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FAQS

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.

Blendworks Experience

We are based inside the MacDonald Rusacks Hotel, St. Andrews overlooking the Links.

Leuchars train station is a ten-minute taxi or bus ride from St. Andrews.

Unfortunately, due to the limited space we have at Blendworks, there is no room for non-paying guests.

The experience will last up to 2.5 hours.

Yes, of course! We offer a range of soft drinks for any drivers.

Yes, we operate as a retail space.  

You are more than welcome to use the Rusacks carpark. Due to limited spaces, please make sure to hand your car keys into the hotel reception when you park. Alternatively, there is also on-street parking beside the Links.

We're passionate about equality, for both employees and guests. If you're disabled or have additional requirements, please contact our team to book. Blendworks is accessible but because our building is of old construction, access is by a different passageway which needs special arrangement.

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

Competitions

  • Entrants & Winner must be 25 or over. 
  • What dates are applicable for the draw: 20th November @ 6pm - 23rd November @ 1pm
  • The Winner will be notified on Thursday 23rd November @ 1pm
  • What is the prize package –  2 match tickets and nominated person to present Eden Mill MOTM on the pitch at BT Murrayfield

Tours

Because our distillery tours need to start on time, it's best that you can arrive at least 15 minutes before the tour is scheduled to start.

You will need to register on arrival and if you arrive in good time, you don't feel as though you're being rushed.

Get into the spirit of the event, soak up the atmosphere and enjoy.

Visit our Distillery Tours Terms & Conditions page for more information.

Yes.

Our premises are suitable for wheelchair access and the areas visited during the distillery tour are all suitable for wheelchair access.

We welcome visually impaired visitors with their guide dog. 

We also have a disabled toilet facility.

Visit our Distillery Tours Terms & Conditions page for more information.

Yes.

There is an ample supply of free parking spaces at the distillery. 

From the car park, there is a very short walk to the visitor entrance.

It will speed up the registration process but if you have already paid, your details will be on our system and we look forward to welcoming you on the day.

If you or any of your party have a distillery or brewery tour voucher that has not been purchased i.e. a complementary pass or a voucher that has been included as part of a gift set, this must be brought with you to validate the booking. 

As these vouchers are un-numbered, failure to produce a this type of tour voucher will result in the visitor being charged for the tour attendance at the current cost.

Visit our Distillery Tours Terms & Conditions page for more information.

We don't want any of our visitors to be disappointed and our tours licence limits the number of spaces we can fill. If you just turn up in hope but the tour is full, we can't allow any more places to be added.

You might be lucky but it's always a better bet to look at the time slots and availability on our distillery tours page and book before arrival to be sure.

If you haven't booked but the next available tour time is full, we will always try and accommodate you by offering an alternative time or tour that day but clearly, this can't happen if the last tour of the day is the one you've arrived for.

Visit our Distillery Tours Terms & Conditions page for more information.

Yes.

Our licence stipulates the following which must be strictly followed:

  • Under 16 years of age - No access to any public area within the distillery
  • 16 to 18 years of age - Access only allowed when accompanied by an adult.
    • This age group is not permitted to consume alcohol within the premises
  • Over 18 years of age - No restrictions apply

We operate a 'Challenge 25' policy so would advise that younger age groups bring proof of identity with them. Please don't be offended if challenged - this keeps everyone within the law.

Visit our Distillery Tours Terms & Conditions page for more information.

Of course you can.

We know that there can be difficulties particularly when people are visiting our distillery as part of a touring holiday so we will try to accommodate changing circumstance as best we can.

Cancelling a tour - If you need to cancel your tour for any reason, this can be done online. Please note that there is a required notice period to cancel and have your booking fee refunded. 

Rescheduling a distillery tour - This can be managed but - as with all bookings rescheduling is subject to availability of spaces.

Visit our Distillery Tours Terms & Conditions page for more information.

Yes - but please remember that all distillery and brewery tours are strictly limited in size. 

You can book the maximum number of available spaces for any Eden Mill distillery or brewery tour online.  

As all bookings can be managed online, you can see the availability against each tour in real time.

Booking well in advance for large parties is recommended.

Visit our Distillery Tours Terms & Conditions page for more information.

Yes - but not in the conventional way.

16 and 17 year olds are eligible to be part of the Eden Mill distillery and brewery tours but are unable to consume alcohol due to licensing regulations.

Because of this, a reduction in admission prices applies only to this age group.

Visit our Distillery Tours Terms & Conditions page for more information.

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.

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.

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. 

AB31 4-6, AB31 9, AB33 8, AB34 4-5, AB35 5, AB36 8, AB37 9,  AB38 7, AB39 9, AB44 1, AB45 1-9, AB54 4 & 6-9, AB55 4-6, AB56 1, 4, 5, DG3 4-6, DG6 4, DG7 1-3, DG8 0, 6 & 9, DG9 0, 7 & 9, FK18 8, FK19 8, FK20 8, FK21 8, FK63 0 & 9, HS1 2, HS2 0 & 9, HS3 3, HS4 3, HS5 3, HS6 5, HS7 5, HS8 5, HS9 5, IV13 7, IV21 2, IV22 2, IV23 2, IV24 3, IV25 3, IV26 2, IV27 4, IV28 3, IV40 8, IV41 8, IV42 8, IV43 8, IV44 8, IV45 8, IV46 8, IV47 8, IV48 8, IV49 9, IV51 0, IV51 9, IV52 8, IV53 6-8, IV54 8, IV55 8, IV56 8, KA27 8, KA28 0, KW1 4, KW2 6, KW3 6, KW5 6, KW6 6, KW7 6, KW8 6, KW9 6, KW10 6, KW11 6, KW12 6, KW13 6, KW14 7-8, KW15 1 & 9, KW16 3, KW17 2, PA17 2, PA18 5, PA19 5, PA20 0, 5 & 9, PA21 2 & 5, PA22 3 & 5, PA23 3, 7 & 8, PA24 3, 5 & 8, PA25 3 & 8, PA26 3 & 8, PA27 8, PA28 8, PA29 6, PA30 4 & 8, PA31 4, 8 & 9, PA32 4 & 8, PA33 1, 6, & 7, PA34 4, PA35 1 & 4, PA36 4, PA37 1 & 4, PA38 4, PA39 4, PA40 4. PA41 2, 4 & 7, PA42 4 & 7, PA43 4 & 7, PA44 4 & 7, PA45 7, PA46 7, PA47 7, PA48 7, PA49 4, PA50 4, PA60 7, PA61 7, PA62 6, PA63 6, PA64 6, PA65 6, PA66 6, PA67 6, PA68 6, PA69 6, PA70 6, PA71 6, PA72 6, PA73 6, PA74 6, PA75 6, PA76 6, PA77 6, PA78 6, ZE1 0 & 9, ZE2 9, ZE3 9. 

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.

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.

The ingredient that the majority of vegetarians and vegans have an issue with in beer production is "Isinglass finings". This is added ONLY to cask beer products and our barrel-aged products.

Due to this, all Eden Mill cask beer and barrel-aged bottled beers are unsuitable for vegetarians and vegans.

Therefore in the considered opinion of our head distiller, Eden Mill bottled and keg beer products are suitable for vegetarians and vegans.