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Frequently Asked Questions

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This year will see a record number of shipments during the holiday season. While fulfillment partners and carriers have learned valuable lessons from last year, they will nevertheless face difficulties meeting demand during peak season. 

We therefore encourage you to order as early as possible to give the best chance of receiving your order by Christmas. Please be aware that delays can occur in both fulfillment and in transit this holiday season. 

While you are welcome to select an expedited shipping option—and this may shorten the transit time of your parcel once dispatched—it will not result in expedited dispatch of your order from our warehouse. Please also note that expedited delivery times are not guaranteed and delays may occur just as with standard service.

Below are the recommended order by dates for Christmas delivery.

Customers in the United Kingdom
Economy — 16 December
Priority — 19 December

International Customers
International Christmas deliveries may be affected by factors beyond our control, like customs delays, overseas postal disruptions, and COVID-19 restrictions in the destination country. We recommend sending as early as you can.

We are happy to extend our return policy for any gift purchases made between 12 November and 25 December, 2021. Returns of gifts for exchange or refund can be made until 8 January, 2021.

Please note that all other terms and conditions in the Returns Policy are still applicable and that your items should be inspected within 48 hours of receipt for any damage or defect claims to be accepted. 

All purchases made after 25 December, 2021 are subject to the standard Returns Policy.

Please note that our shipments do not include invoices or gift receipts. Your order will include a packing slip and thank you card from Norlan, which also details how to reach us in the event there is an issue with the order or a return needs to be made. Should your recipient wish to make a return or exchange, all they need to do is contact us with the order number, or name and email address of the person who placed the order. 

Any requests for returns or exchanges will be subject to our Holiday Return Policy or Standard Return Policy, depending on when the gift was purchased. 

Unfortunately we are unable to offer gift wrapping or include gift messages at this time. If you are sending your gift directly to your recipient, we encourage you to give them advance notice. 

If paying by credit card we accept Visa, MasterCard, Discover, and American Express. You may also use PayPal. 

And, if you are an Apple Pay user, you can check out using Apple Pay on your Safari browser through your iPhone, iPad, or desktop.

If you have received a discount code and wish to apply it to your order, you can do so during the checkout process. The discount code field is found at the bottom of the order summary section. This is on the righthand side of the page in desktop and at the top of the page in mobile. 

Please note that discount codes cannot be combined with any other promotions. If your discount code is not being accepted, it could be that it conflicts with a promotion we are running. 

That will be a decision you must be prepared to live with for the rest of your life. How will you tell your friends and family that you chose to carry on living without the promise of one of our whisky changing products?

Nevertheless, if you do decide to cancel before it has been shipped, you can easily do this by writing us via the contact link below or emailing us at contact@norlanglass.com. If your order has already been dispatched, you will need to go through the normal return process.

We are working with a trusted warehouse and fulfillment partner located in Milton Keynes, United Kingdom.

If you are located in the UK or one of the below countries, please visit our UK store (uk.norlanglass.com):

Europe:  Austria, Belarus, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faore Islands, Finland, France, Germany, Greece, Greenland, Guernsey, Hungary, Iceland, Isle Of Man, Ireland, Italy, Jersey, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, Ukraine

Asia: China, Hong Kong, India, Indonesia, Japan, Kazakhstan, Kyrgyzstan, Malaysia, Philippines, South Korea, Singapore, Taiwan, Thailand, Timor Leste, Vanuatu 

Middle East: Israel, Qatar, Saudi Arabia, United Arab Emirates

Our main site (norlanglass.com) currently serves customers in the United States, Mexico, and select countries in South America and Central America.

Customers based in Canada should visit our Canada store (ca.norlanglass.com).

Customers based in Australia and New Zealand should visit our Australia store (au.norlanglass.com)

If you do not see your country listed above please contact us and we will see about adding delivery so that you can get the perfect whisky glass.  

If you've reached checkout and don't see your country listed, be sure you are on the the correct Norlan site serving your region. See the previous question above for the complete list of regions served by each site. 

All orders of in-stock items require 1 to 3 business days for dispatch. Once an order has been dispatched, you can use the below transit times to estimate how long it will take for your order to reach you.

- For orders shipping within the UK, please estimate 1-2 business days. 

- For orders shipping within the EU and most other non-EU countries, please estimate 4-5 business days. 

- For orders shipping to all other destinations, please estimate between 5-10 business days. 


Please note that all shipping times are estimates only. We cannot guarantee delivery times as these often vary considerably due to processing at various hubs. Note also that international shipments can take additional time due to customs processing. 

Lastly, please note the above shipping times apply to in-stock items only. Orders with backordered items are held to ship complete. Please refer to the product page of your backordered item for the estimated dispatch date. 


Not to worry. If you've ordered a gift and are sending directly to your recipient, please note that we do not include receipts (or invoices) in the shipment. All that is included is this packing list, which has the order number, the address of the recipient, and the list of items included. 

If tracking shows your package as having been delivered but you have not received it, please take the following steps:  

  1. Please first check around your property or building and enquire with any family members, neighbors, or building management to see if the carrier left your parcel in an alternate location. 9 times out of 10 this is the case. 
  2. If your order was sent via DPD and you still cannot locate it, please contact DPD customer service directly with the tracking number to see if they can provide additional information on the shipment. 
  3. If the above steps do not lead to your package being discovered, please contact us and we will take the necessary steps to further investigate. 

If you are located outside of the United Kingdom, please note that our pricing and shipping costs do not include any eventual taxes and customs duties you (or the recipient) may be required to pay prior to delivery in the destination country. Unfortunately, we are unable to provide estimates for these fees. 

If you are ordering from our UK store and shipping to a country outside of the UK, you (or the recipient) will be responsible for any customs and duties levied against your purchase upon import into the destination country. Our pricing and shipping charges do not include these eventual fees and we are unfortunately unable to provide estimates for you. 

That would be tantamount to asking us to break the law. Since we value our business and good standing with international agencies, we are not able to falsify export documents. If you are concerned about the costs and delays associated with shipping an item to your home country, you may need to wait until we have a distribution partner in your region or you are able to visit the United States.

Our return policy lasts 15 days and is effective from the moment you receive your goods. Any returns past 15 days from the date of purchase unfortunately will not be eligible for a refund or exchange.

Please review our full refund policy here. If your order is eligible for return or exchange, please send us an email at contact@norlanglass.com and be sure to include your order number.