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If I don't find the answer to my question here, how can I find help?

If you can't find the answer to your question here, please contact the DrinksDirect.co.uk Online Customer Support Team. You can email us on info@drinksdirect.co.uk or fax us on 0845 519 5445.

Most enquiries are responded to within 1 hour. We aim to respond to all enquiries within 24 hours.

Can I shop at Drinks Direct.co.uk without logging in or registering?

Yes. The DrinksDirect.co.uk website does not require you to register or login. You can browse, add products to your basket and buy from the website without logging in or registering. At DrinksDirect.co.uk we endeavour to make the online shopping experience as simple and user-friendly as possible.

How can I specify a delivery address which is different to the invoice address for my order?

To be able to type in a delivery address which is different to the invoice address, e.g. if your order is a gift, then on the first checkout page in the section named "Select Shipping Destination" you are prompted "Deliver to a Different Address?" Here you must click on the box to the right. A tick will appear and you will be prompted for a delivery address on a later checkout page.

How can I pay for my order if I have problems paying using the online payment method?

To avoid most issues which may occur when paying for your order please make sure on the Payment Page on which you enter your Credit/Debit Card details the Billing Address and Billing Postcode is amended, if necessary, to the address/postcode to which your card is registered.

Providing an incorrect Billing Address/Postcode can result in the transaction not being authorised and may be subject to further authorisation checks which may delay the dispatch of your order.

Also please make sure the security code is entered exactly as shown on your card. For all cards except American Express, the security code is the last 3 digits printed on the signature strip. With American Express cards, the security code is the 4 digits printed just above the card number.

If you experience any problems using the online payment method press the back button on your browser until you are redirected to the main DrinksDirect.co.uk website. Your order should still be in the cache on your computer, you can then select the "Phone me for Card Details" Payment Method from the drop-down box on third/fourth checkout page. A Customer Services Representative will then call you to take payment details for your order.

Do you have a minimum order level?

We have a minimum order value of £10 (excluding delivery charges). This can be made up of just one bottle or more. The delivery charge is fixed at just 5.99 no matter how much you buy for delivery throughout mainland UK. Further information is provided in the Delivery Section.

My order is a gift and I want to choose my own gift box, how can I do this?

Simply click on the Gift Box Options sub-department (contained in the department with the same name) and you will be presented with a range of gift boxes.

Choose the one you like then add to your basket. You will also be prompted for a gift message which must be entered and will be included with the order. You can also specify a delivery date here (Monday - Friday or Saturday).

Then simply browse the Drinks Direct.co.uk website and add the products you wish to include in the gift box and we will automatically add the items to the gift box. It's that easy!!
If a Gift box is not chosen then your order will be dispatched in our standard protective packaging. You can still add a gift message for such orders. The gift message for such orders can be added during the checkout process in the "General Information / Gift Message" section.

On the DrinksDirect.co.uk website there are all these Case of 6 Deals but I only want to purchase one bottle, how can I do this?

Simply click on the add to basket for any particular product (the quantity box is always 1 unless you change it) and this will add a quantity of one of the selected product.

To take advantage of the Case of 6 Deals simply change the quantity of the product to 6 and click on the add to basket button. The discount will automatically be calculated. It's that simple!! And remember the delivery charge is fixed at just £5.99 for UK Mainland delivery.

Can I pay using my American Express card?

Yes, you can pay online using your American Express card. Please make sure the Billing Address as shown on the page where you enter your card details is the same as the address to which your card is registered. Providing a different address can result in the transaction not being authorised and may be subject to further authorisation checks which may delay the dispatch of your order.

Does DrinksDirect.co.uk deliver on a Saturday?

Saturday delivery is available for Mainland UK delivery addresses. All orders dispatched on a Saturday delivery service are expected to be delivered before 12 noon on Saturday.

Saturday delivery must be selected from the "Class of Service" drop-down box on the second checkout page for an order to be dispatched on the Saturday delivery service. Please note the Saturday delivery charge is £14.99 for up to 6 bottles. For further details on Saturday deliveries please contact us on info@drinksdirect.co.uk.

I don't want my personal address, which is the address to which my card is registered, to be shown on the Packing Sheet?

All orders placed on the website have a packing sheet enclosed with the order. The packing sheet contains the order number, invoice address, delivery address and product/s ordered. No pricing or discount information is provided on the packing sheet.

If you wish to send a business order using your personal Credit/Debit Card, you can enter your business address details for the invoice address. However on the Payment Page on which you enter your Card details please amend the Billing Address and Billing Postcode to the address/postcode to which your card is registered. Providing an incorrect Billing Address/Postcode can result in the transaction not being authorised and may be subject to further authorisation checks which may delay the dispatch of your order.

When paying for my order I get the message "DrinksDirect.co.uk would not accept the transaction due to an insufficient fraud checking score", what do I do?

This can be due to :

- the 3 digit Security Code (this is the last three digits above the signature strip on your card or the last 4 digits on the front of your card for American Express) being entered incorrectly.

- your Billing Address and Postcode on the Payment Page is incorrect (this is the address to which your Card is registered)

- your Card Issuing bank has put your card on hold.

If you originally entered any of the above details incorrectly please amend the Billing Address and Billing Postcode on the Payment Page to that address and postcode to which the Card is registered and proceed as directed on the page.

If you continue to experience difficulties you can choose the "Phone me for Card Details" payment method. A Customer Services Representative will then call you to take payment details for your order.

Can I send a personalised message with my order?

Yes. All Gifts in the Gifts Department include a hand-written gold gift tag with your personal message. When you purchase a gift from the gifts department you will be prompted for your personal message. This is part of the shopping process on the website.

We can also include your personal message even if you have not purchased from the gifts department. For example, if you have purchased a mixed case of drinks for a friend.
Simply enter your personal message in the appropriate box in the "Gift Message / General Information" section on the 3rd checkout page.

For corporate orders, businesses may have their own company stationary included, as required. We also have available a bespoke gift box printing service. Please see the Corporate Orders section for more details.

Can I specify a delivery date for my gift?

Yes, you can specify a delivery date for Gifts from the Gifts Department or if you select a Gift Box Option and choose your own product/s to include in the gift box.

In the "Please select a delivery date for your gift" box simply select the date you would like your gift to arrive at the delivery address, Monday-Friday (working days) or Saturday (please note if you select a Saturday delivery date, "Saturday Delivery" must also be selected in the "Class of Service" box during the checkout process).

For gifts from the gift department to be dispatched the same day as the order is placed, orders must be received before 3pm (on any Working Day) to be guaranteed to be dispatched same day provided the required product/s are in stock.

Please note that our courier company collects parcels from our Collection Depot Monday to Friday only, with the exception of Bank Holidays and other Public Holidays.

Example
If today is Monday 22 May 2007 and the order is placed before 3pm. In the box "Please select a delivery date for your gift" you select 24 May 2007. Your gift will be dispatched on Tuesday 23 May 2007 using our Next Working Day delivery service for arrival at the delivery address on Wednesday 24 May 2007.

What if the recipient of my order is not in when delivered?

Most orders are dispatched with the message "Leave with neighbour if not in". Please note our courier company cannot leave orders without first obtaining a signature for the receipt of the order.

Our couriers will attempt delivery on up to 2 separate occasions. The second delivery attempt is usually made the following working day unless the courier is instructed otherwise by the recipient, using the couriers contact details on the delivery attempt card left.

If delivery is not possible on the second attempt the order can be collected from the recipient's local delivery depot for free. Our couriers will hold the order for up to five days after the second delivery attempt, thereafter the order will be returned to our Dispatch Depot.

A majority of orders are delivered successfully on the first attempt however, where possible, we recommend a work address be provided as the delivery address to ensure the best chance of a successful delivery the first time.

You can also track the progress of your order by clicking on the link provided within the email you will receive once your order has been dispatched.

What is Body?

Our body ratings for wines and champagnes have been devised to help you choose a wine or champagne that you will like by grading our red wines according to their taste and our white and rose wines according to their sweetness.

Red wines have a rating from A to E. An A rating is an undemanding, light and easy to drink
wine. At the other end of the scale, an E rated wine is a bigger and more concentrated wine with a greater sensation of depth and fullness.

Our white, rose wines and champagnes have been rated from 1 to 9, according to their sweetness. A number 1 rating indicates the driest wine e.g. Champagne (Brut) and Chablis. A number 9 indicates an exceptionally sweet dessert wine. The numbers in between span the remaining dry to sweetness spectrum.

Will you deliver to my area?

We deliver to addresses throughout Mainland UK, Scottish Highlands, Scottish Isles and Northern Ireland. We do not deliver to the Channel Islands and the Republic of Ireland. For further information on delivery please see the Delivery Section

How do I cancel an order I placed?

Cancelled orders yet to be dispatched.

Orders that have not yet entered our dispatch process can be cancelled by sending an email with details of your order to cancellations@drinksdirect.co.uk. These orders will be cancelled and a full refund provided.

Cancelled orders already dispatched.

Orders which have entered our dispatch process or have been dispatched can be cancelled by sending an email with details of your order to cancellations@drinksdirect.co.uk. These orders will be provided with a full refund less all courier charges.

Please do not send back cancelled orders without first emailing cancellations@drinksdirect.co.uk to obtain your RMA (Return Merchandise Authorisation) number.

For full details please see our Terms and Conditions

What are the recommended PC requirements for using the DrinksDirect.co.uk website?

In order to be able to use this site most effectively we recommend the following PC requirements:

Operating software: Windows 8, Windows 7, Windows Vista, Windows XP, Windows 2000, Andriod, Macintosh OS X

Browser Software: Internet Explorer 7 and above, Firefox 3.6 and above, Google Chrome, Safari, Android or Opera

What if my goods are damaged, lost or has missing items when received?

On the rare occasion where your order is damaged, lost or has missing products these will either be replaced free of charge or a credit will be issued. Please see our Terms and Conditions for full details.

Why does DrinksDirect.co.uk not have a telephone service?

You can contact us at DrinksDirect.co.uk by email on info@drinksdirect.co.uk or fax 0845 519 5445. Most enquiries are responded to within 1 hour. We aim to respond to all enquiries within 24 hours. We do not have a telephone service as we aim to have a seemless ecommerce operation and corresponding by email and fax means all correspondence can automatically be filed safely and securely on our computer systems.

Is it safe to give my credit/debit card details online?

Your order and transaction details are encrypted using 256-bit SSL (Secure Socket Layer) technology, thus ensuring that they are transmitted safe and securely across the Internet. We hold a Thawte SSL Security Certificate. Thawte is the market leading provider for SSL security certificates. Please see our Security Section for further details.

If you have any further questions or concerns about the security of our service on the Internet, please contact our security and fraud prevention department on security@drinksdirect.co.uk

Can I pay by cheque?

Yes. To pay by cheque simply send your order and cheque by post to the address on the Contact Us section. Please make cheques payable to DrinksDirect.co.uk Ltd. The order will be dispatched once your cheque has cleared for payment.

How does DrinksDirect.co.uk protect my privacy?

We are committed to protecting your privacy and will only collect, administer and process information in accordance with the Data Protection Act 1998. We will not sell your information to any third parties. Please see our Privacy Policy section for further details.