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Customer Service
Order Process
Payment
Security
Delivery Charges
Exchanges & Refunds
OrderCancellation
Time Limitation for Notification of Claims
Accuracy of Information
Customer Complaints/Suggestions
If you have any queries with regard to your order, please contact us on 01428 707862 (International +44 (0)1428 707862) between the hours of 09:00 and 17:00, Monday to Friday (GMT). Calls will be charged at your standard national or international (for non UK locations) rate.
1. Order Process
There are five simple ways to order:
- Online through our website: www.wild-grapes.co.uk
- By phone: 01428 707862, our lines are open 5 days a week (Monday to Friday), 10:00 to 17:00
- By fax: 01428 707862, just fax through your completed order form with payment details
- By email: orders@wild-grapes.co.uk; please ensure you include a contact telephone number in addition to all the details requested on the order form.
- By post: Wild Grapes Ltd, Granary Barn, Orchard Park Farm, Lurgashall, West Sussex GU28 9EU
All orders that you place on this website will be subject to acceptance in accordance with the terms and conditions.
Once you have finished shopping and you are happy to proceed to the checkout please click the “Continue to Checkout” button. Once you have gone through “checkout”, we will send an order acknowledgement to you by email, detailing the products you have ordered. Please note that this email is not an order confirmation or order acceptance from Wild Grapes Ltd.
Acceptance of your order and the completion of the contract between you and us will take place on dispatch to you of the products ordered unless we have notified you that we do not accept your order or if you have cancelled it (please refer to our Exchange and Refunds).
We do not file details of your order for you to subsequently access directly through this website; please therefore print out these terms and conditions and the order acknowledgement for your own records.
We may not be liable to accept your order or part of your order to the one of the following reasons:
- The product that you ordered is out of stock;
- Authorisation of your payment failed;
- We made a pricing or product description error or,
- You are not eligible to order from Wild Grapes Ltd
If there are any problems with your order, you will be contacted by a member of our Customer Services team. If you change your mind about an order you have placed with us, please contact our Customer Services team as quickly as possible by emailing orders@wild-grapes.co.uk.
Orders are normally processed immediately after you place the order, so we may have already packaged your order and made arrangements for it to be sent to you when you cancel it. If this is the case then we cannot always stop the order from being sent. Once you receive the order, you will have to return it to us.
2. Payment
Forms of Payment Accepted
We accept payment by all major credit and debit cards including Visa, Mastercard and Switch, but excluding American Express and Diner Card. On the order you must provide us with your exact billing address and telephone number (that your card company has on file for you). Incorrect or inaccurate information will cause a delay in processing your order. Your order will only be processed once authorisation of your credit card has been properly received.
We take payment from your card at the time we receive your order, once we have checked your card details and stock availability. Goods are subject to availability from Wild Grapes’ suppliers. In the event that we are unable to supply the goods, we will inform you of this as soon as possible. A full refund will be given where you have already paid for the goods.
You may also pay by cheque or postal order although we cannot process the goods until payment has been cleared, which can take at least 10 days. Please make cheques payable to Wild Grapes Ltd.
Price of Goods
The price you pay is the price displayed on this website at the time we receive your order. No other prices are applicable to these items. The following exception applies:
- While we try to ensure that all prices on our website are accurate, errors may occur. If we discover an error in the price of goods you have ordered we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund.
Title to any products you order on the website shall pass to you on delivery of the products provided that we have processed and received payment in full for the products.
All prices include VAT (where applicable) at the current rate of 15% but exclude delivery charges.
3. Security
Wild Grapes take security very seriously; all online purchases on our website take place in a safe environment to ensure your credit card information is secure. Wild Grapes use HSBC for the secure transfer and processing of credit card information using state of the art and secure sockets layer (SSL) technology. HSBC encrypt credit or debit card information and authorise payment directly.
As soon as you access the “checkout” pages, i.e. before you enter any personal or payment details, your browser will go into secure mode. You can check that you are shopping in a secure environment by looking for a locked padlock or a key icon at the bottom of your screen.
We only accept orders that are placed using SSL technology as this prevents you from inadvertently revealing personal information using an insecure connection. During payment, we also ask for your card billing address as an additional security check.
No credit or debit card details are stored once your order has been processed. This is why you need to enter your card details each time you place an order.
We recommend that you always close down your internet browser when you have finished shopping online, especially if you use a shared PC. This will delete temporary internet cookies from any sites that you may have visited.
4. Delivery Charges and Delivery Times
All prices on our website are exclusive of delivery charges which will be added to the price of the products at our checkout.
You will be notified if delays are anticipated, and if we cannot deliver your order within our recognised delivery times (detailed below), we will inform you and offer you the right to cancel the order.
Delivery charges relate to UK mainland-only and exclude bespoke wine racks, wine fridges and coolers. Charges for the delivery and installation of bespoke items are given at the time of order and will be dependent upon the complexity of the job. Typically delivery times for bespoke cellars and wine racks are around 8 weeks.
Postal charges are determined by weight are structured according to whether standard or expedited ‘next day’ delivery is required:
- There is a standard charge of £4.95 for postage, packing and delivery on all items which weigh less than 500g. Expedited delivery charges within the same weight category are £10.55.
- There is a standard charge of £7.45 for postage, packing and delivery on all orders which weigh between 500g and 2kg. Expedited delivery charges within the same weight category are £17.55.
- There is a standard charge of £15.95 for postage, packing and delivery on all orders which weigh between 2kg and 10kg. Expedited delivery charges within the same weight category are £44.95
- There is a standard charge of £29.95 for postage, packing and delivery on all orders which weigh between 10kg and 20kg. Expedited delivery charges within the same weight category are £44.95
Please allow 3-10 working days for delivery of items at standard postage rates. For expedited delivery, provided we receive your order before 10am Monday to Friday, you will receive the goods on the next working day.
Please note that Royal Mail or our courier company will require a signature. All goods must be signed for by an adult aged 18 years or over on delivery. If you cannot attend the delivery or wish to send the item to your work address or as a gift to someone, you are very welcome to enter an alternative address of delivery when you place your order. This option is offered to you once you have checked out and confirmed your order (please note that your billing address should remain the same as per the credit/debit card you are using for your order).
We reserve the right to pass on any subsequent delivery charges incurred for late cancellation notice (less than 5 working days before the scheduled delivery date) as well as additional delivery attempts and redirection charges should the recipient be unavailable to sign for goods.
Please ensure that any delivery details which may restrict or hamper delivery must be provided to Wild Grapes Ltd at the time of order or a minimum of five working days prior to delivery date. Examples of these restrictions are, tight access, gravel driveways, no pavements, property on bend, busy main roads, restricted parking, size of delivery vehicle, property access. Any such problems not advised will be your responsibility and the goods will be deemed delivered.
Risk of loss and / or damage of products passes to you on the date when the products are delivered or on the date of first attempted delivery by us.
As soon as we have delivered the goods to your door you will be responsible for them. We will only deliver goods to the address on the order. From the time of receipted delivery of the goods, any loss or damage to the goods shall be at your own risk. Any transit damage to the goods, shortages or incorrect goods supplied must be noted on the delivery consignment note at the time of delivery.
5. Exchanges & Refunds
We are sure that you will be delighted with the quality of our bespoke wine storage products and the goods from our online shop that you have ordered. However, if you are unhappy or have just changed your mind, simply return the product to us within 15 days of purchase for a full refund or exchange with a letter stating the reasons for returning the item (please give as many comments as you can as these are very useful for us to improve our service to you). Items should be returned to:
Wild Grapes Ltd
Granary Barn
Orchard Park Farm
Lurgashall
West Sussex GU28 9EU
Goods must be unused and in perfect condition (including the product packaging). We cannot accept liability for goods lost or damaged in transit. We strongly recommend that you obtain a free ‘Certificate of Posting’ from the post office, as we will not accept responsibility for parcels lost in transit. For peace of mind you might want to send the goods Recorded Delivery. Unfortunately, we are unable to refund the original delivery charge or the return postage, however should you be sent a faulty item, we will of course reimburse you in full. For exchanges, the customer remains responsible for any additional delivery charges that may be incurred.
All items must be returned to us before a refund or replacement is issued. If we have made a mistake in the order, we will also refund the delivery charge.
We will notify you as soon as your refund or replacement has been issued to you. This will be within 7 days of us receiving the goods back from you. This does not affect your statutory rights as a consumer.
6. Order Cancellation
You have the right to cancel the contract at any time up to the end of 7 working days after you receive the goods. To cancel, you must give written notice to Wild Grapes Ltd by hand or post, fax or email (orders@wild-grapes.co.uk), stating that you are cancelling your order, quoting your order number, giving details of the goods ordered and (where appropriate) their delivery. Cancelled orders will be refunded in full; however this does not include any shipping costs incurred by the sender.
A working day is any day other than weekends and bank or other public holidays.
If you exercise your right of cancellation after the goods have been delivered to you, you will be responsible for returning the goods to Wild Grapes at your own cost (the address to return the goods to is given above (see Exchange and Refunds). You must take reasonable care to ensure the goods are not damaged in the meantime in transit.
Once you have notified Wild Grapes that you are cancelling the contract, Wild Grapes will refund you within 30 days for any sum that has been paid by you or debited from your credit card for the goods.
If you are exchanging goods and the new item you want costs less than the one you have returned we will refund you the difference. If you are exchanging goods and the new item you want costs more than the one you returned an additional payment is needed before the new item will be despatched.
Refunds for items bought as gifts can only be given to the original purchaser. If you decide to exchange an item the purchaser will be informed.
7. Time Limitation for Notification of Claims
Damage in transit: If goods arrive in a damaged condition you must make a note on the carrier's delivery consignment note and it will be your responsibility to inform us within 7 days from delivery.
Shortages: It is your responsibility to sign for the correct number of packages as shown on the carrier's delivery consignment note. Any shortages must be noted on the consignment note and it will be your responsibility to notify us within 10 days from delivery.
Incorrect Goods: It is your responsibility to notify us of any incorrect goods supplied within 7 days from delivery.
Non-Deliveries: We will not accept liability for goods lost in transit unless we are notified within 10 days from the expected delivery date.
If goods returned under this clause are found to be perfect and in full working order, these will be returned to you and an administration fee of 15% of the price of the goods along with the cost of carriage will be charged to your credit card account.
Product Guarantees:
All products supplied are covered by the terms and conditions of the Manufacturer's Guarantee for their stated period. This guarantee specifically excludes faults caused by accident, neglect, and misuse. This does not affect any statutory rights that you may have.
Faulty Goods:
Products that are deemed faulty can be returned for replacement, or a full refund and, this does not affect any statutory rights that you may have. Faulty goods can be returned up to 7 working days following receipt of order.
8. Accuracy of Information
Each product purchased is sold subject to its product description. We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the website are correct at the time when the relevant information was entered onto the system. Although we aim to keep the website as up to date as possible, the information including product descriptions appearing on this website at particular time may not always reflect the position exactly at the moment you place an order. We cannot confirm the price of a product until your order is accepted in accordance with our order terms and conditions.
Many of the products we sell are of a descriptive nature and it is not practical to publish detailed specifications of all the products. All images, descriptive matter, specifications and advertising on our site are for the sole purpose of giving an approximate description of the goods. Full detailed specifications are available from the manufacturer's brochures or their websites.
All product information relating to products which are expressly described as being manufactured by Wild Grapes, may be deemed as being accurate at the time of going to print. All non-Wild Grapes product specifications, images and other information published on our website have either been made accessible by suppliers, manufacturer's, publications, publicists, or been gathered from public-domain sources. Whilst the intention of Wild Grapes is that all information on the website should be as accurate and up to date as possible, irrespective of the provenance of products sold through our website Wild Grapes cannot guarantee the reliability or the accuracy of the information contained within its pages. All the actions taken by the user of the website are the responsibility of the individual.
In the event a product is listed at an incorrect price due to typographical error or error in pricing information from our suppliers, taxes or duty changes, Wild Grapes retain the right to refuse or cancel any orders listed at the incorrect price whether or not the order has been confirmed. If your credit card has already been charged and we subsequently cancel your order, we will immediately issue a credit to your credit card account to the value of the correct amount (including delivery charges).
9. Customer Complaints/ Comments
Should you have any cause for complaint or wish to pass on your comments, you can phone or fax us on 01428 707862, or email us at enquiries@wild-grapes.co.uk or write to:
Wild Grapes Ltd
Granary Barn
Orchard Park Farm
Lurgashall
West Sussex GU28 9EU
Upon receipt of a complaint, we will endeavour to reply to your complaint within one working day and inform you of what action will be taken.
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