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 Order FAQs

  • Covid-19 Updates
  • Due to the impacts of COVID-19, we’ve seen an increase in online shopping.  To serve you while also helping to ensure the safety of our employees, we have prioritised stocking and delivering items to our customers. As a result, estimated delivery times for some items may be delayed however our goal is still to provide you the great level of customer service that you expect from us. You will still receive notification once your order is out on delivery, which will allow you to track your order and delivery time.  


  • 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?
  • Delivery usually takes approximately 3-5 business days. Due to COVID-19 your delivery may take 7-10 days to arrive with you. We apologize for any inconvenience this may cause. We'll notify you once your order is dispatched, and you can track it using the tracking number we provide. If you have any questions you can contact our friendly delivery team by email at malts@intervino.co.uk.


  • 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.


  • Can I order items to be delivered outside the UK?
  • Unfortunately, we are unable to deliver internationally and can only deliver within the UK.


  • 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).



    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 Guide To Whisky


  • 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 Visit a Distillery


  • 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.