FAQ

HOW DO I TRACK MY ORDER?
For all our Rum (bottles and crates) and merch, once we have prepared your order to ship, you will receive a email shipping notification containing a parcel tracking number. Follow the information in the email to track your parcel. You may also receive a shipping confirmation from a courier partner. If you do not receive this email, please check your spam folder. Still have a question about your order? Please email us or give us a call.

I HAVEN’T RECEIVED MY ORDER CONFIRMATION
Once you have placed an order, an order confirmation will be emailed to you. If you haven’t received it, please check your spam or junk folder. If you have still need assistance, Please email us or give us a call.

CAN MY ORDER SHIPPED TO A PO (POST OFFICE) BOX?
We do not deliver to PO Boxes. All deliveries containing alcohol need to be signed for.

I HAVE PLACED MY ORDER, WHEN WILL IT SHIP?
We aim to ship all of our orders within one working day (Monday – Friday) of the order being placed. If for whatever reason there is an issue with the stock or there is going to be a delay to the dispatch timescales proposed we will contact you and give you the option to cancel your order in exchange for a full refund.

WHEN CAN I EXPECT TO RECEIVE MY PARCEL?
The delivery date estimate depends on the courier choice you selected at checkout.

CAN I CHANGE MY DELIVERY ADDRESS AFTER CHECKOUT?
Given shipment takes place shortly after order and the address details are also used as part of the payment verification process, it is unfortunately not possible to change the delivery address of your order after the order has been placed.

CAN I RETURN MY ORDER?
You can return any order that was placed through our website, for any reason, but you must make us aware of your desire to return your purchases within 14 days of receipt of your order. Your purchase must be in its original condition with the packaging unopened, unless there is a product defect or it was damaged in transit. After confirmation that your return has been accepted, you must return the purchase within 7 days.

CAN I RETURN A GIFT?
Yes, you can return a gift that was purchased through our website. Your gift must be in its original condition with the packaging unopened, unless there is a product defect or it was damaged in transit. After confirmation that your return has been accepted, you must return the purchase within 7 days.

CAN I CANCEL MY ORDER?
Once an order has been placed it can no longer be cancelled. However, once you have received the order you are able to start the returns process to receive a full refund in accordance with our Returns & Refund Policy.

HOW LONG DOES THE REFUND PROCESS TAKE?
It may take up to 10 days for a refund to appear in your account after you have received confirmation that a refund will be issued. This is often impacted by your initial payment method.

MY REFUND IS LATE OR MISSING, WHAT CAN I DO?
If you haven’t received a refund 10 days after receiving confirmation it was being issued, please re-check your bank account to confirm. Refunds will appear from V Spirits Company Limited or V Rum. If the refund does not appear, please first confirm with your bank or credit card issuer that there are no refunds pending. If you are still unable to identify the refund, please contact customer.services[at]vrum.co.uk so that we can investigate.