Personalised Wines and SPirits

• Age Restriction
  Due to the Licensing Act 2003, we cannot sell alcoholic products to anyone under 18. For this reason, we may refuse an order or refuse to make a delivery at our discretion. By placing an order you confirm that both you and the person the order is to be delivered to, are aged 18 years or over.
• Price
  Prices of goods shown before total include current VAT rate. The postage and packaging amount will be shown at the checkout stage.
• Delivery
  We will deliver the Products ordered by you to the address which you give for delivery when you make your order. If any of the details you have given us in your delivery address are incorrect, we are not liable for any items which have not been received.
  
  You may specify a delivery address which is different from your billing address, if, for example, you would like us to deliver the Products directly to a friend, a relative, or to your place of work.
  
  We do not deliver outside of the UK, Northern Ireland, the Scottish Highlands or “The Islands” which include the Channel Islands, Orkney etc.
  
  Orders placed before 2pm will be delivered within 2 working days. Orders placed on before 2pm on a Thursday you will have the option to select from a standard 2 day delivery option which means your order will arrive on the following Monday or for a Saturday delivery an additional cost applies.
• Cancellations
  Unfortunately we cannot guarantee that we can change or cancel any orders for Wines & Spirits. This is because the order may have already been processed and on its way to the recipient.
  
  If you do need to cancel or change an order please contact us as soon as possible. This will make it more likely that we will be able to fulfil your request.
  
  Please contact our Customer Service team on 0845 4500 100 (or +44 20 7803 0390 if outside the UK) and we will do our very best to help.
  
  Customer Services can also be contacted using our Contact Form. However, for all changes to Wine & Spirits orders we would advise that you call us so we can help with your query right away. Emails are answered during business hours in the order they are received. It is therefore possible that your order may have already been sent, and any requested changes will not be possible.
  
  We reserve the right to cancel your order at any time and issue a full refund. The provisions of this clause do not affect your statutory rights
  
  Please note: In order to provide a fast service products are immediately sent for production. Please check your order on screen and the confirmation email carefully as we cannot refund products which have been mis-spelt. You may make changes up until the status of your order remains in a “received order” state.
  
  If you return an item because of an error on our part, or because it is defective, we will happily refund the full value of the item and your costs in returning it to us. You can contact our Customer Service department for a freepost returns address.
• Faulty item and Returns
  If the item you received is faulty or damaged during delivery or you have received the wrong item please contact our customer services team quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. If the item is faulty, please return it to us within 30 days of receipt. Refunds cannot be given if the fault is as a result of misuse.

Placing your Order

• Orders placed Monday to Friday before 2pm can be tracked online after 5pm the next working day.
• All Wines & Spirits are sent by Royal Mail Tracked which aims to deliver in 2 working days.
• Royal Mail advise that although 95% of orders will arrive in 2 working days the other 5% can take up to 4 working days.

Delivery Times

• All deliveries for Wine & Spirits will be made by Royal Mail Tracked.
• Deliveries (Mon – Sat) will be made between 9am – 5pm.
• Currently, we do not offer a timed delivery service or Sunday delivery.

Delivery Exclusions

• Wines & Spirits can only be delivered to addresses in mainland UK.
• Allow 3 -4 working days for deliveries to Northern Ireland, The Channel Islands and areas of the Scottish Highlands.
• We do not deliver on Sundays, Bank Holidays and Christmas Day.

Delivery Costs

• Royal Mail Tracked (Monday – Saturday) £6.00 delivery cost
• There is no extra cost for up to 2 bottles if all are despatched on the same day to the same address.

Delivery Procedures

• If customers include details of a Safeplace which will only be used if the parcel cannot fit through a letterbox and there is no one at home. The postman will complete and leave a “Sorry You Were Out Card" detailing where the goods have been left.
• If the recipient is not home and the item is too big for the letterbox, Royal Mail will leave an easy to understand ‘Something for You’ card which is posted through the letterbox, to notify the recipient of an attempted delivery. They then have the option to call or go online to arrange a redelivery on a specified day of their choice, or collect the item themselves.
• Please do not include requests for a specific delivery time. We do not offer this service, and cannot guarantee to fulfil your request.
• Packages can only be delivered to offices where it can be signed for.

Alcohol Legislation UK

Licensing Act 2003: it is an offence for any person under 18 years to buy or attempt to buy alcohol. For this reason, we may refuse an order or the courier may refuse to deliver at their discretion. By placing an order you confirm that both you and the person the order is to be delivered to is 18 years or over.

Cancelling an order

Unfortunately we cannot guarantee that we can change or cancel any orders for Wines & Spirits. This is because the order may have already been processed and on its way to the recipient. If you do need to cancel or change an order please contact us as soon as possible. This will make it more likely that we will be able to fulfil your request.

Please contact our Customer Service team on 0845 4500 100 (or +44 20 7803 0390 if outside the UK) and we will do our very best to help. Customer Services can also be contacted using our Contact Form. However, for all changes to Wine & Spirits orders we would advise that you call us so we can help with your query right away. Emails are answered during business hours in the order they are received. It is therefore possible that your order may have already been sent, and any requested changes will not be possible.