Terms of Sale

We will endeavour to ensure that the information displayed on this website is current and accurate. However, we cannot be held liable for any errors. This includes stock levels, images, descriptions and prices. Please contact us before you place an order if you have a specific requirement.

All tasting notes are a subjective view of a product. We take no responsibility for faulty tastebuds.

We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. 

If we cancel your order in part or in its entirety, you will receive a refund for the full purchase price of the part of the order that has been cancelled.

Orders must be paid for in advance. Once you have placed an order online, we will send you a confirmation email. We will contact you if there are any problems with stock, pricing or delivery. If you have made an error in your order please contact us and we will take steps to amend it before dispatch where possible. A second email will be sent when the order is dispatched. This confirms stock availability, price and payment.


All prices are quoted in pounds sterling and are inclusive of UK VAT. We reserve the right to change the prices of any item at any time without prior notice. We will not be obliged to fulfil orders for items that are priced incorrectly.


Payments are processed by Shopify Inc.We accept Visa and MasterCard credit cards, Visa Delta and Maestro debit cards and American Express/Diners Card. By placing an order, you consent to payment being charged to your credit/debit card.  All credit/debit cardholders are subject to validation checks using 3DSecure and may be subject to checks through your banking provider. If your card issuer does not authorise payment, we will not be liable for any delay or non-delivery.

Payment data is stored by Shopify Inc and we do not have access to unencrypted data.


Certain products can be personalised with engraving for a £6.99 fee. Please select this option on the product page and complete the ‘Engraving’ text box underneath. Orders with personalisation may take longer to process before we can post them. Each bottle has different space available, so we may contact you to confirm the layout that you require. Otherwise we will engrave with the supplied spelling.

If an order is placed without selecting the personalised option but an engraved message is included, we will contact you to confirm if it is required. The £6.99 fee will still be payable but this may delay your order.


We can only deliver to UK domestic addresses. 

We will process your order as soon as possible. Orders are typically delivered by the courier within 2-3 working days after being dispatched by us. There may also be occasions when delivery will take longer due to factors outside our control.

Over the Festive period deliveries may take longer as the distillery is closed and courier services are suspended or delayed. Please contact us if you have an urgent order at this time.


Cancelling an order

You have the right to cancel your order up to 14 days from when you have received your delivery. Please email contact@twistails.com with details of the order number, your name, address and contact details. You then have an additional 14 days to return the item to us.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Perishable food items and personalised items are exempt from being returned.

Faulty Goods

You may also return items that are faulty, not as described or damaged. Please email us explaining the situation before posting them back to us.


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and notify you of the approval or rejection of your refund.

There are certain situations where only partial refunds may be granted:

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error. We allow for the same wear and tear expected by assessing an item in a high street shop.
  • Any item that is returned more than 28 days after delivery

If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 14 days.

For order cancellations we will refund the cost of delivery to you but not the cost of returning the item(s) to us.

For faulty goods we will refund you the full amount including the original delivery charge and any reasonable costs for you to return the product to us. Please always contact us at contact@twistails.com before sending an item to discuss the best method of posting it.

Shipping goods back to us

Please always contact us at contact@twistails.com before posting an item back to us. To return your product, you should post it to: Bombay Sapphire Distillery, London Road, Whitchurch, Hampshire, RG28 7NR. Returns should be made using a tracked shipping service to allow proof of receipt.