Customer service
No. 1 for Customer Service
Enjoy the UK's best customer service ... and don't just take our word for it!
Did you know only one UK wine specialist has won the top award from the independent Institute of Customer Service?
In fact, the experience you will enjoy from Laithwaites is rated No.1 of anyone in the UK who sells wine - ahead of the supermarkets, the high street and other online retailers.
What is your customer service promise?
We are passionate about wine and take customer service just as seriously. Our promise to you is make sure we personalise your wine buying experience, offer a range of flexible delivery options, answer your calls within 20 seconds and respond to all other enquiries within 24 hours.
What is your data protection and privacy policy?
You can view our data protection and privacy policy online.
How do you look after my details?
Your details are in safe hands you can view how by reading through our Privacy Policy
How do I contact customer service?
We love hearing from our customers - view the different ways you can contact us.
How can I make a complaint?
We hope that you're pleased with any purchase you've made. However, if there's something you're not happy with make sure you contact us so we can try to put matters right. Escalating a complaint If after contacting us you feel we still haven't resolved your complaint satisfactorily, please email or write to our Head of Customer Service:
Email: escalations@directwines.com
Head of Customer Service
7100 Hurricaine Road
Brockworth Business Park
Brockworth
Gloucester
Alternative complaint resolution If, after following our internal complaints procedure, you still feel that we have not satisfactorily resolved your complaint, you can forward your complaint to the Retail Ombudsman.
Personal Wine Advisor service
We have a team of wine advisors who like nothing more than talking to our customers about wine. One of our enthusiastic experts will happily make personal recommendations based on your own tastes, just give us a call on 03330 148 168. Alternatively, contact us and one of our qualified wine advisors will contact you.
Wine tasting events
At our wine tasting events you will explore wines from all over the world table by table, all under one roof. Meet our family of winemakers and hear the stories behind the labels from the people that know them best. Our tastings are fun, engaging, unique and interactive. Try before you buy and benefit from exclusive offers and discounts, including FREE delivery!
If you'd like to join us, browse our list of tasting events to find one near you. We look forward to seeing you.
When will my event tickets arrive?
Tickets to our events will be an email unless you are attending a festival where a ticket will be posted to you at least a couple of weeks before the event takes place. In the unlikely event that a ticket does not arrive in time, we will ensure your name is on our guest list. Please bring ID with you and you will be granted entry.
Premiere membership
It's a great way for you to try wines that you otherwise wouldn't have ordered.
Premiere Membership means you receive two free bottles with every order of 12 bottles or more. These wines (one red and one white) are specially selected each month by our wine buyers and they will be normally at least £8.99 each time.
Wedding service
We have been supplying wedding wines since 1969 so we know a thing or two about offering quality, crowd-pleasing wines at competitive prices. Let us help you pick wines for your special day with our team of experienced wine advisors, stores and family wineries.
Corporate orders and discounts
View the corporate/trade services we currently offer.
Find out if you qualify for a corporate/trade account.
Refer a friend rewards
If you're enjoying Laithwaites then why not tell your friends so they can enjoy it too. If you send them to us, your friends will get a special first purchase offer and you'll get a reward for each friend who buys. The more friends you send the more rewards you get.
What is Unlimited membership?
Unlimited is delivery pass that gives you fast and unlimited delivery on any order, even just one bottle, for an annual membership fee of just £24.
Benefits Include:
- No delivery charges on any order (including gifts and subscription cases) no matter how many you place during the year
- Optional next working day or named day delivery too (including Saturdays), for no extra charge
- Available for multiple UK addresses - fantastic for gifts
- Exclusive offers and events for Unlimited members only
View the Unlimited terms & conditions.
