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Events

Events

Refer a Friend

Refer a Friend

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Online Store

Delivery

Delivery

Ticket Issues

Can I transfer tickets to another session or venue?

We are unable to transfer tickets between venues, day or session. We are able to process a refund until the Monday before the festival so that you can re-buy for the preferred session should tickets be available. If you originally purchased an 'Early Bird Ticket' and wish to re-buy for a 'Standard Ticket' session, the difference in price will not be refunded under any circumstance.

The event is sold out, are there any more tickets available?

All our tickets are sold through Eventbrite, once they are sold out we don’t have any more tickets available. We no longer have a wait list for return tickets, however there may be an option to buy 'Last Minute Tickets' as advertised on our web and social media pages nearer the event. This may not be an option at all locations.

Do the tickets have to be in my name for me to use them?

No, the name on the tickets doesn’t affect who can use them.

Do I need to print out my tickets for the event?

Unless you have an account for the Eventbrite mobile App then you will need to print out your tickets sent to you in the confirmation email when you purchased the tickets.

Ticket Pricing

Please note, ticket prices may vary or be subject to change. Early Bird, Standard and Last Minute ticket prices will differ. Gin Festival reserves the right to alter ticket prices without notice.

Ticket Sales

How can I buy 'Early Bird Tickets'?

Early Bird Tickets' will only be on sale for a limited period. The sale of these tickets will end once the tickets will end once all of the tickets have been purchased. Gin Festival Limited reserves the right to withdraw the sale of 'Early Bird Tickets' at any point.

Do I need to print out my tickets for the event?

Unless you have an account for the Eventbrite mobile App then you will need to print out your tickets sent to you in the confirmation email when you purchased the tickets.

I can no longer attend the event, can I get a refund?

Yes, we can give a full refund for any tickets purchased until the Monday prior to an event at 5pm. Please email info@ginfestival.com. Gin Festival regrets that 'Last Minute Tickets' can not be refunded under any circumstance. Please note, we are only able to refund tickets purchased through Eventbrite. If you have purchased any tickets through a 3rd party provider Gin Festival Ltd is not in any way liable for your purchase. Please contact the 3rd party with any refund request.

Do you send out paper tickets?

No, all our tickets are sent to you through an Eventbrite confirmation email.

I haven’t received my confirmation email, what should I do?

Please contact us on info@ginfestival.com and we can re-send the confirmation email to you. If you still don’t receive the email it may be in your junk or spam folder. We ask that you check all ticket details are correct before purchasing your ticket through Eventbrite, as these can not (with the exception of email address) be amended once the ticket has been processed.

What is included with my ticket?

Each ticket includes admittance to the event for one person, a badge, a festival glass and a brochure. We also have entertainment throughout the session, access to masterclasses, and information from Gin exhibitors and samples from their stand. In addition you will now have a £10 discount code to use with Uber (new customers only).

Ticket Pricing

Please note, ticket prices may vary or be subject to change. Early Bird, Standard and Last Minute ticket prices will differ. Gin Festival reserves the right to alter ticket prices without notice.

Cashless Payment System

How do I create a cashless account?

You will be able to to create an online token account on ginfestival.com/cashless before the event by entering your email address and ticket barcode number. If you did not book the tickets, you will need to contact the ticket buyer for these details.

Providing you have access to an internet connection, you will be able to create an online token account during the event, with your smartphone. This can be easily set up by entering your email address and the 6 digit code which can be found on the back of your wristband. This means that you can top anytime, anywhere without the hassle of queuing at the Cashless Bank.

How do I place money on my cashless account?

Once you have credited an online token account, you will be able to top up using a debit or credit card before, and during the event to escape the queues! Top up £5 for each G&T. Not sure how much to spend? £20 equals 4 delicious gins! Top up as many times as you need during the festival.

Alternatively a Cashless Bank will be available at the event to create an online token account, or to top up by card or cash.

How do I collect my wristband?

If you have topped up your token account before the festival, you can collect your wristband, link to your account, and head straight to the gins!

If you haven’t topped up before the event, don’t worry! You will able to collect your electronic token wristband on entry and take it to one of our clearly marked Cashless Banks on site to be activated.

Where and when will I use my wristband during the event?

Your electronic token wristband will be the only payment method accepted throughout the event (except at our food stands) and will allow you to purchase gin, items from our off licence. Please be aware that you are unable to purchase food with your electronic token wristband, cash and card facilities will be available for these outlets only. Visit our Facebook event page for updates on our food varieties and prices.

You will also need your electronic wristband to exit and enter the venue throughout the event.

What happens if my wristband is stolen?

If you have created an online account, head to the Cashless Bank to block the wristband. We can then transfer your balance to a new wristband. If you have not created an online account, we will be unable to cancel your wristband/credit. We are also unable to refund any remaining credit which has been lost.

Why create an online account?

By creating an account, you will be able to:
-View your remaining balance by checking online.
-Save your credit/debit card details in order to top up faster.
-Top up before the event via the website.
-Block your wristband and collect a new one in case of theft or loss.

What happens to the money left on my wristband after the event?

You can use the money left on your wristband to purchase items from our off-licence. Following an event, you are able to request a refund for any outstanding credit by visiting ginfestival.com/cashless and choosing the refund option. Refunds can only be processed for 7 days after the event, ending on the following Monday at 9am. No refunds will be processed at any other time. Refunds must be credited to the original card used. To be eligible for a refund you must have an existing account, or create an account online.

Am I required to create an account?

No, you can top up your wristband directly at the Cashless Bank at the event. Your wristband will remain anonymous. Beware: in the case of loss or theft, we will not be able to block your wristband if you have not created an online account.

Can I use a wristband for another event?

No, you can only use the wristband provided to you by and during the event. You can not transfer your wristband to another festival.

How can I check my balance?

If you have created your account, you can your transaction history online. You may also see check the remaining balance you have left each time you make a purchase or request a VAT receipt.

You may also check your balance with a member of our friendly staff.

Can I see my transaction history?

Yes, you can get access to it by connecting to your account online.

What happens to the money left on my wristband after the event?

You can use the money left on your wristband to purchase items from our off-licence. Following an event, you are able to request a refund for any outstanding credit by visiting ginfestival.com/cashless and choosing the refund option. Refunds can only be processed for 7 days after the event, ending on the following Monday at 9am. No refunds will be processed at any other time. Refunds must be credited to the original card used. To be eligible for a refund you must have an existing account, or create an account online.

How do I take care of my wristband/What should I avoid doing in order to ensure that it will function correctly?

Your cash and transaction information is stored on your wristband. Make sure to keep it safe, and do not try and pierce it or cut it, as this would instantly void your wristband.

Before/During Event

Do I need to bring ID?

As this is an 18+ event you may be asked to show ID (Passport, Driving Licence or PASS Card) if you are lucky enough to look under 25. If you are unable to provide ID, you will not be admitted into the festival even with a valid ticket.

Where can I contact the event organiser?

You can contact us by email using info@ginfestival.com or by phone using: 01274 888588. Our offices are open Monday to Friday (except Bank Holidays) from 8am to 6pm. We periodically check Facebook messages at other times.

Can I bring my children to the event?

Our events are strictly 18+ so this means we can’t admit anyone under 18 even if they have a valid ticket. Babies are not permitted.

Can I bring animals to the event?

Dogs and other animals are not permitted with the exception of service animals.

Will there be food at the event?

Yes, there are food and snacks available to purchase at all our events, including vegetarian options.

Will other drinks be available as well as gin?

As a Gin Festival we offer a large selection of gins! However, there will also be rum, vodka, real ale, wine & cider available for the the people wanting something other than gin. These will be available from our tuck shop in limited amounts.

Can I arrive later than the listed time?

You can enter at any time during your session. Although Masterclasses take place frequently, please be aware brands only exhibit once within each session. Last pours are 15 minutes before the session ends.

How do I book a place on a Masterclass?

Have a look at our display boards on entry to check the times of each Masterclass. You do not need to book in advance, but spaces are first come, first served.

Is re-entry permitted?

You can come and go as you please, but it is worth taking note that you will have a glass with you that you must take with you!

What is the Uber discount code?

This is a £10 discount code for new Uber customers only. You will find your code on your confirmation email. Please note we accept no responsibility for third party offers or information. We have no responsibility for the content of the linked website(s). Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.

Will there be seating?

Gin Festival is a standing event. Some seating will be provided but is not guaranteed for every attendee.

Legal Stuff - Events

As this is an 18+ event you may be asked to show ID ( Passport, Driving Licence or PASS Card) if you are lucky enough to look under 25. If you are unable to provide ID, you will not be admitted into the festival even with a valid ticket.

Gin Festival reserves the right to carry out photography and/or video recording at their events for publicity purposes and to reproduce images and footage on our website. By entering into this Agreement, you agree that Gin Festival and any party authorised by the Gin Festival may use such images in perpetuity and in any format whatsoever. You further agree that copyright in these materials is owned by Gin Festival.

The current smoking legislation regarding smoking in public places applies at all of our festivals. The use of E-Cigarettes is not permitted at our festivals except in designated smoking areas.

Please be aware that for your security, we may on occasion conduct bag searches on entry to the festival.

To ensure that everyone can have an enjoyable experience, we reserve the right to refuse admission to disruptive or aggressive attendees even if a valid ticket is produced. No refund will be issued in this case.

Only alcohol purchased from Gin Festival LTD may be consumed within the the event.

Only food purchased within Gin Festival LTD may be consumed within the event.

It is the attendee's responsibility to take care of their Gin Festival copa glasses. In the case of breakage, glasses will only be replaced at the retail price of £5.00 each.

It is the attendee's responsibility to take care of all personal items. Gin Festival will not be held responsible for any loss, theft or damage to personal belongings.

Refer a friend Terms & Conditions

The promoter is Gin Festival Ltd Corner House, Russell Street, Keighley, Company No: 09442829. The term 'Gin Festival Ltd’' or 'us' or 'we' refers to the promoter. The term 'you' refers to the user or viewer of our website. Please read the following terms and conditions carefully. These terms and conditions govern the Refer a Friend promotion.

1. The Refer a Friend promotion is open to all UK residents aged 18 and over, excluding employees of Gin Festival Ltd. No third party entries, bulk entries or entries submitted by agents will be accepted. Gin Festival reserves the right to verify the eligibility of users. Gin Festival may require such information as it considers reasonably necessary for the purpose of verifying the eligibility of an entry and prizes may be withheld until and unless we are satisfied with the verification. We reserve the right not to award vouchers or prizes for a successful referral if it has reason to believe that the referral is not legitimate, including but not limited to users referring themselves, multiple user referrals, returned orders, cancellations and orders placed under the minimum spend.

The promotion runs from August 2017 to August 2018.

3. For every friend you refer (who makes a purchase, subject to a minimum spend as per point 4 and after our 30 day returns & refund period has passed) you will earn a £10 voucher.

4. Every friend that you refer will receive a £10 voucher. This £10 voucher is subject to a minimum spend of £35 (excluding shipping), and cannot be redeemed against any products in another promotion/offer, alongside any other voucher codes or on event tickets. Promotions, including codes, must be used at checkout and can not be applied retrospectively.

5. Once you have successfully referred 3 friends (that have all been individually deemed eligible), you will win 2 tickets to a Gin Festival of your choice. Tickets can only be used by those aged 18+, please be aware you may be asked for ID. If you unable to produce valid ID you will not be allowed entrance, even if you have a valid ticket, as part of the Challenge 25 scheme. Gin Festival Tickets can only be redeemed for events which have been announced and confirmed where capacity is available. They may not be redeemed for sold out sessions. Tickets must be used together for the same event and session. Once tickets have been issued, we are unable to transfer them to another session or festival, even if they are unused. There is no cash alternative for tokens or festival tickets.

6. Gin Festival will not be responsible for any inability of any relevant customer to take up the specified incentive.

7. Gin Festival reserves the right to substitute any incentive for an alternative of similar value. The incentive is not transferable.

8. In the event of fraud, abuse, and/or an error affecting the proper operation of the promotion, including the allocation of more incentives than are available, Gin Festival reserves the right to end or suspend the promotion; amend these terms & conditions; declare void the notification of any user; and/or to allocate the available incentive by conducting a simple draw from all wrongly allocated users.

9. Users’ personal data will be collected, stored and processed for the purposes of administering and assessing the Promotion. Gin Festival Ltd will comply with all requirements of the Data Protection Act 1998.

10. Gin Festival Ltd reserves the right to suspend, cancel or amend the promotion and/or review and revise these terms and conditions at any time without giving prior notice and by continuing to take part in the promotion subsequent to any revision of these terms and conditions, Users shall be deemed to have agreed to any such new or amended terms.

11. The promotion is in no way sponsored, endorsed or administered by, or associated with, Twitter or Facebook or any other form of social media. By entering this Promotion, Users are providing information to Gin Festival Ltd and not to Twitter or Facebook and agree to release Twitter and Facebook from any liability associated with the Promotion.

Payments

How will I receive my invoice?

Your invoice will be included within your parcel, and emailed to the address given during your purchase. An invoice will not be included if you have opted to include a gift card.

I haven’t received an order confirmation/ Has my order gone through?

The order is still at the checkout awaiting a payment. To complete your order simply log onto the Gin Festival website, go to your cart and input all the necessary details. Once the payment details have been completed, you must confirm your order on the next page in order for the payment to be taken and the order to complete.

I am unable to enter a promotional coupon code at the checkout

Please check if the item you are purchasing is currently on offer. Promotions can not be used together, unless otherwise specified.

Terms and Conditions for Promotions including codes

1. One use per customer.
2. Only one promotion/coupon per transaction.
3. Promotions, including codes, must be used at checkout and can not be applied retrospectively.
4. Promotions, including codes, are only applicable to online purchases, unless the individual code/promotion states otherwise.
5. £5 Voucher Code Terms and Conditions: As above. In addition, code can only be redeemed against a purchase greater than £24.99 (not including shipping).
6. Gin Festival Tickets and tokens bought as part of a package can only be redeemed for events where capacity is available. They may not be redeemed for sold out sessions. All tickets must be used together for the same event and session. Valid until 31st December 2017.

Can I order using a non UK card to be delivered to a UK residence?

We are only able to process payments from UK registered cards.

My card payment will not go through/ has been charged a small denomination/ order failed.

Please contact your bank. Sometimes your card will be tested for authorisation and a small amount such as a £1 will show as leaving your account. This will always be refunded back to your account straight away. As this process is very quick, it does not always show on your statement. If your bank does not authorize the payment, the order will not complete, and you should contact your bank.

I need to cancel or add to my order

Please email info@ginfestival.com as quickly as possible. We are unable to add to your order, but we are able to cancel, so that you can order again.

Gin Festival in a Box

Please note, we reserve the right to change, remove or replace the contents in any of our Gin Festival In A Box Editions without notice. We will make every effort to replace any item with a product of equal or greater value.

Specialist Items

What about The Vintage Gin Collection?

Gins that are part of The Vintage Gin Collection are stored in a separate location to our normal stock and are processed and posted separately. The postage cost for The Vintage Gin collection includes insurance for these very valuable items. The postage charged for Vintage Gin Collection purchases is per item and is in addition to any normal postage you would pay.

Legal Stuff

Age restriction

It is against the law to sell gin, wine or beer to anyone who isn't 18 years old or over. By placing an order you confirm that you are at least 18 years old. If you are buying a gin, wine or beer as a gift - the recipient must also be over 18 years old. If our couriers are in any doubt about the age of the recipient on delivery, they will request some form of ID. If the person receiving the alcohol is unable to produce appropriate ID, unfortunately our couriers will be unable to leave the gin, wine or beer. Sorry to have to state the obvious, but once the gin, wine or beer has been delivered, according to your original delivery instructions, it becomes the recipient's responsibility. This does not affect your right to a replacement gin, wine or beer if it is stolen as set out in our delivery promise.

Terms and Conditions for Promotions including codes

1. One use per customer.
2. Only one promotion/coupon per transaction.
3. Promotions, including codes, must be used at checkout and can not be applied retrospectively.
4. Promotions, including codes, are only applicable to online purchases, unless the individual code/promotion states otherwise.
5. £5 Voucher Code Terms and Conditions: As above. In addition, code can only be redeemed against a purchase greater than £24.99 (not including shipping).
6. Gin Festival Tickets and tokens bought as part of a package can only be redeemed for events where capacity is available. They may not be redeemed for sold out sessions. All tickets must be used together for the same event and session. Valid until 31st December 2017.

General Terms and Conditions

If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Gin Festival Ltd's relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website. The term 'Gin Festival Ltd’' or 'us' or 'we' refers to the owner of the website whose registered office is Corner House, Russell Street, Keighley, BD21 2LE. Our company registration number is 09442829. The term 'you' refers to the user or viewer of our website. The use of this website is subject to the following terms of use: The content of the pages of this website is for your general information and use only. It is subject to change without notice. This website uses cookies to monitor browsing preferences. We do not store any information in cookies which could be used to identify you personally, nor are any sensitive details stored in the cookie. Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law. Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements. This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions. All trademarks reproduced in this website which are not the property of, or licensed to, the operator are acknowledged on the website. Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence. From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s). Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales. By making a purchase from this website you agree to terms laid out in our Delivery FAQs. You consent that in the case that our courier is unable to deliver a parcel to your address they are okay to leave it with a neighbour. For broken or damaged goods please refer to our Refunds and Returns policy.

Gin Festival in a Box

Please note, we reserve the right to change, remove or replace the contents in any of our Gin Festival In A Box Editions without notice. We will make every effort to replace any item with a product of equal or greater value.

Website Issues

How will I receive my invoice?

Your invoice will be included within your parcel, and emailed to the address given during your purchase, unless you have opted to include a gift card.

I haven’t received an order confirmation/ Has my order gone through?

The order is still at the checkout awaiting a payment. To complete your order simply log onto the Gin Festival website, go to your cart and input all the necessary details. Once the payment details have been completed, you must confirm your order on the next page in order for the payment to be taken and the order to complete.

I am unable to enter a promotional coupon code at the checkout

Please check if the item you are purchasing is currently on offer. Promotions can not be used together, unless otherwise specified.

Terms and Conditions for Promotions including codes

1. One use per customer.
2. Only one promotion/coupon per transaction.
3. Promotions, including codes, must be used at checkout and can not be applied retrospectively.
4. Promotions, including codes, are only applicable to online purchases, unless the individual code/promotion states otherwise.
5. £5 Voucher Code Terms and Conditions: As above. In addition, code can only be redeemed against a purchase greater than £24.99 (not including shipping).
6. Gin Festival Tickets and tokens bought as part of a package can only be redeemed for events where capacity is available. They may not be redeemed for sold out sessions. All tickets must be used together for the same event and session. Valid until 31st December 2017.

What if I am unable to add an item to my basket?

Please contact info@ginfestival.com

What does it mean if the error code ‘incorrect zip code’ appears?

The billing address and name MUST match the name and address that the account statement for the card being used is billed to. Business accounts can often be registered at different addresses, so please check this. If your home is a new build, it may not yet be listed on the system. If you have recently moved home, your bank details may not have been updated.

Refund/Return

I need to cancel or add to my order

Please email info@ginfestival.com as quickly as possible. We are unable to add to your order, but we are able to cancel, so that you can order again.

Returns and refunds on promotional items

If you are requesting a refund on a promotional bundle, all items in the bundle must be returned. We do not offer partial refunds in this instance.

Returns

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused, unopened (including seal) and in the same condition that you received it. It must also be in the original packaging. Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases. Additional non-returnable items: Gift cards, Downloadable software products, Some health and personal care items. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within the time period specified by your bank or credit card company.

Damaged products

In the event that any part of your order is received in a damaged state and may not be safely returned we may ask you to provide photographic evidence to help us investigate the issue. The photographic evidence must include a clear image of the damaged item/items, the original packaging, and a clear image of your address label. No refunds will be processed until our team receives this photographic evidence. Once this evidence is received and inspected we will notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed as explained above.

Notice of cancellation

Once you have requested that you wish to return your item for whatever reason, you have 14 days in which to send it back. If you fail to do this in the time period, we reserve the right to not offer a refund.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@ginfestival.com.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your debit/credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@ginfestival.com.

Returning your product

To return your product, you should mail your product to: Gin Festival, Unit 3B, Acre Park, Dalton Lane, Keighley, BD21 4JH. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

General Delivery Questions

How much is postage?

Postage is £4.99. This is per order. So no matter how many bottles of gin you buy, if you only make one order, you only pay £4.99. Postage is FREE for all orders over the amount of £150 once all promotions have been applied. Gins from the Vintage Gin Collection are handled separately. Please see end of section.

How long does delivery take?

If you place an order before 2pm on Monday - Thursday you will receive your order on the next working day. If you place an order on a Friday, Saturday, Sunday or a bank holiday, delivery can be expected in 2-3 working days.

Do you ship outside of the UK?

We are only able to ship within the UK, Highlands and Islands due to licensing laws.

Who is the courier?

UPS.

Where can I find my tracking number?

You should have received an email from UPS containing your tracking number. If this has not arrived then please contact UPS customer service (option 0) on 03457 877 877 (local rates will apply and mobile phone charges may vary).

Do I have to sign for my parcel?

On delivery a signature will be required.

What happens if I am not in to receive my parcel?

If you are unable to personally receive and sign for your parcel then a card will be posted by the courier explaining where and when the parcel has been taken. This may be with a neighbour or to your local depot. To reschedule a delivery you can contact UPS on 03457 877 877 (local rates will apply and mobile phone charges may vary) or visit their website. If you need to change your address for any reason you can do so via this link.

What about Mail Orders?

Please be aware that orders made at a festival can take up to 14 working days for delivery. If you have any concerns, please contact info@ginfestival.com with your full name, postcode details, and festival attended.

What about The Vintage Gin Collection?

Gins that are part of The Vintage Gin Collection are stored in a separate location to our normal stock and are processed and posted separately. The postage cost for The Vintage Gin collection includes insurance for these very valuable items. The postage charged for Vintage Gin Collection purchases is per item and is in addition to any normal postage you would pay.

Delivery Address Issues

Can you ship outside of the UK?

We are only able to ship within the UK, Highlands and Islands due to licensing laws.

I haven’t ticked the box to dispatch to my shipping address/ I need to change the shipping address

Please email info@ginfestival.com if the order has been processed and we will do our best to change this for you.

Do you deliver to PO Boxes?

Unfortunately, we do not currently ship to PO boxes. In the event that we notice your address is for a PO Box we will contact you to either arrange an alternative address or issue a refund.

What about Jersey, Guernsey, The Channel Islands and remote Scottish islands?

We consider shipping to Jersey, Guernsey, The Channel Islands and remote Scottish islands, however, an additional shipping charge of £5 or more is applied per order. As our website does not differentiate these from other UK postcodes, in the event that you require a shipment to one of these locations our customer service team will contact you.

Receiving Issues

What happens if I am not in to receive my parcel?

If you are unable to personally receive and sign for your parcel then a card will be posted by the courier explaining where and when the parcel has been taken. This may be with a neighbour or to your local depot. To reschedule a delivery you can contact UPS on 03457 877 877 (local rates will apply and mobile phone charges may vary) or visit their website. If you need to change your address for any reason you can do so via this link. You may need to collect your item from a local access point. Please bring Government issued ID. You must be over the age of 18 to collect any alcohol products.

Some of my items are missing, what can I do?

Gin Festival Ltd accepts no responsibility for missing products once a delivery has been signed for. In the event that your delivery is missing one or more product that you have purchased, please contact customer services, who will investigate the issue. Should you wish to dispute that your order is missing an item you must provide the following evidence: All original packaging showing the address label clearly and courier scanning code. The postcard featuring the packer's name which is included with every order. For broken or damaged goods please refer to our refunds and returns section.

I haven’t received an order confirmation/ Has my order gone through?

The order is still at the checkout awaiting a payment. To complete your order simply log onto the Gin Festival website, go to your cart and input all the necessary details. Once the payment details have been completed, you must confirm your order on the next page in order for the payment to be taken and the order to complete.

Returning address

To return your product, you should mail your product to: Gin Festival, Unit 3B, Acre Park, Dalton Lane, Keighley, BD21 4JH. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Cashless Payment System

How do I create a cashless account?

You will be able to to create an online token account on ginfestival.com/cashless before the event by entering your email address and ticket barcode number. If you did not book the tickets, you will need to contact the ticket buyer for these details.

Providing you have access to an internet connection, you will be able to create an online token account during the event, with your smartphone. This can be easily set up by entering your email address and the 6 digit code which can be found on the back of your wristband. This means that you can top anytime, anywhere without the hassle of queuing at the Cashless Bank.

How do I place money on my cashless account?

Once you have credited an online token account, you will be able to top up using a debit or credit card before, and during the event to escape the queues! Top up £5 for each G&T. Not sure how much to spend? £20 equals 4 delicious gins! Top up as many times as you need during the festival.

Alternatively a Cashless Bank will be available at the event to create an online token account, or to top up by card or cash.

How do I collect my wristband?

If you have topped up your token account before the festival, you can collect your wristband, link to your account, and head straight to the gins!

If you haven’t topped up before the event, don’t worry! You will able to collect your electronic token wristband on entry and take it to one of our clearly marked Cashless Banks on site to be activated.

Where and when will I use my wristband during the event?

Your electronic token wristband will be the only payment method accepted throughout the event (except at our food stands) and will allow you to purchase gin, items from our off licence. Please be aware that you are unable to purchase food with your electronic token wristband, cash and card facilities will be available for these outlets only. Visit our Facebook event page for updates on our food varieties and prices.

You will also need your electronic wristband to exit and enter the venue throughout the event.

What happens if my wristband is stolen?

If you have created an online account, head to the Cashless Bank to block the wristband. We can then transfer your balance to a new wristband. If you have not created an online account, we will be unable to cancel your wristband/credit. We are also unable to refund any remaining credit which has been lost.

Why create an online account?

By creating an account, you will be able to:
-View your remaining balance by checking online.
-Save your credit/debit card details in order to top up faster.
-Top up before the event via the website.
-Block your wristband and collect a new one in case of theft or loss.

What happens to the money left on my wristband after the event?

You can use the money left on your wristband to purchase items from our off-licence. Following an event, you are able to request a refund for any outstanding credit by visiting ginfestival.com/cashless and choosing the refund option. Refunds can only be processed for 7 days after the event, ending on the following Monday at 9am. No refunds will be processed at any other time. Refunds must be credited to the original card used. To be eligible for a refund you must have an existing account, or create an account online.

Am I required to create an account?

No, you can top up your wristband directly at the Cashless Bank at the event. Your wristband will remain anonymous. Beware: in the case of loss or theft, we will not be able to block your wristband if you have not created an online account.

Can I use a wristband for another event?

No, you can only use the wristband provided to you by and during the event. You can not transfer your wristband to another festival.

How can I check my balance?

If you have created your account, you can your transaction history online. You may also see check the remaining balance you have left each time you make a purchase or request a VAT receipt.

You may also check your balance with a member of our friendly staff.

Can I see my transaction history?

Yes, you can get access to it by connecting to your account online.

What happens to the money left on my wristband after the event?

You can use the money left on your wristband to purchase items from our off-licence. Following an event, you are able to request a refund for any outstanding credit by visiting ginfestival.com/cashless and choosing the refund option. Refunds can only be processed for 7 days after the event, ending on the following Monday at 9am. No refunds will be processed at any other time. Refunds must be credited to the original card used. To be eligible for a refund you must have an existing account, or create an account online.

How do I take care of my wristband/What should I avoid doing in order to ensure that it will function correctly?

Your cash and transaction information is stored on your wristband. Make sure to keep it safe, and do not try and pierce it or cut it, as this would instantly void your wristband.

Do you have a wait list for sold out events?

Sorry to hear you missed out this time. ​​We ​do not have a wait list​.​ ​However,​ we do have Last Minute Ticket​s​, which are released with limited availability around 2 weeks before the event. Keep an eye on our social media pages for announcements. Alternatively, our Facebook pages are a good place to find returns. ​Go to the Events section​ here​, ​​click on the one you are interested in, ​select ​the ​discussion ​ thread and comment on one of the pinned posts.

How long is your delivery period?

Delivery ​costs​ ​£4.99 per order so no matter how many bottles you buy the charge is £4.99​. If you place an order before 2pm on Monday - Thursday you will receive your order on the next day. If you place an order on a Friday, Saturday, Sunday or a bank holiday, delivery can be expected in 2-3 working days.

Where is my nearest event?

Take a look at our Events page here to find your nearest Gin Festival​.​