FAQ

THE COMPANY

Who are you?

We are an independant family run business and the parent company of Saxtys, an already long established bar, restaurant and nightclub in the historic city of Hereford www.saxtys.co.ukWith over 30 years independent trading in the city, and an extensive event bar sister business we have managed to build up great relationships with our wine and drinks suppliers, making sure we are able to bring you the best prices possible

Where is your office?

Our offices are located at the Saxtys site in the centre of Hereford city. Saxtys, 33 Widemarsh Street, Hereford, HR4 9EA. Some of our stock is held here and we also have a bonded warehouse off site.

When is someone available to help me?

Our offices are open Monday to Friday 9.30am - 5.30pm.  Please be aware if you call outside of these hours, you may not necessarily speak to one of our dedicated Wines Sales team.  Although all our staff will do their best to help, only our Sales Team have access to the orders, pricing and customer information.  Occasionally some of the Sales Team are available outside of those hours and wherever possible, we will get back to you with any queries as soon as we are able to.

How long will it take to reply to my email?

Emails are checked daily so that we can guarantee a reply within one working day. We will always try and find a solution to any problem you have and may also call you if it is easier.

Why is your Live Chat not always available?

We are still quite a small team and sometimes our team can all be away from the office checking or sorting orders or responding to other queries, if so, we turn off the Live Chat so you are not hanging on for a response, but you can always email us using the "contact us" form.

Do you have a shop I can visit?

Yes we do! Our very first shop - The Secret Bottle Shop - is now open. You can buy any of the wines seen on the website from and can talk to our staff about the differenet wines on offer  We carry most of the stock at the site, but just to be on the safe side or if you require a large volume of a particular wine, please call us to check first on 01432 357872 or email at sales@saxtyswines.co.uk.  We can arrange private tastings for you by appointment. Learn more about our Secret Bottle Shop Here

Do you hold Tasting Events?

Yes!  We do various Tasting Events through the year, some quite informal and others more formal including Dinner.  Sometimes we have respresentatives from the Wine Companies or Producers who come along as guest hosts.  If you would like to know when the next event is - send us an email to sales@saxtyswines.co.uk and we will add you to our events mailing list!  If you are local to us or visiting the area with a group, we can arrange private Wine Tasting Parties. Take a look here for more information: http://www.saxtys.co.uk/party-packages

Do you sell wines by the bottle?

We do sell wines and champagnes by the bottle. However, for shipping purposes, they have to be packed into a box, hence we charge a fixed shipping price.

Do you have any special offers?

Our special offers are all listed on our home page. They change all the time so keep checking back to see. Once you become a member with us we will send you email updates on any new special offers and regular emails letting you know about any upcoming events and deals.

I have had a bad experience with online ordering in the past - what makes you different?

We genuinely care about you as a customer and all of our products.  We will do our utmost to provide a first class service to you, and if something goes wrong, to put it right. Our Trusted couriers were chosen by us because they have the same ethos and values. When you speak to us, you speak to the people at the heart of our company: the owner and his immediate team - who all care passionately about the business.  Therefore we want to make sure your experience with us is a good one so that you want to order from us again, and perhaps even pay us a visit if you are in our area!

 



DELIVERY

What is the delivery charge?

Standard Delivery is charged at £6.95 per consignment. Goods will be received within 7 working days, where possible delivery will take 24/48 hours. Premium services are available, please see our Delivery Information page.

Who will deliver my wine?

All deliveries will be carried out by our trusted couriers. please see our Delivery Information page. If you have any enquiries, do not hesitate to contact us on 01432 357872 or email at sales@saxtyswines.co.uk.

My order is a gift; Can I include a Gift Message?

Yes, simply put the message in the comments box in the checkout and we’ll put a card in with your order - some gift services may incur a small extra charge.

How long will it take for the Wine to arrive?

If we have the wine in stock, we will process the order within one working day, and have it shipped out to you within 2-3 working days. If the items you order are not in stock, we will email to inform you of their expected day of arrival, and when you will receive the goods. Premium next day delivery services are available.

What happens if I am out when the couriers try to deliver?

Our couriers will leave a card stating they were unable to deliver and will provide a contact telephone number to rearrange delivery at no extra charge. If you know you will not be in to take receipt of the goods, then during your online purchase, put a special requirement note to leave the order in a safe place or with a neighbour. Goods will be left at your own risk.  If you need to make any changes to the delivery - please contact us as soon as possible on 01432 357872 or email at sales@saxtyswines.co.uk and we will rearrange with the courier.  Alternatively you can contact them directly through their tracking application.  please see our Delivery Information page.

What happens if my order arrives damaged?

All goods must be examined and breakages notified immediately and within two days of delivery at the latest. Please contact us straight away if you have any problems or enquiries call 01432 357872 or email at sales@saxtyswines.co.uk.

Am I able to return goods?

We will replace or credit any faulty bottle or unopened wine with which you are unhappy. Should you wish to return wine for any other reason, a collection charge may apply if you are unable to return it to Saxtys.

Can I have a Saturday Delivery? 

Yes, however the charges may vary from Monday-Friday deliveries.

Do you deliver overseas?

We generally only deliver to the UK, some additional charges or conditions apply for Highlands and Islands. However we have delivered overseas and we can look into overseas options for you - please contact us for a quote 01432 357872 or email at sales@saxtyswines.co.uk and we will talk to our couriers.

Can I collect my wine from your premises so I don't have to pay the delivery charge? 

Of course! Yes, we can arrange for you to pick up from Saxtys.

For further information on deliveries and returns, see our Delivery Information Page: Delivery Information

 



PRICING, PAYMENT & CUSTOMER DETAILS

What type of credit cards do you accept?

We accept Visa, Mastercard, Switch and Maestro and we use HSBC as our main merchant.

Can I pay by Cheque?

No, we only accept credit and debit card payments online.

Do your prices include VAT?

All of our prices include duty and VAT.

Can I have a VAT invoice?

Yes – you can ask for a VAT invoice - just send us an email at sales@saxtyswines.co.uk or call us on 01432 357872 and we'll be happy to arrange one for you.

Am I safe giving my card details online?

You can have full confidence that Saxtys’ online ordering service is completely secure. All credit card transactions processed through this site are safely and securely processed through Sagepay to ensure your peace of mind whilst shopping with us. Once you reach the order process, you will notice a padlock appear at the bottom of your browser window. This is to let you know that you have entered a secure website and all your details are safe.

How are my personal details used if I register with you?

We only use your details to let you know of any offers or deals that we think you may be interested in. This will be by email or newsletter. If you do not wish to receive these, you can unsubscribe at any time.  Please see our Privacy Policy for more details.

Can I specify a delivery address which is different to the Invoice address for my order? 

Yes. To send the order to an address other than the billing address, then simply fill in the Invoice and Delivery addresses on the checkout page.

Can I have an account and pay at the end of the month?

No, we do not offer a credit service to personal customers. All payments must be made up front on the website. If you are a business and require a regular corporate order, please contact us directly to discuss your requirements on 01432 357872 or email at sales@saxtyswines.co.uk

 



THE PRODUCT

What happens if I have a problem with the product I have brought?

Please contact us as soon as possible on 01432 357872 or email at sales@saxtyswines.co.uk

What do I do with a corked bottle?

Unfortunately with corked products this does sometimes happen and is something we have no control over when we send the product out in good faith.  Please contact us on 01432 357872 or email at sales@saxtyswines.co.uk and we will do all we can to help.  If more than one bottle has a problem, by letting us know promplty, we can make sure the producer knows in case there is a batch problem.

If the vintage of my wine changes, do you send it anyway?

As a general rule, no, however some items may slip through if the producer has changed the vintage and we have not been made aware. We will endeavour to contact you to let you know about any vintage changes. You then have the option to accept the vintage change or cancel your order request.

What happens if the product says out of stock or is not available?

All our wines and champagnes shown on the website are either in stock or usually readily available to us. If there is going to be a delay in us receiving the goods, then we will contact you to let you know straight away so you have the option to cancel your order or arrange an alternative product.

You don't have what I want - are you likely to get it?

Call or email us and we will see what we can do!

 



Not found the answer you were looking for?

Please contact us for further information at sales@saxtyswines.co.uk or call us on 01432 357872.