FAQ’s

General

To ensure we can deal with your query as quickly as possible, we ask that you read these FAQs (Frequently Asked Questions) in the first instance before contacting us. If you can’t find an answer or solution to your question in our FAQs below then please email us on hello@thegincooperative.com.

How can I contact you?

Our preferred contact method is via email. You can contact us at hello@thegincooperative.com. We aim to respond to all non-urgent emails within 48 hours if not sooner.

Delivery

When will my order arrive?

For full delivery information please read our Delivery page.

Delivery dates below are given as a guide only. We will always do our best to get your order to you as quickly as possible but unfortunately we cannot accept liability for delays.

GB Mainland – 2-4 working days

Scottish Islands – 3-6 working days

Northern Ireland, Isles of & Scilly – 4-7 working days

We aim to process and dispatch orders within 24 hours Monday-Friday (excluding UK public holidays). Please note your delivery could be slightly delayed during busy periods like Christmas.

For delivery related to our Scottish Gin Subscription Service, we process and dispatch orders in 2 batches, which means boxes should arrive within the last week of the monthly/bi-monthly/quarterly subscription or within the first week of the following month.

My order hasn’t arrived, can you help?

If your order hasn’t arrived within the parameters stated above, you may be able to check online with the carrier if you’ve been provided with a tracking number. Alternatively get in touch with us at hello@thegincooperative.com with your order number so we can investigate. Where subsequent investigations have to be carried out by the carrier, it can take days or in some cases weeks to resolve.

What are your delivery costs?

We use a variety of delivery services depending on products, quantities and locations but all orders are sent standard delivery. Our delivery costs are as follows:

GB Mainland, Scottish Islands, Northern Island and Isles of Scilly

Order under £100 – £4.95

Order £100 or over – Free

For delivery related to our Scottish Gin Subscription Service, the associated monthly/bi-monthly/quarterly cost includes delivery.

What countries do you deliver to?

Currently we only ship to the UK including GB Mainland, Scottish Islands, Northern Ireland and Isles of Scilly. We’d love to deliver to other countries so watch this space.

Returns, Refunds & Cancellations

My good(s) are faulty/damaged, can I return them?

Regarding any food, beverage, drink or spirit goods, if there is a problem with your order, items are damaged or faulty, or you wish to return goods for any other reason, please contact us on hello@thegincooperative.com before attempting to return them. We reserve the right to collect damaged or faulty products for inspection or may request evidence of damaged or faulty goods. This does not affect your statutory rights.

If you wish to return merchandise goods only, they must be returned in their original packaging to: The Gin Cooperative, Mayfield, Oyne, Insch, Aberdeenshire, Scotland, AB52 6QT.

Where applicable, return shipping will be paid by the customer except in cases where goods are damaged or faulty, in which case the customer will be reimbursed. Once good(s) are received back and verified, a refund will be processed for the goods, minus applicable shipping costs, unless the return concerns faulty or damaged goods.

Can I cancel my order?

Contact us with your order number to request a cancellation as soon as possible. If your order has already been processed and shipped, it’s your responsibility to arrange return of the good(s) at your own cost and unopened before a refund can be processed, minus the original delivery charge.

To cancel a Scottish Gin Subscription Service, this can simply be done by logging into your account, visiting the subscription page from your account dashboard and cancelling the relevant subscription.

Orders

Can I add an item to an existing order?

Unfortunately no. Once your order is processed we cannot add additional items.

Should I receive an order confirmation?

Yes. All order confirmations are sent via email from hello@thegincooperative.com – please check your junk mail folder. You can also see your order by logging into your account.

Can I change my payment method once my order has been submitted?

Unfortunately no. Once your order has been processed we cannot amend payment method.

For orders related to our Scottish Gin Subscription Service, if you wish to change your payment method, you can do so by logging into your account on our website. Alternatively, please email hello@thegincooperative.com.

Can I change my delivery address once my order has been submitted.

Perhaps. Please contact us as soon as possible to see if a change of delivery address is still possible. Unfortunately if your order has already been shipped then we cannot change the delivery address.

For orders related to our Scottish Gin Subscription Service, if you wish to change your delivery address, please email hello@thegincooperative.com.

Where is my order being sent from?

We ship all orders from our premises in Scotland.

Will you include a printed receipt with my order?

No. We’re always looking at ways of reducing waste and improving our processes across all aspects of what we do. Additional printing means more paper and ink. Full order history is available in your account. If you require a receipt to be re-sent email hello@thegincooperative.com and we will send it to the original email address corresponding to your order.

Pricing & Offers

How do Promotional Codes work?

If you have a promotional code enter it at checkout and any discount or offer will be automatically applied. We are unable to retrospectively apply codes after purchase. Promotional codes can expire at any time and some products maybe excluded. Promotional codes cannot generally be used in conjunction with other offers or during periods of other promotions.

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