Customer service

FAQs

Frequently asked questions
About What is Whisky Loot?

Whisky Loot is a dedicated team of whisky lovers lead by CEO Joel Hauer, committed to providing our customers with an awesome whisky experience. Our specialty is our Subscription Whisky Adventure - each month you will receive 3 of our 60mL treasured tasters (that's 2 standard drinks of each whisky). Our expert-curated selection of whiskies change each month.

About Is the Whisky genuine?

Yes, it's 100% Genuine. We're a licenced retailer of Whisky (Liquor Licence LIQP770017411) and work with distilleries from around the world to source Whisky for the Whisky Loot subscription.

About Where are you based?

Our warehouse, head office and team are located in Rosebery, NSW, Australia

About How can I get in touch?

Wanna say hi? Have a question? Do you want to work with us? We love hearing from you. You can reach out to us at support@whiskyloot.com, or call us during business hours on (02) 7908 3834.

Gift subscription I want to buy a gift subscription for my friend/parent/partner/boss - how do I do this?

What an excellent gift idea! You can head to GIFTS to get started. You can select the period of your gift subscription (3 months, 6 months, or 12 months), then the method of delivery. You will get an email with the coupon code and you can give it to them as you wish.

Gift subscription How to redeem the gift?

Once you place your order, we create a personalised e-gift voucher for you that includes your name, the recipient's name, and the personalised message you provide to us in the checkout process.

We then email you a copy of this voucher, so you can forward it to the recipient or print it out and give it in person. The recipient then follows the instructions on the voucher to begin their subscription, which can be done on our website

Gift subscription What does my gift recipient get?

Once your recipient redeems their gift, each month they will receive a beautiful bespoke presentation box, with three custom-designed glass bottles containing hand-selected whisky.

Our team of whisky sommeliers create tasting notes each month which accompany each box, so your recipient can understand and appreciate the aroma, taste and unique finish each whisky has to offer.

Your recipient will also receive a beautiful tasting journal with their first delivery, so they can make notes + track their whisky adventure.

Gift subscription Are there any additional charges or fees to buying a gift?

No! There are no additional fees to send a gift.

Gift redemption I got a voucher for a gift subscription! Yay! What do I do now?

Awesome! We are so excited that you are joining us. Simply head to redeem and follow the prompts to enter your details, and we’ll send out your first box! Your first box is sent within 5-7 business days, and the next box in your subscription will be sent 30 days after that. So if you redeem your voucher on the 20th June, you will get your first box by the 27th June, and your next box around the 25th July.

Gift redemption Why do I need to enter my credit card details to redeem my gift?

Our current subscription service requires all subscribers to enter their credit card details as part of the redemption + subscription process. So long as you enter the unique code sent to you on your gift card or gift letter, there will be no charge, and no charges in the future. Your personal information is stored securely - your privacy is of paramount importance to us. If you have any questions about this don’t hesitate to get in touch here

Gift redemption What am I getting each month?

Each month you will receive a beautiful bespoke presentation box, with three custom-designed glass bottles containing hand-selected whisky. Our team of whisky sommeliers create tasting notes each month which accompany each box, so you can understand and appreciate the aroma, taste and unique finish each whisky has to offer. You will also receive a beautiful tasting journal with their first delivery, so they can make notes and track their whisky adventure.

Gift redemption How do I know what whisky I am getting?

Each box is designed to take you through your whisky journey. On your account page, you will be able to see what whiskies will be coming up in your next delivery.

Gift redemption I have questions!

No problems! You can reach out to us at support@whiskyloot.com, or give us a call 9.30am - 4.30pm on (02) 7908 3834, and our dedicated customer service team will be more than happy to assist you.

Subscription dashboard I’ve redeemed my subscription - what now?

Awesome! We have received your order, your first box will be sent within 5-7 business days, and the next box in your subscription will be sent 30 days after that. So if you redeem your voucher on the 20th June, you will get your first box by the 27th June, and your next box around the 25th July.

Subscription dashboard I need to update my information - how do I do this?

No problems! You can log on to https://whiskyloot.com/account/login and update your contact details or address. If you update your shipping address, please email support@whiskyloot.com with the updated address, so we can ensure your next delivery goes to the correct address.

Subscription dashboard My gift subscription has ended, but I want to continue my subscription - how do I do this?

Awesome! This is super easy - just head to your account at https://whiskyloot.com/account/login and you can renew your subscription there. Make sure your payment + contact details are up to date. Remember, you’ll need to do this as soon as you get the last box of your gift subscription to make sure you receive the next one.

Subscription dashboard I’m going away - can I pause my subscription?

Absolutely - you can skip upcoming boxes by logging in to your account, or if you’d like to pause your subscription you can email support@whiskyloot.com.

Subscription dashboard I need to cancel my subscription - how do I do this?

We will be so sad to see you go! You can always pause your subscription, skip upcoming months or transfer your subscription to quarterly. To cancel your subscription, simply email support@whiskyloot.com - there are no fees or charges to cancel, and you can cancel anytime (but please check your billing date, as you need to cancel before your next box has been paid for).

Shipping When will I receive my box?

After you subscribe to Whisky Loot, allow for 5-7 business days for your box to be shipped. After that expect the following boxes in your subscription to ship every 30 calendar days. Not soon enough, I know!

Shipping How much is shipping?

Free within Australia! Our products are shipped via Registered Post by Australia Post. Whisky Loot subscribers receive FREE standard shipping on all subscription boxes. For full bottle and one off pack deliveries, we charge a flat $10 delivery free Australia wide, and free delivery over $150.

Shipping Can I track where my monthly box is?

Our trained hawk Rupert continually knows where your whisky is. You will receive an email once your order is processed, and when your delivery is on its way (around 5-7 business days after that). Feeling withdrawals? You can log back into your account and review your upcoming delivery details via the settings tab.

Shipping What shipping method do you use?

We ship mostly via Australia Post.

Shipping Do I need to sign for my delivery?

All our deliveries are signature upon delivery. However, this is subject to the Covid Safe processes of our courier partners. If you’d like to authorise to leave the package, please contact support@whiskyloot.com with Authority to Leave and instructions. Whisky Loot is not responsible for loss or damage of packages once left at the delivery address.

Shipping I need my order super quickly - do you offer express shipping?

Forgot a birthday? Father’s day slipped your mind? No worries, we get it. Express shipping is not allowed for any spirits, but if you need an order rushed please call us on (02) 7908 3834 or email support@whiskyloot.com before you place your order so we see how we can help! Additional shipping charges apply.

Shipping Do you ship overseas?

Unfortunately, not at this stage. But stay tuned for more news around this.

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