Frequently Asked Questions
This information has been designed to help you use our service more effectively. If you don't find an answer here or require further help then feel free to contact our customer support team.
- So what are you all about?
We are an online drinks retailer who specialise in spirits; beers; wines and soft drinks. We also supply many trade businesses, so if you're a trade customer then check out our trade page.
- 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 ;)
- I'd like to make a complaint
Our motto is to provide great customer service, and whilst we do our best to serve you, there may be times when we've messed up. 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 support team so they can assist you.
- How can I contact you?
You can call us; email; tweet or FaceBook IM us. Please use the contact us page for further information
- 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 9 am to 5.30 pm (excluding public holidays).
- 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. Please do note, we can only take orders over the phone if you have an account with us (you can easily create an account).
- 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 £99, you can take advantage of our free standard delivery service.
- 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.
- Do you offer discounts?
For first time customers, we offer a discount if you subscribe to our newsletter, you will also receive some amazing offers via email. You can also follow us on social media for other great deals! We also offer trade customers trade discounts.
- 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. Further to this, you will be challenged to authenticate your credit card.
- 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.
- Why has my payment not been accepted?
We carry out a number of validation checks to authenticate payments made electronically as well as your bank trying to authenticate you. However, sometimes payments may get rejected. If this happens, please recheck your payment method, address details, and bank security measures. Alternatively you may call our customer support team who will be happy to assist you.
- 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.
- 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. For some products, we also offer a personalised engraving service
- Will the recipient know how much I paid?
No need to panic! We don't include invoices when we ship orders, only a delivery/dispatch note.
- Do you offer Gift Vouchers
You betcha! If you're not sure what to send as a gift, then why not give a gift voucher? You select a fixed amount or any other amount you like (up to £500) and either print the voucher off at home or send it directly to the recipient on any given day!
- Where is my order?
There could be a number of reasons 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 2-3 working days to receive your order within the UK. To further assist you, please check the tracking status of your parcel via our order tracking service. If you still need help then please contact our customer support team, who will be happy to help.
- Who will deliver my order?
We use Parcelforce Worldwide to deliver all our orders globally. They provide us with a great delivery service and we reflect this onto your experience of shopping with us.
- 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.
- Do you offer Next Day / Weekend delivery?
All Next Working Day orders received Monday-Thursday before 2 pm 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, your 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 any time 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.
- How much does postage and packaging cost?
Please see our delivery rates for further information.
- 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.
- 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 damaged or faulty product, view our returns policy for further information.
- Do you offer 'Click & Collect'?
Unfortunately, at this time, we're not set up to allow customers to collect from us. Our licence does permit us to allow customers on-site, so if it's an "emergency" then get in touch and we'll do our best to assist.
- Will I need to sign for my order?
Yes you will. We understand that you may not always be home, however, our couriers will always ask for a signature. If you won't be in to receive your order, then please ensure you reply to the notifications received from the courier.
- Will I be asked to verify my age
Yes you will. In addition to signing for your parcel, if you look under the age of 21 then you will be challenged. You will need your photo ID handy to verify how old you are.
- My order tracking states "delivered", but I've not received it!
If you have not received your order within 5 working days of receiving the dispatch notification and your tracking states the goods have been delivered, then you must immediately contact our customer support team so that we can assist in investigating this matter on your behalf.
For further and more detailed information on deliveries please see Delivery Information
- Can I return something that I ordered?
Should you want to return an order to us, please view our returns policy for further details.
- 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.
- 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 support team.