DELIVERY FAQ

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.

To most UK mainline addresses.

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.

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

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.

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 sales@oursommelier.com 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.

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.

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

Unsuccessful Deliveries:
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.

Please note

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.