The moment you place an order with us, your wine becomes part of a premium delivery wine service system. As soon as you place your order, our team gets busy – so we do everything we can to deliver within 3-5 days.
Below is essential delivery information to answer any of your queries. And if there are any questions left unanswered, just give us a call.
How much does it cost?
Delivery is charged at £8.45 + VAT for a single bottle when posting via Royal Mail and a starting price of £12.50 + VAT for six bottles. Charges are based on weight and incrementally increase based on the weight and number of box parcels.
Where do you deliver?
To most UK mainline addresses.
How long will it take?
We generally deliver weekdays, Monday to Friday, between 8am and 6pm.
Generally, we recommend allowing up to 3-5 working days for the order to arrive. Due to unforeseen circumstances in the supply-chain and 3rd party transit associates, we can’t guarantee 100% that every case will arrive within the first three days, but you can always be assured that our aim is to deliver as soon as possible.
About our couriers
Our national delivery courier is APC.
APC Overnight is the UK’s largest next-day delivery network, with more than 125 local depots covering all areas of the UK. The network was founded by a group of experienced delivery companies committed to providing an excellent service to the UK overnight market. Of the 125+ depots, nearly one-third are shareholding members, and the majority have been part of the network from the start.
APC Overnight collects, routes and delivers more than 1 million parcels each month, with 4 timed delivery options plus a Security Service that is ideal for sensitive documents and high-value goods. APC are proud of its excellent on-time delivery record. Their network is unique as it is not a franchised network, as all depots are owned and run by independent local delivery specialists connected to a strong managed system
I missed the driver - what happens next?
When placing your order, we will use your email address when booking the wine delivery. This means you will get a notification of the delivery window and if you were not available we will attempt to deliver the next day and return your wine parcel to the local APC depot. The APC tracking system and their automated email system will notify you at each step of the process until successfully delivered.
Delivery damages or delays
If your wine arrives damaged… although the utmost care and fragile delivery option are taken to get your wines to you in perfect condition, on occasion damages happen. If your order is damaged, contact us straight away on 0208 050 4601 and we will sort it out for you.
If your wine has not arrived… email firstname.lastname@example.org or call us on 0208 050 4601 and we will quickly look to resolve this issue.
If after placing your order we learn our delivery partners do not deliver to your postcode, we will advise you within 48 hours and refund your card if no solution is found.
Although to date we have not received a single complaint, if any of the wines you receive from Our Sommelier is believed to be corked, we will replace the wine and the cost to replace the bottle to you. Alternatively, you will be entitled to a refund for the bottle in question.
Cancellation and Refunds
You may cancel your order at any time. If for whatever reason you are not completely happy with the wines you’ve received or before the order has been delivered to you – you may cancel your order.
If the wines have not been delivered to you – you can cancel your order and receive a full refund.
If the wines have been delivered to you and remain intact – providing the wines are returned to us in the state we provided – you will receive a full or part refund depending on what you have returned to us. The cost to return the wines to us will be covered by you unless we have agreed otherwise.
Wine Cabinet & Cooler Delveries
This is a well-managed process. You will choose the delivery date that fits your schedule.
Our deliveries include a 2-man delivery team who will deliver the unit to the ground floor of your property and place it in the room of your choice.
They will unpack, position and remove the packaging – if there are stairs/narrow roads involved, there may be additional charges.
Signing for items at the time of delivery
It is extremely important to check all items for damage before signing and accepting them. We will not be able to accept any claims for damaged items if you have signed the delivery paperwork and accepted goods.
Please take the following steps:
1. If our delivery team have not already done so, please take the item out of its packaging (do not just look at the packaging)
2. Inspect goods carefully (all the sides, corners and doors if applicable)
3. If there is no damage, accept and sign
4. If there is damage do not accept or sign (you can instead write Delivery refused as item damaged)
Once goods are signed for we cannot be held responsible for any damages and the customer is required to prove to us the damage was there before delivery.
Please make sure that anyone who might accept a delivery for you understands this, please also make sure the person who is signing for goods on your behalf is over 18 and if it’s your ‘acceptor’ you are obliged to make sure they know they have to inspect the goods properly before signing.
Customers are responsible for being present for their delivery as freight companies contact customers prior to their delivery day and may advise whether it is an AM/PM delivery. If a delivery fails because there is nobody available to receive it on the day it has been booked or delivery fails for a reason out of our control, then a re-delivery charge of £100 + VAT will be levied for the failure. The delivery will not be rebooked until this charge is paid.
We reserve the right to deliver to the doorstep or curbside should the property not be accessible with a 2-person team and trolley. We request any access issues to be sent to us prior to delivery so we can make the necessary arrangements – should we not be informed of any stairs etc, we reserve the right to deliver to the curbside or charge the unsuccessful delivery charge as noted above.
CAN’T FIND THE ANSWER TO YOUR QUESTION?
Give us a call – we’re ready and waiting to help you.
0208 050 4601
Mon to Fri: 10am – 5:30pm