This information has been designed to help you use our service more effectively. If you don't find an answer or require further help then feel free to contact us.

1. General

2. Ordering

3. Payments

4. Gifts

5. Postage & Delivery

6. Returns

7. Support


    1. General

  1. So what are you all about?
    We are an online drinks retailer who specialise in spirits, beers and wines. Why not read more about us?
  2. Can I link to your website?
    We love it when people link to our site because it gives us more exposure. So feel free to copy and paste URLs anywhere you like ;)
    <a href="http://www.drinksupermarket.com" target="_blank">www.drinksupermarket.com</a>
  3. I'd like to make a complaint
    Our motto is to provide a great customer service, and whilst we do our best, there maybe times when we've done something wrong. So if you would like to complain about something (or anything), then no worries, we'd really like to listen and help you, therefore please contact our customer services team so they can assist you.
  4. How can I contact you?
    Please use the contact us page to get in touch.
  5. What are your operating times?
    You can use drinksupermarket.com to place and track orders 24 hours a day, 365 days a year. However our business operating hours are Monday-Friday 9am-5.30pm (excluding public holidays).

  6. 2. Ordering

  7. How do I place an order?
    To place an order, simply add products to your shopping cart and follow the checkout procedure. If you are having technical issues, then please call us and we'll take your order over the phone.
  8. What is the minimum/maximum order I can place?
    We do not have a minimum or maximum order requirement. You can order from as little as 1 product to any amount. For orders over £250 you can take advantage of our free delivery service.
  9. Can I order by telephone or fax?
    Whilst we prefer you to use our online system to place your orders, we understand that sometimes you may like to speak to someone, therefore please contact our customer services team if you would like to place an order over the phone. We currently do not support fax orders therefore please call us.
  10. Can I cancel my order once it has been placed?
    You may cancel your order once it has been placed. You have up to 14 days to cancel your order. Please view our returns policy for further details.

  11. 3. Payments

  12. Are my transactions secure?
    To give our customers confidence and integrity we use SSL to protect and secure transactions between your web browser and our servers. Your payment information is not made visible or accessible to the outside world as our servers are maintained and hosted in a secure location.
  13. What payment methods do you accept?
    We accept all major credit and debit cards as well as PayPal. We do not accept cheques or cash, however you can raise a money order with drinksupermarket.com. Payment options are given during the checkout process.
  14. Why has my payment not been accepted?
    Drinksupermarket.com carry out a number of validation checks to authenticate payments made electronically. However sometimes payments maybe rejected. If this happens, please recheck your payment method and details. Alternatively you may call our customer services team who will be happy to assist you.

  15. 4. Gifts

  16. Do you offer a gift service?
    Yes we do. If you are buying a gift for someone then you'll love our service. You will be able to choose your gift wrap options during the checkout process. We will then pack and deliver your purchase to your intended recipient all within the same timeframe as if you were receiving the order. Please don't forget to include your recipient's details. We only include a copy of the full invoice for shipments outside of the EU (for which it is mandatory).
  17. Can you include a special personalised message with the gift?
    Yes we can. We will include the message on the gift tag and let the recipient know whom the gift is from. Please use the comment box provided when checking out.

  18. 5. Postage & Delivery

  19. Where is my order?
    There could be a number of reasons as to why you may not have received your order. This may include payment failures, shipping problems or even us (after all mistakes can be made). We ask that you allow for 2-3 working days to receive your order within the UK. To further assist you, please check the tracking status of your parcel via My Account. If you still need help then please contact our customer services team, who will be happy to help.
  20. Who will deliver my order?
    We use ParcelForce Worldwide to deliver all our orders globally. They provide us a great delivery service and we reflect this onto your experience of shopping with us.
  21. How will my order be packed?
    You can imagine that shipping bottles mean plenty of breakages. We at drinksupermarket.com ensure that all products are in their original packaging and when boxed, the products are protected securely and tightly to avoid them breaking in transit to you. We do our best to ensure that your order arrives intact and undamaged.
  22. Do you offer Next Day / Saturday delivery?
    All orders received Monday-Thursday before 4pm will be dispatched on the same day, with the intent of next working day delivery in mainland UK. For example if you place an order on Friday afternoon at 13.57, you order will be dispatched on Monday. These orders should be received the next working day, however this is weather permitting, so please monitor your tracking via My Account. Orders received on weekends or public holidays will be processed and shipped on the next working day. For example if you place an order at anytime on a Saturday then we will process it on Monday and it will be delivered on Tuesday. For worldwide postage, next working day delivery is not possible. Currently we are unable to provide Saturday delivery.
  23. What countries do you deliver to?
    We deliver to over 250 countries. However we are currently unable to deliver to any Middle East countries due to local laws and Canada. Please note that you may need to pay duty depending on your country. This is something that drinksupermarket.com are not responsible for. All products sold through our portal are UK duty paid. You may need to pay duty at the destination port.
  24. How much does postage and packaging cost?
    Please see our delivery rates for further information.
  25. Can you deliver to a different address from the billing address?
    Yes. This option is given to you during the checkout process. Please take care when entering your delivery details.
  26. Can I collect my order?
    Being an online business, we currently do not facilitate order collections (even if you have a HGV). If this is an inconvenience to you, then please speak to our customer services team who will advise you further.
  27. I received a faulty / damaged bottle, what shall I do?
    Shipping bottles and (fairly) fragile products can lead to damages whilst your order is in transit. Whilst we carefully select and package your products, once they have left our depot unfortunately we have no control over how they are handled (although we have told our courier to take extra special care). Should you receive a damage or faulty product, view our returns policy for further information.

  28. For further and more detailed information on deliveries please see Delivery Information

  29. 6. Returns

  30. Can I return something that I ordered?
    Should you want to return an order to us, please view our returns policy for further details.
  31. Do I have to pay anything for returning my order?
    You will need to pay postage on all items returned to drinksupermarket.com. Please view our returns policy for further details.

  32. 7. Support

  33. I'm stuck, I need help, can I speak to someone?
    Of course you can. We are here to help so If you require any assistance whatsoever then please feel free to get in touch with our customer services team.