Quick Dispatch: Order before 1pm and we'll send your AWKN out the same working day! Please note we don't ship on weekends or UK bank holidays.

Delivery Times: Typically 2-4 working days within the UK, but this can vary depending on your location and the carrier. These are estimates only and not legally binding guarantees. We maintain extremely high accuracy for shipping and very fast processing times, however unexpected occurrences may happen once orders leave our facilities and are handed over to the shipping carrier, which we have little control over. Not meeting subjective expected shipping timeframes does not qualify for a refund.

What Happens if My Package Gets Lost or Delayed?

During Transit: We're not responsible for carrier delays (strikes, operational issues, etc.), but if your package is genuinely lost or unreasonably delayed, we'll work with the carrier to sort it out.

After "Delivered" Status: Once the tracking shows "delivered," we are not liable for refunds or replacements. We can help investigate to our best capabilities within 5 business days after the shipment status is set to "delivered." Outside of this timeframe makes it very difficult for us to raise a claim or request investigation with the shipping carrier. If you think your package has gone missing:

• Check with family, neighbors, or building management
• Contact the shipping carrier directly to file a claim
• Report theft to local authorities if necessary

Important: Get Your Address Right!

Double-check your shipping details before ordering. If your package can't be delivered due to an incorrect, incomplete, or undeliverable address, absent recipient, or failure to provide clear delivery notes for successful delivery:

• If it comes back to us: We reserve the right to refuse refund or replacement of the failed delivered order
• If it doesn't come back: Unfortunately, we can't offer a refund

Need to Change Your Shipping Details?

Need to update your shipping information after placing an order? Email us at orders@theawkn.com within 10 minutes of ordering and we'll try our best to make the change.

Important: We can't guarantee we'll be able to make edits, as orders are processed as soon as they hit our system. The sooner you contact us, the better your chances!

Returns & Refunds

Our 14-Day Money-Back Promise

We're confident you'll love AWKN, but if you're not completely satisfied, return your unused product within 14 days of receipt for a full refund.

How to Return:

1. Email our Customer Success Team at orders@theawkn.com
2. Request our Refund Request Form
3. Fill it out and send it back to us
4. We'll tell you exactly where to ship your return
5. You pay return shipping (must be trackable)
6. Send us the tracking number immediately
7. Once we receive it, we'll process your refund quickly

Important Return Details:

• First purchase only: This guarantee applies to your first full-price purchase only
• One per customer: You can only use this guarantee once
• No sale items: Discounted products and items bought with discount codes aren't eligible
• No subscriptions: Subscription orders aren't covered
• Original packaging required: Products must be in original packaging
• Free items stay free: Any complimentary samples, cups, or merch can't be returned
• We cover product cost only: We can't refund your original shipping costs
• Past 14 days = no refund: After 14 days, we can't help with returns

Definitions

Subscription Orders: Orders made under our subscription program of automated order placement every 2 weeks or 4 weeks that customers voluntarily choose to sign up for at checkout. Subscription orders are contracted with a discount to encourage customers to build an easier relationship with AWKN and form a more healthy relationship with alcohol. A minimum of two orders is obligated for customers who sign up to the subscription and receive the contracted discount for their subscription order.
Learn more about our subscription policy here.

Discounts: Any sort of discount that is applied to an order a customer places. This accounts for both shipping discounts and discounts on the product.

Investigation and Evidence Requirements

We reserve the right to request further evidence to better resolve issues with customers. This could include screenshots, photos, videos, or documents that we require to better assist customers and resolve potential issues. Refusal to provide evidence or refusal to cooperate in the investigation can lead to refusal of refund or replacement.

What if I Received the Wrong Item or It's Defective?

We're really sorry if this happens! Contact us at orders@theawkn.com within 5 days of receiving your order, and we'll send you a replacement at no cost. Note: Damaged outer packaging during shipping doesn't count as defective.

Change of Mind?

Once you've ordered and we've shipped it, we can't cancel or refund change-of-mind purchases. Make sure you really want that AWKN before clicking buy!

International Orders & Customs

If you're ordering from outside the UK, any customs duties or taxes are your responsibility. If you don't pay them and we get stuck with the bill, we'll deduct that amount from any refunds.

Customer Conduct Policy

When speaking to our customer support staff or any staff assisting you with your order and inquiries, we request you remain respectful. Any abusive behavior toward our staff and team will result in complete refusal of any refund, replacement, or any kind of claim made by the customer. We reserve the right to evaluate and make judgments about what constitutes abuse and harassment. All communication and engagement will cease as soon as we recognize that our team is being abused and is exposed to harm, and we reserve the right to press charges if necessary.

Fraud and Policy Abuse

If we notice fraud, intentional tampering of evidence, or any abuse of our trust and policy, we reserve the right to refuse refund, replacement, or any kind of claim.

Need Help?

Questions about your order? Email our friendly Customer Success Team at orders@theawkn.com - we're here to help!

Last updated: 17 July, 2025

Note: We reserve the right to refuse returns if we believe our policy is being abused, and some exclusions may not apply where prohibited by law.