To protect our people – staff, suppliers and customers – during the Coronavirus pandemic, we have made some changes to the way we operate. Find out more below.
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 or by contacting our Customer Service team, although please note that our Customer Service team is very busy and response times may therefore be slower than normal. Unfortunately, we have cancelled upcoming events, but both our Basingstoke and London shops are back open.
How can I order?
You can order online, over the phone (0800 280 2440), or by contacting our Customer Service team. Please note, however, that our Customer Service team is very busy and response times may be slower than normal. You can now also shop in-store.
How can I contact you?
Contact us via our contact us page, via the live chat service on our website, or on the normal number, 0800 280 2440. Please note that we are particularly busy, so response times may be a little slower than normal. You may find the answer to your query on our FAQs page.
Are your shops open?
Yes, both our shops are now open again, with various safety measures in place to protect both customers and staff.
What safety measures have you put in place in-store?
We have put a number of measures in place to ensure the safety of both our customers and staff. We are limiting the number of customers in our shops at any time, with a one-way system in-store. We are also providing gloves for customers to wear while in the shop, with hand sanitiser readily available. Baskets and trolleys will be available but disinfected between use. We’ll only be accepting payment by card, and screens at our tills will separate customers and staff.
Will there be hand sanitiser available?
Yes, hand sanitiser will be readily available in both our shops, as well as gloves should you wish to wear them.
Will I be able to pick bottles up off the shelves?
Yes, all customers will be provided with gloves before entering the shop, meaning you can pick up and look at bottles in-store.
How will customers’ contact with staff be reduced in your shops?
Our team will still be on hand to offer help and advice, but we’ll be limiting the number of customers in our shops at any time, with a one-way system in place once inside. Both customers and staff will wear gloves, there will be screens separating staff from customers at the till, and social distancing guidelines will be observed.
Will I have to queue?
Possibly. We are limiting the number of customers in our shops at any time to allow social distancing; this may mean a short wait before you can enter.
Have your opening hours changed?
Our London Shop is operating reduced hours, from 10am to 6pm, Tuesday to Saturday. Our Warehouse Shop in Basingstoke has reverted to its normal opening hours. Find full details of our opening hours here.
How can I pay?
We will only be accepting card payments, with contactless payment available for purchases up to the value of £45. You will not be able to pay with cash.
Will baskets and trolleys be available?
Yes, baskets (and trolleys in our Warehouse Shop in Basingstoke) will be available and disinfected between use.
Will I be able to taste anything in-store?
No, we will not have wines or spirits open to taste, and the Enomatic machines in our London Shop will be unavailable.
Will I be able to use the loo?
No, our toilet facilities will be closed.
Will I need to wear a face mask?
Yes. From 24th July, you will be legally required to wear a face mask in shops.
I was meant to be coming to an event at Berry Bros. & Rudd. Is it cancelled?
We have cancelled upcoming events, and are contacting all ticket holders. If you are unsure if your event is cancelled, please contact us.
Are you still delivering?
Yes, although we have made some changes for customer and staff safety. All our deliveries are now “contact-free”. Your order will be left on your doorstep and you won’t be asked to sign for it; instead we’ll provide 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. This service was unavailable while our shops were closed, but you can now collect orders from either shop.
How long is the wait for delivery?
Our delivery service is running as normal. Order by 2pm for Standard delivery within three working days (free on orders over £200). Next Day delivery, Saturday, Specified Day and Pre-10am delivery options are available.
If you are waiting for a delivery, you will receive tracking information via email or text message. Find out more about our delivery service here.
Where is my delivery?
Once despatched, you will receive tracking information for your order via email or text message. If it has been three working days and your order has not arrived, please contact us.
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 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. 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 are 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 as 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.