Frequently Asked Questions
Last updated: 27/3/2020
We are aware that certain businesses selling alcohol from shop premises have been added to the list of 'essentials'. However, it is not clear, and certainly not confirmed that alcohol as a product is an essential. We are seeking clarity and keeping this under review.
More information on how the current situation is affecting our services can be found here.
ORDERS & DELIVERY
Are you still offering a delivery service?
Following the Prime Minister's advice on 23rd March, we are no longing accepting new orders or delivering orders that members have placed. This will be in place for three weeks, until at least Monday 13th April. For the most up-to-date information, please visit this page. We'll also be providing updates via our Facebook, Twitter and Instagram, and on our online Community page.
Why can't I add anything to my basket?
As of 23rd March, following the Prime Minister's advice, we have taken the decision to no longer accept new orders for three weeks (until at least Monday 13th April). As a result, we have removed the option for members to add products to their basket on our website. However, members can still browse the website to see wine notes and enjoy our online Discovery content.
Is The Cellar Showroom in Stevenage open?
Unfortunately The Cellar Showroom is closed until further notice.
I have already placed an order. When is my delivery coming?
Our Member Services team will be in touch with all members who have placed an order with us. We will hold these orders and reassess the situation again at the end of this initial three-week closure period (13th April). We will give members updates as we are able to. We apologise for the inconvenience and will be in touch as soon as we can.
I placed an order for delivery - why does it look like you’ve charged me when it hasn’t yet been delivered?
At the time you place an order with us, our security software contacts your bank to verify the card details and to ‘authorise’ the payment. Authorisation effectively ring-fences the funds, and you may see the transaction in a ‘pending’ status on your bank or credit card balance. At this stage, The Society has not taken any money. We claim the payment at the time the order is despatched from our warehouse at Stevenage. So during the period between order and despatch, this pending status remains.
Part of my order is missing or damaged. What should I do?
Under normal circumstances, we would arrange a swift replacement or credit for the goods you have ordered. Unfortunately, however, given the current circumstances and having to deal with unprecedented levels of demand, we are unable to do this. A credit for the products in question will be raised to your account. The Member Services team will reply to your email in due course.
Can I change an existing order I have placed?
Currently we are unable to add any further items to your order. Our Member Services team will be in touch with all members who have placed an order with us. Members who wish to reduce their order will be able to do so at this time. We are unable to add products to orders that have been placed. We would ask you to place a fresh order for any additional items once we are taking orders again. We would ask that you do not contact Member Services in this instance. Thank you for your patience and understanding.
Can I add new delivery instructions for an existing order I have placed?
When we are able to deliver orders again, our van drivers and carriers will 'knock and drop' as a matter of course in order to adhere to the government guidelines on social distancing. If you want to change the instructions, we would suggest a note on your door to help minimise inbound queries.
MEMBERSHIP, WINE PLANS AND SERVICES
Can I still join or buy gift membership?
Unfortunately, we are not currently accepting new memberships for a temporary period. However, please feel free to sign up to our newsletter here and we will be able to let you know when we are accepting new members again.
Are you accepting new subscriptions for Wine Without Fuss or Vintage Cellar Plan?
At present, we are not currently accepting any new members into our Wine Without Fuss and Vintage Cellar Plan subscription services.
Can I withdraw wines that are held in Members' Reserves?
The decision to pause new orders and deliveries does also include pausing the facility for members to withdraw their wines from Members' Reserves. This will be in place for three weeks, until at least Monday 13th April.
What is the latest on your Tastings & Events?
We have stopped our Tastings & Events programme until further notice. Members with tickets will be hearing from us in due course if they have not already, and will receive a full credit or refund.
Are en primeur offers still available?
We do not have any new en primeur offers running at this time, but we will share details of new offers when we are able to. At present, we are still finalising outstanding enquiries regarding 2018 Red & White Burgundy allocations and will be in touch with members about this as soon as we can.
Are you still offering your Export Service?
Unfortunately our Export Service has now been suspended in light of the current situation.
ONLINE ACCOUNT
How do I log in to the website for the first time?
You will need your share number to set up your online account for the first time. Your share number will be in your original welcome pack that you received when you joined The Wine Society.
How do I change my email address registered to my account?
For security reasons you'll need to do this online. You do not need to contact Member Services. Log into your account and you can amend your email address through the 'My Account' section of our site under 'Personal Details'.
WINE
Doesn't wine count as an essential and therefore why are you closed?
We are committed to following government advice. Our decision to close on Monday 23rd March followed the government advice to keep employees safe at home unless they operate in an essential business. Advice is changing daily. As of Wednesday 25th March, certain businesses selling alcohol from shop premises have been added to the list of essentials. It is not clear, and certainly not confirmed that alcohol as a product is an essential. We are seeking clarity and keeping this under review.
Does The Society's Promise currently apply?
Yes! You can report any problems with a faulty or disappointing bottle of wine here.