Frequently Asked Questions
Can I be confident of your service?
We contract the third party review site Trusted Shops to collect independent feedback on our service. We are proud of the reviews, which speak for themselves.
How long does delivery take?
Most orders are delivered in 2-3 working days, depending on location. Please contact us if you would like a more accurate delivery estimate, which will depend on the time of order, day of the week, size of order and location. We routinely monitor our delivery performance, and currently achieve delivery within two working days for 64% of orders and 93% within three working days. These figures are slightly pessimistic as they include those deliveries where the customer has requested a delay for reasons of convenience.
Vintage and stock changes
We constantly maintain the web site to keep product information up to date, but on rare occasions, a wine may go out of stock or change vintage before the web site can be updated. We reserve the right to provide an alternative vintage to that ordered, but will usually contact you beforehand to alert you to the change. Where the wine is completely out of stock we will contact you to advise you of the anticipated delivery date, or to suggest an alternative product.
Do I need to sign for my delivery?
We prefer that all deliveries are signed for to ensure that the wine has been delivered safely. We advise you beforehand of the date of delivery, and if it's possible that nobody will be in to sign for the wine, we would ask if you can suggest an alternative delivery day or another address such as that of a neighbour or place of work. At your risk, we can instruct the couriers to leave the wine in a secure location, but we cannot accept responsibility for any loss that may occur as a result. We realise that it's in everyone's interests that deliveries are as efficient as possible so we will work with you to achieve that as far as we are able.
What if I find 'corked' bottles?
If your wine has suffered a production fault, such as cork taint, please notify us and you will receive a full refund. You must retain the faulty bottle, as we may require you to return it so that it can be sent to the producer for analysis.
What if my bottles have been short delivered or broken in transit?
We take great care to ensure that your order is correct and well packaged, but in the event of a problem please either email us or call us on 01235 364536. We will do our best to resolve the issue as quickly as possible.
Will my wine be re-packaged?
For most orders we will repack your wine in environmentally friendly reinforced packaging made from cardboard pulp - which protects it from accidental damage. In some instances, particularly with larger orders, we will use a specialist carrier who will deliver the wine in its original packaging.
I want to place a larger order. Can I speak to someone for personal advice or to make special arrangements?
Please either email us or phone 01235 364536 and we will try to help.
Can I cancel my order?
You may cancel your order up to 7 days from your receipt of delivery. In this case, please see Our Service section of the website for full details.
How will I receive confirmation of my order?
If you have provided an email address, you will receive a confirmation of order message when your order has been placed, including details of your order.
I would like a VAT invoice
Please contact us and we will be happy to issue a full VAT invoice for your purchase if you require one.
I would like to make a complaint
Please either send us an email at firstname.lastname@example.org or phone 01235 364536. You will be able to speak to someone who can help, or leave a message with your name, details of the problem and a reply phone number and/or email address. We will contact you as soon as possible to resolve the issue.