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    FAQ's

    Orders

    As soon as we receive your order, we'll send out confirmation to your email address, this just means we've received your order in our system and we've pre-authorised your payment method ready for your purchase.

    I placed my order but did not receive a confirmation email. Why?

    If you recently placed your order and didn't immediately receive a confirmation email from us, then there might be a few issues we can look into: 

     

    Our emails might be going to your junk or spam folder. There might have been a misspelling when you entered your email address during checkoutYour email server has very strong spam filters and is identifying our emails as spam so the emails aren't going through.

     

    To be on the safe side, we encourage our customers to provide an alternate email to sales@expertwinestorage.co.uk

    We check with our warehouse or suppliers to make sure that your item(s) are available and can be despatched as soon as possible. If your item(s) are available for shipping (within 5 business days), we'll process the charges and prepare to ship your order. 

    In the event that your item(s) are unavailable for immediate despatch, we remove the pre-authorisation from your payment method and reach out to you via email or telephone.

    Please contact our Customer Service team who are more than happy to help with any issues via sales@expertwinestorage.co.uk

    Some of our deliveries our couriers require a contact number to ensure a smooth delivery of your order. We won't give to anyone else, it’s kept private and confidential. Plus if there's any issues with your order we can contact you quickly and easily.

    We are committed to meeting our delivery promises. Therefore, we cannot add new items to orders that have already been paid and processed. Please, place a new order in this case. You can cancel your order according to our standard returns policy.

    We do our utmost to ensure that items listed as 'in stock' are available either in our warehouse or at the warehouses of the manufacturers, however we cannot guarantee availability of any particular item, and that ordering an item does not necessarily mean that the item is available for delivery within the stated period.

    In the event that we cannot fulfil the order within the stated period you will be entitled to a full and immediate refund.

    Alternatively we can advise you of the soonest date that the item will be back in stock with the manufacturer.

    Absolutely. ExpertWineStorage.co.uk strives to provide our customers a safe and smooth customer experience. This site uses SSL encryption technology that so that you never have to worry about credit card safety.

    We are an online only retailer at the moment. This allows us to be competitive and offer the best possible service. 

    Deliveries

    We are currently offering free delivery to the UK mainland on all orders.

    For delivery to destinations within the EU please email us for a delivery quotation at sales@expertwinestorage.co.uk

    If you have any questions regarding a particular product please contact sales@expertwinestorage.co.uk

    For all other orders shipping costs will be calculated according to size, weight and destination.

    If you have any queries send us an e-mail to sales@expertwinestorage.co.uk. Delivery restrictions may apply, so be sure to read the product information before you make a purchase.

    We primarily deliver to the United Kingdom. Please contact us at sales@expertwinestorage.co.uk if you require delivery outside of the UK and we do our best to fulfil your requirements.

    Please Note: There may be additional charges for 'offshore domestic regions': Channel Islands, Isle of Wight, Isle of Man, Scilly Isles, Scottish Islands and Northern Ireland.

    Please contact our Customer Service team at sales@expertwinestorage.co.uk

    Please include your name, order number, e-mail and date of purchase.

    Our aim is to give you the best customer experience! We aim to meet our stated delivery times but unfortunately orders may sometimes be delayed for various reasons that are beyond our control. We will notify you as soon as we are aware of any possible delays on your order.

    Because of the risk that delivery could be delayed, or that the Goods could be damaged in transit, you should not schedule or commit to any third-party products or services (such as hiring electricians to install the Goods) until after the Goods have arrived and you have checked they are complete and undamaged.

    Expert Wine Storage will not be liable for any third-party costs (including cancellation or call-out fees) which result from the Goods not arriving on time or in working order

    Our products ship worldwide - please send us an email to sales@expertwinestorage.co.uk and we can provide a quote to have it sent over to you.

    How much will the duties and taxes be for my International delivery?

    Each country has their own percentage rate, this information can be found at your local customs office. You as the customer are solely responsible for paying these fees.

    Please ensure you are familiar with your countries importing rules and regulations and contact your local customs office for more information.

    You MUST inspect the condition of your order upon delivery. If you notice that the package has some damages on the outside you must notify the courier and mark it down on the delivery slip.

    If an item from your order is damaged YOU MUST notify our Customer Service team WITHIN 24 HOURS of receipt of the delivery.

    Different items have different delivery methods, times and prices, depending on size, supplier and whether it is already manufactured or it is manufactured upon order, please refer to the product information or email sales@expertwinestorage.co.uk for specific information on delivery times for specific items.

    Payment

    Expert Wine Storage accept Visa, MasterCard and American Express along with secure express payments via Shopify Pay, Amazon Pay, Paypal and Apple Pay. 

    When an item is purchased on Expert Wine Storage your card will be charged at the end of the checkout process. For international shipping costs simply complete your order and we will calculate the shipping cost and contact you to take payment. Alternatively email sales@expertwinestorage.co.uk We are an online only retailer at the moment. This allows us to be competitive and offer the best possible service. We may look into opening a showroom in the future though. sales@expertwinestorage.co.uk  or call +44 (0) 330 133 2327 and we will process the order for you including your shipping cost.

    Yes. Rest assured that our site is secure and you can shop safely. When you enter the checkout stage you will notice that the browser switches to secure mode. This guarantees that your card details are being encrypted and all your details are protected.

    If your payment is declined it means that your bank did not allow a charge on your card. If possible, try another card. If the problem is not resolved you may wish to contact your bank.

    Returns

    Retail Customers

    You may change your mind within 14 days of the Goods (except Bespoke or Personalised Goods) being delivered and receive a full refund. If you cancel once the Goods have been dispatched or delivered, you must return them to us within 14 days of receiving them. You are responsible for the cost of returning any such item(s) to us. You can cancel the Contract by emailing sales@luxaura.co.uk and providing your name, address, order details and phone number.

    All refunds will be paid within 14 days of the Goods being returned.

    In all cases you must ensure that Goods returned to us are in the original packaging and securely packaged.

    It is at the discretion of Expert Wine Storage to refuse a refund if the light is returned damaged or not as sold.

    Please contact us to discuss the best method to arrange return of the Goods.

    If you order Bespoke or Personalised Goods (even as a Consumer) and/or are a Business ordering standard Goods, you are not entitled to cancel the order or recieve a refund.

    Trade & Commercial Customers

    By placing an order you are offering to purchase the goods on the terms of this Agreement. Once an order is accepted it is final and binding and you shall have no right to return the Goods unless there is a fault or defect which is covered by a warranty.

    For clarity, the Company does not provide a Change of Mind policy for Trade or Commercial Customers for standard or bespoke products.

    If the Goods are faulty or defective they must be returned to us are in the original packaging and securely packaged.

    It is at the discretion of Expert Wine Storage to refuse a refund if the light is returned damaged or not as sold.

    Please contact us to discuss the best method to arrange return of the Goods.

    Retail Customers Only

    If you wish to exchange an item proceed to contact our Customer Services team by calling +44 (0) 330 133 2327 or emailing sales@expertwinestorage.co.uk within 14 days of delivery informing us of your intention to return the unwanted Goods and details of the Goods you wish to exchange them for. You must pay the cost of returning the item(s) to us. Upon receipt and satisfactory inspection of the Goods we will make arrangements for exchange.

    You must ensure that Goods returned to us are in the original packaging and securely packaged.

    It is at the discretion of Expert Wine Storage to refuse an exchange if the light is returned damaged or not as sold.

    Retail Customers Only

    If you wish to exchange an item proceed to contact our Customer Services team by calling +44 (0) 330 133 2327 or emailing sales@expertwinestorage.co.uk within 14 days of delivery informing us of your intention to return the unwanted Goods and details of the Goods you wish to exchange them for. You must pay the cost of returning the item(s) to us.

    Upon receipt and satisfactory inspection of the Goods we will make arrangements for exchange.

    You must ensure that Goods returned to us are in the original packaging and securely packaged. It is at the discretion of Expert Wine Storage to refuse an exchange if the light is returned damaged or not as sold.

    YOU MUST inspect the condition of your order upon delivery.

    If you notice that the package has some damages on the outside, we kindly ask you to notify the courier and mark it down on the delivery slip.

    If an item from your order is damaged YOU MUST notify our Customer Service team WITHIN 24 HOURS of receipt of the delivery by sending an email to sales@expertwinestorage.co.uk.

    Our Customer Service team will then get in touch to help resolve the issue as soon as possible.

    We will pay the costs of return if:

    (a) the Goods are faulty or not as described;

    (b) you cancel due to us altering the Goods or these Terms;

    (c) there is an error in the Good’s pricing or description; or

    (d) you have a legal right. In all other circumstances (including where you change your mind) you must pay for the return.

    Where Goods are returned due to change of mind we will refund the price paid for the Goods by the method you used for payment.

    However, we may make reasonable deductions from the price (up to their entire value) to:

    (a) compensate us for any damage to the Goods or loss of value caused by your handling them;

    (b) meet our collection or return delivery costs. You must ensure that Goods returned to us are in the original packaging and securely packaged.

    Our Returns address is:

    Returns Department,

    Please contact us and we will confirm the applicable returns address dependent on the item(s) ordered - thank you.