Delivery & Returns
When we receive your order, we provide you with a confirmation to your email. In addition, when you receive your order confirmation we have pre-authorised your payment method. We check with our warehouse or suppliers to make sure that your desired item is available and can be despatched. In the event that your items are unavailable for immediate despatch, we remove the pre-authorisation from your credit card and send you an email informing you of our actions. When items are available to be dispatched, we process the charges and prepare to despatch your order.
How Will My Order Be Delivered?
Once your order has been placed, assuming it is in stock and available for dispatch, we will charge your card and your order will be dispatched within 5 working days. We’ll send you tracking details by email within 24 hours of your order being dispatched. If you have not received tracking details within 6 working days, please reach out to us via email at:
Pevino: 5-7 working days
Cave Cool: 5-7 working days
Liebherr: 7-10 working days
Swisscave: 3-5 working days
Caso Design: 10 working days
Tefcold: 3-5 days working days
Avintage, La Sommelier and Climadiff: 10 to 15 working days
All Accessories, wine racks and furniture: 5-7 working days
Our delivery partner will call you once your item has dispatched to arrange a delivery time and date to suit you.
Where Does Expert Wine Storage Deliver?
We deliver anywhere in the UK (United Kingdom).
There may be additional charges for the 'offshore domestic regions' and ‘Scottish Highlands’: Channel Islands, Isle of Wight, Isle of Man, Scilly Isles, Scottish Highlands, Scottish Islands and Northern Ireland.
Making Us Aware Of Delivery Obstructions
Before delivery, our email notifications to our customers will always include requests to confirm any obstructions and/or additional instructions that may restrict delivery (for example, steps or stairs, narrow staircase or door). Unfortunatley, in the unlikely event that the delivery is unsuccessful due to access issues Expert Wine Storage hasn't been made aware of, additional charges will be incurred.
What's Kerbside Delivery?
Kerbside delivery is made through one of our partner freight companies and the product will be delivered to the kerbside of the delivery address, so please ensure there is someone available at the property to accept the goods.
For kerbside deliveries, it's important to make sure the products are checked thoroughly before signing for the item. In the rare event goods arrive damaged, please refuse delivery and contact us. After signing for the goods, we can not guarantee the claim for damage will be accepted.
Signing For The Delivery
It's very important to check all items for damage at the point of delivery before signing for and accepting them. Unfortunatley, we will not be able to accept any claims for damaged items if you have signed the delivery paperwork and accepted the goods.
The following steps can help you when you receive delivery:
- Please take the item out of its packaging (do not only inspect the packaging)
- Inspect goods carefully (all the sides, corners and doors if applicable)
- If there is no damage, accept and sign for the delivery
- If there is damage do not accept or sign (notify the delivery team and communicate that the reason for rejection as item damaged)
Once goods are signed for we cannot be held responsible for any damages and the customer is required to prove to us the damage was there before delivery.
Please make sure that anyone who might accept a delivery for you understands this. Please also ensure the person signing for goods on your behalf is over 18 and if its your 'acceptor' you are obliged to make sure they know they have to inspect the goods properly before signing.
We ask that you thoroughly inspect all items at the point of delivery. We advise you not to accept delivery of any damaged items. If you discover that an item has been damaged, please send clear photos of the damaged items to
email@example.com so that we can open an insurance claim on your behalf.
To protect your interests, any claim concerning damaged and/or defective goods found on delivery, must be reported as soon as possible to a member of our team.
In the case of a faulty product, we will arrange for a repair or replacement at our own discretion.
We do not accept any claims for damage caused by the customer, any claims made after the 5 day period are not guaranteed.
If the product is returned to us and arrives in a condition deemed non-saleable, we will refuse delivery.
If the product is returned and it is found to have no fault, we will levy our costs and delivery costs before refunding.
Additional Information For Business To Business Customers
Expert Wine Storage allow 30 days for claims for defective goods to receive a full refund, after this period our terms will be to repair or replace the product only - this is at our own discretion and generally is the most financially acceptable option.
Goods that have been opened, marked/soiled, damaged or used will only be entitled to a partial refund Goods deemed non-saleable will not be refunded and will only be returned at the Customer’s cost, we can arrange disposal but this will be at cost to the customer. The carriage cost of returns may be refunded in whole or in part to the Customer at Expert Wine Storage's discretion.
For kerbside deliveries (goods stocked outside of the UK), the goods must be inspected at point of delivery and claims will not be accepted if damage is reported at a later date. We accept no liability for damage found after the point of delivery, the goods become the customers responsibility once the delivery documents have been signed. We strongly advise you inspect all goods before accepting the goods in.
For deliveries which include our two man delivery damage claims must be given in writing within 24 hours of delivery, after this point we can no longer accept claims for damage. For claims made within the 24 hour period, we will offer a new unit or damage allowance dependent on the extent of the damage.
If there is no one at the delivery address to receive the goods, and if you have not made an agreement that the goods can be placed at the address, the haulier will take the goods back and try delivery with a re-delivery. If you refuse reception in order to have the order delivered at another time without an agreement with Expert Wine Storage on this, this is also considered a redelivery. The price for a re-deliver is £100 + VAT.
Cancellations & Refunds
Any orders cancelled after 48 hours of placing the order may be subject to additional fees. If your order has been dispatched, you (the buyer) will be responsible for any costs associated with returning the item. Any refunds can only be issued to the same payment method which was used to place the order.
Dependent on the Manufacturer you will have a 1 to 3 Year Warranty. The warranty period will be listed within the product information.
If you have any questions about our Returns and Refunds Policy, please contact us:
Phone: 0330 133 2327