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Frequently Asked Questions

Where we tell you everything you need to know about buying wine from Vivino!

 

Frequently Asked Questions

What are your delivery costs and options? 

Most orders are shipped within 48 hours, however, some of our wines are stored in temperature and humidity controlled cellars and delivery from these can take a little more time, we do aim to ship all orders within 5 days though.  Our delivery charge is a very low £4.49 OR it's free if you order 6 bottles or more.

Which cards do you accept? 

We accept Visa credit and debit cards, Mastercard credit and debit cards and American Express credit cards. Please make sure your billing address matches the address your bank holds or we won't be able to verify your card.

How do I know if the wine's any good? 

Every wine that we offer has been highly rated by Vivino users. We also require a professional accolade (Gold medal, trophy, 90+ ratings etc.) and finally, we taste each wine and can 100% guarantee the quality. But if you still really, really don't like a wine that we send you, don't worry, we'll refund you and collect the remaining bottles.

How do you calculate your savings? 

We calculate an average retail price based on the supplier's recommended retail price and we always try to be the best price available in the UK at the time of the offer.  

 

Delivery FAQs

What are the shipping costs?

The shipping costs are £4.49 or free for orders of six bottles or more.

Where will Vivino deliver my wines?

Vivino delivers only in the Mainland UK, Scottish Highlands and Northern Ireland. We can not deliver to the Channel Islands or other countries. 

How will my Vivino order be delivered?

Parcel Force UK deliver all our orders. They deliver Monday through Friday from 8:30 am to 19:00 pm and will make two delivery attempts to your home.  If you are not at home on the two delivery occasions, your wine will be held at your local delivery depot for up to 14 days. If you do not collect it within 14 days it will be returned to our warehouse and you will be charged for re-delivery. If you are often not at home we would advise that you request delivery to a workplace.

 When will my wine be delivered?

We can always deliver within 10 working days, however most orders will arrive much sooner. Many orders will  arrive the following day, however, we can never guarantee this.

What happens to my order if I am not at home?

Parcel Force UK will make two delivery attempts to your home.  If you are not at home on the two delivery occasions, your wine will be hld at your local delivery depot for up to 14 days. If you do not collect it within 14 days it will be returned to our warehouse and you will be charged for re-delivery. 

Are you often not at home during the delivery time?

Then it might be useful to have the order delivered to another location, at work for example. 

My order has not arrived. What can I do?

You'll receive a text containing a Track & Trace code when your order was despatched, the order will appear as being shipped from DK Fulfilment, our fulfilment partner.  You can enter this into the ParcelForce website. If you haven't received an email you might want to check your junk mail folder. You will also receive regular text updates from Parcelforce if you entered a mobile phone number on the order.

 I can't find my Track & Trace code. Help!

Your Track & Trace will be sent to you by email from ParcelForce UK when your order is despatched. If you've not received your code please send an email to support_uk@vivino.com.

Can I return my order?

Of course. When if you are unhappy with the quality of any wine, you can return your it free of charge. Simply email support_uk@vivino.com.

 

TEMPERATURE CONTROLLED SHIPPING OVERVIEW

Thank you for trusting Vivino for your wine orders! In order to ensure that your wine is protected from the elements during transport, Vivino has developed a comprehensive program for temperature controlled shipping:


  • All shipments to Non-West Coast states (CA, OR, WA, ID, MT, WY, NV, AZ, CO, NM) will be sent via temperature controlled truck to the closest regional hub. These facilities, referred to as "gateways", are temperature controlled and located strategically throughout the country.
  • Once a shipment arrives at the gateway*, it will be transferred to UPS or Fedex for the final part of its journey

* Note that ice packs (if ordered) will be added to your package at this time.


SHIPPING SCHEDULES FOR TEMPERATURE CONTROLLED SHIPMENTS

All orders placed before 1pm EST on Wednesday will be shipped out on Friday of the same week. All orders placed after this time will be stored in a temperature controlled warehouse and shipped out the following Friday.


Delivery times, therefore, may take 8-14 days from order date, accounting for fulfillment, 4-5 days shipment to the regional hub, and 1-2 days for local delivery.


If you would like a more expeditious delivery option, please select 2-Day or Overnight Shipping.


TRACKING INFORMATION

Tracking information will not be available for your shipment until it reaches the regional hub, due to the fact that the shipment is sent via common (temperature controlled) carrier and there is no individual tracking number for the package.


You will however receive a confirmation email indicating that your shipment has left the West Coast warehouse and is en route to your closest regional hub. Your order will say "UPS Label Created", but this label will not be scanned until it reaches the regional hub.


Once the shipment reaches the regional hub, you will be able to track your package (likely 4-5 days after shipping date). At this point, the package is en route to your home/office.


KEY ADVANTAGES OF TEMPERATURE CONTROLLED SHIPPING

  • Your wine can be protected from environmental damage for the entirety of its journey
  • This service is provided to you at no additional cost