FAQs
Quick answers to what we get asked most. The full detail is in our Shipping Policy and our Refund and Returns Policy. If yours is not here, email info@tikveslondon.uk and we come back within two working days.
Delivery
How much is delivery?
England £10, including the Isles of Scilly. Scotland and Wales £15, including the Scottish Highlands and Islands. The Isle of Man £30.
Delivery is free on orders of £100 or more to England, Scotland and Wales. The £30 rate applies whatever your order is worth.
The right rate is applied at checkout, so there is nothing to work out.
Where do you deliver?
England, Scotland and Wales, including the Scottish Highlands and Islands and the Isles of Scilly, and the Isle of Man.
We do not deliver to Northern Ireland, or to Jersey and Guernsey. We cannot deliver to BFPO addresses or to PO boxes, and we do not deliver anywhere else outside the places listed above.
Who delivers it?
DHL eCommerce UK. One service to every address, tracked from the moment it leaves us to the moment it reaches your door.
When will it arrive?
Order before noon on a working day and it leaves us the same working day. After that, at a weekend or on a public holiday, it goes the next working day.
Most orders arrive within one to two working days of despatch. Allow up to five. The Highlands and Islands, the Isles of Scilly and the Isle of Man usually take one to three working days more.
We email you tracking when it is on its way. DHL will contact you about the delivery and usually give you a window on the day.
Do I need to be in?
No. If you are out, tell us in the cart where to leave your order. Somewhere secure at your address, out of sight and out of the weather.
A safe place you choose is used at your own risk. Once the delivery record shows your order was left there, it counts as delivered. If it was left somewhere you did not choose, that is our problem and not yours, and we put it right.
We do not leave orders with neighbours. Wine and spirits are age-restricted, and anyone taking your order in for you must be 18 or over.
What if nobody is in and there is no safe place?
The driver tries again or leaves details of how to arrange delivery, and you can manage the delivery directly with DHL once you have your tracking, including changing the day. If the order comes back to us because it could not be delivered, or because the address was wrong, we may ask you to pay for a second delivery. We tell you the amount first and you can take a refund instead.
Can it go to my work address?
Yes, as long as it is the address on your order. Put it in at checkout rather than asking us to redirect later. Alcohol goes to the order address and nowhere else.
Ordering
Can I buy a single bottle, or mix my own?
Both. There is no minimum order. Buy one bottle, one of our cases, or any mix of the two.
Why are some wines showing as out of stock?
They are between shipments. They are still part of the range and they come back when the next stock lands.
Leave your email on the page and we will let you know when it does.
Do I need to be 18 to order?
Yes. How we check, and what happens if we cannot confirm it, is on our Responsible drinking and age verification page.
About the wine
Why do you always name the vintage when you mention a medal?
Because a medal belongs to a vintage, not to a label. A wine that won gold one year is a different wine the next year, off a different harvest.
So when we show a medal we tell you which vintage won it. When the bottle we are selling is not that vintage, we say so and the medal comes off the page.
It means you will see fewer medals here than you might expect. The ones you do see are on the bottle in front of you.
Order issues
Can I change or cancel my order?
You can cancel at any time from the moment you place the order until 14 days after the day it is delivered.
If it has not left us yet, email info@tikveslondon.uk as soon as you can. We despatch before noon on working days, so that is the cut-off.
Can I return wine I have not opened?
Yes, within 14 days of delivery. On a change of mind you arrange the return and you pay the postage. If a bottle is faulty or arrived damaged, you send nothing back and you pay nothing.
The guarantee on opened bottles, the six month fault window and how to claim are all in our Refund and Returns Policy.
A bottle arrived damaged, or my order is late.
Email info@tikveslondon.uk with your order number. For damage, send photos of both the bottle and the box within 48 hours. Nothing needs to come back. We come back within two working days.
Still stuck? Email info@tikveslondon.uk.