Frequently Asked Questions
Here are some of our most frequently asked questions. If you can’t find what you’re looking for, please contact us.
Placing an order
Can I send a gift directly to the recipient?
Yes, just put the recipient’s details on the delivery address page of the checkout (where you can also add a gift message), and on the payment page make sure you add your billing details. We’ll never include invoices in gift parcels.
Can I include a gift message?
Yes, gift messages can be added on the first page of the website checkout, just below the delivery address.
If I buy a gift box and bottle, will you put it in the gift box?
Yes, if you place an order that includes bottles, a giftbox and a gift message (added at checkout), we will put them together and ensure they are properly presented for gifting.
I have an E-gift card. Where can I use it?
E-gift cards can be used online and can be added as a payment method at either the basket or payment pages. They are also accepted over the phone or in branch.
I have paper vouchers (that do not have a 12 digit code on them), where can I use them?
These vouchers can only be used in branch. If required they can also be posted in and used over the phone, please contact us on 01743 234455 to arrange this.
Where do you deliver to?
We deliver all over the UK – our delivery information can be found here. We do not deliver to overseas.
Can you deliver next day?
Yes, full details can be found here.
How is the delivery charge calculated?
Our delivery charges are calculated per delivery address. Full details can be found here.
I would like to add to or change my order, what should I do?
It may be possible to add to or change an existing order depending on the order status. We advise getting in contact as soon as possible (usually via telephone on 01743 234455) to request this.
I’ve made a mistake on my order details, what should I do?
Please contact us as soon as possible at firstname.lastname@example.org with the changes required and your order number.
Where can I find your delivery information and options?
Full delivery information can be found here.
Can you let me know when I will receive my delivery?
You should receive your order within the advised timescales here.
Can I specify a delivery date?
This may be possible for weekdays although we can't guarantee all requests can be accommodated. We advise using the premium, express delivery option for these types of deliveries. Please contact email@example.com with your order number as soon as possible after placing the order to request.
How can I track my order?
If your order is being delivered via courier, you will receive a text message and email confirming a delivery window on the morning of the day of delivery.
If your delivery address is local to one of our branches, then your order may be despatched on our own transport, in which case you can telephone us to track delivery.
What happens if the recipient isn't in?
The couriers will leave the parcel safe where possible and following the instructions on the order, you can add these at the checkout. If the parcel cannot be left safe please make this clear on the delivery instruction or select the option of 'Addressee Only'.
Can I collect my order from a branch?
Yes, we recommend you place the order directly with the branch here and they will advise you about collection.
My order hasn't arrived within the advised time. Who should I contact?
If your order hasn’t arrived within the advised delivery time, please contact the relevant department here.
I've not received all of my order. What should I do next?
It is common for parcels to be divided by the couriers into multiple shipments. Please allow up until the end of the advised delivery time to receive all of your purchases. If anything is missing beyond this time, please contact the relevant department here.