Frequently Asked Questions
How long will my membership last?
Where can we ship to?
Currently we are able to send to the following countries: Australia, Austria, Belgium, Denmark, Finland, Germany, Hong Kong, Iceland, Israel, Ireland, Japan, Latvia, Luxembourg, Malta, Netherlands, New Zealand, Norway, Singapore, South Korea, Spain, Switzerland, South Africa, Taiwan and the United Kingdom.
This is generally governed by restrictions on the shipping of alcohol products to residential addresses in each country. It is reviewed regularly and updated on our websites accordingly.
We will not honour any orders to countries that we do not ship to. Also, we will not deliver to any of our Cadenhead’s shops (do not enter a Cadenhead’s shop as your “shipping address”) nor can online orders be combined with shop purchases. For full details on our delivery policies please visit our dedicated. Shipping Info page.
I am a member but you no longer ship to my country. What options are there for me to buy society bottles now?
Regrettably, since the UK has left the EU, we are now unable to ship alcohol to many countries we previously could. Other countries have strict laws on the importation of alcohol which prohibit us from shipping to members based there.
Those members may order from us ONLY if they are able to ship to an alternative address where alcohol may be sent.
We continue to review this and will implement alternative options where possible. This situation is out of our control and therefore we cannot offer membership refunds based on shipping destinations.
How will I know if you have shipped my goods?
When your order is packed and ready to dispatch you will be notified by email. Tracking information will also be forwarded to you by the nominated shipping company. Please note that as we are based in Campbeltown delivery may take a little longer than expected.
Taxes & Duties
All products sold on our website are subject to UK taxes, if we are sending to an address within the United Kingdom prices are subject to Value Added Tax (VAT). VAT will be automatically deducted from all orders being shipped to an address outside the UK, however, you may be liable for local taxes and duties upon arrival in your country. It is the customers responsibility to check with their countries import regulations prior to purchasing. It is the customers responsibility to pay these fees prior to delivery. You will not be refunded for refused deliveries as these orders may be destroyed.
Can I collect my bottles from a Cadenhead’s Store?
a) Although we do not allow for members using our shops as their “shipping address,” we do offer a FREE collection service from Cadenhead’s stores in the UK and Europe*. This will be shown on the shipping options page during the ordering process.
You may experience a delay in receiving your bottle(s) but will be notified by email when it arrives and should be collected. Bottles MUST be collected within 5 working days of notification, they will not be stored for longer than this unless by prior arrangement with the store manager.
*This service is currently suspended due to the pandemic but will resume when the stores return to normal business.
Can I store bottles and ship all together at a later date?
We do not offer this service from the distillery or any of the Cadenhead’s stores. All orders must be collected/shipped promptly after purchase.
Where are all the Cadenhead’s stores located?
To find a Cadenhead Store: https://www.cadenhead.scot/shops/.
How do I verify myself to claim discounts and other society benefits?
In your welcome pack you should receive a membership card. You should use this when claiming discounts in store. It is at the shop assistants discretion to award the discounts and they may ask for further information to verify your membership such as your registered home or email address.
Where can I get my 10% membership discounts?
From the distillery shop, Cadenhead’s Campbeltown and Cadenhead’s Edinburgh stores. Discounts in all other Cadenhead’s stores are at each shop’s discretion. Discounts are NOT currently available online. Please show your membership card to claim discounts in-store.
What can I claim my society discounts on?
A 10% discount is currently available on Core Range Products (SB10, SB12, SB15, SB18, LR Peated, LR18 and HB10) and selected branded merchandise.
A £10 discount is available on SB21, SB25 and LR21.
There are no discounts on Kilkerran products or other distillery limited releases.
I live in Canada, how does the society operate in my country?
Due to the liquor licensing laws in your country, we are unable to ship alcohol directly to Canada. We have a longstanding partnership with Kensington Wine Market in Calgary who enable us to offer society bottles to you there and will conduct society bottle ballots on our behalf.
In order to give you access to these benefits in Canada we will share your details with KWM so they can notify you of all the information and provide instructions when necessary.
We will continue to keep you up to date with the Society newsletters, advance notice of upcoming releases, Society bottle ballots and other events or distillery announcements. However, please note that all bottle ballot information applicable to Canada members will be sent directly from KWM nearer the time. The bottles take a little longer to reach Canada and will not be available at the same time as the distillery ballot so please be patient and await more details.
Please DO NOT enter distillery ballots as we will not be able to ship to you in Canada from here.
Although we endeavour to produce enough bottles to satisfy the demand from members for each bottling, this is not always possible. For more limited society bottle releases we assure you will be given an equal chance of being successful as any member in other parts of the world.
Shipping of bottles may be arranged with the KWM Team within ALBERTA ONLY. It is not possible for them to ship to other provinces.
Bottles may be collected from the store or may be shipped to other provinces by courier at your own arrangement.
What is included in the welcome pack?
You will receive: a welcome letter, polo shirt, boxed Springbank glass, Springbank pin badge, your membership card (we no longer issue membership numbers), 5cl whisky miniature or miniature voucher. You may also receive additional inserts with important information and instructions if you bought your pack directly from a store or you reside in a country where we have targeted information applicable to you.
Will I receive the whisky miniature in my welcome pack?
Unfortunately, we no longer ship alcohol in welcome packs outside the UK as this incurs additional taxes or is prohibited.
I do not live in the UK, how do I receive my miniature?
A miniature voucher will be included allowing you to claim your miniature at a later date from specified locations in the UK should you visit in the future.
Distillery Limited Edition Bottles
Where can I buy the new distillery release?
Our society members receive advance notice of any new distillery releases prior to us announcing to the public. Being a member does not give access to other distillery limited editions. We hope this window of opportunity gives our members a better chance of sourcing bottles from retailers but demand is increasingly far greater than the stock available and we apologise that you may not be successful.
A map is available on our website showing all UK retailers and distributor details for our importers around the world: http://springbank.scot/distributors/.
How many society exclusive bottlings are released each year?
- We aim to release two society exclusive bottlings annually.
- All society bottlings will be allocated via ballot to ensure the fairest process possible
- All society members will be informed about new releases prior to the launch date, please ensure you carefully read all instructions included.
Where can we take part in society tastings?
Annually at our Campbeltown Malts festival we conduct a society only tasting free of charge. We continue to develop our society experience and will keep you updated via email with any other society tastings in the future.
What society emails will I receive and how often?
You will receive information about all pending new releases, upcoming events and general updates giving you all the latest distillery news.
I am not receiving emails from the society, what should I do?
- Please double check your spam folder in case they have been automatically sent in there.
- If you can find an old email from us please ensure that you are subscribed to our content and that your correct email address is registered to our online portal.
- If the problem persists please contact [email protected].
I cannot log into my account, what should I do?
Please contact [email protected] and someone will assist you. It is important you have access to the society portal to access important society information and your benefits.
Should I book in advance?
To avoid disappointment, we recommend that tours are booked in advance to guarantee your place. Tours are available to book 12 months in advance either online or by contacting us via email [email protected] or telephone +44 (0)1586 555468.
How do I book my free tour?
- LINK TO OUR WEBSITE where they can book
- Free tours are available only to named society members and are not transferable to other people.
Do I need to pay in advance or can I pay on the day?
We kindly ask for payment at the time of booking.
Can I amend my booking?
Yes, bookings can be amended up to 24 hours before the original booking. Please email [email protected] or call us on +44 (0)1586 555 468 and one of our team will be happy to assist you. After this time, no changes can be made.
What is the tours cancellation and refund policy?
We offer refunds on tours cancelled at least 48 hours prior to the tour time. After this time, no refunds will be granted. To cancel, contact us by emailing [email protected] or telephone +44 (0)1586 555468.
What is the distillery address?
Springbank Distillery, Well Close, Campbeltown, PA28 6ET.
Is there parking at the distillery?
Yes, we have a car park on site which visitors are welcome to use. Entry can be made via the lane from Longrow or Glebe Street.
When should I arrive for my tour/tasting experience?
We recommend guests arrive 10 minutes before their tour or tasting begins.
Where do I go to check in for my tour/tasting experience?
Visitors taking part in any of our tours or Cadenhead Warehouse Tasting should report to the Springbank Distillery Shop where you can check-in and receive your tickets. Your guide will meet you here to begin your tour or tasting. Visitors taking part in our Springbank or Cadenhead Taste It should report to Cadenhead’s Whisky Shop which is a 5 minute walk from Springbank Distillery (Address: 30-32 Union Street, Campbeltown, Argyll, PA28 6HY).
What if I am late for my tour/tasting experience?
If you arrive at our Springbank Distillery Shop up to 10 minutes after the tour start time, we will do our best to catch you up with your tour group. If you arrive more than 10 minutes after the tour start time, unfortunately you will not be able to join the group and the cost of your tour will not be refunded. Where possible, we will do our best to fit you onto the next available tour.
Do I need to print and bring my booking confirmation email?
There is no requirement for guests to bring their confirmation email as we will have a record of your booking. We will ask for a name on arrival to confirm your booking.
Are children permitted on the tours?
Under 18’s are welcome on our Springbank and Kilkerran Tours and can join free of charge as long as they are accompanied by a responsible adult. If you plan to bring along children, please add a note of this at the time of booking.
No under 18’s will be permitted on our Taste It, Cadenhead’s Warehouse Tasting, Wee Toon Walking & Warehouse Tour or Barley to Bottle Experience.
Can I take photographs?
Guests are permitted to take photographs throughout both distilleries with the exception of our Bottling Hall. Your guide will make you aware of this during the tour.
The content of this website is the property of Springbank Distillers Ltd, and is run from the companies Headquarters in Campbeltown on behalf of the Campbeltown and Edinburgh Cadenhead shops.
Payment can be made by debit or credit card through Stripe.
Returns and Refunds Policy
Please check your deliveries on arrival, also please do not accept delivery of any package which appears damaged. If you are unhappy with your purchase we will happily refund your money or exchange them if you inform us within 7 days of your goods being delivered or membership being activated.
All unwanted goods must be returned to us in good condition and must be properly packaged to avoid damage in transit. We will not pay to have unwanted goods returned to us unless the product is defective in some way. We may require proof of damage.
Although we endeavour to ensure the accuracy of information on our website, mistakes can happen and prices and specifications can change without notice. All goods are limited releases and are subject to availability.
By using our website you are confirming that you are of legal age to purchase alcohol in the country in which you reside.
All transactions will be subject to Scottish Law. The website has been created by Verb Digital and is owned by Springbank Distillers Ltd.