Help & FAQ

What times are you open for business?
Our website is open 24 hours a day, 7 days a week!

Office hours
Mon – Fri  9:00 -17.00
Saturday 10:00 – 14.00
Sunday Closed

Can I contact you on Instagram?
We are available on Instagram and Facebook page.

Where are you located?
Our office and warehouse are based in London UK.

From your account dashboard, you can:
• view your order history and download invoices
• manage your shipping and billing addresses
• edit your password and account details
• track your orders

Why I can’t access into my account?
Please check that you have spelt your email address and password correctly. If you are still having problems please contact us and we will sort it for you.

How do I get an invoice copy?
Once you have logged into your account, click on My Orders. Select your order and there is a Print Invoice option.

How can I amend my contact details?
You can amend your personal contact details by logging into your account. Please keep in mind that this will not change information on orders that have already been placed with us. If you have made an error with an address on a new order you will need to contact us directly to amend. If the order has already been packed we are unable to make changes.

Can I open a trading account?
If you are operating a busy commercial environment, you may benefit from opening a trade account with us.

Our dedicated trade team will provide tailored benefits that fit exclusively for your business and needs.

How do I open a trading account?
To apply for a trade account, fill in the application form and click ‘Apply Now’. As soon as this is received, one of our dedicated accounts team will contact you to set things up.

Can I have a discount for a larger quantity?
For orders of a high quantity, please contact us and our dedicated team will tailor you a winning price.

Can you personalise items with my logo?
This feature is currently available. Click on Personalise Items page and fill up the application form.

I would like an item that is not available on your website. Are you able to source it for me?
Please get in touch with us with the code, the quantity and if possible a picture of the item required and our team will try to source it for you.

Is it possible to pre-order an item that is out of stock?
Most items are available for pre order. A payment in advance is required except for trading account holders.

A product is out of stock, when will it be due back into stock?
A due-in date is provided for all the items which are out of stock and this is referred as the estimated date we expect the item into our warehouse and is subject to change.

How can I amend my order?
If you need to amend your order you will need to contact us. Have the order number ready to speed up the process.

How do I cancel my order?
You will need to contact us to cancel an order as it depends on the status of your order.

I have received my order but there is a problem with it. What should I do?
If any problems occur, we do endeavour to rectify them as soon as possible. Please contact us and have your order number ready. Please do not send any items back to us before speaking to a member of our team via phone or email.

I have a promotional code. Where do I enter this?
During the checkout phase, you’ll be able to utilise the promotional code. Once entered, you will see this amount come off of your total price.

My promotional code isn’t working. What’s the problem?
Some promotional codes have expiry dates or minimum spend values so check both of these. If you still cannot get the code to work, you will need to contact us before placing your order. Once an order is placed we cannot add the code or refund the difference.

Product care advice
To maintain a high-quality appearance and extend the life of our items, please follow some simple guidelines that are available on the ‘About Us” page.

What payment method is accepted?
You have to pay for your order before it is dispatched (except account customers) and you can do this by:

  • Credit/Debit Card: We accept Visa, MasterCard, American Express.
  • PayPal / PayPal Express: Payment method available through website only.
  • Bank transfer: If the order is of high value we may ask for payment by bank transfer for security reasons.

Do your prices include or exclude VAT?
Our prices are VAT excluded.

What currencies do you accept?
We accept all currencies when paying by card providing you are using a card issuer we use. Currently we can only display prices in Sterling (£).

When will payment be taken from my account?
Payment is taken as soon as the order has been placed and this applies for all orders, including pre-orders and direct delivery orders.

What day is delivery due?
On orders received before 4.30 pm, the same working day will be dispatched and should be with you in:
– 2-3 working days for England & Wales. 
– 3-5 working days for Isle of Man, Isle of Wight, and Scottish Highland.

Can I get delivery tomorrow?
Next Day service option is available for London-selected postcodes only. 

What are your delivery rates? Where do you ship?
Delivery rates vary according to your location:

  • England & Wales any order over £75 excl. VAT is eligible for FREE delivery. On orders below £75 a charge of £5.99 excl VAT will be applied. Delivery time:2-3 business days.
  • Isle of Man, Isle of Wight, Scottish Highland, the delivery cost is £19.99 excl vat. Any order over £120 excl VAT is eligible for FREE delivery up to 15kg. Delivery time:3-5 business days.
  • Next Day option available for London selected postcodes: £9.99 excl VAT
  • The international option is not available.

Do you deliver on Sunday?
If you have a date sensitive order, please contact our Sales Office who will be pleased to make arrangements wherever possible.

Can I collect my items?
Please contact our Sales Office who will be pleased to make arrangements wherever possible.

What couriers are you using?
We are using our own fleet of vans alongside DPD express courier and for orders over 100kg – Palletline courier.

How can I track my order?
You will be sent an email with a link to track your order at dispatch. If your order does not arrive in the expected time frame, you can log in to your account and then click on View My Orders. Click on the applicable order number and you will find the information regarding the delivery service used. For DPD  you can track your order on their company websites, or you can contact us so we can update you on the delivery.

Once your order has been dispatched you will be able to track it using your courier’s app, all you need is your tracking number.

If you do not have the tracking number, you can find it in the My Account section of our website once you have logged in.

Pallet deliveries may be tracked via the telephone. Enter the tracking number associated to your order. If you do not have the tracking number, you can find it in the My Account section of our website once you have logged in.

Should you require further information to track your order please contact us. We may have to contact our couriers directly regarding your enquiry. Please be aware it can take up to 48 hours to receive a response from them.

How do I return an item? What is your return & refund policy?
If you wish to cancel a purchase, you must return the product to us. We ask you to make sure the product is returned in its original condition including the packaging undamaged. Since the product’s packaging, is important for possible resale of the product, any damage to or failure to return the packaging will be deemed to be a deterioration in its value.

You must notify us to return the product(s) within 14 days from the date you have received the products. We reserve the right to reject claims if we are not notified within 14 days from the moment you received the items.

You have 14 days to return the item(s) to us from the day you have informed us. That means that we must receive the item(s) no later than 14 days from the date you have informed us.

When you cancel a purchase, we will refund your payment to your account as soon as possible and no later than 14 days after we have received your notification that you wish to withdraw. However, we can withhold the refund until we have received the returned product.

Where will be my refund transferred?
Refunds are transferred to the same card the purchase was made. The Lucky Drinker may ask you to provide bank details, when needed, in order to process the refund accordingly.

Are discounted items refundable?
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

I received the order and one item is broken. How do I proceed
Please notify us within 48 hours from the moment you received the items and a replacement will be sent immediately. You must provide a picture of the damaged items together with the order number.

Are personalised items refundable?
All personalised items are not refundable.

How can I make a suggestion?
We work really hard to offer the best quality products and service and we understand that sometimes mistakes/errors occur.

Should you have any suggestion, complaints and/or feedback please contact us.

This is important as it will help us decide what improvements should we make to improve our products and services. We really appreciate your time, and we’ll value your feedback!