Customer FAQs

Please read our Terms and Conditions

Ordering from Wooden Wine Box Company is very simple, safe and secure and you can shop online without logging in or needing to register. Below we have tried to answer some of the questions we are most commonly asked, however if you have a question that we have not covered please do not hesitate to email us at sales@woodenwinebox.co.uk. Most enquiries are responded to within 3 hours. You can also call us on 01892 782823

The best way to describe shopping online is as though you are in your local store - you browse around with your shopping basket, picking up goods that you want to buy, before heading to the till or checkout to pay for your chosen goods before you leave the store. You can put items into your basket and take them out while you are shopping - and you are only charged for the goods at the checkout, not before.

Answers to your questions:

Can I shop at Wooden Wine Box Company without logging in or registering?

Yes. You can browse, add products to your basket and buy from the website without logging in or registering

Where is Wooden Wine Box Company located?

Our offices are at 43-45 Church Road, Tunbridge Wells, Kent TN1 1JT - the same place that we have our wine merchant shop, The Secret Cellar.

Our warehouse is at Unit 1, Castle Keep Business Centre, Wadhurst Castle, Wadhurst TN5 6AH. However, please note that this is our packing warehouse only and our gifts cannot be purchased direct from this address.

Making a Purchase

Could not be easier. Just browse and click on any items you wish to add to the shopping trolley. After you have finished, click on “checkout” to complete your details. As a seller of fine wine gifts, we are committed to providing you with the best online service and experience as well as best products.

1. Browse through the web site and choose the items or gifts that you wish to purchase.
2. Select the product and decide how many you want of that product. Enter the number in the box provided.
3. Click "Add" and your product will be added to your shopping basket. Please note that you have not purchased the product at this point and you can remove the item from your basket at any time.
4. Continue shopping (adding more items to your basket) or, if you have finished and wish to pay, click "Proceed to Checkout".
5. You will arrive at the checkout page where you will be asked to check your order. You can still change products at this point if you wish.
6. You will then need to enter your name, email, billing address and telephone details, as well as the full delivery address details - name, address, telephone number and personal message, as well as any special instructions that will assist with the order.
7. The next page is a final review page before entering your payment details. Please take a few moments to review your order to ensure that you have ordered exactly what you want and that both your billing details and delivery details are correct.
8. You are now transported to the secure encryoted site of our Payment Service Provider, SagePay. This is where you'll enter your credit or debit card details. We accept all major credit and debit cards.
9. Once your payment is accpeted, you will be sent an email confirming your transaction and your order will be sent to the warehouse for processing and delivery. If you realize you have made a mistake, do not panic, simply telephone 01892 782823 and we will amend the problem

Is it safe to give my credit/debit card details online?

Transactions made on line are much more secure than using your card over the phone or making payments in a restaurant or shop where you can lose sight of the card. When you use your card to place an order with us the details are encrypted with 128 bit encryption which makes the transaction totally secure. When you reach the point in your order where credit card details are required look for the 'padlock symbol' in the bottom corner of your browser which indicates your transaction is not viewable by any unauthorized parties. Any misappropriation of your card by a third party is covered by your credit card company under the European Distance Selling Regulations 2000. They are bound to repay to you any misused credit card under these terms. Please refer to our Privacy & Security policy (link)

What payment methods do you accept?

We are happy to accept payment by Maestro, Delta, Solo, Visa and MasterCard

Can I pay by cheque?

Yes. After requesting your goods by telephone or email, please send a cheque, payable to “The Secret Cellar Ltd” to Wooden Wine Box Company, 43-45 Church Road, Tunbridge Wells, Kent TN1 1JT. The order will be dispatched once your cheque has cleared for payment (please allow 5 working days for this)

What currency will I be charged in?

All orders placed with Wooden Wine Box Company are charged in GBP Sterling

How much do you charge for delivery?

We offer a flat rate Next Working Day delivery service (Mon-Fri) on orders received before 2.30pm of £7.50.Please see our Delivery Charges page for our Delivery Statement detailing full terms and conditions, surcharges and delivery times.

Is there a minimum quantity I must order?

Most definitely not! We can send you quantities from one bottle to multiples cases. You are free to buy as much or as little as you like.

Will you deliver to my area?

We deliver to addresses throughout mainland UK, Scottish Highlands, Islands, Isle of Man and Northern Ireland, as well as business addresses in major European countries. We do not deliver outside of Europe. For more details on our delivery policy please see the Delivery Statement.

When can I expect delivery to be made?

We operate a Next Working Day delivery service for all orders received before 2.30 pm, Monday through to Friday. Please use the tracking information in your email receipt to follow the progress of your order. If you have not received your order within 48 hours please give us a call on 01892 782823

BE ADVISED THAT MIS-SORTS CAN OCCASIONALLY HAPPEN WHEN ITEMS ARE MIS-SORTED BY CARRIER DEPOTS. TO AVOID DISAPPOINTMENT PLEASE SEND BIRTHDAY GIFTS, ETC. AHEAD OF TIME TO ALLOW FOR POSSIBLE ACCIDENTS THAT CAN OCCUR WHEN ITEMS LEAVE OUR WAREHOUSE.

If I place an order how will I know you got it?

When your order is sent you will receive an immediate thank you confirmation message from our server confirming receipt of your order. Normally dispatch will be within the next working day from when you placed the order. If there is a delay or we need more information we will contact you to let you know what is happening with your order.

An error message was displayed when placing my order – have you received it?

Please telephone 01892 782823 or email to check that we have received your order.

Can I send a personalised message with my delivery?

A gift card message is free and can be added to any order. There are no strict limits on message length. Please complete the “Gift Message” box with your message at the time of checkout. For corporate orders, businesses may have their own company stationary included, as required.

What happens if I am out when my order is delivered?

If you miss the first delivery attempt, the driver will leave a card and will return the next day. To avoid this problem:

- Let us know what your preferred delivery day is.
- Have the parcel delivered to your work address.
- Let us know if it can be left with a neighbour.
- Request the goods to be held at your local depot so that you can pick them up at your own convenience.
Alternatively, you may authorize the courier to leave the order in a designated safe place. There is a textbox in the shopping Checkout area of the website where “Special Delivery Instructions” can be left should no one be at home to meet the courier. Let us know if you want the courier to leave your order in a certain spot (e.g. at the back door or in a shed etc). IMPORTANT: if a request is made for wine to be left unattended, Wooden Wine Box Company cannot be held responsible if the wine goes missing after the courier has delivered it.

What if the wine is broken?

Please inform the carriers of any breakages or shortages at the time of delivery. Claims for these are required by post, fax or e-mail within 24 hours of delivery. We will refund or replace all genuine claims for breakages.

How do I know my order has been received and is being processed?

We will send an automatic confirmation of receipt of your order by email. This serves as a full VAT invoice for the wines and delivery. No financial details will be included with the wines when they are delivered, whether they are delivered to billing address or other addresses.

Please note: our confirmation email is AUTOMATICALLY GENERATED. Occasionally, certain servers filter it out as 'spam' and ban it. If you do not receive a confirmation email, please let and know and we will send one manually

Does Wooden Wine Box Company offer refunds?

If you receive the wrong wine in your order we will replace your bottle and reimburse any delivery costs you incur. We will not refund a purchase because you didn't like the wine. Please contact us as soon as possible if your order experiences bottle damage or your wine is corked. We may request the return of the damaged product before a refund is given so that we can make an assessment as well.

Faulty goods – what should I do?

On the rare occasions a wine is corked or faulty we will gladly offer a replacement or credit on the return of the bottle in question. We will replace or credit any faulty bottle or unopened wine with which you are unhappy. Please telephone or email us as soon as possible. We will then refund you the cost of the bottle upon its return to us.

I don’t like what I ordered – can I return it?

If the product is not faulty and it is simply a case of taste, we cannot provide a refund. Where a wine is not to your personal taste one of our experienced advisers will be happy to offer an alternative choice to replace any wines returned and issue a credit receipt. If you wish to return the goods to us to exchange for alternative goods of the same value (or greater value at your expense), you will be responsible for the necessary delivery charges.

How do I cancel an order I placed?

Cancelled orders yet to be dispatched
You can cancel your order by emailing our Customer Services on admin@woodenwinebox.co.uk. These orders will be cancelled and a full refund given

Cancelled orders already dispatchedCustomers have a “cooling-off period'” of seven working days, after receipt of the goods, during which they may cancel the order for any reason. All returns are made by the customer at their own expense. Orders which have entered our dispatch process or have been dispatched can be cancelled by sending an email with details of your order to sales@woodenwinebox.co.uk. These orders will be provided with a full refund less all courier charges

I’m organizing an event – can you help with the alcohol?!

Yes we can. We have a great range of quality wines, fizz & spirits to boost the party and would be delighted to cater for your needs. Please go to our web form where you can fill in some details so we can get back to you. Alternatively, please email us your requirements or call us direct on 01892 782823. Please give us as much notice as possible especially for big orders.

Can you help me find wines not listed on your site?

Yes, we can try! We are happy to deal with customers’ requests and are happy to assist in tracking down hard-to-find wines. Just drop us an email and we'll let you know what we can do, as we have access to many key distributors and contacts in the industry. We can at the very least point you in the right direction

Do you offer Account Facilities?

At the present time, we do not offer account facilities. However, we are keen to do business with you, so please contact us to discuss your requirements

How does Wooden Wine Box Company protect my Privacy?

We are committed to protecting your privacy and will only collect, administer and process information in accordance with the Data Protection Act 1988. We will not sell your information to other third parties. Please see our Privacy Policy for more details