We take an enormous amount of care in packing your order to make sure it arrives in the same great condition that it left us in. Breakages may, very occasionally, happen in transit so if your order arrives and one (or more) items are broken please take photos and get in touch with us immediately either by email (onlineshop [at] ghostwhalelondon [dot] com) or by calling us at the shop on 0207 207 1641. We will refund you for the broken item(s).
Beer is a perishable product and unfortunately we are unable to issue a refund if the following procedure is not followed.
If you are unhappy with your order and wish to return some or all of the items please firstly contact us by email within 5 working days of receiving the delivery (or within 10 days of placing the order if you have selected to collect in store) to see if we are able to resolve the issue. If we are unable to resolve the issue and you wish to return the items for a refund then please securely and safely package the items and have them couriered to us using a fragile liquids service from a courier firm of your choice. We recommend using Parcel Force or UPS. Please note that shipping costs to get the initial order to you will not be refunded. You, the customer shall bare the cost of shipping to return the goods to us. The safe packaging and transportation of goods to us is the responsibility of you, the customer until such time as the goods are received by us in good condition ready for resale. The value of items received in a condition that is ready for resale shall be refunded.
Out of Stock Items
If an item you have placed an order for is out of stock in our store we shall contact you before packing and shipping your order. We will offer a substitute product of equal or greater value, or, if you prefer, a refund for the out of stock item. Your order shall not be shipped until we have received written confirmation from you either way.