Frequently Asked Questions

Do you have a minimum order requirement?
There is no minimum order requirement. All orders under £100, regardless of quantity, will have a delivery charge of £9.95 for standard delivery, or £11.95 for express delivery.

The wine I want is out of stock. Will it be coming back?
If an item that you want is out-of-stock, there is a button attached to the product which, if clicked, will automatically send a product information request to our Customer Service Team, who will contact you with an update.

Can I change or cancel my order before it is despatched?
Your order can be cancelled or changed up to 12pm on the day the order is due to be despatched. For orders placed after 12pm, these will leave us the next day. If you have received your delivery, you can cancel your order up to 7 working days once delivery has been made provided that all bottles are unopened, intact and in a suitable re-saleable condition. Once the products have been returned to us, a refund will be processed within 30 days. Please note that there may be a small collection charge. To cancel an order, please contact our Customer Service Team on 01482 638888 or email sales@houseoftownend.co.uk

Can I phone or email my order through to you?
We are no longer able to accept card payments over the phone. All orders must be placed through our website to ensure security measures have been met.

Can I reserve stock and pay for it later?
We are unable to reserve stock, however you can place an order through the website and collect at a time that is convenient to you.

Are the photos of the wines the actual bottles you have in stock?
We aim to keep all pictures as up to date as possible, and they should all represent what we have in stock. However, on occasion, there may be a slight delay in us receiving an updated wine label and getting the photography for our website sorted. If you are looking for a specific label, we do advise calling the team on 01482 638888 to check our physical stock.

The photo online shows a different vintage to the description, why is that?
We aim to update our website as quick as possible when we are notified of a change of vintage. However, on occasion, there may be a slight delay in us receiving a new vintage and updating our website. If you are looking for a specific vintage, we do advise calling the team on 01482 638888 to check our physical stock.

If I order a full case, will it come in original packaging?
The vast majority of our range will be repacked to ensure the safety of the wines when in transport. Some items, however, can be sent in the original packaging as long as a full case is ordered. For more information, please contact the Customer Services team.

Is anyone available to give me advice on wines?
Our colleagues in our Buying Team are on hand to offer advice when required.

Are you able to source a particular wine for me?
If there is a certain wine that you are searching for, please contact us through our web enquiry form or contact the Customer Service Team on 01482 638888 and we will work with our Buying Team to see if we are able to help.

What delivery options do you have available?
Standard 3-5 day delivery is £9.95 for orders under £100 – this is removed for orders over the £100 value. Express 1-2 day delivery is £11.95 on any order value. Both delivery options are available for Monday-Friday delivery (excluding Bank Holidays).

Do you deliver on weekends and bank holidays?
We are unable to offer a Weekend or Bank Holiday delivery.

Can I order online and collect from your Cellar Door?
We offer a FREE option to collect from our Cellar Door in Melton within the hours Monday-Friday 9am-6.30pm and Saturday 10am-5pm. You can also collection from our depot in Kendal Monday-Friday 9am-3pm.

Which carrier company do you use for your deliveries?
We work with APC for national deliveries. Deliveries local to our warehouse in Melton will be delivered using our own delivery fleet.

Will I be informed when my wine will be delivered?
On the day your order leaves us you will receive an email confirmation from APC to confirm they have received your parcel for delivery. The morning of your delivery day, you will receive a confirmation email from APC with a two-hour window that they aim to deliver within.

Can I track my order?
By receiving an email confirmation on the morning of delivery from APC, it will include a reference number and consignment number which will allow you to track the parcel via the link provided in the same email.

Can you leave my delivery in a safe place or with a neighbour?
When completing your order online, there is an option to leave delivery instructions if you wish for the delivery to be left in a safe place.

My order has not arrived, can you help?
If your order has not arrived within the delivery days in which you have paid for (Express or Standard delivery), please contact our Customer Service Team on 01482 638888 and we will contact APC for an update.

I missed my delivery, how can I rearrange?
If you have missed your allotted delivery times for whatever reason, please contact our Customer Service Team on 01482 638888 and we will arrange with APC for a new delivery day.

My order arrived with damaged items. What can I do?
Please contact our Customer Service Team on 01482 638888 or email sales@houseoftownend.co.uk to report any damages. Please have ready your order number and postcode when speaking to one of our advisors and we may ask for a photograph of the damage caused if necessary. We will aim to re-send your damaged products out as quick as possible to rectify. We may also request an uplift via a courier to send the damaged products back to us if it is possible to do so – please keep the original packaging where possible.

My order arrived incorrectly. What can I do?
If your delivery has a product/s that are incorrect, please contact our Customer Service Team on 01482 638888 or email sales@houseoftownend.co.uk where one of our advisors will look to rectifying the issue as quick as possible. Please have your order number and postcode ready so we can find your order quickly.

I don’t like the wine I ordered; can I return it?
If the item/s is/are not to your satisfaction, please contact our Customer Service Team on 01482 638888 or email sales@houseoftownend.co.uk where one of our Advisors will be able to help. We will look to uplift the product/s you wish to send back and refund you the value within 30 days of receiving the product/s back provided that all the bottles are unopened, intact and in a suitable re-sale condition. Please note that there may be a small collection charge.

I ordered the wrong item by mistake, can you help?
If you have ordered the wrong item, please contact our Customer Service Team as soon as possible on 01482 638888 or email sales@houseoftownend.co.uk. We will always try to rectify this as quickly as possible for you. Please refer to ‘Can I change or cancel my order before it is despatched?’ in our questions regarding ordering for more information.

How do I tell if a wine if corked?
There are 2 ways to tell if a wine might be corked – this is through smell and taste. If the wine smells of an odour you wouldn’t expect, for example musty, wet cardboard, this may indicate that the wine is corked. If the taste of the wine is dull and exhibits no fruit flavours, this can be another indicator that the wine might be corked. If you suspect this, please contact our Customer Service Team on 01482 638888 or email sales@houseoftownend.co.uk to speak to one of our Advisors.

I think my wine is corked, what can I do?
If you are not fully satisfied with the item/s that have been received, please contact our Customer Service Team and we will arrange a collection of the product/s at no extra charge to you. A refund will be processed within 30 days of receiving the product/s back.

Am I able to add a gift message to my order?
When finalising your order at the Checkout, we offer a ‘Gift Message’ option. Any message you write here will be printed on a Gift Card and included with the delivery.

My order is a gift and I don’t want pricing included with the delivery. Is this possible?
All of our deliveries include a despatch note. These notes do not include pricing. If you would like us to not include the delivery note in the parcel, please let us know either in the ‘Delivery Instructions’ at the Checkout or email our Customer Service Team at sales@houseoftownend.co.uk

Can I send gifts to multiple addresses?
In order to send gifts to multiple addresses, these must be put through the website as separate orders.

Do you sell gift cards?
We are able to offer an option of purchasing an eGift card for the amount of your choice. For more information and the T&Cs, please click here.

Earn as you shop… The House of Townend Loyalty Scheme is our way of saying thank you to our long-standing and valued customers. Please click here to find out more.

En Primeur or "wine futures", is a method of purchasing wines early while the vintage is still in the barrel. It is a way of buying wines before they have been released to the general public. Prices are stated as  a ‘pre-release’ price per case, for wines to be shipped directly from the producer cellar door to our cellars in Melton, East Yorkshire. To learn more about buying En Primeur and all associated terms and conditions, please click here.