Your Questions Answered

Do I have to order a minimum amount?
How do I place an order?
How can I pay?
How do I know my payment card and personal details are secure?
I would like to buy wine to lay down for a number of years. Is it possible to buy wine from you and keep the wine in bond until I need it, or it is ready for drinking?
What happens if I have a complaint?
What are your delivery charges?
When and how do you deliver?
What if some of the bottles are broken on delivery?
Can I collect my wine from your warehouse?
What happens if my order does not turn up at the appointed time and day?
Once I have received confirmation of my order or taken delivery of the wine, can I return it?
What if the wine is faulty?

Purchase

Q Do I have to order a minimum amount?

A No, there is no minimum order. However, our secure online shopping system only deals with complete cases of wine, so when buying online the minimum order is 12 bottles. If you require less than 12 bottles, or a special mixed case of wine please contact us by telephone.

Q How do I place an order?

A Ordering wine from us couldn't be simpler. The easiest way to place your order with us is through our secure online shopping system or over the telephone. We are also happy to accept orders by fax or email, but you will need to send us a completed order form with details of your order and delivery address.

Q How can I pay?

A Paying for your wine is also simple. You can choose to pay by credit/debit card or cleared cheque. If you prefer to pay by credit/debit card you can choose to use Switch/Solo, Visa/Visa Electron or Mastercard/Maestro. If you would prefer to pay by cheque, then just pop the cheque made payable to "Decanter Wines Limited", together with a completed Order Form in the post. Remember to write your cheque card number and expiry date, as well as your address, on the reverse of your cheque. If send us an order form, we will contact you to confirm your order.

Q How do I know my payment card and personal details are secure?

A As a company that does business over the Internet, we understand the importance of security. That's why we use highly secure facilities to give you confidence when using your payment card, and when you give us personal information, such as your address or telephone number.

We use Secure Sockets Layer (SSL) technology to encrypt your details whilst they travel from your computer to our system. Also we do not retain your payment card details after your purchase has been completed.

You can verify that your details are secure. Every time you fill out personal or payment details on our site, your browser is switched to 'secure mode', to encrypt the information that you send to us. You can see this by looking at the beginning of the address in address bar at the top of your Internet browser, where the normal http:// will change to https:// when in secure mode. You can also verify you are in a secure part of our site by looking at the bottom bar of your Internet browser. You should see a closed padlock that looks like one of these:

Internet Explorer Secure symbolMicrosoft Internet Explorer
Netscape Navigator Secure symbolNetscape Navigator

Q I would like to buy wine to lay down for a number of years. Is it possible to buy wine from you and keep the wine in bond until I need it, or it is ready for drinking?

A Yes, we are able to offer our wines at duty paid or in bond prices. We can also arrange preferential storage rates for both duty paid or in bond wines for our customers. Please contact us for further information and a quote. If you already have wine in bond elsewhere and wish to transfer your stock to our bonded warehouse, please let us know. This service, however, is only available to those who have already purchased wine from our wine list.

Q What happens if I have a complaint?

A Obviously we hope that you don't have any reason to complain about our service, but should you have any problems at all, then please contact us immediately by telephone or email. We want to ensure that you are happy with our service and the wines we provide and we will try to resolve any issues immediately. If you have any particular ideas or suggestions on how we can improve our service, we would also be pleased to hear from you.

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Delivery

Q What are your delivery charges?

A Delivery charges to mainland England, Scotland and Wales are as follows (for delivery to Northern Ireland, Isle of Wight and Scottish Islands please contact us):

Up to 36 bottles: £11.75 inc VAT (i.e. three standard cases of 12 bottles).

Each additional 12 bottles (or part thereof): £3.53 inc VAT.

Q When and how do you deliver?

A Once we have received cleared payment, your wine will be delivered within five working days. Our couriers deliver between the hours of 0900-1700 Monday-Friday. Please make sure you advise us at the time of ordering of your complete contact and delivery details and let us know if you would like our couriers to contact you ahead of delivery so you can ensure someone over 18 years old will be available to accept the wine, as it will have to be signed for. If, once you have agreed a delivery time with the courier you are unable to keep to the arrangements, do be sure to let the courier know because if the courier has to make a return visit, they may charge you an additional fee.

Q What if some of the bottles are broken on delivery?

A Please let us know immediately if there are any breakages. The courier will need to return the complete case, including the damaged contents, in the original box to avoid further breakages. Once you have signed for the delivery however, the responsibility for the wine is yours.

Q Can I collect my wine from your warehouse?

A Yes, as long as we have 24 hours notice to prepare your order, you can collect your wine from our warehouse. Our warehouse is in Twickenham, West London, and is open for collection from 0900-1700 hours Monday-Friday. You can also collect your wine from our office in Leatherhead by prior arrangement, but we do not normally hold stock at our office, so please be sure to contact us first to avoid disappointment.

Q What happens if my order does not turn up at the appointed time and day?

A Decanter Wines Limited does reserve the right to limit any responsibility or liability for non or part delivery of your order unless:

i) you contact us within 48 hours of receiving part delivery of your order,
ii) your entire order fails to arrive within 28 days of the confirmation that your order has been accepted and processed.

Once we have been notified, we will deliver replacement wine to you, or at our discretion, credit your account with the value of the wine not delivered.

Q Once I have received confirmation of my order or taken delivery of the wine, can I return it?

A If you cancel your order before it is dispatched from our warehouse, we will reimburse you in full.

Once you have taken receipt of the wine, you have seven days in which to return it to our warehouse unopened and complete with its original packaging. When you choose to exercise the right to cancel your order under these circumstances and the goods are not deemed to be faulty we are, however, unable to reimburse the delivery or collection fee.

Q What if the wine is faulty?

A Please inform us within seven days of your receipt of the wine if you are not happy with it. Obviously we hope that you do not experience any problems with our wine, but inevitably the occasional bottle of wine may be faulty in some way. If this is the case, then of course we will either refund the whole case, or offer a replacement once we have taken receipt of the remaining bottles, unopened and intact in their original packaging, at our warehouse. Only in the case of faulty wine will we refund delivery and collection charges. We are sorry but we cannot be held responsible for wine which deteriorates as a result of unsuitable storage after delivery.

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© 2003-2008 Decanter Wines Limited, Leatherhead, Surrey
Telephone: +44 (0)1372 376 127 Fax: +44 (0)1372 386 615