Frequently Asked Questions
Due to the ongoing effects of COVID-19, our fulfillment partner is operating at reduced staffing to ensure the safety of their team. As a result, dispatch times are currently delayed and can take up to 5-7 working days from the date of purchase for orders to be released to the carrier.
Please note that as of January 1, 2021, if you are a customer located in the EU, you will be responsible for paying taxes and duties to your local carrier or customs authority upon (or after) delivery.
Kindly note that our shipping costs DO NOT include these taxes and duties and we are unable to provide estimates for these fees at this time.
As a result of the new requirements for documentation imposed on carriers, please note that shipping times to the EU may be extended as carriers work through backlogs and attempt to streamline their services from the UK to the EU.
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.
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 email@example.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.
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:
- 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.
- 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.
- 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 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.