Shipping & Returns

Payment & Secure Checkout

We use Stripe, a secure and trusted payment gateway for online transactions. You can safely use your debit or credit card to make a one-off purchase via their encrypted portal.

Placing an item in your basket does not guarantee purchase—a sale is only confirmed once payment is successfully processed.

For any order-related questions, please contact us at:
contact@poolespiritemporium.com

Dispatch & Delivery Timelines

We release our spirits in limited batches and aim to dispatch all orders within five weeks of receiving them.

Once dispatched:

  • UK deliveries (via DPD) typically arrive the next working day.

  • International deliveries aim to arrive within two weeks, depending on the destination and local customs.

Shipping Carriers

We primarily use DPD for both UK and international orders. However, for UK Highlands & Islands or international regions where DPD is not available, we’ll use Royal Mail Tracked.

Please note: We cannot deliver to PO Boxes.

Estimated delivery times after dispatch:

  • UK: 1–2 working days

  • Europe: 3–7 working days

  • Rest of the World: 5–10 working days

Delivery times may vary based on your local postal service.

Customs, Duties & Taxes

For deliveries to the EU:
As of 1st July 2021, VAT and import duties may be applied on arrival or in advance. These charges are the responsibility of the recipient and are not covered by The Poole Spirit Emporium.

One Spirit Per Customer Policy

Due to the handmade nature of our work, we allow one spirit per customer.

If multiple orders are placed under the same name, email, or shipping address, we reserve the right to cancel and refund the duplicates. If multiple people in the same household wish to purchase, each must place an individual order using their own email, name, and address.

Address Accuracy & Delivery Preferences

Please double-check your shipping address at checkout. We cannot be held responsible for delivery issues caused by incorrect or incomplete information. If a parcel is returned due to an incorrect address, a redelivery fee will be required.

To avoid delays:

  • Use a daytime or work address where someone can receive the parcel.

  • You can manage delivery preferences directly via the DPD app or website.

If you're not home during delivery, a card or notification will be left with instructions for collection or redelivery. If you do not respond in time and the item is returned to us, we will contact you to arrange redelivery—additional postage charges may apply.

Delayed or Missing Parcels

For DPD deliveries, if your parcel hasn’t arrived, please:

  • Check for delivery notifications or cards.

  • Look in safe places or ask neighbours.

  • Use your tracking link to follow its journey.

If a parcel shows as “delivered” but is missing, we unfortunately cannot be held responsible once it is marked as delivered by the courier.

Reporting deadlines for missing parcels:

  • UK (DPD): Must be reported within 14 days of collection.

  • International (DPD): Must be reported within 21 days.

  • Royal Mail: Must wait 28 days after postage before declaring lost.

Returned Spirits Due to Failed Delivery

If a spirit is returned to us after failed delivery, we will contact you to arrange redelivery. This may incur a re-postage fee depending on the situation.

  • You will receive an email from us (and a notification from DPD).

  • If no response is received within 28 days, the spirit will be returned to stock and no refund will be issued.

Please ensure your email and mobile number are correct when placing an order to avoid missed updates.

Returns & Refunds

We hope you love your spirit, but if something isn’t quite right:

Returns

  • You may return your item within 14 days of receiving it.

  • The spirit must be unused, in original packaging, and in saleable condition.

  • Return postage is your responsibility unless the item is damaged or incorrect.

Damaged or Incorrect Items

  • If your item arrives damaged or faulty, please contact us immediately.

  • We will arrange a replacement or refund, including return postage.

Each spirit is handmade, with unique colours, markings, and personalities. Variations are part of their charm and are not considered faults.

❗ Custom-made or etched spirit are non-returnable and fall outside our standard returns policy.

Refunds

  • Refunds will be processed as soon as we receive and inspect the returned item.

  • We recommend using tracked delivery with proof of postage. We cannot refund items lost or damaged in transit.

Thank you for your patience and understanding. We take great care to ensure your spirit arrives safely—but if ever there’s a hiccup, we’ll do our best to make it right.