FAQ

Here are some of our most frequently asked questions.  If you can't find what you're looking for, please contact the Customer Service team on 020 3489 5610

 

How to contact us

How can I contact you?

You can contact our Customer Service team on 020 3489 5610 (from within the UK) or +44 20 3489 5610 (from outside the UK). Alternatively, you can email us at contact@thegoodwineshop.co.uk or fill out a contact form on this page. You can also find us on Twitter (@thegoodwineshop) or Facebook.

When are you open?

Our standard opening hours are as follows:

  • Our Customer Service office is open from 10am to 6pm Monday to Friday 
  • Our London Shops in Chiswick, Kew and Richmond are open from 10am to 9pm Tuesday to Saturday and 11am to 8pm on Sunday and Monday.

Our Customer Service office is closed on Weekends and Public Holidays and all of our shops are closed on Public Holidays. Our opening hours vary over holiday periods so if you’re travelling a long distance to visit one of our shops, it’s always worth phoning ahead to double check we’ll be open.

What is your email address and when will you reply?

You can email us at contact@thegoodwineshop.co.uk and we’ll do our very best to help you as soon as possible. We aim to reply to all emails within 24 hours, but at busier times it may take us a little longer. If your enquiry is urgent, you can always give us a call on 020 3489 5610

Do you have a live chat service?

We plan to introduce this shortly.

 

Delivery & Shipping

Where do you deliver?

We can deliver to all UK and EU addresses and delivery charges for these addresses are included in the checkout process and detailed on our UK and International delivery pages. Of course we can also deliver to many international addresses but rates vary and so you will need to get in touch with our Customer Service team, particularly since there are restrictions, regulations and customs duties applicable to alcohol imports in many countries.

How long will it take for my order to arrive?

Our standard delivery is within 3-5 working days. Deliveries to Northern Ireland, The Isle of Man, The Isle of Wight, The Isles of Scilly, some areas of Scotland and Europe can take 6 to 10 working days. International deliveries vary, so contact the Customer Service team for an estimate. We only use couriers with first class online tracking so you will be able to track your order from warehouse despatch to delivery.

Why is my order sometimes despatched separately?

We will always do our very best to consolidate all your orders into one delivery. Occasionally, however, we will have to split your order into a few separate deliveries in order to ensure we can get your order to you on your chosen day.

How can I track my order?

Once your order is ready for delivery, we will send you an email letting you know it has been despatched from our warehouse. We will then send you an email the following day which will include a tracking link and will also send you a text if you have provided us with a UK mobile number. UK customers will be able to reschedule their delivery time with the courier if necessary.

Who will deliver my order?

We use a few select delivery partners to supplement our own delivery vans to ensure we can get your order to you no matter where you are. Our two main partners are Parcelforce and APC.

Can I collect my order from your West London shops?

Yes, you can arrange to collect your order from our stores in Kew, Chiswick and Richmond. That's free of course and you can select that option at checkout.

What will happen if I am not in when you try to deliver?

If you’re not in when we try to deliver, the driver will leave a calling card to let you know they tried to make a delivery. The card will explain how you can rearrange delivery for a more convenient day. If you think there’s a chance you might be out on the day of delivery then you can always specify “if out” instructions – either a safe place for us to leave your order, or a neighbour with whom to leave it.

Can I amend my order after it has been placed?

We will always do our best to cater for any amendments. Please contact our Customer Service team as soon as you know you’d like to make a change and we will try to deal with your request; however, depending on how close to completion your order is, it might not always be possible.

What if my order hasn’t arrived when you said it would?

Our drivers do a great job, but on the off-chance your order hasn’t arrived when you expected, please contact our Customer Service team and we will resolve the issue as quickly as we can.

What if my order has arrived and it’s damaged?

If your order arrives damaged, then please contact our Customer Service team. We’ll arrange for the damaged order to be collected and a replacement order sent out as quickly as we can for all UK customers.  For EU customers, depending on the circumstances, we may offer you a credit for the damaged bottles.

 

My Account

How do I access my account?

You can access your account by visiting www.thegoodwineshop.co.uk/login.

I am an existing customer, how do I set up an online account?

It’s more than likely that you already have an account set up with us using the email address you supplied when you first joined us. You can try logging in by visiting  www.thegoodwineshop.co.uk/login . If you’ve forgotten your password, then click “Forgotten your password” and we’ll guide you through the process of setting up a new one. If you still cannot access your account, please get in touch with our Customer Service team.

I’ve got more than one account with you; can I link them together?

Yes, please contact our Customer Service team and we’ll be able to do this for you.

How can I update my account details?

Once you are logged into your account you can update any of your details including your password, email address, invoice and delivery addresses, and payment details. If you cannot access your account, please get in touch with our Customer Service team and we’ll get you back online.

What else can I do via my online account?

On your account you can also see your profile, order history, any outstanding orders, your wish list and recently viewed items.

What should I do if I’ve forgotten my username or password?

If you’ve forgotten your password, then you click “Forgotten your password” and we’ll guide you through the process of setting a new one. If you still cannot access your account, please get in touch with our Customer Service team.

 

Buying Wine

How can I place an order with you?

You can purchase via our website www.thegoodwineshop.co.uk or you can call our Customer Service team to place an order. You can also drop us an email with the details of what you would like to purchase

Which wines or spirits should I pick?

We pride ourselves on having some knowledgeable wine experts here at The Good Wine Shop who have tasted all of our wines and know them well. Just get in touch with us and we can guide you through the process of choosing the most suitable wines for your needs. If you prefer to shop online then our website has some great search and filtering functionality to help you find exactly what you need.

How can I update my account details?

Once you are logged into your account you can update any of your details including your password, email address, invoice and delivery addresses, and payment details. If you cannot access your account, please get in touch with our Customer Service team and we’ll get you back online.

Is there a minimum order?

Yes. There is a standard minimum order of £100.  This minimum does not apply to purchases of gift cards or tasting tickets.

Are prices inclusive of VAT?

Yes, all prices are inclusive of UK VAT at 20%.

Can I request a VAT invoice?

Yes, just email Customer Service at contact@thegoodwineshop.co.uk with your order number and we would be happy to send you a VAT invoice in your personal or company name.

 

Returns & Refunds

What if my order has arrived and it’s damaged?

If your order arrives damaged, then please contact our Customer Service team. We’ll arrange for the damaged order to be collected and a replacement order sent out as quickly as we can.

My wine is corked, what should I do?

If you suspect your wine is corked or faulty, then please contact our Customer Service team. We’ll arrange for the out-of-condition wine to be collected and a replacement order sent out as quickly as we can. If we no longer have stock of the wine, a credit for the original purchase price of the bottle can be arranged.

We are happy to credit you for any wines which have not been opened and remain in perfect condition. Please contact the Customer Service team to arrange a collection and refund.

 

Our Shops

When are your shops open?

  • Our London Shops in Chiswick, Kew and Richmond are open 10am to 9pm Tuesday to Saturday and 11am to 8pm on Sunday and Monday.

How do I contact your shops?

Each shop has an individual phone number and email address which you can find on the Contact Us page.

Do your shops have parking?

No but there are parking areas near every shop and if you have pre-ordered then we would be more than happy to bring your wine to your car.

Can I taste wines in your shops?

We always have a selection of wines open to taste in our shops and all of our shops include a wine bar where you can order a bottle from the eurocave or the cellar and enjoy at leisure. We also regularly hold tasting events – both free and paid-for – in our shops. Find out about upcoming events on our Tasting Events page.

 

Gift Purchases

Can I buy products as a gift for someone else?

Yes, you can purchase products as a gift for someone else and have it delivered to their address. We offer a range of gift packaging and you can add a gift message free of charge.

What gift packaging do you offer?

We offer gift packaging in premium wooden gift boxes only for 1,2,3 and 6 bottle gifts as well as magnums. A few bottles of unusual design may not fit into these standard wooden boxes.

Can I send a gift message?

Yes, you can add a gift message of up to 240 characters for any order you place. You can enter this as part of the checkout process if you purchase online or by asking the member of our Customer Service team you are talking to.

 

Gift Vouchers

Do you sell gift vouchers?

Yes. We call them gift cards and they are emailed directly to the recipient's email address. They come in a variety of different designs for birthdays, weddings or anniversaries and can be redeemed in our London shops, over the phone and on thegoodwineshop.co.uk.

How can I buy gift cards?

You can purchase gift cards on our website.

What can I buy with my gift card?

You can redeem gift cards against wines, spirits and tasting events in our London shops, over the phone and on thegoodwineshop.co.uk.

How long are gift cards valid for?

Our gift cards do not have an expiry date.

 

Payment Options

Which cards do you accept?

We accept all major debit and credit cards. If you’d like to check a particular card, or are having trouble making payment, please contact our Customer Service team.

 

Tasting Events

What sort of events do you offer?

We offer regular tasting events and masterclasses every month at our shops in West London. Find out more about our events here.

Do you run private events?

Yes, we would be delighted to curate an event to your requirements, from a business meeting or lunch through to a birthday or anniversary celebration – either at an external West London venue of your choice OR at one of our shops.

My ticket hasn’t arrived yet – what do I do?

We will send you a Tasting Ticket order confirmation via email.  We don't issue or send hard copy tickets.