Frequently Asked Questions

The Top Twelve Most FAQs

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Account

Orders

Corporate Gifting

Miscellaneous

Account

Question: Do I need to set up an account to place an order with A&J?

Answer: No. Setting up an account makes your experience more informative, quicker and easier next time you shop. But you can also place your order as a guest user without setting an account up.

Question: What payment methods do you accept?

Answer: You can pay online using any Visa, MasterCard, American Express or Maestro debit or credit card.

Question: Is it safe to use my credit card online with A&J?

Answer: Yes. Alexander & James is committed to protecting your security and privacy. We know that when you shop online, you want to know that your name, address, credit card details and other personal information is kept safe and secure, and we are compliant to the Payment Card Industry Data Security Standard (PCI DSS) Certification.

Question: Do I need to re-enter my credit card details when I add a new address? If so, why?

Answer: No. Your card details are saved in a separate location to your address on your account, so adding or editing one won’t affect the other.

Question: How can I remove saved credit card details from the A&J website?

Answer: You can remove saved credit cards details by simply logging into your account and clicking the ‘remove’ link next to the relevant card entry.

Question: Is my personal information kept private?

Answer: Please be assured that your personal information is kept private and confidential and at no point is it rented or sold to third parties. To register at Alexander & James, we will need to know your name, mailing address, email address and date of birth. In certain cases we might share your personal information with non-Diageo companies that provide marketing services to Diageo companies and to certain other third parties who partner with Alexander & James, but only when they offer adequate protection for your information. Please note that Alexander & James may use your contact details to inform you of product updates as well as lifestyle inspiration. If you would prefer not to receive these updates, you can unsubscribe in your email preferences. When processing your order online we require your billing address, shipping address, telephone number, credit card number and expiration date. If necessary, these details may be shared with a credit reference agency to verify your order. For more information, read our Privacy Policy.

Question: What are cookies? Should I be worried about them?

Answer: Cookies are small files which are stored on a user's computer or device. They are designed to hold a modest amount of data specific to a particular client and website, and can be accessed either by the web server or the client computer. This allows the server to deliver a page tailored to a particular user, or the page itself can contain some script which is aware of the data in the cookie and so is able to carry information from one visit to the website through to the return visit. The use of cookies is common practice for any website and helps save you time by recommending products and content based on your interests. For more information on cookies and how to disable them, read our Privacy and Cookies Policy.

Question: What is a wish list/my bar?

Answer: A wish list is a list of items that interest you for purchase at a later date. You can organise items on your wish list into sub-lists, share it with friends and shop for items on the list whenever you like. You can also search for and access your friends’ wish lists to buy them the perfect spirits gift for a special occasion. And, if you’d like, your friends can also search for your wish list, so it’s worth having one!

Question: How do I create a wish list?

Answer: To create a wish list, you’ll need to set up an account with Alexander & James and log into it. When browsing products, simply tick the 'add to wish list' option. You can also see your wish list by clicking on the left hand navigation bar.

Question: Can I share my wish list?

Answer: Yes. You can choose to share your wish list with others by making it public and letting them search for it using your email address.

Orders

Question: How do I know that the products you sell are authentic?

Answer: Alexander & James is part of the Diageo group. All spirits sourced for our site come directly from the production sites of Diageo and its partners. All products are excise and VAT compliant .

Question: Do you deliver to PO Box addresses?

Answer: No, we do not deliver to PO Box addresses.

Question: Do you deliver overseas?

Answer: No. We only deliver to addresses in the country you choose when you first enter the website. Your billing address must be located in the country of delivery and you must also pay with a debit or credit card issued in that country.

Question: Do I have to pay duties or taxes?

Answer: All duties and taxes are included in the price of your purchase.

Question: How will I know if an item is out of stock?

Answer: If an item in your basket is out of stock, we’ll let you know during checkout. You can still include the item in your order and we’ll make sure we get it in stock as soon as we can. Once you’ve placed your order, we’ll send you an email to confirm that we’ve requested more stock of the item.

Question: Can you send items in one order to more than one address?

Answer: Yes we can deliver items in one order to multiple addresses. Please call customer service or visit our site from a desktop to ship to multiple addresses.

Question: How soon can I get my order?

Answer: Our standard delivery is 2-3 working days. Our next day delivery is 1-2 working days depending on when your order is placed. If you ask for your order to be delivered on a specific date, it will arrive on that date at an extra charge. Please note that our delivery dates may be affected by public holidays and some geographic locations. Orders placed before 2:30 pm GMT will be dispatched on the same day.

Question: How much will it cost to deliver?

Answer:

  • Standard delivery (2-3 business days) £4.99
  • Next day delivery £8.99*
  • Nominated day (specific day which is not the next day) £6.99*

 

* Please note this is not a guaranteed option for some areas of the UK. Please call our customer service at 0808 2341 080 (toll free), 0208 978 1101 (local)  or email customerservice@alexanderandjames.com .

if you have questions about delivery times. Orders placed before 2:30 pm GMT will be dispatched on the same business day.

Question: Do you offer same day delivery?

Answer: No. At the moment, we don't offer same day delivery. Our express delivery is 1-2 working days. Our standard delivery is 2-3 working days.

Question: What packaging will my order be delivered in?

Answer: Question: What packaging will my order be delivered in?

Answer: Your order will be packaged in a luxurious Alexander & James box and delivered securely via a UPS-approved shipping case. Packaging may differ from maroon box illustrated on site. Please visit our packaging page here .

Question: Can I get a bottle engraved?

Answer: Yes. You can get select bottles of Johnnie Walker and Talisker whisky engraved. Simply tick this option when you add the bottle to your cart or at checkout and type in the message you want us to engrave. Engraving does not affect delivery times, which means that next day delivery is possible for personalised bottles.

Question: What happens if my engraving is incorrect?

Answer: We’ll always engrave the exact message you type in the box given at checkout. If you think we’ve made a mistake, Please call our customer service at   0808 2341 080 (toll free), 0208 978 1101 (local)  or email customerservice@alexanderandjames.com .

Question: Can I write my own personal message?

Answer: Yes. If you are purchasing a gift for someone, you can add a personalized message by ticking the gift card box at checkout, then typing in your message. If you are sending multiple products to one person, tick the gift card box next to one of the products in the order and one gift card will be included in the delivery. If you write a gift card for each of the products in the order, then the recipient will receive multiple gift cards (which is charming, but one is probably enough).

Question: Is my parcel insured?

Answer: Yes. Your parcel is covered by insurance up to the point that we deliver it to you. The liability for the product during a return may lie with you if the product is returned purely for personal reasons.

Question: What if my parcel is damaged?

Answer: If possible, please check the condition of your parcel before you sign for it. If it’s at all damaged, don’t sign for it but hand it back to the courier to return to us. If you only discover that your parcel is damaged after you’ve signed for it, please call our customer service at 0808 2341 080 (toll free), 0208 978 1101 (local) or email customerservice@alexanderandjames.com 

 

Question: What if I've received the wrong goods?

Answer: Please call our customer service at 0808 2341 080 (toll free), 0208 978 1101 (local) or email customerservice@alexanderandjames.com .

Question: What if my parcel is lost in the post?

Answer: If you think your parcel has been lost in the post, please visit www.ups.com and type your tracking number into the tracking box. You can find your tracking number in the Order History section of your account. If your are unable to track your package, please call our customer service at 0808 2341 080 (toll free), 0208 978 1101 (local) or email customerservice@alexanderandjames.com .

 

Question: Why do I need to show valid identification and sign for my order?

Answer: To purchase products from Alexander & James, you must be of legal age to buy alcohol, which is 18 years old and above in the UK. Delivery will only be made to individuals of legal purchase age and our delivery company will require signature on delivery. Our delivery company will check ID if they are unsure of the recipients age.

Question:Can you leave my delivery with a neighbour?

Answer: No. The address where the package is delivered and signed for must match the address on the package. An adult over 18 needs to sign for the package.

Question: Can I change my delivery address after my order has been dispatched?

Answer: No, not if it has been processed. Once you’ve placed your order, we’ll process and dispatch it as quickly as we can. In most cases, this happens the same day. If you’ve asked for your order to be delivered on a specific date, depending on how far in the future that date is, we might be able to change the delivery address. Please call our customer service at 0808 2341 080 (toll free), 0208 978 1101 (local), or email customerservice@alexanderandjames.com.

Question: Can I add items to an existing order?

Answer: No, not usually. Once you’ve placed your order, we’ll process and dispatch it as quickly as we can. In most cases, this happens the same day. If you want to add items, please place a new order.

Question: How will I know you've received my order and when will you take my payment?

Answer:You will get an e-mail confirming that we've received your order. We will charge your debit or credit card when your order is shipped out to you.

Question: Can I track my order?

Answer: Yes, once your order ships you will receive a confirmation email with a link to your tracking number. This link will also be available in the Order History section of your account.  

Question: Can I return items? How?

Answer: Yes. Please call our customer service at 0808 2341 080 (toll free) , 0208 978 1101 (local), email customerservice@alexanderandjames.com to arrange a return authorization. Please note that we cannot refund correctly engraved products. We request that you return the item within 30 days from the date of delivery. 

Question: Can I exchange items? How?

Answer: No you may not exchange an item. You may return an item for a refund and then place a new order online or through our customer service representatives.

Question: Will I be refunded the full value of my order?

Answer: Yes, you will be refunded the full value of your order including shipping costs if returned within 30 days of delivery.

Question: How long will it take to get my refund?

Answer: We typically process a return within two weeks.

Corporate Gifting

Question: Do you have tips for shipping to multiple addresses?

Answer: We recommend that you follow these steps to make shipping to multiple addresses easier:

  • Become a member before you complete your purchase. This will allow you to save a list of up to 20* addresses to your preferences.
  • Load and save the addresses to your membership profile.
  • Shop.
  • At checkout, assign an address to each product individually. Products assigned to the same address will be grouped and sent together.
  • Complete your order.

*If you would like to ship special combinations or ship to more than 20 different addresses, please call our customer service at 0808 2341 080 (toll free), 0208 978 1101 (local) or email customerservice@alexanderandjames.com

Question: I'm placing a large corporate gift order. How can I get help?

Answer: For guidance on packaging, recommended gifts and corporate discounts, please call our customer service at 0808 2341 080 (toll free), 0208 978 1101 (local) or email customerservice@alexanderandjames.com

Question: Do you offer discounts on corporate gift orders?

Answer: Yes, we do offer discounts on corporate gift orders. Please contact our customer representatives directly, and they will calculate your discount based on the quantity ordered. Please call our customer service at 0808 2341 080 (toll free), 0208 978 1101 (local) or email customerservice@alexanderandjames.com

Question: Do you charge VAT on corporate gift orders?

Answer: If you provide us with a valid VAT registration number for your company at the time of ordering, we are happy to process the order without a VAT charge.

Question: How can a corporate gift be signed for?

Answer: As with all deliveries, corporate gifts will only be delivered to and can only be signed for by individuals of legal purchase age. . Corporate gifts being sent to multiple addresses will also only be delivered to and can only be signed for by individuals of legal purchase age.

Legal

Question: How can I contact A&J?

Answer: Please call our customer service at 0808 2341 080 (toll free), 0208 978 1101 (local) or email customerservice@alexanderandjames.com. You may also write to us at P.O. Box 58182, 1040 HD Amsterdam, The Netherlands. Returns are not accepted at this address.

Question: If I’m ordering a gift, can the recipient contact Alexander & James directly with questions related to the gift, delivery, returns and refunds?

Answer: Yes, please be aware the recipient will need the order number or the name and address of the purchaser to make inquiries. Refunds will be given to the purchaser, not the recipient.

Question: Who is Alexander & James?

Answer: Alexander & James (A&J for short) is an online spirits store brought to you by the global drinks specialist Diageo. Named for two celebrated men in whisky: Sir Alexander Walker II and James Buchanan, Alexander & James is dedicated to making the craft, heritage and passion that go into making fine spirits easily accessible and contemporary.

UPS

UPS, the ups brand mark, and the Color Brown are trademarks of United Parcel Service of America, Inc. All Rights Reserved

 

Customer Service

Questions? Let us answer them.

Our UK Customer Service

Freephone: 0808 2341 080
Local: 0208 978 1101

Monday - Friday: 9am to 5pm


Calls are free from UK landlines, calls from mobiles may be subject to fees.

Postal Address

P.O. Box 58182, 1040 HD
Amsterdam, The Netherlands.
Returns are not accepted at this address.