About

Frequently asked questions

Below are the answers to some common questions. If your question is not answered, don't hesitate to contact us - we're here to help.

Ordering

Do you have a minimum order?

Not for UK delivery. You can buy any amount from a single half-bottle upwards. Deliveries to the Channel Islands and countries within the EU have a minimum spend of £100. Deliveries to all other countries have a minimum spend of £500.

When will my card be charged and when is my order confirmed?

We don’t charge you until your goods are packed and ready for despatch. When you first check out, you receive an order acknowledgement and your card issuer may temporarily freeze the funds required. When we have finished processing your order and it is ready for despatch, we send you a second email. At that point we charge your card and your order is confirmed.

Are your photos of actual bottles, and why do some of them have no labels?

Our photos are only illustrative. Particularly with older wine, levels and the condition of labels vary. Even with younger wines, labels are sometimes redesigned and we will often use the same photograph to represent different vintages or minor variations. If you would like more information on the condition of a particular bottle please contact us in advance. If we don’t have a photo for a particular bottle, we use a stock image of a bottle without a label at all.

Can I reserve stock to buy later?

You cannot reserve stock, but you can choose a delivery date up to 28 days ahead when you check out.

I don’t see the wine I want or it is out of stock. Can you get some for me?

Our website shows everything we have in stock at the moment. Some wines we can order in on request. Contact us with the details and if it’s possible we will give you a quote. Special orders like this are subject to a minimum order (usually one case).

Do I have to pay VAT on orders for delivery outside the UK? Can I reclaim VAT at the airport?

VAT is charged on all orders for delivery within the EU. Orders for delivery outside the EU are VAT exempt. You cannot reclaim VAT at the airport on mail order items, including those ordered online or over the telephone.

Can I change or cancel my order before it’s despatched?

We may be able to change or cancel your order if it has not yet been processed. Contact us as soon as possible to check.

Delivery

What delivery services do you offer and how much do they cost?

All our delivery services are listed, with prices, on our deliveries page.

Do you offer same day delivery or can I collect from you at short notice?

All our wine is stored in a temperature-controlled bonded warehouse outside London, not at our offices. This keeps the wine in the best condition possible, but it does mean we are not able to offer same day delivery or collections at short notice.

By when must I order to get my wine tomorrow?

Our cut-off for next working day delivery is 12pm. This applies to most of the UK (mainland England, Wales and Southern Scotland). We do not despatch orders at weekends or on bank holidays. This means that to get your wine on a typical Monday you need to order before 12pm on Friday.

Can I find out what time my order will be delivered?

If you choose an all day delivery, it may arrive at any time during office hours and we cannot be any more specific. To most UK postcodes (mainland England, Wales and Southern Scotland) we also offer timed morning services for an additional charge. You can select these when you check out.

Can you leave my delivery somewhere safe?

Certainly, but this is at your own risk and we need your permission. Please supply details in the ‘Safe place’ section when you check out.

Will my wine arrive in its original packaging?

Not usually. We repack most wines in transit packaging to offer the maximum possible protection from breakages.

How can I track my order?

Where available, we will email you a link to track your order when it’s despatched. You can also retrieve this information by logging in to your account.

My order has not arrived. What should I do?

If your order does not arrive by the estimated delivery time, check to see if the courier has left a card - they may have tried to deliver when you were out. Sometimes they may leave an order with a neighbour. You should also use the link we sent you via email to track your order online. If none of that helps, contact us and we’ll track it down.

You tried to deliver but I was out. How do I rearrange delivery?

If you received a card from our courier you can call them directly and organise redelivery. Their contact information can be found on the card. Please note that if you fail to rearrange the delivery with them the order may be returned to us and we will have to charge an additional fee to send it out again.

My order arrived damaged. What do I do?

If your order arrives damaged, please either refuse the delivery or note the damage with the driver before signing. Contact us straightaway and we will issue you with a refund for the damaged items.

Wine was missing from my order or the wrong wine was delivered. What can I do about it?

If you receive the wrong wine, contact us as soon as possible. We will either send you the correct wine (if available) or have the incorrect wine returned to us and issue a refund.

What should I do with the inflatable packaging?

Our inflatable packaging is designed to hold its air for up to two years and may be reused. Alternatively, it can be flattened by puncturing each chamber, then recycled.

Can I collect my order from you?

Yes. Simply select this option when you check out. Wines take up to four working days to be transferred to our offices in Earls Court. We will notify you by email as soon as your order is ready to collect. Our usual collection times are Monday to Friday, 9AM to 5PM. Please bring photographic ID and the card you used to pay for your order. Orders that are not collected within one month will be cancelled and returned to our warehouse. You will be automatically refunded.

How are tasting tickets and gift vouchers delivered?

Tasting tickets and gift vouchers are delivered via email as an A4 PDF suitable for printing or forwarding on. The ticket or voucher will include any gift message you have specified.

Cancellations & returns

Can I cancel my order?

You can cancel your entire order and receive a full refund, including for the original delivery charge, up to seven working days after it is delivered. Please contact us within that time to let us know you wish to cancel, then return the whole order in its original condition to the following address:

Roberson Wine
Online Department Returns
21-27 Seagrave Road
London SW6 1RP

If you're having trouble organising a return we can arrange for our courier to collect from most UK addresses. Their charge is usually £15 in mainland England, Wales and Southern Scotland. Please ensure all bottles are securely packaged and include a copy of your receipt stating the reason for the return. Once we have your order back, we will issue your refund.

I don’t like the wine I ordered or I’ve changed my mind. Can I return the remaining bottles?

We are happy to issue a credit for any unopened bottles returned to us. We must receive them within six months of purchase and they must be in their original condition. Please contact us to let us know you will be returning them, then send the unopened bottles to:

Roberson Wine
Online Department Returns
21-27 Seagrave Road
London SW6 1RP

If you're having trouble organising a return we can arrange for our courier to collect from most UK addresses. Their charge is usually £15 in mainland England, Wales and Southern Scotland. Please ensure all bottles are securely packaged and include a copy of your receipt stating the reason for the return. Once we have the bottles back, we will issue a credit.

I think this bottle is corked. Can you credit me for it?

If a wine you buy from us turns out to be corked or otherwise faulty we will issue a credit provided:

  1. It was purchased from us within the last six months.
  2. It is not a ‘fine wine’ (it is under £50 a bottle).
  3. It has not been damaged, kept too long or improperly stored.
  4. You still have the wine in the bottle.

Please reseal the bottles with the wine inside, then contact us to let us know of the problem. Once we verify the fault, we will issue a credit. Sometimes we can do this without seeing the wine, otherwise we will ask you to return it to:

Roberson Wine
Online Department Returns
21-27 Seagrave Road
London SW6 1RP

If you do have to return the wine and you're having trouble, we can arrange for our courier to collect from most UK addresses. Their charge is usually £15 in mainland England, Wales and Southern Scotland. Please ensure all bottles are securely packaged and include a copy of your receipt stating the reason for the return.

How do you tell if a wine is corked?

‘Corked’ has a specific meaning - it is used of a wine which has been tainted by a fungus found inside cork bark. This can happen to any bottle sealed with a natural cork, no matter how expensive. There is no definitive test you can do at home, but you can learn to spot corked wine by its aroma and flavour. Its effects range from mild (the fruit flavour of the wine is dull and muted) to severe (the wine has a strong musty or rotting cardboard aroma). If you are unsure whether what you can taste is cork taint, it helps if you can compare it with the aroma and flavour of another bottle of the same wine. It would be very unusual for both to be corked, so if they taste the same there may not be a fault. You cannot tell if a wine is corked from the cork itself. A crumbly or mouldy cork does not mean that there is anything wrong with the wine.

How do you tell if a wine is otherwise faulty?

Cork taint is the most common problem with wine, but sometimes other things go wrong. This usually means one of two things. Either the wine has ‘cooked’ through exposure to excessive heat, or the closure has failed and air has entered the bottle, oxidising the wine prematurely. If either of these things happen, the wine may turn brown and taste sour, excessively ‘stewed’, or even of vinegar. However, not all wines that taste oxidised or cooked are faulty. Traditional white Rioja, Sherry, Madeira and many natural wines (to name just a few examples) are deliberately oxidised, heated or made without preservatives, specifically to produce an unusual flavour. Like the mould in a blue cheese, this is an integral part of the wine’s character. Similarly, as a wine ages it slowly oxidises. An old wine that is past its peak may taste tired, but it is not faulty. A wine is only faulty when the ‘fault’ causes it not to taste as it should, given its style and age.

Gifts & vouchers

Can I add a message and gift packaging to my order? Will the price be shown?

If you tick ‘This order is a gift’ when you check out, you will be given the option to add a free message which will be printed on to a card and included with the delivery. If your order fits in one of our wooden gift boxes you will be able to upgrade your packaging for an additional charge. No prices are included with any delivery - your receipt is emailed to you.

Can I send you my own cards? Can you put extra information like tasting notes in with my gifts?

Unfortunately, we cannot add custom gift cards or any extra printed material to our deliveries. Gift messages will all be printed on our own cards. We have lots of information on our wines available on our website, or by email on request.

How do I send multiple gifts to different addresses?

If you want to do this online, you’ll need to place one order per delivery. Alternatively, if you have a lot of gifts to send, contact us for a custom quote.

Can different bottles in the same delivery go to different recipients?

Online orders are always packed in the minimum number of boxes, addressed to a single recipient and can only include one gift message. If you need wines to be packed or addressed separately, or multiple messages, you must place a separate order for each one online. Alternatively, if you have lots of gifts to send, contact us for a custom quote.

How do I buy a gift voucher?

You can buy gift vouchers right here online. They are emailed to you as an A4 PDF which you can print out or forward on. Select ‘This order is a gift’ when you check out and you can also include a free message.

How do I redeem a gift voucher?

When you check out, tick the box ‘I have a gift voucher or promo code’ and enter your voucher code. You can enter multiple codes separated by a space. If you don’t use the full value of your voucher it remains valid for the remainder.

For how long are gift vouchers valid?

Gift vouchers are valid for one year from date of purchase.

Roberson Wine Club

How does charging and delivery work?

When you first join the club we take your card details, but your first payment of £99 is not taken until the next payment date (visit the Roberson Wine Club page to see when that is). We subsequently charge you automatically on the first working day of March, June, September and December. The cases are sent out a few days after payment is taken.

Are there any additional delivery charges?

Delivery to mainland England, Wales and southern Scotland is included. Wine Club membership is not currently available outside those areas.

Can I request a particular style of wine? Can I swap or return wines I don't like?

Roberson Wine Club cases are carefully selected by us to showcase the newest, best and most interesting wines of the moment. The selection cannot be altered and wines cannot be exchanged. However, if a bottle is corked or otherwise faulty, our standard policy for faulty wines still applies (you can read the details above, under Cancellations and Returns).

Can I buy a subscription as a gift?

You can specify any delivery address when you sign up for the Roberson Wine Club. The recipient will receive a welcome letter shortly afterwards - remember to let them know to expect it.

How do I get my special Wine Club discount?

Your Wine Club discount is automatically applied whenever you shop with us online. To enable it, you'll need to be registered as a customer on our site with the same email address you used when you joined the club. If you are not already registered with us, you'll be given the opportunity to set a password as soon as you join the club, or you can do it at any time after that by clicking on My Account. Make sure you log in to your account each time you purchase to have your discount applied.

How do I update my delivery address?

To update your delivery address, log in to My Account and click on 'Wine Club', then follow the instructions.

Which credit card do you charge and how do I update it?

We will automatically attempt to charge the default card you have on file with us when your Wine Club payment is due. If that fails, we will attempt to charge any other cards we have details for. To see which card details we hold, visit My Account and click on 'Credit Cards'. You can remove cards from your account there, and when you next check out you will be given the option to save whichever card you are using. Alternatively, contact us and we can add a new card to your account for you.

How do I cancel my membership?

You can cancel your membership at any time after your first payment has been taken. To cancel, visit My Account, click on 'Wine Club' and follow the instructions.

Where can I find out more about the Roberson Wine Club?

Visit the Roberson Wine Club page for more information.

About us

We sell wine that offers quality and value at every level, from the everyday to the extraordinary. Read more about us.

Awards & press Our latest awards

We’ve won all the major awards in our category multiple times.

... London's best collection of seriously smart wine available by the single bottle

Jancis Robinson MW