Help

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 custom/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 1-3 business days of your order placement. Please allow some extra time on some occasions in busy periods such as December.

We are unable to ship orders on Saturdays and Sundays. And if your order is fulfilled on a Friday, you can expect to receive it on Tuesday (express24) or Wednesday (express48).

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 business days for you 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?

Yes you can! All of our shipments are fully tracked and are available for tracking right here through the Parcelforce website.

WHAT PAYMENT METHODS ARE ACCEPTED?

We accept PayPal, Visa, Mastercard and American Express.

WHAT IF I MISS MY DELIVERY?

Don't worry. Parcelforce will re-attempt delivery the next working day. Due to the nature of the product in your order (alcohol) it must be signed for by an adult. So it cannot be left in a safe place or delivered to a neighbour.

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/fulfilled, cancelling an order is no longer possible. So be sure to get in touch with us through that email as soon as 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).

MY ORDER HAS NOT BEEN DISPATCHED/FULFILLED YET!

If you have been waiting a few days and your order status has not been updated. Don't worry, we haven't forgotten you! In some cases, it may take longer to ship some orders due to a lack of stock, or other business commitments. We are a very small father-son family business and supply other businesses too. We do not have staff to ship these orders for us. We handle every order ourselves from the point you place it to the point it is collected by UPS. If the delay is expected to be longer than a few days we may send you an email explaining this. Our deepest thanks for your patience, and business.

HOW DOES LOCAL DELIVERY WORK?

As explained in the postage and packing page linked here. If you live within 20 miles of our Seaham location you have the option to select 'Local Delivery' which is a completely free delivery choice. We deliver your order ourselves, but please note. Due to the delivery being handled ourselves, your case(s) may not arrive in full protective packaging as it is not needed. We only use extensive protective packaging if your order is going through the courier network.

Local delivery also depends on our own availability. Sometimes it can be next day, others it may take longer, just as a disclaimer. Additionally, we will get in touch with you to organise the best time for you to be in to receive your order. So keep an eye out on your phone for a call!

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 - Do not call this number for general customer service. Only use this number if email contact is unsuccessful. Thank you.