Your Cart

Delivery & Dispatch – 6 days a week

Over 6000 wines handpicked by our buyers

Customer Help

Our happiness team is always here to assist.

Common Purchase Queries Answered

Orders and Shipping

Domestic orders normally arrive within 3-7 days of shipping, unless otherwise noted. There may be additional delays due to the current Covid 19 outbreak.

Once an order leaves our warehouse, carrier shipping delays may occur due to factors outside our control. We, unfortunately, can’t control how quickly an order arrives once it has left our warehouse. Contacting the carrier is the best way to get more insight into your package’s location and estimated delivery date.

Create an Account
  • Go to the My Account icon at the top of the page
  • Click My Account.
  • Enter your name.
  • Enter your Email address.
  • Click Register

Next day delivery currently suspended due to the COVID situation and the suspension of delivery guarantees by the courier networks. 

We aim for excellent customer satisfaction and do everything to ensure that shipping costs are as transparent and as easy to understand as possible.

If we split your order into a number of different packages so that your items can get to you faster, then you’ll only be charged the amount that was originally quoted to you at the time you placed your order.

If we are able to edit your order, we will happily assist. Unfortunately, we can only correct shipping addresses within a very small window after an order is placed. We cannot change the shipping address for orders that have already gone out, and the service is not able to change delivery addresses once an order has been shipped.

If your package was shipped via PARCELFORCE OR DHL you can request a redirect, although this may cause you to incur an additional fee. We are not responsible for mis-delivered packages if the wrong shipping address was entered during checkout, but we want to help! Email us at: [email protected] quoting your order number and we can work out a solution together.

Use the link to track your order  Order Tracking

By accepting our Terms and Conditions, you agree to these additional charges where applicable to your order.

We are happy to delivery your order to an address that is different to your normal billing address. To do this, simply enter the desired delivery address during the checkout process.

We can also deliver your order to your permanent place of employment as long as there is someone who is able to receive and sign for the delivery on your behalf.

Orders with Post Box Numbers as delivery addresses will not be dispatched and processing will be delayed while we contact you for a valid delivery address.

Due to differing rules imposed by couriers, aviation authorities and local legislative bodies regarding the national and international shipment of alcohol, please note that the following restrictions apply to our deliveries to the below territories:

British Forces Post Office (BFPO)

  • No products with an alcohol-by-volume (ABV) over 24% may be sent to a BFPO address.

Channel Islands, Highlands & Islands of Scotland, Isle of Man, Isle of Scilly and Northern Ireland

  • Order must not exceed 10 litres of liquid.
  • Express delivery is not available to these areas.

EU Member States

  • Unfortunately at present we cannot ship to EU member states.

Please note that we are unable to guarantee the punctuality of service provided by our delivery agents, particularly during spells of difficult weather conditions and during this current situation arising from the Covid 19 outbreak.

We only use reputable international firms for the shipping of all our orders. Delivery charges and estimated delivery times are explained below.

Our delivery charges are  £6.95 per consignment for single bottles and £5.95 for all STILL & SPARKLING WINE ( up to and including 12 bottles there is an additional charge of £5 for every 12 bottle box thereafter) CHAMPAGNES are charged at single bottle rates.

PLEASE NOTE

  • You must place your order before the 14.00 for a next day delivery (subject to availability – please see our terms).
  • Orders placed after the cut-off time of 14.00 will be processed on the following working day.
  • Delivery to Northern Ireland and Isle of Man will incur an additional £11 delivery surcharge.

Orders with Post Box Numbers as delivery addresses will not be dispatched and processing will be delayed while we contact you for a valid delivery address.

Due to differing rules imposed by couriers and local legislative bodies regarding the national shipment of alcohol, please note that the following restrictions apply to our deliveries.

1. British Forces Post Office (BFPO) – No products may be sent to a BFPO address.
2. You can arrange to have your wine delivered to any UK address (excluding the Channel Islands, Isle of Scilly & Isle of Man )
3. Channel Islands, Isle of Man, Isle of Scilly, Isle of Wight and Northern Ireland – Orders must not exceed 5 liters of liquid and Express delivery is not available to these areas and will incur a surcharge.
4. Highlands & Islands of Scotland, which have the following postcodes will incur a surcharge //

AB37 to 38  – AB41 to 56  – IV1 to 63 – PA20 to 76 – PH15 to 50 – KW1 to 17 – FK19 to 21 – ZE1 to 3 – HS1 to 9 – KA27 to 28

We will not deliver FREE DELIVERY ITEMS to the following postcode ranges including – AB37 to 38  – AB41 to 56  – IV1 to 63 – PA20 to 76 – PH15 to 50 – KW1 to 17 – FK19 to 21 – ZE1 to 3 – HS1 to 9 – KA27 to 28 and all BT postcodes.

Please note additional delivery charges and surcharges may apply for the following areas – Scilly Isles, Channel Isles, Isle of Man, Isle of Wight, Northern Ireland, Eire, Scottish Isles and the Scottish Highlands – Applies to all direct delivery products unless otherwise stated on the product page. We can not currently offer delivery to offshore addresses ON FREE DELIVERY ITEMS.

We reserve the right to charge more for delivery if the order is to be delivered to a remote or rural area as signified above. We will always contact you to discuss the options before making additional delivery charges. Any changes made will be advertised on this page. We reserve the right to refuse delivery if we deem it necessary, or to charge for delivery where the wrong delivery type is specified. We reserve the right to refuse service in exceptional circumstances.

After processing, (which may be subject to delay if we are out of stock of any items ordered, in which case we will notify you), all orders are dispatched using our inbound delivery service to most mainland destinations in the UK and 72 hours to outlying areas of the UK. For international orders, delivery times vary depending on location. Delivery charges are calculated based on the weight of the product and the destination address (please email us, or give us a call before any orders are placed on the website as many factors are required before we can give you a quote for international shipping).

When you choose your delivery address, we ask you to specify a safe place that the wines can be left, even if no-one is at home. You can add notes about your order in the ADDITIONAL INFORMATION box on the checkout page; places like garden sheds, unlocked garages, greenhouses and lean-tos for example. Alternatively you could request that your wines are left with a neighbour. Your safe place should be easily accessible, sheltered from the elements and concealed from public view.

If you have no safe place for the consignment to be left, this can mean that the delivery will take longer – especially if there is a good chance that no-one will be at home when our carrier tries to deliver (our standard delivery is Monday to Friday 8am to 6pm, with Saturday delivery available if you choose a delivery date, optional extra cost). Our carriers will leave a card if they do not find anyone at home.

You will be able to call the number on the card and our carriers will tell you when they will try again. You will be able to collect the case from the carrier’s depot, provided you take proof of address documentation with you.

While we aim to hold all items featured on our website in stock there are occasions when, due to high demand we run out of certain items. Should this occur while processing your order we will contact you either by telephone or email to advise you of the situation.

We will give you the opportunity to select an alternative item, cancel the item from your order or to wait for the product to come back into stock (we hold your order for a maximum of 17 days, before we cancel it, if the said item is not back in stock by then), the choice is yours.

In the unlikely event that goods are misplaced on their way to you, The Vine Whisperer will ensure a replacement is sent directly to you, if available.

All discrepancies with the contents of your order must be reported to our Customer Services team by email within 24 hours of receipt of your order. Customer Services representatives are available Monday to Friday (11am – 5pm GMT), and will be happy to assist you.

Where a replacement item is not available due to it being discontinued or the original item being a “limited edition” we will reimburse your for the full cost of the item only. No compensation will be paid.

We want you to be 100% happy with your order

Returns and Cancellations

Should you need to return any product to us you should contact us to arrange a collection. We usually collect within four working days of the collection being requested ( please see our full Terms & Conditions ).

If you need to be refunded we will ensure that this happens when the collection is back into our warehouse . If you have any queries about a refund please contact us. If you suspect that it may be affected by a quality issue please contact us. One of our friendly advisers will be more than happy to discuss the problem and resolve the matter to your full satisfaction.

In the unlikely event you have received the wrong item, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:  

  • Your Order Number

  • The name of the item you did not receive

  • The name of the item you received in it’s place

  • A clear photograph of the item you have received, including LABEL.

Once we’ve received the above info, our Customer Support team will get this sorted for you ASAP! 

Unfortunately, there are times when parcels incur damage while in transit. If a parcel shows clear signs of damage or leakage at the time of delivery, we ask that you refuse the parcel. Please ask the courier to return the goods to sender.

In the very unlikely event of any damage please contact us. Please include as much information as possible. We may also require photographs of any damage including all the packaging for insurance purposes.

  • Photographs showing the detail of the damage or faulty items. We also need a picture that clearly shows the seal intact on the damaged or broken bottle.
  • Please retain the product, box and all packaging until instructed by us

You are responsible for the cost of returning products to us unless the items being returned were delivered in error or the items were damaged or defective. You are also responsible for insuring all returns as we might claim against you should damages be sustained.

We will send you the return shipping address once confirmed.

For all returns, please follow the following instructions to ensure that products are received in perfect condition and your returns can be processed quickly:

  1. Return the packing slip that was inside the parcel to us with the items that you are returning highlighted. Please note the quantity and reason(s) for return against each item on your packing slip. 
  2. Please ensure to pack and seal your return securely in the original packaging to prevent possible damage while in transit 

Should you need to return any product to us you should contact us to arrange a collection. We usually collect within four working days of the collection being requested ( please see our full terms & conditions ). If you need to be refunded we will ensure that this happens when the collection is back into our warehouse.

If you have any queries about a refund please contact us. If you suspect that it may be affected by a quality issue please contact us. One of our friendly advisers will be more than happy to discuss the problem and resolve the matter to your full satisfaction.

Any products must be returned to us in good condition and in the original packaging. All refunds will be paid within 14 days of receiving the returned product(s).

You can also contact us [email protected] to cancel or make changes to your order. Depending on demand, we can’t guarantee these requests, but we promise we will try our hardest. We are only be able to change or cancel your order if your request is answered before your order is processed. Be sure to include details about the changes you need make.

It is possible to take pre-orders if your item is out of stock. A pre-order is an order placed for an item that hasn’t been released or is not currently in stock. A date will be advertised to let you know when it s due back in. They’re shipped to the customer once available. Pre-orders allow you to order products before they are available.
 

In the unlikely event you are missing an item from your order (ALL ITEMS ARE SECURITY CHECKED AND PHOTOGRAPHED AT TIME OF DISPATCH), please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:

  • Your Order Number

  • The name of the item you did not receive

Once we’ve received the above info, our Customer Support team will get this sorted for you ASAP!

ALL CLAIMS FOR ORDERS ARRIVING WITH MISSING ITEMS MUST BE MADE WITHIN  24HRS OF THE DELIVERY DATE.

We want you to be one hundred per cent happy with your order and it is our aim to ensure that all products supplied to all customers arrive in perfect condition. You have the right to cancel your order at any time without being charged for the goods ordered within 14 days of purchasing (other than for those products that have been specified as non-returnable).

If you have received your order and are unhappy with any of the products ordered we will happily refund your money or exchange the products provided that you inform us of your intention to return the products within 14 days from the date of your order being delivered. However, we will only reimburse the cost of returning items where they were delivered in error or the items were damaged or defective.

We reserve the right to charge a “RESTOCKING FEE” which will be an amount equivalent to 20% of the price payable by you in respect of the returned goods.

If on delivery the goods appear to be visibly damaged you must notify the carrier immediately that you will not accept delivery or sign for as damaged otherwise you will forfeit your right to reject the goods for visible damage.
If the goods are not visibly damaged on delivery, but you wish to reject the goods for any other non conformance or unapparent damage, you may reject the goods provided that:
1.1 – You obtain an RMA number from us within 24 hours of delivery, and
1.2 – The goods are undamaged, unused, in their original packaging and you have not marked either the goods or their packaging.
1.3 – Subject to clause 1.4 below, you will bear the costs of collecting any goods you reject provided that you have complied with the requirements of 1.2.
1.4 Should you reject and return the goods in accordance with 1.2, we reserve the right to charge a “RESTOCKING FEE” which will be an amount equivalent to 20% of the price payable by you in respect of the returned goods.
1.5 If you fail to comply with either 1.1 or 1.2, you will be deemed to have accepted the goods.

Any products must be returned to us in good condition and in the original packaging. All refunds will be paid within 30 days of the date that you notified us of your intention to return the product(s).

All private customers (i.e. those customers who are not purchasing either wholly or in part for business use) have a right to cancel an order (“contract”) in which they purchase merchandise (“products”) from us or withdraw their offer to purchase the Product(s) as applicable, at any time up to 7 working days from the date of your order being delivered (“The Cancellation Period”) unless the order includes products that have been specified as being non-returnable.


To cancel your order you must inform us in writing before the expiry of the cancellation period. If you have already taken delivery of the order you should return the product(s) to us. Unless the items being returned were delivered in error or the items were damaged or defective, you will be liable for the full cost of returning the product(s) and will be responsible for any damage to the product(s) until we acknowledge receipt of the products. As such, you should ensure that the product(s) are adequately insured. You have a legal responsibility to keep the product(s) in your possession and to take reasonable care of the products until you return them to us. Should the product(s) show signs of damage or tampering we may have a right against you for compensation. We retain the right to arrange for collection of the product(s) at your cost in the event that you have not returned the product(s) within 30 days of your notice of cancellation.

Expand your horizons

through tasting & discovery

Exclusive, hand-picked wines

Discover wines you love

Unbox, Uncork, Enjoy

Wines at unbeatable prices.

100% Secure Checkout

PayPal / MasterCard / Visa / Amex

Leaving so soon...

Don't go just yet, check out our recommendations on these amazing deals