Frequently Asked Questions
Are you open during the current lockdown in England?
Our delivery service is open for business as usual and we are working hard to deliver wine to our members. This is a Christmas like no other and demand is very high, so please do order and take delivery of your wines early.
The best way to order is online: our phone lines are open, but Member Services are currently dealing with a large volume of queries.
Is The Cellar Showroom open?
Our Stevenage Showroom will be closed for browsing and on-the-spot sales during the lockdown period beginning Thursday 5th November. We will, however, continue to operate the Stevenage Click & Collect service for both wine purchases and Members' Reserves withdrawals. This service will operate with extended opening hours from 9am to 7pm on weekdays and from 9am to 5pm on Saturdays. A collection discount of £3 per dozen applies to orders placed in this way.
Can I book my delivery now for December delivery?
At the checkout stage of your order, you will see a number of delivery date options. More delivery slots for later in December will become available soon. However, if you know now what wines you would like for Christmas, we recommend you order now for immediate delivery to ensure you have secured your wines.
Can I order Christmas gifts now?
Yes, and we recommend members order from our Christmas Shop now in order not to miss out: stocks are limited and demand is currently very high.
We recommend ordering your gifts for immediate delivery. Some food gifts will be dispatched directly from our supplier between the 16th-22nd December to ensure they arrive fresh and in tip-top condition in time for Christmas. We recommend you place your order as early as possible if you wish to send these gifts to the Highlands or Islands.
Can I book a specific delivery date for gift orders?
Yes. We are offering a named delivery day for orders in the run-up to Christmas, including gifts. Even during this busy and uncertain period, we anticipate that the vast majority of orders will arrive on time and in full on the date selected. If for any reason however your order does not arrive on the exact day, rest assured we will be working to deliver it as soon as possible. Please allow a day or two before contacting us in the event of this. Thank you for your understanding.
How quickly can you deliver my wine?
When placing an order, you can pick a convenient date to suit you. In many cases we are currently able to deliver within a few working days, but some areas may take longer. We recommend choosing the earliest slot available if possible.
Are deliveries being carried out in a socially distanced way?
Yes. To help ensure both our members’ and drivers’ safety, we will leave your order on your doorstep or at an appropriate place and move back before you collect it. We have asked our drivers not to enter your home, help you unpack your wine or take away any packaging from previous delivery. Thank you in advance for adhering to these measures.
Can I order single bottles of wines or mix my own case?
Yes: the option to mix your own cases or order single bottles remains available. UK delivery is free for all orders of 12 bottles or more and for orders of £75 or more.
The product I want to buy is out of stock – will you be getting it back?
Our website will always show you the most up-to-date status of a product and wines that will come back into stock will show a 'due-in date'. Products which are shown as 'out of stock' are unfortunately no longer available to order. Our Member Services team are on hand to help you select a substitute: please email or call 01438 741177.
Please be patient if calling: our advisers are currently dealing with a high volume of queries.
How do I log in to the website for the first time?
To set up your account, you'll need both your share number and the email address you provided most recently to us. If you are unable to find either or both, please email us and we will be happy to help you as soon as we can.
I joined The Wine Society several years ago. How do I reactive my membership?
Once you become a member of The Wine Society, you'll always be a member of The Wine Society: simply use your share number and password to log back into your account. If you've lost your share number and/or log-in details, please email our Member Services team, who'll be happy to help.
Do you offer an export service?
Yes, we deliver to the Republic of Ireland and to our collection point at Newry. We also deliver to the Channel Islands, EU countries and the rest of the world. Further details and updates are here.
How is payment taken for en primeur wines?
At the time an en primeur order is placed by a member, we verify the card number and get authorisation for the payment (this reduces the incidents of payment failures later down the line). This puts the payment in a pending status (we haven't deducted the money from the account but the funds have been ringfenced). Once the offer has closed, we then allocate the wines. Once wines have been allocated amongst members and we can confirm the fulfilment of orders, we will deduct the amount owing from the card (up to the maximum amount of what had been ringfenced). View our current en primeur offers
When will the wines I bought from en primeur offers be arriving?
To view the estimated date of your en primeur arrival please visit our en primeur dates page for the latest updates.
Tasting and Events
Our team is working on a series of virtual events including winemaker tastings, masterclasses with our buyers and regular 'TWS Taste' events for members on our Community. View upcoming events.
Is your Click & Collect service available?
We are still operating a Showroom Click & Collect service in Stevenage. Our nationwide Click & Collect is currently suspended until further notice.
Can I return my empty boxes?
Our drivers are currently unable to accept the return of used boxes. We encourage you to recycle as you usually would.