Frequently Asked Questions
This information has been designed to help you use our service more effectively. If you don't find answers here or require further help then feel free to contact our customer support team.
1. General
Who are you?
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.
Why should I order from you?
Not only do we stock over 5000 beverages, we are one of UK's favourite drinks retailers with over 47,000 reviews and have been recognised with several awards and accolades. You can fully count on us to deliver your drinks, with convenience and great prices.
Do you price match?
Whilst you might find some products cheaper elsewhere, overall we believe we have a best-in-class proposition to offer. We don't price match, but we are competively priced. We also have some great offers for you to take advantage of.
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 the URL anywhere you like ;) https://www.drinksupermarket.com
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 are contact page for further details.
What are your operating times?
You can use our site 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).
Can anyone buy?
Yes, any UK customer can buy from us, but buyers must be over 18 (they may get 'Challenge 25' upon delivery). We deliver directly to your door or business. For trade / wholesale customers, we recommend you create a trade account for discounted prices.
2. Ordering
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.
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.
Can I cancel my order once it has been placed?
You may cancel your order once it has been placed and ONLY before it has been dispatched. Please contact our customer support team for further assistance.
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!
I'm a trade customer.
We welcome all trade customers. See our trade page to get you going.
How do you manage my data? Gosh, we can go on and on, but to make things easier you can read our security and privacy policy here.
3. Payments
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, ApplePay, AmazonPay, Pay By Bank and Clearpay. We do not accept cheques or cash, nor do we offer credit facilities.
Do you offer Buy-Now-Pay-Later?
You can choose PayPal Pay in 3 or Clearpay, which are "Buy Now Pay Later" options allowing you to spread the cost over 4 payments. 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.
Do you offer payment terms?
Payment terms are only available to trade customers subject to acceptance.
4. Buying Gifts
Do you offer a gift service?
Yes, of course. If you are buying a gift for someone then you'll love our service. You'll 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 dispatch note detailing what was ordered, when it was ordered and who placed the order.
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!
5. Delivery & Collections
Where's my order?
Check the status of your order via our order tracking service.
Who will deliver my order?
We use Royal Mail, Yodel, FedEx, DHL, Palletways and local delivery agents in London. All of our delivery partners offer a great 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 ensure all products are protected securely and tightly using robust materials, that are 100% recyclable, to avoid them breaking in transit to you. We do our best to ensure that your order arrives intact and undamaged. Some large items like cases of water and beer may not be delivered in original packaging. Check the product page for more information.
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. Currently we do not offer a weekend delivery service.
How much does postage and packaging cost?
Our shipping costs start from £4.95 and free delivery over £99 to UK mainland postcodes. 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 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, albeit we ship in protective packaging. Please contact us within 7 working days so we can remedy the situation for you.
Do you offer 'Click & Collect'?
Yes we do. This service is for London customers only, who must enter their postcode on checkout and select 'Warehouse Collection'. You will receive a notification once your order is ready for collection. Upon collection you must present your original order confirmation and photographic ID as well as proof of your billing address. This is so that we can verify you.
Will I need to sign for my order?
In most cases you will. We understand that you may not always be home, however, our couriers may ask for a signature and some ID to verify your age. 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?
In most cases you will. In addition to signing for your parcel, if you look under the age of 21 then the delivery driver may challenge you to prove your age.
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 they can assist in investigating this matter on your behalf.
Do you ship outside of the UK?
Unfortunately, we do not currently ship outside of the UK.
I live outside the UK, how do I order something to be shipped in the UK?
Yes you can. The easiest way to do this is to set your billing and shipping details to the UK address. We also recommend you use PayPal to make the payment as our payment system may block the use of international cards.
For more information visit on our shipping & delivery page.
6. Returns & Refunds
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. Please view our returns policy for further details.
Will I receive a cash refund or store credit?
In some instances we will offer you store credit if you have an account with us, otherwise we will refund you back to original payment method.
Visit our refunds and returns page for more information.
7. Stock
Where do you source your stock from?
All of our stock originates directly from brand owners or official UK distributors. Sometimes, we do import specialist lines from the EU and the US. All alcohol products are inclusive of UK duty taxes.
I’ve noticed you sell stock that is past its Best Before Date
Ah yes, the adage of whether stock with a date on it is safe to consume. You’re right to ask the question. We can rest assure you that stock with a BBD (Best Before Date) or BBE (Best Before End) are all safe to consume. These dates are about quality and not safety. They inform consumers that before this date, the product will be at optimal quality, after this date, the product is safe to enjoy, but the quality may degrade. To ensure longevity of alcohol, it's always best to keep items refrigerated or stored under the right conditions, generally a cool dark place. If a product has a "use-by" date, then this about safety. It is not recommended to consume. Such items include fresh foods and dairy products. We also don’t sell products with a "use-by" date. Anything you see on our site that is discounted due to the BBE or BBD date, is a good bargain!
For more information on food safety, please visit the Food Standards Agency
8. Support
I need help, can I speak to someone?
Of course, we are here to help so If you require any assistance whatsoever then get in touch with our customer support team.
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