ORDERS
How do I track my order?
We will send you an e-mail once your order has been despatched, you can track it by following the link supplied in the email or you can check your order online, by logging in to your account and clicking on order history.
My Order History
If you have an online account, you can view your order history.
Where is the rest of my order?
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.
I've received the wrong wines
If your wines differ to the ones you originally ordered, we may have needed to change a few bottles to avoid delaying your order. On some occasions we may need to substitute your wines with a wine that is of equal or greater value (at no extra cost to you!)
My case has arrived damaged
Your wine should always arrive with you in perfect condition, but if any item has been damaged along the way please let us know and we will put this right for you.
I haven't received my wine/order – where is it?
If your order hasn't arrived within the requested timeframe, please contact us as soon as possible and we will fully investigate.
My case has gone missing/hasn't arrived
If your order hasn't arrived within the requested timeframe, please contact us as soon as possible and we will fully investigate.
How long does it take to process my order?
Orders placed
online can take up to 30 minutes to appear on your account. They are sent to
our warehouse within an hour, providing all checks have been passed.
Next-day orders are dispatched the same evening (if the order was placed before 4PM). Standard orders are dispatched the next working day.
How do I change or cancel an order?
How do I cancel an order?
If you need to cancel your order you will need to call our Customer Services team on 03330 148 168 and we will do our best to stop your order from arriving. If this is not possible, we will arrange a collection.
How do I change or amend my order details?
If your order hasn't left our warehouse yet we may be able to change delivery address details, remove items from your order or cancel it completely. Please contact our Customer Services team on 03330 148 168 for further advice.
Problems online
Should you encounter a problem when ordering online, please give our Customer Services team a call on 03330 148 168. Our team may ask you for any error messages received or details of your browser to help resolve the issue for you.
What is your 100% Guarantee?
What is your 100% guarantee?
We confidently guarantee every bottle we sell: if a wine fails to satisfy, for whatever reason, we'll arrange to collect it and refund you or replace the wine. We understand it can be tricky to order wine just by a description; which is why we have our 100% guarantee. If you aren't happy with a bottle don't pay for it, just contact us to let us know.
En Primeur
Due to the unique nature of en primeur sales our 100% guarantee applies only to an en primeur wine where it is corked, damaged or faulty.
What do I do if I don't like a wine?
We are always keen to hear from you, especially if you've tried a wine that is simply not to your taste, is faulty or for any other reason, just contact us to let us know.
How do I return wine I don't like?
Returning your wine is as easy as ordering. All we'll need is your account details and where you would like us to collect it from. Contact us to find out more.
Our collections take place within 48 working hours of booking, if any collections fail, please contact us and we will be happy to rearrange for a more suitable day.
Gift Orders & Redeeming Vouchers
Purchasing a gift voucher
Buying for friends and family can sometimes be tricky! If you are unsure of what to get as a gift our gift vouchers are a great option! We also have a number of stylish wallets for you to choose from. Gift Messages If you order from our gift range we are able to add a gift card to the box. Please click here to view our wide range of gifts. For any order that is not part of our gift range we are able to add a short message to our delivery label.
Gift Messages
If you order from our gift range we are able to add a gift card to the box. For any order that is not part of our gift range we are able to add a short message to our delivery label.
Redeeming a gift voucher
If you have been given a gift voucher and wish to redeem online, please enter the voucher code from the reverse of the voucher in the 'Add Voucher Code' field. Please quote the voucher code when ordering over the phone. If you have any difficulties redeeming your voucher, please give us a call on 03330 148 168.
