Frequently Asked Questions
ORDERING
Do you have a minimum order?
No, you can order as little as 1 bottle! There will be a delivery charge for orders under £120 (more info in Delivery section below)
When will my order be confirmed and my card charged?
You will first receive an automatic order acknowledgement email. When we have finished processing your order, we send you a second email. Your card will only be charged when your order is confirmed.
DELIVERY
What is the delivery charge?
Delivery to most UK postcodes is free when you spend over £120. Orders by 12pm are usually delivered the next working day, but that is the couriers responsibility. We will confirm to you by email your delivery date once your order is processed. We only deliver to the mainland UK and the Isle of Wight.
Can I collect my order from you?
Yes you can. If you would like to do so please call or email us. Collections are available when our shop is open.
What is the cut-off time to get my wine delivered tomorrow?
All orders received Monday to Friday by 12pm will usually be delivered the following day but we sadly cannot guarantee this.
Do you offer same day delivery?
Sadly no, unless you are within a 5 mile radius of BA11 2FE, or have arranged for you to come and collect.
Can I find out at what time my order will be delivered?
We will provide you with a tracking number, if available, so you can monitor the delivery of your order.
What if I am not at home, can you leave my delivery somewhere safe?
Yes but at your own risk. Please leave instructions of where we can leave your wines in the order notes’ section. Alternatively, we can rearrange delivery for a fee. The delivery driver may need to verify the age of the person accepting the order, so if they are lucky enough to look under 25 they will be asked for ID.
Will my wine arrive in its original packaging?
If you order an unmixed case, it should come in its original box. For mixed cases, the wines will be delivered in spare cases, as we reuse as much packaging as possible to keep our carbon footprint low.
My order has not arrived. What should I do?
Please contact us as soon as possible and we will find out where your order is.
You tried to deliver but I was out. How do I rearrange delivery?
The courier will leave a card for you to rearrange the delivery.
My order arrived damaged. What do I do?
If any bottles arrive damaged, please either refuse the delivery or note the damage with the driver before signing for delivery. Contact us immediately so we can arrange a refund for you or resend the order.
Wine was missing from my order or the wrong wine was delivered. What can I do?
Please highlight the problem to the driver before signing for delivery. Contact us immediately so we can arrange a refund for the missing bottles or resend the correct wine.
The wine label or bottle shape doesn’t look like the one that is on your website.
From time to time producers change their packaging. We will always endeavour to have the new packaging on our website but sometimes we do not get advised of those changes.
RETURNS & CORKED WINE
My wine is faulty or I no longer need it, what shall I do?
Please contact our Customer Service team so we can discuss it.
Do you offer sale or returns?
We do not offer sale or returns.
BROKING WINES
Do you offer returns/refunds?
You accept that these wines may be subject to normal wear and tear associated with the nature of these wines. As such the wine we sell to you will be of condition to be expected in view of its age and provenance and we will not be responsible for minor defects or imperfections or any condition resulting from nature or age of the wine. We cannot warrant provenance any information given to us by third party suppliers.
