FAQs

Here are some of our most frequently asked questions. If you can’t find what you’re looking for, please contact the Customer Service team on 0800 280 2440.




How to contact us


How can I contact you?

You can contact our Customer Service team on 0800 280 2440 (from within the UK) or +44 20 7022 8973 (from outside the UK). Alternatively, you can email us at customerservice@bbr.com or fill out a contact form on this page. You can also find us on Twitter (@BerryBrosRudd) or on Facebook.

When are you open?

Our standard opening hours are as follows:

  • Our Customer Service office is open 9am to 6pm Monday to Friday and 10am to 4pm on Saturday.
  • Our London Shop at 63 Pall Mall is open 10am to 9pm Monday to Friday and 10am to 5pm on Saturday.
  • Our Warehouse Shop in Basingstoke, Hampshire is open 10am to 6pm Monday to Friday and 10am to 5pm on Saturday.

Our Customer Service office and both shops are closed on Sundays and Public Holidays. Our opening hours vary over holiday periods so if you’re travelling a long distance to visit one of our shops, it’s always worth phoning ahead to double check we’ll be open.

What is your email address and when will you reply?

You can email us at customerservice@bbr.com and we’ll do our very best to help you as soon as possible. We aim to reply to all emails within 24 hours, but at busier times it may take us a little longer. If your enquiry is urgent, you can always give us a call on 0800 280 2440.

Do you have a live chat service?

Not yet but it’s something we’re working on and hope to be able to offer soon.


Delivery & Shipping


Where do you deliver?

We can deliver to all mainland UK addresses and almost all international addresses. If you live somewhere particularly exotic, it’s worth getting in touch with our Customer Service team, as there are some restrictions on importing alcohol.

You can find out more about all our delivery services, prices and restrictions on our Delivery Page.

How long will it take for my order to arrive?

Our standard delivery is within three working days. Deliveries to Northern Ireland, The Isle of Man, The Isle of Wight, The Isles of Scilly and some areas of Scotland take six to 10 working days. International deliveries vary, so contact the Customer Service team for an estimate. Our Delivery Calculator should give you an idea of the time and cost for international deliveries.

We also offer a range of other delivery options including Next Day, Saturday, Pre-10am, Evening and Timed Delivery Slots. You can find further information on our Delivery page.

How long does Standard delivery take?

Our Standard delivery is within three working days for all orders to mainland UK, excluding Highlands and Islands.

Why is my order sometimes despatched separately?

We will always do our very best to consolidate all your orders into one delivery. Occasionally, however, we will have to split your order into a few separate deliveries in order to ensure we can get your order to you on your chosen day.

What delivery options do you offer?

We offer a range of delivery options, including Standard, Next Day, Saturday, Pre-10am, Evening and Timed Delivery Slots. You can find further information on our Delivery page.

How can I track my order?

Once your order is ready for delivery, we will send you an email letting you know it has been despatched from our warehouse. We will then send you an email the morning of your delivery which will include a tracking link. We will also send you a text if you have provided us with a UK mobile number.

Who will deliver my order?

We use a few select delivery partners to supplement our own delivery vans to ensure we can get your order to you no matter where you are. Our two main partners are APC and City Sprint. We occasionally use some other firms including SameDay and Rawlings.

Do you deliver internationally?

Yes, we can deliver to most countries, however there are a few to which we cannot export, on account of their restrictions on importing alcohol. Please contact our Customer Service team to receive a specific quote and estimate of delivery times.

Please note, all overseas orders will be re-packed in export cartons for safe transit; we may be able to arrange to ship original cases if requested when the order is placed. Please contact the Customer Service team for full details.

Do you offer a Click & Collect service?

Yes, you can arrange to collect your order from either of our two shops (in London and Basingstoke). You can find more details about our Click & Collect service here. Please note that third-parties – for example taxi drivers, chauffeurs or any individual who is not the customer – will not be permitted to collect an order.

What will happen if I am not in when you try to deliver?

If you’re not in when we try to deliver, the driver will leave a calling card to let you know they tried to make a delivery. The card will explain how you can rearrange delivery for a more convenient day. If you think there’s a chance you might be out on the day of delivery then you can always specify “if out” instructions – either a safe place for us to leave your order, or a neighbour with whom to leave it.

Can I amend my order after it has been placed?

We will always do our best to cater for any amendments. Please contact our Customer Service team as soon as you know you’d like to make a change and we will try to deal with your request; however, depending on how close to completion your order is, it might not always be possible.

What if my order hasn’t arrived when you said it would?

Our drivers do a great job, but on the off-chance you order hasn’t arrived when you expected, please contact our Customer Service team and we will resolve the issue as quickly as we can.

What if my order has arrived and it’s damaged?

If your order arrives damaged, then please contact our Customer Service team. We’ll arrange for the damaged order to be collected and a replacement order sent out as quickly as we can.

Why doesn’t a Berry Bros. & Rudd van deliver to my area?

We send our own vans to as many addresses as we can, however we are unable to use our own vans across the full length and breadth of the UK. We use trusted delivery partners for any areas we cannot reach ourselves.


Wine Storage


Can you store wine for me?

Yes, our state-of-the-art, secure, bonded warehouses are strictly controlled environments: temperatures are regulated to within half a degree, and movement of stock is kept to a minimum. Before entering the warehouses, bottles and their original packaging are assessed, checked and gently acclimatised to ensure we can guarantee the perfect condition of everything we store. For added peace of mind, all wines are insured at replacement value.

You can find out more information about storing wine with Berry Bros. & Rudd on our Storage page.

What happens when I withdraw my wine from storage?

When wines are withdrawn, unless they are exported or transferred to another bonded warehouse, duty and VAT are charged at the prevailing rate on the original cost of your wine. Withdrawals of part cases are charged at £10 per product. Please note that in bond transfers incur a £15 administrative charge for the first case and then £1 for each additional case. We require 48 hours’ notice to process your withdrawal.

How much do you charge for storage?

It costs £12.00 (inc. VAT) per case per annum and £10.20 (inc. VAT) per case per annum for our Cellar Plan members. Insurance at your wines’ replacement market value is included in our storage costs.

Can I transfer wine to you from another storage company?

Yes, you can transfer wines currently stored elsewhere to our state-of-the-art warehouses. To be eligible for storage in our warehouses, cases must be complete and in their original packaging. You can find out more information about transferring wine into our warehouses on our Own Goods page.


My Account


How do I access my account?

Your can access your account by visiting www.bbr.com/login.

I am an existing customer, how do I set up an online account?

It’s more than likely that you already have an account set up with us using the email address you supplied when you first joined us. You can try logging in by visiting www.bbr.com/login.. If you’ve forgotten your password, then click “Forgotten your password” and we’ll guide you through the process of setting up a new one. If you still cannot access your account, please get in touch with our Customer Service team.

I’ve got more than one account with you; can I link them together?

Yes, please contact our Customer Service team and we’ll be able to do this for you.

How can I update my account details?

Once you are logged into your account you can update any of your details including your password, email address, invoice and delivery addresses, and payment details. If you cannot access your account, please get in touch with our Customer Service team and we’ll get you back online.

What else can I do via my online account?

On your account you can also see your order history, any outstanding orders, your wish list, access your BBX dashboard and see the value of any wines you store with us.

What should I do if I’ve forgotten my username or password?

If you’ve forgotten your password, then you click “Forgotten your password” and we’ll guide you through the process of setting a new one. If you still cannot access your account, please get in touch with our Customer Service team.


Buying Wine


How can I place an order with you?

You can purchase via our website www.bbr.com or you can call our Customer Service team and select the option to place an order. You can also drop us an email with the details of what you would like to purchase. If you have an Account Manager you can contact them directly to place an order.

Which wines or spirits should I pick?

We pride ourselves on having some great wine advisers here at Berry Bros. & Rudd. Just get in touch with us and we can guide you through the process of choosing the most suitable wines for your needs. If you prefer to shop online then our website has some great search and filtering functionality to help you find exactly what you need.

What is en primeur?

Also known as Wine Futures, en primeur refers to the process of buying wines before they are bottled and released onto the market. Wines are purchased exclusive of duty and VAT, then usually shipped two to three years after the vintage. They can only be purchased by the unmixed case. Find out more here.

How can I update my account details?

Once you are logged into your account you can update any of your details including your password, email address, invoice and delivery addresses, and payment details. If you cannot access your account, please get in touch with our Customer Service team and we’ll get you back online.

What does it mean to buy wine in bond?

Wines “in bond” have not yet had the duty and VAT paid on them. They must be stored in a bonded warehouse approved by HM Customs & Excise. Many of our wines can be purchased In Bond. They must be purchased by the unmixed case and are not available for delivery or consumption within the EU until duty and VAT has been paid. If/when you choose to have the wines delivered (anywhere in the EU) these taxes become payable (at UK rates).

You can find out more about buying wine in bond here.


Returns & Refunds


What if my order has arrived and it’s damaged?

If your order arrives damaged, then please contact our Customer Service team. We’ll arrange for the damaged order to be collected and a replacement order sent out as quickly as we can.

My wine is corked, what should I do?

If you suspect your wine is corked or faulty, then please contact our Customer Service team. We’ll arrange for the out-of-condition wine to be collected and a replacement order sent out as quickly as we can. If we no longer have stock of the wine, a credit for the original purchase price of the bottle can be arranged.

We are happy to credit you for any wines which have not been opened and remain in perfect condition. Please contact the Customer Service team to arrange a collection and refund.


Wine Club


What is your Wine Club and how does it work?

Members of our Wine Club receive deliveries of mixed cases every other month. Payment is via direct debit, starting at £60 a month. There are six membership options (including both mixed and all-red cases). Each case is accompanied by detailed tasting notes written by our Buyers, and delivered free of charge to your door. Wine Club members also save at least 10 percent on every bottle they receive. Find out more here.


BBX


What is BBX and how does it work?

BBX (Berry Bros. & Rudd Broking Exchange) is our online fine wine broking service that enables customers to sell, and buy, privately-owned wines stored in our UK bonded warehouses. Find out more here.


Our Shops


When are your shops open?

Our standard opening hours are as follows:

  • Our London Shop at 63 Pall Mall is open 10am to 9pm Monday to Friday and 10am to 5pm on Saturday.
  • Our Warehouse Shop in Basingstoke, Hampshire is open 10am to 6pm Monday to Friday and 10am to 5pm on Saturday.

  • Both shops are closed on Sundays and Public Holidays. Our opening hours vary over holiday periods so if you’re travelling a long distance to visit one of our shops, it’s always worth phoning ahead to double check we’ll be open.

    How do I contact your shops?

    If you need to speak to one of our shops, please contact our Customer Service team.

    Do your shops have parking?

    Our Warehouse Shop in Basingstoke, Hampshire has ample parking. Regrettably our London Shop at 63 Pall Mall does not have any attached parking, however it is a 10-minute walk from Green Park underground station and Pall Mall is well served by public transport.

    Can I taste wines in your shops?

    We have a selection of wines open to taste in our Warehouse Shop, and our shop at 63 Pall Mall has a rotating selection of 24 wines in the Enomatic machines (find out what’s currently available to taste here). We also regularly hold tasting events – both free and paid-for – in our shops. Find out about upcoming events at 63 Pall Mall and the Warehouse Shop.


    Gift Purchases


    Can I buy products as a gift for someone else?

    Yes, you can purchase products as a gift for someone else and have it delivered to their address. We offer a range of gift packaging and you can add a gift message free of charge.

    What gift packaging do you offer?

    As standard our wines are delivered in a high-quality Berry Bros. & Rudd boxes, free of charge. If, however, you would like additional gift packaging, we can supply a range of options to suit most bottles. You can see the full range here.

    Please note that our gift packaging is only designed to fit 75cl bottles of a standard Bordeaux or Burgundy shape. It will not be appropriate for certain bottles of sparkling wine or fluted bottles, for example. Please contact Customer Services on 0800 280 2440 if you require further information.

    Can I send a gift message?

    Yes, you can add a gift message of up to 240 characters for any order you place. You can enter this as part of the checkout process if you purchase online or by asking the member of our Customer Service team you are talking to.


    Vouchers


    Do you sell gift vouchers?

    Yes. They can be redeemed in our UK shops, through our mail order and telephone ordering services, and on bbr.com. Gift vouchers will be posted (to arrive in two to three working days), or may be collected from either of our shops. Find out more here.

    How can I buy gift vouchers?

    You can purchase gift vouchers on our website, in our shops or by contacting our Customer Service team.

    What can I buy with my gift voucher?

    You can redeem gift vouchers against wines, spirits, events and wine accessories in our UK shops, through our mail order and telephone ordering services, and on bbr.com.

    How long are gift vouchers valid for?

    Our gift vouchers do not have an expiry date. Full terms and conditions for our gift vouchers can be found here.


    Payment Options


    Which cards do you accept?

    We accept all major debit and credit cards. If you’d like to check a particular card, or are having trouble making payment, please contact our Customer Service team.


    Events & Education


    What sort of events do you offer?

    We offer a wide range of events, both private and ticketed, from lunches and dinners through to educational courses and tastings. Find out more about our events here.

    Do you run private events?

    Yes, you can hire our cellars or townhouse for your event. We will curate an event to your requirements, from a business meeting or lunch through to a birthday or anniversary celebration. Find out more about holding your event at No.3 here.

    How can I learn more about wine with you?

    All our events are hosted by experts who will be happy to share their knowledge. We offer more formal courses and tastings as well as more relaxed dinners and lunches. Browse all our events here.

    My ticket hasn’t arrived yet – what do I do?

    If your ticket for an upcoming event hasn’t arrived, then please contact our Customer Service team who will help track it down or send out a replacement.