Question 1

Can I order and pay over the phone?

Accepted Answer

Unfortunately no, when moving to our new website, we decided that it was best for both the safety of our customers and for us that we should no longer take payments over the phone. We have done our best to make our website as user friendly as possible, if there is something that you feel is missing that would benefit your shopping experience, please get in touch. We'd love to hear your feedback!We understand that sometimes ordering online can be difficult and we are here to help, please either get in touch by email or phone and we will do our best to assist.

Question 2

Can I order 1 bottle?

Accepted Answer

The short answer is YES!When we launched Tilley’s Wines online in 2006 our minimum was 12 bottles. In 2016 we reduced our minimum to 6 bottles and the tail end of 2017 we reduced the minimum to 1 bottle.The delivery charge is currently £7.95 for all orders under £125 (even for 1 bottle orders as this is the direct cost from our courier if we distribute 1 bottle or 12 bottles)

Question 3

Can I send wine as a gift?

Accepted Answer

Of course! We will happily send wine as a gift. Please put the address you would like to send it to in the 'Shipping Address' box when you come to checkout. We do not enclose a receipt with any of our orders.If you would like to add a message to accompany the wines, please enter this in the message box on the checkout page.

Question 4

I am outside of the UK, can I send wine to someone in the UK?

Accepted Answer

Our answer for this is short and sweet, YES! Just make sure to enter your overseas details as the billing address and the UK details as the shipping address.

Question 5

I am outside of the UK, can I get wine delivered to me?

Accepted Answer

We currently only offer shipping outside of the UK on a case by case basis as the shipping costs vary depending on the country and quantity ordered.Please contact us, letting us know what you would like to order and provide a postcode/zip code, and we will get back to you with a shipping quote.Please note that all orders shipped outside of the UK will be liable for duty and vat at the local rate, payable directly to the courier prior to delivery.

Question 6

Can I collect my wine order?

Accepted Answer

Of course! You can collect your wine from Tilley’s Wines during office hours and we will waive the delivery charge. Our office is open from Monday to Friday 8.45am to 4pm and is closed at weekends and bank holidays. Please email or call us in advance to confirm a date and time for collection and we will make sure your order is ready for you.

Question 7

The wine I want is out of stock, what should I do?

Accepted Answer

Wines marked 'out of stock' on the website are usually always intended to be restocked. You can contact us to find out when the wine is expected to be back in stock on the website and we are always happy to set a few aside for you! If a wine is no longer on the website, this may mean that we no longer intend to stock it, but please contact us just in case as we may have an update or a recommendation for something different.

Question 8

How will vintage changes be dealt with?

Accepted Answer

All of our wines are grown in small parcels so there is only a finite supply for each growth and therefore vintage wines are subject to change. When a vintage changes, the next available vintage will be supplied.

Question 9

I forgot to enter my discount code

Accepted Answer

If the discount code is still valid when you ordered you can either cancel your order and reorder your wines with the discount code. Or send us an email and we will be happy to refund you the discounted amount. Please note this only applies if the discount code is still valid.

Question 10

Accepted payment methods

Accepted Answer

Online, Internet Banking, Paypal or Cash.Online – Through secure payment transfer using Paypal or your Debit/Credit Card.Cash – for local collections. Please do not send cash through the post.

Question 11

Can I return my order?

Accepted Answer

No problem, just let us know within 14 days of receiving your wine and we will be happy to refund the cost of the wine, minus the delivery charge. Please be aware we will only arrange the refund once we have received your entire order. We can not accept open wine bottles.

Question 12

My wine is faulty, what should I do?

Accepted Answer

In some rare cases there may be a fault with a wine. For quality problems, please email or call us and we will resolve the issue.

Question 13

How long will it take to receive my order?

Accepted Answer

All orders placed before 11am Monday-Friday will be shipped the same day. Orders placed over the weekend or on bank holidays, will be shipped on the next working day. We ship using UPS, they aim to deliver by the end of the next working day, although this cannot be guaranteed. You can track your order at www.ups.com/track using the tracking number in your shipping confirmation email.

Question 14

How can I track my order?

Accepted Answer

We ship using UPS, they aim to deliver by the end of the next working day, although this cannot be guaranteed. You can track your order at www.ups.com/track using the tracking number in your shipping confirmation email.

Question 15

How will my order be packaged?

Accepted Answer

If you have been ordering from Tilley's Wines for over a year, you may have noticed that we have changed packaging a few times, ultimately our goal has been to use as little plastic as possible and use as much recyclable packaging as we can. Being a small company, we can make quick-thinking decisions about how wine is packed and the safety while in the hands of the courier.What does this mean for how you receive your wines? All loose bottle orders are packed in 100% recyclable Pulp Packaging and there are no paper packing slips.

Question 16

What if the wine arrives damaged?

Accepted Answer

Please check the wine on delivery as accidents can happen. When you sign for the wine you must make it known if the wine(s) are damaged and then report this to us within 2 days. Please call or email to organise a credit or a replacement.

Question 17

How can I reuse my packaging?

Accepted Answer

There are many ways to reuse the packaging you receive your wine in and while we are always looking for new ideas here is what we have so far:Pulp Packaging: All made in the UK from 100% waste material from another manufacturing process: 100% compostable - 100% reusable - 100% recyclable, Pulp packaging would be great to use in the garden.Cardboard Boxes: 100% recyclable but also can be flat packed and saved for moving, sending your own packages or alternatively can be used for storage.

Question 18

What is your privacy policy?

Accepted Answer

Usage of Cookies & Privacy PolicyUsage of Cookies:What Are Cookies?Cookies are tiny text files stored on your computer. Cookies do not store sensitive information such as your name, address or payment details.The tilleys-wines.com website uses cookies to operate the basket, to provide functionality such as ‘My Account’ and to remember you when you return to our site.To make a purchase on the tilleys-wines.com website, you need to have cookies enabled. If you don’t wish to enable cookies, you will still be able to browse the site for research purposes.Most web browsers have cookies enabled as a default, as without these the functionality of many websites is compromised. If you’d like to learn more about cookies in general and how to manage them, visit www.aboutcookies.org (opens in a new window – please note that we can’t be responsible for the content of external websites).Eu Directive 2009/136/ECThird Party CookiesThe tilleys-wines.com website uses no third party cookies for advertising networks or partner companies, or for marketing to tilleys-wines.com visitors and customers off the website itself.Google and the Google group of companies:The tilleys-wines.com website uses Google Analytics for general tracking of site usage. The website also uses embedded video from Youtube, which may also set cookies.To opt out of this (for all websites), see the www.aboutcookies.org website.Content Sharing and Social Networks:If you take the opportunity to ‘share’ tilleys-wines.com content with friends through social networks – such as Instagram, Facebook and Twitter – you may be sent cookies from these websites. We don’t control the setting of these cookies, so please check the third-party websites for more information about their cookies and how to manage them.Privacy Policy:This privacy policy sets out how Tilley’s Wines uses and protects any information that you give Tilley’s Wines when you use this website.Tilley’s Wines is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.Tilley’s Wines may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from 9th May 2018.What information do we collect?We may collect the following information:First Name and Last NameContact information including email addressDemographic information such as postcode, preferences and interestsOther information relevant to customer surveys and/or marketing competitions and offers including friends’ email addresses.What we do with the information we gather?We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:Internal record keepingWe may use the information to improve our products and servicesWe may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, or mail. We may use the information to customise the website according to your interestsSecurityWe are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.Links to other websitesOur website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.Controlling your personal informationYou may choose to restrict the collection or use of your personal information in the following ways:Whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes.If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at: info@tilleys-wines.com.We will not sell, distribute or lease your personal information to third parties unless we are required by law to do so.You may request details of personal information which we hold about you under the Data Protection Act 1998.If you would like a copy of the information held on you please write to:Tilley’s Wines, 49-59 Eastfield Road, Wollaston, Northamptonshire, NN29 7RS.If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.

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TILLEY'S WINES