 | Our customer service is very important to us and therefore if you are not happy, please contact our customer service department on 0800 072 0011 or e-mail: service@everywine.co.uk. We deal with all enquiries as quickly as we can and they are treated with the strictest confidence. We will often respond within 24 hours and will try to resolve most issues immediately. If this is not possible, we will keep you informed until a satisfactory conclusion has been reached. We hope to provide confidence and reassurance when buying on-line, but there is always a human response either by email or you can chat to a customer representative on 0800 072 0011. Our normal office hours are Monday to Friday 9.00am to 5.00pm. If you have any suggestions on how we can improve our customer service please let us know.
Order Request
When you place an order with everywine.co.uk it is treated as an order request. everywine.co.uk is a non-stockholding retailer which means the wines listed are subject to availability. When you place an order request on the website, everywine.co.uk contacts the supplier to confirm availability and then arranges delivery. Once we have established the stock is available, we contact you and only then will we charge your credit/debit card. It is at this point that a legally binding contract exists between you the purchaser and everywine.co.uk.
everywine.co.uk makes every effort to ensure the information listed on the website is accurate and up-to-date but there are times due to circumstances beyond our control when the vintage or price may change. We will always keep you informed of any changes made to your order request. No monies will be charged to your credit/debit card until we have confirmed with you that your request can be fulfilled.
While we try and ensure that all prices on the website are accurate, errors may sometimes occur. If we discover an error in the price of goods you have ordered, we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you, we will treat the order as cancelled. If the order is cancelled and you have already paid for the goods, you will receive a full refund.
The Web Site
We hope to make your visit to everywine.co.uk.co.uk as easy and pleasurable as possible. We mainly sell our wine in cases of 12 bottles, although wines may be listed in a 6 bottle cases depending on the packaging and the warehouse terms from our suppliers.
The Navigation Bar
The navigation bar at the top of your screen is featured on all the pages and will help you browse and search for the wine of your choice. You may wish to browse generally using the “directory” or you may know exactly what you’re looking for and wish to go straight to that item by using the find facility.
Searching :- Find Facility
If you know what you are looking for, you can use the find facility on the top right hand section of the navigation bar. Simply type in keywords or phases to see a search selection of all the wines that match closest to your entered details. If you cannot find the wine you're looking for please send us an email including as many details as you can about your chosen wine to winefinder@everywine.co.uk and we will try to track it down for you.
Refining Your Search
Once your initial search results are displayed a “refine your search” panel becomes available. You can now filter your results further by choosing from style, grapes, region and vintage to find the exact wine you are looking for.
Browsing
To browse through our directory of wines just click on “our directory” below the "Find" search box. From each directory heading you can drill down though the countries, regions and sub-regions to display the relevant wines. You can also browse through the directory using colour and style. A “crumb trail” is displayed at the top of the page to help indicate where you are in the directory. This connection of “live links” helps you navigate the directory headings to find wines from the same regions or of similar styles.
The Shopping Basket
When you have found a wine that you would like to purchase, just click on the add to case button, which is found on any page featuring a full description of the wine or a search/browse list. The item will then be added to your shopping basket and a pop up window will show you how many items you have in your basket. You can then continue to shop by using the continue shopping button in the pop up window or go to checkout. To view the contents of your basket, click on the “basket” button at the top left of the navigation bar. It is possible to remove items from your shopping basket at any time by selecting the "delete" button on the shopping basket screen, or you can edit the amounts you require and then use the “update basket” button.
Checkout
When you have finished making your selections, simply click on the “checkout button”, which will then allow you to complete your order request. You will be asked to register or sign in and the list of products you have ordered will appear, indicating quantities, cost per item, together with your subtotal, delivery costs, and the total amount of your order request.
There are three choices of payment, credit card, fax your credit card details or payment by cheque. If you choose credit card, you will be asked to complete your delivery and payment details, plus any special delivery instructions to allow more flexibility over where your wine is delivered. This could be your place of work if you are allowed to have alcohol on the premises.
If you choose fax or cheque, you will be asked to complete a form for your delivery and payment details which you can then print and post (or fax) to everywine.co.uk. Once your payment has been received, it will take 3 days to clear the funds from a bank and 5 days from a building society. When the funds have been cleared and we have confirmed that we are able to fulfill your order request, we will release your order and it will proceed in the standard way.
You can telephone your order through to our Customer Service Department on 0800 072 0011 who will be happy to take all your details.
Methods of Payment
We accept American Express, Mastercard, Switch, Visa, Visa Delta and cheques.
Monies will not be charged to your credit/debit card until we have confirmed that we are able to fulfill your order request.
Everywine.co.uk reserve the right to cancel any order request at any time.
Cancellations
You may if you wish for whatever reason cancel your order within 7 working days from the date you have received your wine. This is providing the bottles are unopened and intact. You can contact us on our freephone number 0800 072 0011 or you can send an email to service@everywine.co.uk
We will reimburse the price of the wine within 30 days from the date you notify us of the cancellation, once the wines has been collected by our carrier, returned to us and inspected by us. Please note, sadly we are unable to reimburse the delivery charge when you have decided to cancel your order.
If you fail to make the goods available for collection within 30 days of your notice of cancellation, you will be deemed to have accepted the goods, at which point a new purchase contract will be made and you will be charged for your order at the price set out on the web site.
Delivery
Delivery is £8.95 for all orders regardless of how many cases you order. The delivery charge will be shown along with the items you have selected on the Order Confirmation page. From the time of placing your order we aim to deliver within 10 working days, although it will often arrive much more quickly. Deliveries are made Monday to Friday between 9.00am and 5pm.
We deliver to most of the UK mainland. We're sorry that the standard delivery charge excludes the Scottish Islands, Scottish Highlands, Isles of Scilly, Isle of Wight and the Isle of Man, but we can arrange delivery to these areas for an additional charge. Please contact customer services for details (0800 072 0011). We regret that we do not deliver to Northern Ireland, The Channel Islands or overseas.
You will receive a number of emails tracking the progress of your order. We strongly recommend that you propose an address where there will always be someone present to sign for the delivery (such as a work address). If however you are not at home, our couriers will leave a calling card and they will attempt to deliver the parcel the following day. If the courier cannot deliver the wine on the second attempt. The wine will be held at the local Amtrak depot for a further 2 working days, after which the parcel will be returned to our everywine offices. Customer will then be responsible for the wines collection or you will need to arrange delivery yourself.
There is an option to give us specific instructions to leave the wine in a safe place if you know you will not be at home to receive your order. Simply fill in the box marked "Special Delivery Instructions" when placing your order. Please note: If you do choose this option you do so at your own risk.
You can send a delivery to someone else if you want - when you come to the Order Confirmation page you can change the "Delivery Address". Simply click the “Edit Delivery Address” button and follow the on screen instructions, fill out the address you would like your order sent to as well as your own billing address. Unfortunately we cannot currently deliver to more than one address per order.
Returns
We consider your satisfaction with our products and service to be paramount. With this in mind if you are dissatisfied with the purchase you have made or the service you have received, please contact our customer service department on 0800 072 0011 or email service@everywine.co.uk.
Unfortunately being a perishable product, wine will from time to time be out of condition when you come to drink it. This is normally termed as 'corked' wine and occurs in less than one percent of wines consumed. If you are unfortunate enough to find a 'corked' wine within your case, please contact the customer service department. We will arrange for the wine to be collected within two weeks and your account will be credited immediately.
If the product is delivered damaged or the wrong product is sent in error, please contact our customer service department and we will arrange for a replacement to be dispatched as soon as possible and for the damaged/wrong goods to be collected. If that wine is no longer available, we will offer an alternative product or give you the opportunity of a refund.
Age Restriction
You must be aged 18 years old to purchase alcohol. By placing an order you confirm you are at least 18 years old. If you are buying the wine as a gift then the recipient must be 18 years old. All goods must be signed for on delivery by an adult aged 18 years or over. If no one of that age is at the address when the delivery is attempted the goods will be retained by the driver. The carrier will leave a card explaining they have called and they will re-attempt to deliver the wine the following day. If the parcel is not delivered on the second attempt, then another calling card will be left explaining Amtrak have attempted a second delivery and the parcel can be collected from the local Amtrak Depot. If the wine is not collected from the Amtrak Depot within the next 2 days the goods will be returned to everywine.co.uk and the customer will then be responsible for collecting the parcel from everywine.co.uk at their own expense.
Registration
You can register for an account with everywine.co.uk.co.uk at any time but if you want to take advantage of receiving our free email bulletin, register as soon as you enter the site. To register for an account, click on the "register" button at the top right of the navigation bar. At the registration page, enter your details and click the "Continue" button to confirm your registration. You will be automatically signed in and taken to My Account where you will be able to view and update your details including whether or not you want to be part of the mailing list for the e-mail bulletins. If you have any orders placed, you will be able to view those orders by clicking the "View Current" and "Past Deliveries" hyperlinks. If you want to start looking around the site, start at the home page by clicking the "Home" button on the navigation bar.
Sign In
Once you have registered, you will be able to sign into your account at any time by clicking the “sign in” button on the navigation bar. If you wish to purchase any products and have not signed into your account, you will be prompted to do so before proceeding to the Order Confirmation page. If you are sharing your computer and want to sign out of your account, choose the “sign out” button from the navigation bar. If you have items in the basket when you sign out those items will remain in your basket for the next time you sign into your account. If you share a computer and have items in the basket when you sign out, the next person to use the computer and the everywine.co.uk web site will not be able to view the contents of your basket.
Passwords
A password and email address is required to register your account and uniquely identify you as a member of everywine.co.uk. This password and email address will then be used whenever you sign into your account and you will need to sign into your account whenever you wish to purchase a product. If you forget your password - don't worry! Click on the “sign in” button in the navigation bar and then follow the forgotten your password hyperlink. An automatic email will be sent to your email address with your password.
Changing Your Details
To change details of your account, sign in and click on the "My Account" button on the navigation bar. The My Account details page allows you to change your name, billing address, delivery address, e-mail and password details.
The Mailing List
When you register for an account with everywine.co.uk, you are given a tick box option of “opting out” from the mailing list. The benefits of being on the mailing list includes, the email bulletin, discounts and special offers. You can change being part of the mailing list at any time by emailing unsubscribe@everywine.co.uk and you will be removed from the mailing list.
| | |
