Do I need to register or sign up to order?

No, you do not need to register. You can checkout as guest.

Where do you ship to?

We ship domestically only to the United Kingdom using Royal Mail First Class or 48hour Tracked services. Unfortunately we do not currently offer international shipping.

How long will my order take to arrive? 

We will process your order as soon as possible, usually dispatched on the next business day (Monday to Friday). We aim to deliver orders within 3 working days of dispatch. There may also be occasions when delivery will take longer due to factors outside our control.

What types of payment do you accept?

We accept most Debit/Credit cards (Visa, Master Card, Amex & Discover).

How can I contact Customer Services?

If you want to contact us, use one of the following options:
1. (Preferred Option) Submit your question using the contact form located at the bottom right corner on our website (could be enabled using the “Help” button).
2. By email: contact@twistails.com
3. In writing to: Bombay Sapphire Distillery, Laverstoke Mill, London Road, Whitchurch, Hampshire, RG28 7NR
4. By phone: 01256 890090 from Monday to Friday, 9am-5pm. Please use the contact form as preference whenever possible.

Are other items going to be added to the Twistails Shop?

From time to time, we will add new collections.

How do you deliver orders?

We use Royal Mail as our courier. Products sent requiring age verification will be sent by Tracked 48 service. Other items will be sent 1st or 2nd Class. We reserve the right to use other courier services.

When will I receive my order?

We aim to process and dispatch orders within 3 working days. Personalised items may take longer to dispatch. Royal Mail services can take 2-3 days. Please allow up to 7 days for delivery.

How can I track my order?

Products sent requiring age verification will be sent by Tracked 48 service, with email updates sent. Other items will be sent 1st or 2nd Class without tracking updates.

What if I need to cancel or amend my order?

We work to ship orders as quickly as possible. For this reason, we cannot guarantee that we will be able to cancel or amend your order after it has been placed. If you need to do so, please contact us immediately and we will do our best to cancel or amend it.
If you order has already been handed over to the courier, please see our cancellation / returns policy in our Terms of Sale for further instructions.

What if there is an issue with my order once I receive it?

Please contact us and we will do what we can to assist. Please see our returns policy for more information.

What is the refund and return policy?

You must return any unwanted merchandise in original packaging within 14 days of delivery. Returns after this time will not be accepted.
Please find our full Refunds policy in our Terms of Sale here.

What are the Terms & Conditions?

Please check our full Terms Of Sale here.

What is your Privacy Policy?

Please check our full Privacy Policy here.

How do discount codes work?

If you have a discount code, enter it during checkout and the discount will be applied to your order. Only one discount code can be used per order.

 Can I place an order by phone?

Orders can only be placed through the website.