Frequently Asked Questions
Below we have tried to answer some of the questions we are most commonly asked, however if you have a question that we have not covered please do not hesitate to call us on +44 (0) 1743 234455 or contact us.
- Do you offer your full list online?
- Is there a minimum quantity I must order?
- Can I order beers or minerals online?
- Can I purchase wines en primeur (lying abroad) online?
- How much do you charge for delivery?
- When can I expect delivery to be made?
- What happens if I am out when your carriers try to deliver my order?
- What if I have any queries regarding delivery?
- Can you deliver abroad?
- Can I arrange delivery from overseas?
- What payment methods do you accept?
- Do I have to supply card details online?
- Am I safe giving my card details online?
- What happens if I receive a broken bottle?
- Am I able to return goods?
- I have some old wines would you be interested in purchasing them?
- What if I have any queries regarding my invoice and payment?
- How do I proceed if I have a complaint?
- You adhere to the Wine & Spirit Trade Association's Distance Selling Code of Practice. How do I view a copy?
- Do I have to log-in every time I visit the site?
- What happens if I forget my password?
- My computer seems to be running very slowly whilst on-line...
- Still having problems?
Is there a minimum quantity I must order?
We have no minimum order value. Orders to the value of £90 or more to one address are delivered free in mainland Britain. For smaller orders please add £7.95 packaging and carriage charge per address.
Can I purchase wines en primeur (lying abroad) online?
You cannot currently purchase en primeur wines online - please contact us to reserve stock on 01743 234455 or at email@example.com. You can download our current en primeur offers from Bordeaux, Burgundy, Rhône and other regions as PDFs via our en primeur menu page (you will need Adobe Reader to view them).
All the wines that are available to purchase through our online transaction process are duty paid and inclusive of VAT.
How much do you charge for delivery?
Orders to the value of £90 or more to one address are delivered free in mainland Britain. For smaller orders please add £7.95 packaging and carriage charge per address. If you wish to place an order for delivery to offshore islands or Northern Ireland then you can find out about additional charges to Northern Ireland and UK Islands here.
When can I expect delivery to be made?
Orders are despatched on weekdays usually within 24 hours of receipt and unless advised otherwise, you will normally receive your delivery within two working days, Monday to Friday, 8am to 6pm, though it is wise to allow seven days or longer, especially in December.
What happens if I am out when your carriers try to deliver my order?
Our carriers will leave a card stating they were unable to deliver, along with your local depot's telephone number to call and arrange a convenient delivery day. Alternatively whenever possible please add 'DELIVERY INSTRUCTIONS' at the Secure Checkout, for example - 'If out try neighbours at No 35' or 'Leave in garage with yellow door.' Our carriers can then deliver as per your instruction if you are out.
What if I have any queries regarding delivery?
If you have any queries regarding your delivery, please telephone us on 44 (0) 1743 234455 or use our Contact Form
Can you order online for delivery abroad?
No, we can only deliver to addresses on mainland UK, offshore islands or Northern Ireland. See our Delivery and Returns page for more information.
Do I have to supply card details online?
Yes, unless you have a PayPal account. You can select to pay via your PayPal account during the checkout. If you do not have a PayPal account, please enter your card details in the payment details section of our secure checkout where it says Sage Pay. To find out more about setting up a PayPal account, visit the PayPal website.
Am I safe giving my card details online?
You can have full confidence that our online ordering service is fully secure. All credit card transactions are processed using the highly secure payment gateway, Sage Pay, and your credit card details are never stored to create a safe and secure shopping experience for you. Once you reach the order process, you will notice the web address at the top of the page will change to begin with https://www instead of http://www. This is a sign that you are entering a secure site.
In addition, our website has industry-leading encryption from Norton Secured, powered by VeriSign and is scanned daily.
What happens if I receive a broken bottle?
All goods must be examined and breakages notified immediately and within two days of delivery at the latest. We will organise replacements or a refund, please telephone us on 44 (0) 1743 234455
I have some old wines would you be interested in purchasing them?
We will usually purchase at market prices, or advise clients on how to sell. We have an eager market for old and interesting wines. Please contact our Buying Department on 44 (0) 1743 234500 or find out more here.
How do I proceed if I have a complaint?
In the event you wish to register a complaint in respect of quality or service please telephone us on 44 (0) 1743 234455 and your concerns will be attended to personally by the directors.
You adhere to the Wine & Spirit Trade Association's Distance Selling Code of Practice. How do I view a copy?
The Code of Practice can be viewed at www.wsta.co.uk
Do I have to log-in every time I visit the site?
You can choose to log-in at any point during your visit, however before an order can be processed all customers are required either to log-in, or to register as a new customer. Returning customers who have already registered with the site should log in at the top of the homepage with your e-mail address and password.
What happens if I forget my password
You should try to choose a password that is easy to remember (although for security reasons don't write down or divulge it to anyone else). If you do forget it, click on the password reminder link on the log-in screen to be automatically e-mailed with your username and password.
My computer seems to be running very slowly whilst on-line...
We recommend you run version 8 or higher of Microsoft Internet Explorer or version 10.0 or above of Firefox to browse our site along with a broadband connection. Newer versions of the software and faster connection speeds will allow for swifter navigation.
As you navigate the web your browser stores frequently accessed text and graphics or cache as temporary internet files on your computer's hard drive. This means if you revisit a page during the same session it will load up very quickly from the cache, however a large number of temporary Internet files can slow down your computer. The following may help you maximise your browser's speed.
* Empty out the cache from time to time using Clear, Delete Files or Empty option eg in Internet Explorer: select the Tools menu, then Internet Options. Under the General page click on Delete Files. Or in Firefox click Clear Recent History via the Tools menu.
* If you have a large hard drive then increase the size of your browser cache.
Still having problems?
Then contact us and we'll do our best to help.