DELIVERY PROCEDURE
We will ship your products between 24 and 48 hours after we receive your order. Within this period, you will receive a tracking link from DPD (EU customers) or from DHL (outside of the EU). For customers in the United States we follow a different shipping method that is explained here. We estimate that deliveries arrive in 5 working days after shipment for European customers, within 15 working days after shipment for non European customers and within 20 working days for US customers.
DELAY PROTOCOL
Please follow our Delay Protocol if the postman is taking longer than 15 working days to ring your doorbell after shipment, if your tracking is not working or if your parcel seems stuck somewhere in the process:
- We ship worldwide from The Netherlands. A small delay in the tracking can happen. If your tracking has not changed for 7 working days, please contact us and we will start an investigation.
- If your tracking has not changed for 15 working days, we will see if the order is eligible to be re-shipped. Should your product not be available anymore in our webshop, we will see if the order is eligible for a refund.
DAMAGE DURING TRANSPORT
We will pack your purchase super carefully, because the whisky you just bought is totally awesome and it will be a loss to humanity if anything bad happens to it. That’s why we provide double layered carton boxes and endless layers of bubble wrap as a free service to all customers, safekeeping your collectible during transport. Should a product still be damaged upon delivery, we will take full responsibility. Please take the following steps, so we can reimburse you for the damages:
- Please contact us about the damage within 2 days of delivery. Please also send us a picture of the damage. We promise to reply to you within 1 working day.
- After we have contacted you, we will either have the damaged product picked up from your location or you can send it back to us with a method specified by us.
- After we have received your return, we will reimburse you for your loss within 14 days.
Our address is:
Must Have Malts
Winthontlaan 30B
3526 KV Utrecht
The Netherlands
CANCELATION PROCEDURE
Although we expect no one to be unhappy about their purchase (because all whiskies we sell are so darn fine), it may concur that you would like to return your product. We will happily refund your money under the following conditions:
- The product is not damaged and is in the original packaging.
- You will inform us within 14 days after the day following the delivery of the goods.
- Shipping costs for returning the order are payed by the customer.
- We will only make reimbursements after receiving the returned product in good conditions.
- Reimbursements will be made within 30 days upon receiving the returned product at our address in The Netherlands.
DELIVERY ADDRESS
Please note that we are not able to provide any aftercare on shipments that have been delivered at a place or address other than the address that was used during checkout, unless specifically communicated with and accepted by Must Have Malts. Parcels that have been delivered on a porch, garage or other place upon request by the consignee, fall outside of Must Have Malt’s responsibility.