Delivery & Returns

 

 

1.1 How much is Delivery?


Standard Next Working Day - £6.95 per order (whether it is one bottle or a few cases.*)

Our Standard Delivery is Next Working Day.  Order before 3pm Monday to Friday and if you are in Mainland UK your order will be with you in most cases on the next working day for £6.95 

This is usually delivered the next working day by 6pm provided the order is placed before 3pm on the previous working day. This is not a guaranteed next day service, but all orders are usually received within 2 working days as standard. Provided you give us a mobile number and email address, you should receive tracking information which will enable you to manage the delivery.

*Full details and RESTRICTIONS are described in 1.2 below.


Collect from Saxtys - £0.00 FREE

This is a service for local orders who will be collecting from our premises in Hereford, (postcode HR4 9EA). Please do not use this option unless you intend to pick up your items from us. (You are very welcome to visit and have a spot of lunch in our restaurant, it’s a pleasant scenic drive!) Please note, we will not send out goods that have this option selected. Please notify us of your desired collection time on your order notes at checkout and we will endeavour to have this ready for you.  We can normally arrange orders for collection 7 days a week from 9am to 10pm but please allow us reasonable time from placing your order to your collection request. 


If you require a delivery before a certain time the next day or require a Saturday delivery we offer the following 'premium’ timed delivery windows:

  • Next Working Day before 12 Noon - £12.95 Delivered the next working day before 12 noon*
  • Next Working Day before 10.30am - £19.95 Delivered the next working day before 10.30am*
  • Saturday Delivery - £10.95 Delivered on Saturday when the order is received by 3pm on the Friday beforehand (orders placed after 3pm will be delivered the following Tuesday)* 
  • Saturday Delivery before 12 Noon - £24.95 Delivered on Saturday before 12 Noon when the order is received by 3pm on the Friday beforehand (orders placed after 3pm will be delivered the following Tuesday)*

 

*See RESTRICTIONS below.


 

1.2 When will I receive my order?


Orders received by 3pm will be despatched the same day subject to stock availability. Standard delivery timeframe is 24-48 hours - again, provided that the item is in stock.  In most cases the item will be delivered sometime before 6pm the next working day subject to the *restrictions below.

Please be aware that we do not despatch orders after 3pm on a Friday or on weekends and bank holidays and our couriers do not deliver on Sundays or Bank Holidays. 

Due to the large number of products that we sell and the popularity of certain products, we do sometimes find a product to be out of stock on a particular day which means we will need to reorder from our suppliers. In this instance some orders may take 3-7 days to fulfil. In most cases we can obtain further stock within 3 working days, provided the stock is available to us in the UK. Should our supplier be unable to resupply us we will notify you and offer an alternative or refund / partial refund.  Please note that at peak times, stock shortages are common events, so do not leave ordering a special gift too late!

If your order is urgent, especially if it is for a specific event or date then please do let us know via a note in the comments section on your order and please specify the date required.  We would also recommend selecting one of our Premium Timed delivery windows.

In the case of adverse weather conditions, or other incidents out of our control we cannot offer an absolute guaranteed delivery timeframe.

 

*RESTRICTIONS

Orders for Northern Ireland, the Scilly Isles, Channel Islands, Isle of Man, Isle of Wight, Scottish Highlands and Islands and some other remote areas take longer to deliver, unfortunately these charges are quite a lot higher and we cannot offer the premium timed services. 

  • Standard charge for UK Highlands and Islands - £18.95

Usually delivered within 2-3 working days if ordered by 3pm on the previous working day.

Applies to the following postcode areas:

AB31 - AB38, AB41 - AB56, PH15 - PH29, PH32, PH33, HS1 - HS9, IV1 - IV56, IV63, KW1 - KW14

FK17 - FK21, KA27, KA28, PA20 - PA78, PH30, PH31, PH34 - PH44, PH49, PH50, KW15 - KW17, ZE1 - ZE3

TR21 - TR25, IM1 - IM87, PO30 - PO41

JE1 - JE5, GY1 - GY10

BT1 - BT82

 

INTERNATIONAL ORDERS

We regret we cannot currently fulfil orders through the website for delivery outside of the UK and Channel Islands.  If you require a delivery to the Republic of Ireland or to Mainland Europe, please contact us directly for a quote.

 

LARGE VOLUME ORDERS

Some very high volume orders may be better delivered on a Pallet and in some cases will be delivered direct from our suppliers. If you are requiring a large quantity of one of our products, or several cases of products please call us for a bespoke quotation and scheduled delivery date.



1.3 The delivery process


We operate on a signature basis to ensure goods are received safely and securely. Goods may only be signed for by persons over the age of 18.  Our couriers may ask for ID if you appear to be under 18 and may refuse to deliver if suitable ID cannot be provided. Goods can be left unsigned but you must specify this on your order with instructions where to leave the goods and this is at your own risk – for more information see 1.4 below. 

You can choose to have your order delivered to an address other than your billing address, such as your place of work or to a friend or relative. Simply add an alternative shipping address when placing your order. We are sorry but at present we do not have the facility on the website to offer shipping to multiple addresses. Should you require this service, please contact us for a bespoke quote for the extra carriage and we will be happy to arrange this for you.

If you are sending a gift, you can add a gift card to your order at no extra cost, please ensure you tell us in the notes at checkout.  We will not put in any kind of invoice paperwork with gifts, this will come directly to your email. Please see note 1.5 below to ensure we can deliver your gift to the recipient without delay.

If no one is available to meet the courier, the courier will leave a card to say they have been. Alternatively, you may authorize the courier to leave the order in a certain place. There is a delivery notes section in the shopping checkout where delivery instructions can be left should you or the parcel recipient be out. Let us know if you want the courier to leave your order in a certain place (e.g. at back door or in shed etc). For more information see 1.4 below.

You can check your orders progress specifically by using the tracking number provided on the 'Order Shipped' email you will receive. Once your order has been dispatched from our warehouse we will send you a Dispatch Email with a tracking link so you can follow its journey.

 

DELIVERY PARTNERS

We use Interlink Express as our main courier, who are trusted and well established Nationwide. They operate an extremely well managed and reliable service, in which they pride themselves on their customer service.  They operate using local permanent staff rather than agency drivers and take a personal approach to their deliveries.  They also use the latest in tracking technology to ensure you have maximum control over delivery of your parcel.  

By providing us with your email address and mobile phone number, Interlink Express will email you the night before delivery to confirm that they have your order and will be delivering it to your requested address. On the morning of your delivery they will text you with a 1 hour time slot for delivery and give the option to change delivery day, location or where to leave the parcel by replying to the text.  For more information, click here:

[interlink pdf]

If you are in any doubt about the expected delivery times, please contact us using the 'Contact Us' page.

Please remember, Couriers are the link between you and us and we do not own that link, nor can we directly control what happens within it.  In the vast majority of cases our customers have no issues with deliveries but in a small percentage of cases, problems do arise.  We will do our very best to address those problems for you where we can and we regularly review the service we are getting from our trusted partners and follow up issues where appropriate. 



1.4 Problems with delivery


If the courier is unable to deliver, the driver will leave a card and attempt re-delivery the next working day. If the couriers cannot deliver on their first attempt, they will re-attempt delivery twice more on consecutive working days at no extra cost. If they are still unable to deliver, they will leave a card with contact details to arrange a re-delivery at an appropriate time or you may specify instructions where to leave the goods, such as with a neighbour or in a safe place.

 Amendments to the delivery address cannot be made without the permission of the consignor. Amendments that are made to the delivery address that mean a change of delivery depot will incur a charge and is dependent on the area.

IMPORTANT: If a request is made for a parcel to be left unattended we cannot be held responsible if it goes missing after the courier has delivered it. We are under no obligation to compensate for goods missing if a request to leave unsigned has been made.

If the couriers are unable to deliver after several attempts and have not had any instruction from the customer (the purchaser of the goods), the item will be returned to us at the expense of the purchaser of the goods and subject to either:

1) A re-delivery cost (the return cost plus a new delivery charge)

2) Cancellation of the order and the return cost deducted from any refund made to you.

At peak seasonal times it could be several days before we are made aware of this and you risk the gift being circulated in a system of thousands of parcels before we are able to get it back!

We will do our utmost to adhere to our despatch and delivery deadlines. Should any problems occur on the delivery process - i.e. traffic or weather issues - and the delivery not be completed the next working day, Saxtys Wines cannot be held responsible. We will try and inform you if we are made aware of any issues with your delivery, but at peak times small issues can take much longer to resolve.  We implore you not to leave a special gift order or Wine for an important occasion to the last minute as we want to make sure the ordering and delivery process is stress free and to give us time to resolve any issues where we can.



1.5 Delivery of Gifts Direct to Recipient


If you are sending a gift through Saxtys Wines directly as a gift, please provide as much detail for delivery as possible. The delivery information (i.e. tracking number) will be sent directly to the email address and telephone number you provide, so please check this to keep abreast of the delivery process. Please ensure the recipient will be able to receive the gift delivery.  


  

1.6 Breakages or Damage


We take special care to ensure your goods are packed safely and securely, using approved packaging but occasionally and unfortunately, some breakages or damage can occur. 

Any damage to the order that has occurred during transit must be reported to Saxtys Wines as soon as possible on receipt of the goods. If there is visible damage on delivery, this must be reported to the courier.

All goods must be examined and we must be notified of any breakages immediately and within two days of delivery at the latest.  We may ask you to send us photos of the damage before further action is taken.


 

2. Returns Policy & Guarantee:


At Saxtys Wines, we guarantee your satisfaction with our products. However, in accordance with the UK Online and Distance Selling Requirements, you are entitled to cancel your order at any time within 14 working days of receiving your goods. The cancellation period ends on the expiry of the period of 14 working days beginning with the day after the day on which you received the goods.

If you wish to cancel an order under these terms, first contact us by email or phone (sales@saxtyswines.co.uk / 01432 357872) and we will arrange a collection.

Please return your product unopened in its original state and securely packaged within 14 days of receiving your parcel and a full refund will be issued minus the delivery and collection costs. Shipping and handling charges are NOT refundable unless the goods delivered were incorrect, damaged or faulty. (This does not affect your statutory rights in the event of faulty goods).

More information can be found at: https://www.gov.uk/online-and-distance-selling-for-businesses/overview 

If you wish to return items for any other reasons, these cases can be reviewed on an individual basis, so please email or call to discuss.  If you have a bulk order for an event and wish to return unused stock we reserve the right to charge a 20% restocking fee.

Please note - if you choose to send an item yourself and not via our courier collection service we recommend using appropriate services to cover the value of your product in case of any damage incurred during the returns process.

Unwanted items that arrive back to us damaged that have not been transported using our approved courier collection or drop off service will not be refunded.