Covid 19 Delivery Information
*Please note: We are currently experiencing a large increase in orders. Due to this, and to maintain a safe working environment for our staff, our standard delivery time is now up to 7 working days. In most cases, we’ll get your order to you sooner, but please bear with us during these unprecedented times. If the delay is going to be longer, we will contact you to let you know as soon as we can. Thanks for your understanding and stay safe!
Our Free Local Delivery service (Torquay & East Devon areas) is usually next day. We will be with you as quickly as we can – there may be a slight delay if we are awaiting stock or have a lot of orders, so please bear with us! Please note: our local delivery service is currently operating Tuesday to Saturday.
1. How much is Delivery?
1.1 Our standard delivery cost starts at £9.99 per order with no minimum purchase. If you order before 3pm, subject to stock availability, we will try our utmost to get your order to you by the next working day*. This is not a guaranteed service. We encourage you to leave an email address to receive tracking information which will enable you to manage your delivery.
If your order value is more than £40 and you live in the Torquay to East Devon areas, we provide free delivery, either with one of our drivers or with our preferred courier so tracking might not be available. Free local delivery is Tuesday to Saturday.
We regret we cannot currently fulfil orders through the website for delivery outside of the UK, Ireland and Channel Islands at the moment but it is something we are looking at. If you require a delivery to Mainland Europe, please contact us directly for a quote.
Large Volume Orders – some very high volume orders may be better delivered on a Pallet.
1.2 Goods may only be signed for by persons over the age of 18. Our couriers may ask for ID if you appear to be under 18 and may refuse to deliver if suitable ID cannot be provided. Goods can be left unsigned but you must specify this on your order with instructions where to leave the goods and this is at your own risk.
1.3 You can choose to have your order delivered to an address other than your billing address, such as your place of work or to a friend or relative. Simply add an alternative shipping address when placing your order. We are sorry but at present, we do not have the facility on the website to offer to ship to multiple addresses. If you do want service, please contact us to arrange.
1.4 You can check your orders progress specifically by using the tracking number provided on the ‘Order Shipped’ email you will receive. Once your order has been dispatched from our warehouse we will send you a Dispatch Email with a tracking link so you can follow its journey.
1.5 If no one is available to meet the courier, the courier will leave a card to say they have been. They will re-attempt delivery twice more on consecutive working days at no extra cost. If they are still unable to deliver, they will leave a card with contact details. Alternatively, you may authorize the courier to leave the order in a certain place. There is a delivery notes section in the shopping checkout where delivery instructions can be left should you or the parcel recipient be out. Let us know if you want the courier to leave your order in a certain place (e.g. at the back door or in shed etc).
Amendments to the delivery address cannot be made without the permission of the consignor. Amendments that are made to the delivery address that means a change of delivery depot will incur a charge and is dependent on the area.
If a request is made for a parcel to be left unattended we cannot be held responsible if it goes missing after the courier has delivered it. We are under no obligation to compensate for goods missing if a request to leave unsigned has been made.
If the couriers are unable to deliver after several attempts and have not had any instruction from the customer (the purchaser of the goods), the item will be returned to us at the expense of the purchaser of the goods and subject to either re-delivery cost or cancellation of the order.
At peak seasonal times it could be several days before we are made aware of this and you risk the gift being circulated in a system of thousands of parcels before we are able to get it back.
We will do our utmost to adhere to our despatch and delivery deadlines. Should any problems occur during the delivery process – i.e. traffic or weather issues – and the delivery not be completed the next working day, we cannot be held responsible. We will try and inform you if we are made aware of any issues with your delivery, but at peak times small issues can take much longer to resolve. We implore you not to leave a special gift order or wine for an important occasion to the last minute as we want to make sure the ordering and delivery process is stress-free for you and us and to give us time to resolve any issues where we can.
1.6 If you are sending a gift, please provide as much detail for delivery as possible. The delivery information (i.e. tracking number) will be sent directly to the email address and telephone number you provide, so please check this. Please ensure the recipient will be able to receive the gift delivery.
2. Our Delivery Partners
2.1 Our delivery partner is UPS.
2.2 Please remember, Couriers are the link between you and us and we do not own that link, nor can we directly control what happens within it. In the vast majority of cases our customers have no issues with deliveries but in a small percentage of cases, problems do arise. We will do our very best to address those problems for you where we can and we regularly review the service we are getting from our trusted partners and follow up issues where appropriate.
We guarantee your satisfaction with our products. However, in accordance with the UK Online and Distance Selling Requirements, you are entitled to cancel your order at any time within 14 working days of receiving your goods. The cancellation period ends on the expiry of the period of 14 working days beginning with the day after the day on which you received the goods.
If you wish to cancel an order under these terms, first contact us by email or phone and we will arrange a collection.
Please return your product unopened in its original state and securely packaged within 14 days of receiving your parcel and a full refund will be issued minus the delivery and collection costs. Shipping and handling charges are NOT refundable unless the goods delivered were incorrect, damaged or faulty. (This does not affect your statutory rights in the event of faulty goods). If you wish to return items for any other reasons, these cases can be reviewed on an individual basis, so please email or call to discuss. Unwanted items that arrive back to us damaged that have not been transported using our approved courier collection or drop off service will not be refunded.
Smaller orders may now arrive using our new “air pack” system. This is essentially an inflatable bag inside a box that protects the bottles during transit. Airpack System is not only much better for the wine – it’s better for the environment too! The bag and box are 100% recyclable, have a low PET rating and are reusable. They comply with ISO 9001 – environmental commitment. Yeah