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Products, Orders and Refunds

FAQs

We want your Eden Mill experience to be flawless. This page answers the questions most commonly asked by our guests.

Virtual Experiences

Yes, if you would like to enquire about our corporate or group virtual gin tastings, please contact Pamela at pmcgovern@edenmill.com

The group experience lasts approx 90 minutes where your Eden Mill host will talk through three different gins, mixers and garnishes that go with each drink.

If you are interested and have a date and time in mind, please contact us and we can check availability. It is a really fun evening while learning a bit about gin along the way.

The cost of this is £300 for up to 10 people, and £30pp thereafter.

Each set contains:

  • - 3x 5cl gins
  • - Mixers to accompany each gin
  • - 1 x Ready to drink Eden Mill pre-mixed cocktail
  • - Eden Mill gin tulip glass

 

 

Discount Codes

Discounts codes can be added to your order at the checkout.

Please check your discount code has been added to your basket before checking out, as we are unable to refund the value of the discount at a later stage. 

If the discount code is not working, please check the terms and conditions of the promotional code, before contacting us. 

Unfortunately, we are unable to offer a refund for a discount code after you have placed your order.

Please ensure if you have a discount code, this is added and confirmed during the checkout phase of your purchase. 

Click And Collect

Currently, our Click and Collect service is not available at this time. We look forward to offering this service again soon.

Unfortunately, we do not have a shop or drive-thru service at this time. We look forward to opening again soon.

Data security

Eden Mill uses SSL encrypted layer technologies to secure the site and any personal details we hold. Refer to our Terms and Conditions page for more detailed information. 

Eden Mill does not share, sell or allow any 3rd party access to our customer data logs; Nor do we hold or retain any credit or debit card information.

When paying by Debit or Credit card, you will be redirected to the Barclaycard or PayPal Payment Gateway.

These gateways use banking level security. Your card details can even be stored there for future use and to make recurring transactions even quicker to process.

When on the Eden Mill site, we recommend for your additional security and peace of mind that you use a complex password for your ‘My Account’ area i.e. one that uses at least 7 characters, has at least one capital, one number and one symbol.  Do not use ‘Password’ or your name.

We will also use cookies to ‘timeout’ your session if you have been inactive on a key page such as the checkout for a period of time

COVID-19

Please be aware our email response time may be slower due to a high volume of enquiries at this time. If you have contacted us, please be assured we will be in touch soon. 

Blendworks Experience

Our Blendworks Gin School sites are currently closed due to COVID-19. 

If you have a Blendworks Gin School voucher, or your voucher is expiring, these will now be valid for 6 months from the date we re-open.

 

If you have visited our Blendworks Gin School in either St Andrews or Glasgow and created your own unique gin, you are now able place a reorder.

Your unique gin creation can be ordered in:

  • 20CL at £15
  • 70CL at £38

No minimum order quantity.

Please contact us with your request at hello@edenmill.com with your gin name, unique batch number, contact details and delivery address.

Due to COVID-19 restrictions, our Blendworks Gin School experience is currently unavailable. We hope to relaunch this offer soon.

All our Blendworks Gin School's are currently closed.

You can contact us by email:

hello@edenmill.com 

Tours

We currently aren't running any tours or tastings at this time.

 

My Account

There is a function available to remind you of your username (if it is not your email address).

If you have forgotten your password, as this is encrypted, we cannot remind you of it but using the ‘Reset your password’ link will direct you how to create a new password which you can then use

We recommend that you do not share your password details with anyone. We do not enforce strict rules on how your password should be created but offer advice for your own protection.

Although we do not store credit card details on our website, for your own peace of mind, your password should be complex (but easy for you to remember) i.e. one that uses at least 7 characters, has at least one capital letter, one number and one symbol. 

Please do not use the word ‘Password’, your name or something that is easy to guess.

This can be done from within your My Account area.

As passwords are encrypted, we cannot remind you of your password so if you have forgotten your password and cannot log into the ‘My Account’ area, please use the ‘reset your password’ link which will direct you on how to create a new password which you can then use immediately.

This can be done from within your ‘My Account’ area.

From there, log in and you can edit your details and delivery addresses.

This can be done from within your ‘My Account’ area.

Log in and you can view your order history and details

Bonus points

These are points that we automatically award to your account for every pound you spend with Eden Mill.

These points can be saved or used as ‘money off’ discounts against future purchases.

Your bonus point totals, their value and how they were earned are viewable from your ‘My Account’ area.

You will earn and accrue bonus points against the value (before VAT & Delivery charges) of every purchase made.

These points can then be saved or used as ‘money off’ discounts against future purchases.

You can view your points total and how they were earned in your ‘My Account’ area.

If you have enough points, they can even be used to cover the cost of delivery charges.

You earn bonus points with every purchase. You can only earn your points if you are logged into your account at the checkout.

After your first purchase, points will be added to your account and these can be used or saved for a later date.

When logged in and at the checkout, you can use some or all of your points against the value of your order which will act as a discount off the total order value.

When you create an account with us and place an order you will earn loyalty points.

For every £1 spent on our website, you will earn 10 points. 

1000 points = £1, which can be redeemed again a future order on our website. Points can also be redeemed against shipping charges.

Loyalty points are not valid in any of our stores. 

Ordering and Orders

Yes.

This is a very simple process and is offered in case you only ever want to buy once. 

At the checkout, you can either register to create your account (recommended as you’ll earn rewards against purchases and will save you a lot of time in the future) or complete the billing detail section and add a separate delivery address is applicable.

From there, make sure that the items you have ordered are in your cart (please also check the quantities), choose your preferred delivery option and your payment method.

Click the Checkout Now button and you will be directed to a secure facility with Barclaycard or PayPal where you can complete your transaction with Debit or Credit card safely and securely

Yes

Without compromising on security, we have made the process as quick as possible but it will always be quicker if you have logged in to your 'My Account' area.

Check your cart to make sure that all the items you have ordered are showing (please also check the quantities).

If you have an account but have not logged in, we recommend that you log in as you can manage your orders from here as well as earning or spending your rewards and managing any different delivery addresses.

When in the checkout, choose your preferred delivery option and your payment method.

Click the Checkout Now button and you will be directed to a secure facility with Barclaycard or PayPal where you can complete your transaction safely and securely using your Debit or Credit card.

We hope you don’t experience any problems with the Eden Mill website but here, we’ll explore what might be seen as an issue:

Issue: Product doesn’t seem to add to the basket

Solution: View your basket to double check. If the product is not there, please try adding again as this should be a ‘single click’ function. If a product is showing as Out of Stock, you will not be able to add this product to your basket

Issue: Product is showing as pre-order

Solution: You need to buy as normal but the goods won’t be shipped until they are ready to be released. We’ll notify you by email before this happens

Issue: Product showing Register Your Interest

Solution: The product is not available for sale yet and you don’t need to pay at this time. Just complete the details on the form and we’ll confirm to you by email when the product is available to be purchased. At this time, if you wish to proceed, then follow the link on the email to buy in the normal way

Issue: You can’t login to your account area

Solution: This may be due to an incorrect email address or password being entered – you can request a reminder to be sent to you

Issue: You can’t see your bonus points

Solution: Log into your ‘My Account’ area. You need to be logged into your account to earn, view or redeem your points balance, view your past purchases and to carry out any additional account maintenance

Once you have selected Pay Now, you will be directed to the secure payment gateway (either Barclaycard or PayPal).

The details you enter for payment are unknown to us. 

Please follow the instructions on screen making sure that you are using a valid payment card.

With PayPal, you must use your PayPal account to make payment and this will require a separate login by you.

We hope you've not experienced any difficulty at the checkout but if there is an issue that you can't find a solution to in this section, then please use the Contact Us page and advise us of your issue.

We'll attend to it as soon as we possibly can.

If you have not checked out, all items in your basket can be modified or removed.

If you have paid for your order (fully checked out) and it is incorrect, please use the Contact Us page and advise us of your issue and we will do everything we can to remedy the issue for you.

This must be done before goods are dispatched to avoid the potential of additional delivery charges being made – please refer to our Terms and Conditions page for more detailed information.

We always recommend that you double check the contents of your cart before proceeding to the payment stage as it is easier for all concerned to catch an issue before payment is made.

If you have not checked out, all items in your basket can be modified or removed.

If you have paid for your order and it is incorrect, please use the Contact Us page and advise us of your issue. We will do everything we can to remedy any problem for you.

This must be done before goods are dispatched to avoid the potential of further delivery charges being made – refer to our Terms and Conditions page for more detailed information. 

We always recommend that you double check the contents of your cart before proceeding to the payment stage as it is easier for all concerned to catch an issue before payment is made.

If the goods have already been dispatched, we will issue a refund once they have been returned to our stock.

When a purchase has been made, you will receive a confirmation email with a VAT invoice. 

Alternatively, at any time from within your ‘My Account’ area, you can view / access all previous orders and transactions and print off a VAT invoice.

You can use a number of Credit or Debit Cards at the checkout.

If you prefer to use a debit or credit card, you will be redirected to our secure Barclaycard or PayPal payment gateways. 

Please note that your transaction will be processed directly via these secure gateways and not through Eden Mill. Eden Mill do not process or store any of your card payment details.

If you choose to pay with PayPal, you will be directed to the PayPal site where secure payment can be made by logging into and using your PayPal account.

We also plan to implement Apple Pay and PayPal One Touch in the near future.

If using Apple Pay or PayPal One Touch as payment is made by your mobile, you will not be directed from the Eden Mill website when completing your checkout.

If your order hasn't yet started processing through our warehouse, we may be able to change or edit your order. However, we are not able to change orders that have started processing.  

Gift Vouchers

Yes.

Choose the value you wish and add to the cart. 

Personalise the message and if this is all you are buying, proceed to the checkout in the advised way.

We allow an 18-month period from the date of purchase for Eden Mill gift vouchers to be redeemed. 

Vouchers can be presented at the website checkout or used at the Eden Mill distillery shop against the value of any purchase.

Sorry but no.

The face value of the voucher must be used as all or part of a single payment with no refund or ‘change’ being given. 

We are unable to recompense you in any other way if you don’t spend the face value of the voucher. 

Refunds

Yes.

Your statutory rights are not affected however there are two exceptions to this…

1) any refund request must be made within 28 days of purchase and

2) refund or credit can only be issued to the purchaser account and not to the beneficiary

If goods are to be returned, we cannot issue a refund until the goods in question have been received back into our warehouse.

If a refund has been agreed for some other reason, we will process a refund to you on the day of agreement back onto the payment method used.

Deliveries

Notification will be left at the delivery address by the courier with instructions on how this can be followed up. If you have left instruction on where to leave your package i.e. a safe place or with a neighbour, this will be marked on your notification.

If the delivery has been unsuccessful, follow any instructions left and the delivery can then be rescheduled at no extra cost to you.

There will be a dispatch note provided with the items that were ordered. 

You will also be able to check against the confirming email that was sent to you at the time of completing your online order.

If you believe that something is missing from your delivery or if there is anything damaged, please use the Contact Us page and advise us of your issue.

We will do everything we can to resolve the situation without delay

Yes - although this can be simple or challenging for a number of different reasons. 

There are many countries we ship to without difficulty but we don’t ship everywhere due to alcohol import regulations, customs restrictions or labeling requirement differences.

If our site doesn’t offer shipping to your preferred country, it will be for one of these stated reasons. 

If we can't ship for you, there's nothing to stop you buying your product, having it delivered to you and you can make your own shipping arrangements.

A remote postcode is defined as islands and highlands; or a postcode/zip code that is difficult to serve; or a suburb/town that is distant, inaccessible or infrequently served. A surcharge is applied per shipment when the delivery destination location is remote.

Below is a list of remote postcodes where surcharges are applied by our courier, DPD. Eden Mill do not profit from international or remote delivery charges. DPD, provide insurance to cover lost or damaged goods.

HS1, HS2. HS3, HS4. HS5, HS6, HS7, HS9, IM1, IM2, IM3, IM4. IM5, IM6, IM7, IM8, IM9, IV10, IV11, IV12, IV13, IV14, IV15, IV16, IV17, IV18, IV19, IV20, IV21, IV22, IV23, IV24, IV25, IV26, IV27, IV28, IV30, IV31, IV36, IV4, IV40, IV40, IV41, IV42, IV43, IV44, IV45, IV46, IV47, IV48, IV49, IV5, IV51, IV52, IV53, IV54, IV55, IV56, IV6, IV63, IV7, IV8, IV9, KA27, KW6, KW7, KW8, KW9, PA20, PA22, PA23, PA24, PA25, PA26, PA27, PA28, PA29, PA30, PA31, PA32, PA33, PA34, PA35, PA36, PA37, PA38, PA41, PA42, PA43, PA44, PA45, PA46, PA47, PA48, PA49, PA60, PA61, PA63, PA64, PA65, PA66, PA67, PA68, PA69, PA70, PA71, PA72, PH24, PH25, PH26, PH30, PH31, PH32, PH33,  PH34, PH36, PH37, PH38, PH39, PH40, PH41, PH42, PH43, PH44, ZE1, ZE2, ZE3, PH34, OH34, PH35, PH36, PH37, PH38, PH39, PH40, IV37, IV50, IV57, IV58, IV59, IV60, IV61, IV62, IV63, IV64, I65, IV66, IV67, IV68, IV69, IV70, IV70, IV71, IV72, IV73, IV74, IV75, IV76, IV78, IV79, IV80, IV77, IV85, IV80, IV81, IV82, IV83, IV84, IV86, IV87, IV88. 

 

DPD will ask to see I.D. for the delivery of your order if either yourself or the person taking the parcel in, looks to be below 25 years of age. 

When your order has been paid for, you will receive an automated confirmation email from Eden Mill.

Thereafter, you will receive a further email to advise that your order is in the shipping process.

This email will allow you to view the developing stages of delivery and this can be viewed multiple times for up to date information. The final link in this chain will be a tracking reference with a link to allow you to gauge when your delivery will arrive.

Our courier (DPD) will also be in touch by email or text once the schedule for the day has been planned. This process applies for both Next Day and Standard delivery options within the UK.

If your order has been shipped by Royal Mail, then the notification process and source will vary.

A notification will be left at the delivery address by the courier with instructions on how this can be followed up.

If the delivery has been left in a prearranged 'safe place' or with a neighbour, this information will be on the notification.

Gin Products

Of course you can.

You can add as many bottles of Gin to your order as you wish.

You could also put together a mixed case of up to 12 bottles of any Eden Mill Gin, Whisky and Mixer bottles. Simply browse and add all the bottled products you want to the cart.

We’ll box it securely and ship directly to you.

Yes.

You can choose a different recipient name and address to ship to.

We're working on being able to allow you to add a personal message but don’t yet have the functionality yet but this will be coming soon.

Most spirits appear to be acceptable to vegetarians/vegans as they do not tend to involve the use of animal substances in any distilling processes.

This should not be confused with malt whisky which may have matured in sherry casks which had previously held sherry that has been treated with animal derived finings.

Gin should be gluten-free.

However it can be packaged in an environment that contains gluten (primarily from our brewing processes), so we can't guarantee that Eden Mill's Gin will be 100% gluten free.

Yes, we work closely with Aldi to create the Botanical Project Range exclusively for their stores.

We have taken on the feedback that our ceramic gin bottles are difficult to recycle.

Our new glass bottle has been designed with sustainability at its core. This bespoke bottle has been exclusively designed and produced in the UK for Eden Mill, resulting in a low carbon footprint. It is easy to recycle and uses 18% less glass than an industry-standard glass bottle - so there is actually less glass to begin with!  

Whisky Products

Yes.

You can choose a different recipient name and address to ship to.

We don’t yet have the functionality to add a personalised message but this will be coming soon.

No.

The calorific value will depend on the measure that’s poured but a typical measure will be between 60 and 97 calories. 

If a regular mixer is being used, this will significantly increase the calorific value but this can be reduced by using a ‘light’, ‘diet’ or ‘sugar free’ mixer.

Most spirits appear to be acceptable to vegetarians/vegans as they do not tend to involve the use of animal substances.

However: please note that some malt whiskies may have matured in sherry casks which had previously held sherry that has been treated with animal derived finings.

The age old question… Is Scotch Whisky?

Whatever you call it or choose how to spell it, Whisky is a spirit product made from a combination of distillation and barrel aging. There are a multitude of differences in how whisky is distilled and finally reaches the bottle to deliver its own unique aroma, flavor and desirability. Much is made of the different spellings of Whisky and Whiskey - there are basically two schools of thought on the issue. 

One is that the difference is simply a matter of local or national language convention for the word, indicating that it will vary depending on the background or personal preferences of the writer (like the difference between US and UK spellings for ‘color and colour’ or ‘tire and tyre’ or ‘recognize and recognise’). The words mean the same but local grammar dictates a particular spelling style.

The other is that the use of the word (Whisky or Whiskey) should depend on the style or origin of the spirit that is being described.

There is however a general agreement that when quoting the proper name printed on a label, the spelling that is used on the label should not be altered.  Some writers will refer to "whiskey" or "whisky/whiskey" to acknowledge the variation.

The word whisky (and plural whiskies) is generally used in Scotland, Wales, Canada and Japan, while whiskey (and plural whiskeys) is more pertinent to Ireland and the United States.

However, the usage is not always consistent – for example, some prominent American brands have used the 'whisky' choice on their labels and the US legal Standards of Identity for Distilled Spirits document also uses the 'whisky' spelling. American brands using the Scottish version of “whisky” tend to have been founded by individuals with Scottish ancestry or to have a flavour, style or marketing strategy that is evocative of Scotch whisky. 

"Scotch" is the internationally recognised term for "Scotch whisky" i.e. whisky made in Scotland. This is rarely used term in Scotland where the drink is simply called "whisky" or 'a dram'.

So, whether you are looking for WhiskyWhiskey or Scotch, you'll find what you are looking for in our whisky range so please feel free to browse.

The Coeliac Association has said that distillation removes traces of gluten from a source that would normally contain gluten, so "in theory" whisky is safe, but there are conflicting arguments.

This would fall under the criteria that within the Eden Mill Distillery, whisky is bottled in an environment that contains gluten-products therefore we could not guarantee that our whisky is 100% gluten-free.

Beer Products

Unfortunately not.

Beer needs to be separately due to the differing bottles sizes. We can’t fit them into a standard bottle box without risking damage in transit. 

You can still order your beer as part of your complete order but it will be delivered as a separate item at the same time.

Ordering everything together also means that you don't need to pay additional delivery charges.

Yes.

You can order a mixed case of Eden Mill Craft Beer. You can choose combinations of 6 or 12 Eden Mill craft beers by simply browsing and adding what you want to the cart.

We’ll box it and ship directly to you.

The final price will vary depending on the beer you choose.

No.

As all beer that is produced at the Eden Mill Brewery contains barley gluten, it is not gluten-free.

Even if we were to brew something with gluten-free cereals as a source, the brew kit handles gluten on a daily basis, so we could not guarantee that any Eden Mill beer would ever be 100% gluten-free.

Eden River Brew Co are our bottling and packaging site in Penrith, who produce their own range of premium craft beers. We are delighted to now bring to you and offer this range directly from our Eden Mill online store.