Returns, Refunds and Missing Orders

This policy applies to purchases made through the SpookEasy Spirits online store. We currently deliver within the UK only.

Contact us

For cancellations, returns or problems with your order, please email spookeasyspirits@outlook.com, including your order number.

If you cannot locate your order number, please provide other proof of purchase so we can identify your order. We will provide the return address when you contact us.

If you change your mind

You can cancel your online purchase by notifying us within 14 days of receiving your order, without giving a reason. You must then return the items within 14 days of notifying us.

You are responsible for return postage costs for change-of-mind returns. Please package the items securely and retain proof of postage.

You may inspect the items as you would in a shop. We may reduce the refund to reflect any loss in value caused by handling beyond what is necessary to check their nature, characteristics and operation.

When you cancel your entire order, we will refund the purchase price and the original standard delivery charge. Any additional cost paid for an upgraded delivery service will not be refunded.

Refunds will be issued to your original payment method within 14 days of receiving the returned items or evidence that you have sent them back, whichever is earlier.

We do not offer additional change-of-mind returns outside this cancellation period.

Damaged, faulty or incorrect items

If an item arrives damaged, is faulty or is not what you ordered, please contact us as soon as possible.

Please include your order number, a description of the problem and clear photographs of the item and any damaged packaging. If photographs are not possible, let us know so we can arrange another way to assess the issue.

We will provide a replacement or refund as appropriate under your consumer rights. This includes your right to reject faulty or incorrectly described goods for a refund within the applicable 30-day period. Rights to repair, replacement or a refund may continue after this period.

If we need an item returned because it is damaged, faulty or incorrect, we will arrange or cover reasonable return postage costs. Please contact us before sending it back.

Missing items or undelivered orders

If your parcel has not arrived, or an item is missing from a delivered order, please email us with your order number and details of the issue.

For items missing from a delivered parcel, please also provide photographs of the contents, packaging and address label where possible. Photographs are not required for a parcel that has not arrived.

We will investigate with the delivery provider where necessary and arrange a replacement or refund as appropriate. You will not need to pursue the courier yourself.

Your consumer rights

This policy does not restrict your statutory consumer rights. Any additional goodwill offered outside those rights will be considered individually.