Frequently Asked Questions
Drinks 21 are young dynamic, family run business who live and breath quality drinks brands. You can read more about us, on our dedicated Our Story page. Our number one priority is great customer service. We hope that you'll be able to find the answer you're looking for in our Frequently Asked Questions below.
What payment methods do you accept?
We accept payment via Debit card, Visa or Mastercard, as well as PayPal. Please ensure that your billing address matches the address your bank holds exactly or we will be unable to verify your card and your order will not be fulfilled.
What is Sagepay 3D Secure?
This is an addtional secutity check that is requested by your bank. In the Sagepay checkout, you will see the 3d Secure window open which is a direct connection to your bank. All our transactions require 3d secure verification, for both your secuirty from fraud and for ours.
Is my privacy assured?
Yes – we take your privacy very seriously and will only use any information you supply to us lawfully and for the purposes of your transaction with us, in accordance with the Data Protection Act 1998. Your details will never be sold or supplied by us to any other companies.
Why do you need my mobile number?
One of the great features of our logistics partner, is that we can send you a confirmation of delivery of planned delivery with a one hour time window. This will come to you via text message, with the ability to rearrange by text if the delivery slot is no longer convenient. If we have any problems with your order or shipping we may contact you via telephone. We will not pass on your telephone number to any third parties apart from our courier company for delivery information.
My order is a gift, what paperwork do you include in the parcel?
We don’t include any billing information with your order. We can also include a personalised gift message with your order, just specify this in the checkout stages. All orders placed online will come with a Drinks21 branded thank you card.
Do you offer a gift wrapping service?
No – unfortunately, we cannot offer this service at present. Our number-one priority is that your bottles arrive unbroken and in perfect condition, so we have to pack all our orders very carefully with that in mind. It is though a service that we plan to add in the future.
What is the minimum order value?
At present we have no minimum order amount.
Can I send my order to a different address?
Yes – just enter the name and address of the person you want us to deliver to in the 'Delivery Details' section when you are placing your order. We will not however permit delivery addresses to be changed after you have placed an order, as this would allow for orders to be fraudulently be re-directed. If you do need to change the delivery address, we would ask you to cancel the order and raise a new order, so that the delivery address can be directly verified by you.
Do you sell gift vouchers?
At present, we do not currently offer gift vouchers. However, all of our products can be sent with a personalised gift message, customisable in the checkout stages and we plan to offer this service shortly.
How much is postage?
Orders for delivery within the UK will incur a delivery charge of £3.00. More details on this and International shipping can be found on our delivery page.
Who will deliver my order?
We use Parcelforce Worldwide to deliver all our orders globally. They provide us a great delivery service and we reflect this onto your experience of shopping with us. Our customer feedback is currently 99% positive. However, we are realsitic to know that sometimes there will be problems, you can be assured that your personal service will resolve such issues for you. Our reviews are testament to this.
Can I request to leave my parcel safe?
Parcels can be left with a neighbour or in a safe place if specifically instructed on the order, but please note that by selecting this option you take responsibility for the parcel should it go missing following delivery.
How long will I have to wait to receive my order?
All orders received Monday-Friday before 10.30am will be dispatched on the same day, with the intent of next working day delivery in mainland UK. For example if you place an order on Monday morning before 10.30am, you order will be dispatched that evening. These orders should be received the next working day, however this is weather permitting, so please monitor your tracking information. Orders received on weekends or public holidays will be processed and shipped on the next working day. For example if you place an order at anytime on a Saturday then we will process it on Monday and it will be delivered on Tuesday. For worldwide postage, next working day delivery is not possible.
Do you offer Next Day / Saturday delivery?
Currently we are unable to provide Next Day delivery, but can offer Saturday or Named Day delivery at your request and for a small addtional delivery fee, which is levied by our carriers.
How can I track my order?
The items you have ordered through us will be despatched to you by courier delivery. You will be sent an email confirmation which will detail your full order and allow you to track your delivery. As soon as you order we're on to it! Naturally when you order you want your item(s) as soon as possible. Order by 11am and we will usually despatch the same day. On average 90% of orders arrive within 48 hours. We do recommend however allowing up to 3-5 working days for your order to arrive.
Can I collect my order?
Being an online business, we currently do not facilitate order collections.
What do I do if my order has not arrived on time?
In the rare event that your order doesn't arrive on time, follow the link in your tracking email to see the online tracking and for the customer service contact number of the courier.
What happens if my parcel is damaged when it arrives?
We send thousands of parcels every year, and only a handful have problems. However, if your parcel is visibly wet or damaged, or shows signs of having been tampered with, you should either sign for it as 'Arrived Damaged' or refuse to sign for it and have it returned to us. You should contact us immediately if this happens.
If you sign for your parcel and subsequently find that something inside is damaged, please take photos of the damaged box and contents before disposing of them and email them to us immediately so that we can arrange a replacement for you.
RETURNS & CANCELLATIONS
How do I return my order?
We want you to be happy with the items you receive from us. However, if you make a purchase from us that you are unhappy with, you have 7 days, from receipt of cancellable goods, to notify us that you wish to cancel your order for any valid reason or exchange an item. You will need to return the items in the original packaging, use a ‘signed for’ delivery method and obtain proof of postage.
We will process a refund of your order payment directly to your payment debit or credit card within 30 days at the very latest. We do reserve the right to charge you £6.50 to cover the cost of getting the products to you on your original order.
How do I cancel my order?
If you change your mind and want to cancel your order, please call us on 08456 805 905 or by email at [email protected] as soon as you can but please note we can only cancel your order before it has been dispatched from our warehouse.
If we are unable to stop the order, then you should refuse to accept the order when it arrives. The courier will then return it to us. As soon as we receive the goods back to our warehouse, we will refund you for the cost of the items. We reserve the right to charge £6.50 to cover the cost of our delivery. The items must be received back to us in perfect, unopened condition.
DISCOUNTS & PROMOTIONS
How do I use an offer/discount code?
To use a valid promotional/discount code you can enter it into the promotional code box on the cart page and click on apply to ensure that your discount has been applied. We only allow one promotion per order and to manage expecations rarely offer discount codes!
What do I do if I forgot to enter my discount code?
Unfortunately once you have placed and confirmed your order we are unable to honour your discount code. This must be entered in while at the check-out before you enter your payment details.
Why won't my offer code work?
It is most likely that your offer code is not working because it has either expired or it is not a valid discount code. We suggest you check you have entered your discount code correctly. Many of our offer codes are also for single use only and will not be valid for a second use.
Can I use 2 offer codes at ones?
While we all agree this would be really nice, unfortunately only one offer is valid at a time. If you do have 2 offers we suggest using the larger discount.
Who are Drinks21?
Established in 2010, Drinks21 is fast becoming a leading online drinks retailer serving hundreds of happy and satisfied customers every week. Young, dynamic and with a 'can-do' attitude, Drinks21 lives and breathes quality drinks brands. Family-owned, and part of the $100m Interbev Group Limited, we source our products globally to bring our customers the finest selection of Champagnes, Malt Whiskies, Cognacs, Wines and other great drinks products. You can read more about us on our dedicated 'About Us' page
How do I contact Drinks21?
We pride ourselves on our exceptional customer feedback won through our dedicated and attentive service. If you have any questions or simply need some guidance for a special gift or for an event, we are available by phone on 08456 805 905, by email at [email protected] or via Live Chat on our website.
How can I find out about jobs at Drinks21?
Unfortunately there are currently no positions available at Drinks21. However, as we continue to grow, there may be a few positions opening in the future, so please check back here again soon.
Are you AWRS Registered?
We are a VAT and AWRS registered company, our details are as follows:
AWRS Number: XGAW00000101752 | VAT Number: GB 102 9315 49 | Company Number: 7447825.
Where are Drinks21 based?
Our head office is situated in Ascot, UK. Our warehouses are based up and down the country, so we can reach you wherever you are in the UK or EU.