Help

All of our most popular questions are answered below. But if you can't find the answer you need, the easiest option is to give us a call.

New to Virgin Wines

Don't worry if this is your first time, shopping with Virgin Wines is really easy!

There are essentially two ways to buy wine with us which very much depend on who you are and what you want out of your wine experience.

If you want a great deal on a special case of our best-selling wine, or you're in a hurry, then our All Wine Cases page is where you should kick off.

Or if you want to enjoy the experience of browsing through our range of hand-crafted, exclusive wines then use the All Wines button above in the menu and start putting together your own bespoke case.

The same applies to our extensive range of spirits. Just use the Spirits button in the menu above. When purchasing spirits there are no order quantities that apply. You can order how ever many bottles you like.

To get the most out of your wine, try to forget about the traditional methods of classification. Let your senses and our wine styles be the guide! You will discover some gems!

We have grouped our wines into styles based on what is important to you! Fruity, Dry and Crisp, Light Reds etc. It's a basic way of telling you what the wine tastes like to give you an idea of if you'll enjoy it. Now, once you know what styles you like, crack into the other wines in those styles - they'll please your palate in the same way.

In each style we have also grouped wines into price bands so that you can match your tastes with your wallet.

No one style is better than another, so give them all a try to find out what types of wine you like the most.

If you are choosing your own individual wines then you need to order at least a full case. Our cases hold between 12 and 16 bottles, so your order will need to be made up in multiples of these.

Cases that have been pre-mixed are available in all different quantities, but the majority will hold 6 or 12-16 bottles.

If you're looking for smaller quantities then you should have a look at the Gifts section. Here, you will find 1, 2, 3, 6 and 12 bottle packs. And, let's face it, a gift doesn't always have to be for someone else now, does it? Just click on Gifts in the top menu.

When purchasing spirits there are no order quantities that apply. You can order how ever many bottles you like.

You can order wines and spirits all in one go, as long as each product type fulfils the order quantities mentioned above.

If you have any particular quantity requirements, for an event maybe, then call us and we'll be happy to talk through how we can help.

Because we don't have those expensive shops we can guarantee great value.

All prices are quoted in pounds sterling, and may be per bottle or per case, as marked. The prices include Value Added Tax, unless otherwise specified. Any delivery charges are additional.

Visit our Delivery FAQs page.

We accept payment by Visa, MasterCard and PayPal.

Whether it is something for the boss, or a present for someone special, nothing says it quite the way wine does. Not even flowers - after all they just suggest last minute desperation! A case of decent wine means that you have actually put some effort in (which means big brownie points).

How can I send a gift?

  • We are able to send any case of wine on the website to anywhere in the United Kingdom with a message from you on the outside of the box.
  • On the final page of the Checkout, called 'Review and Confirm', you will see a text entry box 'Optional: Enter gift message here'. What you type here is what will go on the outside of the box.
  • During the shopping process, you will be asked where you want to send it (you can send it to any address you have added previously, or you can add a new address and recipient).

Use Gifts by Virgin Wines

Just click on GIFTS in the top menu on this page and you will be taken to our dedicated gifting service.

  • Choose from a range of specially selected gifts.
  • Each wine gift is individually hand-packed and gift wrapped.
  • When you click "Add to Basket" on one of our gift products you will be prompted to choose between standard delivery or our named day delivery service. Standard delivery on gifts is £4.99 (unless specified). Named day delivery costs just £2 extra.
  • The next prompt will ask you to enter a gift message for the recipient. This is optional. If you don't add a message at this point, you'll have another opportunity during checking out before you purchase.
  • Neither promotional vouchers nor WineBank balances may be used with gift product orders.
Things you can do yourself

Don't worry, we can sort that out. Just click on the Forgotten Password link on the log-in screen. On the next screen you will be asked to enter your registered email address and we'll send you an email with full instructions on how to reset your password.

If you are still experiencing problems please either call us on 0343 224 1001 or email us at help@virginwines.co.uk

Phone our call centre on 0343 224 1001 and they will be happy to help.

Once you have logged-in you'll see the link to your account at the top right of the website.

Hover over the link and select "Address details" from the drop-down list of options

To add a new address click on the "Add new address" button and fill in the form.

If just one address is registered, this will automatically be selected as both the default billing and default delivery address.

If more than one address is registered then just tick the box next to the address you want to use as your default delivery address / default billing address as required.

Once you have logged-in you'll see the link to your account at the top right of the website.

Hover over the link and select "Payment details" from the drop-down list of options

To add a new card click on the "Add a new payment method" button at the bottom of the page and fill in the details.

If just one card is registered, this will automatically be selected as the default payment card.

If more than one card is registered then just tick the box next to the one you want to use as your default payment card.

Any card which is not registered as your default payment card may be deleted by clicking on the wastebin icon to the right of the card details.

Once you have logged-in you'll see the link to your account at the top right of the website.

Hover over the link and select "Contact methods" from the drop-down list of options

Use the sliders to select which communication methods you would like us to use to keep in touch with you.

If you choose not to receive any communications from us we will still contact you when necessary for the functioning of your account, e.g. Order confirmation and delivery notifications.

Once you have logged-in you'll see the link to your account at the top right of the website.

Hover over the link and select "Change password" from the drop-down list of options

Enter your current password and then your new password in the fields provided.

Confirm your new password in the final field and then click on the "Confirm" button.

Once you have logged-in you'll see the link to your account at the top right of the website.

Hover over the link and select "Account overview" from the drop-down list of options

Under "Account overview" you'll be able to find the Club or Plan you're a member of.

Click the "View account" button next to your Wine Plan.

You can always give us a call on 0343 224 1001 to discuss your Clubs and Plans.

Help

You may cancel your order for any reason whatsoever within 14 days from the date you receive your wine, provided that all of the bottles are unopened and intact.

Call or email to notify us and we will arrange to collect the wine at the earliest mutually agreeable opportunity.

We will reimburse the price of the wine once it has been collected, returned to our warehouse and has been inspected.

If you find that any of our wines are corked or tainted in any way then let us know and we will credit your account with the full amount you paid for that bottle. Please try to give us as much information about the wine as possible, especially the name!

If you buy any of our wines and you don't like a bottle, then just let us know and we will credit your account with the full amount you paid for that bottle.

If you have bought a whole case of one particular wine, then we will refund the whole case, including delivery, as soon as we have collected the rest of the wine from you, provided of course that you have only drunk one bottle from the case!

I have a voucher - how do I use it?

Vouchers cannot be used on any gift product order.

You can redeem your voucher by going to the unique web address printed on your voucher.

You will be asked for your voucher number and password.

You should have a voucher number and a password. Type both of them into the boxes and press "Redeem now".

Please check the expiry date and the terms and conditions on your voucher.

Can I use a voucher on special discounted case offers?

Some vouchers have restrictions on their use. Please see the terms and conditions of your voucher to see what restrictions apply.

I am having difficulty entering my voucher details

Please retype taking care to exactly match what is written on the voucher.

Please also double check the spelling and the expiry date.

If you have checked the spelling and the expiry date and are still having problems then please give us a call on 0343 224 1001.

Can I use more than one voucher at a time?

Only if it is a gift voucher.

If you are claiming a gift voucher or a voucher from the Virgin Atlantic Flying Club, the voucher is treated just like money. It will be deducted from your total and, if it exceeds the total, the balance will be carried over to your next purchase. You can combine gift vouchers together with any other voucher on a single purchase.

Other vouchers can only be used on a single purchase, and only one at a time. If you decide not to use it now, it will still be here when you come back, as long as you come back before the "use-by" date.

I have just ordered but my voucher does not seem to have been deducted

It may be that you have tried to use an introductory voucher on an ineligible case offer.

If you have already used an introductory voucher on your account you can always pass any spare ones over to friends to use.

Do vouchers have an expiry date?

Most vouchers have an expiry date. Please look carefully at the details of the offer.

My voucher covers the cost of my whole order but the website still needs my credit card - will I be charged?

No - we're sorry about this. We know it is a bit illogical but our website is simply not happy unless it has a valid credit card entered into those fields. If your voucher is enough to cover the total cost of your order (incl. delivery) then no charge will be made on your card.

What if I make a mistake or change my mind?

If you would rather mix your own case of wines and use your voucher against those, then give us a call as soon as you can on 0343 224 1001.

If you have changed your mind about your order then call us as soon as you can on 0343 224 1001.

Out of stock?

Wine is an agricultural product and runs out from time to time.

This particularly happens at the end of one vintage and the beginning of the new.

We do try and keep our range in stock all the time.

If you are looking for a particular wine and it is out of stock, why not take the opportunity to try something new?

Substitutions

We will never knowingly sell you a wine if we know that we don't have any sitting in the warehouse.

However once in a while what we thought was on the shelf turns out to be something quite different (pesky systems) and we have to find a replacement.

In these rare situations we will ask our buyers to find a similar wine that we think you will like. The replacement wine will always be of greater or equal value to the bottle you bought.

We promise that we will never replace more than three bottles without asking.

If you ever have cause to disagree with our choice of replacements, call us on 0343 224 1001 we will give you a credit for any of the bottles that we have switched, no questions asked.

All our Terms and conditions here.

Read about our Cookies here.

Getting the most out of Virgin Wines

Find out how to Rate and win. Every time you rate a wine or spirit, you will automatically be entered into our monthly price draw.

Once you have logged-in you'll see the link to your account at the top right of the website.

Hover over your account, and click on the heart to go to your favourites.

When logged in, you can view your favourites here.

Any wines you've "favourited" will appear in your favourites. You can remove wines from your favourite list, and add private tasting notes for your eyes only.

To add wines to your favourites list - click on the '♥' icon next to the bottle(s) you love.

Once you have logged-in you'll see the link to your account at the top right of the website.

Hover over your account, and click on the 'magic wand' to go to your wishlist.

When logged in, you can view your wishlist here.

Any wines you've "wishlisted" will appear in your wishlist. You can remove wines from your wishlist, and add private tasting notes for your eyes only.

To add wines to your wishlist - click on the 'magic wand' icon next to the bottle(s).

About Virgin Wines

All of our Wine Buying Team are great believers in stripping the sometimes pretentious wine twaddle and waffle out of the whole process of selecting great wines that you will love.

At the end of the day it is quite simply about taste and more importantly, your taste. Ultimately it is your views, ratings and comments that will make a difference to their decisions.

We may be at the forefront of bringing new and interesting products to the shores of the UK, but if you don't like it, we won't sell it. Each week we hold tastings, based on your comments, to see which wines are on top form and which are being sent to the bottom of the class. That way we can tell which wines will make you go aaaaahhh and which will make you go urrggghh.

If you are nervous about shopping on the web, don't be. We use a secure server with state-of-the-art encryption and secure sockets layer (SSL) technology for the transfer of credit card information.

Additionally, we have security measures in place to protect our customer database and access to this database is restricted internally.

To make sure that you don't have to worry, we will make good any losses suffered by you and charged to you by your credit card company, up to a maximum of £1,000 through the unlawful use by a third party of your credit card or credit card information directly as a result of your use of our web site.

Just make sure that you keep your password secret from everybody else. (You wouldn't give anyone the PIN number to your cash card, would you?)

If you would still prefer to order by phone then that's no problem, call our call centre on 0343 224 1001 and they will help you out.

Can't find the answer to your question?

Give us a call - we're ready and waiting to help you.

0343 224 1001

For Discovery Club enquiries:
0343 224 1044
For justREDS enquiries:
0343 224 1043

Opening hours:

Mon to Fri: 9am to 7pm

Saturday: 9am to 2pm

Sunday: CLOSED

Bank Holidays: CLOSED

Email:

help@virginwines.co.uk

Commercial Sales enquiries:

For Commercial Sales Enquiries:
0343 224 1006
wineforbusiness@virginwines.co.uk

Suggestions:

If you have any great ideas or suggestions, we would love to hear them! Send an email to: suggestions@virginwines.co.uk