Delivery and Returns
Free UK Mainland delivery is available on orders over £40.
Orders of three bottles or more are sent via a weekday courier service. Please allow up to two working days for packing and dispatch before delivery, we appreciate your patience.
Standard delivery is £5.00, or free when you spend over £40. Orders of fewer than three bottles are sent via Royal Mail 48-hour service.
If you need your order sooner, we also offer an express option. Once packed, these are shipped with APC for next working day delivery.
All deliveries require a signature on arrival, so parcels cannot be left unattended. You’ll receive a dispatch confirmation email once your order is on its way, along with tracking details.
If Royal Mail are unable to deliver, they’ll leave a card so you can rearrange delivery. For courier deliveries, you’ll receive tracking updates directly so you can follow your parcel’s journey.
We’re a small, family-run business and do everything we can to get your order out quickly. During busy periods, we may need to run a fresh batch, but rest assured, we’ll keep things moving and get your order to you as soon as possible.
Once your order has been dispatched, delivery is in the hands of our trusted partners. If anything isn’t right when it arrives, just give us a call on 01373 464746 and we’ll sort it straight away.
FAQ - Deliveries.
Q. I was not available to sign for my goods on each occasion when a delivery was attempted. How can I obtain my items now?
A. If you’re not at home when our courier partners attempt delivery, your parcel will be returned to their local depot or sorting office. A card will be left to inform you of the time and date of the attempted delivery.
You will have the option to arrange an alternative delivery time or arrange to collect yourself - contact information will be provided on the attempted delivery notification so you can do this at your convenience. Once your order is in progress, you cannot change the delivery address.
If you receive an attempted delivery notification card and do not respond, 2 further attempts to deliver your item will be made (an attempted delivery notification will be left upon each occasion). After this, the goods will be returned to our warehouse and the refund process automatically triggered.
Q. I think my order has been lost in the post - who do I contact?
A. If you’re certain you haven’t just missed your delivery, in which case, you should have received an attempted delivery notification card (see below for details about missed deliveries), then please contact us on 01373 464746 and our team will investigate.
Q. My product has arrived damaged. How do I get a replacement?
A. Refusing a damaged delivery from a courier
If you are accepting a delivery face-to-face (from the courier) and you see your parcel is damaged, you can refuse to accept the delivery. After refusing the delivery, the item(s) will come back to us and we contact and organise a replacement for you quickly as possible.
Discovering a damaged item after accepting delivery
If your item arrives damaged, it’s important you let us know as soon as possible. You have a 28-day window to let us know. Please contact us on 01373 474647 and we’ll get this sorted for you.
Q. Do you deliver internationally?
A. Apologies but we are unable to offer international delivery at the moment.
Returns Policy
We will refund the full value of any product(s) purchased as long as the following conditions are met:
It is within 30 days of purchase.
Unless faulty, your item(s) must be unused, with the seal unbroken. The item should be in the same condition that you received it and in its original packaging.
You have a receipt or proof of purchase.
You have sent the item back to Still Sisters, Still Sisters Distillery, 2 Ashton Park, Frome, BA11 4RW.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a few days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and send your item to: Still Sisters, Still Sisters Distillery, 2 Ashton Park, Frome, BA11 4RW.
Shipping
To return your product, you should mail your product to: Still Sisters, Still Sisters Distillery, 2 Ashton Park, Frome, BA11 4RW.
Please note: You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.