Frequently Asked Questions
1. GENERAL HELP
What should I do if I can't find the answer to my question here?
If you can't find the answer to your question on this page, please email our Customer Service Team. Alternatively you can fax through your enquiry on 0845 643 6322. We respond to most enquiries within 1 hour.
2. PLACING AN ORDER
Can I place an order on the ChampagneDirect.co.uk website without registering?
Yes. You can browse the website and place an order without creating an online account. Our aim is to make your shopping experience as simple and efficient as possible.
Is there a minimum order?
We have a minimum order value of £10 (excluding delivery charges). This can be made up of just one bottle or more. Our delivery charge starts from just £6.95 for deliveries throughout Mainland UK.
What information needs to be completed on the checkout page?
Please complete all fields marked with a red asterisk.
You must provide a valid contact telephone number and email address. These will be used for the purposes of delivery.
For gift orders, you can enter your own contact details if you are unable to provide these for the recipient.
Can I place an order with a payment card registered outside the UK?
Yes. It is possible to place an order on the website, for delivery in the UK, using a debit/credit card registered outside the UK. On the checkout screen please enter your international billing address in boxes Address 1, Address 2, City/Town, County/Province and Postcode/Zip boxes. Please select your Country from the drop-down menu.
What are the benefits of registering?
For regular users we would recommend you register an account. This will save you time during checkout as your billing name/address details will be stored. Please note we do not store any card details. As a registered user we will also keep you updated on our special offers and new products through our regular Newsletter as well as issuing special discount codes.
Can I place a business order using my personal credit/debit card?
Yes. When you have selected your products simply click on the checkout button. Enter the delivery address for your order first and then in the billing address section enter your work address. When you pay for your order using the online secure card payment method please ensure you enter the correct billing address for the card you are using to pay for your order.
Can I send my order to a different address?
Yes. During checkout you will be prompted to enter the delivery address for your order. In the next section you can then enter the billing address details.
Can I send a gift message with my order?
Yes. At the checkout you will be able to add a gift message for your order. The message you enter will be printed onto a gift tag and sent with your order.
Can I add a gift presentation box?
Most of the products on the website are available in the producer's own branded gift box as per the product image. Alternatively, please navigate to the Accessories department and choose the gift box you would like your product(s) to be dispatched in. The gift box will only hold standard bottles (70cl or 75cl) of a normal shape.
Is it possible to request a delivery date?
Yes. If you would like to add a delivery date for your order please enter your request within the Shipping Instructions box during checkout. Your order will then be dispatched in accordance with your delivery date request. Please note if you want your order to be delivered on a Saturday or a Sunday you will need to select and pay for the Saturday / Sunday delivery service during checkout.
How quickly will my order arrive?
Most Mainland UK deliveries will arrive within 1-2 working days after the order is placed. We will contact you if any items on your order are out of stock to advise on a lead time for delivery.
Will you deliver to my area?
We process orders to Mainland UK addresses (England, Wales and Scotland). Delivery to the Scottish Highlands, the Scottish Isles, Northern Ireland, the Isle of Man, the Channel Islands and the Republic of Ireland is also available and can be selected during checkout. For more information on delivery please see the Delivery section.
Unfortunately we do not currently deliver to European or International delivery addresses.
Do you deliver orders at the weekend?
Yes. We can dispatch orders on a Saturday delivery service for Mainland UK orders. We now also offer Sunday delivery.
What happens if no-one is available when delivery takes place?
For successful delivery you must ensure there will be someone over 18 years of age to sign for your order. If no-one is available at the delivery address our couriers may also attempt delivery to a neighbouring property. In such instances a calling card should be left at the delivery address confirming where the order has been delivered.
If delivery of your order is not successful the order will be returned to the courier's local depot. A calling card will be left by the courier company with their contact details to arrange re-delivery. Orders will be attempted for delivery on up to two separate occasions before being returned to the courier's local depot for customer collection.
What happens if my package arrives damaged?
We work with leading couriers to ensure your order is delivered in pristine condition. If your order is visibly wet or damaged, you should refuse to sign for it and have it returned to us. If you do sign for the order damaged please ensure you mark on the couriers paperwork which bottles are damaged and the quantity. You should contact us within 24 hours of delivery if there any breakages.
If you sign for your parcel and subsequently find that something inside is damaged, please take photos of the delivery box and contents before disposing of them. Please email the pictures to us within 24 hours of delivery so we can initiate a claim.
How can I pay for my order?
You can pay online by debit or credit card using the following cards: Visa Debit, Visa Credit, MasterCard, American Express and Switch/Maestro. Payment by BACS/CHAPS transfer is also available. Details are available from the Corporate Orders team.
If you are unsure about paying for your order on the website, please select "Phone me for Card Details" at the checkout. A member of the Customer Service Team will then call you back and confirm your order details.
Is it safe to give my payment details on your website?
Yes. Your personal and payment information is captured online using industry-standard 128-bit Secure Socket Layer (SSL) technology. This encrypts all the personal information you enter and converts it into encrypted/coded characters which are securely transmitted over the Internet to make it secure.
How do I cancel my order?
If your order has not yet been dispatched, please send an email to our Customer Service Team with the details of your order. We will process a full refund and confirm your order has been cancelled by reply email.
Orders which have been dispatched will be processed for a refund less courier charges. For full terms please refer to the Cancellations section in our Terms & Conditions.
How does ChampagneDirect.co.uk protect my privacy?
We are committed to protecting your privacy and will only use the information you supply to us lawfully, for the purposes of your transaction with us, and in accordance with UK Data Protection legislation. We will not sell or otherwise disclose your personal details to any third parties.