Customer Service

Our distillery shop stocks a full range of current, rare and discontinued whiskies and merchandise. Please ask Mary or any one of our shop staff who will be glad to talk you through our whiskies and let you sample them to help you find your perfect dram.

Shop Opening Hours

Monday to Friday: 9am to 6pm

Saturday: 10am to 4pm

License for alcohol from 10.00 am

We can also arrange shipping to your home.

Email Mary here This e-mail address is being protected from spambots. You need JavaScript enabled to view it or call for any enquiries:  +44 (0)1496 850 190

Mary and the laddieshop lassies and laddies would be glad to organise a tour of the distillery for you. The distilling team will be glad to answer any questions you may have.

To ensure we can give you the time that you deserve, please book your visit:

Cost: £5 per person, including a dram. Approximate time: 45 minutes (depending on how many questions you ask….)

Please Email Mary here  This e-mail address is being protected from spambots. You need JavaScript enabled to view it or call to book in:  +44 (0)1496 850 190

We like to keep things simple and we like to make it easy for you to enjoy our whisky so we have just three simple shipping rates. Order 3 bottles or more and we'll ship to you for free, anywhere in the world.

Bruichladdich is displaying this privacy statement to demonstrate our firm commitment to privacy. Our information gathering and dissemination practices for this web site are:

We collect information about you for the following reasons:-

1. to process your order;
2. to deliver the Goods to you;
3. to process your payment; and
4. to provide you with the best possible service.

We will not email you for any other purposes in the future unless you have given us your consent. We give you the opportunity to refuse any marketing email from us.

The type of information we will collect about you includes:

- Your name
- Address
- Phone number
- Email address
- Credit/debit card details - Held By SagePay PCI 1 compliant.

We will try to ensure that the information we do hold about you is accurate and up to date. You can check the information we hold about you by emailing us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it If you find any inaccuracies we will delete or correct it promptly.

We will take all reasonable precautions to keep the details of your order and payments secure. Due to the nature of the internet and internet communications, unless we are negligent, we cannot be held liable for any losses caused as a result of unauthorised access to information provided by you or to data corruption, interception or delays, outwith our control.

Bruichladdich Distillery Company does not disclose buyers' information to third parties. Bruichladdich's web-sites use cookies. A "cookie" is a piece of software that is attached to hard drive of your computer and is used to keep track of the contents of your shopping cart once you have selected an item, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option.

You can disable the cookies that we attach if your browser supports this. For further information on how to do this, please refer to www.aboutcookies.org. However, you should bear in mind that if you exercise this option, you may be unable to use some of our on-line services.

The Laddie Shop
Bruichladdich Distillery
Isle of Islay Argyll,
Scotland PA49 7UN
United Kingdom

Phone: +44 (0)1496 850 190
Fax: +44 (0)1496 850 067

Visits

Distillery Visits  - This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Cask Owners  - This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Tours - This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Questions, 
Press & Public Relations - This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Distilling Questions - This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Maturation Questions - This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Bottling Questions - This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Futures Questions - This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Sales & Stockists - This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Export Sales - This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Club Presentations - This e-mail address is being protected from spambots. You need JavaScript enabled to view it

General

Online Shopping - This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Web/ IT Requests - This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Company Secretary - This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Suggestions or Complaints: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Distillery Manager: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

VAT Registration Number 761 7016 40

Use of the Bruichladdich Distillery web site (the "Site") is governed entirely by these terms and conditions (the "Terms and Conditions"). By using the Site you accept them. Please read them now. If you are not willing to accept them you may not use the Site. We may amend or replace them at any time.

Disclaimer
The content of the Site is for general information only. Bruichladdich Distillery Company Limited ("Bruichladdich") does not warrant or give any assurances as to the accuracy, completeness or currency of the contents in relation to any information or details contained in the Site. Bruichladdich disclaims all liability, howsoever arising, from the use of such content. Bruichladdich is not responsible whatsoever for the content of any external Internet sites accessed by hyperlink through www.bruichladdich.com

The prices are those of the Bruichladdich Shop, Islay.

This is a service for customers of the www.bruichladdich.com site: as well as the current range of distillery bottlings there are some exclusive web bottlings, clothing and extra bits, all items are despatched direct from the distillery shop on Islay. The prices quoted are from the distillery retail shop - it may be worth checking with other mainland specialists for special offers and prices. With regret we cannot ship Alcohol items to the USA, Canada, Norway, Sweden and Switzerland due to our carrier/customs restrictions.

Click on any items that you wish to buy, and put them into the shopping cart. After you have finished your selection, click on "Order" and you will be asked for a few details that we need to be able to satisfy the order.

Order Follow Up
Once an order is placed, you will receive an automatic email response, letting you know that your order has reached us securely and confirming the order details.

We accept credit card payments thru SagePay.

No person under the age of 18 years (or 21 years for USA) may place an order.

If you wish to cancel your order prior to despatch of the goods you have up to 7 working days, after the date of placing your order, to cancel by contacting us by email at This e-mail address is being protected from spambots. You need JavaScript enabled to view it . We will reimburse you within 48 hours of receiving your cancellation request.

Cask Orders
Insurance and Storage for 10 years are included free of charge in the prices quoted.
Payment for cask purchases (barrels under bond) will be taken online but are subject to additional charge's for Duty and Vat on bottling. We do not sell 'Mature" stock and cask purchases are only available to private customers.

Our Payment Service Provider is Sage Pay (formerly Protx) – the largest independent payment service provider (PSP) in the UK and Ireland. Sage Pay provides a secure payment gateway (Level 1 PCI DSS), processing payments for thousands of online businesses, including ours. It is Sage Pay’s utmost priority to ensure that transaction data is handled in a safe and secure way.

Sage Pay uses a range secure methods such as fraud screening, I.P address blocking and 3D secure. Once on the Sage Pay systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards.

Sage Pay is PCI DSS (Payment Card Industry Data Security Standard) compliant to the highest level and maintains regular security audits. They are also regularly audited by the banks and banking authorities to ensure that their systems are impenetrable.

Sage Pay is an active member of the PCI Security Standards Council (PCI SSC) that defines card industry global regulation.

In addition, you know that your session is in a secure encrypted environment when you see https:// in the web address, and/or when you see the locked padlock symbol alongside the URL.

So when buying through our site, you can be sure that you are completely protected.

More information about shopping securely with Sage Pay can be found at www.sagepay.com/shoppers

Upon receipt of the goods. if you believe that the items do not conform substantially to their corresponding description you must inform us within 7 days of receipt of the goods after this period you will have accepted the items as per EU distance selling regulations. We will refund your money within 48 hours of receiving the returned products, which must be returned to us in good condition. Any product returned must be within its original packaging and returned at your own cost and any postage and packaging costs shall be payable by you.

If any products are faulty or damaged upon delivery we require that you tell us within seven days of receipt of the products. After this period you will have accepted the items. We will either replace them free of charge or refund your money including the cost of delivery, within 48 hours of receiving the returned products, which must be returned to us within suitable packaging to prevent further damage.

All items should be returned via Royal Mail/Airmail to Laddieshop, Bruichladdich Distillery Company Limited, Bruichladdich Distillery, Bruichladdich, Isle of Islay, Argyll, Scotland PA49 7UN. Any postage and packaging costs shall be payable by you.

Delivery notes should be signed "unexamined". In the event of breakage or short delivery, we can only accept claims if we are notified in writing within three days of delivery. Please accept the delivery - DO NOT refuse it - sign the delivery note "Breakage" and contact us immediately.

Insurance
All bottles are despatched in approved polystyrene packaging with cardboard outer to prevent breakage. However, delivery notes should be signed "unexamined". In the event of breakage or short delivery, we can only accept claims if we are notified in writing within seven days of delivery. All despatches are insured at replacement cost.

Delivery Schedule
We expect to deliver within 10 working days to the UK Mainland (shipment days off Islay are Tuesday and Thursday). Parcel Force Tracking becomes live when your parcel has reached the mainland depot. Deliveries are not made on weekends or UK National holidays. Delivery will be made to the address specified by you on your completed order. We will endeavour to ensure delivery within the specified period, however we will not be held liable for any delay in you receiving the items in circumstances out with our control including but not limited to delay caused by the carrier, customs or whatever. Orders are processed with all possible speed; if you have not received your goods within 28 days, please contact us.

For those people living in countries to which it is illegal to post alcohol, we are happy to store your bottle at the distillery, or subject to security checks, to send it to an alternative acceptable address.

Unless specified, all products will be despatched from the distillery on Islay.

US Customers
Following the changes to BAFT laws governing the importation and labelling of alcohol in the US since January 2004 as a counter terrorism procedure, potential and current cask owners need to be aware of the following: Bruichladdich Distillery Company Limited cannot accept cask orders from addresses in the Liquor Control States of Alabama, Idaho, Iowa, Maine, Michigan, Mississippi, Montana, Montgomery County, Maryland, New Hampshire, North Carolina, Ohio, Oregon, Pennsylvania, Utah, Vermont, Virginia, Washington and West Virginia.

For BAFT approval and trademark purposes, the Bruichladdich Distillery label and bottle shape are not permissible for private cask owners. A standard cask owner label with a personalised back label will be provided compliant with current BAFT regulations prevailing at that time.
Importation of alcohol in to the US Free States is via a three tier importation system (Distributor, Wholesaler and Retailer) with the associated taxes, duties, levies, charges and distribution costs liable prevailing at that time.
Bruichladdich Distillery Company Limited is under no obligation to arrange importation into the US but will assist where possible and cannot guarantee that importation into the US will be possible in the future as a result of any further changes to the US importation laws.

Swedish/Norwegian/Swiss Customers/Usa/Canada
We can no longer ship alcohol into the above since customs/carriers have tightened the rules - 2010/2012