Dear Katie,

Thank you for taking the time to leave a review, and please accept our sincere apologies for the delay and lack of communication regarding your order. This experience is not the level of service we aim to provide. We fully understand how frustrating it is to experience delays in order confirmation and delivery, particularly when express shipping (1–3 days) was selected, and to not receive a response to your email. While not an excuse, we were closed for a short period between Christmas and New Year, and due to unforeseen changes in staff cover during that time, the processing of some online orders was delayed. We are very sorry for the inconvenience this caused and are reviewing our order processing and customer communications during closed periods to ensure this does not happen again. As a small gesture of apology, we have refunded your shipping fee to your original payment method. Thank you again for your feedback, and we are very sorry once again for your experience.

Kind Regards
The Gin Bothy Team