FAQ

What are the contact details for The Glenturret Shop?

You can contact The Glenturret Shop by phoning (+44) 1764 65 6565 (our lines are open Monday – Sunday, 09:00 - 17:00 GMT) or emailing shop@theglenturret.com where a member of our team will be delighted to assist with your enquiry.

Where can you deliver whisky and giftware to from The Glenturret Shop?

We can currently deliver throughout the UK and Europe.

The whiskies sold on The Glenturret Online Shop are currently available for shipping to the following countries:

Austria, Belgium, Bosnia, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Italy, Ireland, Latvia, Lithuania, Luxembourg, Netherlands, Norway, Poland, Portugal, Republic of Ireland, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Ukraine, the UK and the Channel Islands.

Please see our Shipping Policy below for further details:

The Glenturret Shipping Policy

DELIVERY INSTRUCTIONS AND ADVICE

Deliveries are made during business hours on Monday to Friday; to ensure prompt delivery someone must be present to sign for the parcel. If no-one is available to sign for the parcel, our delivery company will leave a contact card with instructions for the customer to call their local depot. If the customer does not then call their local depot, after a week the parcel is returned to us – the cost of this return will be passed on to the customer. The courier appointed by The Glenturret is non-negotiable.

All whiskies sold by The Glenturret Online Shop are sold subject to UK alcohol tax. If we are exporting products to an address in the European Union (EU) prices are subject to the appropriate rate of VAT and alcohol tax depending on the delivery country.

For all deliveries outside of the EU, UK VAT will not be charged. However, 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.

What are your postal charges for delivery?

We currently charge £7.00 P&P* for orders from our online shop. Please note that this is a minimum postage charge, and this will vary depending on the order volume and delivery location. Our online shop will calculate all shipping costs at checkout based on the weight and delivery destination of the items ordered.

Is there a minimum order?

We don’t have a minimum order for our online shop, we are happy to ship just one item.

Can I order by phone?

You are welcome to contact us by phoning (+44) 1764 656565 to place an order directly with our distillery retail team. Our lines are open Monday – Sunday, 09:00 - 17:00 GMT.

How long will delivery take?

We aim to deliver our online orders within 5 working days from the point of order dispatch. Please note that this applies to all orders placed on our online shop and we do not currently offer an express delivery option.

What should I do if my order hasn’t been delivered yet?

Please allow 5 working days from the point of order dispatch for delivery. If your order has failed to arrive after this time, please take a note of your order number and contact us directly so that we may assist you.

Can I choose a specific time or day for my delivery?

We cannot currently guarantee a specific time or day for order delivery. If you require an order to arrive by a specific date, please contact us directly so that we can advise delivery times available.

Can I have my order delivered to my work address?

We can deliver to your permanent residential address or your place of employment. If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods as our delivery partner will deliver to the place not the person.

Can I track the delivery of my order?

We advise that you provide an email address and mobile number in your delivery details in order to receive tracking information from our delivery partner. If this is not possible or you are having difficulty tracking your order you can contact us directly where we can assist you.

What happens if I’m not in when my order arrives?

Deliveries are made during business hours on Monday to Friday; to ensure prompt delivery someone must be present to sign for the parcel. If no-one is available to sign for the parcel, our delivery company will leave a contact card with instructions for the customer to call their local depot. If the customer does not then call their local depot, the parcel is returned to us after a week – the cost of which will be passed on to the customer.

I’m missing an item from my order what do I do?

We want to sort out any issues with missing items straight away. Please take a note of your order number and contact us directly to allow us to assist you.

What do I do if I receive a faulty item in my order?

We want to sort out any issues with faulty items straightaway. As soon as you discover a fault, please take a note of your order number and contact us directly to discuss your order with us.

I have an incorrect item in my order, what do I do?

We want to sort out any issues with incorrect items straight away. If one of the items, you received isn't what you ordered please take a note of your order number and contact us directly to discuss your order with us.

How do I arrange a return?

Please take a note of your order number and contact us directly to arrange a return.

What is your returns policy?

RETURNS INFORMATION CONSUMER RIGHTS ACT 2015

PRODUCTS PURCHASED DIRECT FROM THE GLENTURRET ONLINE SHOP

When you have purchased a product from The Glenturret Online Shop or Distillery and Visitor Experience, you have a statutory right to return your product at any time up to 14 calendar days from the day after you receive the product/s.

Any returned products must be returned to us in good condition, with all packaging intact. All refunds and reimbursements will be arranged within 30 days of our acceptance to do so and after the safe receipt of the returned goods. Any product returned must be within its original packaging, unopened, contain the relevant paperwork and be adequately packed to avoid any possible damage.

To notify us of your intent to cancel, please contact: shop@theglenturret.com

After notifying us of your intent to cancel you have a further 14 calendar days to return the item(s) to us for a full refund.

Where a replacement item is not available, due to it being discontinued or the original item being a "One Off," we will reimburse you for the full cost of the item only and any shipping costs. No compensation will be paid.

Orders of personalised items or perishable goods may not be cancelled unless they are faulty, incorrect or damaged upon delivery.

This policy applies only to the original purchaser of the Product that was purchased from The Glenturret.

For further information about the return and replacement of products purchased direct from The Glenturret Online Shop, please click here.

PRODUCTS PURCHASED DIRECT FROM THE GLENTURRET VISITOR EXPERIENCE

When you have purchased a product from The Glenturret Visitor Experience, you have a statutory right to return your product at any time up to 14 calendar days from the day after you purchased the products.

Any returned products must be returned to us in good condition, with all packaging intact. All refunds and reimbursements will be arranged within 30 days of our acceptance to do so and after the safe receipt of the returned goods. Any product returned must be within its original packaging, unopened, contain the relevant paperwork and be adequately packed to avoid any possible damage.

Where a replacement item is not available, due to it being discontinued or the original item being a "One Off," we will reimburse you for the full cost of the item only and any shipping costs. No compensation will be paid.

Orders of personalised items or perishable goods may not be cancelled unless they are faulty, incorrect or damaged upon delivery.

This policy applies only to the original purchaser of the Product that was purchased from The Glenturret.

PRODUCTS PURCHASED FROM RETAILER OR THIRD PARTY

Under the Consumer Rights Act any claims should be made against the retailer where the product was purchased. Where the product has been purchased through an auction or third party retailer, The Glenturret does not lawfully have to provide a replacement, repair of refund.

FAULTY GOODS

If you have purchased a product directly from The Glenturret (not from a retailer or third party as set out above), which you discover to be faulty, then you will be required to send us photographs of the product with an explanation of the fault/s, and proof of purchase of the product.

If you contact us within 30 days of purchase of the product you will be entitled to a refund or a replacement of the product.

If you contact us after 30 days but before 6 months after you have purchased the product, we will offer you a replacement or a repair. If we are unable to repair or replace the product, you will be entitled to a full refund.

We will only provide a refund or a replacement product after we have received the faulty product, and we have carried out authenticity and other testing as we deem appropriate to verify your claim.

You will only be entitled to a refund, repair or replacement in the event that you are able to demonstrate that the product is authentic, and a fault has occurred.

Please note, instances where The Glenturret is not liable in providing a replacement, repair or refund:

  • Taste complaints where a significant amount of liquid has been drunk
  • Accidental damage
  • Wear and tear

LIMITATION OF DAMAGES

Except to the extent prohibited by applicable law, The Glenturret shall not be liable for any incidental, indirect, special, or consequential damages.

LIQUID QUALITY AND AUTHENTICITY

If the quality of liquid or authenticity is returned for testing, The Glenturret reserves the right to retain the returned product if testing reveals that the product is counterfeit or that the liquid has been adulterated or tampered with. In such instances, The Glenturret shall not provide a replacement product.

Can I have items sent to someone as a gift?

If you want to send something to someone as a gift, then you can use their address as the delivery address for your order. Please note that we don’t offer a gift-wrapping service currently so your items will arrive without wrapping.

How can I cancel my order?

If you wish to cancel your order, please take a note of your order number and contact us directly to discuss your options with us.

Do you offer a wholesale discount for bulk buying?

We have a dedicated distribution team that deal with our wholesale orders. Please contact tradesales@theglenturret.com for more information on becoming a Glenturret wholesale customer.

What do I do if I’m having problems with my online account or accessing The Glenturret website?

Please contact us directly if you are having any technical problems with our website or your online shopping account where a member of our retail team will assist you.

What are your opening hours?

We are open all year round. We close on the 25th and 26th of December and the 1st of January each year.

Summer Season Opening Hours

Monday – Sunday 10am until 6pm (Last Tour 90 minutes before closing)

Winter Season Opening Hours

Monday – Sunday 10am until 5pm (Last Tour 90 minutes before closing)

How can you travel to the Distillery?

Our distillery is situated in the heart of Perthshire and we are very easy to find. Here are some suggested ways to travel to visit us.

By Car

From Glasgow

We are located approximately 1 hour’s drive away from Glasgow’s city centre. Take the M80 to Stirling, then follow directions below from Stirling.

From Edinburgh

We are located approximately 1 ½ hour’s drive away from Edinburgh’s city centre. Take the M9 to Stirling, then follow directions below from Stirling.

From Stirling

We are located approximately ½ hour’s s drive away from Stirling’s city centre. Take the M9 and exit at Greenloaning on to the A822 via Braco and Muthill. Follow the brown signs to The Glenturret Distillery.

From Perth

We are located approximately ½ hour’s drive away from Perth’s city centre. Take the A85 via Methven and Gilmerton to Crieff and follow the brown direction signs to The Glenturret Distillery.

By Public Transport

There is no train station in Crieff however there are several nearby stations that have bus links to Crieff. We highly recommend travelling to Perth train station where you can use the Stagecoach No15 bus to travel to Crieff. This bus service runs frequently and stops just a short walk from the distillery. Please ask the bus driver to advise when you are drawing close to the nearest stop.

  • National Rail Enquiries: +44 (0) 845 748 4950
  • City Link: +44 (0) 871 266 3333
  • Stagecoach: +44 (0) 1738 62 93 39

By Foot

You can walk to The Glenturret Distillery from the Crieff Town Centre in approximately half an hour. If you are staying at the Crieff Hydro Hotel there is an alternative walking route that you can use that also takes around half an hour from the main hotel building to the distillery.

How can you contact us?

Here are some of the ways that you can get in touch with us:

Telephone:

+44 (0)1764 65 65 65

Email:

enquiries@theglenturret.com

Post:

The Glenturret Distillery, The Hosh, Crieff, Perthshire, PH7 4HA

What can you do at The Glenturret Distillery?

There are lots of things to do at the distillery. We have a range of different Tour Experiences that cater to all types of visitor, from whisky novice to connoisseur we’ll have an experience to suit you. We have a fantastic Shop with a beautiful selection of handpicked giftware and fine spirits. While we are having some exciting refurbishments done on our restaurant and bar, we have a lovely pop up café available for lunchtime snacks. We are also situated in a beautiful location and we recommend that you take a little time to explore outside our distillery in addition to our delights within.

Do you have to pre book your visit?

We recommend that if you wish to take part in one of our Tour Experiences you should pre book your tour space to avoid disappointment, particularly during our Summer season. Please note that if you are pre booking your tour space online you can do this up to 24 hours before you plan to visit us. We cannot accept online bookings less than 24 hours before visiting, however you can still check our availability by contacting us on +44 (0) 1764 65 65 65 less than 24 hours in advance. There is no booking required to visit our Shop and Cafe unless you are booking table service or an event.

Do you allow group Distillery visits?

Groups are most welcome to visit the Distillery. Groups visits must be booked in advance and can be arranged outside of normal opening hours. We have free coach parking and special group rates available. For group enquiries or parties travelling together please contact a member of our team on +44 (0)1764 65 65 65 or email enquiries@theglenturret.com to book your next visit with us.

Are all your tour experiences guided?

Yes, all our tours are led by one of our experienced distillery hosts.

How many spaces are available on each tour?

Our tour numbers vary depending on the selected experience that you choose, and these can be found in the online booking section of our website. Our classic tour, “The Glenturret”, can accommodate up to 25 guests on each tour.

What do I do if I want to change the date or time of my tour?

Please call a member of our team on +44 (0)1764 65 65 65 or email enquiries@theglenturret.com to change the date or time of your tour. This can be done up to 48 hours prior to your original booking. After this time, unfortunately no changes are possible.

What is your cancellation and refunds policy?

Please note that all our tour bookings are non-refundable. If you wish to amend your booking details or discuss them with us please call a member of our team on +44 (0)1764 65 65 65 or email enquiries@theglenturret.com. For more information, please refer to our Distillery Tour Terms and Conditions.

Do you have a dress code for Distillery visits?

We don’t have a particular dress code for visiting our distillery however we do recommend that you wear sensible footwear as parts of our historic distillery buildings are not always flip flop or high heels friendly! We additionally recommend that warm clothing is worn during colder times of the year as our production and warehouse areas can become very cold through autumn and winter months.

When should I arrive for my tour experience?

We recommend that you allow at least 10 minutes before your tour begins to ensure that we can give you a warm welcome and check you in for your allocated tour.

Do I need to print and bring my booking confirmation email?

There is no requirement for guests to bring their confirmation email as we will have a record of your booking. However, if you are paying by gift card or voucher, we ask that you please bring this with you.

What happens if I am late for my tour experience?

If you arrive at the distillery welcome lounge up to 10 minutes from the start of your tour, we will do our best to catch you up with your tour group. If you arrive after this time, unfortunately you will not be able to join the group and the cost of your tour will not be refunded. We may be able to allocate you an alternative tour time on the day of your visit subject to availability. We recommend that you arrive 10 minutes prior to your tour start time.

Where does the tour experience start?

All our tour experiences start from our Welcome Lounge area of the distillery which is located in front of our main car park.

Do you offer disabled facilities at the Distillery?

The Glenturret Distillery is proud to be listed on Euan’s Guide for full details of our distillery’s accessibility. We offer disabled parking, toilets, and lifts to gain access to our shop and restaurant areas. There are small sections of our distillery tour that are not accessible to wheelchairs or walking frames, however we have an adapted tour route that ensures visitors can still enjoy the full tour experience.

Do you have Distillery parking?

We are delighted to offer a large allocation of free parking to all our visitors throughout the year. There is a large car park to the front of our reception area as you drive into Glenturret, however we also have an overflow car park situated next to our warehousing which is perfect for coach and car parking. We also offer allocated disabled bays for our visitors.

Do you offer Caravan Parking?

We are delighted to welcome caravan and campervans to the distillery however during the day between 10am and 6pm we ask that caravans and campervans use the overflow carpark rather than the main carpark. We are listed on Brit Stops and can offer overnight carparking to our camping customers.

Is tasting included in each Distillery tour experience?

We offer tastings with each of our bespoke tour experiences. We regularly refresh our tasting offering to compliment both returning and new visitors. We offer an alternative soft drink to any visitors under 18 years of age who are joining a tour experience as they are not permitted to take part in any nosing and tastings whilst visiting us.

Do you offer anything for drivers?

If you are driving to the distillery and still wish to tour with us, don’t worry you won’t miss out on a dram. We offer Driver’s Dram Pots to our Tour Experience visitors who wish to take their drams away to enjoy when they are not driving.

Can children visit the Distillery?

We welcome families travelling with children to Glenturret and have baby changing facilities on site for our very little visitors. Children are welcome to accompany adults on a tour of the distillery, however, we do ask that families are respectful of other visitors and if children are disruptive on tour, we will kindly ask that they and their family step out of the experience. We additionally cannot allow prams and pushchairs through the production areas, however, we can look after these in our reception area for you to collect after your tour. The shop and restaurant areas of the distillery are all accessible for prams and pushchairs. Please note that nosing and tastings are only available to over 18’s. Please remember to bring ID, either a valid passport or driving license.

Do you allow photographs in the Distillery?

Photography is permitted within the production area under the supervision of your host. Distillery host instructions must be followed at all times. In the instance of photography opportunities being removed from the tour during your visit, a refund will not be given.

Do you offer translated tours of the Distillery?

All our public tours are conducted in English, however, we do offer printed tour information in a variety of languages from our main reception area. There are also translation boards with whisky making descriptions located in each of our production rooms throughout the tour.

Do you allow dogs?

Here at Glenturret we try to be as accommodating to our furry friends as much as possible, especially as we have two resident furry felines who live in the distillery full time. Visitors are welcome to bring their dogs on site and there are various areas where we offer drinking bowls around the distillery should our furry visitors become thirsty! We do, however, ask that visitors please do not bring dogs into our Restaurant areas which include outside terraces and inside our distillery production and tasting areas. Dogs are welcome in the Distillery Shop as long as they are kept on a lead at all times. Assistance dogs are welcome throughout the distillery and Restaurant terrace areas.

Do you have local walks nearby?

We are extremely fortunate to enjoy such a scenic location here in Crieff and we have an array of beautiful walks that you can explore while you are visiting us. We recommend for more details on the walks that are available in and around Crieff asking for an ‘Explore Crieff Path Network’ brochure at our reception. We highly recommend exploring Loch Turret, The Knock Path and Lady Mary’s Walk to name but a few. We are also very close to the wonderful Macrosty Park which is a must visit for walkers and families.

Do you offer Free Wi Fi?

We offer free Wi Fi to all our visitors to use whilst they are visiting. Simply join The Glenturret Free Wi-Fi when you visit us, and you will be connected to our secure network.

Can you smoke at the Distillery?

Customers are permitted to smoke outside of the distillery buildings. We do, however, ask guests not to smoke directly outside of doorways where they may obstruct fire exits and we respectfully ask that cigarette butts are disposed of in the bins provided. We do not allow smoking inside any of our distillery buildings.

Can you hold events at the Distillery?

We’re very lucky to have an incredible event space here at Glenturret and we can offer various ways in which you can book and utilise our unique spaces through our dedicated events team. We regularly invite customers to come and view our venue and we would be delighted to hear how we can help make your event truly special. You can contact our events team on +44 (0) 1764 65 65 65 or send your enquiry to enquiries@theglenturret.com.

Can you stay overnight at the Distillery?

Although we do not offer accommodation at the distillery, (unless you are parking your Caravan or Campervan overnight with us) we are fortunate to be located very near to the Crieff Hydro and Gleneagles Hotels and the town of Crieff has several excellent B&B’s that we would recommend.

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