Questions we get asked at the gate

Book ahead for everything except the Crawford Street fountain walk, which runs on open scheduling and takes walk-ups when there is room. The tasting bench seats three and the bottling floor takes five, so those in particular go weeks out.

The private showcase and the vault hour are sold as buyouts, so the room is yours by default. For anything else, email us with the date and group size and we will tell you whether the session can be closed.

Not on a per-head basis. The buyout experiences are already flat-rate, which is effectively a group discount once you get past four or five people.

Yes. Book it in your own name and tell us who it is for, and we will issue the confirmation to them instead. Gift bookings are transferable to another person or date at no charge and stay valid for twelve months.

Check the spam folder first — that is nearly always where it is. If it genuinely has not arrived within an hour, contact us with the name you booked under and we will resend it.

Five to fifteen minutes depending on the experience, and each page says which. Two of them — the tasting lab and the axe session — genuinely cannot admit you late, because one locks the door at the first pour and the other runs a mandatory safety briefing.

Call the number on your confirmation rather than just arriving. For most experiences we can slot you in; for the two above we cannot, and the fee stands.

There is street parking near the studio and a paid lot two minutes away. The plant has its own visitor spaces for the bottling line day pass. Parking is not included in any price.

It varies a lot. The fountain walk and the archive suit any age; the tasting sessions want twelve and up; the axe lane is sixteen and over with no exceptions. Every experience page states its own minimum.

Tell us at booking rather than on the day. The blending bench has citrus and nut-derived extracts on it, and the tasting flights are high in sugar and caffeine — both can be adjusted with notice.

The tasting journey, the vault hour and the fountain walk are step-free throughout. The bottling line is step-free apart from the mezzanine viewing point. The Secret Lab axe lane is basement level with stairs only and no lift.

Usually, and we would rather know in advance than improvise. The fire festival is the hardest one — sustained live drumming and low light — and we will be honest with you about whether it is going to work.

In full at the time of booking. A few experiences can be held with a deposit if you contact us directly, but the default is payment up front.

Each experience carries its own window, shown on its page before you pay and repeated in your confirmation. The Cancellation Policy explains the approach across the catalogue.

Free of charge outside the cancellation window, subject to space. Inside the window we will still try, and usually manage it once.

Yes, at any notice and at no charge. Just tell us the name so the host has the right list — and for the axe session, so the waiver is in the right name.