DELIVERY FAQ / T&Cs

WHEN IS YOUR DEADLINE FOR CHRISTMAS DELIVERY?
Christmas opening times with a gold and blue Christmas theme.

For Christmas, our deadline for guaranteed Christmas Delivery is:

  • Outside M25 – Order by 2pm Monday 16th December
  • Inside M25 – order by 2pm Wednesday 18th December

For all orders placed by 2pm on Friday 20th December, we will endeavour to deliver these before Christmas, but we cannot make any promises after the dates above.

Our shops in Parsons Green and Wimbledon Village will be open on Christmas Eve and New Years Eve - you can even order online and choose Click and Collect from our Parsons Green shop.

WHAT ARE YOUR CHRISTMAS SHOP OPENING TIMES?

Our opening times for our Parsons Green and Wimbledon Village stores during the festive period are below. We return to our usual opening hours from 2nd January 2025. For online orders, support will be available from 9am - 5pm on the days we are open, though we may take slightly longer than usual to get back to you.

Christmas Eve 10am - 5pm
Christmas Day Closed
Boxing Day Closed
Friday 27.12 10am - 8pm
Saturday 28.12 10am - 7pm
Sunday 29.12 11am - 5pm
Monday 30.12 10am - 7pm
New Year's Eve 10am – 6pm
New Years Day Closed
Thursday 02.01 10am - 8pm
WHAT ARE OUR SHIPPING CHARGES?

Choose from our flexible shipping options with Parcelforce: Express24 for next business day delivery at £10.95, and Express48 for delivery within two business days at £8.95. Free in-store pickup is also available from our Parsons Green location, subject to stock availability.

Please note, orders must be placed by 2pm on a business day for same-day dispatch. Orders placed after this cutoff will be processed the next business day.

For example, an order placed before 2pm on Thursday using Express24 will arrive on Friday, while using Express48 will arrive on Monday. Orders placed after 2pm on Thursday will arrive on Monday with Express24, and on Tuesday with Express48.

Orders of £130 or over receive Free Shipping using Parcelforce Express24 service.

Tracking information will be provided upon dispatch. We only ship and deliver on business days.

While we work closely with our couriers to ensure your parcel is delivered on time, we cannot guarantee that unforeseen issues won't arise during shipping. If your delivery is time-sensitive, please be aware that while 99% of our orders will arrive on time, we cannot guarantee next day delivery. We encourage you to contact us to discuss any particularly urgent needs.

    WHAT DOES “NEXT DAY DELIVERY” MEAN?

    We endeavour to deliver to UK mainland on a next day basis, this is subject to possible external factors. Please note:

    The order cut off time for a next day delivery is 2PM on business days. Next day delivery is only available on working days. Order placed over a weekend will be processed the next business day.

    WHAT IF THERE IS AN ISSUE WITH MY ORDER?

    Please contact Friarwood if you have any issue with your order. Either call us on 020 7736 2628, or email online@friarwood.com

    WHAT IF I AM NOT AT HOME?

    Our couriers will make up to three attempts to deliver your order. After each attempt, they will leave a card. They will also contact you via the email and mobile number provided. If delivery is unsuccessful, the parcel will be held at the courier's local depot for a few days, after which it will be returned to Friarwood if not collected.

    You will receive tracking information via email and SMS, allowing you to monitor your delivery's progress. For added convenience, you have the option to rebook delivery for a more suitable day or instruct the courier to leave the parcel in a safe place of your choosing.

    For local orders we may sometimes use our own drivers. Tracking is not available for these deliveries, but we will reconfirm with you before making a second delivery attempt.

    WHY IS THE TRACKING NOT WORKING?

    Upon dispatch, you'll receive a unique tracking code via email and/or SMS, which you can enter on the carrier website to monitor your delivery's status. Please note that tracking information may take up to 24 hours to update on their system. 

    * In some specific instances, we may choose to deliver your items using our own vehicles. If this option is selected internally or requested, we will inform you and provide a confirmed delivery date

    ** For items that require special handling, such as the Coravin with its gas canister, we may need to use an alternative courier for delivery. We will notify you of any changes and provide detailed tracking information.

    IS IT POSSIBLE TO SEND WINE OUTSIDE OF UK MAINLAND, TO EUROPE, OR INTERNATIONALLY?

    This will be treated on a case per case basis. In some areas, specific rules and exceptions apply. Please contact info@friarwood.com or call us on 020 7736 2628 for any shipment outside of UK mainland.

    *MIX & MATCH WINE CASE DISCOUNTS

    We offer a 5% discount on orders of 6 bottles or more and a 10% discount on orders of 12 bottles or more. Each bottle (75cl) must be priced under £100. Half bottles must be priced under £50 and Magnums under £200.

    The offer applies to Still and Sparkling Wines only. All Bordeaux Wines are excluded from this offer, with limited exceptions.

    TERMS AND CONDITIONS

    These Terms and Conditions apply if you want to purchase products from us or use our website and should be read alongside, and are in addition to, our Privacy Policy and our Cookie Policy.

    Business Name and Contact Details

    Friarwood Fine Wines Limited is a company incorporated in England and Wales (Registration number 09348046), whose Registered Office is 26 New Kings Road, London SW6 4ST and whose VAT number is GB 205 3074 49. Our telephone number is + 44 (0) 207 736 2628 and our main email is info@friarwood.com . Additional contact details can be found under the ‘Contact Us’ tab.

    References to “Friarwood Fine Wines”, “Friarwood”, “we”, “our”, or “us” throughout this website mean Friarwood Fine Wines Limited.

    Copyright

    This website is subject to the copyright ownership of Friarwood Fine Wines Limited and may not be reproduced in any format and in any circumstances without our prior written consent. However, users may download the contents of these pages and store a copy on a temporary basis or reproduce the pages for the sole purpose of understanding our Terms and Conditions.

    Cookies

    We use cookies on our website. To learn more about cookies, how we use them on our site and how to change your cookie settings please view our Cookie Policy. By continuing to use this site without changing your settings, you consent to our use of cookies in accordance with our cookie policy.

    Privacy

    We process information about you in accordance with our Privacy Policy.

    Terms of Use

    Please read these Terms and Conditions carefully. By using this website, or purchasing products from us online, you agree that you have read, understood and accept these Terms and Conditions (as amended by us from time to time). If you do not agree to be bound by the Terms and Conditions of this website, you may not use this site nor place an order with us.

    Terms of Sale

    Creating a Contract to Purchase

    A contract to purchase is only created when we ship your goods to you. You will receive confirmation of your shipment, and therefore of your contract, at that point in time. Placing an order on our website or receiving communications about that order from us do not create a contract to purchase with us. If we do not accept your order, you will receive a phone call or email from us. You will also have rights to cancel your order before and after a contract to purchase is formed in accordance with our Cancellation Policy.

    There are a variety of reasons why we may not accept your order. These may include: the product is no longer in stock; we cannot verify your payment method and obtain authorization; we cannot verify that you are at least 18 years of age or older; we have identified a pricing error or material description error for the product; or we have restrictions on available quantities and want to limit the size of your order.

    Prices

    Our prices are quoted in GBP and include UK duty and VAT unless otherwise expressly noted. The price quoted will be per bottle or per case, as indicated. That price does not include delivery, for which several options are available and at different prices. Please see our section titled “Delivery”.

    While we always endeavour to be accurate, errors sometimes occur, and we reserve the right not to fulfill orders that are priced incorrectly or for which there are limitations in quantity. See the section titled “Creation of Contract to Purchase”.

    Pricing on our website applies only to online orders and according to the terms stipulated. These may differ from the pricing and from the terms stipulated for our other sales channels.

    We reserve the right to withdraw offers, including special promotions, and to alter pricing at any time without notice.

    Substitutions

    We may substitute your order with wine from another vintage or wine with similar tasting notes that is of equal or greater value. If we do, and you are not happy with our selection, you may return it in accordance with our section titled “Substitutions, Spoilage, Cancellations and Refunds”.

    Delivery

    We deliver throughout mainland UK to physical addresses. We cannot accept deliveries to post office boxes. If you are interested in a delivery to another part of the UK, another EU country or to a different part of the world, please contact us for a custom quotation. Full details of our current delivery services including charges, options, and estimated delivery times will be provided to you at checkout. If you would like this information beforehand, please contact us.

    While we make every effort to deliver our orders on time, our delivery dates and the times noted at checkout and in our emails are estimates only and not guarantees. If your delivery is taking longer than estimated, please contact us.

    Delivery times and prices vary according to your selection and options will be provided to you at the time of checkout. We reserve the right to restrict deliveries or to withdraw our delivery services to you in exceptional circumstances.

    For many deliveries, your goods will be repackaged in inflatable wine sleeves.

    Please check your order carefully for missing or damaged items. If you sign for your order without inspecting the goods, it will be assumed that they have been received in good condition. Please keep your delivery note and all packaging until you are satisfied with your order. Please notify us immediately if there are any damaged or missing items.

    If you are unable to receive delivery, and do not rearrange delivery within the requisite time suggested by our delivery service, you will be charged for any further delivery attempts.

    Gift packaging and gift vouchers cannot be sent outside the UK.

    Substitutions, Spoilage, Cancellations and Refunds

    If we have substituted another vintage or a wine of similar tasting notes and price for that which you ordered, and you are not happy with the substitution, please contact us within 14 days of delivery of your order, and we will arrange to pick up the wine (free of charge) and refund your money.

    You may cancel some or all of your order within 14 calendar days of delivery of your order to you. You can either return the goods to us within the next 14 calendar days of cancellation or we will arrange to collect them from you (but the cost of our collection will be borne by you). If you cancel your order and the goods are returned to us in accordance with the foregoing, we will, within the next 14 days, reimburse you the applicable sum paid plus an amount towards your initial delivery costs (which is the amount charged by us for our basic delivery service) less any deduction for any improper handling of the goods by you. You must handle the goods to the same extent and in a similar fashion as you would if you were assessing them in our shop - so, for example, the seals must not be broken and the labels must not be scratched. If you handle the goods inappropriately, we will discount from your refund an amount equal to the value by which the goods have been reduced by your handling.

    If you wish to cancel your order, please contact us in writing (see the section titled “Contact Us”) and provide us with as many details as possible so that we can identify your order. Alternatively, you can use our “Cancellation Form” attached to this website and send it back to us.

    All refunds will be on the same payment method as originally used.

    If you find that any part of your order is corked or otherwise out of condition, and:

    • (i)it is still within the recommended drink date,
    • (ii)within 3 months from the original purchase date from us,
    • (iii)it has been suitably stored by you, and
    • (iv)you have the original bottle and closure,
      then we will arrange to replace the wine with another bottle of the same type of wine or a wine of similar tasting notes and equivalent value to the original price paid or, if you prefer, we will refund you the original price paid. We may require you to return the bottle to us for inspection at your cost. Please note that old wines (more than 10 years old) and fine wines (greater than 50 GBP/bottle) are sold on an “as seen” basis and cannot be cancelled under this policy after 14 days from the date of delivery.

    Payment

    Payment is immediately due upon placing an online order by valid credit or debit card in that person’s name. We accept all major credit cards including American Express, VISA, and MasterCard.

    Photography

    Wine photography on this website is for illustrative purposes and may not be indicative of the bottles you actually receive, especially old wine vintages. All other photographs and photography on this website, unless clearly indicated to the contrary, are subject to the copyright ownership of Friarwood Fine Wines Limited and may not be reproduced in any format and in any circumstances without our prior written consent.

    Security

    All information sent and received over this website uses up-to-date and secure ecommerce software. We continuously implement new security procedures as they become available.

    We will not fulfill any order that fails our checks, or on the advice of our third party payment provider, the issuing bank, or the cardholder. If an attempted order is shown to be fraudulent, we will inform the police.

    Data Protection

    By using this website, you consent to us processing information about you in accordance with our Privacy Policy.

    Amendments to this Website and to these Terms and Conditions

    We may update or amend our Terms and Conditions at any time and from time to time without further notice to you. It is your responsibility to always check these Terms and Conditions before placing an online order with us or before using this website. Changes made by us are effective as soon as they are posted.

    Limitation of Liability

    Access to this website and to its use by you is at your own risk. We accept no liability whatsoever for its use by you including liability for viruses or other contaminants and we recommend that you take all appropriate safeguards such as installing anti-virus software and firewalls before downloading content from this website.