Help! I haven’t received my parcel, what should I do?
Contact us – All of our deliveries are recorded and tracked. We will be able to quickly locate your delivery and resolve the issue.
At pure wines we pride ourselves on excellent customer service.
We know that you don’t want to wait for days your order to arrive. That’s why we send every order within the UK Mainland with UPS which typically arrives within 3-4 days of ordering or next working day if the option was specifically chosen.
However, although we promise to dispatch your order quickly, deliveries may occasionally take slightly longer to reach their destinations due to various reasons. Parcels sent to Northern Ireland, the Isle of Man, Isles of Scilly, the Channel Islands and certain parts of Scotland will usually take longer to arrive.
All orders delivered outside the UK will be managed on a case by case basis.
How will my parcel be sent UK mainland?
Zones C / D / E Are subject to a charge above regular delivery rates.
We offer two main options for your postage either Standard Postage or next working day express.
The standard postage cost £7.99 and takes 2 – 4 working days for delivery. Should the item not arrive within this time scale please contact us and we will locate the order and resolve. Please note that all deliveries will need to be signed for by a recipient who is 18 years or older. You will receive an email and/or a text message a day before the delivery to let you know what times to expect your delivery. You will have the option to reschedule your delivery or to instruct for it to be delivered to a neighbour or to collect it from a collection point local to your address.
Next Working day £8.99 (on orders before 3 pm) – items will be sent using UPS NextDay service. Should the item not arrive within this time scale please contact us and we will locate the order and resolve. Please note that all deliveries will need to be signed for by a recipient who is 18 years or older. You will receive an email and/or a text message a day before the delivery to let you know what times to expect your delivery. You will have the option to reschedule your delivery or to instruct for it to be delivered to a neighbour or to collect it from a collection point local to your address.
How will my parcel be sent Highlands & Islands, Channel Islands, Isle of Man and Northern Ireland?
Postcodes included within this section are:
• AB31-38,AB41-45,AB51-56. • FK19 – 20
• HS1 – 9
• IV1-32,IV36,IV40-49,IV51-56 • KA27 – 28
• KW1 – 17
• PA20-49,PA60-78,PA80-88
• PH1,PH5-10,PH15-26,PH30-44 • ZE1 –
Help! I haven’t received my parcel, what should I do?
Contact us – All of our deliveries are recorded and tracked. We will be able to quickly locate your delivery and resolve the issue.
We take every possible measure to ensure our customer’s satisfaction with our products by maintaining high operating standards such as in our storage facilities, choice of delivery carriers and packaging. If you are dissatisfied with our service, please contact as your earliest convenience on 0333 050 7796 (Normal landline charge).
In the unlikely event you receive a damaged bottle on arrival or a wine different from the one you ordered, please contact us and we will arrange to have it collected and either exchanged or refunded. We will reimburse you within 2 working weeks from when you first contact us, once the wine has been collected, returned and inspected.
Cancellations: We respect your right to cancel an order, and you can do so within 7 days from receiving the wines provided the bottles are unopened, intact and in their original packaging (In the condition it was sent). Once we have received and inspected your order (typically within 2 weeks), we will reimburse you for the cost of the wine minus a surcharge of £15 re-stocking fee. (Applies to all UK mainland addresses. All other addresses will attract a higher collection surcharge).
If you do not make the order available for collection within 2 working weeks from the date of cancellation, we will assume that you have withdrawn your cancellation request.