Shipping policy

Shillingham Vineyard’s Shipping Policy

Thank you for choosing Shillingham Vineyard! We are delighted to bring the taste of our vineyard directly to your home. Please read our shipping policy carefully to understand how your order will be processed and delivered.

1. Age Verification & Legal Compliance: As a responsible seller of alcoholic beverages, we strictly adhere to UK alcohol licensing laws.

• Purchaser Age: By placing an order with Shillingham Vineyard, you confirm that you are at least 18 years of age.
• Recipient Age: All deliveries of alcohol require a signature from a person who is 18 years of age or older upon delivery. Our delivery partners operate a "Challenge 25" policy, meaning if the recipient appears to be under 25, they will be asked to provide valid photographic ID (such as a passport, driving licence, or PASS-accredited card) to prove they are 18 or over.
• Refusal of Delivery: If valid ID cannot be provided, or if the recipient appears to be intoxicated, the delivery will be refused and returned to us. In such cases, a redelivery fee may apply, or a refund (minus shipping costs) may be issued.

2. Vineyard Pickup (Click & Collect): We are delighted to offer free local pickup directly from the vineyard.

• Collection Window: Monday to Saturday from 15:00 – 18:00 (3:00 PM – 6:00 PM).
• Processing Time: You will receive a "Ready for Pickup" email as soon as your order is packed (usually within 24 hours). Please wait for this notification email before traveling to the vineyard.
• Alternative Times: If our standard collection hours do not work for you, please email us at info@shillingham.com before placing your order, and we will do our best to accommodate you.
• What to Bring: Please bring a copy of your confirmation email (digital or printed) and a valid photo ID matching the order name.

3. Shipping Location:

• We currently ship to addresses within the United Kingdom mainland.
• For deliveries to the Scottish Highlands & Islands, Isle of Man, Channel Islands, Scilly Isles, and Northern Ireland, please note that additional shipping charges and longer delivery times may apply. These will be calculated at checkout.
• At this time, we do not offer international shipping.

4. Order Processing & Dispatch

• Order Processing Time: Orders are typically processed and dispatched within 1-2 business days (Monday to Friday, excluding public holidays) from the time your order is placed.
• Dispatch Days: We typically dispatch orders on weekdays.
• Cut-off Time: Orders placed after 2pm BST on a dispatch day, or on a weekend/public holiday, will be processed on the next available dispatch day.
• Pre-orders: For pre-order items, please refer to the specific product page for estimated dispatch dates. These will be clearly communicated during the purchase process. Your full order will be dispatched once all pre-ordered items are available.
  

5. Delivery Timelines: Once dispatched, our standard delivery times are:

• UK Mainland: 1-2 business days
• Scottish Highlands & Islands, Isle of Man, Channel Islands, Scilly Isles, Northern Ireland: 3-5 business days
• Please note:
  • These are estimated delivery times and are not guaranteed.
  • During peak seasons (e.g., Christmas) or due to unforeseen circumstances (e.g., extreme weather conditions, national strikes), deliveries may take longer. We will always endeavour to keep you informed of any significant delays.
• We cannot be held liable for any delays caused by the courier service.

6. Shipping Costs

• Shipping costs are calculated at checkout based on the weight and volume of your order, and your delivery address.
• We may offer free shipping for orders over a certain value. Any such offers will be clearly advertised on our website.

7. Courier & Tracking

• We partner with DPD and Royal Mail to ensure safe and efficient delivery of your wine.
• Once your order has been dispatched, you will receive a shipping confirmation email containing a tracking number. You can use this number to monitor the progress of your delivery directly with the courier.

8. Packaging

• All our wines are carefully packaged in specially designed, robust, and recyclable wine packaging to prevent breakage during transit.
• We aim to use sustainable packaging materials where possible.

9. Delivery Attempts & Failed Deliveries

• Our courier will typically attempt delivery two times.
• If a delivery attempt is unsuccessful (e.g., no one is available to sign, or age verification cannot be completed), the courier will usually leave a card with instructions on how to rearrange delivery or collect your parcel from a local depot.
• If an order is returned to us due to repeated failed delivery attempts or refusal (e.g., due to age verification failure), a redelivery fee will apply, or a refund may be issued minus the original shipping costs and any return fees incurred by us.

10. Damaged or Missing Items: We take extreme care in packaging your wine, but in the rare event that your order arrives damaged or with missing items, please follow these steps:

• Refuse delivery if the damage is evident upon arrival.
•  If you accept the delivery but discover damage upon opening, please notify us within 24 hours of receipt by emailing info@shillingham.com or calling 01752849096.
• Please provide your order number, a clear description of the damage, and photographs of the damaged bottles and packaging (both internal and external).
• We will assess your claim and arrange for a replacement or a refund for the damaged items. Please do not return damaged bottles without prior instruction from us.

11. Returns & Refunds: Please refer to our separate Returns Policy for information on returning items and our refund process.

12. Contact Us: If you have any questions or concerns regarding your order or our shipping policy, please do not hesitate to contact us:

• Email: info@shillingham.com
• Phone: 017528 49096

We appreciate your business and look forward to delivering our exceptional wines to you.