To protect our people – staff, suppliers and customers – during the Coronavirus pandemic, we have made some changes to the way we operate. The information on this page is regularly reviewed and was last updated on 10th December 2021.
Our Customer Service team is on hand to help, but if you have a query – whether about an existing or potential order – you may be able to find the answer below or on our general FAQs page. If you can’t find what you’re looking for, or would like to know about how we’re responding to the Coronavirus pandemic, please contact us.
Changes to our service
Are you open?
Yes. You can still shop online, in store or by contacting our Customer Service team. Our shops are both open again as normal, with social distancing measures in place. In line with government guidelines, we kindly request that all customers wear a mask in our shops, unless you are exempt. To view our shops’ opening hours, please click here.
How can I contact you?
You can get in touch with us via our "contact us" page, via the live chat service on our website, or on the normal number, 0800 280 2440. You can also email us on email@example.com. You may find the answer to your query on our FAQs page.
Are you running events?
As of the recent government guidelines from 8th December, experiences and private events can continue as planned, therefore our events spaces will remain open and ready to welcome guests. Our staff will be wearing masks at all events, unless exempt, but customers aren’t legally required to do so. The events programme includes virtual and in-person events, and we are also taking bookings for private events. If you would like more information, please contact us at firstname.lastname@example.org.
Are you still delivering?
Yes, although we have made some changes for customer and staff safety. All our deliveries are now “contact-free”. Therefore, our drivers will no longer be able to bring items into your home or enclosed spaces such as apartments or workplaces. Our drivers will be wearing masks, unless they are exempt. We will contact you directly if we encounter any delivery difficulties. We won’t be asking you to sign for deliveries either; instead, you'll receive photographs as proof of delivery.
If you are waiting for a delivery, you will receive tracking information via email or text message, allowing you to trace its journey to your door. If your order is late or missing, then please contact us.
Can I collect my order?
Yes, you are now able to collect orders from our London and Basingstoke shops, during our opening hours. To view our opening hours, please click here.
How long is the wait for delivery?
We are delivering as normal with our deliveries, standard delivery will be with you within three working days. Find out more about our delivery service here.
Protecting our staff
The wellbeing of our team is paramount. Our Basingstoke warehouses remain open, but we have made some changes to the way we operate to ensure a safe working environment for our people. Social distancing is in place in our warehouse (with the team and stock spread over 96,000 square feet, exceeding the minimum requirements set out by government’s regulations ). Every staff member working in our warehouse has the government-recommended safety equipment and their own work tools to avoid contamination, and deliveries are now contactless. Members of our team who can work from home have been asked to do so.
Members of our team who can work from home have been asked to do so. Where possible, other staff members have been redeployed to support other parts of the business, providing key assistance where required during this uncertain time.
We are in regular contact with our family of producers, to support them in as many ways as possible, and keep them up to date with what is happening in our business. Our producers range from the more established estates that we have been working with for decades to smaller growers just getting started. In the current climate, it is these smaller businesses who need our support most. To help support with this, we are offering customers access to special parcels of wine from these producers, including early access to new vintages and mature bottlings. Keep an eye on our website for more information.
Supporting our community
We believe it is important to support our wider community – as well as our family of colleagues, customers and suppliers. As such, we have made charitable donations to support staff initiatives at two of our local NHS hospitals – Basingstoke and London’s St Georges. We have provided financial support for our industry charity The Drinks Trust’s Covid-19 Relief Fund and stock for the Worshipful Company of Distillers fundraising auction. We have also made a donation to City Harvest appeal, being supported by the Vintners Company. We are also proud to be supporting the NHS Charities Together Covid-19 Urgent Appeal with a charity case of wine, donating £25 of the proceeds of each case to this brilliant cause.
Find out more
If you would like to know more about how we are responding to the Coronavirus pandemic, or have any other queries, please contact us.