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 One Waterside Drive, Arlington Business Park, Theale, Berkshire RG7 4SW, 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.

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.

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'.

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.

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.