FREQUENTLY ASKED QUESTIONS - ONLINE SHOP – Hong Kong
1. WHERE CAN I BUY THE MACALLAN WHISKY?
The Macallan whiskies are available in selected retailers and specialised whisky shops around the world. A featured range of The Macallan whiskies are available to buy online from The Macallan Hong Kong Online Shop.
2. IS THERE A MINIMUM ORDER?
No. We are happy to ship just one item. However, a standard shipping fee of HK$100 applies for orders below HK$1,000.
3. WHAT PAYMENT METHODS DO YOU ACCEPT?
Payment for goods can only be made using one of the following credit cards:
- American Express
Your credit card details will be transmitted securely. Please note, payment will be taken at the point of purchase.
Edrington Hong Kong reserves the right to alter the prices of the goods on offer online at any time without prior notice. However, the total price quoted will not change after your order has been acknowledged and that price includes all taxes in the order form.
All transactions are made in Hong Kong Dollars and Edrington Hong Kong are not liable for any additional exchange differences.
4. CAN I ORDER BY PHONE?
Unfortunately, we cannot take orders and accept payment by phone. If you require any assistance, please email [email protected]. We will get back to you within 2 working days.
5. WHERE DO YOU DELIVER TO AND HOW MUCH DOES DELIVERY COSTS?
We currently offer delivery of our whiskies within Hong Kong. Delivery is excluding outlying islands and restricted area such as Lo Wu. For the delivery location, you can visit our Delivery Information for details. We reserve the right to charge additional $100 delivery service cost which determined by us at our sole discretion. All additional charges are the responsibility of the recipient.
Standard shipping fees of HK$100 applies for orders below HK$1,000.
6. CAN I PROVIDE DIFFERENT BILLING AND SHIPPING ADDRESSES?
Yes. When placing your order, please enter the name and address of the person you want us to ship to in the 'Shipping Address’ section.
7. WHY IS THE MACALLAN WHISKY NOT AVAILABLE FOR DELIVERY TO MY COUNTRY?
We are currently only able to provide shipping to a limited number of countries. However, we are continually working to expand the range of countries we can deliver to.
8. I’VE PLACED AN ORDER BUT NOT RECEIVED A CONFIRMATION EMAIL, HAVE YOU RECEIVED MY ORDER?
Please check your SPAM folder to see if the confirmation email has been received. Please add [email protected] to your safe senders list. If you have not received your confirmation email, please contact us at [email protected].
9. WHAT IS YOUR RETURNS POLICY FOR ONLINE ORDERS?
Upon receipt, please carefully inspect all Products. The courier must be informed of breakages or shortages at the time of delivery. Edrington Hong Kong may not (at their sole discretion) accept any claims for breakages or shortages unless they are stated on the courier’s documentation. Photographic evidence is required by the carrier company if an item has been damaged during transit.
A refund or replacement will be provided for any Products which are damaged or faulty upon receipt, provided that notification of damage or fault is received in accordance with applicable law. All refunds are conditional upon our acceptance of a valid return of the Product. We do not offer refunds for bottles that have already been opened.
10. WHAT IS YOUR RETURNS POLICY FOR ONLINE ORDERS WHICH ARE DAMAGED OR INCORRECT?
If, upon delivery of your order, the goods are damaged or incorrect, please email your order number and proof of damage to [email protected]. Please provide as much information as possible including your order number and details of any damage including photographs. We will arrange for your order to be returned at our cost and we will do our best to provide a replacement if available. If a replacement is not available, we will refund the full cost of the item only. No compensation will be paid. Your statutory rights are not affected. The full replacements policy is available in our Terms & Conditions of Sale.
11. WHAT ARE THE TERMS AND CONDITIONS FOR PURCHASES MADE VIA THE MACALLAN ONLINE SHOP?
Our full Terms and Conditions of Sale are available here.
12. WHAT DATA PROTECTION, PRIVACY AND SECURITY PROTOCOLS DO YOU HAVE IN PLACE?
13. WHAT HAPPENS IF AN ITEM I ORDER IS OUT OF STOCK?
While we aim to hold all items featured on our website in stock, there are occasions when, due to high demand, we run out of certain items. Should this occur while processing your order, we will contact you by email. We will give you the opportunity to select an alternative item, to cancel the item from your order, or, where applicable, to wait for the product to come back into stock.
14. HOW QUICKLY WILL MY DELIVERY ARRIVE?
Our deliver partner shall use all reasonable efforts to deliver confirmed orders within 3-7 working days.
Within 1 working day of placing your order you will receive a confirmation of your order by email along with your order number. This number should be retained for future reference. You will then receive a telephone call from our designated delivery partner when your order is out for shipment.
Deliveries are made during business hours on Monday to Satursday between 9am – 8pm only. Deliveries are not available during Sunday and public holidays; to ensure prompt delivery, someone at age of 18 or above must be present to sign for the parcel.
15. I ENTERED THE WRONG ADDRESS, WHAT SHOULD I DO?
The delivery address for an order must be a valid residential/office address - we do not ship to P.O. Box or Parcel Lockers. Unfortunately, the delivery address cannot be amended once the order has been paid.
I the wrong address is indicated in the order, and the package is delivered, Edrington Hong Kong will not be liable for any replacement or refund.
There may be additional cost for change of address for undelivered parcels with wrong/invalid address.
In the event you realised that you have entered the wrong delivery details before package is delivered, please inform us by writing in to [email protected] as soon as possible. Do note that we will do our best to ensure order has been delivered accurately. We will not be reliable if email reaches us too late for amendments. Please check every detail properly before submitting an order.
16. WHAT HAPPENS IF I AM UNHAPPY WITH THE PRODUCT I PURCHASED OR I CHANGED MY MIND?
We do not accept return of items if you have made an incorrect purchase or you changed your mind after receiving the items. Please review your cart before completing the order. However, we are happy to receive your feedback so please write to us at [email protected].
17. CAN I TEST THE PRODUCT BEFORE BUYING THEM ONLINE?
As we are an online store, we do not have an option to test or see the products before purchasing them.
18. CAN I CANCEL MY ORDER?
Orders can only be cancelled within 12 hours upon order confirmation. If you wish to cancel, please write in to [email protected] with your order number.
Orders cannot be cancelled after it has been shipped or after receiving the goods.
19. HOW WILL I BE REFUNDED?
Refunds will be processed within 30 days after confirmation.
All returns will be reviewed by Edrington Hong Kong and we reserve all rights to approve/deny any return value.