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Terms and Conditions

Terms and Conditions

These terms apply if you want to purchase products from Vivino UK. These terms should be read alongside, and are in addition to, the terms which apply to use of the Vivino app.

Please read these terms carefully before ordering from us. These terms of use may occasionally need to change. By using Vivino UK and Vivino.com you agree that you have read, understood and accepted these terms. If you do not agree to be bound by these terms, you may not place an order with us.

About us
In these Terms, references to “we” or “us” are to Vivino UK Limited (trading as Vivino.com), a company incorporated in England and Wales (registered number 09793352) whose registered office is at Goodwille Limited, St James House, 13 Kensington Square, London W8 5HD, United Kingdom. Our registered VAT number is GB223820729.


Terms of Sale

Contract creation

The placing of an order does not constitute a contract. Order acceptance and the contract between you and us will only be formed on the despatch to you of the products ordered unless we have notified you that we do not accept your order, or you have cancelled it in accordance with the instructions set out in the “Cancellations” section below. To be clear: a contract is not formed at the point in time that payment has been taken from you by Vivino.com nor at the point when you receive an email from Vivino.com acknowledging receipt of your order.

Non-acceptance of an order may be a result of one of the following:
- The product you ordered being unavailable
- Our inability to obtain authorisation for your payment
- Our inability to verify that you are aged over 18

Payment

Payment should be made at the time of ordering by Visa credit and debit cards, Mastercard credit and debit cards and American Express credit cards.

Prices
All prices are in pounds sterling, and may be per bottle or per case, as indicated. Our standard delivery service is 5-7 working days (Monday to Friday) to most UK addresses. Our delivery charge is a very low £4.49 OR it's free if you order 12 bottles or more. If you're sending to Northern Ireland, the Scottish Highlands or the Isle of Man, we have to charge £9.99 per case irrespective of number of bottles.

Availability
All wines offered are strictly subject to availability. We will only ever offer limited parcels, so please order early to avoid missing out.

Cancellation and Refund
If you buy any of our wines and don't like a bottle, please contact us on: support_uk@vivino.com.

If you change your mind about some or all of your order, you may cancel your order up to and including 7 calendar days after the day on which you receive your order and we will arrange to collect (free of charge) the unwanted goods and reimburse the appropriate sum paid including delivery costs within 14 calendar days after the day we receive the goods back provided all the bottles are unopened and intact and the wine is in its original packaging.

Please let us know if you wish to cancel an order by contacting  If you are e-mailing us or writing to us please include details of your order to help us identify it. Alternatively please complete the cancellation form on our Site. A link to the website cancellation form will be included in our order confirmation email.

Refunds will be made by the same payment method you originally used to make payment.

Our Quality Guarantee.
Should one of our wines be flawed, faulty or just really not to your taste, let us know and we'll refund or replace them.

Damaged or faulty goods.
If the parcel is damaged, you can refuse to sign for it. The parcel will be returned to us, and we will arrange for a replacement to be sent. We recommend that you open and check your cases on arrival - after all, if you call us about a cracked bottle three months down the line, there's really not a lot we can do.  

Missing wine
Cases undelivered or damaged in transit must be reported to us within 7 days of receipt of advice of despatch.  If you are expecting a delivery and have not received it within 5 working days, please notify us.

Data Protection Law 

This governs the retention and use of personal customer information by Vivino UK.  Any such data is held in compliance with the regulations and we will not pass information to others to allow them to market to you.    

Security
All personal information (including credit card details) is sent and received using state-of-the-art secure e-commerce software. We are constantly upgrading our security protocols and software as they become available.

Re-Selling
Wines purchased from us are for the customer's own use only (which includes their use as private gifts for third parties). Wines may not be re-sold or otherwise used for commercial purposes.

Age Restrictions
It is against the law for any person under the age of 18 to buy, or attempt to buy intoxicating liquor or for any person over the age of 18 to buy or attempt to buy intoxicating liquor for any person under the age of 18. Vivino.com is committed to upholding its legal and social obligations as a retailer of intoxicating liquor. By placing an order you confirm that you and the recipient of the wine are at least 18 years old.

We will check your name, address, age and other personal information supplied by you during the order process against appropriate third party databases. By accepting these terms and conditions you consent to such checks being made. Personal information that you provide may be disclosed to a credit reference or fraud prevention agency which may keep a record of that information. This is done only to confirm your identity. A credit card check is not performed and your credit rating will be unaffected. If we cannot verify your age using this method we will contact you to ask for a driving licence number (or other evidence) in order to proceed with the order.

Fraud and Crime Prevention
For the purposes of the prevention or detection of offences, and/or the apprehension or prosecution of offenders, we may share any information that we collect with the police, other public or private sector agencies or representative bodies in accordance with the relevant legislation. Information shared in this way will not be used for marketing purposes.

Liabilities
Please note that the images displayed in our emails and on our online shop are for illustrative purposes only. Although we have made every effort to display the these accurately, we cannot guarantee that your device's display will accurately reflect size and colour of the products. Your products may vary slightly from those images.

Our liability for losses you suffer as a result of us breaching these Terms of Sale is strictly limited to any losses which are a foreseeable consequence of us breaching these Terms of Sale. Losses are foreseeable where they could be contemplated by you and us at the time your order is accepted by us.

Except as expressly provided in these Terms of Sale, we are not responsible for any delay in, or failure of, performance of our obligations under these Terms of Sale arising from any cause beyond our reasonable control including but not limited to any of the following: act of God, governmental act, war, fire, flood, storm, adverse weather conditions including but not limited to snow, explosion or civil commotion, failure in information technology or telecommunications services, failure of a third party (including failure to supply data) and industrial action.

We will not be held liable for loss or damage caused by the customer's handling of the wine. We will not be held liable for spillages or breakages by the customer.

Customers should also be aware of the following inherent risks and warnings:

Alcohol should always be consumed in moderation.
We recommend that extra care is taken when lifting heavy cases of wine.

Nothing in these Terms of Sale shall affect our liability for death or personal injury arising from our negligence, nor our liability for fraud, nor any other liability which cannot be excluded or limited under applicable law.

Contact us
Should you have any questions regarding your orders or any other enquiries please email: support_uk@vivino.com

To comply with licensing and other legislation, Vivino.com is only available to those aged 18 years and over. By using Vivino, you agree that you are aged 18 or over. If you are not, you must not use Vivino. We will ask you to enter your date of birth before making any purchases.

You agree to use Vivino only for lawful purposes and in a way which does not infringe the rights of anyone else or restrict or inhibit anyone else's use and enjoyment of Vivino.

Vivino will not be liable for any reason if you are unable to place an order at any time or for any period. You are responsible for making all arrangements necessary for you to have access to Vivino. You are also responsible for ensuring that all persons who access Vivino through your Internet connection are aware of these Terms and that they comply with them.

Your Details
You will be required to supply your personal details in order to purchase products. By doing so you agree that:

- The personal information that you are required to provide as a customer is true, accurate, current and complete in all respects.
- You will notify us immediately of any changes to the personal information by by contacting us using the contact details below.
- You shall not impersonate any person or entity or misrepresent your identity or affiliation with any person or entity, including using another person's username, password or other account information.

If any information provided by you is untrue, inaccurate, not current or incomplete or if we suspect that any information provided by you is untrue, inaccurate, not current or incomplete, we reserve the right to terminate your use of the Sites or your account.

We process information about you in accordance with our Privacy Policy. By using Vivino you consent to such processing and you warrant that all data provided by you is accurate.

Other important terms
These Terms are governed by the laws of England and the English courts shall have jurisdiction over any disputes arising under or in relation to them and any contract made under them.

If any of these Terms are found to be illegal, invalid or unenforceable by any court of competent jurisdiction, the rest of the Terms remain in full force and effect.

Only you and we are entitled to enforce these terms. No third party is entitled to enforce any of these terms, whether by virtue of the Contracts (Rights of Third Parties) Act 1999 or otherwise.

We may freely transfer or assign any portion of our rights or delegate our obligations under these terms. You are not entitled to transfer or assign, by operation of law or otherwise, any portion of your rights or delegate you obligations under these terms without our prior written consent.

These Terms set out the entire agreement between you and us and replace any and all prior terms, conditions, warranties and/or representations to the fullest extent permitted by law. Any delay or failure by us to exercise any right we may have under these terms does not constitute a waiver by us of that right.

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