FAQs

Royal Mail. Every order goes Royal Mail Tracked 48, so you can follow it from the day it leaves us to your door.

England £10, including the Isles of Scilly. Scotland and Wales £15, including the Highlands and Islands. The Isle of Man £30.

Free on orders of £100 or more to England, Scotland and Wales. The Isle of Man is £30 whatever your order is worth.

The right charge shows at checkout before you pay, so there is nothing to work out.

We send every order within two working days. Order at a weekend or on a public holiday and the two days start from the next working day.

Once it leaves us, Royal Mail aims to deliver in two to three working days. That is Royal Mail's aim, not a guarantee.

Royal Mail sets no delivery aim for parts of the Highlands and Islands, the Isles of Scilly and the Isle of Man. Orders there can take a little longer.

We email you a tracking number the day your order leaves us. Tap the link in that email, or put the number into Royal Mail's Track your item page.

Royal Mail may also text or email you the day it expects to deliver.

England, Scotland and Wales, including the Highlands and Islands and the Isles of Scilly. And the Isle of Man.

We do not deliver to Northern Ireland, Jersey, Guernsey, BFPO addresses or PO boxes, or anywhere outside the UK.

If you order to an address we cannot reach, we cancel it and refund you in full, and we tell you why.

No. No signature is needed. Anyone at your address aged 18 or over can take it in.

Out when it comes? Tell us in the cart where to leave it. Somewhere secure at your address, out of sight and out of the weather. A rear porch, a shed, a covered side passage.

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.

It can. If nobody is in, Royal Mail may leave it with a neighbour. Wine and spirits are age-restricted, so whoever takes it in must be 18 or over.

If it can't be left, Royal Mail tries again the next working day. If it still can't deliver, it leaves a card and takes your order to its local Customer Service Point.

From there you can collect it, or rebook it for free, to your address, another address nearby, or your local Post Office.

Royal Mail holds it for 18 days. To collect it, bring the card they left and ID in the addressee's name. Whoever collects it must be 18 or over.

After 18 days it comes back to us. If an order comes back because it was not collected, or 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.

Yes, as long as it is the address on your order. Put it in at checkout. We cannot redirect an order once it has left us.

Yes. Put their name and address in as the delivery address at checkout. Whoever takes it in must be 18 or over.

Not always. Royal Mail limits how much wine and spirits go in one parcel. Up to six bottles of wine travel together. Spirits travel two bottles to a parcel.

A bigger order comes in more than one parcel, each with its own tracking number. You pay delivery once.

In double-walled cases with dividers, because glass travels badly and we would rather it did not break at all.

Both. There is no minimum order. Buy one bottle, one of our cases, or any mix of the two.

Yes. Every price on the site includes VAT, and so does the delivery charge.

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.

Yes. How we check, and what happens if we cannot confirm it, is on our Responsible drinking and age verification page.

It usually lands within a few minutes. Check your spam or promotions folder first.

Still nothing? Email info@tikveslondon.uk with the name and email you ordered under, and we check it for you.

Our Trade page is the place to start.

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.

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 send within two working days, so the sooner you tell us the better.

Yes, until it leaves us. Email info@tikveslondon.uk with your order number and the new address. Once it is on its way we cannot change it.

Check your safe place, and ask the neighbours and anyone at your address. Royal Mail's tracking page may show a photo of where it was left.

Still missing? Email info@tikveslondon.uk with your order number and we take it up with Royal Mail.

Check the tracking first. It shows where your order is and what Royal Mail expects next.

If it has not moved for a few working days, email info@tikveslondon.uk with your order number and we chase it.

Email info@tikveslondon.uk within 48 hours with your order number and photos of the bottle and the outer box. Photos of the box matter as much as the bottle. They tell us what happened on the way.

Nothing needs to come back. We replace it or refund it, whichever you prefer.

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.

Call 020 7243 5000, or email info@tikveslondon.uk. We come back within two working days.