Frequently Asked Questions
My order has not arrived on the date specified – when will it arrive?
We are doing our best to deliver orders on the date members select and will contact you if we know of specific delays. However if your order does not arrive on the specified date, it may have got caught up in the carrier network so please allow a day or two before you contact us. You can track your order via My Account/Order Tracking.
Only part of my order has arrived.
If you order more than one case, but only part of the order has been delivered, it may have inadvertently been split up in the carrier network. Please be assured that the remainder of your order is on its way and will be with you as soon as possible. Please allow a day or two before contacting us; thank you for your patience.
Why are you only using DHL for delivery?
We are mainly using DHL at this stage for simplicity and to ensure we can follow social distancing rules efficiently and effectively in our warehouse. However, we are reorganising our warehouse space to enable us to slowly reintroduce some deliveries by our own Society vans and it is our intention to have them back on the roads as soon as is operationally practical.
Can I order single bottles of wines or mix my own case?
Yes, you can. For a short period of time after reopening we withdrew this facility, but we're pleased to say you can now order single bottles or mix your own case again.
The product I want to buy is out of stock – will you be getting it back?
We are working hard to replenish our wine stocks, including members' favourites. We are also adding new wines for members to enjoy. Our website will always show you the most up-to-date status of a product. 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.
My List is out of date, when are you sending a new one?
We're planning for the next Society List to be mailed in October this year. In the meantime, we have an assortment of offers planned and a full email programme too. As always, our full wine selection is available to browse online. Our Member Services team will be happy to help you narrow down your choices.
Which Bordeaux 2019 wines are you offering en primeur?
Our main en primeur offer, featuring some of the less expensive wines of this fine vintage, will be available around the week of 20th July. The extraordinary circumstances surrounding this year’s campaign mean the range will be slightly reduced, but you can view the majority of the wines that we’ll be offering on our en primeur page now, ahead of the offer going live.
When will the wines I bought from en primeur offers be arriving?
Your en primeur wines are on their way, but unfortunately there have been delays in some wines arriving into the UK; please follow our updates here
Tasting and Events
We have stopped our Tastings & Events programme until further notice. 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. Find out what's coming up here.
Are you still offering an Export Service?
Our overseas service is currently suspended; this includes the collection service in Newry, Co Down. Apologies for the inconvenience that this may cause.
Is your Click and Collect service available?
This option is currently suspended until further notice, although The Cellar Showroom in Stevenage is open and available for wine collections. Apologies for the inconvenience that this may cause.
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 contact our Member services team, who'll be happy to help.