Contact information

Contact Policy

Last Updated: [12.12.25]

We are committed to providing clear, timely, and helpful support to all customers, partners, and visitors. This Contact Policy outlines how you can reach us, how we handle enquiries, and what you can expect from our team.

1. How to Contact Us

You can reach our customer support team through the following channels:

  • Email: letstalk@tastetalu.com
  • Phone: Provided Upon Contact Via Email Where Necessary
  • Postal Address: Provided Upon Contact Via Email Where Necessary
  • Website Contact Form: Available on our “Contact” page
  • Social Media: Messages received through our official profiles are monitored but may not receive official support responses

2. Response Times

We aim to respond to all enquiries within:

  • 1–2 business days for email and contact form submissions
  • During listed business hours for phone calls (voicemails will be returned within 1–2 business days)

Please note that response times may be longer during weekends, UK bank holidays, product launches, or peak seasonal periods.

3. Support Hours

Our general support hours are:

Monday–Friday: 09:00 – 17:00
Weekends & Holidays: Closed (monitored)

Messages or enquiries submitted outside these hours will be addressed the next business day.

4. Order, Shipping & Product Enquiries

If your enquiry relates to:

  • An order
  • Shipping status
  • Returns or refunds
  • Product details
  • Wholesale or B2B opportunities

…please include your order number, full name, and contact details where applicable. This helps us resolve your request more quickly.

5. Age Verification & Sensitive Information

We may require proof of age for alcohol-related enquiries, especially for matters involving:

  • Order issues
  • Failed deliveries
  • Product concerns

We will never ask for unnecessary personal information and will process all data in accordance with our Privacy Policy.

6. Behaviour & Communication

Our team is committed to respectful, professional communication.
We ask that customers and contacts do the same.

We reserve the right to limit communication or decline assistance if interactions become:

  • Abusive
  • Threatening
  • Harassing
  • Offensive

We prioritise a safe and respectful environment for both customers and staff.

7. Escalations

If you believe your enquiry has not been handled adequately, you may request escalation to a senior team member. We will review and respond as quickly as possible.

8. Updates to This Policy

We may update this Contact Policy occasionally to reflect operational changes or legal requirements. The updated policy will always be available on our website.