Help/ FAQ


Do you have a question about placing an order or booking one of our experiences? Please see our list of frequently asked questions below. If your query is not answered here, please call us on 01789 336559 or email [email protected] and we'll be happy to help.
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Frequently asked questions

Should I book a distillery experience in advance?

To avoid disappointment, we recommend that our experiences are booked in advance to guarantee your place. Our Tours, Gin Schools, Gin Cruises and Cocktail Masterclasses are available to book in advance online and via phone on 01789 336 559.

Do I need to pay in advance for booking my experience or can I pay on the day?

We kindly ask for payment at the time of booking.

Can I just arrive at the distillery without booking?

You are welcome to visit the distillery shop any time during our opening hours but our experiences should be booked in advance to avoid disappointment.

What should I wear on the experience?

The Tour and Gin School takes place throughout our distillery, and as you will enter the production area, we suggest wearing comfortable, layered clothing due to the warmth of our stills. Sensible footwear is also advised. There is space available to hang up coats should you require it.

What do I do if I want to change the date or time of my experience?

Please call a member of our team on 01789 336 559 or email [email protected] to change the date or time of your tour. This can be done up to 7 days prior to your original booking. After this time, no changes can be made.

For group bookings of 7 or more people on our Tours, Gin Cruises and Cocktail Masterclasses, we require 21 days’ notice in advance of your scheduled experience.

For group bookings of 4 or more stills on our Gin School, we require 21 days’ notice in advance of your scheduled experience.

What is your cancellation and refunds policy?

If you wish to cancel your booking, we require a minimum of 7 days’ notice prior to your scheduled experience for all bookings of up to 6 people (for Tours, Gin Cruises and Cocktail Masterclasses) and up to 3 stills (for Gin Schools).

For group bookings of 7 or more people on our Tours, Gin Cruises and Cocktail Masterclasses, we require 21 days’ notice in advance of your scheduled experience.

For group bookings of 4 or more stills on our Gin School, we require 21 days’ notice in advance of your scheduled experience.

All bookings made by gift voucher are non-refundable.

If you booked using a Travelzoo or Virgin Experiences voucher, then you will need to contact these third party providers directly to request a refund.

Are children permitted on your experiences?

Children between the ages of 8-17 are permitted on our Tours (tickets are priced at £10). They are unable to participate in the tasting section of the Tour but we offer a variety of soft drinks. No children under the age of 18 can be admitted to the Gin School Experience, Cocktail Masterclass or on the Gin Cruises.

Is there a café?

We have a Coffee and Cocktail Lounge onsite at the distillery where you can enjoy a hot drink and a slice of cake or an extra G&T before or after your experience. Whilst we offer a selection of cakes and snacks, we do not currently offer a hot food or sandwich menu.

Can I get to the distillery by public transport?

Unfortunately, at present there is no public transport that serves the distillery directly. The nearest train station is Stratford and this is a short 8-10 minute taxi ride.

Is there disabled access?

Our distillery is fully accessible for wheelchair users with a ramp at the entrance and the floor is all on one level inside. We have a disabled toilet and can also provide a lower workstation in our Gin School room – we just kindly ask that we are informed this is required at the time of booking so we can ensure it is set up ready. Please call a member of our team on 01789 336 559 for further information or access requirements.

What if I’m driving, can I still take part in the tasting?

Soft drinks are provided for designated drivers (who will be offered a gin miniature to take home in place of the Gin & Tonic at the end of our Distillery Tours). Please note we do not offer gin miniatures on our Gin Cruises or Cocktail Masterclasses in lieu of the Gin & Tonic.

When should I arrive for my experience?

Visitors are asked to arrive 5-10 minutes before their experience start time with their confirmation of booking.

What happens if I am late for my experience?

Our experiences will start promptly at their scheduled time. If you are delayed, we recommend you call us on 01789 336 559 so we can notify the host. You will be able to join your experience group when you arrive.

Is there parking at the distillery?

There is plenty of free parking in front of the distillery in our car park.

Where do I go when I arrive?

Guests should check-in at the reception desk situated at the entrance to the building prior to their experience.

What are your opening hours?

Distillery opening hours:
Monday – Tuesday: Closed
Wednesday – Saturday: 10am – 5pm
Sunday: 10am – 4pm

No 1 High Street shop opening hours:
Monday – Saturday: 10am – 5pm
Sunday: 10am – 4pm

How long are your gift vouchers valid for?

Our own vouchers are valid for 12 months from the day of issue, but it is worth explaining that this is the date that the voucher expires for booking on our system, not the date required to attend the experience. We always try to have around 6 months of future experiences available for booking.

I have a Virgin Experiences voucher. How do I book my experience?

Please call a member of our team on 01789 336 559 or email [email protected] to make your booking. We will require your name, contact number, voucher serial number and PIN to process the booking.

I have a gift voucher which has expired due to being unable to redeem it during the lockdowns. Will you extend this?

Shakespeare Distillery Gift Vouchers recipients can have the expiry date extended to 31/12/21 to account for the three lockdown closures. Please call a member of our team on 01789 336 559 or email [email protected] with your voucher details. Please note that our gift voucher expiry date is the date by which the recipient simply needs to make their booking online or by phone by, and not necessarily the date by which they have to take their experience.

For those in possession of a Travelzoo tour voucher expiring during 2020 they have now been extended until 31.12.21.

For those in possession of a Virgin Experience Days voucher for one of our experiences, these can now be redeemed again or extended for 6 months free of charge by visiting their website, https://www.virginexperiencedays.co.uk/myvoucher

I had an experience booked which was cancelled due to Coronavirus. How do I re-book?

All those who were booked onto an experience during any period of UK lockdown have been contacted by email to advise on how to re-book. If you have not received an email and hold a deferred booking please email us at [email protected]

How quickly will my order be dispatched?

Once we receive your order we will dispatch your items as soon as possible. You will receive a text or email notification when your parcel is with our courier for delivery. We use a next day courier service which delivers Monday to Friday, but not on weekends.

Do I need to pay for delivery when I make an order from your online shop?

We offer free shipping on orders over £35. Any orders under £35 will be required to pay a £5 delivery charge.

How do I make a group booking?

To make a group booking of 7 or more people on our Tours, Gin Cruises and Cocktail Masterclasses, or of 4 or more stills on our Gin School please call a member of our team on 01789 336 559 or email [email protected]



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