Customer Support
There are over 1,000 wines available on the Laithwaites Wine site. With numerous awards for customer service - we are the best place to buy wine online. Below are a few pointers to help get you started ... remember, if you're really stuck you can always call us on 0845 194 7720.
Most common questions
Where do you deliver to?You can arrange to have your wine delivered to any UK address (excluding the Channel Islands). Unfortunately we are not able to deliver to PO Boxes or to BFPO addresses.
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We will deliver your order within three working days, although delivery to the Scottish Highlands, some other areas of Scotland, Northern Ireland and offshore islands can take an extra few days.
(Please allow a few extra days for delivery to addresses with post codes AB, BT, DD8-11, HS, IM, IV1-23, IV25-27, IV30-32, IV36, IV40-56, KA27-28, KW1-3, KW5-17, PA20-49, PA60-PA78, PH19-26, PH30-44, PH49-50, TR21-25, ZE.)
It should also be noted that Bank Holidays can add a day or two to delivery times. We will send you an e-mail when your order has been despatched and you can check its progress online in Your Account.
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You can choose a specific date (Monday to Saturday) for your delivery during checkout. You can select a day up to three weeks in advance.
Delivery is charged at £8.99 for delivery on a week day, and £10.99 for delivery on a Saturday. This is per address, regardless of how many cases are being sent.
We can deliver on the next working day if you order before 2:00pm (or on Saturday if you order before 2:00pm on Friday).
This service is not available for introductory offers or wine plan cases. Unfortunately, we cannot offer this service for delivery to the Highlands, some other areas of Scotland, islands and Northern Ireland. The following post codes do not have the option of next day delivery: AB, BT, DD8-11, HS, IM, IV1-23, IV25-27, IV30-32, IV36, IV40-56, KA27-28, KW1-3, KW5-17, PA20-49, PA60-78, PH19-26, PH30-44, PH49-50, TR21-25, ZE.
Please include delivery instructions with a safe place your wine could be left if you are likely to be out when the order is delivered.
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When you choose your delivery address, we ask you to specify a safe place that the wines can be left, even if no-one is at home.
You can select one of the options from the drop down box or specify your own; places like garden sheds, unlocked garages, greenhouses and lean-tos for example. Alternatively you could request that your wines are left with a neighbour.
Your safe place should be easily accessible, sheltered from the elements and concealed from public view. Our carriers will leave a card to let you know where they have left your wine.
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In order to ensure that you receive the wine on your order as quickly as possible we despatch each case as and when it is ready. This means that orders for more than one case may be delivered separately. Please do not be alarmed if this happens, it should mean that the rest of the order is not far behind. You can check the progress of each case in the Order History area of Your Account when signed in to the site.
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If you have a voucher you can discount it from the total order value by entering the voucher code into the box at the payment screen and then clicking on 'redeem'. Your voucher code will be easy to find and will be on the voucher. If you're having any difficulty redeeming your voucher just give us a call on 0845 194 7720 or contact us and we'll be happy to help.
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Online: You can contact us with any query using our online form.
By telephone:
Order Line: 0845 194 7720
Web Support Team: 0845 194 7715
General Customer Support: 0845 194 7711
Phone Lines Open
Weekdays: 8:00am - 9:00pm
Weekends: 9:00am - 6:00pm
Bank Holidays: 9:00am - 6:00pm
By post:
Laithwaites Wine Customer Services
New Aquitaine House
Exeter Way
Theale
Reading
Berkshire
RG7 4PL
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With standard delivery in 3 working days, when will I receive my wine by?
Order by 6pm on: |
Your order will arrive by: |
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Wednesday |
Sunday |
Wednesday |
Monday |
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Friday |
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Monday |
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Bank holiday Monday |
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Delivery to the Scottish Highlands, some other areas of Scotland, Northern Ireland and offshore islands can take an extra few days. (Post codes AB, BT, DD8-11, HS, IM, IV1-23, IV25-27, IV30-32, IV36, IV40-56, KA27-28, KW1-3, KW5-17, PA20-49, PA60-PA78, PH19-26, PH30-44, PH49-50, TR21-25, ZE.)
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You can choose a specific week day evening (5pm to 9pm) for your delivery during checkout. You can select an evening up to three weeks in advance.
Delivery is charged at £8.99. This is per address, regardless of how many cases are being sent.
We can deliver the following week day evening if you order before 2:00 pm.
Unfortunately, we cannot offer this service for delivery to the Highlands, some other areas of Scotland, islands and Northern Ireland. The following post codes do not have the option of next day delivery: AB, BT, DD8-11, HS, IM, IV1-23, IV25-27, IV30-32, IV36, IV40-56, KA27-28, KW1-3, KW5-17, PA20-49, PA60-78, PH19-26, PH30-44, PH49-50, TR21-25, ZE.
Please include delivery instructions with a safe place your wine could be left if you are likely to be out when the order is delivered.
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Gifts and Vouchers
Can I personalise my order?Yes - you will be able to add a brief message to the outside of the case. If you are ordering wine as a gift and you have selected the case from our gift range, we will also put a card in the case and you can add a longer message to this.
Please check our Delivery Options and Promise section for information on the delivery of your gift order.
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If you can't decide what to buy the lucky recipient, we do offer gift vouchers. Vouchers purchased from our gift range can be used against any of our wines or offers and they come with a free gift card. They are easy for the recipient to redeem; all they need to do is quote the codes on the vouchers.
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If you have a voucher you can discount it from the total order value by entering the voucher code into the box at the payment screen and then clicking on 'redeem'. Your voucher code will be easy to find and will be on the voucher. If you're having any difficulty redeeming your voucher just give us a call on 0845 194 7720 or contact us and we'll be happy to help.
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If you have a voucher that entitles you to free wine you should NOT enter the voucher code into the voucher code box at payment. As long as you are signed into the site with your customer number (sign in/register) any free wine that you are entitled to should automatically add to your basket. To check this, please click on 'View basket' at the top of your screen and you should see the wines listed. If this does not happen or you are not sure if the wines have added please contact us with all of the details and we will ensure that your free wine is added to your order.
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We do accept Leisure Vouchers as payment for wine orders; however it is not possible to redeem these online. Please contact us and we will send you an order form with guidelines on how to redeem your Leisure Vouchers. We also accept Love2Play vouchers, similarly, these can't be redeemed on line and must be posted to us.
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Corporate Sales
Do I qualify for a corporate/trade account?If your company spends £5000 or more a year on wine and Champagne, either in one large order or several orders of a minimum value of £5000 a year, we can set up a corporate account and offer credit facilities - giving you:
- Consolidate invoicing
- Substantial discounts based on the volumes of wine required.
- Fast delivery to one address or to multiple addresses across the UK.
You can contact the team via email with any query or call us on 0845 194 7933.
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Absolutely. We can supply you with wine and Champagne on a credit account if you spend over £5000 a year. We have an extensive wine list, offering exclusive wines that you simply cannot find anywhere else.
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We supply wine and Champagne to over 200 companies in the UK. For companies spending £5000 or more over a year, we can provide a fully managed service which includes:
- High levels of discount
- A dedicated corporate team with one point of contact to manage the whole process
- Credit facilities available
- Special dedicated wine packs
- Image & copy provision where required.
- Promotion
- Motivation
- Staff Incentives
- Client Incentives
- Business Gifts
- Loyalty Programs
- Vouchers
- Employee benefits (Flex)
Sign in/Register
I've shopped here before, what do I do?If you have already shopped online with us, simply sign in using your e-mail address or Customer Number and the password you chose. If you have forgotten your password you can click on 'forgotten your password?' and we will e-mail a new one to you (you can change this at any time in Your Account). Should you no longer have access to the e-mail address that is registered on Your Account or have any problems signing in please call our friendly web support team on 0845 194 7715 or contact us.
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You will need to set up an account - it will only take a couple of minutes and you only need to do this once. Simply select "I'm a new customer", enter your e-mail address and then choose a password. If you are on your way to the Checkout you will need to enter your billing address details. You can then enter different delivery addresses if you wish.
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As well as thanking you for your order on screen, you can also view (or print) your order from the same place - look for the "View my order" button. In addition, we e-mail you (to the address specified) with confirmation of your order.
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Payment Options and security
Which cards do you accept?We accept any of the following credit or debit cards:
- Maestro (Switch)
- Visa
- MasterCard
- Diners
- Connect
- American Express
Credit notes cannot be automatically applied when placing your order online. If you place your order and then e-mail us with the details of the credit note using the contact us page we will happily apply the discount to your order.
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Our online secure system is certified by Verisign and you can enter your card details in complete confidence. Every page that contains any of your details will display the yellow padlock in the bottom right hand corner of your browser and the web address will begin https://. If you right click with your mouse button on any of the secure pages and select 'properties' you will be able to view our security certificate.
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We work with the major banks to ensure your card details are as secure as possible. As such, you may be prompted, when purchasing on our site, to provide some additional authentication that your bank will ask for. This appears after the payment page and depending on the card type you are using, may advertise one of the following logos:
If you have any queries about our Privacy Policy you can view it here.
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Wine Plans
What is a wine plan?Our Wine Plans are a great way to learn about wine and a hassle-free way to make your wine purchases. We will regularly reserve a case of wine for you (normally every quarter). The case will be a mix of our latest exciting discoveries and wines that are perfect for that time of year.
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The plans are very flexible and when we send details of the case that we've reserved for you, you can make changes to the case ... for example, if you don't like Australian Chardonnay and would prefer a Chilean Sauvignon Blanc contact us and we'll happily make the arrangements for you. If you're going away and don't want the case to arrive until you get back contact us and we'll make sure that the case is delivered at your convenience. The cases can be mixed, red only or white only. We have a team dedicated to our Wine Plan customers who can be reached on 0845 194 7740 or you can send us an e-mail using the contact us form. If you are happy with the case that we have reserved for you it will be delivered to your door and charged automatically.
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We have a variety of Wine Plans to suit all tastes.
Our 4 Seasons will reserve a case of wine priced at £79.99 (plus p&p) and will be an eclectic mix of wines from all over the world. We also have plans that cater to more specialist tastes including Australia and Spain.
The first case that you take on any of our Wine Plans will be offered at a fantastic price, just click on the Plan that interests you to see for yourself. Click here to see the list of current Wine Plans.
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Order Queries
What do I do if I make a mistake?If you make a mistake when placing your order we recommend that you call us as soon as possible on 0845 194 7720 (we are open between 8am and 9pm Monday to Friday and 8am to 8pm at the weekend).
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We will send you an e-mail when the order has been despatched.You can check the progress of your order online if you sign in and go to Your Account, where our online tracking facility will tell you where your wine is. The order should be with you within three working days (allowing an extra few days for the Scottish Highlands, some other areas of Scotland, Northern Ireland and off-shore islands), but please remember that Bank Holidays and Christmas can add a few days.
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In order to ensure that you receive the wine on your order as quickly as possible we despatch each case as and when it is ready. This means that orders for more than one case may be delivered separately. Please do not be alarmed if this happens, it should mean that the rest of the order is not far behind. You can check the progress of each case in the Order History area of Your Account when signed in to the site.
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Wine Advice
How do I search for wine online?You can easily search our online cellars by entering in your search term directly into the Search box or selecting one of the options on the left hand side of the screen. The number of wines in each section is then indicated in brackets, to help you narrow down your search. You can even use our food match option to select the perfect companion to the food you wish to serve. If you know the code for the wine you're searching for, you can enter this in the Search box (without any gaps).
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If you're having trouble choosing you might find our recommendations useful. Our latest offers and mixed cases can be seen on our homepage or you can see what our customers love by checking out the customer favourites. If you're after a real bargain you could try looking at our web deals or bin end offers. If you are new to Laithwaites Wine you may like to consider a wine plan.
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If you still can't decide, or you want some expert guidance, we have a team of wine advisers who like nothing more than talking to our customers about wine. You can give us a call on 0845 194 7915 and one of our enthusiastic experts will happily make a personal recommendation based on your own tastes. Alternatively you could send us an e-mail using the contact us form and one of our qualified wine advisers will contact you.
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If you've ordered from us before we'll recommend some wines for you every time you sign in to your online account. Our recommendations will be based on the wines that you've enjoyed in the past. You will be able to log your favourites and write your own reviews in your account so you need never forget the name of your discoveries or why you loved them.
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If you've seen something in one of our catalogues you can enter the sales code (without any spaces e.g. C3967700) into the Quick order box on the homepage. If you know the codes for all of the cases in your order , simply click on Quick Order (at the top of the screen) and your basket will be full in no time at all!
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Shopping with us
The Laithwaites Wine GuaranteeAs we're so confident about all of our wines we are happy to replace any wines that you don't enjoy, or offer a refund where appropriate. If you don't enjoy any of the wines or you suspect that they may be affected by a quality issue please contact us. One of our friendly wine advisers will be more than happy to discuss the wines and resolve the matter to your full satisfaction.
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Should you need to return any wine to us you should contact us to arrange a collection. We usually collect within four working days of the collection being requested. If you need to be refunded for the case we will ensure that this happens when the collection is arranged. If you have any queries about a refund please contact us.
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Delivery options and Promise
Where do you deliver to?You can arrange to have your wine delivered to any UK address (excluding the Channel Islands). Unfortunately we are not able to deliver to PO Boxes or to BFPO addresses.
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Our delivery charge is £6.99 per address, regardless of how many cases are being sent.
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We will deliver your order within three working days, although delivery to the Scottish islands, some other areas of Scotland, Northern Ireland and offshore islands can take an extra few days.
(Please allow a few extra days for delivery to addresses with post codes AB, BT, DD8-11, HS, IM, IV1-23, IV25-27, IV30-32, IV36, IV40-56, KA27-28, KW1-3, KW5-17, PA20-49, PA60-PA78, PH19-26, PH30-44, PH49-50, TR21-25, ZE.)
It should also be noted that Bank Holidays can add a day or two to delivery times. We will send you an e-mail when your order has been despatched and you can check its progress online in Your Account.
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You can choose a specific date (Monday to Saturday) for your delivery during checkout. You can select a day up to three weeks in advance.
Back to top
Delivery is charged at £8.99 for delivery on a week day, and £10.99 for delivery on a Saturday. This is per address, regardless of how many cases are being sent.
We can deliver on the next working day if you order before 2:00pm (or on Saturday if you order before 2:00pm on Friday).
This service is not available for introductory offers or wine plan cases. Unfortunately, we cannot offer this service for delivery to the Highlands, some other areas of Scotland, islands and Northern Ireland. The following post codes do not have the option of next day delivery: AB, BT, DD8-11, HS, IM, IV1-23, IV25-27, IV30-32, IV36, IV40-56, KA27-28, KW1-3, KW5-17, PA20-49, PA60-78, PH19-26, PH30-44, PH49-50, TR21-25, ZE.
Please include delivery instructions with a safe place your wine could be left if you are likely to be out when the order is delivered.
Where will you leave my order?When you choose your delivery address, we ask you to specify a safe place that the wines can be left, even if no-one is at home.
You can select one of the options from the drop down box or specify your own; places like garden sheds, unlocked garages, greenhouses and lean-tos for example. Alternatively you could request that your wines are left with a neighbour.
Your safe place should be easily accessible, sheltered from the elements and concealed from public view. Our carriers will leave a card to let you know where they have left your wine.
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If you have no safe place for the wine to be left you can select the option 'No Safe Place - Signature Required'. Selecting this option can mean that the delivery will take longer - especially if there is a good chance that no-one will be at home when our carrier tries to deliver (our standard delivery is Monday to Friday 8am to 6pm, with Saturday delivery available if you choose a delivery date). Our carriers will leave a card if they do not find anyone at home. You will be able to call the number on the card and our carriers will tell you when they will try again. Unfortunately, you will not be able to collect the case from the carrier's depot.
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You can delay your delivery by selecting 'Delayed Delivery' during checkout and specifying the Monday you would prefer your wines to be despatched. Your wine will be despatched on the Monday you select, for delivery between Monday and Friday of that week. (Delivery to the Scottish islands, some other areas of Scotland, Northern Ireland and offshore islands can take an extra few days.) You can select a week up to twelve weeks in advance.
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If you have placed an order and you have not received it within three working days please consult order queries section or alternatively contact us and we will seek to rectify the situation as soon as possible.
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Membership Options
What is Premiere membership?Every Premiere Member receives two free bottles with every 12 (or more) bottles that are ordered. These wines (one red and one white) are specially selected each month by our wine buyers and they will be worth at least £11 each time. It's a great way for you to try wines that you otherwise wouldn't have ordered.
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The annual Membership fee for the Premiere service is £19.95.
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Your Account
How do I access my account?Simply click on "Your Account" in the main horizontal navigation menu or "sign-in" at the top of the screen. You will be prompted to log in using your e-mail address (or Customer Number) and the password you chose when you set up your online account.
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Once we know who you are, we can tailor your view of our homepage to tell you about some offers we personally recommend for you. We can also then present you with your Order history details, any wines you have marked as favourites, wines you may have reviewed and Your Account information.
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You can only add a wine to your favourites when you are signed in. All you need to do is find the wine on the site and next to our description of the wine you should click on the icon which says 'Add to Favourites'. From the 'Your Account' section, you can click on Your Favourites at any time and see the list you have compiled. If you wish to remove a wine from your favourites simply view your favourites list and click on the dustbin icon underneath the relevant wine to delete it.
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We encourage you to review the wines you have sampled but you will need to be signed in. Simply find the wine you wish to comment on and click on the icon next to our description of the wine labelled 'Write Review'. You have 500 characters to express your opinion and you just need to click on submit. You may choose if you wish for your review to be kept private or if selected, published online for other customers to view.
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