FREE DELIVERY ON ORDERS OVER £100 T&Cs apply

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Frequently asked questions


Ordering Online

1) What if I need some help using the website? 

Read through all the questions on our FAQ and if you’re still unsure contact our customer service team on 020 8951 9840 or email us at online@amathusdrinks.com.

2) I can’t find a product on your website?

The easiest way to search for a particular product that you’re interested in, is to enter the product code (SKU) or the product name into the on-site search bar (top left corner) which is found on any page on the website. If the item is on the website, it will appear and be marked either as in stock or out of stock. If you cannot find the item it is likely that it has been discontinued. However, there is still a chance that one of our stores has the item so you can call us on 020 8951 9840 and we will be happy to help. Alternatively, you can look for a similar product on our website.

3) If an item is out of stock, can I still order the item?

Not currently. There is an option to request an email notification when a product comes back into stock on the product page for each item that is currently out of stock. We will be providing a pre-order service in the near future so make sure you sign up to our newsletter so you hear it first. You can also call our customer service team on 020 8951 9840 to see if we have that product in a store and they can arrange the stock for you.

4) Is gift wrapping available?

Our gift wrapping service is available again online.  You can select a gift-wrapping service for £4, but only when you get to our Shopping Basket web page. When you are there, simply click on the ‘Gift Options’ section, select the gold/silver gift wrapping paper image, fill in any message details you want on the right up to 70 characters, and then press ‘Update Shopping Basket’. Your basket will then automatically apply the £4 cost addition.  Your gift message will then be hand-written onto a gift tag and placed with your items for delivery.

if you would like to add additional gift message text (above 70 characters), place the order online with part of the gift message included and then email us at online@amathusdrinks.com with the rest of the text and we will accommodate you as per your request.

5) Do you have any discount codes?

All of our discount codes are communicated via marketing promotions so the best thing to do is sign up for our newsletter and connect with us on our social platforms e.g. Facebook, Twitter and Instagram. We do have a mix and match offer available whereby you can order a mix of wines, spirits, beers and other drinks, and receive an increasing discount at quantities of 6, 12 and 18 items. Please note that, for some drinks like beer, an item normally means a multipack case, not a single can or bottle.  Please also note that some items, such as fine or rare bottles, are not included. To receive this discount, you must be logged in to your Account. 

6) Can I purchase or use a gift card?

This is not currently available however we will be launching this service in the near future.

7) Can I order over the phone?

If you are not able to order online or at one of our stores you can contact us on 020 8951 9840 and we will be happy to take your order over the phone.  Please note that lockdown restrictions have meant that we are operating at a reduced service and we may not always be able to answer the phone. 

8) Can I come back to order at a later date?

Your items will be saved in your basket for up to one month but will not be reserved should they go out of stock. If you want to make a repeat order please login to ‘My Account’ and you can place a ‘re-order’.

9) What if I haven’t received a confirmation email?

All confirmation emails are automatically generated upon a successful purchase. It’s worth checking to see if it is your junk mailbox and then check with your bank if your payment definitely went through. If you still need a confirmation email, give us a call on 020 8951 9840 and we will email you one.


Payments

1) What information do I need to provide when making an online payment? 

You simply need a valid credit or debit card, and to enter your name, card number, expiry date and CVC number on our Sage Pay checkout page. You will also be required to accept our terms and conditions, and confirm you are over 18.

2) What payment methods do you accept?

We accept all major credit and debit cards including Visa, Mastercard and Maestro via our Sagepay payment portal. We do not accept American Express.

3) Are my payment details stored?

No, we do not store your card details. Online payments are made via our secure Sagepay payment gateway service and our Magento platform follows the Payment Card Industry Data Security Standard (PCI DSS) which means we can safely and securely process your data to prevent fraud and data breaches.. We also use the latest SSL technology (secure server technology) to ensure all personal and order details are protected throughout your time on AmathusDrinks.com. For more information please refer to our Privacy Policy & Data Protection.

4) When will the payment be taken out of my bank account?

When you place a successful online order, funds in your bank account will be deducted immediately. If there is a problem with your order, you will be notified on the payment page. Very occasionally, a payment can fail and money can still be deducted from your account. This is because the bank thinks the payment will be successful and holds the money in a pending state for 5 days. The money will be returned to you thereafter. If you have any concerns please contact us immediately on 020 8951 9840 or email us at online@amathusdrinks.com.

5) My payment keeps failing to go through? What do I do?

Check the details you have entered or try using a different card. If you are still getting a payment error, please call us on 020 8951 9840 and we will take your order over the phone. Your previous attempts will have been made void, so you will not be charged.


Deliveries

1) When will my order be delivered? 

We aim to ship items within the same working day but always within 2 working days, subject to the order being placed before 2pm and subject to the availability of stock.  *If stock is not available at our warehouse and needs to come back from one of our stores before we ship to you, your order may take up to 5 working days to be shipped – whether that is to your delivery address or to one of our stores. Once your order has been despatched, you will receive a shipment confirmation email and the following day you will receive a text from our courier with a delivery window.  If your order has still not arrived, please email online@amathusdrinks.com, quoting your order number.

Please note that lockdown restrictions have meant that we are operating at a reduced service on Mondays and Fridays and as a result your order may be slightly delayed.  Look out for your shipment confirmation email, as once you receive this your order will arrive the following day.  

2) What is the cost of delivery?

The minimum order amount to qualify for FREE delivery is £100 Inc. VAT. For orders under £100 and under 20kg, a flat fee of £6.90 will be applied. Additional shipping charges are applied to orders over 20kg but under £100, which are dependent on the weight and location of where the items are being delivered.

3) Can I collect an order from store?

You can order any item on our website and collect it from one of our stores, using the ‘click and collect’ option during the checkout process, where you can choose a store to pick up from, for free.

If we have stock of the same product already in your chosen store, you can pick it up the same day. If stock is unavailable for same-day collection, you will get an email letting you know when it will arrive at the store – usually between 1-3 days. A member of staff at the store will also give you a call once your order is ready for collection. You will be required to show proof of ID and the payment card used to place the order, before we can hand over the goods. You must arrange suitable transport to collect the goods.

Please note that for any 'click and collect' orders placed after 2pm on a Friday, where stock is unavailable in that store, you will need to wait until the following Tuesday at the earliest to collect your item from your chosen store. Our store opening times can be found on each individual store page via stores.

4) Can I get my order delivered to a different address?

Yes, you can choose to have your order delivered to another address other than the billing address. Please enter the name and the address of the person you would like to send the goods to in the shipping address field.

5) What happens if I am not in during the day of delivery?

If you are not in during the delivery window, the driver will try to make contact with you to find a time to redeliver your goods. If you specifically want your items left in a safe place whilst you are out, you must inform us so we can liaise with the courier.

6) Do I have to sign for delivery?

Yes, all deliveries will be required to be signed on delivery. Please note that an adult over the age of 18 must be present at the address to sign for the goods and will be required to show proof of ID. You must not buy alcohol on behalf of under 18s. We apply "Challenge 21" policy to all delivery and collection orders. We will not supply if the person receiving or collecting orders appears under the age of 21.

7) I’ve had the wrong items /quantities delivered?

You can request a tracking number by emailing us at online@amathusdrinks.com. We are in the process of making this appear automatically via email.

8) Can I get a tracking number for my order?

If you are not in during the delivery window, the driver will try to make contact with you to find a time to redeliver your goods. If you specifically want your items left in a safe place whilst you are out, you must inform us so we can liaise with the courier.

9) Do you deliver to addresses outside of the UK?

This service is not available on our website however if you email online@amathusdrinks.com with your request, we will aim to get this delivered and give you a bespoke delivery cost.

 


Refunds, Returns and Cancellations

1) How do I cancel an order? 

If you need to cancel an order you have just placed, you can do so by calling our customer service team on 020 8951 9840 and provide your order confirmation number and name. If you call us after your item has shipped, we will be unable to cancel it and you will need to return to us.  Please email us at online@amathusdrinks.com with your order confirmation number, full name and the reason you for the return. Shipping charges are non-refundable. We advise you to obtain a postal receipt or send the items back via recorded delivery.

2) I’m unhappy with the order I received. How do I get a refund?

If you are unhappy with your product, you are entitled to a full refund if you return the items to us unopened and in the original packaging within 30 days of purchase. To request a refund please email us at online@amathusdrinks.com with your order confirmation number, full name and the reason you for the return. Shipping charges are non-refundable. We advise you to obtain a postal receipt or send the items back via recorded delivery.

3) How do I go about returning an order I no longer want?

To return an item, please email us at online@amathusdrinks.com with your order confirmation number, full name and the reason you for the return. Shipping charges are non-refundable. We advise you to obtain a postal receipt or send the items back via recorded delivery.

4) How long will my refund take to process?

When you place a successful online order, funds in your bank account will be deducted immediately. If there is a problem with your order, you will be notified on the payment page. Very occasionally, a payment can fail and money can still be deducted from your account. This is because the bank thinks the payment will be successful and holds the money in a pending state for 5 days. The money will be returned to you thereafter. If you have any concerns please contact us immediately on 020 8951 9840 or email us at online@amathusdrinks.com.

 


Product Information

1) Do your products come with advice on what to drink them with? 

On many of our product pages on our website, there is a ‘download product info’ link which gives you further information about the item and advice on what to drink it with.

2) What wine varieties do you offer?

Our expert buying team select wines from all corners of the wine world, including Old World classic places like Burgundy, Bordeaux or Barolo, New World countries like Australia and South Africa, and unusual places like Georgia and Lebanon. Our selection covers everyday wines and fine & rare examples, across a wide range of styles and of grape varieties. You can browse our range easily by going to Wine on the top menu of the website and viewing by country, region, style or price.

3) What is your oldest whisky?

Our expert buying team curate a wide range of whiskies from all around the world. This includes a list of small parcels or limited editions of fine & rare whiskies, which is constantly being updated, so our oldest changes frequently. The best way to keep up to date with our range is to sign up for our newsletter and connect with us on our social platforms e.g. Facebook, Twitter and Instagram.

4) Do you offer anything to accompany your drinks?

We offer cocktail garnishes and accessories online and we will be expanding our range further soon.  Some of our stores sell jamon, cheese and nuts too.  Sign up to our newsletter to stay abreast of all the latest news, products and promotions.

 


Trade Enquiries

1) I am interested in become a trade customer. What do I do?

Please call us on 0208 951 9840, and choose option 1 and speak to a member of our trade team.

2) I am already a trade customer but I cannot get hold of my Account Manager. What do I do?

Please call us on 0208 951 9840, choose option 1 and another member of our trade team will assist you.

 


Other Information

1) How do I change my email, password or address?

You can log into ‘My Account’ and change your email, password or address details from there. You can also do a few other things like sign up to the newsletter and re-order your previous order.

2) How can I register for Amathus events?

Please visit our events page or sign up to our newsletter or social media where we provide all event updates.

3) I am holding an event and would like to order some drinks?

If you are holding an event and would like to order some drinks, please get in touch and a member of staff will be able to confirm your requirements before placing your order.

4) Can I sign up to the newsletter? 

You can sign up for our newsletter at the bottom of every page on our website.

5) Do you stock ethical products?

Yes, we are pleased to support producers who implement initiatives that benefit the environment and their local communities. We stock a wide range of organic & biodynamic wines & spirits, vegan and sustainable drinks at Amathus. This information is included in the ‘More Information’ section on the detailed pages for individual products.