Shelf-of-Wine-Books

Frequently Asked Questions

The answers to some commonly asked questions can be found below. If you can’t find the information you’re looking for here, please don’t hesitate to get in touch.

Our Shop in Falmouth
Prices
Product Information
Ordering
Delivery
Cancellations, returns and refunds
Wholesale accounts

Our Shop in Falmouth

When are you open?

See our opening hours page for when we’re currently open.

Where abouts in Falmouth is your shop?

We’re on Discovery Quay (Events Square) next to the National Maritime Museum.

Is there parking nearby?

Yes – Grove Place car park is right next to the shop. We can usually help you carry items out to your car if you require.

Do you carry the same range in the shop as on your website?

Yes – our website mirrors the items we have in our shop. Occasionally if we get new lines in they may appear in the shop before they’re on the website.

If I buy something in store, can you deliver it for me?

Yes – if you live in Falmouth or Penryn we can deliver free of charge. If you would like a delivery further afield, the same delivery charges apply as do to online orders.

Prices

Are the prices on your website the same as in your shop?

In a word – yes. We’re big believers in high street retail existing alongside internet retail and don’t think our customers should be paying more if they choose to come and visit our shop in Falmouth than if they buy online. We’re human though and, alas, prone to the occasional blunder. If you happen spot a discrepancy between the price online and in- store – please let us know and we’ll honour the cheaper price.

Product Information

Are the product images on your website the same as the item I will receive?

We try and keep product imagery as up to date as possible but won’t necessarily add a new image for, say, each vintage of a particular wine. There may also be a delay between a product’s label changing and the imagery on our website reflecting the change. Therefore we can’t guarantee that the product you receive will look identical to the image on our site.

Will I receive the same vintage as advertised on your website?

The vintage given on our website reflects the stock we have as far as possible. Vintages do change, however, without much warning and therefore we can’t guarantee that we will be able to send you the same vintage of a wine as is on our site.  If you require a specific vintage, we recommend noting your requirement in the order notes or contacting us first to confirm availability.

I can’t find what I want – can your order special items in?

It’s always worth asking. We deal with a number of importers and distributers so have access to a lot of items which are not part of our regular range. Depending on the specific product you require, you may need to buy a case, though.

The item I want is out of stock – when will it be back?

Our lead times vary from supplier to suppler and from product to product. Get in touch and we will be able to give you detailed availability information on any product.

Ordering

When is the cutoff for next day delivery?

Our couriers collect from us around lunchtime. Therefore to give us time to process and pack all orders, the cut-off for next day delivery is 11am on a weekday. We don’t despatch orders on Saturdays and Sundays so any orders placed for next day delivery on these days will be delivered on a Tuesday.

Does my order have to be sent to my card billing address?

No – you can have your order delivered to any UK address.  Our bank carries out fraud checks on our transactions and we may, at their advice, require that an order be delivered to the billing address.

I’m sending a gift – can I include a message and can you make sure the price isn’t sent with the order?

Yes – if you include your gift message in the comments box when ordering we’ll include it on a card with your order. We never send receipts with our orders so the price won’t be included.

Delivery

Do you deliver to addresses outside the UK?

Unfortunately we are unable to deliver to non-UK addresses at present – sorry.

Can I reserve something and collect in-store?

Yes – you can order online and select ‘Collect from Store’ as a delivery option. We’ll send you an email when the item is ready for collection – usually the same day if ordered when the shop is open.

How long does delivery take?

We offer a selection of delivery options. Our standard delivery is up to 5 working days. If you require something in a hurry, we offer express services subject to a surcharge. These options can be selected when ordering online.

Will the products I order be delivered in their original packaging?

Probably not – we do all we can to minimise the risk of your order being damaged during delivery. This means we almost always repack products in our own, secure packaging.

What will happen to my delivery if I’m not in?

Our couriers will put a card though your door to advise you that delivery was attempted and to contact them to arrange re-delivey. If our couriers are unable to deliver after a number of attempts, the consignment will be returned to us. Unfortunately this means you will have to pay a delivery charge to have your order re-sent.

Can the couriers leave my order with a neighbour or in a safe place if I’m not in?

Yes – just include a note in your order stating where you would like your consignment leaving if you’re not in.  This is at your own risk.

Cancellations, returns and refunds

Can I cancel my order once I’ve placed it?

If you wish to cancel your order, please contact us as soon as possible. If your order hasn’t been despatched, we should be able to cancel it and provide a full refund. If it has already been despatched, you will need to refuse delivery when it arrives and will be liable for the delivery cost already incurred.

My order was delivered damaged or incomplete – what should I do?

Please either refuse the delivery or note the damage  with the driver before signing. Contact us straight away and we’ll investigate and arrange for a replacement or refund to be sent as appropriate as soon as possible.

I think something I ordered was faulty – what should I do?

The nature of wine is such that faults (such as a corked bottle) are only apparent after opening. If you believe a bottle you have ordered is faulty, please contact us and we’ll refund any corked or faulty bottles. We may ask that the wine is returned to us for examination. We cannot offer refund on improperly stored wine or wine which has been open too long.

I don’t like something I ordered –  can I send it back?

We want you to be 100% happy with your order. If something you have ordered isn’t to your taste, contact us and we’ll see what we can do. We may be able to arrange for any unopened and re-saleable bottles to be returned and swapped for something else. You will be liable for transportation costs in these circumstances.

How do I return my order?

Under Distance Selling Regulations, you may cancel and return your entire order for any reason within 7 days starting the day after the day the goods were delivered. We will refund the full amount paid however you will be liable for the postage costs incurred in returning the goods to us.

Wholesale accounts

Do you supply to the on-trade?

Yes – we supply wine by wholesale to bars, restaurant, cafés and hotels in Falmouth and Cornwall. Full details of our wholesale business can be found on our wholesale website at wholesale.thebottlebank.co.uk.

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