COVID-19 note: despite best efforts deliveries may be delayed

Policy of Wine Delivery & Returns, Independent Wine Ltd

Version 1.3 Last updated 07 May 2020

We gave a lot of thought to the policy of wine delivery & returns: we really love our wines, and we use secure and safe packaging and only work with most reputable couriers, and we believe it’s right to have a strict 18+ rule. Please check out terms and get in touch if you have any questions or suggestions.

1. Where we deliver

We will deliver your wine to anywhere in the United Kingdom (this includes England, Scotland, Wales and Northern Ireland) and Channel Islands.

2. Our couriers

To deliver to Mainland UK we rely on FedEx and sometimes UPS or Parcel Force. To deliver to Scottish Highlands and Islands, Northern Ireland and Channel Islands, we will use Parcel Force.

3. “18+ Only” Policy

We do have a strong “18+only” policy: you need to be over 18 years of age to buy wine from us, and we will not service customers under 18.

4. Prices for Wine Delivery

a. Our Standard delivery is priced per order to a single address (prices include VAT).

ServiceMainland UKScottish Highlands, WalesNorthern IrelandChannel Islands
Tracked Express delivery with Signature£6.70 £9.99 £9.99£10.99

b. Free Delivery on orders over £99 to Mainland UK postcodes listed below. Customers qualify for Free Delivery when spending over £99 in a single transaction to a single address.

5. Wine Delivery Times

a. Our normal “cut-off time” is 12-00 PM, which means we accumulate orders by 12PM and send them for shipping. Orders received after that hour will be shipped on the next working day.

b. Standard delivery time to Mainland UK is Next Day for most postcodes, but for some postcodes they take longer to deliver. Please check your timing below:

Next Working Day
for orders placed until 12.00pm
Mainland UK postcodes,
except those listed below.
2 Working DaysAB10 – AB16
AB21 – AB25
AB30 – AB45
AB51 – AB56
BT1 – BT94
DD5
DD7 – DD11
EH43 – EH45
FK8
FK16 – FK21
GY1 – GY9
KW1 – KW3
KW5 – KW10
IM1 – IM9
IM99
IV1 – IV20
IV25
IV30 – IV32
IV36
IV63
JE1 – JE4
KA4
KA6
KA16 – KA19
ML8 – ML12
PA20 – PA21
PA23 – PA28
PA32 – PA38
PA80
PH1 – PH13
PH15 – PH26
PH30 – PH35
PH39 – PH40
PH49 – PH50
SY15 -SY25
TD2 – TD11
TD13 – TD14
3 Working DaysPA22
PA29-31
PA62 – PA75
TR21 – TR25
4 Working DaysIV21 – IV24
IV26 – IV28
IV40
IV52 – IV54
KW11 – KW14
PH36 – PH38
PH41
5 Working DaysHS1 – HS9
IV41 – IV49
IV51
IV55 – IV56
KA27 – KA28
KW15 – KW17
PA41 – PA49
PA60 – PA61
PA76 – PA78
PH42 – PH44
ZE1 – ZE3

c. Orders placed after 12pm on Friday and over weekend will be dispatched on the following Monday.

d. Please note that at certain times (such as Christmas) the cut off time required for next two working days delivery may change. Any changes will be shown on the website.

e. If you order 2 or more cases, they may not be delivered at the same time, but the delivery charge will stay the same.

f. Our couriers deliver Monday to Friday, between 8am and 6pm. During the festive period our couriers may deliver up to 8pm.

g. Please note that for any of your orders we ask that deliveries are signed for, and if our couriers are in any doubt about the age of the recipient on delivery, they will request some form of ID.

h. Delivery timescale exceptions:

i. We shall not be liable for any delay in delivering your wine if that delay or failure is caused by circumstances beyond our control such as, war, riot, civil commotion, malicious damage, compliance with any law or governmental order, rule, regulation or direction, fire, flood, storm or Act of God, failure of ISP or telecommunications provider in connection with the performance of this Agreement.

6. Refunds and replacements

a. In the event that any of the products in your order are damaged, please do request a refund or replacement of the damaged product free of charge, by emailing us at orders@independent.wine. We won’t ask you to return the item. If it was indeed damaged please let us know within 14 days, send us a photo of the damaged bottle(s) taken by your phone and we will issue a refund. This photo will be used to investigate with the courier what happened, for insurance, and how can we improve the service.

b. If your order goes missing, or is damaged, between dispatch and delivery, we will send you a replacement order as soon as we can. If we are unable to dispatch replacement goods within 7 working days we will offer you a full refund.

c. Incorrect and faulty products: In the event that any of the products in your order are incorrect, please let us know within 14 days by email at orders@independent.wine.

d. Where the order is a single product item we will collect the incorrect item and then once we have confirmed receipt of that item we will send the correct replacement free of charge. Delivery of the replacement product should take place within 7 working days of you notifying us regarding the incorrect item.

e. Where the incorrect product is part of a case we will collect the incorrect item and then once we have confirmed receipt of that item we will send the correct replacement free of charge. This also applies to any products that may be missing within an order.

f. If a product turns out to be faulty or not as advertised (i.e., non-conformant), we will give you a free of charge (including return costs) replacement or refund for 30 days following the sale. This does not affect your statutory rights. If you make such a claim you may need to prove that the fault existed at the time of delivery of the product and wasn’t caused by, for example, an accident, misuse, liquid damage, etc.

7. Cancellations

a. You may cancel your order for any reason whatsoever at any time up to 14 working days from the day after the date you receive your wine, provided all of the products are unopened and intact.

b. In order to cancel your order you must notify us by email at orders@independent.wine.

c. It is your responsibility to hold onto the wine and take reasonable care of it until we come to collect it. Once we have confirmation the case is collected we shall reimburse the price of the wine within 10 working days.

d. Any products collected by our carrier must be in their original box to avoid further breakages, where possible. If the packaging has become damaged or weakened the courier will not accept the package. Please contact us at orders@independent.wine before requesting a collection, or as soon as possible, if this is the situation.

e. Sorry to have to state the obvious, but once the wine has been delivered, in accordance with any specified delivery instructions, it becomes the recipient’s responsibility.

f. Nothing in these Terms and Conditions will reduce your statutory rights relating to faulty or inaccurately described goods. If you have any queries regarding delivery please email us at orders@independent.wine.

Thank you

Thank you for reading our terms of wine delivery & returns. If you have any questions or if something goes wrong please do get in touch with us and we will do our best to help.