Delivery & returns

We accept online orders for UK delivery only:

• Although we make every effort to ensure orders are delivered on time, all delivery dates and times are estimates and not guarantees. Please bear with us, as we do our best to get all orders delivered on time, but we are somewhat at the mercy of the courier networks, especially at peak periods.>
• 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 wine will be repacked in transit-safe packaging which is fully recyclable.
• Our packaging is 100% recycled.
• 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. porch, neighbour, in the dustbin), 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.

Duty paid wines and wine accessories

• Fast & Free Delivery - orders over £75 will benefit from free delivery and arrive as displayed on the product page, in
• an estimated 1-3 working days, or
• an estimated 4-7 working days
• Fast Delivery - orders under £75: delivery is charged at £12.50 and will arrive as displayed on the product page, in
• an estimated 1-3 working days, or
• an estimated 4-7 working days
• Orders for Northern Ireland
• Our ‘free delivery on orders of £75 or more’ does not apply.
• Delivery costs £18.53 and your order may take longer to arrive.
• Please note that that a 'working day' starts at 13:00, i.e. an order placed on Saturday at 22:00 will be processed as entered at 13:00 on the next working day (excluding Monday bank holidays).

In-bond, En Primeur & Club Offer wines

• Our Club Offers are crowdsourced and work as follows:
• We make an offer based on an allocation agreed with our lovely winemakers
• You place your orders, usually in full cases of 6 or 12 and pay in advance
• We close the offer, collect all the orders together and ask the winemaker to deliver to us
• We deliver the wine to you
• Any remaining wine is offered, generally at a higher price, so that the people who have joined in the crowdfunded Club Offer get the best deal!
• This means that Club Offers take longer to ship, as we collect all our members’ orders together before ordering them from the winemaker. The expected delivery timelines for each product are generally specified on the product page and at the time of offer. But it’s real life, and delays in collecting wine do happen, so please check out our Club Offers blog which is updated regularly.
  
  
• En Primeur wines need to be collected from the winemaker, imported into the UK, received into an HMRC approved bonded warehouse and then collated with your other orders for delivery to your bonded account or home. Depending on your chosen destination and Cellar Plan, delivery charges may apply.

* On a consolidated basis and inc VAT. £10 per case, min £40 for speedy transfer.
** On a fair use basis. Please allow us time to consolidate other deliveries with yours.

Please help us to make your deliveries more effective. Generally if you transfer say 10 cases at a time it’s less costly and environmentally harmful per case.

International Deliveries

• International deliveries are subject to delivery fees specific to each country. If you would like your wines delivered to outside of UK, please email info@honestgrapes.co.uk so that we can find the best available rate for you.

Couriers

• We use a variety of fulfilment services including DPD, as well as specialist wine couriers. You will receive a tracking number via email and/or via text message if you provide a mobile number with your order.
• If you are not home to receive your order, it will be left according to instructions requested at the time of purchase.
• DPD will give you an option to leave your order in a safe place, or to have it delivered to a local Pickup parcelshop if you are not going to be home.
• Our service includes one attempted delivery and a redelivery. If you are unable to receive your wines on the second occasion, you may need to pick them up from a depot or pay for further delivery.

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.

Duty Paid, Mixed Cases, Gift Selections on our web site

• Please note that this right to cancel applies duty paid wines, mixed cases and gifts.
• 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.

Returns

• If you wish to return a purchase to us on the terms stated above, we will exchange it, issue a credit or refund you.
• You must return the items within 35 days of delivery and 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.
• If we can collect the items from within our main delivery area (mainland England, Wales and southern Scotland) we will arrange a courier free of charge on request. Outside that area, you will be liable for the cost of the return.

Corked & Faulty Wines

• If we verify that a non-fine wine (under £60 Duty Paid) 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. If we cannot resolve the problem ourselves, we may refer you to the producer or UK agent.
• All credits for corked or otherwise faulty wine are issued at our sole discretion.