What times are you open for business?
Our website is open 24 hours a day, 7 days a week! Office hours are 9.00am to 5.00pm Monday to Friday.
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.
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 not available.
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 3pm, the next working day will be dispatched and should be with you in 3-7 working days. Some items may take longer depending on stock levels. If you have a date sensitive order, please contact the sales office and we will confirm availability.
Can I get delivery tomorrow?
Please contact our Sales Office who will be pleased to make arrangements wherever possible.
What are your delivery rates? Where do you ship?
Delivery rates varies 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.
- Northern Ireland, Isle of Man, Isle of Wight, Scottish Highland, the deliver cost is £19.99 excl vat. Any order over £120 excl VAT is eligible for FREE delivery.
- For international orders please contact us.
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.
Do you offer next day delivery?
Please contact our Sales Office who will be pleased to make arrangements wherever possible.
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 re-sale of the product, any damage to or failure to return the packaging will be deemed to be a deterioration in its value.
We ask you to return the product(s) without undue delay and no later than 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.
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 return product, or you have provided us with documentation showing that the product has been returned.
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!
