Customer Care

DISCOVER

Customer Care

In this page you can find more info about the online shop

J.G. Thomson was originally a wine & spirits merchant with its roots dating back to the 1700s and occupied the Vaults in Leith – the now home of SMWS.

We are inspired by this savvy Edinburgh family we’ve taken as our namesake and we push forward now with the same founding principles; to create new and exciting tastes that tantalise the adventurous.

We want to capture the opportunity that is currently rife within the craft and artisanal spirits market. Consumers are continuing to search for spirits that offer a diverse and authentic experience – as well as having the desire for innovative and higher-end products. By using our core skill & knowledge set, we will bring J.G. Thomson back to life in 2020 offering a varied portfolio that fits into this market..

FAQS

FAQS

Where is my order confirmation?

When you place your online order we send your order confirmation to the email address added at the checkout, this should be with you very soon after order completion.
If you can’t find your email, do double check your junk folder. And do add us to your safe senders list – we promise we’ll never spam you!

When will my order be delivered?

Our standard UK shipping takes 2-3 working days – we’ll email tracking information which will be updated when your order is out for delivery.We are hoping to add further options for delivery and would love your feedback: customercare@jgthomson.com

What happens if there is a problem with my order?

We do our best to ensure there are no problems with your order, however,should any arise you can contact us by emailing customercare@jgthomson.com

What is your returns policy?

Our returns policy can be found at: https://jgthomson.com/terms-conditions. But our customer service team are very happy to help so drop them an email – we’re always keen to talk through a return and help you to resolve the issue.
For example, if you change your mind about a product and wish to return it, in unopened, undamaged condition, within the ‘14 day’ limit as detailed in our terms and conditions. We will always do our best to assist and ensure you enjoy our spirits!

What size is the bottle?

Our Whiskies & Spirits are sold in 70cl bottles, that’s 700ml. All our bottles are in centilitres (cl). If you need more exact dimensions, just pop us an email and we’ll be happy to check, and just so you know our bottles are bespoke to JG Thomson they are slightly larger than usual spirit bottles.

How long does it take to receive my order?

We use DPD for all our home deliveries and we’ll always despatch orders to arrive within 2-3 days, or sooner – if anything comes up that might cause a delay to your despatch, we will let you know. Once despatched, we’ll email tracking information to you, so that you can monitor its progress with DPD.

I am looking to place an order for lots of bottles . Can I do this??

We are happy to receive large orders from customers. However if you are looking to purchase frequently please do fill in the form for a Trade Account or email tradeteam@jgthomson.com

Can I send my order to a different address from my own?

You certainly can! During checkout you are required to provide a delivery address. If the billing address is different, just untick the box stating ‘my billing address is the same’ and you can enter your billing address.
And don’t worry if you’re sending your order as a gift – we don’t include paper invoices unless specifically requested.

Can I order by telephone?

We are unable to process telephone orders. If you require assistance with an order please email us at jgthomson.com/contact-us

How much does delivery cost?

When you add your chosen bottle(s) to the basket and proceed to the checkout – it will automatically work out all of the pricing for you before you go a step further! Currently we charge a flat rate of £6 for UK deliveries.

Do you offer weekend deliveries?

We are working hard to look at different deliveries and introduce weekend deliveries. Please check back for updates.

What happens if my parcel is damaged or lost?

These issues are rare. Our couriers should report any issues to us before delivery takes place – but of course, sometimes this may not be clear until you open your package.
If you receive an order and have any concerns whatsoever, please contact our customer service team immediately. They will help get it sorted by arranging a replacement to be sent where available, a refund, or a suitable equivalent. Please do not dispose of the packaging or products before speaking with our team first.

Can you gift wrap the bottles?

Sadly we don't offer a gift-wrapping service at this time. Our priority is making sure your bottles reach you in absolutely perfect condition.

WHICH COUNTRIES DO YOU DELIVER TO?

Please be aware that we are only able to ship to UK addresses for now. Please only continue if you can provide a UK delivery address. Sorry for any inconvenience.