FAQ’s


 
 

+ How does it work?

It couldn’t be easier. You simply pick the cocktails you want and choose how many packs of each cocktail you’d like.

Our range of four Signature cocktails can all be ordered online in three different case sizes; 2 packs (10 serves), 4 packs (20 serves) or 6 packs(30 serves).

We accept orders up to 2 working days before delivery. Orders must be submitted by midday. Standard delivery is free, and must be received by a person over 18 years old.

Order on Monday for delivery on Wednesday

Order on Tuesday for delivery on Thursday

Order on Wednesday for delivery on Friday

Order on Thursday for delivery on Saturday

At the moment we don’t deliver on Sundays or Mondays

Any orders received Friday, Saturday or Sunday will be dispatched Tuesday for delivery Wednesday.

We also cater for larger parties, contact us at info@pontooncocktails.com for details.

+ Age restrictions?

Pontoon Cocktails is a trading name for Twenty First Amendment Ltd (Co Number 08774396)

You must be over 18 years old to purchase alcohol from Twenty First Amendment Ltd. By purchasing one of our products you are confirming you are over the age of 18. It is an offence to purchase or attempt to purchase alcohol if you are under the age of 18 (Section 149, Licensing Act 2003). We encourage all our customers to drink responsibly.

You will need to be in to accept delivery. All deliveries must be received by a person over the age of 18 and proof of age may be required.

+ Where do you deliver?

Almost everywhere in mainland UK. At the moment we don’t deliver to Northern Ireland, or the Highlands and Islands as unfortunately our couriers don’t offer an expedited delivery service for these areas and, with fresh drinks needing to be kept chilled, it’s simply not possible at the moment.

+ How is it delivered?

Your online purchase is delivered chilled directly to your home, office or designated address in our specially designed, insulated boxes. We want you to receive our products in the freshest possible condition.

When your order is completed you will be sent a confirmation with the delivery date and a link to our delivery Terms and Conditions. (Can we link?) Please read these thoroughly.

Orders will be delivered to your address as stated at check-out when you make your purchase.

All deliveries will need to be signed for.

Deliveries are made between 08.00 and 13.00.

It is your responsibility to make suitable arrangements for the receipt of the delivery and provide appropriate instructions. If you request delivery to a work address you are responsible for informing us of a delivery point that is acceptable to your employer and for providing an alternative contact person who will be available in your absence.

It is not possible to specify an exact delivery time within these time slots. Although we endeavour to complete all deliveries within the designated time slots, we do not guarantee the delivery time or compensate the customer for deliveries outside of these time slots.

If you have specific delivery instructions these should be included with your order and we will endeavour to undertake them.

It is not acceptable to provide a telephone number for delivery, as it will not always be possible for the delivery person to call a telephone.

Changes to your delivery address or date must be notified to us by email no less than 2 full working days before your delivery date. We are not obliged to accommodate late changes to your delivery address or date. Once goods have been dispatched it is not possible to change the delivery address.

If we are unable to deliver to the address that you have given to us for any reason, you will be informed either by our courier or directly by Pontoon. If we cannot deliver to you through no fault of our own we reserve the right to charge you for that delivery in any event.

Orders will be delivered chilled and must be refrigerated straight away. Products should not be left unrefrigerated in the box. All orders must be checked on receipt and any errors or omissions must be reported by email to Pontoon info@pontooncocktails.com within 3 hours of receipt of order. Any issues reported after the time period will not be accepted and no action will be taken to amend the delivery contents.

We do not accept liability for any damaged or spoiled products left unrefrigerated after the order has be signed for.

If you wish to purchase multiple products with different delivery dates or locations, these orders must be placed and paid for individually.

+ How much is delivery?

Standard delivery is free. Expedited delivery is an additional £15.00

Standard Delivery Day 1 for Day 3. Order by 18.00 Day 1. Collected by 16.00 Day 2. Delivered by 13.00 Day 3.

Early Bird Delivery Day 1 for Day 3. Order by 17.00 Day 1. Collected by 16.00 Day 2. Delivered by 09.00 Day 3.

+ How long will it take?

Online and telephone orders can be placed up to 2 working days before delivery. We do not do next day delivery at the moment. Please note we don’t deliver on Sundays or Mondays.

+ Can I order over the phone?

No, not at this time. Orders and payments must be made through the website. If you do get stuck please give us a call on 0203 179 0200 (Monday-Fridays 09.00 – 18.00) and we’ll see if we can help.

+ What do I do with my order when I receive it?

Your order will be delivered in a heavily insulated box packed with gel packs and will be delivered < 5°. Please put it straight into the fridge. Cocktails will need to be stored <5° data-preserve-html-node="true" and consumed within 5 days of delivery.

+ Will I need to be in to receive a delivery?

Yes you will need to be in to accept delivery. All deliveries must be received by a person over the age of 18 and proof of age may be required.

+ Can I place an order for UK delivery from overseas?

You can, although our system is always confused by foreign postcodes. The trick is, when registering your address, enter as normal but use the delivery address postcode rather than your own. (The billing address is just for our records, so won’t affect the order.) Then, for the delivery address, enter the full UK address as normal (with the same postcode again), along with the recipient’s name and contact number. Be sure to include your email address and phone number in case we need to contact you about your order.

+ How do I change my delivery date or address?

Just give us a call on 0203 179 0200. We’ll need at least 2 working days notice.

+ Can I edit my order?

Just give us a call on 0203 179 0200. We’ll need at least 2 working days notice.

+ Can I buy these cocktails as a gift?

These make great presents! Please make sure that the recipient is over 18 and check they have room in their fridge and will be home when the delivery arrives.

+ Payment

All prices are shown inclusive of VAT.

Our products use seasonal ingredients and as such we reserve the right to make price changes at any time. We aim for these to be as infrequent as possible. We also reserve the right to apply promotions to our products at any time. All orders placed prior to the introduction of a promotion will not be included within the promotion.

Only one debit/credit card can be accepted per booking. There are circumstances where we may refuse to accept an order. If the product is not available we will not accept an order. If there has been an error in pricing a product or group of products we will not accept an order. If we are not able to obtain card authorisation an order will not be accepted. If the customer does not meet the criteria outlined in the terms and conditions we will not accept an order. If the delivery address selected incurs additional delivery charges you will be informed of this by email and given the option to pay the associated charges or cancel the order.

Confirmations of an order will be sent by email.

Pontoon will take all reasonable care to keep the details of your payment secure, however, unless we have been negligent, we will not be liable for any losses you may suffer as a result of unauthorised access from a third party when making a booking on our website. Please see Privacy Policy (can we link?) for details of the payment portal used to accept payments.

+ Billing information.

You agree to provide current, complete and accurate purchase and account information for all purchases made. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).

+ When will payment be taken for an online order?

Payment is taken at check-out.

+ How do I cancel my order?

It is not possible for us to offer refunds for cancellations made less than 2 full working days before the delivery date.

Any changes to your order or delivery details must also be requested no less than 2 full working days before the day of delivery, by email.

+ Can I get a refund?

Refunds will only be offered on goods that are not delivered in line with our terms and conditions as outlined. You are responsible for inspecting your package as soon as it is delivered. If there are any faults, you must inform us by email using the contact details on our website. If you do not let us know by email within 3 hours of delivery, we reserve the right not to refund or replace your purchase. Due to the perishable nature of our drinks there is no right to cancel and request a refund under the Consumer Contracts Regulations 2013.

+ Can I make a return?

For logistical reasons Pontoon does not accept returns unless exceptional circumstances apply. In the event of exceptional circumstances, we ask that you are responsible for return shipping costs.

+ I need some more help

We pride ourselves on providing excellent service. If you have an issue with our service please let us know and we will do our best to put it right. We are on hand Monday to Friday to listen to feedback, concerns or questions. Call us on 0203 179 0200. Email us at info@pontooncocktails.com or write to us at Pontoon Cocktails, Units 1&2 Falcon Business Centre, 14 Wandle Way, Mitcham, CR4 4FG.

+ Products.

Pontoon products are made from raw ingredients. Separation is natural and products require shaking before opening. All products require refrigeration (< 5°) and must be consumed with 5 days of delivery.

The flavour, colour and texture of ingredients used in Pontoon products can vary according to country of origin, seasonality and variety. Therefore, the appearance of Pontoon products may vary and may not always be in line with the imagery contained in the website. Pontoon reserves the right to change the ingredients in the products produced in line with seasonality and availability of ingredients.

+ How do I prepare each cocktail?

Couldn’t be easier!

How to make an Absolut Passion fruit Martini (AKA Pornstar Martini)

Measure out 100ml of Pontoon cocktail. Shake hard with cubed ice and strain into a cocktail glass. Garnish with half a freshly cut passion fruit floated in the drink and a shot of chilled prosecco served on the side. Don’t be put off if you don’t have a cocktail shaker – the Pornstar can be served on the rocks topped with a splash of chilled prosecco.

How to make a Havana Club Mojito Measure out 100ml of Pontoon cocktail. Pour over muddled fresh mint, lots of cubed ice and top with a splash of chilled soda water. Stir and garnish generously with fresh mint sprigs.

How to make a Beefeater Gin Elderflower Collins. Measure out 100ml of Pontoon cocktail. Pour over lots of cubed ice and top with a splash of chilled soda water. Stir and garnish generously with freshly cut cucumber.

How to make an Absolut Cosmopolitan. Measure out 100ml of Pontoon cocktail. Shake hard with cubed ice and strain into a cocktail glass. Garnish with a freshly cut orange zest – twisted to express aromatic oils across the surface of the drink. Don’t be put off if you don’t have a cocktail shaker – the Cosmo can be served on the rocks garnished with a freshly cut orange wedge.

+ Where are my cocktails made?

Pontoon is made by hand in a state-of-the-art cocktail factory – the only one of its kind anywhere in the world. Our food safety standards are second to none – and accredited by BRC.

+ Do you have a sourcing policy?

We do indeed – it’s very important here. We buy ingredients like a good chef, taking into account freshness, price, sustainability and food miles.

If you have any specific questions about sourcing, drop us an email at info@pontooncocktails.com.

+ What if I have dietary requirements?

If you have sensitive dietary restrictions, we recommend that you closely read the menu description as well as the ingredients of each cocktail before ordering. All Pontoon Signature cocktails are allergen free. All Signature cocktails are suitable for vegetarians. At the moment none of the Signature cocktails are certified as Vegan.

+ How do you minimise contamination when handling allergens?

We use very few allergens in our facility and conduct strict safety protocols to prevent any contamination. Pontoon is also a nut-controlled site.

+ What do I do with the packaging?

Cardboard – please recycle Liner - recyclable plastic Insulation – sheep’s wool – biodegradable and compostable Packs and lids – recyclable plastic*

  • At the moment about 30% of the UK councils will recycle laminated plastic. Please check with your council.

Pontoon is proudly a zero to landfill site - we carefully mange all waste; glass is crushed and colour sorted for use in glass production and food waste is turned into biofuel. We are managing these waste streams as carefully as possible on your behalf. If you had to order five products for just one drink that all come into your home in different, and often bulky, packaging, they will need to spend time and money disposing of all of it. Pontoon is taking that away by supplying a single, lightweight, recyclable pack. We reduce your waste by 75%.