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Wine at Home T&Cs

This website is owned and operated by

Wine at Home

Unit 17
14 Southgate Road
London N1 3LY
Company number: 04132365
VAT number: GB 627927010
Alcohol wholesale licence number: XPAW00000103268

 

Copyright

All text and images provided on this site are the property of Wine at Home unless otherwise stated. This material should not be copied, reproduced or used in any way other than with the written permission of Wine at Home.

Contact us

Tel: 020 7241 1140 Email: hello@wineathome.org

Our office hours are 09:00-17:00 Monday to Friday. Outside those hours we will do our best to respond to your email as soon as possible.

Prices

All prices are listed as Duty Paid – this means they are inclusive of UK duty and VAT.

  • Prices apply only to orders placed online and may differ from those offered through other channels. Any promotions advertised on our website may not be available through other channels.
  • We reserve the right to alter prices and promotions at any time without notice.
  • Although we try very hard to ensure prices are accurate at all times, errors sometimes occur. We will not be obliged to fulfil orders for items that are priced incorrectly.

Stock

  • Although we attempt to ensure stock levels are accurate at all times, errors sometimes occur. We will not be obliged to fulfil orders for items which are unavailable.
  • If the vintage has changed and we consider the replacement vintage to be of good quality, we may send the alternative vintage without consulting you.
  • If we are unsure or need to replace your ordered wine with a different wine, we’ll consult with you and may send your order in two deliveries at our discretion.
  • Individual wine bottles (especially from older vintages) vary in appearance. The photographs on our website are for illustrative purposes only and do not necessarily reflect the appearance of the bottle(s) you will receive.

Orders

  • You must be of legal drinking age in your country of residence (18 in the UK) to order alcohol on our website. If you are buying a gift the recipient must also be over 18.

  • When you place an order online you will receive an order confirmation email. This acknowledges that your order has been received but not confirmed. Confirmation is subject to stock, payment, description and price verification and validation. Once this has been carried out, we will send you a despatch confirmation email, and at this point your contract to purchase is complete. If there are any problems, we will contact you. We reserve the right to cancel any order at any time until the contract to purchase is complete.

  • When you give us your credit or debit card details you are confirming that you are either the card holder, or that you have permission from the card holder to use the card for the purpose of ordering wine. You are also confirming that you are over 18. We will cancel any order that fails our credit card fraud checks, or on the advice of our payment provider, the issuing bank or the cardholder.

  • If an order is shown to be fraudulent, we will inform the police and cancel any further orders by the same customer. For your own safety we reserve the right to contact your card issuer for the purposes of carrying out security checks.

  • We only accept orders for delivery to physical addresses. We do not accept orders for delivery to P.O. boxes.

  • We take your privacy very seriously and will only pass your details on to 3rd parties when necessary to fulfil your order i.e. warehouse operators, couriers etc. Please click here to see our Privacy Policy.

Delivery

  • Although we make every effort to ensure orders are delivered on time, all delivery dates and times are estimates and not guarantees. We always do our best to get our orders out on time and if you have any questions, please do not hesitate to get in touch.

  • We are conscious of our environmental impact and reuse grower packaging where possible and appropriate to the delivery method. You can help us by ordering unmixed cases of 6 bottles! Otherwise, in most cases, wine will be repacked in transit-safe recyclable packaging. Our use of plastic is minimal.

  • Our couriers may ask for signature and / or proof that the recipient is over 18 on delivery. This helps to protect you and us, so please help them. If you agree to have your wine delivered without signature, or left in an unsecured location (e.g. shed, neighbour, porch), responsibility for completed delivery passes to you and we will accept the assurance of our courier that delivery has been completed.

  • If your order or part of your order is broken in transit, we will issue a refund for the broken items or arrange a replacement. Should your order arrive damaged we ask that you either refuse the entire delivery or note down the damage with the delivery driver when receiving the goods. If you sign for the goods without doing this, we will assume they have been received in good condition.

  • If the wrong products are delivered to you in error, we will replace them (provided we can still supply the product(s) from stock) or have them returned to us and issue a refund. You will not be liable for any additional delivery charges.

  • If you are not able to receive delivery and you do not rearrange it with our courier within their specified time frame, your order may be returned to us. Should this happen, we reserve the right to charge you for any subsequent delivery attempts.

  • If you arrange to collect your order from our offices, we ask that you bring photographic ID and the card used to pay for your order. Without these, we will not release the goods. If you do not pick your order up within one month of purchase, the order will be cancelled, the stock will be returned to our warehouse and you will be refunded.

Delivery Charges

  • We use a variety of couriers to safely deliver your wines, including our own full-time driver. All orders are tracked. Delivery to the UK mainland is free for orders of more than 12 bottles. Delivery for fewer than 12 bottles is £6.99. We are happy to provide a bespoke quote for deliveries to Northern Ireland, the Highlands and Islands or worldwide. These prices change regularly so please contact us for an exact quote.

We aim to deliver all orders placed before 11am from Monday to Friday within 2 working days. If you require a special delivery, please get in touch for a quote.

Where is my wine?

  • If your order goes missing, or is damaged between dispatch and delivery, we will send you a replacement order as soon as we can. If we are unable to dispatch replacement goods within 7 days, we will offer you a full refund. For these purposes, delivery takes place when products are left at your delivery address or with someone else in accordance with your instructions.

Corked & Faulty Wines

  • If we verify that a non-fine wine (under £40) you buy from us is corked or otherwise faulty we will issue a credit on return of the bottle in question.
  • To qualify for a credit the wine must have been purchased within the last six months and not damaged or improperly stored. If you suspect a problem, reseal the wine in the bottle and contact us within 48 hours.
  • We may make arrangements to have the bottle returned to us for testing.
  • Fine wine (£60+) is not covered by this policy and is dealt with on a case-by-case basis. If you suspect a problem, reseal the wine in the bottle and contact us within 48 hours. We will do our best to resolve the issue.
  • All credits for corked or otherwise faulty wine are issued at our sole discretion.

Cancellations

UK Consumer Contract Regulations Cancellations

Under the UK’s Consumer Contracts Regulations, you have the right to cancel your entire order and receive a full refund, including for the original delivery charge, for up to fourteen days beginning from the day on which you receive the goods. To exercise this right, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address. You must then arrange to have the goods returned to us at the above address. If we can collect the items from within our main delivery area (mainland England, Wales and Scotland, excluding the Highlands) we will arrange a courier free of charge on request. Outside that area, you will be liable for the cost of the return.

You are required to take reasonable care of the goods while they are in your possession such that they are returned to us in a saleable condition. Your refund will be issued via your original payment method.

Wine at Home Club

  • When you sign up to our Wine at Home Club, we will ask you to provide us with your card details so that we can take payment.
  • After your first payment your subscription will be taken every month from the day you signed up. If you would like to alter your monthly payment date you can do so by contacting us at hello@wineathome.org.
  • If we are unable to take a payment on the card details provided, we will attempt to contact you to update your details. We will not deliver any wine until the card payment has been processed.
  • If you wish to pause or cancel your membership, please do so in writing by email to us at hello@wineathome.org. If the wine has already been prepared for delivery, we will discuss what your wishes are at this time and the membership will cease before the next delivery date.
  • We may adjust Wine at Home benefits and these terms and conditions at any time. You have the right to cancel your subscription in the light of any changes or whenever you wish.

Private tastings, corporate tastings & Virtual tastings

  • Your booking is not secured until payment is received. Payment must be made in advance by bank transfer or credit card no later than 2 weeks before the event.
  • If we have to cancel an event for any reason, you will receive a full refund or can exchange for another event. If you wish to cancel a prebooked event, we will issue a refund if you provide a minimum of two weeks’ notice. After this we cannot guarantee a full refund.

Customer comments, ratings and recommendations

  • If you have any problems at all with any aspect of your order, please get in touch and we will do our utmost to resolve the issue. We pride ourselves on our excellent customer service and no quibble policies. We are a very small company and negative feedback can be extremely damaging to us so we will always go the extra mile to make sure that you are completely satisfied.
  • Wine at Home reserves the right to amend or delete any inappropriate or inaccurate comments.

Cookie Information

  • We use the Shopify platform to provide our web services which require "cookies" (small files placed on your hard drive) to help our website run smoothly, analyse our page flow and to measure content and effectiveness. Please click here for our cookie policy provided by Shopify.

Non-cookie-based tracking

Email tracking

  • We use a third-party provider, Mailchimp, to deliver our marketing emails. We gather statistics around email opening and clicks using industry standard technologies.
  • By registering on our website, you are consenting to us tracking when you open an email. For more information, please see Mailchimp terms and conditions, privacy policy and cookies.

Protection of Wine at Home Club membership data

  • The data which is Processed by Caves de Pierre Ltd t/as Wine at Home in connection with Members may include, Membership Data (data about wines bought by the Member; data supplied by the Member.
  • Data collected when the Member is provided with Services; and Data collected when the Member is otherwise in contact with Caves de Pierre Ltd t/as Wine at Home, or a Service Partner (such as Data about use of www.wineathome.org).
  • The sources of the Data Processed by Caves de Pierre Ltd t/as Wine at Home in connection with Members may include Data collected by Partner Companies or combine Data with data held on other Group Company databases in order to differentiate between categories of Members and of members of other loyalty schemes for any of the purposes listed below.
  • Members consent to their Data being supplied to Caves de Pierre Ltd t/as Wine at Home, Service Partners, Marketing Partners, and whosoever may be necessary to fulfil the obligations to the member.
  • The purposes for which Data may be Processed by Caves de Pierre Ltd t/as Wine at Home or by a recipient of Data include: providing Services to Members; making changes to Services and developing new Services; providing customer service Wine at Home Loyalty Scheme Members; accounting and audit, safety and security, fraud prevention and investigation, and systems testing, development and maintenance; customer relations, service recovery and assisting Caves de Pierre Ltd t/as Wine at Home and Service Partners in future dealings with Members; credit checking and credit scoring where permitted; immigration and customs control; customer profiling and other marketing and market research analysis; (by or on behalf of Caves de Pierre Ltd t/as Wine at Home) communicating to Members information using any contact details provided; (by or on behalf of Caves de Pierre Ltd t/as Wine at Home or Marketing Partners) communicating to Members about other products, services or facilities offered by Caves de Pierre Ltd t/as Wine at Home, Marketing Partners or other carefully selected companies, using any contact details provided; conducting market research; and any other purpose which is obvious or is communicated to the Member.
  • By registering your email address in situations such as, but not limited to, making a purchase, signing up to a Wine at Home account, signing up to our newsletter, you are giving your consent to receive marketing and market research communications. Where consent is given, it may be withdrawn by the customer at any time by clicking the Unsubscribe link on the email communications they receive, or by writing to Caves de Pierre Ltd t/as Wine at Home at the registered company address or by emailing hello@wineathome.org. You can read more about this in our Privacy Policy.
  • Before any Data relating to a Member is disclosed to a Member by Caves de Pierre Ltd t/as Wine at Home, the Member may be asked security questions which may require him/her to confirm his/her identity by providing information held by Caves de Pierre Ltd t/as Wine at Home about that Member.
  • Wine at Home may disclose Data relating to a Member to a third person who has been nominated in writing by the Member to Caves de Pierre Ltd t/as Wine at Home in advance. Members are responsible for the security of their online logons and passwords and Caves de Pierre Ltd t/as Wine at Home shall have no liability in the event that a Member's logon and/or password is disclosed by the Member, whether intentionally or not, so as to allow a third person online access to the Data and to make any transactions. Caves de Pierre Ltd t/as Wine at Home reserves the right to block online access to Data by or through any third-party website not authorised by Caves de Pierre Ltd t/as Wine at Home. 

Gift cards and Vouchers

  • Please note that our gift cards and vouchers are valid for one year from the date of purchase / issue.
  • “Discount Codes” exclude Wine at Home Club Offers and certain products for which we cannot make further discounts, including (but not limited to) Laurent-Perrier Champagne.

Discount Codes

  • We regularly offer Discount Codes. These promotions can only be redeemed by Caves de Pierre Ltd t/as Wine at Home customers who reside in the UK and are over 18 years of age.
  • Discount codes cannot be exchanged for cash and are available on online purchases only.
  • First purchase offers are only available for the first online transaction made by a client. They are not available to Wine at Home Club Members. They depend on availability of stock and exclude Club Offers and certain wines for which we cannot make further discounts, including (but not limited to) Laurent-Perrier Champagne.
  • Any promotions, discounts or vouchers are single use only and not to be used in conjunction with any other promotion, discount or voucher unless otherwise stated.

 And Finally... we thank you for using our website to buy your ethically sourced, organic and boutique wines. If you have any comments or questions about any aspect of our site or our service, please feel free to get in touch. We are always here to help.

Contact us

Tel: 020 7241 1140 Email: hello@wineathome.org

Our office hours are 09:00-17:00 Monday to Friday. Outside those hours we will do our best to respond to your email as soon as possible.

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Artisan Growers

Great value, award-winning wines made by passionate artisan growers

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Over 20 years supplying some of the UK’s top and Michelin starred restaurants with hard-to-find boutique wines

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Wines at every price point and exceptional customer service

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