FAQ

Here’s where you will find the answers you are looking for

General FAQ

How do you make your drinks?

We have our own stills and bottle our spirits by hand.

How is your merchandise made?

We support local companies to provide us with printed t-shirts, bags, engraved glasses and hats.

We are proud to be able to offer you merchandise which has been printed in Cornwall, and designed locally by Graphic Designers based in the Westcountry.

How do I care for my Merchandise

T-shirts

As with all t-shirts, you should wash dark colours separately, use a gentle cycle on the washing machine and cool iron. Try not to iron over the printed area, we recommend that you iron the t-shirt inside out to avoid damage to the print. Use the tumble dryer on a cool setting and hang out to dry. This way your t-shirts will stay in tip-top condition.

Kitchenware

For tumblers, you will need to avoid using harsh chemicals. Try not to put the glasses in the dishwasher, as the granules used in dishwasher soap could dull the glass and ruin the engraved surface.

Hats

If you have a hat from us, gently sponge it over with warm water, re shape and pop it somewhere to dry out.

About Product Availability

A product isn't available anymore. What can I do?

If you can’t find the product you wanted to buy please contact us and we will try to find it for you. If it is “out of stock” don’t worry; we can email you as soon as we have more available. Products go in and out of stock all the time, so we can usually have the product back in stock within a couple of days.

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    Why can't I buy your products if I live outside the UK?

    Currently we are only selling our products within the UK and primarily to England. If you have a special request, please contact us for further information and one of our customer services representatives will email you. We will gladly look into commercial orders from stockists outside the UK.

    If you sign up to our newsletter you will get up-to-date news on our products and we will be able to inform you of any changes to our delivery service.

    Sign up forour Newsletter

    Signup for our newsletter to get notified about sales and new products.

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      Postage and Shipping

      Why haven't I received all my items in one package

      Sometimes one of our products is ready to send out while other products are not. It depends on what we have “bottled up” at the time of your order, and what is ready to go.

      For instance, our t-shirt printer will send your t-shirt, where-as your bottled spirits will come from our shop on Looe Harbour. Sometimes, we may have to wait for our suppliers to ship us something in order to complete the order. For instance, we may be waiting on a delivery of bottles!

      If you placed your order some time ago and only half of it has turned up, please contact us so we can investigate.

      Please see our page on delivery times for more information.

      Where is my tracking info to track my parcel?

      It will take a couple of days to fulfil your order before it is sent out by Royal Mail. For high value items, we will send it via tracked mail, and send you a tracking code as soon as we have one.

      If you have made a large or high value order, and a tracking code has not arrived in your email inbox within a couple of days, then feel free to contact us so we can look into this for you.

      Please see our page on delivery times for more information.

      When will I get my order?

      Please see our page on delivery times for more information. Or, why notcontact us for more information on your order?

      Where will my order ship from?

      We are based in Looe, Cornwall, and all our merchandise is also produced in Cornwall, so all our products are shipped from Cornwall.

      How do I track my order?

      Most if not all of our products will be sent with a tracking code. As soon as we send your order you will be sent a tracking code so you can check your parcel’s progress via the Royal Mail Track and Trace service.

      If you have any questions about your order contact us.

      My order hasn't arrived

      If you suspect that your order is lost in the post then please first check:

      • You gave the correct address, if not please contact usimmediately
      • Your address stored on PayPal is the same as the delivery address*
      • At your local Post Office to see if you missed getting the Red Card
      • With your neighbours’ to see if the items has been left with them and they signed for it

      *Please note that you must use your PayPal Registered Address for all transactions. We only deliver to your PayPal address, this prevents mistakes, fraudulent claims and lost mail, it also protects you! So please check your PayPal address.

      • If you think you gave the wrong address then contact us immediately.
      • Contact us as soon as you can if you think the package is lost in the post
      • If you have given the wrong address, we can send you a replacement order but, contact us for further details. You will need to cover the cost of re-shipping a replacement order.

      Please see our Returns Policy for more information.

      For getting the correct postcode, why not use the Post Office Post Code Finder to make sure you get it right?

      Please see our page on delivery times for more information.

      About Faulty and Damaged Goods

      My item is faulty, what can I do?

      This is terrible news. We do our best to send out quality items, and we are so sorry this has happened. Unfortunately, sometimes a fault is missed. Please contact us within a week after receiving your order and we can sort that out for you.

      We will need to see a photo of the problem so we can investigate and issue a refund.

      Please see our Returns Policy for more information.

      I received a damaged product, what can I do?

      This is terrible news and we are so sorry this has happened, unfortunately this could have happened anywhere in the process of getting the products to you, or we accidentally sent you a damaged product by mistake. Sometimes things do slip through the net. We will replace the item, but you will need to send us a photograph of the product so we can investigate further.

      Please contact us as soon as possible so this can be resolved.

      Please see our Returns Policy for more information.

      I received the wrong product, what can I do?

      We would be mortified if this happened, you could have ordered one item and received something else, and we are sorry about that. Maybe that was a mistake we made. We could have put the wrong postage label on the parcel, or maybe we sent you the wrong size or colour, or flavour. Things happen sometimes by mistake.

      Please contact us. We will ask for photos of the item so we can send you a replacement, or issue a refund. Of course, we will cover return postage, and correct your order.

      Please see our Returns Policy for more information.

      Why isn't the product I bought the same colour as the one on the website?

      Monitors, mobile phones and tablets all have different settings for showing colour. Unfortunately, the colour on your PC monitor or Mobile Phone is different to what you see in real-life. As a result, it is impossible to match colours exactly with real-life items.

      For this reason we unfortunately cannot guarantee that the colours and details on our website are 100% accurate representations of the colours of the products.

      Though rare, it’s possible that you were sent the wrong colour. E.g. you ordered a black t-shirt and go a white one. If that’s the case, please contact us within a week after receiving your order. We will ask for photos of the item so we can send you a replacement, or issue a refund.

      Please see our Returns Policy for more information.

      My t-shirt doesn't fit, what can I do?

      Though rare, it’s possible that an item you ordered was mislabelled as a larger or smaller size than it really is. If that’s the case, please contact us within a week after receiving your order. We will ask for photos of the item so we can send you a replacement, or issue a refund.

      If you accidentally ordered the wrong size contact us. We can send you a replacement, but you will need to return the item to us first. Please contact us as soon as you find you have the wrong size, so we can work something out.

      Please see our Returns Policy for more information.

      Returns

      What’s your return policy?

      We accept returns and exchanges, but you will have to contact us within 14 days of purchase and you will have to cover the return postage cost. Returned items must be unused, unworn and labels attached. In particular – bottles MUST NOT have been tampered with.

      Before returning an item, contact us. To prevent fraud, we do not issue exchanges or refunds until we have received the returned item. We will issue a refund within 14 days of return. Please see our Returns Policy for more information.

      If there’s something wrong with your order, please let us know by contacting us.

      Do you offer refunds?

      Yes, we do offer refunds but to help us resolve this for you quickly, we will ask for order number, and any other details you may have about your order.

      Returned items must be unused, unworn and labels attached. In particular – bottles MUST NOT have been tampered with.

      You can tell us that you want a refund within 14 days of receiving your item. Once you have informed us that you want a refund, you will need to return the item to us within 14 days. We will issue a refund within 14 days of return. To prevent fraud, we will not issue a refund until we have received your return.

      If you return an item for a refund, then you will have to cover the postage costs. Please see our Returns Policy for more information.

      Can I exchange my t-shirt for a different size or colour?

      Yes, you can get an exchange, but returned t-shirts must be unused, unworn and labels attached.

      You can tell us that you want an exchange within 14 days of receiving your t-shirt. Once you have informed us that you want a refund, you will need to return the t-shirt to us within 14 days. We will issue a refund within 14 days of return.

      If you return a t-shirt for exchange then you will have to cover the postage costs for returning the item and for the exchange.

      Please see our Returns Policy for more information.

      I bought t-shirts in 3 sizes, now I want to return the ones that don't fit

      Buy law we have to offer refunds on orders, but we really need to highlight that we just don’t roll that way. We are a small distillery, which sends items to print on a small-order basis.

      You can tell us that you want a refund within 14 days of receiving your item. Once you have informed us that you want a refund, you will need to return the item to us within 14 days. We will issue a refund within 14 days of return. We will only give you a refund once we have received the returned t-shirts.

      If you return an item for exchange then you will have to cover the postage costs for returning the item and for the exchange.

      Please see our Returns Policy for more information.

      I returned an item, when will I get a refund?

      We will send a refund once we have received the returned item. We will issue a refund within 14 days of return . This prevents fraud and protects our business.

      Returned items must be unused, unworn and labels attached. In particular – bottles MUST NOT have been tampered with.

      Please see our Returns Policy for more information.

      Interpreting this page of FAQs

      These are our FAQS must be interpreted in the English language.

      Guaranteed to do our best

      We will try our best to resolve any issues so you will continue to shop at Copperfish Distillery. So contact us if you have any concerns.

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