FREQUENTLY ASKED QUESTIONS
HOW MUCH IS DELIVERY?
Our standard delivery for mainland UK is a Next Day Service* £8.99 per address. We also now offer the “Safe in our Hands” Service for just £9.99 this is a fully tracked hand held service; No Ramps, No Machines – Just Care!
For the Scottish Highlands, some other areas of Scotland, Northern Ireland and offshore islands (click here for a complete list of areas affected and the prices thereafter) the delivery charge starts at £16.99 per address. For all enquiries or help please call 01482 214915 with an accepted payment method or email firstname.lastname@example.org and we will help you through the order process.
UK Mainland Express Next Day*
£8.99 per address
Express Pre 10:30**
£19.99 per address
‘Safe in our Hands’ Express Next Day – UK Mainland Only*
£9.99 per address
Non-UK Mainland & Northern Ireland
£16.99 per address
Republic of Ireland
£19.99 per address
£22.99 per address
We would highly recommend getting in touch for delivery of anything over 5 x 12 bottle cases, pallet shipment is recommended. Give us a call on 01482 214915.
or email us at email@example.com.
* Next Day services available. Subject to availability.
** Express Pre 10:30 service is not currently available to outlying islands and the Republic of Ireland, we apologise.
*** Saturday Service available. Subject to availability. On orders placed pre 13:00 Friday.
HOW LONG DOES DELIVERY TAKE?
If you order before 3pm we will deliver your order the next day for mainland UK*. Saturday delivery services are available** but this must have been selected in the cart, all deliveries attempted on this day will be before 14:00 and can only be guaranteed if the consignment is marked. Orders are dispatched the day of purchase on the service you have selected. Excluding weekends*.
Delivery to the Scottish Highlands, some other areas of Scotland, Northern Ireland and offshore islands (click here for a complete list of the affected areas) can take an extra few days. Should there be a problem with your delivery for any reason we will contact you, or for a clearer estimate on the delivery of your order please call 01482 214915 or email firstname.lastname@example.org quoting your reference number.
Please be advised on certain more exclusive lines or “Rare” items there can be some delays releasing stock from our bonded warehouses – we will contact you if this is the case. This is very rarely an issue and can only result in a couple of additional days of patience, for the products this affects it is well worth the wait.
*Next Day services available. Subject to availability.
**Saturday Service available. Subject to availability. On orders placed pre 13:00 Friday.
WHAT IF I AM NOT IN WHEN DELIVERY IS ATTEMPTED?
Deliveries will usually be made Monday to Friday between 9am and 6pm. If you or the intended recipients are not available, each time an attempt is made, our courier will leave a card at the delivery address confirming that they have tried to deliver. Follow the instructions on this card to rearrange delivery or to collect your products. Two attempts will be made without needing a booking. It is not our responsibility to monitor all cases dispatched (although we make a great effort to do so). In the event one is returned to us having failed delivery we will not be liable for the additional delivery, we will contact you to get the issue resolved.
International delivery services are available on request. Please get in touch for pricing. *Please note due to the structure of many courier services it is likely international shipments will travel on a number of separate company networks. It is vital that the delivery address supplied is accurate and supplied with contact emails and telephones numbers. It is not the responsibility of Winesonline Ltd, if the goods have been sent as per delivery information provided to pay for any recovery / subsequent shipments if goods are lost.
Customs fees, sales taxes, etc., are not included in your purchase price and may be charged by your countries customs office. In some cases, these duties and customs fees are collected by the carrier.
It is your responsibility to investigate the amount of taxes and duties you will owe prior to your shipment. It is also your responsibility to investigate the correct Custom code for the goods you wish to ship. Your customs office has the power to change this code on their own. If you feel that your final code / tax is not correct, then you can contact the carrier and/or your customs office directly to request a review.
If a package is refused due to excessive import fees and duties, you will be responsible for any return shipping fees that the carrier will charge
I CAN’T DECIDE WHAT TO BUY…
Whether you are buying for yourself, for someone else or for corporate purposes, we are here to help, so please get in touch on 01482 214915 or email us at email@example.com for assistance. Alternatively, our Chat plugin is available 9:00 – 18:00 or find us on Facebook or twitter – wearewineonline
CAN I ORDER WINES AND CHAMPAGNES AT THE SAME TIME?
Yes you can. Any combination of wines and Champagnes will get packaged and shipped to your requested delivery address at the same time.
HOW DO I REGISTER AS A MEMBER AND IS THERE A COMMITMENT TO BUY?
There is no commitment to buy from us and membership is free. To become a member of Wines Online – Register an account with us using the login section of the main navigation. By doing so you will automatically get entered into competitions we run to win a bottle or a case of something yummy and be eligible to earn our Reward Points which can be redeemed of future orders.
HOW MUCH IS MEMBERSHIP?
Membership is free. You only pay for what you buy. The more you buy the more reward Points we give you, the cheaper things become.
CAN I SEND A PERSONALISED MESSAGE?
Yes you can. You will be asked in the basket if you wish to send your items as a gift, the cost is calculated for you in the basket page and includes the option to add a personalised message to your consignment.
CAN I COLLECT MY GOODS FROM YOUR OFFICE?
Yes you can, we are always happy to meet our customers – all we ask is you let us check our stocks before you visit to avoid any inconvenience. Not all items are held on site, some do require releasing from our bonded warehouses. Prior to your visit please do give us a call on
01482 214915 or email us at firstname.lastname@example.org. You can find us in the Louis Pearlman Centre, Goulton Street, Hull, HU3 4DL.
It is worth knowing we do offer same-day local delivery, a standard delivery rate will be charged – £7.99 for any amount, click here to see locations covered and full terms.
I HAVE FORGOTTEN MY PASSWORD…
Don’t worry; you can reset your password at the login stage. Enter your e-mail address and click the ‘Reset Password’ icon and we will send you a new one. Alternatively, please call us on 01482 214915 for further assistance.
HOW CAN I CONTACT YOU?
If you have any questions or need assistance in placing an order online, simply give us a call:
To place an order, call 01482 214915
We’re available from:
9.00 am to 5.00 pm Monday to Friday
OR You can email us at: email@example.com
And if you need to write to us then the following address is the one to use:
Winesonline Ltd, Unit 51, Louis Pearlman Centre, Goulton Street, Hull, HU3 4DL.
For all other queries including non-delivery and cancellation please refer to our terms and conditions.