our designated delivery partner when your order is out for shipment.

16.          Can I contact someone by phone for assistance with my online order?
Unfortunately we are unable to provide technical support over the phone however you can email us at any time at [email protected] We aim to respond to all enquiries within 1 working day and our working days are Monday-Thursday 8.30am-4pm, Friday 8.30am-12.30pm (UK time).