Frequently Asked Questions
Currently we are experiencing only slight delays in dispatch times as our fulfillment partners enact new measures to ensure the safety of their employees will providing continued service. At this time, carriers are continuing to keep the flow of goods moving, though it is possible that certain regions or cities may see an increase in transit times.
We are monitoring the status of both our fulfillment partners and carriers very closely and should either of these conditions change, we will notify customers with open orders and place updates on our website.
The likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, travelled, and exposed to different conditions and temperature is also low.
Source: World Health Organization
Our fulfillment partners are taking all necessary steps to ensure the safety of their staff and prevent the spread of the Coronavirus, having already implemented strict cleaning, sanitation, and safety guidelines as advised by WHO.
Like nearly every industry, retail and e-commerce has seen a huge impact as a result of the global pandemic and we have not been impervious to this. We can certainly use your patronage during these difficult times.
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.
Unfortunately we are unable to offer gift wrapping at this time.
If you are sending your order to a gift recipient, you can add a short gift message in your shopping cart and this will be printed on the packing list.
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 EU, 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.
We will extend our return policy to 15 days after Christmas for all orders purchased as gifts up until this date. Please note that all products must be inspected within 48 hours of receiving your order if we are to make any replacements on potential damages incurred during shipping.