Delivery & Returns - All UK Addresses
Business operation update: COVID-19*
Our head office and warehouse situated at 309 Elveden Road, Park Royal NW10 7ST is open for business at levels to meet ongoing demand between 9.30am to 5.30pm Monday to Friday excluding Bank holidays. We are not operating a voicemail service so please call between these times to speak to a member of staff.
Our retail stores have re-opened and until further notice are trading within limited hours from Tuesday to Sunday with the exception of our Leadenhall Market store which will re-open when The City does.
We continue to provide orders placed on our website delivered to our customers doorstep or via click and collect from any of our locations during trading hours. We are not operating a voicemail service so please call during trading hours to speak to a member of staff.
Delivery & Returns
Telephone/emailed Trade orders:
Free delivery for orders above £300 ex vat within the M25 area and above £500 nationally
Orders placed before 1pm Monday – Thursday will be delivered by 5.30pm on the following day*. Until further notice we are not making deliveries on Mondays with our own vehicles.
Standard minimum order of 12 bottles of spirits / wines / liqueurs (can also include cases of beers / mixers) but this is subject to a delivery charge if below above minimums. A £10 Ex vat charge applies for London orders below £300 ex vat and orders below £500 nationally are subject to whatever the courier cost is.
£5.75 + VAT= £6.90. Free delivery for orders above £100 (inc vat)
Orders placed before 4pm (London) and 2pm (Outside of London) Monday – Thursday will be delivered by 5.30pm on the next working day* and excluding weekends.
Please note that as we are primarily a B2B supplier whereby we use our own warehousing and delivery vehicles and staff, we are proud of our 100% delivery success rate on a very large proportion of our customers orders using our own vehicles and employed delivery drivers.
Until further notice, only our warehouse based in London remains open and we can only support our 100% delivery success within the M25 made with our own vehicles for now.
For orders outside of London and until our regional warehouses re open, we are at the mercy of our couriers and hence we could not offer a 100% guarantee for next day delivery.
In particular, please note that in the event of an order going missing or parcel damaged scheduled for a Friday delivery it would be unlikely that we would be able to recover the issue before the following working day the following week and although we do offer next day Friday deliveries nationally and that 99%+ are delivered successfully, we cannot guarantee courier deliveries especially on Fridays.
Therefore, to avoid disappointment on a time sensitive order requirement we would always advise you to place your orders with plenty of lead time especially during the current Covid-19 crisis where couriers are overwhelmed with orders. Please consider that sometimes we are not informed of a non-delivery until 24+ hours later. For the avoidance of any doubt, we will never accept an order for a guaranteed delivery date and time unless that is within a wide delivery time window and to be made using our own delivery drivers. We will of course always do our best.
Web orders placed before 3pm on Fridays will be processed for delivery on the following week.
Please also note: Until our regional warehouses re-open, for postcodes outside of London there is a delivery surcharge of £5 per case for delivery for cases of soft drinks and beer (i.e 3 cases of beer = £15 shipping) - as the website is not currently configured to automatically charge you for this shipping you will be sent a link via email to pay the extra cost for delivery.
UK Delivery Options
Standard Delivery: 1-3 working days (London area) - 1-5 working days (outside of London) For web orders below £100 Inc vat and weighing Up to 20KG (Inc. VAT £6.90) Over 20KG: £9.98. FREE Delivery on all web orders over £100 (Inc.VAT).
FREE Click & Collect: Available to collect from any of our stores in London, Brighton and Bath subject to stock availability or from our head office in Park Royal (NW10 7ST), within 1-2 working days (subject to availability). The collection will be confirmed to you between the hours of 9.30am – 5.30pm. *Please note that orders placed after 12:30pm on a Friday via 'click and collect' will be unavailable for collection over the weekend. You will need to wait until the following Monday to collect the order from your nominated store.
Deliveries to the UK
Online orders are dispatched either on the Amathus lorry or via our nominated couriers (offering nationwide delivery of 1-5 working days). The method of delivery service will depend on the location and weight of your order. If your order is being shipped via our own vehicles you will receive a call from the driver 30-45 minutes prior to delivery. Delivery time-frame will usually take place anytime between 8am – 5.30pm whether this is on the lorry or via courier. Unfortunately we're currently unable to deliver at a specific time although we will observe and try to accommodate any requests. Upon delivery, usually either yourself or someone (aged 18 and over) at the address will be required to sign for the goods however during the pandemic our drivers are instructed to deliver to your doorstep and wait at a distance to see you collect your order.
Mainland UK Delivery
Up to 20KG*
£5.40 + VAT **1-5 working days delivery service (outside of London)**
£5.40 + VAT ** Next working day delivery service (Ordered by 4pm, London delivery only)**
>100KG = 1-5 Working Days (outside of London)
>100KG = 1-3 Working Days (Ordered by 4pm, within the London area)
1-3 Working Days
*Some examples of weight: A standard 75cl bottle of wine or spirit is about 1.4KG, a standard 12bt case of wine is about 17KG, a case of beer is about 15KG. For orders over 250KG, if a delivery option is not available please email firstname.lastname@example.org.
**Surcharges apply for Scotland, the Highlands, Northern Ireland and the Scottish Isles. Surcharges may also apply for large orders (cases of wine, minerals & beers) that our lorries are unable to deliver to due to road access and postcodes we do not cover. These orders are usually sent via Palletways on a pallet delivery service (subject to drivers discretion as to how far he would deliver the goods into your premises) at an extra cost.
When ordering cases of soft drinks or beers, please be aware that our warehouse staff have to re-pack in travel proof cases to avoid breakages.
For any queries please contact us on 0208 951 9840 or via our online chat service.
We do not currently deliver goods outside of the UK.
If you would like your goods to be delivered the next working day, please ensure you specify this on the 'delivery instructions' at the checkout when placing your order. The order will need to be placed before the times mentioned above to the address stated for the goods to be delivered the following working day. If you're placing an order to be shipped to another address (different to where the card is registered), there may be a delay in dispatching your order, this will allow us to carry out extra checks that are necessary before processing your order. Please note that the day of delivery is subject to availability of the stock.
As part of our delivery policy, If the value of your basket at the checkout is £80 or more or if the shipping and billing address are different, we may ask for proof of billing i.e. utility bill or bank statement before the goods can be released. For non-mainland UK orders, if a suitable option for you is not available, then please contact us at email@example.com and we will do our very best to find the best solution for you.
We have no minimum delivery, however please do take advantage of our reduced prices on orders over 12 bottles.
We work very closely with our couriers to ensure that your items arrive within the time-frame that's been requested and in perfect condition. All of our orders are delivered via their FRAGILE service and are separated in transit to provide a top level service. If you do not receive your tracking number within the 12 hours of ordering online, please contact us so that we can send it to you directly.
Click and Collect from our Warehouse
If you would like to collect your order from any of our warehouse in Park Royal (NW10 7ST), then we would be happy to meet you to hand over your products. Please note that we are not responsible for arranging the transport of your order from the warehouse so please arrive with suitable means to take the goods away. Please ensure that you have valid ID with you when collecting as we will ask to see proof of ID before allowing the goods to leave the store or warehouse. Please note that this is a large facility and although there should be space for you to park, you do so at your own risk. We would advise that on arrival you come to the front of the building and ring the doorbell for assistance. We would always advise you to give us a reasonably accurate (within 30 minutes) eta.
Please send an email to firstname.lastname@example.org where a member of staff will be happy to assist further.
CHALLENGE 21:You must be 18 or over to buy alcohol. You must not buy alcohol on behalf of under 18's. 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.