Delivery Services, Charges and Return
All deliveries for UK mainland charges is £9.99 by consignment. Free local delivery within 10 miles radius of LE14 2TD
Our standard deliveries are made during normal business hours Monday to Friday; to ensure prompt delivery someone must be present to sign for the parcel.
After processing, (which may be subject to delay if we are out of stock of any items ordered, in which case we will notify you), all orders are dispatched using our inbound delivery service to most mainland destinations in the UK and 72 hours to outlying areas of the UK. For international orders, delivery times vary depending on location. Delivery charges are calculated based on the weight of the product and the destination address (please email us, or give us a call before any orders are placed on the website as many factors are required before we can give you a quote for international shipping).
Next day delivery is available for UK orders placed before the cut-off time specified on the delivery charges section; these orders will be processed for delivery on the next working day after the order is placed (depending on stock availability). Orders placed after the cut-off time on any working day will be processed and dispatched on the following working day and should arrive on the next working day after that.
While we strive to achieve specified delivery dates given to us we cannot accept liability for late delivery if caused by circumstances outside of our reasonable control. Where an order is time-critical, we ask that you ensure you place your order in good time to avoid disappointment.
In the unlikely event that a specified delivery date is not achieved and the order is delivered later the same day or on the next working day, a partial refund will be made calculated as the difference between our standard next day delivery charge and that charged at the time of placing the order.
Punctuality of Delivery
Please note that we are unable to guarantee the punctuality of service provided by our delivery agents, particularly during spells of difficult weather conditions. If your shipment is delivered unacceptably late after having been collected from us on time by our agent we will try to secure a refund where appropriate.
We take pride in packing your order to ensure that it arrives in perfect condition. Unfortunately, there are times when parcels incur damage while in transit. If a parcel shows clear signs of damage or leakage at the time of delivery we ask that you refuse the parcel. Just ask that the courier returns the consignment to sender.
Additional Charges and Conditions
Orders for Northern Ireland, Channel Islands, Isle of Man, Isle of Scilly, Isle of Wight are liable to incur a surcharge per item for each consignment, as they are weight dependent.
By accepting our terms and conditions, you agree to these additional charges where applicable to your order.
We are happy to delivery your order to an address that is different to your normal billing address. To do this, simply enter the desired delivery address during the checkout process. We can also deliver your order to your permanent place of employment as long as there is someone who is able to receive and sign for the delivery on your behalf.
Orders with Post Box Numbers as delivery addresses will not be dispatched and processing will be delayed while we contact you for a valid delivery address.
Due to differing rules imposed by couriers and local legislative bodies regarding the national shipment of alcohol, please note that the following restrictions apply to our deliveries.
1. British Forces Post Office (BFPO) – No products may be sent to a BFPO address.
2. You can arrange to have your wine delivered to any UK address (excluding the Channel Islands, Isle of Scilly, Isle of Man and Isle of Wight).
3. Channel Islands, Isle of Man, Isle of Scilly, Isle of Wight and Northern Ireland - Orders must not exceed 5 liters of liquid and Express delivery is not available to these areas and will incur a surcharge.
4. Highlands & Islands of Scotland, which have the following postcodes will incur a surcharge //
AB37 to 38 - AB41 to 56 - IV1 to 63 – PA20 to 76 – PH15 to 50 – KW1 to 17 – FK19 to 21 – ZE1 to 3 – HS1 to 9 – KA27 to 28
We want you to be one hundred per cent happy with your order and it is our aim to ensure that all products supplied to all customers arrive in perfect condition. You have the right to cancel your order at any time without being charged for the goods ordered (other than for those products that have been specified as non-returnable).
If you have received your order and are unhappy with any of the products ordered we will happily refund your money or exchange the products provided that you inform us of your intention to return the products within 7 working days from the date of your order being delivered. However, we will only reimburse the cost of returning items where they were delivered in error or the items were damaged or defective.
Any products must be returned to us in good condition and in the original packaging. All refunds will be paid within 30 days of the date that you notified us of your intention to return the product(s).
You are responsible for the cost of returning products to us unless the items being returned were delivered in error or the items were damaged or defective. You are also responsible for insuring all returns as we might claim against you should damages be sustained.
Please return all items to the following address:
Terra Wines Limited, The Magpies, Eye Kettleby Drive, Eye Kettleby, Melton Mowbray LE14 2TD
For all returns, please follow the following instructions to ensure that the products are received in perfect condition and your returns can be processed quickly:
1. Return a copy of your invoice to us with the items that you are returning highlighted. Please note the quantity and reason(s) for return against each item on your invoice.
2. Pack and seal your return securely, in the original packaging, and include the completed invoice.
3. Affix your return shipping label to the packaging. Make sure no other address labels are shown.
All private customers (i.e. those customers who are not purchasing either wholly or in part for business use) have a right to cancel an order (“contract”) in which they purchase merchandise (“products”) from us or withdraw their offer to purchase the Product(s) as applicable, at any time up to 7 working days from the date of your order being delivered (“The Cancellation Period”) unless the order includes products that have been specified as being non-returnable.
To cancel your order you must inform us in writing before the expiry of the cancellation period. If you have already taken delivery of the order you should return the product(s) to us. Unless the items being returned were delivered in error or the items were damaged or defective, you will be liable for the full cost of returning the product(s) and will be responsible for any damage to the product(s) until we acknowledge receipt of the products. As such, you should ensure that the product(s) are adequately insured. You have a legal responsibility to keep the product(s) in your possession and to take reasonable care of the products until you return them to us. Should the product(s) show signs of damage or tampering we may have a right against you for compensation. We retain the right to arrange for collection of the product(s) at your cost in the event that you have not returned the product(s) within 30 days of your notice of cancellation.
Changes to your Order
Should you wish to amend your order you are able to do so if you have not received an email from us confirming that your order has been processed.
To change your order, please refer to the Order Related Queries in the Help and Support section.
If the parcel clearly shows signs of damage or leakage at the time of delivery it should not be accepted. Please ask the courier to return the consignment back to sender.
We want all our customers to receive their orders in perfect condition so if you think there is a fault with an item you have received, please let us know straight away by contacting our Customer Care Team. We will aim to resolve any issue with a faulty item as quickly as possible but we need you to tell us as soon as you discover the fault so we can resolve the issue for you.
Please be aware that to ensure safe delivery
Decanter stoppers or other small items may be packed individually within your parcel,
In the very unlikely event of any damage please contact our Customer Care Team and include as much information as possible. We also require photographs of any damage including all the packaging for insurance purposes.
1. Photographs showing the detail of the damage or faulty items. We also need a picture that clearly shows the seal intact on the damaged or broken bottle.
2. Please retain the product, box and all packaging until instructed by us.
If you have received an incorrect product, let us know straight away by calling us on 07814747330
In the unlikely event that goods are misplaced on their way to you, The Ministry of Drinks will ensure a replacement is sent directly to you, if available.
All discrepancies with the contents of your order must be reported to Terra Wines Limited on 07814747330 within 48 hours of receipt of your order.
Where a replacement item is not available due to it being discontinued or the original item being a “limited edition” we will reimburse your for the full cost of the item only. No compensation will be paid.