FAQs

FAQs

 

General

What does In Bond or Under Bond mean?

Wine 'In Bond' (or Under Bond) has not had the Duty and VAT applied to it. Wine must be stored in a bonded warehouse approved by HM Customs & Excise.

What is Duty Paid wine?

‘Duty Paid’ wine has had the Duty and VAT applied to it at the prevailing rates. Once a wine has become Duty Paid, it cannot be sold under bond.

What if I want to buy some wines In Bond and some Duty Paid?

It is clearly stated (in your basket) which wines are In Bond and which wines are Duty Paid. Once you proceed through to the delivery stage of the checkout process, you will be asked to provide delivery details for both the In Bond wines and for the Duty Paid wines separately.

Where will my wine be stored?

We are determined to provide the best possible care for your wines and use the following fine wine storage facility: Vinothèque Limited, Derby Road, Burton-Upon-Trent, Staffordshire, DE14 1RY, England. Find out more information on Storage.

How do I open a storage account?

You can open a storage account by contacting us or calling us on +44 (0) 1622 859161.

I am not a UK customer; do I have to pay UK duty and taxes?

If you purchase your wine under bond, UK duty and VAT charges are not applicable. UK Bond transfers to an international bond also do not attract duty or VAT. You will be liable (if applicable) to pay your countries taxes.

Can I transfer wines from other locations into my storage account?

Yes, however you will need to inform us in writing and pay the relevant storage charges. Find out more information on Storage.

Are you able to source wines not offered on the site?

It is possible that we can source wines not offered on our website, however the minimum order quantity would be 1 case (12 bottles). If you would like to enquire about a wine that we do not stock, please contact us or call us on +44 (0) 1622 859161.

Why is the cork crumbling? Will this mean the wine is ‘corked’ or faulty?

Often, especially with older wines, it is common for the cork to crumble a little due to age, but this does not mean the wine is faulty. We recommend that a good quality corkscrew is used and not the two-armed type as these are notorious for damaging corks. We will always be happy to replace or credit a faulty wine.

Will this older vintage of wine still be drinking well?

Yes, we will never sell a wine that is too old and often revisit them ourselves. Many wines we sell have aging potential of several decades or more. With a mature wine you can expect to find a certain amount of sediment.

My wine looks cloudy, is it faulty?

No, many wines are bottled unfined, unfiltered (or both) and may have a natural sediment that has formed over time in the bottle. We often recommend you leave a bottle stood upright for 72 hours to allow the natural sediment to settle before opening, however some may still be evident in the wine. This is not a fault and will not affect the taste. We also recommend decanting or straining a wine off of its sediment to ensure that it is not disturbed back into the wine. We sell hand blown Zalto decanters that are available on our website here.


Ordering

Do I have to buy a full case?

No, you can buy as little as 1 bottle. However, there are certain wines in our portfolio, which are specifically sold by the case and cannot be split down.

Do I need to have an account with you to place an order?

No, you can checkout as a guest, however if you create an account, you will be able to view your previous orders and also edit your email subscription preferences.

Do I have to enter my credit or debit card details online?

Please be assured that our website is fully secure (Sage Pay is our secure payment gateway) however, if you would rather not enter your credit or debit card details online, we would happily assist you via the telephone +44 (0) 1622 859161.

I want to re-order a wine I purchased previously but have forgotten which one it was.

Please login to your account and view your order history. Alternatively, contact us or please telephone a member of the team who will happily assist you +44 (0) 1622 859161.

Will I receive an order confirmation?

As soon as you have placed your order, you will receive an automated email with confirmation of your order. Once we have processed your order, we will email you with details of when your order is dispatched and when you can expect the delivery.


Gifts

Do you offer Gift Packaging?

Yes, we offer smart Single and Double Wooden Boxes, which are available on our website here. Our team will carefully pack your selected wine(s) inside the wooden box, which will also receive an outer cardboard layer for secure delivery. You may also choose to buy wines and spirits which come in their own original wooden cases or gift boxes – you can browse our full selection of gifts here.

Can I include a delivery message?

Yes, you can write any message in the box provided at the checkout, we will ensure that your message is included on a special hand-written card and envelope.

Can you supply wine for my wedding?

We would love to work with you. Please contact us and let us know a couple of things about your wedding. For example; how many are coming and what food you are serving. We will then get to work and draw up a short-list of wines (white, red and Champagne / sparkling) which would be available to sample at our HQ tasting room.


Delivery

How much do you charge for delivery?

Delivery is FREE on orders of £100 or more to a single address within mainland UK. There is a charge of £6.95 inclusive of VAT per delivery address for all orders under £100. Find out more information on Delivery.

Can I collect from your offices?

Yes, you can collect wine from our offices at Ashmill House, Ashmill Business Park, Ashford Road, Lenham, ME17 2GQ between Monday and Thursday, 9am-5pm & Friday 9am-2.30pm Please contact us before you arrive.

Can I use my own shipping agent?

Yes, however this is at your own discretion. Risk of damage or loss to goods passes to you the moment the goods have left our premises.

Can I delay the shipping of my order?

Yes, just let us know by indicating any delivery instructions in the box provided at the checkout or email us at enquiries@thevinorium.co.uk with your instructions.

How soon can I expect delivery of my wine?

For all wines despatched from our HQ in Kent, provided we have received your order by 3pm we will despatch the same day for next working day delivery. Saturday deliveries, pre-noon and pre 10.30am deliveries are available with a surcharge. This can be added at our checkout. We will, of course, always keep you updated with regard to your delivery. Orders from our bonded warehouse are sent via their own transport department and delivery timescales are subject to postcode. We will confirm a delivery date for your order but these are usually within 1-3 business days. On the rare occasion that a wine we are listing is not immediately available, this will be clearly indicated on the product page and at our checkout.

What are the overseas shipping costs?

Please refer to our shipping/delivery page for our standard, uninsured courier options. If you cannot see the relevant country, please contact us at enquiries@thevinorium.co.uk. We are also able to provide bespoke, insured shipping quotes via our specialist wine shipper, which is highly recommended. Please contact us for further details.

Policy on returns/damages/faulty wines

Although very rare, damages can occasionally occur en-route via the courier within the UK. In this case, we will happily issue a replacement (where possible) or a credit towards your next purchase. For European deliveries we will give you the option of a fully insured delivery service which will cover the cost of any damages as we unfortunately cannot credit for any breakages to Europe. If you do receive an out of condition, damaged or corked wine that you have purchased from us, we will happily replace it or issue a credit note for that wine. If this is the case, we do ask that you contact us immediately as the wine will need to be returned to us, via courier, to our HQ in Lenham for analysis, we will cover the cost of the return provided the wine is faulty.


Get in Touch

What should I do if my question has not been answered above?

Please make use of our Live Chat facility (Monday-Friday, 9am-5pm), email your enquiry or call us on +44 (0) 1622 859161.