ORDERING ONLINE - FREQUENTLY ASKED QUESTIONS

PRICES AND STOCKS

Are your prices and offers the same on your website as they are in your store?

Most of our prices are the same whether you buy in store or online. However, we frequently offer exclusive deals to our online customers which always represent great value. To make sure you don’t miss out, sign up to our mailing list at the bottom of the home page

Do you offer a case discount?

We do not offer discounts on mixed cases, but we do offer special prices on whole, unmixed cases. Look out for them around the site - you can save up to 30%.

Are the stock levels on your website up-to-date?

Our stock levels are updated automatically every hour and are as accurate as we can make them. Occasionally, however, a product may go out of stock and be ordered online before the site is updated. If this happens you will be notified as soon as possible. If a suitable replacement cannot be found your order will be cancelled and you will not be charged.

Are all the wines on your site available to buy in your store?

Not necessarily. Some of our wines are stored elsewhere. If you wish to collect your order from the store, please place your order online and select ‘I will collect my order from the Kensington High Street store’ at the checkout. We will then email you when it is ready to pick up. If you are in a hurry to buy a particular wine please call the store on 0207 371 2121 to check availability before making a special journey.

Can I reserve wines to buy in store?

You can only reserve wines if you pay for them first. If you wish to collect your order from the store, please place your order online and select ‘I will collect my order from the Kensington High Street store’ at the checkout. We will then email you when it is ready to pick up.

Why are some stocks listed as taking longer than others to despatch?

Some of our wine is stored in separate ‘bonded’ warehouses. These bottles take up to five working days to transfer before they can be delivered. If your order includes wines in bond, the delivery will be held back until it is all ready to send.

The wine I want is out of stock. Can you get some more for me?

If you require more bottles of a particular wine than we currently have in stock, please contact us. Depending on the wine, we can often order additional quantities for delivery within a few days.

Are the photographs on the website of the actual bottles I will receive?

No, our photographs are for illustrative purposes only and do not necessarily represent the condition of the particular bottle you will receive. 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.

ORDERING

Do you have a minimum order?

No. You can buy anything from a single half-bottle upwards.

Which payment methods do you accept?

We accept most credit and debit cards for payment through our website. This is by far the easiest way to pay.

If you wish especially to pay by another method, for example over the telephone or by bank transfer, this can sometimes be arranged. Please contact us for more information.

My order is a gift. Can I add a message and gift packaging? Is the price shown?

We sell a range of gift boxes that hold various numbers of bottles. If you add gift boxes to your order we will make sure the wine is sent out packed in them. To add a message, check the ‘This order is a gift’ box at the basket stage. We will print your message on to a specially designed card and attach it with your order, free of charge. No pricing information is included with any delivery - your receipt is emailed to you.

When will my card be charged?

When you check out we will temporarily authorise your card for the full amount of your order. These funds may be frozen but will not be debited from your account until we send you an email to confirm that your order is ready for despatch or collection. Your order is only complete and funds are only debited at this point.

Do I have to pay V.A.T. on orders for delivery outside the U.K.?

V.A.T. is charged on all orders for delivery within the E.U. Orders for delivery outside the E.U. are V.A.T. exempt. When you place an order online for delivery outside the E.U., the original total you see includes V.A.T. but excludes a delivery charge. Once you place your order we will contact you with a revised quotation excluding V.A.T. and including a tailored delivery charge to give you the best possible price . Your card will not be debited until you have approved this revised total, although funds may be temporarily frozen pending release.

How do I alter my order before it is despatched?

If you wish to change or cancel your order please let us know as soon as possible. You can get in touch by replying to your order confirmation email, using the contact us page or calling 0207 381 7870.

What do you do with my personal information?

We only use your personal information for processing your order. If you opt to receive offers from us via email we will send these out too, but you will be given the option to unsubscribe in every email we send. We will never give your personal information to a third party.

DELIVERY AND TRACKING

How can I track my order?

If you register on our site you will be able to log in at any time and monitor the status of your order. If your wine is being delivered by courier you will find tracking information here and we will also send you an email with this information as soon as we have it.

How much do you charge for delivery?

Our delivery charges depend on a combination of the delivery address and the number of bottles ordered.

Delivery to central and west London is free for orders of at least 12 bottles or £100 in value, otherwise a charge of £6.95 applies.

Delivery to the rest of the U.K. mainland (excluding northern Scotland) is charged as follows:

1-2 bottles - £6.95
3+ bottles - £8.95
Orders of £200 or more – FREE

All other U.K. and international destinations are calculated differently. Please see our delivery charges table (PDF 77KB) for full information.

Where do you deliver?

We accept online orders for delivery to most parts of the world, but orders for delivery to countries outside zones 0-9a in our delivery charges table (PDF 77KB) will require a separate quotation. Payment will not be taken and the order will not be confirmed until this is approved.

How is international delivery charged?

For most countries in the E.U. delivery is calculated automatically and added to your order total online. For orders to other countries we need to provide a tailored quote in order to give you the best price. Please place your order as normal. Once it is complete we will contact you with the revised total, including delivery charges and with V.A.T. removed (if not applicable). Once you approve this revised quotation, we will take payment and only then is your order confirmed.

Who delivers the order?

If the delivery address is within our catchment area of central and west London we will usually deliver it ourselves. If the delivery address is outside that area we will use a courier to make the delivery and tracking information will be supplied.

When will my order be delivered?

We only use express delivery services and make every effort to send orders as soon as possible. For most of the U.K., the cut-off time for same day despatch is noon (please note this applies to working days only – we do not despatch orders at the weekend or on bank holidays) and we use a next working day courier service. So if you order before noon on Tuesday, for example, your delivery will be on Wednesday. This service applies only to postcodes in mainland England, Wales and Southern Scotland (postcodes in zones 0 and 1 in our delivery charges table) (PDF 77KB). If your order includes wine stored in bond despatch will be delayed while this is transferred to us. Such products are clearly marked around the site and your delivery estimate will be updated accordingly so you are aware of this before you order.

For northern Scotland, non-mainland U.K. and international addresses we use a different courier service and despatch may be delayed. Shipping times may also be considerably longer depending on your location. Please see our delivery charges table (PDF 77KB) for a list of postcodes divided by zone.

Please note that delivery dates are only estimates, not guarantees, and delays do occur. This is especially likely when either we or the courier network are very busy or there are exceptional weather conditions. We will send you order tracking information by email and you can also check this by logging in to your account. If you think your delivery is taking longer than it should, please don’t hesitate to contact us.

What time do deliveries take place? Can I request delivery at a certain time?

Deliveries can take place at any time during the day, although the vast majority are made during office hours. If you need your order before a certain time in the morning, this can also be arranged at an additional charge for most U.K. addresses. Please give details in the ‘Additional delivery instructions’ field at the checkout and we will contact you to confirm and arrange payment.

Can I request delivery on a particular working day?

You can request delivery on a particular working day by specifying this in the ‘Additional delivery instructions’ field at the checkout. We will do our utmost to fulfil your request within the limits of our cut-off time for same day despatch (see above).

Can you deliver at the weekend?

Saturday deliveries can be arranged for most U.K. addresses at an additional charge of £18.00. Please specify when you would like your order delivered in the ‘Additional delivery instructions’ field at the checkout. We will contact you to confirm and arrange this payment after you place your order.

Will my order arrive in its original packaging?

Although we use careful couriers, breakages do occur, so in most cases we will repack your order in mailsafe cardboard boxes or (in the case of international delivery) polystyrene tubes to protect against this. If the original packaging is deemed by us to be secure enough, however, we will sometimes send your order out as it comes.

If I am not in to receive my order can you leave it elsewhere?

If you are happy for us to leave your order somewhere secure then please specify the exact details using the ‘Additional Delivery Instructions’ field during the checkout process. We cannot take responsibility for the theft, loss or damage of your order under these circumstances.

Please note our couriers will automatically try neighbouring properties if you are out and reattempt delivery twice.

You attempted to deliver but I was out. How can 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.

If you received a note from our own driver, please contact us and we will set up a convenient time to redeliver.

Can I collect my order from your store?

Yes. Simply select this option at the checkout. Please bear in mind that some wines may take up to two working days to be transferred from our warehouse. We will notify you by email as soon as your order is ready to collect. Please bring photographic I.D. and the card you used to pay for your order.

How are tasting tickets delivered?

We deliver all tasting tickets via email. Please allow up to one working day after placing your order before contacting us to ask that they be sent again.

CANCELATIONS, RETURNS AND PROBLEMS

I have changed my mind. Can I cancel my order?

Under the U.K. Distance Selling Regulations you are entitled to cancel your order and receive a full refund (including delivery charges) up to seven working days after your good are delivered. If you wish to do this, please within that time. Please note that you will be liable for the costs of returning the goods to us, and they must be in a saleable condition.

My order arrived broken, what do I do?

Please always check your delivery carefully before signing for it. If your order arrives damaged and you accept delivery you must note this with the delivery driver when signing for it. Alternatively, you may refuse delivery and the entire order will be returned to us. In either case, please call us straight away on 020 7381 7870. We will endeavour to send out a replacement or organise a refund as soon as possible.

I received a different vintage or wine to the one I ordered, what can I do about it?

Outside the fine wine range, where vintages can make a vast difference to the value of a particular bottle, we stock a great many wines which we order continuously from one year to the next. These wines tend to have comparatively little vintage variation and remain essentially the same (both in style and price) over the course of several years. Accordingly, the vintages of these regular lines often change without warning and, while we try to keep the site as up-to-date as possible, we cannot guarantee the availability of specific vintages. We will endeavour to notify you before we send out your order if the vintage requested is unavailable, but should you receive a vintage you do not want, or if we mistakenly send you the wrong wine please contact us. We will either offer you the correct wine as a replacement (if available) or have the wine returned to us and issue a full refund.

The wine I ordered is faulty. Can I return it?

Unfortunately, there is a risk inherent in any purchase of wine and even the most expensive bottles can suffer from certain unavoidable and unpredictable faults. In the event of a non-fine wine being corked or otherwise faulty we will offer a full refund or replacement once the bottle is returned to us for examination (up to 90 days from the date of purchase). We will not give a refund or replacement in the event that a wine has been open too long or improperly stored. You will be liable for the cost of returning the wine. Because of the nature of the secondary market, fine wines (i.e. those over £50 a bottle) are sold as seen and no refunds or replacements can be given in the event of a fault.

GIFT VOUCHERS

Do you sell gift vouchers?

Yes, we sell gift vouchers which you can use both in our Kensington High Street store and on this website. You may specify any amount of £5.00 or more and your voucher will be posted along with your own message printed on to a specially designed card.

How are gift vouchers delivered?

For U.K. delivery addresses, gift vouchers are normally sent by post, free of charge. If you wish to have your voucher sent by email instead, please specify this in the 'Additional delivery instructions' field during the checkout process. If the delivery address is outside the U.K. we will automatically send the voucher by email.

How do I redeem a gift voucher online?

Each voucher has a unique code which can be entered at the checkout just before you proceed to the payment screen. You can enter multiple codes here if you have more than one voucher.

What happens if I do not redeem the full value of my voucher?

Your voucher code remains valid and any remainder is stored under that code for you to use later. Simply enter the code again the next time you check out and any available balance will be redeemed against your order.

How long are gift vouchers valid for?

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

YOUR ACCOUNT

How do I change my details or update my password?

You can change your account and address details, edit your email preferences and update your password by clicking the ‘Account’ link at the top left of the site while logged in and navigating through the side menu.

How do I close my account?

You can close your account at any time. While logged in, click the ‘Account’ link in the top left of the site. Click ‘Personal Details’ in the side menu. On the right you will find a link to close your account. Please note that this cannot be undone.

TRADE CUSTOMERS, FINE WINE IN BOND AND EN PRIMEUR

I am a trade customer, where do I find information relevant to me?

We have a separate website dedicated to trade customers.

Do you sell fine wine in bond?

We do sell fine wine in bond, but through our separate, trade website

Do you sell en primeur?

Yes, we do sell en primeur. Details of any current campaigns and general information can be found on our separate, trade website

STAYING IN TOUCH

Who do I contact if I have a question about my order?

If you registered for an account with us, all your orders will have a dedicated contact assigned to them. While logged in, click the ‘Account’ link in the top left of the site to view your orders. Click ‘View details’ to see all the information associated with that order, including the person to contact and a direct link to their email address.

Alternatively, you can call us on 0207 381 7870, use the contact us form or reply to the confirmation email we sent when you placed your order.

Who do I contact with another enquiry?

Please see the contact us page for information on how to get hold of us.

How can I keep up-to-date with all your latest news, offers and tastings?

We send out regular news, offers and information about our tastings via email. Please use the subscription form at the bottom of the home page. You will be given the opportunity to unsubscribe in any message we send you, and we will not pass your details on to anybody else. For the inside scoop you can also follow us on Twitter, add us on Facebook or check out our blog.