Shipping policy
1 · ABOUT THIS POLICY
This policy sets out how delivery works when you buy from Tikveš London Ltd. It covers where we deliver, what it costs, how long it takes, what happens at your door, and who carries the risk while your order is on its way.
It operates alongside the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Whichever gives you more, this policy or the law, that is what applies.
Cancellation, returns and refunds are dealt with in our Refund and Returns Policy. Where the two touch, they are written to agree. If they ever differ, the position more favourable to you applies.
In this policy, "order" means everything you bought in a single transaction, "bottle" means one bottle, whether you bought it on its own or as part of a case, and "working day" means Monday to Friday excluding public holidays in England.
2 · WHO DELIVERS FOR US
We deliver with DHL eCommerce UK. Every order is tracked, and every order is signed for.
We use one carrier and one service. There is no faster or slower option to choose between, and no premium tier we are holding back from you.
If we change carrier we will update this policy. The version that applied when you ordered is the one that governs your order.
3 · WHERE WE DELIVER
We deliver to addresses in England, Scotland and Wales, including the Scottish Highlands and Islands and the Isles of Scilly.
We also deliver to the Isle of Man and the Channel Islands.
We do not deliver to Northern Ireland.
We cannot deliver to BFPO addresses or to PO boxes.
We do not deliver outside these places.
Where you place an order for an address we do not deliver to, we will cancel it and refund you in full. We will tell you why.
4 · DELIVERY CHARGES
England, including the Isles of Scilly · £10
Scotland and Wales, including the Scottish Highlands and Islands · £15
Isle of Man and the Channel Islands · £30
Delivery is free on orders of £100 or more delivered to England, Scotland or Wales.
The £30 charge applies whatever the value of your order.
All charges include VAT. The charge that applies to your order is shown at checkout before you pay.
Where you cancel an order and we refund it, the treatment of the delivery charge is set out in our Refund and Returns Policy.
5 · DESPATCH AND DELIVERY TIMES
Orders placed before 12:00 noon on a working day are despatched the same working day. Orders placed after that, or at a weekend or on a public holiday, are despatched the next working day.
Once despatched, allow two to five working days for delivery to England, Scotland and Wales. Allow longer for the Scottish Highlands and Islands, the Isle of Man, the Channel Islands and the Isles of Scilly.
We will send you tracking information when your order is despatched. DHL will contact you directly about the delivery and will usually give you a delivery window on the day.
These times are estimates and not guarantees. We will always deliver without undue delay, and in any event within 30 days of the day your order is placed, unless we have agreed something different with you.
If we cannot meet that, you may treat the contract as at an end and we will refund you in full. If you had told us that delivery by a particular date was essential, or if it was obvious from the circumstances, you may treat the contract as at an end as soon as that date passes.
6 · DELIVERY, AND WHO MAY ACCEPT YOUR ORDER
Every order requires a signature on delivery.
Wine and spirits are age-restricted, so we do not authorise delivery to a safe place, to a porch or other unattended location, or to a neighbour. We do not offer collection from a delivery locker or a parcel shop.
Your order may be accepted by you, or by another person aged 18 or over at the delivery address. You can tell us in the cart who that person will be.
You are responsible for making sure that whoever accepts your order at your address is aged 18 or over.
If nobody is available, the driver will make a further attempt or leave details of how to arrange delivery. Section 11 sets out what happens if delivery cannot be completed.
It is your responsibility to give us a delivery address that is complete and correct. Where an order cannot be delivered because the address was wrong or incomplete, section 11 applies.
7 · AGE
We sell alcohol only to people aged 18 or over.
By placing an order you confirm that you are 18 or over, and that any person you have identified to receive the order on your behalf is 18 or over.
It is an offence to buy or attempt to buy alcohol on behalf of a person under 18.
Where we cannot satisfy ourselves that you are 18 or over, we will refuse or cancel your order and refund it in full. We may do this before despatch or at any point before delivery is completed.
8 · RISK AND OWNERSHIP
Until your order reaches you, it remains ours.
Risk passes to you when your order comes into your physical possession, or into the possession of a person you have identified to us to receive it on your behalf.
Ownership of the bottles passes to you when we have received payment in full.
9 · IF YOUR ORDER DOES NOT ARRIVE
Tell us and we will replace it or refund it, whichever you prefer.
Anything that needs sorting out with DHL is our job and not yours. You do not need to contact them, open a case with them, or provide them with anything.
We ask that you tell us within a reasonable time of the delivery estimate passing, so that we can act while the trail is warm. This is not a deadline on your legal rights.
10 · IF YOUR ORDER ARRIVES DAMAGED
Email us at info@tikveslondon.uk within 48 hours of delivery with your order number and photographs of both the bottle and the outer box.
You do not need to return anything. We will replace or refund the affected bottles, whichever you prefer.
We pack every order in double-walled cases with dividers, because glass travels badly and we would rather it did not break at all.
The 48 hours allows us to act quickly. It is not a deadline on your legal rights. Our Refund and Returns Policy sets out what happens if you tell us later.
11 · IF DELIVERY CANNOT BE COMPLETED
Where delivery cannot be completed and your order is returned to us, we will contact you to arrange delivery again or to refund you.
Where your order is returned to us because nobody was available to sign, or because the address you gave was wrong or incomplete, we may ask you to pay the cost of delivering it again. We will tell you the amount before we send it and you can choose a refund instead.
Where we refund an order in these circumstances, we refund the price of the bottles. We do not refund the original delivery charge, because the delivery was attempted and the reason it failed was not ours.
Where delivery failed for a reason that was our fault or DHL's, none of the above applies and we refund you in full, delivery charge included.
Nothing in this section affects your right to cancel under section 13. Where you cancel, your order is refunded in accordance with our Refund and Returns Policy, whatever the reason a delivery attempt failed.
12 · CIRCUMSTANCES OUTSIDE OUR CONTROL
We are not responsible for delays caused by events outside our reasonable control, including severe weather, industrial action, accidents, and disruption to the delivery network.
If such an event happens, we will contact you as soon as we can and take reasonable steps to reduce the delay. Where the delay is substantial you may cancel your order and we will refund you in full, including any delivery charge you have paid.
Nothing in this section affects your rights under section 5 where delivery has not happened within 30 days.
13 · CANCELLATION AND RETURNS
You may cancel your order without giving a reason at any time from the moment you place it until 14 days after the day it is delivered.
Where you cancel and return unopened bottles, you arrange the return and you pay the cost of it. We do not collect. We recommend a delivery service with tracking, and that you keep your proof of postage.
You do not need to return anything, and you pay nothing, where a bottle arrived damaged, is faulty or corked, where we sent you something you did not order, or where you have opened a bottle and it was not to your taste.
Our Refund and Returns Policy sets all of this out in full, including the returns address, the refund timescales and our guarantee.
14 · GIFT CARDS
Gift cards are delivered by email and are not posted. A gift card bought on its own carries no delivery charge.
Where a gift card is bought together with bottles, the bottles determine the delivery charge for the order.
15 · THIS POLICY AND OUR TERMS OF SERVICE
Our Terms of Service carry the legal detail of your contract with us. Nothing in them removes this policy.
Where this policy and our Terms of Service differ, the position more favourable to you applies.
16 · COMPLAINTS
If something has gone wrong with a delivery and you are not satisfied with how we handled it, email us at info@tikveslondon.uk. We will look at it again and reply.
We answer email within two working days, Monday to Friday.
17 · CONSUMER RIGHTS
Nothing in this policy affects your legal rights.
For free and impartial advice on your rights, you can contact Citizens Advice.
18 · WHO WE ARE
Tikveš London Ltd
11 Redan House
23 Redan Place
London
W2 4SA
United Kingdom
Registered in England and Wales, company number 07356331.
VAT registration number 227226129.
info@tikveslondon.uk
19 · CHANGES TO THIS POLICY
We may change this policy. The version that applies to your order is the version published at the time you placed it.
This policy was last updated on 21 August 2026