Fine Wine Merchant, Maison du Vin near Tunbridge Wells, Kent, UK

Terms and Conditions / Delivery Information

Delivery costs

  • The cost for all orders is £8.50 per order.

  • We will deliver within seven days of your order being placed.

  • Delivery to Northern Ireland, the Scottish Islands and the Isle of Man incurs a supplement charged by our carrier at the rate of £10.00 per order

  • Timed and Saturday deliveries are available at the following costs

    • Saturday morning £20.00
    Monday to Friday morning before 12.00pm £20.00

Our advice to ensure smooth delivery

  • We strongly advise all customers to consider carefully where the goods are to be delivered

  • Our carriers need a signature for the delivery, so please send the goods to an address where somebody can sign for them

  • Use a work address for delivery if a residential delivery could be difficult

  • To ensure that we offer the highest level of service to our clients, it is important that you provide us with complete delivery details (full name, address including post code, & contact telephone number)

  • You can leave an instruction at the time of ordering for parcels to be left with a neighbour (please use the Special Delivery Instructions section in the secure webstore)

  • Or you can request that the parcel be left safe without a signature (e.g. in the porch, at the back door, in the garage, etc). However, this is at your own risk and neither we nor our carriers will accept responsibility should the wines be lost, stolen, or damaged as a result of such instructions being followed.

  • If you are sending the wine as a gift to somebody else, please check their availability (i.e. that they are not on holiday or away from home)

  • If you miss your delivery, contact the local depot as soon as a card is received. They can then rearrange delivery

  • Upon delivery, customers are requested to examine all goods and note down any damage or shortages. Please then notify us within 24 hours and we will deal with any problems in a fair and timely manner

  • We make every effort to deliver your package safely and securely - your assistance is appreciated in helping us achieve this goal

  • Unfortunately, we cannot deliver to PO Boxes

Delivery details and re-direction costs

  • Our courier company attempts delivery twice if necessary and leaves a contact card if the recipient is not in. If the recipient does not then call their local depot, the parcel may be returned to us after 5 working days - the cost of which will be passed on to the customer

  • We cannot be held responsible for incorrect addresses and postcodes given to us. If you provide a wrong address or post code and we have to redirect your parcel to an alternative address, then we will charge a £10 redirection fee to your credit card

  • If you wish a parcel to be re-directed to a new address after we have dispatched it from our warehouse, then we will charge a £10 redirection fee to your credit card

Saturday and Time Specific Deliveries

  • Saturday deliveries must be specifically requested on the checkout page and cost £20.00. This is a Saturday morning service only. Please note that in some areas this service does not operate ( Scottish Highlands or Islands, Isle of Man)

  • Pre 12 o’clock deliveries (Monday to Friday only) must be specifically requested on the checkout page and cost £20.00

Deliveries to Northern Ireland, Isle of Man and Scottish Islands

  • These are made on a next working day basis (Monday to Friday) and incur a £10 “over water” surcharge. The total delivery cost is £18.50

Deliveries to Europe and the Rest of the World

  • We regret that we do not deliver internationally at this time. However we are happy to send goods on your behalf to friends or family in the UK so that they can pass them on to you

Bank Holiday deliveries

  • We are unable to deliver on Bank Holidays, nor are we able to despatch goods on such days as our warehouse is closed

Sending deliveries to alternative addresses

  • We are happy to send your order to a work address if this is more convenient for you, or to an alternative address if you are sending the wine as a gift

Damaged or faulty goods – the replacement / refund procedure

  • If the parcel is damaged, you can refuse to sign for it. The parcel will be returned to us, and we will arrange for a replacement to be sent

  • You can accept the delivery, but when signing, you must write down how many bottles are damaged and the nature of the damage. We can then make arrangements for replacement bottles to be sent to you, or a refund for the damaged bottles if preferred

  • Customers are requested to examine all goods at the time of delivery. Please note down any damage on the carrier’s delivery note when signing. Claims for breakages or shortage must be made by telephone to ourselves 01892 537981 within 24 hours of delivery

  • Please then confirm the claim in writing to us. Claims for breakage, shortage or non-delivery cannot be considered unless these conditions are observed.

  • We will fully investigate all claims and replace or refund where necessary within 7 working days of notification

CANCELLATION:

You may cancel your order for any reason whatsoever within 7 working days of receipt of goods provided ALL OF THE BOTTLES ARE UNOPENED AND INTACT. A refund excluding return postage and packaging will be given within 30 days from the date you notify us of the cancellation. In order to cancel your order you must notify us in writing to the Manager, Maison du Vin Moor Hill Hawkhurst Kent TN18 4PF

MAISON DU VIN, MOOR HILL, HAWKHURST, KENT, UK
Tel: 01580 753487 / Fax: 01580 755627