Customer service

FAQs

Commonly viewed questions
About Us What is Gin Loot?

Gin Loot is a dedicated team of gin lovers lead by CEO Joel Hauer & Spirit Specialist Tim Laferla,  committed to providing our customers with an awesome gin experience.

Our specialty is our Subscription Gin Adventure - each month you will receive 3 of our 60mL treasured tasters (that's 2 standard drinks of each gin). Our expert-curated selection of gins change each month.

About Us Is the Gin genuine?

Yes, it's 100% Genuine. We're a licenced retailer of Gin (Liquor Licence LIQP770017411) and work with distilleries in Australian and from around the world to source Gin for the Gin Loot subscription.

About Us Where are we based?

Our warehouse, head office and team are located in Sydney, NSW, Australia.

About Us How can I get in touch?

Wanna say hi? Have a question? Do you want to work with us? We love hearing from you. You can reach out to us at support@ginloot.com, or call us during business hours on (02) 7908 3834.

Gift Subscriptions I want to buy a gift subscription for my friend/parent/partner/boss - how do I do this?

What an excellent gift idea! You can head to https://ginloot.com/pages/gifts to get started. You can select the period of your gift subscription (3 months, 6 months, or 12 months), then the method of delivery. You will get an email with the coupon code and you can give it to them as you wish.

Gift Subscriptions How to redeem the gift?

Once you place your order, we create an e-gift voucher for you that includes your name, the recipient's name, and the personalised message you provide to us in the checkout process.

We then email you a copy of this voucher, so you can forward it to the recipient or print it out and give it in person.

The recipient then follows the redemption instructions on the voucher to begin their subscription

Gift Subscriptions What does my gift recipient get?

Once your recipient redeems their gift, each month they will receive a beautiful bespoke presentation box, with three custom-designed glass bottles containing hand-selected gin.

Our team of gin sommeliers create tasting notes each month which accompany each box, so your recipient can understand and appreciate the botanicals, taste and flavours each gin has to offer.

Your recipient will also receive a beautiful tasting journal with their first delivery, so they can make notes + track their gin adventure.

Gift Subscriptions Are there any additional charges or fees to buying a gift?

No! There are no additional fees to send a gift.

Gift redemptions I got a voucher for a gift subscription! Yay! What do I do now?

Awesome! We are so excited that you are joining us. Simply head to the redemption page and follow the prompts to enter your details, and we’ll send out your first box!

Your first box is sent within 5-7 business days, and the next box in your subscription will be sent 30 days after that. As an example, if you redeem your voucher on the 20th of June, you will get your first box by the 27th June, and your next box around the 25th July.

Gift redemptions Why do I need to enter my credit card details to redeem my gift?

Our current subscription service requires all subscribers to enter their credit card details as part of the redemption + subscription process. So long as you enter the unique code sent to you on your gift card or gift letter, there will be no charge, and no charges in the future, unless you opt in. Your personal information is stored securely via Stripe or Braintree - your privacy is of paramount importance to us. If you have any questions about this don’t hesitate to get in touch.

Gift redemptions What am I getting each month?

Each month you will receive a beautiful bespoke presentation box, with three custom-designed glass bottles containing hand-selected gin. Our team of gin sommeliers create tasting notes each month which accompany each box, so you can understand and appreciate the aroma, taste and how to best drink each gin. You will also receive a beautiful tasting journal with their first delivery, so they can make notes and track your gin adventure.

Gift redemptions How do I know what gin I am getting?

Each box is designed to take you through your gin journey. On your account page, you will be able to see what gins will be coming up in your next delivery.

Gift redemptions I have questions!

No problems! You can reach out to us via the contact page, or if it's urgent please give us a call 9.30am - 4.30pm on (02) 7908 3834, and our dedicated customer service team will be more than happy to assist you.

My Subscription Dashboard I need to update my information - how do I do this?

No problems! You can log on to and update your contact details & delivery address. If you updated your address after receiving an order confirmation email, please let us know with your order number and new address, so we can ensure it gets to you.

My Subscription Dashboard My gift subscription has ended, but I want to continue my subscription - how do I do this?

Awesome! This is super easy - just head to your account at and you can renew your subscription there.

Make sure your payment + contact details are up to date. Remember, you’ll need to do this as soon as you get the last box of your gift subscription to make sure you receive the next one.

My subscription dashboard I’m going away - can I pause my subscription?

Absolutely - you can skip upcoming boxes by logging in to your account, or if you’d like to pause your subscription you can contact us.

my subscription dashboard I need to cancel my subscription - how do I do this?

We will be so sad to see you go! You can always pause your subscription, skip upcoming months or transfer your subscription to quarterly. To cancel your subscription, simply email support@ginloot.com - there are no fees or charges to cancel, and you can cancel anytime (but please check your billing date, as you need to cancel before your next box has been paid for).

Shipping When will I receive my box?

After you subscribe to Gin Loot, allow for 5-7 business days for your box to be shipped. After that expect the following boxes in your subscription to ship every 30 calendar days. Not soon enough, I know!

Shipping How much is shipping?

Free within Australia for subscriptions or gift subscriptions! Our products are shipped via Registered Post by Australia Post.

For full bottle and one-off tasting pack deliveries, we charge a flat $10 delivery free Australia wide, and free delivery over $150.

Shipping Can I track where my monthly box is?

Our trained hawk Rupert continually knows where your gin is. You will receive an email once your order is processed, and when your delivery is on its way (around 5-7 business days after that).

Feeling withdrawals? You can log back into your account and review your upcoming delivery details via the settings tab.

Shipping What shipping method do you use?

We ship mostly via Australia Post eParcel. This means we suggest a delivery address that will be monitored, if not the post office may receive your special gin delivery before you do.

Shipping Do I need to sign for my delivery?

All our deliveries are signature upon delivery. However, this is subject to the Covid Safe processes of our courier partners.

If you’d like to authorise to leave the package, please contact us with Authority to Leave and instructions. Gin Loot is not responsible for loss or damage of packages once left at the delivery address.

Shipping I need my order super quickly - do you offer express shipping?

Forgot a birthday? Father’s day slipped your mind? No worries, we get it. Express shipping is not allowed for any spirits, but if you need an order rushed please call us on (02) 7908 3834 or contact us before you place your order so we see how we can help! Additional shipping charges apply.

Shipping Do you ship overseas?

Unfortunately, not at this stage. But stay tuned for more news around this.

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