ORDERING ONLINE - FREQUENTLY ASKED QUESTIONS

Do you have a minimum order?
We have no minimum order. You can buy anything from a single half-bottle upwards online.
Are the prices and offers the same on the website as they are in the store?
Most of our prices are the same whether you buy in-store or online. However, we do occasionally offer exclusive deals to our online customers. Look out for these, they always offer fantastic value.
Do you offer a case discount?
We do not offer discounts on mixed cases online, but we do offer special prices on whole (unsplit) cases. These represent great value, with savings of 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 possible. Errors do occur, however, and in the unlikely event of an order being placed for a wine which subsequently turns out to be out of stock, we will either try to obtain some more for you, or offer a full refund or replacement of the same or greater value.
Are the photographs on the website of the actual bottles I will receive?
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. Labels are often redesigned and we will also often use the same photograph to represent all the different vintages or minor variations of a particular wine.
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 get in touch via or call us on 020 7371 2121. Depending on the wine, we can often order additional quantities for delivery within a few days.
Do you sell gift vouchers?
We do not currently sell gift vouchers online. You can order these by calling 020 7371 2121. Alternatively, we offer a number of pre-packaged gifts online, and we sell gift packaging that you can add to your order. You can also specify a gift message at the checkout stage.
When will my card be charged?
We take payment as soon as you complete your order online.
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 we will send these out too, but you will be given the option to unsubscribe in every e-mail we send. We will never give your personal information to a third party.
How do I cancel, amend or return my order?
Once your order has been placed payment will be taken immediately and the order submitted for processing. If you wish to cancel or amend your order you must or call us on 020 7371 2121 as soon as possible. Once your order has been scheduled for despatch you may incur additional delivery charges if you wish to make alterations. You may still cancel your order and receive a full refund, less any delivery charges, up to seven days after delivery. The refund will be given to you as soon as the goods are returned to us in a saleable condition. You will be liable for all transport and delivery costs.
My order is a gift, can I add a message and gift packaging? Is the price shown?
We sell wooden gift boxes to hold various numbers of bottles and if you add these to your order we will make sure the wine is sent out packed in them. At the checkout stage there is the option to add a gift message, which we will print on to a card and attach with your order. No pricing information is included with any delivery of wine - your receipt is e-mailed to you.
How much do you charge for delivery and who delivers it?
Our delivery charges depend on a combination of the delivery address postcode and the number of bottles ordered. For deliveries within our own catchment area of central and west London, we offer free delivery for orders of 12 or more bottles or those that are over £100 in value, otherwise we charge a flat rate of £6.95. See our delivery charges table for a list of postcodes covered by this area.

For delivery to most of the rest of the UK mainland we offer free delivery on orders that are over £200 in value, while for orders under £200 we charge as follows:

£6.95 for 1-2 bottles.
£8.95 for 3-12 bottles.
£12.95 for 13+ bottles.

Delivery charges to northern Scotland, UK off-shore islands, Northern Ireland and the Isle of Wight are calculated differently.For full information, including a list of which postcodes are included in which zone, see our delivery charges table.

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

Do you deliver outside the UK mainland?
We currently only accept online orders for delivery on the UK mainland. If you wish to enquire about delivery elsewhere please or call us on 020 7371 2121 for a quote. Please bear in mind that our minimum order for international delivery is £1000.00.
Can I order online to collect from the store?
Yes, you can choose to collect your order from the store at the checkout stage. Please bear in mind that some wines may take up to two working days to be transferred from our warehouse, so please call the store on 020 7371 2121 if you are planning on coming in sooner.
When will my order be delivered?
We aim to despatch your order within two working days of receiving it, with delivery normally being made the following working day. Delays do occur however, so please allow up to five working days for delivery.
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 to protect against this. If the original packaging is deemed by us to be secure enough, however, we will 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.
You attempted to deliver but I was out. How can I rearrange delivery?
If you received a card from our courier you must 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 call the store on 020 7371 2121 and we will set up a convenient time to redeliver.
I ordered tasting tickets but have not received anything. When will they arrive?
We do not send out physical tickets for our events. If you booked tickets online your name will be added to the guest list for the relevant event. The e-mailed receipt for your order acts as your confirmation so you may want to bring it with you to the tasting.
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 then call the store straight away on 020 7371 2121 to notify us of the breakage. We will endeavour to send out a replacement or organise a refund as soon as possible.
I received a different vintage 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 comparitively 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 the incorrect vintage please or call the store on 020 7371 2121. We will then either offer you the correct vintage as a replacement (if still available) or collect the wine and issue a full refund.
The wine I ordered is faulty. Can I return it?
In the event of a wine being corked or otherwise faulty we will offer a full refund or replacement once the wine is returned to us for testing. 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 responsible for all transportation costs.
How can I keep up-to-date with all your latest news, offers and tastings?
We send out regular news, offers and tastings via e-mail. Please use the subscription form to sign up. 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 or check out our blog.
How can I contact you or get advice?
Please see the contact us page for information on how to get hold of us. If you have a question about wine in general, try our wine advice page - we'll try and answer questions on anything as soon as we can.

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