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Frequently Asked Questions

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Help Desk

Please see our most frequently answered questions (FAQs) below. If there are any questions that 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 are not mandatory when placing an order. However, registering saves your details (delivery and billing addresses) from ordering 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 can 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 at info@wineware.co.uk or by phone on + 44 (0) 1903 786148. We will do our utmost to either help or explain why there is some restriction.

Order/Dispatch Times

Normal Dispatch Times (Excluding Christmas/December):
Orders placed before 3:00 PM on any working day are guaranteed to be dispatched the same day (Monday - Friday / Stock Permitting).
Orders placed between 3:00 PM on a Friday and 3:00 PM 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 cannot place an online order, you can call 01903 786148 (between 9 AM and 5 PM Monday to Friday).

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 have any difficulties regarding payment transactions on our online website, 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 have any difficulties using or placing an order on our website, 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. We display an item in stock with a green tick and the quantity available on our website. 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, you can ‘pre-order’ the goods in most cases. 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 have priority in our 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 that is greater than is shown as available on our website, please contact us as we may 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 UK, the website will automatically deduct the UK VAT. However, please be aware that you may 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 sent to others on your behalf.  For 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 include a gift tag if required.

My order

I have not received a confirmation email?
If you have not received a confirmation email within 72 hours, 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 wish to amend your order, please contact us either by phone at 01903 786148 or email us at info@wineware.co.uk.

How do I cancel an order?
You can cancel all orders from Wineware 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 once Wineware has received the goods back in a new and 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. You can return faulty goods up to 7 working days following receipt of the 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, we will resell these, 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
The customers' responsibility is 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 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 we will charge a fee of 25% of the retail value 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, you CANNOT return the unit. 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 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

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).

Delivery (UK Mainland ONLY / Excludes Traditional Wine Racks)

Order TotalPriceTypeTime
Under £20.00 £3.50 Standard Delivery up to 3 working days
£20.00 - £50.00 £4.95 Standard Delivery up to 3 working days
Over £50.00 FREE Standard Delivery up to 3 working days
All Order Totals £6.95 Express Delivery normally next working day
All Order Totals £11.95 Express Delivery Pre 12 Noon
All Order Totals £19.95 Saturday Delivery delivered on a Saturday

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

The delivery charges on all 'Traditional Wine Racks' are for UK Mainland ONLY. Regardless of size, quantity or weight, we charge a standard £19.95 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 deliver 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 more items you add.

Shipping services

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, FedEx & DPD Local.

UK Delivery times

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

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

Express Delivery: This service is usually the 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 receive 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.
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.

DestinationDays App.DestinationDays App.DestinationDays App.
Northern Ireland 2 Channel Isles 2 Scilly Isles 2
Scottish Highlands 2 Isle of Man 2
Scottish Islands 2 Isle of Wight 2

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: Prices for the above 'Other UK Delivery Times' will be displayed in the checkout.

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 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

2.2. Europe Delivery Times

CountryDays App.CountryDays App.CountryDays App.
Austria (EU) 3 Germany (EU) 2 - 3 Poland (EU) 4
Balearic Islands (EU) 4 - 5 Greece (EU) 4 - 9 Portugal (EU) 4 - 5
Belgium (EU) 2 Hungary (EU) 4 Romania (EU) 4 - 6
Bulgaria (EU) 4 - 7 Ireland (EU) 2 Sardinia (EU) 6 - 7
Canary Islands (EU) 3 - 5 Italy (EU) 3 - 4 Slovakia (EU) 3 - 4
Corsica (EU) 4 - 5 Latvia (EU) 4 - 6 Slovenia (EU) 4 - 5
Croatia (EU) 4 - 6 Lithuania (EU) 4 - 6 Spain (EU) 3 - 4
Czech Republic (EU) 3 - 4 Luxembourg (EU) 2 Sweden (EU) 4 - 5
Denmark (EU) 3 Malta (EU) 3 - 6 Switzerland 3
Estonia (EU) 4 - 5 Monaco (EU) 4 - 5
Finland (EU) 4 - 5 Netherlands (EU) 2
France (EU) 2 - 3 Norway 4 - 6

Please Note: Prices for the above 'Europe Delivery Times' will be displayed in the checkout.

2.2. Rest of World Delivery Times

CountryDays App.CountryDays App.CountryDays App.
Australia 5 Japan 7 Singapore 7
Bahrain 7 Kuwait 7 South Africa 7
Canada 5 Malaysia 7 Taiwan 7
China 7 Mexico 7 Thailand 7
Hong Kong 7 New Zealand 7 U.A.E 7
Indonesia 7 Qatar 7 U.S.A 7

Overseas orders will be dispatched by either Royal Mail, DPD 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.  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 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 the 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 a 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 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. You must note any transit damage to the goods, shortages or incorrect goods supplied on the delivery consignment note at the time of delivery. 

Delivery FAQs

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. 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, you will be held responsible for where your goods are delivered once instructions are entered. 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 use a calling 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 advise you 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 can provide this service for most UK mainland addresses; please see above for a list of the postcodes ineligible for this service.

Can I change or cancel my order before 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 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).

Returns policy

Want to return an item? See the below options for returning and exchanging items.

Product Return

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, we will resell these, but this cannot occur with damaged or marked packaging. This does not affect any statutory rights that you may have.

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

Please send back any unwanted goods in a resaleable condition back to ourselves; clearly label your name (the sender of the goods) when returning the goods so we can process and refund you as quickly as possible. We recommend you do this using either Parcels2go or Collect+. Once we have received the goods back, we will then refund you.

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

Option 1 - Fast

Step 1 - Place a new order with Wineware, either over the phone or online, for the NEW goods you would like. Wineware will then send out your NEW goods.
Step 2 - Return the unwanted goods in a resaleable condition to the address below. We recommend doing this with either Parcel2Go or Collect+.
Step 3 - Wineware will then receive your RETURNED goods and refund you these.

Option 2 - Standard

Step 1 - Return the unwanted goods in a resaleable condition to the address below. We recommend doing this with either Parcel2Go or Collect+.
Step 2 - Wineware will then receive your RETURNED goods and refund you these.
Step 3 - Wineware will contact you regarding additional or credit between the difference of goods. 
Step 4 - Wineware will then send out your NEW goods.

Wish to return incorrect goods?

If we've sent you the incorrect items, then we will provide you with a FREEPOST address, or we'll arrange a collection for the goods (depending on the size of the parcel). You will not be charged for this service.

Wish to return unwanted goods?

You have up to 28 days to exchange or return any unwanted gifts. We suggest using either Collect + or Parcel2Go if you wish to return any unwanted goods to Wineware. These are independent courier companies who will either pick up and deliver back to ourselves (Parcels2Go), or you drop your parcel at a 'pick up point', and then they deliver back to ourselves (Collect +).

Collect +How to use Collect + to return to Wineware:

- Click here to use the Collect + website
- Pay online 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)

Parcel2GOHow to use Parcel2Go to return to Wineware:

- Click here to use the Parcel2Go website
- Pay online 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

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 quickly and effectively. Please email us at 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.

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 to 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:


 
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