Frequently Asked Questions
Please be advised that we are now facing up to 5 days delay in order processing due to Covid related staff shortages & restrictions at our fulfillment center.
Carriers are continuing to keep the flow of goods moving, though we have noted that many shipments are taking longer than usual and that tracking updates are sometimes being interrupted.
Kindly note that Express Post shipments are also seeing delays and we cannot guarantee typical express turnaround.
If paying by credit card we accept Visa, MasterCard, Discover, and American Express. You may also use PayPal.
And, if you are an Apple Pay user, you can check out using Apple Pay on your Safari browser through your iPhone, iPad, or desktop.
If you have received a discount code and wish to apply it to your order, you can do so during the checkout process. The discount code field is found at the bottom of the order summary section. This is on the righthand side of the page in desktop and at the top of the page in mobile.
That will be a decision you must be prepared to live with for the rest of your life. How will you tell your friends and family that you chose to carry on living without the promise of one of our whisky changing products?
Nevertheless, if you do decide to cancel before it has been shipped, you can easily do this by writing us via the contact link below or emailing us at email@example.com. If your order has already been dispatched, you will need to go through the normal return process.
Please note that discount codes cannot be combined with any other promotions. If your discount code is not being accepted, it could be that it conflicts with a promotion we are running.
We are working with a trusted warehouse and fulfillment partner located in Wetherill Park.
Our Australian store serves customers based in Australia and New Zealand.
Our main site (norlanglass.com) currently serves customers in the United States, Mexico, and select countries in South America and Central America.
Customers based in Canada should visit our Canada store (ca.norlanglass.com).
If you are located in one of the below countries, please visit our UK store (uk.norlanglass.com):
Europe: Austria, Belarus, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faore Islands, Finland, France, Germany, Greece, Greenland, Guernsey, Hungary, Iceland, Isle Of Man, Ireland, Italy, Jersey, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, Turkey, Ukraine
Asia: China, Hong Kong, India, Indonesia, Japan, Kazakhstan, Kyrgyzstan, Malaysia, Philippines, South Korea, Singapore, Taiwan, Thailand, Timor Leste, Vanuatu
Middle East: Israel, Qatar, Saudi Arabia, United Arab Emirates
If you do not see your country listed above please contact us and we will see about adding delivery so that you can get the perfect whisky glass.
All orders of in-stock items ship the following business day. Unfortunately, due to the ongoing impacts of COVID-19 on carrier networks, we are unable to offer transit time estimates for shipments. Please refer to the Australia Post website if you are in Australia, or the DHL International website if you are located in New Zealand, for the most up to date estimates for transit times.
If tracking shows your package as having been delivered but you have not received it, please take the following steps:
- Please first check around your property or building and enquire with any family members, neighbors, or building management to see if the carrier left your parcel in an alternate location. 9 times out of 10 this is the case.
- If you still cannot locate it, please contact your local post office with the tracking number to see if they can provide additional information on the shipment. We often see cases where tracking data with the carrier indicates that a delivery was made but ends up being delivered in the days afterwards.
- If the above steps do not lead to your package being discovered, please contact us and we will take the necessary steps to further investigate.
Not to worry. If you've ordered a gift and are sending directly to your recipient, please note that we do not include receipts (or invoices) in the shipment. All that is included is this packing list, which has the order number, the address of the recipient, and the list of items included.
While we know it is frustrating and disconcerting to not see activity on a shipment, please rest assured that your order is en route. During periods of heavy shipping volume, sometimes parcels miss their origin scan. While it may appear that the parcel was not handed off to the shipping carrier, this is not the case.
In over 99% of cases where this occurs, the tracking link eventually updates after a later terminal scan or is actually delivered without any tracking update having been posted.
Sometimes these cases do result in shipment delays. If your order has not shown progress toward your destination or been delivered within 15 days of dispatch, please let us know and we'll file a lost parcel claim with the carrier and issue a replacement or refund as needed.
Our return policy lasts 30 days and is effective from the moment you receive your goods. Should you wish to return your order, please notify us within 15 days of receipt of your order. Any returns past 30 days from the date of receiving your order will be subject to a 20% restocking fee.
We will extend our return policy to 15 days after Christmas for all orders purchased as gifts up until this date. Please note that all products must be inspected within 48 hours of receiving your order if we are to make any replacements on potential damages incurred during shipping.