Payments and Vouchers

Why am I being asked to validate my card details when I check out?

In response to a change in the law, a new system has been introduced called Strong Customer Authentication (SCA). This is being applied by all retailers and is designed to make purchasing safer and more secure.

Shopping online or in store

When shopping online, you may receive randomly generated requests for you to authenticate your purchase by entering a unique one-use passcode, which your card issuer will send to your phone. If you plan to use contactless in one of our stores, you may be asked to insert your card and key your PIN.

What do I need to do?

Make sure your card issuer has your current mobile phone number, so they can send the passcode to you. Have your mobile phone to hand when you place an order. If you don’t have access to a mobile phone, please contact your bank or card issuer.

Can you send me a secure code?

Only your bank or card issuer can send you a secure code.

I can’t access my secure code but I want to place an order – how can I check out?

If you are having trouble completing your order online, please call our Customer Services Team on 03330 148 168.

Gift Card Terms and Conditions

General Terms

Direct Wines Ltd T/A Laithwaites ("Laithwaites") (registered no 01095091) of 1600 Arlington Business Park, Theale, United Kingdom, RG7 4SA, VAT Number GB823825133 supplies both physical gift cards ("Physical Gift Cards") and digital gift cards (“Digital Gift Cards") together referred to as ("Laithwaites Gift Cards") to customers in the UK. Laithwaites Gift Cards are issued by Direct Wines via Laithwaite’s agent, Blackhawk Network (Europe) Limited registered in England and Wales with its registered office at Westside, London Road, Hemel Hempstead, Hertfordshire, HP3 9TD England (registered number 07956446), who operates this website.

If you have any complaints about our service or any Laithwaites Gift Cards you purchase from us or wish to contact us please contact Gift Card Customer Services on 0330 236 9316. Our opening hours are 8am to 8pm, 7 days a week, or you can email us at laithwaites@bhnetwork.com.

Laithwaites Gift Cards

Laithwaites Gift Cards are redeemable as full or part payment for products and services purchased on our website, over the phone and at all Laithwaites stores. We may not be able to accept them at external events. Other than shipping fees for the delivery (to UK address) of Physical Gift Cards, no additional fees will be imposed on purchasers or recipients of Laithwaites Gift Cards). Please visit laithwaites.co.uk/voucherterms for terms and conditions applicable to any purchase you make with Laithwaites.

Digital and physical Gift Cards are available for purchase from https://laithwaites.cashstar.com/ and physical Gift Cards from any Laithwaites store in the UK.

If we are unable to accept your order, the system will inform you of this and will not charge you. This might be because of a suspicious transaction alert identified on our system or because we do not deliver Laithwaites Gift Cards to your location.

Expiry Of Laithwaites Gift Cards

Laithwaites Gift Cards are valid for 24 months from the date of purchase at which time the Laithwaites Gift Cards will automatically expire, and any remaining balance will be lost.

View Your Balance

Card balances can be checked by clicking here. Alternatively, you can check your balance in any Laithwaites store.

If your total order value is less than the value of the Laithwaites Gift Cards any balance will remain on your Laithwaites Gift Cards and may be applied to future purchases provided the Laithwaites Gift Card has not expired.

If any item purchased with Laithwaites Gift Cards is subsequently exchanged for an item of a lower price or refunded, any money owing will be refunded by way of an account credit save for any money which you may have paid in excess of the value of the Laithwaites Gift Cards. Any such sums will be refunded in accordance with the payment method.

Your Rights To End The Contract

Provided the Laithwaites Gift Card has not been used you have the right, in addition to your other rights, to cancel your order for Laithwaites Gift Cards, provided you are within the cooling off period of (i) in the case of Digital Gift Cards fourteen (14) days after the date that we confirm that we accept your order or (ii) in the case of Physical Gift Cards (14) days after the day that they are delivered to you provided the Physical Gift Card has not been used.

If you choose to receive your Digital Gift Cards before expiry of the fourteen (14) day cooling off period, you acknowledge and accept that you will lose your right to end the contract once downloading of the digital content begins.

Returns

Subject to the cooling off period you may not return or cancel your Laithwaites Gift Cards after they are received.

Lost Or Stolen Laithwaites Gift cards

Please keep your Laithwaites Gift Cards secure, as if they were cash. Laithwaites is not responsible if the Laithwaites Gift Cards are lost, stolen, destroyed or used without permission. Laithwaites cannot replace a Laithwaites Gift Cards. Laithwaites reserves the right to cancel Laithwaites Gift Cards if it reasonably suspects fraud or misconduct. Damaged, altered or cancelled Laithwaites Gift Cards will not be accepted.

Limitations

You or anyone you buy alcohol for must be aged 18 or over. Laithwaites Gift Cards cannot be resold, transferred for value, or redeemed for cash. Unused Laithwaites Gift Cards cannot be transferred, and orders must be for a minimum of £10 and cannot exceed £1,000.

Privacy Policy

Please review our privacy policy to understand more about how we use your data.

Laithwaites Gift Cards Customer Service

If you need assistance with any aspect of your purchase, or use of your Laithwaites Gift Cards, please contact Gift Card Customer Services on 0330 236 9316. You will be required to provide your order number.

Payment Methods

Laithwaites Gift Cards may be paid for with a valid Debit or Credit Card (we do not accept American Express).

Delivery Information

During the order process we will let you know when we will provide the Laithwaites Gift Cards to you.

The costs of delivery for Physical Gift Cards will be as displayed to you on our website. Digital Gift Cards will be delivered free of charge.

Physical Gift Cards can be delivered to valid addresses within the United Kingdom excluding the Channel Islands and BFPO.

Please take care when entering your or your recipient’s address as Laithwaites is unable to resend a Laithwaites Gift Cards where an incorrect email address or postal address has been provided. In the event you have entered an incorrect email address or postal address, please call Gift Card Customer Services on 0330 236 9316.

We are not responsible for Laithwaites Gift Cards that are not received due to your failure to enter an accurate physical address or email address for the recipient. If you have concerns about your order, please contact Gift Card Customer Services on 0330 236 9316.

Reasons For Failed Delivery Of Digital Gift Cards

Digital Gift Cards are delivered via email. If you have confirmed the recipient's email address but the Digital Gift Cards have not been viewed within a reasonable period after the requested delivery date, the following is a list of the most common reasons why delivery may have failed:

• Spam filter blocked email or routed it to a bulk/spam folder
• Recipient's firewall blocked the email
• Email inbox is over size limit
• Invalid email address

If a spam filter is blocking Digital Gift Cards emails from getting to an inbox, the email options will need to be modified so that Laithwaites Gift Cards emails are not considered spam.

If you need further assistance, contact Gift Card Customer Services on 0330 236 9316. Please be ready to provide your order number.

Personalised Messaging

If you wish to add a personal message to your Gift Cards, simply type your message in the message field during the purchase process.

Digital Gift Cards personal messages are limited in length to the space provided on the Digital Gift Cards, or to the space provided on the presentation carrier of Physical Gift Cards and there is no additional charge to include a personalised message. We reserve the right to cancel inappropriate, offensive or otherwise objectionable messages.

Governing law

These terms are governed by English law and you can bring legal proceedings in respect of your Laithwaites Gift Cards in the English courts.

Laithwaites Gift Cards, powered by CashStar.

What is a gift voucher?

A gift voucher is a great present for those who enjoy wines and spirits. Vouchers purchased from our gift range can be used against any of our wines or offers over the phone and online, plus they come with a free gift card.

How do I use my gift voucher?

You can discount the voucher value by entering the voucher code into the box at the payment screen and then clicking on 'redeem'. The voucher code will always begin with a S, G or X. See our guide on how to redeem your Gift Voucher.

If you're having any difficulty redeeming your voucher contact us and we'll be happy to assist.

What to do if your gift voucher is not working

The gift voucher code will begin with an S, G or X. Always check the expiry date which can be found on the back of the voucher under the barcode on the left hand side. If you're having any difficulty redeeming your voucher contact us and we'll be happy to assist.

Concessions

We work with a number of business partners to provide concessions within retail outlets, unfortunately gift vouchers and promotional vouchers cannot be redeemed at these concessions.

Gift Voucher Terms and Conditions

These Terms and Conditions apply for the redemption of e-Vouchers and gift cards (“Gift Vouchers”). Please visit laithwaites.co.uk/terms for terms and conditions applicable to any purchase you make with Laithwaites.

Gift vouchers are valid for at least 12 months from the date of order and can be loaded with between £10 and £100. Gift vouchers are not available for use in the Republic of Ireland.

The gift voucher can be ordered to be sent directly to your recipient as a gift or to yourself – all you need is a valid email address (for e-Vouchers) or postal address (for gift cards). Please take care when entering your or your recipient’s address as Laithwaites is unable to resend a gift voucher in instances where an incorrect email address or postal address has been provided. In the event you have entered an incorrect email address or postal address, please call 03330 148 168. Gift vouchers will be posted or emailed to the recipient once payment has been received. Payment settlement can take up to, or sometimes more than 12 hours.

Gift vouchers can be used for whole or part payment of goods and services from Laithwaites.

Gift vouchers can be redeemed online at laithwaites.co.uk, in Laithwaites shops (excluding garden centre concessions and farm shops), by phone on 03330 148 168 or via email on customerservices@laithwaites.co.uk. The gift voucher number must be quoted for all redemptions by phone, email or online.

Gift vouchers are non-transferable, may not be sold at auction and have no cash alternative. If goods are bought online, in store or over the phone for less than the face value of the gift voucher, any balance will remain on your gift voucher to be used against future purchases provided that the gift voucher has not expired.

If goods are bought online, in store or over the phone for more than the face value of the gift voucher you may top up the difference using cash, credit or debit card. The value of the gift voucher cannot be added to once purchased.

If any item purchased with a gift voucher is subsequently exchanged for an item of a lower price or refunded, any money owing will be added to the remaining balance on the gift voucher save for any money which you may have paid in excess of the value of the gift voucher. Any such sums will be refunded in accordance with the payment method.

If you do not spend the entire balance on the gift voucher, the remaining balance will be updated after each transaction. You may view the balance of your gift voucher in the gift voucher section of your online account or by calling our Customer Service team on 03330 148 168.

Gift vouchers should be treated as cash. Laithwaites cannot accept any liability for lost, stolen or damaged gift vouchers.

You or anybody you buy alcohol for must be aged 18 or over.

Last updated: March 2021

Occasionally we may send you a promotional voucher code. These can be redeemed the same as gift vouchers, by entering the voucher code into the box at the payment screen and then clicking on 'redeem'.

We work with a number of business partners to provide concessions within retail outlets, unfortunately gift vouchers and promotional vouchers cannot be redeemed at these concessions.

We accept the following payment methods:

• Paypal
• Visa
• Mastercard
• Amex
• Google Pay
• Apple pay (only applicable for Apple devices)

Please note wine subscriptions cannot be paid for by Paypal, please call us for further details.

You can update your payment details online by visiting Your Account or by calling us on 03330 148 168.

To change payment details for a subscription you will need to call us on 03330 148 168.

You can request a VAT invoice - contact us and we can arrange to send a receipt or invoice via email or post, just let us know what is best for you.

In the very rare event you’ve experienced an issue making a payment online, with a voucher/code or you spot a discrepancy, please contact us as soon as possible and we will do our very best to resolve the matter.

We accept the following vouchers:

• Leisure Voucher
• Bonus Bonds
• Love to Shop

We need to receive these vouchers physically. Please contact us to discuss further.