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SHIPPING, RETURNS AND FAQS

What do you want to know?

Here's hoping this page has everything you could ever need to know about ordering from Pull The Pin!

 

If you still have a question, we'd love to hear from you at [email protected] or via the form on our contact page.

Frequently asked questions

How long will my parcel take to arrive?


All our parcels are sent out using the Royal Mail 48-hour tracked service, but in busier times please allow up to four working days for your order to arrive. If you live in postcode BT, GY, HS, IM, JE, KW, PA49, PA60-75, PA78, PH30, PH41-44, TR21-TR25, ZE2 & ZE3 we have to use a different Royal Mail service that isn't tracked and may take a little longer to deliver.




I am a trade customer. How do I order?


Take a look at our page dedicated to trade enquiries... we'd love to hear from you!




What if my order doesn't arrive?


Bear in mind that deliveries can take up to four days at busier times (and don't forget to factor in the weekend and bank holidays). If there's still no sign of your order after this time, please get in touch with us at [email protected] and we'll follow up with Royal Mail for you.




Are there nuts in your products?


Not now... Our products are currently all made without nuts as ingredients. However, at this point, we cannot guarantee the facility where our spirits are produced is nut-free and without cross-contact. The ingredients in Pull The Pin Spiced Rum are nutmeg, clove, cinnamon, ginger and allspice. These spices are soaked in the rum and then filtered out prior to bottling. In the past we soaked roasted hazelnuts in our Spiced Rum but we stopped using these nuts in our process in early 2020.

  • If you're buying directly from our website you can be sure you are buying one of the newer nut-free bottles.
  • If you're buying from another stockist and need to check about nuts, be aware that all bottles of the earlier rum (made with hazelnuts) have a handwritten bottle and batch number on the front and a nut allergy warning sticker.




Where do you ship to?


Your Pull The Pin order can be sent to you almost anywhere in the UK and Northern Ireland. We use the Royal Mail Tracked 48 service for all deliveries except to these postcodes: BT, GY, HS, IM, JE, KW, PA49, PA60-75, PA78, PH30, PH41-44, TR21-TR25, ZE2 & ZE3. If you live in one of these locations we can still send out to you via Royal Mail but your parcel will not be tracked and delivery may take a little longer. We would love to send our spirits further and are working on making this happen in the future. We'll announce it on social channels when it becomes possible!




What if one of my items arrives broken?


We package everything up really carefully so your bottles are safe in transit but, even though it's rare thing, accidents during shipping do occasionally happen. If you find your order is damaged or faulty, please take a picture that clearly shows the problem and email it to us at [email protected] so we can get started with arranging a replacement.




Why is one of the items I ordered missing?


Sometimes orders have to be sent out as separate packages. This can mean they arrive on different days despite being sent out at the same time. In our experience the 'missing' item usually arrives the following day but if there is no sign of it after this please email us at [email protected].




How much is postage?


Any orders over £40 will be sent to you for free. All orders £40 and under cost £3.50 to ship. The only exceptions to this are the 'Mail-a-measure' packs and socks, shipping for these items is £1.50.




Can we come and visit you?


We'd love to welcome you to Pull The Pin HQ but unfortunately it's not possible right now. We are hoping to upscale our premise in 2022. Once we're in our new home, we'd love to meet you. Keep an eye out on our social channels for an announcement about when we'll be opening our doors to visitors.




Can I return my order?


We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. We understand mistakes sometimes get made when ordering online so we're generally pretty flexible about returns (within reason!) and obviously we want to know if you received items that are damaged or faulty. The main exception to this is if you've ordered something personalised (like a tumbler with "Happy Birthday Brian, the best dad in the world!" engraved on it) when we can't accept a return unless it's faulty or damaged. We ask that anything you want to return is in the same saleable condition you received it, unopened/unused and still in its original packaging. If you want to return something you need to get in contact with us at [email protected] and send details. Your Shopify order number woud be helpful if you can include it and make sure you send us a photo if there's been any damage. What happens next:

  1. We'll decide if we can accept a return.
  2. We'll let you know where to send the parcel - if you're returning it because of an error at your end we'll ask you to pay postage.
  3. Once we've received and checked the item(s) we'll get in touch about whether we can offer you a replacement/exchange/refund.
  4. If we approve a refund, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the refund.
Items sent back to us without first emailing to request a return will not be accepted.




Are your drinks gluten-free?


We do not use ingredients containing gluten in our rums, gin or rum liqueur. However, our drinks are produced in an environment which we cannot guarantee is completely gluten-free so they may not be suitable for people with coeliac disease.