Delivery & Returns

Our Delivery Policy

We use an outside courier to deliver our goods. All orders placed will be despatched and delivered Monday to Friday during working hours (8am to 6pm). Unfortunately, we are currently unable to specify what time goods will be delivered. Therefore we recommend using business addresses, or private addresses where there will be someone to sign for the goods during our delivery hours. Please note that we cannot accept orders for delivery to PO Boxes.

The carrier will attempt to deliver the product twice, after which the intended recipient will be responsible for making arrangements with the carrier for delivery of the products. The carrier will return your order to ExCellar, usually within 7 days following both attempts, if it has not been collected or a suitable redelivery agreed with the carrier. If the order subsequently needs to be despatched again either to the original address or an alternative address then this would be at the expense of the person who placed the original order.


Please note that we will always require that the packages (including gift vouchers) are signed for by an adult due to the nature of the products we sell.

Can I add special instructions for delivery?

Due to the nature of the products we sell, we require that they are signed for by an adult upon delivery. We cannot accept any instructions to leave the goods in any location, however secure, without being signed for. As a consequence, we prefer that delivery is chosen such that the named recipient is available to receive the goods. If you need to issue special delivery instructions for an order, please contact us on 01372 461 187 and place the order by phone.

Are there UK locations that you cannot deliver to?

For orders placed on the website, we can deliver to most addresses in the UK mainland (with the exception of PO Box addresses).
However, some large institutions such as educational establishments, corporate headquarters, government offices, hotels and hospitals can prove difficult to deliver to. In some cases, institutions many simply refuse any delivery of alcohol.
If you are wishing to send a gift to someone working or staying in one of these locations, please check the delivery rules and  make the delivery address as detailed as possible, to avoid disappointment.

How much do you charge for delivery?

Please contact us on: 01372 461187 for details or email: sales@excellar.co.uk .

We also offer Free Delivery over £100 If your basket contains an item with delivery included then no other delivery charges will apply to the order unless you chose a premium delivery service (such as Next Day delivery). To qualify for our Free Delivery over £100 offer, each individual delivery must be over £100.

Please note at certain times of the year, we may not be able to offer Next Day and Specified Day deliveries.

Returns

What if I need to return something?

Should you wish to return a product, for whatever reason, please call us directly on 01372 461 187, or email sales@excellar.co.uk    or return the wine to any branch of ExCellar, within 7 days of receipt of your order along with your receipt, where possible. We will refund you as soon as possible following our agreement to do so.

Please be aware that we may ask for the items to be returned to ExCellar, with some of the contents, for inspection, but costs incurred will be credited to you.

What if the contents are broken?

We will refund any product which is received broken. Please contact us directly on 01372 461 187 or email sales@excellar.co.uk  within 7 days of receipt of your order and we will make the necessary arrangements to refund the broken product as soon as possible following our agreement to do so.

Please be aware that, as with faulty products, we may ask for the broken items to be returned to ExCellar, with some of the contents, for inspection, but costs incurred will be credited to you.

I bought a bottle that was advertised as a specific year but you've sent me another vintage!?

By its very nature, wine is a product in a finite supply and vintages can often run out or be replaced at very short notice. We always endeavour to keep the information on the website up to date but we do reserve the right to send out different vintages from the ones advertised without notice. If you are especially keen on a specific vintage, please do call us on 01372 461 187 beforehand.

Tracking an Order

When your goods have been dispatched we will send you an email. Simply log in to your account and view your orders. You will be able to track the status of your order. If you did not create an account please enter the email address  with which you placed your order and a password to gain access to your account and orders.

If you need any further information you can email us at sales@excellar.co.uk or telephone us on 01372 461 187

Can I check on my order?

Of course! Just click on the "my account" link at the top of the homepage and then click on the "order tracking" tab. You'll see a list of all the orders that you have placed with us. To explore a specific order, click on the corresponding "order ref".

What happens if there is a problem with my payment?

If your card payment is declined or we need further information from you, we'll contact you as soon as we can on the email address that you registered with. If we receive no response from you within 7 days, we'll cancel your order.

How can I tell what the status of the delivery is?

An order can either be "in progress", which means we still have it in our warehouse and are getting it ready or it can be "complete" which means that it's now left us and is in the hands of our couriers.

Can I amend an order that’s "in progress"?

As soon as you realise just email us at sales@excellar.co.uk   or phone us on 01372 461 187. We will try our best to change any erroneous details but please be aware that we may not be able to change details at busy times of year or if the item has already been packed. Please have your order details at hand when you call.

Can I check whether my gift has been delivered?

Just go to "My Account" and click on "Orders I've Placed" - click on the order you want to track and then the tracking number. You'll then be taken to our couriers records of your order.