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Frequently Asked Questions

Buying Wine

Are all your wines available online?

You will find all our current offers on the website and can search for just about every wine we are selling. There may be some occasions where a wine is not shown due to its sought after nature. In this case, we suggest you contact our sales team. If we do not have it in stock, we can try and source it for you.

Is there a minimum amount I have to order?

All orders are by the case, amounts per case will vary by wine type, but this will be clearly displayed both for each individual wine and at the point of check out.

Do I need to have an account with you to place an order?

If you have not purchased from Grainger Fine Wines before, you will need to register your details with us. This is part of the process when placing an order on-line. If you make a purchase over the phone or by email, we will need to take a billing address and contact telephone number. You can opt in or out of receiving our mailings and email offers at any time.

Can I store my wine with you?

Unfortunately not at the present time. However this is a service we are planning to launch in the near future. We will of course be announcing this both on the website and directly to all our members.

Payment Questions

 

What payment methods do you take?

We accept all the major credit cards including Visa, MasterCard, Switch/Maestro and Amex.

I have an invoice query – who can help?

All your invoices can be viewed on-line however if you need any further clarification please contact us and one of our team will contact you within 24 hours.

Delivery Questions

 

How much do you charge for delivery?

Delivery charge for england and wales only is 11.94 for a case of 6 bottles or 12 bottles (or two cases of 6). For other areas please refer to the delivery page.

When can I expect my delivery?

Orders are normally delivered within 5 working days.

What happens if I need to amend my order?

As long as the wine has not left the warehouse, most order details can be changed. If you do need to make any amendments, please contact the sales team as soon as possible.

Can you deliver abroad?

Unfortunately not at this time.

Can I collect my wine?

You can collect your wine from our warehouse in Dover. Please allow at least three days notice for us to get the wine ready for your collection.

Returns

 

What happens if a bottle is broken on delivery?

If you find that a bottle has broken in transit, it is important to note this on the delivery note. This makes it possible for us to refund to you the cost of the bottle. Any discrepancies should be marked on the delivery sheet including missing bottles and any damage.

What happens if I get a faulty bottle?

As annoying as it is, we understand that it does happen. If you come across a bottle which you believe is corked or faulty please let us know. We will arrange to refund you the cost of the bottle. If the wine has been stored by you for more than 3 months then we will look at possible compensation on a case-by-case basis. Please let us have your comments regarding our wines as your opinion counts!

How do I make a complaint?

In the first instance, complaints should be addressed to:

Simon Grainger,
Grainger Fine Wines,
No 4
34 Radnor Cliff,
Folkestone,
Kent,
CT20 2JL.

 

Account / Login Questions

 

I have forgotten my password / login ID

Please use the password reset link which will automatically generate and send you a new password.

I cannot login even though I have a password?

If you are having problems logging in, please contact our sales team who will be happy to help.

Do I have to login each time I visit your site?

No – you only need to login to place an order. You can browse current offers without any login ID needed.

 

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No: 7410774 VAT No: 101 8826 35

 

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