Help

And what if...	We promise
You are out during the day?	Our drivers will find a safe place to leave your wine; but if it does get stolen, we just replace it
You find it cheaper elsewhere?	We will refund the difference if you are lucky enough to find a wine cheaper elsewhere
You live somewhere obscure?	We deliver anywhere in the UK for £7.99, including NI, Highlands, Scottish Islands, the Isle of Man and Scilly Isles.
You are in a hurry?	We deliver over 99% of our orders within 3-5 working days

Don't worry, if this is your first time, we promise we'll be gentle with you. Honest!
There are essentially three ways to buy wine with us - all of which very much depend on who you are and what you want out of your wine experience. Have a quick read of the following and see which category you may fall into:

• I want to try you out but I'm in a hurry
  If time is short and you just want 12 great wines, with a fair few bargains thrown in to boot, then our PRE MIXED CASES page is where you should kick off. These cases are already built, either by style, region, or country, and they're ready to roll off our shelves in an instant. PLUS, because they feature a lot of our best sellers and because we shift a lot of them, we can be more generous - you'll find some cracking bargains in this section.
  
  Click here to go to our PRE MIXED CASES page.
  
  
• I feel pretty confident about my wine, so I just want to browse around and put my own case together
  Fair enough. Just hit the browse button on the menu bar above and get going, or you can click into our search button which can also help you locate the wines you most like. We've sorted out wines by style, so soft and juicy, clean and crisp etc, to make it easier to find what you like. You can surf through the various style categories, either in search or browse and add to your basket at your leisure. Happy ferreting...
  
  I just want to BROWSE ALL WINES.
  
  

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Abandon Prejudice, all ye who enter here!

We have been conditioned by retailers to focus on where wine is made and what it is made from. This makes life easy for them, but does not help you find new and exciting wines.

Just because you like one Burgundy does not mean that you will like another. Some burgundies are made to be soft and juicy, while some are thin, astringent and would do nicely as a mouthwash. Most people write off German wines as being sweet and nasty, yet Germany also produces some wonderful aromatic and dry wines that also happen to be great value. So to get the most out of your wine, try to forget about the traditional methods of classification. Let your sense be the guide! You will discover some gems!

We have come up with wine STYLES based on what is important to — you what does the wine taste like and will I enjoy it? Now, once you know what style you like, you can try any other wine in that style knowing that you will like it too — and if we get it wrong we will give you your money back.

Price — In each Style we have also grouped wines into price bands at the £5, £10 and £15 mark, so that you can match your tastes with your wallet. However, it is not realistic to search Classic reds in the under £5 bracket hoping to discover a claret that tastes like Chateau Latour.

Quality - No one style is better or worse than any other. It is all a matter of personal taste. You can be sure that you will get a good quality wine in the Style and price band you choose. Basically nothing gets on the list unless it is great quality and great value.

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If you are choosing your own individual wines then you need to order in multiples of 12 or 13 bottles.
Pre-mixed cases are typically 12 bottle cases. We do however have a number of 3 bottle packs available

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

That means that we will refund the difference if you are lucky enough to find a wine cheaper elsewhere.

Just call us on 0843 224 1001 and let us know where and when you found the bottle at a cheaper price.

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Do you deliver in my area?

• We deliver anywhere in the UK, including NI, Highlands, Scottish Islands, the Isle of Man and the Scilly Isles.
• If you don't live in the UK then why not send a gift to friends or relatives that do - we do accept non-UK credit cards.

Standard delivery

• Our standard delivery is Monday to Friday, between 7:30am and 5:30pm or Saturday between 7:30am and midday.
• On average, 96% of orders arrive within 24 hours (If you live in the Highlands or Islands, this may take a little longer).
• Most of our customers give us instructions to leave the wine in a safe place, as this is by far the easiest way to ensure you get your wine on time. If it gets stolen, we will replace it at no additional cost.

How much is the delivery charge?

• Standard delivery is £7.99 per delivery regardless of how many cases are being delivered to the same address. So pack 'em in quick. This excludes auction orders.

What happens if I am not in when the wine is delivered?

• When you place the order let us know what you want our drivers to do if you are not in when we come by
• You can ask us to leave it in a nominated place such as the greenhouse or the coalbunker, or you can nominate a neighbour to take delivery.
• You can also ask our delivery drivers to choose a safe place when they arrive.
• If you are out when we deliver your wine then the drivers will follow these instructions. If it does get stolen, we just replace it.
• If there is nowhere to leave it then you can ask us to leave the contact details of the local depot and you can get in touch directly to rearrange delivery. Our couriers will advise you of the hours that they operate and when they may be able to re-deliver in your area.

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We accept Visa, Visa Delta, MasterCard, American Express, Maestro and Solo cards.

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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 site to anywhere in the United Kingdom with a message from you inside the box.
• Choose your wine as normal. Go to the Shopping Basket when you are done.
• You will see a drop-down box asking you whether you want to send your wine as a gift. Choose "Yes".
• 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) and you will be asked what message you want included in the box.
• Any wine that you send as a gift will not be added to your list of favourites and will not affect your Spit or Swallow Guide.
• There is no extra charge for this gift service.

Can I send a personalised message?

• Yes you can. You will be asked in the checkout process to add a message. This will be printed onto a gift card and will be enclosed within the box.

Can I name the day that it will be delivered?

• At present you cannot specify the day that the gift will be delivered.
• We deliver 99.6% of our orders in 3-5 working days (If you live in the Highlands or Islands, this may take a little longer).
• However, for special occasions we recommend that you leave longer than this.

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What is different about Virgin Wines

• No flannel - If we really love a wine we will say so, but if it is just a decent wine at a fair price we will say that too.
• We specialise in hand made wines - because they taste nicer than wines that are made in a factory.
• We specialise in truly personal service - if you would like a real human being to find out what you like and recommend wines just for you, call us and ask for a Personal Wine Advisor.

We believe that you should only pay for wines that you enjoy - if you don't like our wines just call us. We will refund you for the all the wines - we will even collect them off your doorstep for you.

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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 wont 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.

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If you are a member of the Virgin Atlantic Flying Club then you can earn flying club miles for purchasing wine.

How do I register my Flying Club account number?

The first time that you make a purchase, you will be given the opportunity to fill in your Virgin Atlantic Flying Club account number

Alternatively, click on "My Account" at the top of all pages and you will be shown your profile. At this point, in the top section of the page entitled "Personal Information" there is a link to edit your personal information. When you click on the link, a form will appear showing your personal details and a field for your Flying Club number. Add it here.

How many flying club miles will I receive when I buy a case of wine?

When you order your first case of wine, make sure you input your membership number. You will earn 3,000 flying club miles on your first order for a 12 bottle case or more. All flying club members will then earn 750 flying club miles on every subsequent wine order. Once we have dispatched your order and debited your account for the price of the case(s) ordered, your flying club miles will be credited to your account within 28 days. Flying club miles are earned per order and not per case.

How do I order?

To place an order and earn miles, you can either order online through www.virginwines.co.uk/earnmiles or by calling Virgin Wines on and quoting "IFLY". Please have your Flying Club Account number to hand.

If you do not order via www.virginwines.co.uk/earnmiles or do not quote "IFLY" over the telephone, you will not be eligible to earn miles on the order.

If your Air Miles have not been credited to your account within 28 days, please contact our Call Centre on 0843 224 1001

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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 0843 224 1001 and they will help you out.

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Cancellations

• You may cancel your order for any reason whatsoever within 3-5 working days from the date you receive your wine, provided that all of the bottles are unopened and intact.
• Call us and notify us and we will reimburse the price of the wine once it has been collected, returned to our warehouse and been inspected.

Broken or spoiled bottles

• If some or all of the bottles of wine in a case are broken or spoiled when they are delivered you should notify us as soon as possible. You may choose either to return the whole case or just the affected bottles for a refund.
• Any wines collected by our carrier must be in their original box to avoid further breakages, where possible.
• You must notify us of all wines which are due to be returned within 90 days from delivery of the wine.

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Corked or faulty wines

• 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 for that bottle. Please try to give us as much information about the wine as possible, especially the name!

Wines you just don't like

• If you buy any of our wines and you don't like a bottle, then just let us know and we will credit your Virgin Wines Online Ltd account for the full amount 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!

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I have a voucher - how do I use it?

• You can redeem your voucher on the homepage or from the shopping basket itself.
• 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 "Continue".
• 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. For example vouchers with a voucher code FIRSTORDER. These cannot be combined with other promotional offers and can only be used on your first purchase - sorry! 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 0843 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, 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 a special discounted case offer.
• If you would rather have mixed your own case of wines and used your voucher against those then give us a call as soon as you can on 0843 224 1001.
• If you have changed your mind about your order then call us as soon as you can on 0843 224 1001.
• Don't forget that you can always pass your introductory voucher onto your mother. If you wrap them up in a nice card they can make nice (and quite cheap) presents...

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 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.

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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?
• Hit the 'If you like this you'll love these' button next to the out of stock wine and we will show you some more wines that we think you'll love.

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 0843 224 1001 we will give you a credit for any of the bottles that we have switched, no questions asked.

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I have just ordered - can I print some tasting notes?

• On the final page of the checkout process there will be a link to your tasting notes - click the button and print your tasting notes - easy.
• If you've missed this page then you can still do this by going to your Order Tracker.

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Don't worry, we can send you a new one. Just enter your e-mail address at the log-in screen and click on the Reset Password button.

• Your credit card details will be deleted from your account for your security.
• Your new password will be e-mailed to you and you should receive it immediately.
• If you are still experiencing problems please either call us on 0843 224 1001 or email us at password@virginwines.co.uk

To go directly to the login screen click here

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If you are wondering where your order is, check out our Order Tracker, which will tell you what wines have been ordered, paid for and shipped.

If you would rather speak to a human being, telephone our Call Centre on 0843 224 1001 and they will be happy to help.

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When you find a wine from us that you particularly like, make a point of tattooing it to your forehead - or if that seems a little extreme, just remember its name so that you can tell us next time you log onto Virgin Wines.

The more you tell us which wines you like (or not, as the case may be) the better we can get at finding new wines that you will love.

We hold a profile of your tastes - it is called your Spit or Swallow guide.

Your spit or swallow guide is built up using a combination of what you buy, and what wines you rated highly.

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To review a wine, just click 'Rate' and fill in the details in the popup window (any wine you rate or comment on will be stored in your "Favourites").

You can give wines a star rating between 5 stars (Fantastic) to 1 star (Awful) and this rating will affect the average customer rating AND will update your profile.

In addition any comments you make will be visible to other customers (as theirs are to you).

When you rate a wine you have bought, you will qualify for a free bottle in the next order you place.
Terms and Conditions apply.

Remember, the more you tell us, the better the wines you drink!

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Any wines that you have bought are stored in 'Your Favourites' so that you can find them easily in the future, with your favourites listed first.

If you would like to reorder a wine, click "Buy me again". This will take you to the product details page for that wine, where you can see which vintages and bottle sizes we can get hold of.

If you would like to rate wines that you haven't rated yet, click 'Rate your wines' in the left hand navigation bar in 'your favourites'

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We want to make your experience with Virgin Wines as smooth and seamless as possible. That's why we've got a customer care team that we reckon is second to none, waiting to give you any help you need. If you have any questions or need assistance in placing an order online, simply give us a call:

• To place an order, call 0843 224 1001
• To track your order, call 0843 224 1001
• For all other queries, call 0843 224 1001

They're available from:

Normal Opening Hours:
8am to 8pm Monday to Friday
9am to 6pm Saturday
9am to 3pm Sunday

OR You can email us at: help@virginwines.co.uk.

We guarantee we'll reply to any email within 24 hours.

And if you need to write to us then the following address is the one to use:

Virgin Wines Online Ltd
St James' Mill,
Whitefriars,
Norwich,
NR3 1TN

Let's be more specific

Alternatively if you have a specific question about your account or order, why not try one of the following relevant email addresses. Again, we guarantee we'll reply to your email inquiry within 24 hours.

Delivery Problems?

priorityone@virginwines.co.uk

Unsubscribe from marketings?

unsubscribe@virginwines.co.uk

Technical support?

support@virginwines.co.uk

Any suggestions?

suggestions@virginwines.co.uk

Are we being beaten on price?

prices@virginwines.co.uk

Looking for a job at Virgin Wines?

jobs@virginwines.co.uk

Become a Virgin Wines partner

partners@virginwines.co.uk

Would you like to supply Virgin Wines?

suppliers@virginwines.co.uk

Virgin Wine Club Enquiries?

club@virginwines.co.uk

General enquiries and customer service

help@virginwines.co.uk

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