Help & FAQs

We hope we have answered all your questions here. If you still need to speak to one of the team please get in touch.

Contact

How do I get in contact?

If you’d like to speak to a member of the team, please call us at The Old Bridge on 01480 458410

Or send us an email at help@thebottleshops.com and one of our team will respond to you within 48 hours.

Help

100% Guarantee

We confidently guarantee every bottle we sell: if a wine fails to satisfy, for whatever reason, we'll arrange to collect it and refund you or replace the wine. We understand it can be tricky to order wine just by a description, which is why we have our 100% guarantee. If you aren't happy with a bottle don't pay for it, just contact us to let us know.

Orders

Can I cancel an order?

You can cancel your order in your account until the point it is dispatched.

Orders

Can I return my order?

If your wine is damaged or you have received the wrong wine, please let us know. If you want to return for other reason, there may be a cost associated with this. Wine must be returned to us in the same packaging you received it.

Orders

What I do if I’ve received the wrong wine, or my case is damaged?

Your wine should reach you in perfect condition – and be exactly what you ordered. If you haven’t received it within the expected timeframe, or something isn’t right please contact us.

Orders

How do I track my order?

Your wine will be delivered by Chestnut Logistics or our courier company.  

We will send you an email once your order has been dispatched. 

If your order is being sent by our courier company, you will receive an email to track your delivery. You can track it by following the link in the email or by logging into your account.

If Chestnut Logistics are delivering one of our friendly drivers will bring your wine to your door. If you are not home and they can’t find a safe space to leave your wine, they will leave you a card and ask you to call them to rearrange delivery.

If your order is more than £500 in value, we will call you to arrange delivery from the outset.

Orders

Where do you deliver?

We deliver to all areas of Mainland UK.

For deliveries outside of Mainland UK, including Northern Ireland, the Channel Islands, Isle of Man, Scottish Islands, and Isles of Scilly, please contact us help@thebottleshops.com to arrange delivery.  

We don’t currently make international deliveries.

Orders

Where is my order?

Wines are delivered by courier or Chestnut Logistics. We recommend you allow 72 hours (three working days) of ordering for delivery.

Orders may take longer to Scotland, Northern Ireland.

Delivery

Can I get next day or named delivery?

This can be organised at point of order.

If you order before midday Monday-Thursday, we will be able to deliver next day for £15.99.

Delivery

Do you deliver overseas?

We don’t currently make international deliveries.

Delivery

How much does it cost?

Delivery is free for orders over £100. For orders under £100 a delivery charge will be applied at checkout:

For orders under £75 a delivery charge of £24.99 will be applied.

For orders between £75 and £99.99 a delivery charge of £5.99 will be applied.

Next Day delivery is only available for orders over £75. Order before midday for delivery on the next working day. A delivery charge of £15.99 will be applied.

Delivery

What happens if I’m not at home for a delivery?

Chestnut Logistics or our courier company will aim to leave your wine in a safe place if you are not at home. This is not always possible. If we can’t leave it in a safe place, we will either leave you a card to contact us at Chestnut Logistics, or our courier company will let you know alternative delivery options.

Collection

Can I collect my wine from one of the Big Houses?

Yes, you can – there is no extra charge for collection.

You can already collect from The Old Bridge (once The Maltings opens later in 2024 you will be able to arrange collection from there too).

Either order direct from the Big Houses - you can do this in-person or by calling them - or order online and opt for collection. Your wine should be available for collection the following day – we will contact you when it is ready for you to pick up.  

My Wine

Can I make up my own wine selection?

Yes – you can choose from our online store and create your own case. To qualify for free delivery you must spend over £100.

My Wine

Do you offer gift vouchers and can I use them to buy wine?

Gift vouchers are location-based and can be purchased from our Big Houses. They can then be used at our in-store Bottle Shops.

My Wine

How many wines are in my case?

You can choose your case size – all the cases we select for you are offered in quantities of six or 12 bottles.

My Wine

What is in my monthly case?

We offer a simple selection of expertly curated wine.

We update our mixed cases each month. There are two options both six and 12 bottle cases – a Monthly Mixed Case (£150 for 12 bottles) and a Celebration Mixed Case (£200 for 12 bottles).

In addition, we offer the following case (the price changes according to the selection):

  • The Explorer case which is changed four times a year
  • A White Wine case which is changed four times a year
  • A Red Wine case which is changed four times a year
  • A Rose case which is changed four times a year
  • A Sparkling case, which is changed four times a year

Wines are changed seasonally in November, February, May and August.

Events

Can I cancel?

Unfortunately, tickets are non-refundable.

Events

How can I sign up for a tasting?

Sign up is done directly with the Big House. Click here to contact them.

Events

How do I find out first about an event?

Sign up to our newsletter to be the first to hear about upcoming events. Or have a look on our website for the latest planned events.

Events

What happens if I can’t go after I have booked?

Unfortunately, tickets are non-refundable.

Events

What is a tasting?

Tastings are informal and held in our Old Bridge Bottle Shop every single day (they will also be held at The Maltings once it opens in Summer 2024). They work best when there are between 12-15 people. Each person gets a pre-paid card loaded with £12 or £18, which they use to try some of the wines in our ‘enomatic’ machines. Canapes can be ordered 24 hours in advance. They cost £8.95 per person.

Events

What is an event?

These are formal, organised gatherings linked around a theme. They tend to be educational, and they include a sit-down dinner. They must be booked in advance.

Contact us.

Have you got a question? Have a look at our FAQs to see if your question is answered. If you would like to make or amend an event booking or book a tasting at The Old Bridge call 01480 458410. Complete the form and someone will be in touch in the next working day. We’d love to hear from you.