Frequently Asked Questions


HOW DO I PLACE AN ORDER?
ONLINE: Order quickly, easily and securely all day, every day. Simply browse our award-winning range of wines using the various search options available.  When you’ve found what you want, click BUY NOW to add to your basket.  When you’re done, click on the BASKET and follow the simple check-out procedure. 
CALL US: Call one of our dedicated Customer Service team during our normal office hours and we’ll be happy to take your order.
E-MAIL US: Drop us an e-mail and one of our dedicated Customer Service team will get back to you during our normal office hours.
 
WHAT IS YOUR MINIMUM ORDER QUANTITY?
We do not sell wines by the bottle unless they are packed singly. We have no minimum order, however we are unable to split or mix cases.  A delivery charge will apply should you not reach our minimum order value.
 
WHAT IS YOUR MINIMUM ORDER VALUE?
We offer free delivery on all orders of £300 and above (inclusive of VAT).  Orders under this amount will be subject to a delivery charge which may vary dependant on your location.  Our standard UK mainland delivery charge is £7.50 exclusive of VAT (£9.00 inclusive of VAT).
 
WHEN & HOW DO I PAY FOR MY ORDER?
If you order online, pay for your order when you checkout via our secure payment system.   If ordering over the phone, one of the team will take your payment and send you an e-mail receipt of your transaction.   

WHICH CREDIT OR DEBIT CARDS DO YOU ACCEPT?
We accept all Visa credit and debit cards, along with Mastercard, Maestro and JCB.  At present we are unable to accept American Express or PayPal payments.
 
HOW CAN I ORDER IF I DO NOT WANT TO ENTER MY CREDIT CARD DETAILS ONLINE?
Just give our team a call – they’ll talk you through it!
 
HOW DO I KNOW IF MY ORDER REQUEST HAS BEEN ACCEPTED?
You’ll receive an Order Request Notification e-mail and a separate confirmation of payment e-mail from WorldPay. We’ll confirm your order during our office hours.  If we are unable to fulfil your order for any reason, one of the team will contact you. Make sure you familiarise yourself with our Terms & Conditions.
 
CAN I SPECIFY SPECIAL DELIVERY INSTRUCTIONS?
When checking out, you can leave any special instructions for our driver in the box provided. Want us to leave your order with a neighbour?  No problem!  Ideally we require a signature on delivery, but will leave your order in a secure place upon your request.  Do note however, that this is at your own risk.
 
CAN I SEND MY ORDER TO A DIFFERENT ADDRESS?
Yes – complete the shipping address during the checkout process.  When completing payment, our WorldPay system will ask you for your billing details.
 
WHEN CAN I EXPECT MY DELIVERY?
On receipt of your order request, we will confirm your order and aim to deliver within 5 working days.  Please refer to clause 6 of our Terms & Conditions for more detailed information.
 
CAN I SPECIFY A DELIVERY TIME?
Unfortunately we cannot guarantee delivery times, but we’ll do our utmost to fulfil any requests you may have. 
 
WHICH AREAS ARE SUBJECT TO A DELIVERY SURCHARGE?
The following postcode areas are subject to a delivery surcharge.  We will contact you to obtain this surcharge payment prior to dispatching your order:
AB, BT, DD, DG, HS, KA27-28, KW, KY, PA, PH, PO30-41, TD and ZE
 
HOW DO I CANCEL MY ORDER?
In the unlikely event that you’d like to cancel an order, it is your right to do so from the moment you place it and up to 14 days from the day you receive your goods.   To cancel your order, please contact our dedicated Customer Service team here.  A collection charge may be payable to collect any order you have received which we’ll deduct from any refund due. 
 
WHAT IS YOUR RETURNS POLICY?
If you wish to return all or part of your order, please contact our dedicated Customer Service team to arrange this.  A collection charge may be payable which we’ll deduct from any refund due.  Please refer to section 9 of our Terms and Conditions.
 
WHAT HAPPENS IF MY ORDER IS DAMAGED WHEN IT ARRIVES?
In the unlikely event that you order arrives damaged, you can either refuse the delivery and our driver will return it to us; alternatively, if you’d prefer to keep the order, please sign the delivery note “Damaged on Arrival” and be sure to contact us immediately by emailing weborders@eurowines.co.uk or calling our dedicated Customer Service team.  Keep the damaged item(s) for inspection.

WHAT HAPPENS IF MY WINE IS FAULTY?
We are confident in the quality of our range, however, wine being a natural product there is always a small risk of a natural fault occurring (corked, oxidisation etc).  If you believe a wine to be faulty, please contact our dedicated Customer Service team who will aim to resolve your query to your satisfaction.
 
IS IT POSSIBLE TO PERSONALISE MY ORDER?
No – unfortunately we are currently unable to personalise your order or offer any gift wrapping services. 
 
HOW DO I REDEEM PROMO CODES?
Simple!  When checking out, enter your promo code in the box provided.  If valid, we’ll automatically apply your code to your total.
 
I HAVE A COMPLAINT.  WHO DO I CONTACT?
Please address any complaints with regards our products or service to: Eurowines Limited, Vintage House, 6 Heathmans Road, London SW6 4TJ.
 
CAN I OPEN AN ONLINE ACCOUNT WITH YOU?
Customers are currently unable to open an online account with us; however, we hope to have this facility available in the future.
For trade customers interested in opening an account, please contact us.
 
HOW DO I CONTACT EUROWINES?
Contact us here
 
WHAT ARE YOUR OPENING HOURS?
Our office opening hours are between 8am and 5.30pm Monday to Friday, excluding Public Holidays.  You can order using the website at any time.
 
HOW MUCH DOES IT COST TO TELEPHONE EUROWINES?
The cost of calling our 0870 numbers depends on the service provider and whether you are using a landline or mobile.  Feel free to e-mail us with your contact number and one of the team will call you back as soon as possible; alternatively, call us during office hours on 020 7610 8610 – standard call charges apply.