A. Frequently Asked Questions
Here you can find answers to frequently asked questions we hear most often from our customers about products, price lists, purchases, payments, shipping and more. Please note that actions and menus can vary slightly from what described below, between the desktop and the mobile version of our website. If you do not find what you are looking for, you can send us an email directly at the addresses provided or use the form in the contact page on our website.
1) What products do you sell?
Our online store features top quality wines produced by our selected vineyards in Italy and are shipped directly from the producer to us: no middle men!
Our exceptional range of wines are individually tested and selected by our team of experts, carefully evaluated and many critiqued by the top wine critics (see our award-winning product list). This will allow you to know what you are buying, and you have the information necessary to confidently explore and enjoy new wines.
We aim to offer the most competitive prices available on the internet for all our wines. We do not believe in increasing prices so that we can offer huge discounts. We benchmark all our pricing on the leading wine price comparison site, like Winesearcher and Vivino, and you are welcome to compare our prices and let us know if any of them are not responding to the expectations. If we cannot offer a competitive price for a product then generally we do not stock the wine.
2) How do I find them?
All products we offer to date can be viewed directly online at www.vineandcork.co.uk. The home page is the best place to start your shopping experience and there are numerous ways to browse through our products catalogue:
- From the main top left menu CELLAR you can navigate to our complete product range that you can browse to find the product you like .
- Browsing through the entire product range can be time consuming, so one of the fastest way to narrow down your search is to use the 6 quick-access buttons placed below the image slider, named RED, WHITE, SPARKLING, ROSE’, FORTIFIED and SPIRITS. Once clicked, the buttons will take you to the range of products in that category that contains at least 1 product. Empty categories will not be accessible from both menus and quick-access buttons, so clicking them will not generate any redirecting action.
- The same categories can be accessed expanding the CELLAR mega-menu (just hover on the menu) and click on the 7 key product types shown. In the CELLAR mega-menu you could also browse by producer, most popular, award winning, and many other. Just click on the category that best suits your search.
- The home page also features a general search field, at the top right corner. This field can be used to search any wine by typing in a keyword and hit enter or the “search” button. The search will return all the products available in our range that match the keyword. For example, if you type the keyword “Barbera” the search will display all the Barbera wines offered from the entire product range.
- All product pages can be further filtered using the filters bar or the category drop-down list on the left-hand side of the page.
These search options are dynamic; they only display what is actually available in our product list and relevant to your first selection. So, if you click on Red / Piemonte, you won’t find “Raboso” for example, but only the red wines made in the Piemonte. When you have finished a search and wish to start another one, simply click the “back” button in the top left of your browser or use one of the search methods described above.
Having narrowed the search according to your criteria, the wines will be displayed in price ascending order. You can reorder in price descending order, by popularity, by rating, and many more criteria by clicking the drop-down sorting menu in the top right of each product page.
For detailed information on a particular product that you cannot find on our site, you can send an email enquiry to firstname.lastname@example.org.
3) How can I save products for later use?
If you would like to simply note down wines that you might like to purchase at some later date, then the best thing to do is to click on the “Add to Wish List” (heart-shaped) button next to each product, where available. This will be saved even if you do not register with us, provided you accepted the cookies from our website. When you return you can access your Wish List simply by clicking on the Wishlist menu at the top right of any page. The Wish List will then be displayed on a separate page. Please note though that if your internet security software is switched to Cookies Disabled, the Wish List will not be able to remember items added to it.
1) How can I select product to buy?
All products to be purchased must be added to the shopping “Barrel” (our customisable shopping cart) before you can process the order. This can be done by pressing the “Add to Barrel” button in any of the 3 product view mode: QuickShop, wine card page or product list view (hovering on the thumbnail image).
In product QuickShop view mode or in each of the wine card page, you can also edit the quantity (in bottles) of each product by entering the number in the box or pressing the up/down arrows. By default, the minimum initial quantity of each product is displayed.
Once your product selection is completed you can:
- Review the content of your Barrel by hovering on the on the barrel icon in the top right of any page to see the drop-down list, clicking the “Barrel” button in the drop-down list or simply clicking on the “View Barrel” button at the top of the product page or list. Any of these actions will take you to the dedicated page summarising the content of the Barrel.
- Remove content of your Barrel by clicking on the “X” next to each product in the drop-down Barrel list or using the bin icon in the Shopping Barrel page.
- Proceed to the checkout page by clicking the Checkout menu in the top bar, the Checkout button in the drop-down Barrel list or the Proceed To Checkout button in the Shopping Barrel page.
Your selections in “My Barrel” will stay there until you delete them. So, you can log off and return to finalise your wine purchase at a later date. Please note that if you are not logged in, or do not have an account registered with us, and you delete your browsing data, your shopping Barrel will also be deleted, and you will lose all its content.
2) How do I complete a purchase?
Please note that you will need to register your details and password, creating an account within the e-shop, in order to complete purchase. Registration is quick and easy, and without obligation, and your details and addresses will be conveniently remembered for the next purchase, so you won’t have to enter them again. If you already have an account with us, you will only need to enter your e-mail address and password to continue. This will then pre-fill most of the checkout requirements for you based on the information supplied during previous orders or the details stored in your Vine&Cork account.
3) Is there a minimum purchase on Vine&Cork or quantity restrictions?
Yes. The minimum order quantity is 6 bottles from any producer. Also, in order to simplify and reduce order processing and shipping time, each order can only contain a total bottle quantity multiple of 6. For the same reason some products can only be purchased in complete cases (of minimum 6 bottles), as clearly indicated in the product price box by the “Case Only” purchase option. All other products that are not Case Only can be purchased individually to reach either the minimum or the multiple total order quantity. These products are clearly indicated in the product price box as “Mix & Match” purchase option.
All Product prices shown are inclusive of VAT and Import Duties but exclude Shipping charges or bulk order discounts, that will be calculated accordingly at the checkout stage.
4) Can I cancel or amend an order?
If, after placing an order, you wish to make changes, please contact Vine&Cork using the contact details provided on your order receipt email, as soon as possible to confirm the changes can be feasibly made. Please note that changes to your order may result in price alterations. Once changes have been confirmed to be feasible, Vine&Cork will generate a new order confirmation notification and invoice which reflects any amendments.
An order cannot be amended though, if that order has already been dispatched. In such an event, you will need to cover the cost of returning the unopened products back to Vine&Cork. We will then arrange to send out the amended order after receipt of the returned order Products.
1) Are my payments secure?
Customers take a leap of faith when making an online purchase. All payments to Vine&Cork are secured by our merchant payment provider UTP, one of the leading payment service providers in the UK and a fully approved Level 1 payment service provider, which is the highest level of compliance. The payment gateway is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS) and adheres to the standards set by them as managed by the PCI Security Standards Council, that defines card industry global regulation. Vine&Cork is also PCI DSS compliant and approved. Your payments and personal information is secure at all times!
2) What payment methods do you accept?
We accept direct bank transfer or all major debit and credit card (JCB, Maestro, MasterCard, Diners Club, and Visa). Unfortunately we do not accept American Express cards.
3) Can I pay after delivery?
Unfortunately, this method of payment is not accepted. Before an order can be confirmed and processed the payment method used at the checkout must be verified and full payment in cleared funds successfully received.
E. Shipping and Delivery
1) Which countries do you deliver to?
At the moment we ship in United Kingdom territory only. But if you would be interested in another country of the shipment, please contact us directly to confirm the service, by writing to email@example.com during office hours (Mon-Fri 9:00am/12:30am – 1:30pm/5:00pm).
2)Who delivers for Vine&Cork?
We use APC Overnight for all our deliveries. They provide a fast and reliable delivery service and all the tracking facilities electronically.
3) Can you deliver to third parties address?
Yes, you can always enter a shipping address (your office, your next-door neighbours, your friends, etc.), which can be different from the invoicing address (your home address, for example) by ticking the “Deliver to a different address” option at the top right of the Checkout page. Please note that we only accept orders for delivery to physical addresses.
We do not accept orders for delivery to P.O. boxes.
4) What are your delivery charges?
Our Standard delivery charges are £7.99 on all orders below £150 for UK mainland only. For the same area FREE shipping is offered on all orders above £150. For delivery charges in all other areas and postcode information please see our Shipping and Delivery policy.
You can verify shipping costs directly on our website, proceeding to the simulation of the order. In the Barrel page, once you picked your wine (remember that you must order at least no.6 bottles), you can use the “calculate shipping” feature and input postcode and town to verify shipping costs and any charges additional to the price of the wine indicated.
5) Do I have to pay the carrier anything?
No, the cost of shipment is listed with each order, calculated and paid for at the time of checkout when you place the order. Please note though that in occasional circumstances an extra delivery charge may become payable if no-one is present repeatedly to accept delivery and either you haven’t provided alternative delivery instructions or else you don’t make reasonable efforts to collect the item from a holding depot.
6) How long will my order take to arrive?
Our standard delivery service to all UK Mainland addresses takes 2 to 3 working days (Monday to Friday) from the time the order has been processed. Deliveries to the Scottish Highlands, Northern Ireland and British Islands can take an extra 2 to 3 working days. We do not deliver to the Channel Islands. Alternative weekend, express or named day delivery services may be available, depending on the delivery address and postcode. Please see options provided during the checkout procedure after you have confirmed the shipping postcode. For more details times please see our Shipping and Delivery policy.
7) Can I track my shipment?
Once your order has been completed and shipped you will receive a confirmation email with consignment number and tracking link you can use, to monitor the status of your delivery at all times. The APC Direct app is also available for download from iTunes and Google Play App Stores and can be used for parcel tracking and delivery purpose.
8) What if no one is home to receive the shipment?
If you are unavailable at the time of delivery the courier will leave you a “Sorry we have missed you” card, with further instructions on how to retrieve your parcel. You will be able to either reschedule the delivery for a date you are in or to collect it from your local depot (please call your local depot to verify that the item has arrived back there before going to collect it).
If you become unavailable after you ordered the goods, but they have yet to be delivered, please follow the tracking link received with the order completion email and use the “Reschedule Delivery” option on the courier’s website to rearrange the delivery.
If at the time of order, you need to specify any special delivery requirements, please authorise the sender by detailing such requirements in the Order Notes field on the checkout page (alternative safe place, leave with a neighbour, etc.).
IMPORTANT NOTE: if a request is made for wine to be left unattended we cannot be held responsible if the wine goes missing after the courier has delivered it.
9) Can a person under 18 years of age receive the shipping?
No, in compliance with the current laws and regulations on alcohols and spirits purchase, Vine&Cork does not sell wine nor spirits to anyone below the age of 18 and also the receiver of any Vine&Cork parcel shall be over the legal age limit. Our website www.vineandcork.co.uk is also limited to people that are 18 years old and over.
F. Return and refunds
1) Can I return the products for any reason?
In line with Consumer Contract legislation, if you change your mind about the order within 14 days, you are entitled to a refund if you return the goods as they were delivered, unopened and within 30 days of the delivery date. Although we will aim and do our best to refund you the total amount of your order, depending on the reason for the return, you may not be entitled to a full refund of postage fees.
Please note that if products have been opened, or are in an un-re-saleable condition, and there is no fault with the goods, and they were described to you correctly at the time of placing the order, you will not have a right to a refund.
2) What if the goods are faulty or damaged?
For a faulty product purchased through Vine&Cork website, provided it is still within the recommended drink date and it has been stored in suitable conditions and we receive sufficient evidence of any of the above, your legal statutory rights entitle you to either a replacement or a refund of the products in question. In this case please contact immediately our customer sales team on the email address provided with you order, and they will be happy to guide you through the return procedure. Please note that if we or the supply party cannot find fault with the Products, you may be liable to pay postage fees associated with returning the products to you.
For items delivered damaged, cracked or stained by any leakage from broken bottles of wine, please reject the shipment to the sender via the delivery courier and Vine&Cork will take care of the return. If the shipment is composed by more packages and not all of them are damaged, please refuse only the damaged packages to the sender signing the bill of the courier with “conditional” or “with reserve” and get in contact with us using one of the contact methods provided on your order receipt. We will arrange to replace the damaged items for you if in stock or contact you directly to find a solution with an equivalent or higher value product for the replacement.
Unless your return is related to a defect or quality issue of the product, no product will be accepted as returned if there is evidence of the cork or stopper being opened or tampered with in any way.
When returning any of our product we recommend retaining the original packing which is guaranteed for safe transport and reuse it to send the goods back to us. Products damaged as a result of insufficient care in packaging by you will not be eligible for refund or return.
1) How can I get an invoice for my order?
An electronic copy of the invoice for your order will be emailed to you with the confirmation of dispatch. You will be also able to view and download a PDF copy of your invoice at any time by logging in to your Vine&Cork account, under Orders, using the feature provided on our website.
2) How and who can I contact in case of any query?
For any information or query on your order, you may contact our Customer Service team via e-mail at firstname.lastname@example.org or using the form provided in the contact section of our website.