Shipping policy

Dispatching

Dispatch Information (Excluding Christmas & New Year)

All of the above days/times are stock permitting. Excludes bespoke wine racking and wine refrigeration cabinets.

Shipping

Here at Wineware, we use various couriers and services depending on the size and weight of your goods and the delivery destination.

Our current couriers include Royal Mail and DPD Local. Find out what happens once you place your order with Wineware!

1. Delivery Charges

All prices stated on our website are exclusive of delivery charges. These will be added to the order total in the checkout area (if applicable). FREE Standard Delivery for orders over £50.00 with deliveries to UK Mainland (excluding some postcodes).

Delivery - UK Mainland ONLY (Excludes Traditional Wine Racks)

Once you have selected your desired product(s) and quantities, non-UK Mainland delivery prices are automatically calculated in the checkout area.

Pre-12 Noon Delivery

Our Pre-12 Noon delivery service is available for £16.95 for orders placed online before 3:00 PM on any working day (Monday > Friday). Our Pre-12 Noon deliveries will be delivered between 8:00 AM and 12:00 PM. This service is only available for selected UK mainland delivery postcodes; if we cannot deliver to your postcode, we will contact you regarding the delivery.

Please Note: If selecting the Pre-12 Noon Delivery option on a Friday, your delivery will be on the next working day.

Saturday Delivery

Our Saturday delivery service is available for £16.95 for orders placed online before 3:00 PM on the preceding Friday (provided it's a working day). Our Saturday deliveries will be delivered between 8:00 AM and 6:00 PM. This service is only available for selected UK MAINLAND delivery addresses; unfortunately, we cannot offer this to the following postcodes:

AB30 - 38, AB44 - 56, FK17 - 99, G83, IV1 -28, IV30 - 39, IV52 - 54, IV63, KW1 - 14, PA21-33, PA34 - 40, PH18 - 26, PH30, PH31 - 41, PH49 - 50. HS1 - 9, IV40 - 51, IV55 - 56, KA27 - 28, KW15 - 17, PA20, PA41-49, PA60 - 78, PH42-44, ZE1-3.

Please Note: If we cannot deliver to your postcode, we will contact you regarding the delivery.

Traditional Wine Racks

The delivery charges on all 'Traditional Wine Racks' are for the UK Mainland ONLY. Regardless of size, quantity or weight, we charge a standard £23.95 for delivery. We reserve the right to add a supplementary charge to cover additional delivery costs on larger, heavier wine racks. Parts of Scotland, the Scottish Highlands & UK Islands may incur extra delivery costs, but we'll contact you if required. Our made-to-measure wine racks can usually take around 2 > 4 weeks (28 days) to be delivered from the date of order & if any delays occur, we will contact you at the earliest opportunity. They are delivered Monday to Friday.

Types of Delivery

We deliver our goods during the week, Monday - Friday, from 8:00 AM to 6:00 PM (excluding public/bank holidays) and on a Saturday at an additional cost (8:00 AM to 6:00 PM, excluding public/bank holidays).

Standard Delivery: This service usually takes up to 3 working days, but it may take longer during busy periods (e.g. Christmas). In addition, your goods may require a signature; therefore, an alternative delivery address may benefit your goods without any delays.

DPD Express Delivery: This service is usually the next working day (but may take 1-2 working days). You will receive a 1-hour delivery window via text message/email notifying you when your parcel will be delivered. To confirm that your parcel has either been delivered or left in a safe place with a neighbour, DPD will take a photo of the parcel at the relevant destination. Your goods may require a signature; therefore, an alternative delivery address may benefit your goods without delays.

Saturday Delivery: This service is for delivery on Saturday, and your goods may require a signature.

Whilst we will endeavour to deliver your products as soon as possible, we will not be liable for any failure to deliver within the 'Express' or 'Standard' delivery times stated above due to circumstances beyond our control.

Please Note: Delivery times may be slightly longer for parts of Scotland, the Scottish Highlands & UK Islands.

We will notify you if delays are anticipated. If we cannot deliver your order within our recognised delivery times, we will inform you and offer you the right to cancel the order.

Any times specified for the delivery of the goods are approximate only. We shall not be liable for any losses, costs, damages, charges, or expenses caused by any delay in delivering the goods. If our suppliers or we are temporarily out of stock, we will notify you of this position after your order is placed as soon as possible.

We reserve the right to pass on any subsequent delivery charges incurred for additional delivery attempts and redirection charges should the recipient be unavailable to sign.

2.1. Other UK Prices from and Approx. Delivery Times

Scottish Highlands postcodes: AB31, 33-38, 41-43, 44-56, FK17-99, G83, IV1-28, IV30-39, KW1-14, PA21-33, PA35-40, PH18-26, PH30-42

Scottish Islands postcodes: HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA34, PA41-48, PA60-78, PH42-44, ZE1-3

Please Note: The above 'Other UK Delivery Times' also shows the 'price from'; this is the minimum delivery cost. The delivery price will automatically be calculated and shown at checkout when adding items to your basket. The 'Days App.' is the approximate working days delivery from leaving our UK warehouse.

2.2. Europe Prices from and Approx. Delivery Times

EU Orders (VAT, Customs & IOSS)

Orders shipped to EU countries are sent from the UK, which means they may be subject to EU customs procedures.

To make this as smooth as possible, we use the IOSS (Import One-Stop Shop) scheme for eligible orders.

What this means for you

For most EU orders under €150, VAT will be charged at checkout (at your local EU VAT rate). This means:

• VAT is paid upfront
• Your parcel should clear customs more smoothly
• You should not receive an unexpected VAT charge on delivery

Orders over €150

If your order is over €150, IOSS cannot be used. In this case, your order may be charged:

• Import VAT
• Customs duties (depending on the product type and country)
• A handling/clearance fee from the courier

These charges are set by local customs authorities and couriers and are payable by the customer upon delivery.

Please note

Customs processes and fees can vary by destination country and carrier. If you have any questions before ordering, feel free to contact us and we’ll be happy to help.

Please Note: The above 'Europe' chart shows the 'price from'; this is the minimum delivery cost. The delivery price will automatically be calculated and displayed when items are added to your basket at checkout. The 'Days App.' is the approximate working days delivery from leaving our UK warehouse.

2.3. Rest of World Prices from and Approx. Delivery Times

Country		Price from	Days App.	Country		Price from	Days App.
	Australia	£16.95	7		Mexico	£14.50	7
	Bahrain	£14.50	7		New Zealand	£16.95	7
	Canada	£14.50	5		Qatar	£14.50	7
	China	£14.50	7		Singapore	£16.95	7
	Hong Kong	£14.50	7		South Africa	£14.50	7
	Indonesia	£14.50	7		Taiwan	£14.50	7
	Japan	£14.50	7		Thailand	£14.50	7
	Kuwait	£14.50	7		UAE	£14.50	7
	Malaysia	£14.50	7		USA	£18.95	5

Please Note: The above 'Rest of World' chart shows the 'price from'; this is the minimum delivery cost. The delivery price will automatically be calculated and shown at checkout when adding items to your basket. The 'Days App.' is the approximate working days delivery from leaving our UK warehouse.

Overseas orders will be dispatched by Royal Mail, DPD or FedEx in the UK, depending on the size & weight of the goods. Once the goods arrive in the delivery country, they're passed onto the said country's corresponding couriers for delivery.

Please Note: For overseas countries that are not displayed on our website for shipments, please email us at info@wineware.co.uk to request a quotation. The above 'Rest of World Delivery Times' prices will be displayed at the checkout.

3. Delivery Instructions / Requirements

Please ensure that any delivery instructions entered with your order will be at your own risk. For example, 'If out, please leave on the doorstep' is deemed delivered by the courier. It is then assumed to be your responsibility.

If any special delivery requirements are necessary, they must be stated at the time of your order. Anything that may restrict or hamper a delivery must be submitted, e.g. restrictions, tight access, gravel driveways, no pavements, property on a bend, busy main road, restricted parking, delivery vehicle size, property access, etc. Any such problems not advised which hamper or delay the attempted delivery will be your responsibility.

Please Note: We reserve the right NOT to deliver orders where we believe the address is insecure, such as a communal postal address or PO Box. If this affects an order you place, we'll notify you as soon as possible.

4. Delivered Items

As soon as you have taken delivery of your goods, you will be responsible for them. We will only deliver goods to the address stated on the order. (Couriers may attempt to deliver your goods to a neighbour but will leave a note). From the time of receipt or delivery of the goods, any loss or damage to the goods shall be at your own risk. You must note any transit damage to the goods, shortages or incorrect goods supplied on the delivery consignment note at delivery time.

5. Damaged Goods

We take great care in packing & shipping your goods, ensuring that you receive them in perfect working order. However, please email info@wineware.co.uk or phone 01903 786148 as soon as possible if your goods are damaged upon delivery.

6. Order Cancellations

You can cancel orders up to 14 working days following the placement of the order. Please inform us by email at sales@wineware.co.uk stating 'Order Cancellation' as the subject and including all order details (name, products, order number, etc.) within the correspondence. Cancelled orders will be refunded in full; this does not include any shipping costs incurred by the sender.

7. Product Guarantees

All products supplied are covered by the terms and conditions of the manufacturer's guarantee for their stated period. This guarantee specifically excludes faults caused by accident, neglect and misuse. This does not affect any of your statutory rights.

8. Faulty Goods

Products deemed faulty can be returned for replacement or a full refund. This does not affect any of your statutory rights. You can return faulty goods up to 7 working days after receiving the order.

9. Wine Refrigeration Cabinets/Coolers

The customer is responsible for ensuring that the ordered wine storage unit fits into your property and the final destination. All dimensions are available to view on each product on our website; the customer must, therefore, ensure that the unit is suitable. If the unit is ordered and, when delivered, does not enter the property or destination for whatever reason, a return handling and transport fee of £150 will be charged to enable us to return the unit to our suppliers. This is ONLY provided it is left in its original, unopened packaging. If the packaging of the cabinet is opened, you CANNOT return the unit. This condition reflects the manufacturer's delivery policy.

See 'Large Electrical Appliances – Cancellations and Returns' below.

Returns

Product Return

Please click to download our Customer Returns Form. Any products returned for exchange or credit not received back in the condition they were initially sent (including packaging) will be subject to a charge to cover the cost of the goods, plus any repackaging expenses incurred. For example, if the goods are just returned as unwanted, we will resell them, but this cannot occur with damaged or marked packaging. This does not affect any of your statutory rights.

Returns Service

All items purchased on our website can be returned to us, excluding ALL wine cabinets/refrigerators, dehumidifiers, air conditioner units, customised/branded items and bespoke wine racking.

You must return all unwanted goods to us in an unused, resaleable condition. Clearly state your name (the sender of the goods) and order number when returning the goods, so we can process and refund you as quickly as possible.

I want to return an item(s)...

1. Please include your original packing note or download our Customer Returns Form.
2. We suggest using Royal Mail, Collect + or Parcel2Go if you wish to return any unwanted goods to Wineware. These independent courier companies will either pick up and deliver back to us (Royal Mail, Parcel2Go), or you drop your parcel at a 'pick up point', and then they deliver it back to us (Royal Mail, Collect +). The customer would pay online for this service.
3. Once we have received the goods back, unused, in the original packaging, and in a resalable condition, we will then refund you.

 

I want to exchange an item(s)...

Option 1 - Fast

1. Place a new order with Wineware online for the NEW goods you want. Wineware will then send out your NEW goods.
2. Please include your original packing note or download our Customer Returns Form.
3. Return the unwanted goods in a resaleable condition to the address below. Again, we recommend doing this with either Royal Mail, Parcel2Go or Collect+.
4. Wineware will then receive your RETURNED goods and refund you for these.

 

Option 2 - Standard

1. Please include your original packing note or download our Customer Returns Form.
2. Return the unwanted goods in a resaleable condition to the address below. Again, we recommend doing this with either Royal Mail, Parcel2Go or Collect+.
3. Wineware will then receive your RETURNED goods.
4. Wineware will contact you regarding additional or credit between the difference of goods.
5. Wineware will then send out your NEW goods

Do you wish to return incorrect goods?

Unfortunately, if we send you the incorrect items, we will provide details for returning the goods or arrange a collection (depending on the parcel size). Again, you will not be charged for this service.

Do you wish to return unwanted goods?

You have up to 28 days to exchange or return any unwanted items. We suggest using Royal Mail, Collect + or Parcel2Go if you wish to return any unwanted goods to Wineware. These independent courier companies will either pick up and deliver back to us (Royal Mail, Parcel2Go), or you drop your parcel at a 'pick up point', and then they deliver it back to us (Royal Mail, Collect +).

How to use Royal Mail to return to Wineware:

• Click here to use the Royal Mail website
• Pay Royal Mail for the service
• Make sure goods are boxed, re-sellable and well-packaged
• You can then drop the parcel off at your local Post Office or choose a collection from your address. For more information, see the Royal Mail website.

 

How to use Collect + to return to Wineware:

• Click here to use the Collect + website
• Pay Collect+ for the service
• Make sure goods are boxed, re-sellable and well-packaged
• Drop the parcel off at Collect + Pick Up Point (this information is available on the Collect + website)

 

How to use Parcel2Go to return to Wineware:

• Click here to use the Parcel2Go website
• Pay Parcel2Go for the service
• Make sure goods are boxed, re-sellable and well-packaged
• Wait for the parcel to be collected from the courier you have selected

 

Please mark all returned parcels to the following address:

Returns
Wineware (Racks & Accessories) Ltd
Unit 12 Brookside Business Park,
Brookside Avenue,
Rustington,
Littlehampton,
West Sussex,
BN16 3LP

Large Electrical Appliances – Cancellations and Returns

This policy applies to all large electrical appliances supplied by us, including (but not limited to) wine refrigeration cabinets, air conditioning units, dehumidifiers, and other refrigeration or climate-control products. You have the right to cancel your order under the Consumer Contracts Regulations 2013 UK.

Your Right to Cancel

You have the right to cancel your order within 14 days of receiving your goods, for any reason. To exercise this right, you must notify us within this period. Once cancellation has been confirmed, you then have a further 14 days to return the goods. You must take reasonable care of the goods while they are in your possession.

Use, Installation & Condition of Returned Appliances

You are entitled to inspect the appliance as you would in a retail environment to establish its nature, characteristics, and functioning.

However, these are large, specialist appliances and must not be used beyond what is necessary for inspection.

Acceptable handling includes:

• Carefully unpacking the appliance
• Briefly switching it on to confirm it powers up and functions as intended 

Unacceptable handling includes:

• Installing or fitting the appliance (including built-in or wall-mounted installation)
• Using the appliance for its intended purpose (e.g. cooling, dehumidifying, or storing items)
• Leaving the appliance running beyond initial inspection
• Removing protective films, labels, or packaging materials unnecessarily
• Any use that results in marks, wear, odours, condensation effects, or operational signs beyond inspection 
  

If the appliance has been handled beyond what is necessary to establish its nature, characteristics, and functioning, we may make a deduction from your refund to reflect any loss in value.

Where the appliance has been installed, used, or returned in a condition where it cannot reasonably be resold as new, the deduction may be significant.

We may request photographic evidence before arranging collection or approving a return.

Returns & Collection

Due to the size and weight of these appliances:

• We can arrange collection on your behalf 
• Collection charges apply from £150.00, depending on product and location
• Collection will normally take place from the original delivery address unless otherwise agreed 

Alternatively, you may return the goods yourself at your own cost. You are responsible for the goods until they reach us, so we strongly recommend using a two man, tracked and insured service.

Refunds

Once your return has been received and inspected, we will process your refund within 14 days of receiving the goods back, or receiving evidence that the goods have been returned (whichever is earlier).

Your refund will include:

• The full cost of the goods
• The standard delivery charge paid at the time of purchase (if applicable)

Please note:

• Premium delivery services (such as timed or upgraded delivery options) are non-refundable
• Any applicable collection or return costs will be deducted from your refund
• Any deduction for loss in value due to handling, use, or damage will also be applied where necessary

Faulty or Damaged Goods

If your appliance arrives faulty, damaged, or not as described, please contact us as soon as possible.

In these cases, you are entitled to a repair, replacement, or full refund at no cost to you, in line with your statutory rights.

Responsibility During Return

• You are responsible for return costs unless the item is faulty or not as described
• You are responsible for ensuring goods are adequately packaged for return
• Any damage in transit when returning goods using your own courier remains your responsibility
• Collection will usually take place from the original delivery address unless otherwise agreed

Summary

Once the returned appliance has been inspected, your refund will be processed for the amount paid, less any applicable collection charges and any deduction for loss in value where applicable. This policy does not affect your statutory rights.

Delivery FAQ's

Do you deliver on the same day?

No. Unfortunately, we are unable to provide a same-day delivery service.

Can you deliver to an alternative address?

Yes. Enter your billing and alternative delivery addresses when you're in the checkout area. For example, a work or friend's address is good, as most parcels require a signature.

Can you ship somewhere which is not listed in the checkout area?

Yes. Although we ship to over 60 countries Worldwide, only some countries are listed. Please email us the goods you wish to order and the country you want to ship your goods to, and we'll get back to you as soon as possible. In addition, we'll contact you via phone or email with a quotation and an approximate lead time for the delivery.

I know I will be away when delivery is expected; what should I do?

We highly recommend having orders delivered to an address where someone is present to take the delivery. If this is not possible, the courier will generally try with neighbours to deliver your goods. Alternatively, you can include special delivery instructions in the checkout area; however, once instructions are entered, you will be held responsible for where your goods are delivered.

What happens if I'm out when you deliver?

If you are not available to accept delivery, the courier will leave a calling card to advise that delivery has been attempted (please follow the instructions on the card). Please note that the courier may leave your parcel with a neighbour or a secure location - they will advise you of this on the calling card.

Do you deliver at the weekends?

Yes. You can do this online by selecting 'Saturday Delivery' in the payment section. We can provide this service for most mainland UK addresses; please see above for a list of the postcodes ineligible for this service.

Can I change or cancel my order?

Yes. This is only possible if you contact us before your goods have been dispatched.

Can you deliver to a BFPO address?

Yes. This is only possible by ordering over the phone & not online, as there will probably be an additional delivery charge.

Where can I view my purchase history?

If you are registered with Wineware, you can see your previous orders in the 'My Account' section. This will display all previous orders made online using our website.

Additional Delivery Information

Pallet deliveries mean delivery as per your instructions, with goods delivered on a pallet. Delivery does not include unloading from the pallet, as this is the purchaser's responsibility. Maximum pallet sizes are: 1200mm x 1200mm x 1200mm (4' x 4' x4'). Maximum weight 1000 kilos (1 ton)

Time Limitation for Notification of Claims

• Damaged in Transit: If goods arrive in a damaged condition, you must make a note on the carrier's delivery consignment note, and it will be your responsibility to inform us within seven days from delivery.
• Shortages:You are responsible for signing the correct number of packages as shown on the carrier's delivery consignment note. Any shortages must be noted on the consignment note, and you must notify us within seven days of delivery.
• Incorrect Goods: You must notify us of any incorrect goods supplied within seven days from delivery.
• Non-Deliveries: We will only accept liability for goods lost in transit if notified within ten days of the expected delivery time.

If you have any further questions, please get in touch with us on 01903 786148 or email us at info@wineware.co.uk.