Frequently Asked Questions

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Help Desk

Please see our most frequently answered questions (FAQs) below. If there are any questions which you feel we haven’t mentioned or answered then please contact us on 01903 786148 or e-mail us at info@wineware.co.uk and we’ll get in contact with you as soon as possible.

Placing an order

Do you have to register an account with Wineware to place an order?
Opening and registering for an account is not mandatory when placing an order. However registering saves your details (delivery and billing addresses) so you can order from us easily again. We do not retain any of your card details.

How will I know if my order has been received?
You will receive an email confirming that your order has been placed. If you notice that you’ve input any incorrect details, whether it’s regarding an address or the incorrect item/quantity, please contact us with the correct information as soon as possible.

Can I add to an existing order?
You are able to add to an existing order as long as the goods haven’t already been dispatched from our warehouse. The best way to do this is to contact us via phone (01903 786148) or email us (info@wineware.co.uk) to add to an existing order. We will then take payment for any additional items over the phone. We may alternatively ask you to place an additional order online and if possible we’ll combine the additional orders so that you’ll receive them in one delivery.

Can I place an order from overseas?
Yes we deliver worldwide. Delivery prices will vary dependent on the weight, size and destination. Once you’ve chosen your items, within the shopping cart, the website will automatically calculate the delivery price for your chosen destination. Delivery times vary on the destination, so please refer to our ‘International Delivery Times’ within the shipping and returns page. (Insert link). Please note that there are some exceptions where we are unable to deliver certain products to certain countries due to weight,  size and particular country importation requirements and if your needs fall within these categories then please contact us via email info@wineware.co.uk or by phone on + 44 (1) 1903 786148 and we will do our utmost to either help or explain why there is some restriction.

Order/Dispatch Times

All orders placed before 2.00PM on any working day are guaranteed to be dispatched the same day (Monday - Friday / Stock Permitting). Any orders placed between 2.00PM on a Friday and 2.00PM on a Monday will be dispatched on Monday (excluding public / bank holidays). 

How can I pay for my purchases?
Orders can be paid for online via PayPal or credit and debit cards We accept all major payment cards including Visa, Mastercard, American Express and Switch, however we are unfortunately unable to accept Diners Card.

If you are unable to place an online order you can call 01903 786148 (between 9am and 6pm Monday to Friday) or fax 01903 786371 (anytime). You can also pay by cheque or postal order, please make it payable to ‘Wineware (Racks & Accessories) Ltd’. Send by post to:

Wineware (Racks & Accessories) Ltd 
FREEPOST SEA10838 
Littlehampton 
BN17 6BR 
Please note: we are unable to dispatch goods prior to a cheque clearing so your order may take a little longer and can take up to 8 - 10 days. Please do not send any bank notes or coins as we are unable to accept payment in this manner.

Are my details secure?
Yes your card details are totally secure. We do not retain any of your card details. Registering an account with us is an easy way to keep your address and billing address in one place without having to re-enter information.

What should I do if my debit/credit card is refused?
If you are having any difficulties regarding payment transactions on our online website then please phone us on 01903 786148. Please alert us of any problems you encounter when using our online ordering system and we will do our best to ensure these do not happen again. If your debit/credit card is still not working we suggest you check your card’s status and funds with your bank.

I cannot place my order online, what should I do?
If you are having any difficulties using or placing an order on our website then please phone us straight away on 01903 786148. Please alert us of any problems you encounter when using our online ordering system and we will do our best to ensure these do not happen again.

How do I know if my goods are in stock?
We have over 2,000 items listed on the website and have most items in stock. On our website we display if an item is in stock with a green tick and the quantity available. However occasionally and inevitably we can run out of stock. If this is the case we’ll contact you, usually within 72 hours, to let you know. If a product is out of stock, in most cases, you are able to ‘pre-order’ the goods. Doing this, you will be charged straight away and the goods will be dispatched to your chosen delivery address as soon as they are back in stock. When pre-ordering, you take priority in a queuing system  on a pre-order date basis so that when the goods become available to ourselves these orders are fulfilled in this order over and above subsequent orders. We have found that this is the best and fairest way to secure your preferred items if they are currently unavailable.

If you require a specific quantity of stock which is greater than is shown as available on our website then please contact us as we may be able to contact the supplier to obtain additional stock at short notice.

Paying for an order

How will I know my payment has been successful?
Once your payment has been received you will receive an email, this will confirm your purchase. If you notice that you’ve inputted any incorrect details, whether it’s regarding an address or the incorrect item/quantity, please contact us with the correct information as soon as possible.

Do your prices include/exclude VAT?
All of the products on our website include the current applicable United Kingdom VAT.

I am VAT exempt. How do I remove the VAT?
If you are VAT exempt, usually because the delivery address is outside of the EU, the website will automatically deduct the UK VAT. Please be aware that you may however be charged import duty when the goods arrive in your chosen delivery country. This is not always the case but it can and does happen so this charge, if incurred, is unknown, and is therefore not able to be shown as an inclusive price on our website.

My payment has been declined, what should I do?
If your payment has been declined please phone us on 01903 786148 and speak to one of our customer service advisors. They can see the status of your order and advise on what action to take. If you are having any difficulties speaking to one of our members then email us at info@wineware.co.uk.

Are receipts sent with deliveries?
Online: An invoice is included with your goods dispatched from our warehouse.
Over the phone: A PDQ receipt as well as an invoice is included with your goods dispatched from our warehouse.
Please Note: We don’t include an invoice in orders that are being sent to others on your behalf.  As an example, if you are purchasing an item(s) for a friend and are delivering it directly to them, we’ll include your name and address and inform them that the goods have been sent on your behalf and also include a hand written gift tag, if required

My order

I have not received a confirmation email?
If you have not received a confirmation email within 72 hours then please either call us on 01903 786148 or email info@wineware.co.uk with your order number. We will be able to track down your order and payment details.

How do I amend an order?
You can amend your order up until you have entered your payment details. Once you have completed this section of your order, you can’t amend it online. If you do wish to amend your order, please get in contact with us either by phone 01903 786148 or email us on info@wineware.co.uk.

How do I cancel an order?
All orders from Wineware can be cancelled up to 14 working days following placement of 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, once the goods have been received back by Wineware in a new and a re-sellable condition, however this does not include any shipping costs incurred by the sender.

I have received my order but the goods are faulty/not as described. What should I do?
Products that are deemed faulty can be returned for replacement or a full refund. This does not affect any statutory rights that you may have. Faulty goods can be returned up to 7 working days following receipt of order. Contact us straight away by phone on 01903 786148 and one of our customer service advisors will be able to help you. If all our lines are busy then please email us at info@wineware.co.uk. We want to make sure the order you receive is as described.

How will my glasses be packaged?
We do ensure that all of our goods are packaged safely and securely before leaving the Wineware warehouse. If you would like to see how your goods are processed, from start to finish, then please click here.

How do I return an order?
Please click to download our Customer Returns Form. Any products that are returned for exchange or credit, not received back in the condition they were originally sent (including packaging), will be subject to a charge to cover the cost of the goods, plus any repackaging costs incurred. I.e. if the goods are just returned as unwanted these will be resold, but this cannot occur with damaged or marked packaging. This does not affect any statutory rights that you may have.

Please mark all returned products to the following address:
Returns
Wineware (Racks & Accessories) Ltd
Unit 12, Brookside Business Park
Brookside Avenue, Rustington
West Sussex
BN16 3LP

Wine Cabinets / Wine Coolers
It is the customers' responsibility to ensure that the wine storage unit ordered will fit into your property and the final destination. All dimensions are available to view on each individual 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, then a fee of 25% of the retail value will be charged to enable us to return the unit to our suppliers. This is ONLY providing that it is left in its original, unopened packaging. If the packaging of the cabinet is opened, the unit CANNOT be returned. This condition reflects the delivery policy of the manufacturers.

I would like an item that is not on the website. Can you source this for me?
We are always more than happy to see if any of our suppliers stock the product(s) you are after. Contact us with the product code and quantity you require (we need this information) and we will do our best to track it down!

Delivery Information

UK Delivery Rates

Order TotalPriceTypeTime
£0.00 - £9.99 £2.50 Standard Delivery up to 3 working days
£0.00 - £9.99 £3.90 Express Delivery normally next working day
£10.00 - £19.99 £3.95 Standard Delivery up to 3 working days
£10.00 - £19.99 £5.90 Express Delivery normally next working day
£20.00 - £50.00 £5.45 Standard Delivery up to 3 working days
£20.00 - £50.00 £6.40 Express Delivery normally next working day
Over £50.00 FREE Standard Delivery up to 3 working days
Over £50.00 £5.90 Express Delivery normally next working day

The delivery charges on all 'Traditional Wine Racks' are for UK Mainland ONLY. Regardless of size, quantity or weight, we charge a standard £18.95 for delivery. On larger heavier wine racks, we reserve the right to add a supplementary charge to cover additional delivery costs. Parts of Scotland, Scottish Highlands & UK Islands may incur additional delivery charges, but we’ll be in touch if required. Our made to measure wine racks usually take around 2 weeks (14 days) to be delivered, from the date of order & if any delays occur we will of course contact you at the earliest opportunity.

Outside of UK

We're able to delivery goods to over 60 countries Worldwide! Most of our items are available to be delivered outside of the UK, however some of the heavier and bulky items are not available. When in the basket, you can select from the drop down the country you require, it will then provide you with a shipping cost. This is done via a weight basis, therefore the charge will increase with the the more items you add.

Shipping services

We use a variety of different couriers and services, depending on the size and weight of your goods and the delivery destination. Our current couriers include: Royal Mail, FedEx, Interlink Express, Parcelforce & TNT. 

UK Delivery times

How long will my order take to arrive?
We deliver our goods during the week, Monday - Friday from 8.00AM to 6.00PM (excluding public / bank holidays), however packages that are sent via Royal Mail can occasionally be attempted to be delivered at a weekend.

Standard Delivery: This service can take up to 3 working days, but may be longer during busy periods (eg Christmas). Your goods may require a signature; therefore using an alternative delivery or work address may be beneficial to receiving your goods without any delays.

Express Delivery: This service is usually next working day (but may take 1-2 working days). Your goods may require a signature; therefore using an alternative delivery or work address may be beneficial to receiving your goods without any delays.

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

Please Note: For parts of Scotland, Scottish Highlands & UK Islands, delivery times may be slightly longer.
You will be notified if delays are anticipated, and 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 and we shall not be liable for any losses, costs, damages, charges, or expenses caused by any delay for delivery of the goods. If we or our suppliers are temporarily out of stock, we will notify you of this position as soon as possible following your order being placed.

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 for the delivery.  We cannot be held responsible for any delays beyond our reasonable control such as extremely adverse weather conditions where, on occasions in the past, certain remote areas have become totally inaccessible due to snow or ice etc

International Delivery Times

CountryDays App.CountryDays App.CountryDays App.
Andorra 7 Hong Kong 7 Northern Ireland (EU) 3
Australia 5 Hungary (EU) 6 Norway 5
Austria (EU) 5 Iceland 5 Poland (EU) 6
Bahrain 7 Indonesia 7 Qatar 7
Balearic Islands (EU) 5 Ireland (EU) 3 Russia 6
Belgium (EU) 5 Isle of Man (EU) 3 San Marino 7
Canada 5 Israel 7 Sardinia 7
Canary Islands (EU) 4 Italy (EU) 5 Saudi Arabia 7
Channel Islands 3 Japan 7 Scilly Isle (EU) 3
China 7 Kuwait 7 Scotland Islands (EU) 3
Corsica 5 Latvia (EU) 6 Singapore 7
Cyprus (EU) 6 Liechtenstein 5 South Africa) 7
Czech Republic (EU) 6 Lithuania (EU) 6 Spain (EU) 5
Denmark (EU) 5 Luxembourg (EU) 5 Sweden (EU) 5
Finland (EU) 5 Malta (EU) 6 Switzerland 5
France (EU) 5 Mexico 7 Turkey 6
Germany (EU) 6 Monaco 5 U.A.E 7
Gibraltar 5 Netherlands (EU) 5 U.S.A 7
Greece (EU) 5 New Zealand 7 Vatican City 6

Overseas orders will be dispatched by either Royal Mail, Parcelforce or FedEx from the UK, depending on the size & weight of the goods. Larger overseas orders can also be dispatched via pallet using specialised pallet shipping companies such as Bleach of Lavant and DHL (via InXpress).  Once the goods arrive in the delivery country, they’re passed onto the corresponding couriers of said country for delivery.

Please note: For overseas countries not displayed on our website for shipments, please contact us by email using info@wineware.co.uk to request a quotation. 

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 doorstep', is deemed delivered by the courier. It is then assumed as your responsibility.

If any special delivery requirements are necessary, they must be stated at the time of your order or phone us directly on 01903 786148 to discuss. Anything that may restrict or hamper a delivery must be submitted, e.g. restrictions, tight access, gravel driveways, no pavements, property on bend, busy main road, restricted parking, size of delivery vehicle, 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 not secure, for example to a communal postal address or PO Box. If this affects an order you place, we'll notify you as soon as possible.

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 receipted delivery of the goods, any loss or damage to the goods shall be at your own risk. Any transit damage to the goods, shortages or incorrect goods supplied must be noted on the delivery consignment note at the time of delivery. 

Delivery FAQs

Do you deliver the same day?
No. Unfortunately we are unable to provide a same day delivery service.

Can you deliver to an alternative address?
Yes. When you’re in the checkout area, simply enter your billing address, and then enter your alternative address for delivery. A work or friends address is a good idea as most of our parcels will require a signature.

Can you ship somewhere which isn’t listed in the checkout area?
Yes. Although we currently ship to over 60 countries Worldwide, not every country is listed. Please send us an email listing the goods you wish to order, the quantity and the country you wish to ship your goods to, and we’ll get back to you as soon as possible. We’ll contact you via phone or email, with a quotation and an approximate lead time for the delivery.

I know I will not be home 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 normally 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. We can always delivery to an alternative address, with a work address being the most common.

What happens if I'm out when you deliver?
If you are not available to accept delivery, the courier should usually acalling card to advise that delivery has been attempted (please follow the instructions on the calling card). Please note that the courier may take it upon themselves to leave your parcel with a neighbour, or a secure location and you will be advised of their actions on the calling card.

Do you deliver at weekends?
This is possible online by selecting 'Saturday Delivery' or 'Sunday Delivery' in the payment section. We're able to provide this service for most UK mainland addresses, please see above for a list of the post codes ineligible for this service.

Can I change or cancel my order prior to delivery?
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 which have been made online using our website.

Additional Delivery Information
Pallet deliveries means 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).

Returns policy

Rights of cancellation
Please do not return anything to us before speaking to a Wineware customer service member. We can give you advice on your order. You can contact us directly by phone (01903 786148) or email (info@wineware.co.uk). If we are not contacted, we will not be held responsible for any return postage charges you may have incurred that may not have been necessary. Contact us straight away should your order not be correct or if you wish to return it.

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

What is your returns address?
Before you return any goods please speak to a Wineware customer service member (01903 786148). All returns should be returned to: Returns, Wineware (Racks & Accessories) Ltd, Unit 12 Brookside Business Park, Brookside Avenue, Rustington Trading Estate, Rustington, Littlehampton, West Sussex, BN16 3LP.

Items lost when returning
We are not held responsible for any parcels which are lost in transit while being returned. We always recommend that you use a secure and traceable service to return any goods.

Christmas returns
All goods purchased between 1st November 2015 and 22nd December 2015 can be returned or exchanged up until 22nd January 2016.

Feedback/Customer satisfaction

How do I give feedback?
Please feel free to give us any feedback, recommendations or comments about our customer service, products or website. We take this very seriously and aim to deal with any problems or difficulties in a timely and effective manner. Please email us on info@wineware.co.uk or write to us: Wineware (Racks & Accessories) Ltd, Unit 12 Brookside Business Park, Brookside Avenue, Rustington Trading Estate, Rustington, Littlehampton, West Sussex,
BN16 3LP, United Kingdom. We try to respond to all enquiries as soon as possible.

If you have bought a product from us please remember to leave a review of our service on our Trust Pilot; the best review each month receives a £50 Wineware Gift Voucher! Reviews help us to achieve the highest level of customer service.

Where can I find out more about your products?

Each product features a useful product description, however if you would like further information then please call us on 01903 786148. We also have our YouTube channel where we demonstrate a good variety of our products and offer useful information/tips for you.

Get in touch with us!

If you would like to speak to us, contact us via the following methods:
Telephone – 01903 786148
Email - info@wineware.co.uk
Twitter
- @WinewareUK
FacebookLike us on Facebook
Google +Google+
YouTube - Watch us
Pinterest - Pin with us


 
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