Help

Updated 23/03/2024

This page is to help with whatever query you might have. Whether it be with an order, a request or business to business/wholesale question. There are 2 different email addresses below you can contact to get the help you need. Or alternatively, you might find your answer in the frequently asked questions below.

CUSTOMER SERVICE	jamie@robertsonwines.co.uk
BUSINESS ENQUIRIES	david@robertsonwines.co.uk

 
HOW DOES ORDERING WORK?

We package orders in cases of 6 and 12, so we only take orders in multiples of 6  Simply add the bottles you want to a mixed case or buy a case of the same wine for a discounted price! Please note, we do not keep track of stock on our website because we use wholesale stock to fulfil orders. This could result in a slightly longer waiting time for your order but you will be contacted regarding any order issues. 9 times out of 10 we have stock of everything and it will be dispatched within 48 hours (on a week day) of your order placement. Please allow some extra time on some occasions stock permitting.

PLEASE EMAIL US BEFORE PLACING YOUR ORDER!

To ensure we have the necessary stock for your order. Please contact the Customer Service email, Jamie will get back to you to explain availability. This avoids the possibility of your order potentially needing to be refunded due to short supply.

WHERE DO YOU DELIVER?

We deliver throughout the mainland United Kingdom. It typically takes 3-5 days to receive your order but If you live on an island or in a more rural area please allow more time. Additionally, if we are short in stock of the wine you have ordered, allow us some extra time to dispatch your order while we replenish our supply.

CAN I TRACK MY ORDER?

In the email you receive once we have dispatched your order, there is a UPS tracking number. Either click on the number itself, or copy and paste it to this link here. Which is the UPS tracking page.

WHAT PAYMENT METHODS ARE ACCEPTED?

We accept Visa, Mastercard and American Express.

WHAT IF I MISS MY DELIVERY?

Don't worry. UPS will attempt delivery up to 3 times before they hold your package or return it to us. Sign up to UPS My Choice to gain greater control over your delivery. We do not recommend rescheduling delivery with UPS as this increases the risk of damage to your order.

CAN YOU SEND ME A VAT INVOICE?

Of course, drop an email to jamie@robertsonwines.co.uk and you will receive a copy within a couple of days.

HOW DO I CANCEL MY ORDER?

Send an email to jamie@robertsonwines.co.uk and he will see to it as soon as possible. Just be aware that once orders have been dispatched, cancelling an order is no longer possible.

WHAT IF MY ORDER IS OUT OF STOCK?

As mentioned in the first question, we don't keep track of stock. However, we are only days away from obtaining more should we ever run out. In the unlikely event we will not regain stock within 4-5 days of your order we will offer you all of the following options:

• A full refund.
• Substitute wines (of same quality and value).
• Await stock (with a given time frame of expected resupply).

MY ORDER WAS DAMAGED OR LOST IN TRANSIT!

Don't worry. Chances are we have noticed too and we will be looking into it. This will add several days to be resolved as we must understand the condition and reason for the disruption. And prepare an appropriate resolution such as a replacement case or refund (whichever you prefer).

I'VE EMAILED YOU BUT I GOT NO REPLY!

In extremely rare cases we might not receive your email. If you don't hear back from us within 48 hours please send us another email. If you do not hear back after a further 48 hours. Please call this number: +447368520887 - Please note. Do not call this number for general customer service. Only use this number if email contact is unsuccessful. Thank you.