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Frequently Asked Questions
Who are Nick Dobson Wines?
Are You Licensed?
Do you have a shop?
How do I place an order?
Legal Ordering Age
What do your prices include?
How do I know if the wine I want is in stock?
What are the payment options?
What if I want to pay by credit/debit card
but don't want to enter my card details online?
What is the minimum order size?
What does delivery cost?
When will the wine be delivered?
What happens if no one is home to meet
the courier?
What happens if the wine is damaged in transit?
Can I order from overseas? What about the
USA?
Do you offer Refunds?
Do you offer a Gift Service for sending wine
to someone else?
Do you have a pricelist, and how do I get
a copy?
Who are Nick Dobson Wines?
We are an independent mail-order Wine Merchants based in Berkshire.
We specialise in Swiss, Austrian, French, German, and New Zealand
wines and we pride ourselves on our wide range of wines from
these countries and on our high level of personal service.
Are you licensed?
Yes, we hold all the licences necessary to sell alcohol by retail
as required by the Licensing Act 2003.
Do you have a shop?
We don't have a shop, we are a mail-order business.
How do I place an order?
The easiest way is just to order online via the website. Alternatively
you can phone (0800 8493078), FAX (0870 4602358), or email (sales@nickdobsonwines.co.uk).
Legal Ordering Age
We will not sell to anyone under the legal drinking age of 18
years. We ask you to confirm that you are at least 18 years
of age when you order. A higher minimum age requirement
may apply if you are ordering for delivery outside the UK.
What do your prices include?
All prices quoted are in Pounds Sterling and include VAT and
duty but exclude carriage. All prices are subject to change.
How do I know if the wine I want is in
stock?
We aim to keep stock of all the wines listed on our website,
although some of them are stocked in only small quantities.
Many of our wines are quite rare and made in only tiny quantities,
and when a wine goes out of stock it may not be possible to
replace it. When we receive your order we will check the stock
level and let you know of any shortages, and in most cases we
will be able to suggest an alternative. For this reason,
we do not charge your credit/debit card until your order has
been checked and product allocated to you.
What are the payment options?
We accept major credit/debit cards (but not AMEX/Diners Club),
cheque, or bank transfer (bank account details available on
request).
What if I want to pay by credit/debit
card but don't want to enter my card details online?
Please be assured that our website provides a fully secure link
for credit card payments, and your card details will be safe;
we recommend ordering via the website as the easiest method.
However we fully recognise that not everyone is comfortable
using their card online, and this is not a problem - when ordering
online, just select the "Credit card details sent separately"
option, and we will call you for the details.
Is there a minimum order size?
For deliveries to UK addresses, there is no minimum order size - you can
buy as much or as little as you like. However because carriage
charges for small orders can seem disproportionately high on
a per-bottle basis, we recommend customers order at least case
of 12 bottles at a time. For deliveries to foreign addresses, a minimum
order quantity may still apply; for the USA and Canada this is 12 bottles
- for other destinations please contact us for more details.
What does delivery cost?
Delivery charges apply to most orders - see charge matrix in
the checkout.
When will the wine be delivered?
Your wines will usually be despatched within 2 working days,
and frequently the same day the order is placed provided the
order is received by around 11am and the goods are in stock,
although this may not be possible during busy periods or occasional
holidays/office closures. You will be sent an email confirming
despatch has taken place. Delivery is normally the next working
day after despatch although this is not guaranteed, and during
busy periods, or for destinations in the Scottish highlands
or not on the UK mainland it may take longer. Standard UK delivery
options are untimed and may take place at any time between approximately
9am and 6pm Monday to Friday. It is not possible to specify
a delivery time with these options. Premium services are
available, enabling you to specify delivery by a certain time
- 10am or noon - although again it is not possible to specify an exact
delivery time. We advise customers not to select a standard
untimed delivery option if it is important to you that delivery
takes place by a certain time - waiting in all day for a courier
can be frustrating, and the courier will not normally give any
prior indication of likely time of delivery.
What happens if no one is home to
meet the courier?
That depends on the delivery service option specified when you
placed your order. If you selected a SIGNED FOR option, then
if no one is home, the courier will leave a card to say delivery
has been attempted and inviting you to contact them. If you
specified a NO SIGNATURE option, the courier is authorised to
leave the wine in a safe place. There is a textbox in the website
checkout where delivery instructions can be specified, e.g.
if you want the wine left in a certain place (e.g. by back door,
or in shed, greenhouse etc). Please note that if a NO
SIGNATURE option is selected, we cannot be held responsible
if the wine goes missing after the courier has delivered it.
What happens if the wine is damaged
in transit?
Breakages are thankfully rare but do occasionally happen. When
they occur, the courier will advise us and we will send a replacement.
The courier should detect breakages and any package containing
a broken bottle should never reach you. However it is possible
that a breakage may not be detected prior to delivery so please
check your wine for damage on receipt and let us know of any
problems so we can investigate with the courier and get replacement
wine to you.
Can I order from overseas? What about
the USA?
In most cases this is not a problem, although shipping cost
will be much higher than standard UK domestic rates. Some
countries have specific regulations relating to the import of
alcohol, and special arrangements have to be made through licensed
importers. We recommend that for EU countries, you order
directly from the website, but for non-EU countries you contact
us prior to placing an order.
In all cases any customs taxes / charges are the responsibility
of the buyer.
US import laws stipulate that alcoholic drinks may only be imported
through a licensed importer. We have contacts with a company
able to offer this service and consequently we are able to ship
to the USA although the costs can be significant. They are:-
Seabrooks Export Services Ltd.
101 Stephenson Street
London 16 4SA
Tel: 0207 511 2620
wyatt@seabrookexports.com
www.seabrookexports.com
For deliveries to USA addresses, we request USA customers arrange transportation
with Seabrooks directly. We deliver to Seabrooks, and for
this the appropriate domestic delivery charge will be added to your invoice.
Seabrooks then arrange onward transportation to your ultimate delivery address,
and you make this arrangement with Seabrooks and pay them directly.
If you would like further information regarding deliveries to specific
States within the USA, or costs, please contact Seabrooks directly.
Our minumum order quantity for the USA and Canada is 12 bottles, and thereafter
in multiples of 12. These can however be mixed.
Do You Offer Refunds?
We offer refunds or replacements if you are sent the wrong wine
in error or if a bottle turns out to be corked or otherwise
defective. We will not refund a purchase simply because you
didn't like the wine. If you are unsure of whether you will
like a particular wine, our advice is to buy a single bottle
to try before purchasing a larger quantity. Many customers order
a mixed case with their own selection of different wines to
try, and then come back later for more of their favourites.
For UK deliveries there is also no longer any minimum order quantity, and
if you wish you could order as little as a single bottle. If
there is bottle damage or your wine is corked, please contact
us immediately and we will organise a refund/replacement. We
may request the return of the damaged product before a refund
is given so that we can make our own assessment. Please
also refer to our returns policy in our terms and conditions
on this website.
Do you offer a Gift Service for sending
wine to someone else?
Yes. In the checkout you have the option to include a different
delivery address - simply fill this in with the recipients details.
There is also a facility to specify a message to be included
with the wine - we will print this out in large text on an A4
sheet and enclose it with the wine. If you wish to include a
particular greeting card with the wine, we are happy to enclose
this if you send it to us. If you wish to do this, please call
at the time of placing your order to let us know.
Do you have a pricelist, and how do
I get a copy?
Our pricelist is available as a PDF file and this can be downloaded
from the DOWNLOADS page on the website (link on homepage) or
here:-
http://www.nickdobsonwines.co.uk/acatalog/pricelist
We do not produce
a glossy printed brochure because (a) they are expensive, and
this would have to be reflected in the cost of the wines, and
(b) they would be out of date almost as soon as they were printed,
as our stock is dynamic and changes frequently.
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