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Click & Collect
The Click & Collect (local pickup) Service is only available from our shop located in Pangbourne, Berkshire RG8 7AB.
If you chose to collect your order from our store, the date for collection will be sent by email after you have placed your order (it normally takes between 2-3 working days, upto 5 days after your order has been placed)
Please note that you will be unable to collect your order earlier than the agreed date.
Please bring your order number and the credit card you used to pay for your order (we will not be able give you your order unless you produce an appropriate form of I.D.)
Whilst we make every effort to have your order ready for collection at the agreed date, please note we will not be liable if we fail to do so in part or in full due to circumstances beyond our control.
Change in your order status
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.
What happens if my parcel is damaged when it arrives?
We send thousands of parcels every year and only a handful have any problems. However, if your parcel is visibly wet or damaged, or shows signs of having been tampered with, you should refuse to sign for it and have it returned to us. You should contact us immediately if this happens.
Can you gift-wrap bottles?
No – Unfortunately we can’t. Our main priority is that your bottles arrive unbroken and in perfect condition, so we have to pack all our orders very carefully with that in mind. Unfortunately, this makes gift-wrapping impossible.
Exceptions are made, depending on the shape and size of the bottle, and we can gift-wrap individual bottles, such as champagne or spirits. Please phone one of our representatives before you place your order for clarification.
How do I redeem discount codes?
To redeem a discount code just click on Have a coupon? type it into the box below and press apply coupon then fill out your details below and proceed to checkout. It’s as simple as that!
Can I send my order to a different address?
Yes – just enter the name and address of the person you want us to deliver to in the ‘Shipping Address’ section when you are placing your order.
I don’t want to enter my credit card details online. Can I still place an order?
Yes – Just place your order as normal, click on the ‘x’ in the top corner of your browser on the card details page and call us with your card details.
Is my privacy assured?
Yes – We take your privacy very seriously and will only use any information you supply to us lawfully and for the purposes of your transaction with us, in accordance with The Data Protection Act 1998. Your details will never be sold or supplied by us to any other companies.
Can I personalise my order?
Yes – A personalised gift message service is available on all orders, you can add a message (max characters 150). Just type the message you want to send into the ‘Gift Message’ box at the time when placing your order (details page).
We despatch gifts on behalf of our customers all the time and can add a gift message to accompany your order. Simply proceed to checkout from your shopping basket and you will be able to add an address for this order. You can be assured that we will only send out the gift message and a delivery note with the order.
How secure are my details on your site?
Our online secure system is certified and you can enter your card details in complete confidence. Every page that contains any of your details will display the yellow padlock in the bottom right hand corner of your browser and the web address will begin https://. If you right click with your mouse button on any of the secure pages and select ‘properties’ you will be able to view our security certificate. We work with the major banks to ensure your card details are as secure as possible. As such, you may be prompted, when purchasing on our site, to provide some additional authentication that your bank will ask for. This appears after the payment page and depending on the card type.
What is your returns policy?
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.
I’ve shopped here before, what do I do?
If you have already shopped online with us, simply sign in using your e-mail address and the password you chose. If you have forgotten your password you can click on ‘forgotten your password?’ and we will e-mail a new one to you (you can change this at any time in Your Account). Should you no longer have access to the e-mail address that is registered on Your Account or have any problems signing in please use our LiveChat service or Email us using our Contact Us Page.
How do I contact Simply Wines Direct?
Online: You can contact us with any query using our online form.
By LiveChat
Order Line: Use LiveChat or leave us an offline message
LineChat Open
Weekdays: 11.00am – 5:00pm
Saturday: 11:00am – 5:00pm
Sunday: CLOSED
Bank Holidays: CLOSED
By post:
Simply Wines Direct Customer Services
4 High Street
Pangbourne
Reading
Berkshire
RG8 7AD
Where will you leave my order?
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.
Where do you deliver to?
We will deliver your order within five to ten working days, in some circumstances we can do next day ( please call our customer services department for further clarification ), although delivery to the Scottish Highlands, some other areas of Scotland, Northern Ireland and offshore islands can take an extra few days.
You can arrange to have your wine delivered to any UK address (excluding the Channel Islands, Isle of Scilly, Isle of Man and Isle of Wight). Unfortunately we are not able to deliver to PO Boxes or to BFPO addresses.
(Please allow a few extra days for delivery to addresses with post codes AB, BT, HS, IM, IV1-23, IV25-27, IV30-32, IV36, IV40-56, KA27-28, KW1-3, KW5-17, PA20-49, PA60-PA78, PH19-26, PH30-44, PH49-50, TR21-25, ZE.)
It should also be noted that Bank Holidays can add a day or two to delivery times. We will send you an e-mail when your order has been despatched and you can check its progress online.
How much is delivery to Northern Ireland?
Delivery is charged at £34.99 for a case of 6 bottles only, additional charges apply for greater quantities. Please be aware this service is between 2-3 days for delivery. Please Live Chat one of our representatives if you are unsure how to proceed.
How much does Standard Delivery cost?
Our delivery charge is £8.99 per consignment for single bottles and £8.99 for a case of six bottles up to 12 bottles, every additional 12 bottles incurs an additional £7.00 charge.
Why do I need to sign-in?
Simply click on “Your Account” at the top of the screen, main horizontal navigation menu. You will be prompted to log in using your e-mail address (or Customer Number) and the password you chose when you set up your online account.
Once we know who you are, we can tailor your view of our homepage to tell you about some offers we personally recommend for you. We can also then present you with your Order history details, wines you may have reviewed and Your Account information.
