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 5th January 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 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. Our Warehouse Shop will reopen on Tuesday 30th March, and our London Shop will reopen on Tuesday 13th April, with social distancing measures in place.
How can I order?
You can order online, over the phone (0800 280 2440 and select option 1), 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.
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. You can also email us on firstname.lastname@example.org. 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.
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 email@example.com.
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 work places . 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.
Please note that we are currently only able to offer Standard delivery (which should be with you within three working days).
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?
From Tuesday 30th March, you’ll be able to collect your order from our Warehouse Shop in Basingstoke; and from Tuesday 13th April, you can collect your order from our London Shop at 63 Pall Mall.
How long is the wait for delivery?
Due to demand, we are currently only able to offer Standard delivery, which should be with you within five working days. 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?
Due to demand, our Standard delivery service is up to five working days. You will receive tracking information via email or text message. If it has been five 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.