Frequently asked questions

What days can you deliver on?

Most deliveries are made Monday to Friday. No deliveries are made on Sundays or Bank Holidays.

What happens if no one is home to meet the courier?

If no one is home, our courier will either leave a card to say they have attempted delivery, or they will leave the parcel in a safe place or with a neighbour. The calling card will ask you (or your gift recipient) to contact them to re-arrange delivery, or to arrange collection of the wine - whichever is the most convenient. You may find it easier to authorise our courier to leave the order in a certain place, but Great Western Wine will not be held responsible if you do choose this option. If a calling card is left it is your (or your gift recipients) responsibility to call the courier within 2 working days, otherwise the wine will be returned to Great Western Wine. You can then either collect your parcel from us, or pay our cost price for us to re-deliver (currently £7.50 per dozen bottles, UK mainland).

What happens if my wine / wine gift is broken in transit?

Our transit boxes are designed to withstand most things, but unfortunately wine does sometimes break in transit. Our carrier advises us if there are any breakages in a daily delivery audit of all parcels sent the previous day, and we resend all breakages immediately they tell us of any problems. It is, however, still very important that you let us know of any breakages once received so we can arrange replacement wine for you as quickly as possible. We will always replace any wine broken in transit as soon as the breakage has been notified to us, be it your own personal wine, or in wine gifts sent to your customers, staff, family or friends. Please always check both the number of parcels, and the condition of any wines you sign for - as we cannot be held liable for any breakages once you have accepted and signed for them.

Will Great Western Wine provide a refund for, and collect, any wine I don't enjoy?

On the (extremely!) rare occasions a customer does not enjoy a wine, we will of course offer a full refund and collect the wine (UK only). We want you to be delighted with any wines you purchase from Great Western Wine. We will always use this as an opportunity to find out what wines you enjoy, and make personal recommendations to ensure we pick the right wines for you on any future orders. Please note this offer does not apply to Bordeaux wines purchased En Primeur.

How will I know when my order is processed?

As soon as you place your order you will receive an email from us, informing you that your order has been received and is being processed. This email will contain your order summary and order number. Our carrier will also email you informing you when your order has been despatched - including a delivery ETA (usually within a 4 hour window).

What if I've made a mistake on my order?

If you have made a mistake on your order please ring us on 01225 322810 (Mon - Fri 9-5.30) and we will correct your order.