Frequently asked questions

Quality

What if I am not happy with the quality of the wine?


In some very unusual cases there may be a quality issue with a wine. Please email us at info@characterwines.co.uk, identifying your issues and we will contact you directly to discuss further.




Some bottles arrived damaged. What should I do?


This is always unfortunate but luckily we ensure the bottles are packed well. However if on delivery you notice that there is damage, then please let us know within 7 days so that we can organise a replacement or refund.





Ordering Online

When can I expect my delivery?


Delivery can take up to 5 working days.




What if I need to cancel my order?


Cancellation of all or part of an order is possible for up to 14 day after delivery. You must notify us within this time period via email or telephone of your intention to cancel. We will advise where the wine should be returned to. You will be responsible for costs to ensure that the wine is packaged and couriered, with appropriate courier insurance, to the address given to you at the time of notification. On receipt, we will check the bottles to be in the same state as when sent to you originally and arrange the appropriate refund less the orignal delivery charge when sent to you.




What forms of payment do you accept?


We take online payment using credit cards, debit cards, and paypal. When you click on 'Checkout and Pay' from the shopping basket, you will be forwarded to the paypal payment screen, from where you can select the method of payment. Credit or debit card payment is offered at the bottom of the screen.




Please can you explain how the pricing works?


The price quoted per bottle includes VAT at the current UK rate. There is no minimum order. Delivery charges are as follows: Orders up to the value of £58, are charged £12.50 delivery (mainland UK excl. Scotland). Orders between the value of £58 and £97, are charged £9.95 delivery (mainland UK excl. Scotland). Orders between the value of £97 and £150, are charged £5.95 delivery (mainland UK excl. Scotland). Orders above the value of £150 have free delivery (mainland UK excl. Scotland) For deliveries to Scotland or other destinations, please contact us for appropriate delivery pricing.





Vintage

How do you manage the vintage of the wine?


The rate at which the vintage varies changes per wine and per vineyard. We always insist on consistency in the quality of our wines, as such you will always be supplied the best vintage available.





Privacy

Do you share my contact details with anyone?


No we do not. We respect your privacy and the fact that you have supplied your information for the purchase of quality wine from Character Wines Ltd. Ocassionally we may contact you advising you of events and offers. If you do not wish to be contacted in such a way then please advise us via email on info@characterwines.co.uk





Delivery

What are the delivery charges?


The price quoted per bottle includes VAT at the current UK rate. There is no minimum order. Delivery charges are as follows: Orders up to the value of £70, are charged £12.50 delivery (mainland UK excl. Scotland). Orders between the value of £70 and £140, are charged £7.95 delivery (mainland UK excl. Scotland). Orders above the value of £140 have free delivery (mainland UK excl. Scotland) For deliveries to Scotland or other destinations, please contact us for appropriate delivery pricing.




Where do you deliver to?


Our standard delivery is to mainland United Kingdom, excluding Northern Ireland and Scotland, at present. If you require delivery anywhere else in the world, then please email or call us and we can advise of appropriate delivery charges.




Do I need to be present to receive the delivery?


We need a signature from an adult aged 18 or over. If this is not possible at the 1st delivery attempt, the courier will leave a card advising that delivery will be attempted on the following working day. You may call the courier on the telephone number given on the card to arrange an alternative delivery date. If the 2nd delivery attempt is not successful, the wine will be returned to us. We will contact you to arrange a new delivery, but this will be subjected to a further relevant delivery charge.





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