The W Club FAQ

Frequently Asked Questions

General

I am not receiving my W Club emails

There are various reasons why you may not be receiving your W Club emails. Before getting in touch please:

  • Check your spam or junk folder. Your email client may have accidentally marked our emails as spam.
  • Sign in to your W Club account and check there are no typos in the email address you have provided.
  • Check you have specified the correct ‘local store’ in your Account info (The W Club annual memberships only)
  • If you still can’t see our emails then one of our team will be able to help: email hello@thewclub.co.uk or call +44 (0)141 427 2919 (open Monday-Friday 9am-5pm).

I can’t access my W Club account, what should I do?

If you are having trouble signing in to your W Club account, try the following:

  • Check you have typed your email address and password as you did during the sign-up process – both fields are case sensitive.
  • If you can’t remember your password, simply click ‘Forgot your password?’ beneath the sign in boxes. Type in the email address you used to register your account and we’ll send you a link to reset your password.
  • If you think you have the correct details but you still can’t access your account, get in touch and we’ll be happy to help. To help us find your account information as quickly as possible, it’ll be helpful if you can tell us the email address and full name you used to register or activate your account.
  • To get in touch email hello@thewclub.co.uk, call +44 (0)141 427 2919 (open Monday-Friday 9am-5pm), or use the online contact form.

Whisky Subscriptions

What is the Explorer Safari whisky subscription?

The Explorer Safari subscription is a whisky tasting voyage, delivered straight to your door one stop at a time.

Recipients can expect two 10cl bottles of whisky through the post each month (that’s the same as 4 measures of whisky in each bottle!). Every Explorer Safari delivery is thoughtfully curated around a different theme; the two whiskies delivered may represent a certain region, style, distillery or year.

The Explorer Safari is designed to give you a comprehensive understanding of the world of whisky. You’ll explore the notes of various liquids, comparing and contrasting two carefully selected whiskies with each delivery. The contents of your subscription box won’t be revealed until the month you are due to receive it.

The is the ideal subscription box for someone who wants to spend time exploring whisky in exciting and unexpected ways. And, with eight drams in each box, it’s ideal for sharing too.

Is postage included in the cost?

Yes, the monthly price of our Explorer Safari includes the cost of postage and packaging to a UK address. There are no hidden fees or additional costs – what you see is what you pay.

When will my whisky subscription payment be debited from my account?

Your initial payment will be debited from your account on the date you sign up to the Explorer Safari. We will take all subsequent whisky subscription payments on the 1st of each month.

How do I pay for my whisky subscription?

Payments will be processed as a regular and secure debit or credit card payment via Stripe. Read more about Stripe here.

When will my whisky subscription arrive?

Subscription boxes are posted out mid-month for everyone on a rolling subscription, and those who have subscribed or activated their Explorer Safari before the second week of the month (exact postage dates are dependent on stock, and also where weekends fall that month).

If you’ve signed up for a whisky subscription after the 10th of the month, we’ll get your first delivery out to you within 2-5 working days of activation. You can then expect your subsequent deliveries to arrive mid-month going forward.

All Explorer Safari boxes are dispatched via Whistl, who will place your box with a local third party courier.

Once dispatched, we will let you know your Explorer Safari is on the way, and your subscription box should arrive within 2-5 working days.

How do gift subscriptions work?

Gift subscriptions arrive as an activation card showing a unique code. The recipient then uses this code to ‘activate’ their subscription at a time to suit them. That means you can purchase a gift subscription well in advance and maintain the element of ‘surprise’ until the right day!

Please note: the delivery address for the activation gift card is not necessarily the delivery address we’ll send subscription boxes to when the account is activated. Upon activation, we’ll ask the recipient to provide their preferred delivery address for their subscription boxes.

If we notice that a gift card is initially marked for delivery to the purchaser (i.e. we are not posting direct to the recipient) we’ll pop the gift activation card in an unsealed gold envelope, allowing you the opportunity to include your own message/note/card.

If you’ve chosen to send your gift subscription direct to the recipient, the activation card will be supplied in a sealed gold envelope addressed to the recipient.

You’ll be given the opportunity to include a personalised gift message during the purchase process, regardless of where you choose to post the activation card.

What if I need to cancel my whisky subscription?

If you have signed up online for a rolling whisky subscription (i.e. not via a pre-paid gift purchase) you can cancel your subscription at any time.

Payment for your upcoming whisky subscription will be taken on the 1st of each month, so you’ll need to cancel before the last working day of the month in order to stop the payment and delivery of your next box.

Can I change the delivery address for my whisky subscription?

Of course – simply sign in to your account and update your delivery details. Please note: delivery details altered after the 10th of the month will not be implemented for that month’s delivery.

How do I update the payment details for my subscription?

Simply sign in and navigate to your ‘Account’ page. There you’ll see your personal details, followed by a link to ‘Change your credit/debit card’.

If you are changing your payment details due to a card being lost/stolen or having expired, please make sure to change your details before the 1st of the month so that we are able to debit payment for your Explorer Safari and successfully dispatch your box.

Forgotten to change your card details? Send us an email on hello@thewclub.co.uk or call +44 (0)141 427 2919 and we will sort it out for you.

I need to pause my subscription – what do I do?

We currently don’t offer this function, however we’re working on it and should have something set up very soon. In the meantime, get in touch with us on hello@thewclub.co.uk and we’ll be happy to help.

Can I transfer my whisky subscription to someone else?

Absolutely – you’ll need to call us on +44 (0)141 427 2919 to do so. Make sure you have your account login details handy so that we can change the account for you.

I am not a UK resident – can I sign up for a W Club whisky subscription?

Unfortunately, Explorer Safari subscription boxes can only currently be delivered to UK residents. Non-UK residents are able to purchase a subscription to a UK address (for example, as a gift).

My subscription box hasn’t arrived when expected this month – what should I do?

If you’ve waited longer than anticipated for your Explorer Safari, please let us know by contacting hello@thewclub.co.uk or calling +44 (0)141 427 2919 so that we can track your parcel’s progress and post a replacement if necessary.

My subscription box and/or its contents were broken or damaged – what should I do?

While we do our best to ensure that all Explorer Safari subscription boxes arrive intact and beautifully presented, accidents do happen. Should you receive a subscription box that is damaged, broken, or you believe has been tampered with, please let us know immediately by emailing hello@thewclub.co.uk. If you can include a photograph of the item with your email, that would be great. We will then replace the damaged item.

May I return my whisky subscription box for a refund?

If we’ve made an error with your delivery, or you are unhappy with the contents of your whisky subscription box, then please email hello@thewclub.co.uk.

Typically, we cannot refund whisky subscriptions unless an item has been wrongly delivered, damaged or tampered with during transit.

I am having trouble activating my W Club gift subscription

Don’t worry – either email hello@thewclub.co.uk or call +44 (0)141 427 2919 and our team will be happy to help. Our opening hours are 9am-5pm Monday-Friday and we endeavour to reply to all emails as soon as we possibly can.

The W Club

What is included in The W Club membership?

As a member of The W Club you will have access to a wide range of benefits, accessible both online and in store at The Whisky Shop across the UK. Find your nearest store.

These include: exclusive offers and discounts, available only to whisky club members; a quarterly copy of Whiskeria magazine (cover price £3.49) delivered to your door for free; invitations to tastings hosted by your local branch of The Whisky Shop; access to members-only whisky auctions; opportunities to enter competitions unavailable to non-whisky club members; priority notice on limited edition bottlings and new releases arriving at The Whisky Shop; access to Whisky Wednesday discounts; behind the scenes distillery information; members only bottlings, with the occasional opportunity to join the tasting panel and help select the next whisky; monthly 10% off selected products; the chance to join The W Club community and discuss whisky with fellow members.

I live outside the UK – can I still join The W Club?

Non-UK residents are welcome to join The W Club, however please note that free delivery of Whiskeria magazine and tasting panel opportunities will not be included in your membership.

If you would like to receive Whiskeria magazine to an overseas address, please call +44 (0)141 427 2919 and we’ll be happy to discuss postage costs with you.

I’ve lost or broken my W Club membership card – what should I do?

Let us know right away and we will replace your card, so you can continue to reap all the benefits of W Club membership.

I’ve moved house – how do I change my delivery address details?

Simply sign into ‘my account’ and update the address details shown. Remember to change your nearest store too, if this is applicable.

My quarterly copy of Whiskeria magazine hasn’t arrived.

If your latest copy of Whiskeria hasn’t arrived, just let us know by emailing hello@thewclub.co.uk or calling +44 (0)141 427 2919 and we’ll pop another copy in the post for you.

I can no longer attend a W Club whisky tasting at my local store – what should I do?

If you’ve signed up for a tasting run by your local branch of The Whisky Shop and find yourself unable to attend, please let us know as early as possible by calling +44 (0)141 427 2919 so we can allocate the place to another member (and refund you if applicable).

I bought a W Club membership as a gift, but nothing has arrived.

If you’ve bought a W Club membership but the card hasn’t shown up, please tell us as soon as possible by emailing hello@thewclub.co.uk or calling +44 (0)141 427 2919.

We’ll let you (or the recipient) know their membership number so they can begin benefitting from their W Club membership, and will put another card in the post for you right away.

How much notice do I need to give to stop the auto-renewal of my annual W Club membership?

By logging into ‘my account’, you’ll be able to see when your current annual membership to The W Club is set to expire. If you wish to stop the auto-renewal of your membership, please get in touch via email at hello@thewclub.co.uk or call +44 (0)141 427 2919 and we’ll be happy to help.

I’m having trouble accessing the W Club members only offers.

If you have an existing customer account at www.whiskyshop.com that uses a different email address to the one linked with your W Club account, you won’t be able to access our members only offers while logged into that account.

Please log out of your whiskyshop.com customer account, then access the offers again via our members-only hub on thewclub.co.uk.

If you’re still having trouble, we’re here to help: call +44 (0)141 427 2919 or email hello@thewclub.co.uk.

How do I find out when my W Club membership is due to expire?

By logging into ‘my account’, you’ll be able to see when your current annual membership to The W Club is set to expire. We’ll also send you a remainder email seven days before your membership is due to expire/renewal and then another remainder on the day of expiry.

Whisky Wednesdays

There are four main points that define Whisky Wednesdays:

  • Whisky Wednesday deals are only available to current active members of the W Club
  • Whisky Wednesday deals are limited to a handful of carefully chosen products, and only limited number of each product will be available to all members of the W Club
  • Purchase is limited to one bottle of any given whisky per customer – you may buy multiple different products but no more than one of the same product
  • Whisky Wednesday deals are available for 24-hours only

Whisky Wednesday deals can only be accessed by active W Club members. If you’re an active W Club member, you’ll receive a ‘sale now open’ email on Wednesday morning that’ll send you directly to the W Club members offer page on www.whiskyshop.com.

All Whisky Wednesday deals are available for free of charge Click & Collect from any of our Whisky Shop stores.

Once the allocated number of offer bottles are gone, they’re gone, and no more will be put on sale at the offer price.

I have bought/plan to buy a personal membership online. Will I be able to access the benefits straight away?

Yes! The W Club Memberships purchased online for personal use (not as a gift) will be auto-activated on completion of purchase, so you’ll be able to sign into your account and access all the exciting benefits of the club right away.

We’ll post your pre-activated membership card out along with your first copy of Whiskeria magazine via Royal Mail, and these should arrive within 2-3 working days. Once you have your membership card you’ll be able to access in-store offers at The Whisky shop too.

Why haven’t I received my copy of Whiskeria magazine?

As a member of the W Club you are entitled to four complimentary copies of Whiskeria magazine posted direct to your door each year.

Magazines are released quarterly (spring/summer/autumn/winter) and the arrival of a new issue is usually announced via The W Club social media channels (follow @mywclub for all the latest news).

If you think you’ve missed out on an edition of Whiskeria, please first:

  • Check that your membership has not expired – you can do so by signing into your Account page.
  • Ensure that your delivery details are up to date. Again, you can check and update this on your Account page.

If your account is showing as active with the correct address and your magazine still missing, please contact us on hello@thewclub.co.uk or call +44 (0)141 427 2919 and one of our team will look into this for you.

The Whisky Shop