GENERAL

Who are Vinopic Wines?

Vinopic Wines is a new UK online wine retailer with a difference. We are a British company that sells expert-selected, outstanding wines online using a unique, expert-driven quality scoring system.

We aim to revolutionise the way consumers engage with wine at point of purchase and believe we are the closest anyone has ever got to 'cracking the code' to successful wine buying.

Why should I buy my wines from Vinopic Wines?

Any wine you select from Vinopic Wines will be outstanding because we guarantee that it is well-made and tastes superb.

We are the world's first - and only - wine retailer with leading experts who systematically taste and scientifically analyse every wine we sell.

We then rate them using our unique Vinopic Score for overall quality (displayed in our red seal as a number out of 100) so that you can easily select outstanding wines with confidence - wines we love ourelves!

Vinopic Wines is the only wine retailer to take such an in-depth and rigorous approach to selecting the best wines to sell.

Do you have a shop?

No, we do not operate a physical shop. We sell our wines online so they are available 24 hours a day 7 days a week, across the whole of the UK. The availability of a next day delivery service to your door makes shopping for wine online more convenient.

What is the Vinopic Score?

The Vinopic Score is our unique expert-driven wine quality score. Every wine we sell has been approved and scored for quality.

First, our Master of Wine, Rosemary George, tastes and rates every single wine for how superb it tastes. If, and only if, she approves, our scientist and wine expert, Roger Corder, then analyses and rates the wine to see how well-made it is.

Their ratings add up to the Vinopic Score. The higher this unique Score, the better the wine!

Who is Rosemary George MW?

We’re delighted to have Rosemary in our team because her knowledge and understanding of wine is second to none. She’s our tasting expert (and we think she’s the best there is!).

Rosemary is a Master of Wine and her experience and dedication is widely acclaimed. She has been tasting wines professionally for forty years and is one of the UK’s most respected wine critics.

Every wine on sale here has been approved by Rosemary. She systematically tastes, reviews and rates each one - no other wine retailer offers this from a Master of Wine.

Who is Roger Corder? 

Roger is an integral part of our team because his objective scientific analyses of all the wines sold here is essential to help you enjoy a well-made wine every time.

Roger is a leading scientist and renowned wine expert who has spent over a decade researching factors that affect wine quality.

This research focuses on key quality indicators in wine that show how well-made the wine is: it comes down to the skill of the winemaker in turning quality grapes into an outstanding wine.

I have a problem and need to contact Vinopic Wines. What are the contact details? 

We’re sorry to hear you are experiencing difficulties. We would suggest looking through this list of frequently asked questions to see if any of these answers your question. We’ve tried to cover off most issues.

If your issue is not addressed here, then please contact Customer Care by email at care@vinopic.com or by phone during office hours, Monday to Friday, on 0208 123 0609.

Can I get help from your experts?

Our experts, Rosemary George Master of Wine and Roger Corder scientist and wine expert, provide all their expertise and knowledge in our online webstore. However, if you are looking for something additional to this then please contact Customer Care by phone during office hours, Monday to Friday, on 0208 123 0609.

Do you have a wine club?

Unfortunately, we do not currently operate a wine club. However, if you would like to take regular supplies of outstanding wines without the need to come to our online webstore, then we will be happy to process this for you on the schedule we agree and for the wines of your preference. Please call us on 0208 123 0609 and we will create a bespoke offer for you.

Do you organise wine tasting events?

Yes we do organise wine tasting events and these get offered to our account holders and newsletter subscribers. It’s free to hold an account with us so if you’re interested in wine tastings then we would recommend creating an account today.

Do you organise corporate wine tasting events?

Yes we do and these are planned on a case by case basis subject to the requirements of the company. Please contact Corporate Tastings by phone during office hours, Monday to Friday, on 0208 123 0609. We’re looking forward to hear from you.

Do you cater for events or receptions?

Yes we can offer our outstanding wines to you to be served at events or receptions. We would suggest that you first browse our online webstore and identify the wines that may interest you. Please then send an email to catering@vinopic.com with the wines, indicative quantities, date when the wines are required and location for delivery. We will then email you a quotation for the supply of these outstanding wines.

WINES

Are your wines different?

Yes our wines are different in the ways that are important. We have gone to great efforts to select an unsurpassable range of outstanding wines. We consider them to be the best because they have been approved and scored for how superb they taste and how well-made they are (two key areas of wine quality). This is carried out by two highly respected wine experts.

First, our Master of Wine, Rosemary George, tastes and rates every single wine. If, and only if, she approves, our scientist and wine expert, Roger Corder, then analyses and rates the wine to see how well-made it is.

How do your wines differ from what's on offer at my local supermarket?

We are unable to make a comparison without knowing what a specific retailer has on offer. However, too many of the wines offered on sale in the UK would be better called alcoholic grape juice rather than wine. We guarantee you outstanding wines; real wines and not something of a lower quality.

Why do you go through such a rigorous selection process?

We feel there is too much guesswork in having to choose from such a large selection of wines available today and with so much variation in quality.

How can you compare wines without turning to price? How can you judge quality without detailed research into the wine? How do you really know exactly what’s inside a bottle? How can you be sure you’ll choose a wine guaranteed to impress?

It can be hard to see beyond a wall of wine labels these days. We wanted a more reliable and objective way of identifying wines that taste special and are well-made. So our rigorous selection process and our unique Vinopic Score ensures you can enjoy an outstanding wine every time.

I want to see all the wines you have on offer, how do I do this?

It’s simple. Click “Browse Wines” in the navigation bar that runs across the top of your screen under our logo. This will return you search results for the full selection of outstanding wines. You can sort these results by using the “Sort By:” criteria above the results.

Are your wines organic or biodynamic?

Some of our outstanding wines are organic or biodynamic. This will be stated in the name of the wine. However, it is not a prerequisite for a wine to be organic or biodynamic to be featured at Vinopic Wines. Organic or biodynamic are very broad certifications that say nothing about the pleasure from drinking the wine or how well-made the wine is. This is our expert-driven quality focus.

ORDERING

Can I order 1 bottle of wine?

Yes, you are able to buy 1 bottle of wine. You are able to order any amount between 1 and 6 bottles of wine. After 6 bottles, order amounts increase in multiples of 6 bottles. 

However, when ordering less than 6 bottles of wine there is a surcharge for handling and packaging smaller orders of £9.99. To avoid this surcharge, please order a minimum of 6 bottles.

Can I mix my own case of wines?

Yes we offer this service as we recognise every wine lover has their specific wishes. So browse through our catalogue of outstanding wines and add bottles to your basket. When you have completed your shopping, then go through to the Shopping Basket page and proceed to checkout with your own mixed case of wines.

I want my wines tomorrow, is this possible?

Yes you can buy your wines today and enjoy them tomorrow as long as you order before 12:30pm on Monday to Thursday and you do not live in an out-of-area postcode. Please make sure to select a "Next working day" delivery service if you want your wines next day. 

If you order before 12:30pm on a Friday then you can still have your wines next day by selecting the “Following Saturday” delivery service.

If you place your order after 12:30pm on a Friday and before 12:30pm on a Monday, the soonest you can have your wines is on Tuesday morning by selecting the “Next working pre noon” delivery service.

Do the bottle prices include VAT?

Yes all prices you see in our online webstore are the all-inclusive price you will pay for the bottle of wine.

How many bottles are in a case?

Pre-mixed cases contain either 6 or 12 bottles and this is specified to the left of the price of the pre-mixed case. When creating your own case we would recommend creating a case of a minimum of 6 bottles to avoid the surcharge on less than 6 bottles. Once you reach 6 bottles you are then required to order in multiples of 6, such as 12, 18, 24, etc.

I would like to try your wines but am unsure which wines to buy, what should I do?

We’ve prepared a range of pre-mixed cases to help you make a quick and easy selection. Just look through the cases on offer and hopefully one will meet your fancy. If you find nothing you like then drop us an email on advice@vinopic.com or call us on 0208 123 0609 and we will guide you to an outstanding selection.

I have chosen my wines and am trying to checkout and pay for them but it’s not clear how to progress. What should I do?

To checkout and pay for your wines from the Shopping Basket there is a Proceed to Checkout button. If this does not show clearly then it is most likely that you have more than 6 bottles in your basket but not as a multiple of 6. There should be a message at the top of your Shopping Basket page stating the number of bottles remaining to be able to checkout.

If you experience further difficulties, then please call Customer Care on 0208 123 0609 during office hours, Monday to Friday.

I have received a discount code and am trying to use it but it is saying that it is not valid, why is this?

Please check the Terms and Conditions relating to your specific discount code carefully. There are usually restrictions such as the number of times you can use the discount code or the total value of your basket before the discount code can be applied. Please check you have met all the terms and conditions.

If you experience further difficulties, then please call Customer Care on 0208 123 0609 during office hours, Monday to Friday.

Do you sell wine accessories?

No, we currently sell outstanding wines only and no wine accessories.

Do I get a refund for a faulty bottle?

If you have received a wine bottle that is broken then please contact Customer Care by phone during office hours, Monday to Friday, on 0208 123 0609 for a refund to be arranged on the broken bottle. We may need to collect the broken bottle so please do not dispose of it until you have spoken to Customer Care who will advise of the right steps to take. We would like to apologise in advance for any inconvenience caused.

If you believe the wine to be faulty in another way, such as cork taint, please contact Customer Care by phone during office hours, Monday to Friday, on 0208 123 0609 to discuss the fault. Once again, we may need to collect the bottle so please do not dispose of it until you have spoken to Customer Care who will advise of the right steps to take.

PAYMENT

What methods can I use to pay for my wines?

At present, we accept payment by debit or credit card.

What type of debit or credit cards do you accept?

Currently we accept payment by Visa, Mastercard, Maestro, Visa Debit or Visa Electron.

Do you charge for debit or credit card payments?

No we do not. You are free to use any of the above card types free of charge.

Are there any hidden charges I should know about?

No, there are no hidden charges. You will be asked to pay for just your wine and delivery, unless you qualify for free delivery.

Do you accept PayPal?

Unfortunately, we do not currently accept PayPal. This is due to the high fees they charge us for processing your payment. We do not wish to have to levy a payment handling fee onto your transaction, so we do not accept PayPal at this time.

Do you accept American Express?

Unfortunately, we do not currently accept American Express. This is due to the excessively high fees they charge us for processing your payment. We do not wish to have to levy a large payment handling fee onto your transaction, so we do not accept American Express at this time. However, we do take most other major UK debit and credit cards.

Do the bottle prices include VAT?

Yes all prices you see in our online webstore are the all-inclusive price you will pay for the bottle of wine.

Is it safe for me to finalise my order and provide my debit or credit card details on your online webstore?

Shopping with Vinopic Wines is completely secure; we have taken the maximum precaution to make the payment process as secure as possible. All items relating to your payment are handled and transacted via Sage Pay, the UK’s leading independent payment services provider, processing millions of secure payments each month for over 30,000 businesses.

Sage Pay is audited annually under the Payment Card Industry Data Security Standards (PCI DSS) and is a fully approved Level 1 payment services provider, which is the highest level of security compliance. Please refer to the Security clause in our Terms & Conditions for further information on this.

I would like to finalise my order but would not like to provide my debit or credit card details over the internet, is there an alternative?

In instances where you would like to complete payment over the phone, then this service is available. Please make sure you are able to process your order during office hours, Monday to Friday. When you have chosen the wines you would like to order, kindly call Customer Care on 0208 123 0609. They will process the order for you and take payment over the phone. Please make sure you have your order details and a suitable debit or credit card available at the time of calling us.

I am entering the correct card details but my card is being declined, why is this?

We have done all we can to make your transaction as safe as possible. We want to make sure that the debit or credit card is being used by its true owner. Hence, our payment provider and merchant bank run some immediate checks to protect both you and us from fraudulent transactions. Something is failing the security checks and it can be one of a number of reasons. 

Please call Customer Care on 0208 123 0609 during office hours, Monday to Friday, so that they can advise the best way to finalise payment and complete your order. We would like to apologise in advance for any inconvenience caused.

DELIVERY

Where do you deliver?

We deliver throughout all of the United Kingdom including Northern Ireland, the Highlands, Scottish Islands and the Scilly Isles, and other out-of-area postcodes.

Do you offer free delivery and how do I qualify?

Yes we offer free delivery on all orders of wines worth £100 or more, as long as you do not live in an out-of-area postcode. Please refer to our Terms & Conditions for further details on other free delivery services.

Do you offer same day delivery?

No, the soonest you can get your wine is early next morning by ordering before 12:30pm and by selecting the “Next working day pre 09:00” delivery service. Please refer to our Terms & Conditions for further details on the different delivery services.

I want my wines tomorrow, is this possible?

Yes you can buy your wines today and enjoy them tomorrow as long as you order before 12:30pm on Monday to Thursday and you do not live in an out-of-area postcode. Please make sure to select a "Next working day" delivery service if you want your wines next day. 

If you order before 12:30pm on a Friday then you can still have your wines next day by selecting the “Following Saturday” delivery service.

If you place your order after 12:30pm on a Friday and before 12:30pm on a Monday, the soonest you can have your wines is on Tuesday early morning by selecting the “Next working day 09:00” delivery service.

Who will deliver my wines?

Your wines will be carefully delivered by our trusted courier company City Link, one of the UK’s leading courier service companies.

Can I find out if my wines are already on their way to me?

When your order is booked onto our courier company's system, you will receive an email from City Link with tracking information for your order. Please follow the instructions on this email to track the progress of the delivery of your wines.

I have placed my order and I would like to change the delivery address, is this possible?

It may be possible depending when the order was placed and whether it has been processed already. Please sign in to your account immediately and select My Orders in the My Account menu to the right of your screen.

If the order status is Pending or Processing then it may still be possible to change your address. Please call Customer Care immediately on 0208 123 0609 during office hours, Monday to Friday, making sure to have your full order details available at the time you call.

For any time other than office hours during weekdays, then please send an email to Customer Care immediately on care@vinopic.com with the subject title stating “Urgent – Change of delivery address”.

Please make sure to email from the same email address that is linked to the order as we will be unable to take instructions from another email address. Please also make sure to quote the order number as well as full details of the new delivery address. In both instances, we will do our best to change the delivery address but can make no guarantees that this will be possible.

If the order status for your order is Complete, then unfortunately it will not be possible to change the delivery address.

If you have checked out as a Guest, you will first need to register with the same email address provided at the time of this order. Your order will then form part of your newly created account and you can follow the same steps as above, checking the status of your order first.

I am waiting for my wines but need to leave the delivery address and cannot wait any longer. What should I do?

You can arrange for your wines to be signed for by a neighbour. If this is the case, then please leave detailed instructions in a clearly visible location (such as a note taped to your doorbell) and the driver should hopefully get the instruction and deliver it to your neighbour. If this is not possible, then they will leave you a note with clear instructions on how to arrange a redelivery for a different date.

I missed my delivery and found a card through my door. What should I do next?

If you missed your delivery and found a card then our courier company has already tried to deliver but you were not available to sign for your wine, nor were any of your neighbours available to take the wine on your behalf. You will now need to book a redelivery.

Please follow the instructions on the card to do this; online via their website or over the phone using the number they provide. In some areas, they will also allow the option for you to collect from your local depot if that works better for you. Once again, please follow the instructions on the card to arrange redelivery or collection.

I missed my delivery. Will I need to pay for redelivery?

You’re in luck if this is the first time you missed your delivery and you will not need to pay for redelivery. If you miss your delivery and you receive a card with instructions for redelivery, then follow the instructions for free redelivery. Please make sure to be there next time round as another redelivery will come at a cost, depending on the amount of wine in your order.

I should have received my delivery today but it has not arrived. What should I do?

Firstly, please double check that you have the right date and that you should really be receiving your wines today. Next working day does not always mean tomorrow if you order on a weekday after 12:30pm or on the weekend. If your wine has been despatched from our warehouse then you will have received an email from the courier company. If this email has not been sent then the wine has not left us yet.

If you are sure you should be receiving your wines today and if you have selected a timed delivery service, then please make sure that the time window you were given at the time of ordering and as quoted on your order confirmation email has passed. The driver may have got stuck in traffic, so please allow for a margin of time outside the immediate delivery before raising this as an issue with us.

If you have not selected a timed delivery service, then your delivery may arrive anytime between 07:00 and 19:00. Once again, the driver may have got stuck in traffic, so please allow for a margin of time outside the immediate delivery before raising this as an issue with us.

If the time is sufficiently passed the delivery window or the full day, whichever is appropriate for your delivery service, then please track your order using the details provided in the email sent to you by City Link when your order was booked onto our courier company's system. As an alternative, please call them directly on 01372 745 888 with the details of your delivery and they should be able to clarify the issue at hand.

If you are still having problems with the delivery of your order then please contact Customer Care by email at care@vinopic.com or by phone during office hours, Monday to Friday, on 0208 123 0609.

Can I collect my order?

Unfortunately, we currently do not offer a collection service for our customers. We do offer both next day and free delivery services to make this easier for you. Please refer to our Terms & Conditions for further details on the different delivery services.

My wines have arrived and a bottle is broken, what should I do?

We’re sorry to hear that your wines have not arrived in the perfect condition in which they left our warehouse. We use special boxes that give added protection to your wines whilst in transit to you. Please contact Customer Care by phone during office hours, Monday to Friday, on 0208 123 0609 for a refund to be arranged on the broken bottle. 

We may need to collect the broken bottle so please do not dispose of it until you have spoken to Customer Care who will advise of the right steps to take. We would like to apologise in advance for any inconvenience caused.

I am experiencing problems with my delivery, what should I do?

We do our utmost to make sure your delivery reaches you on time and at the correct address. However, in the unlikely event you experience any delivery problems, please contact Customer Care by email at care@vinopic.com or by phone during office hours, Monday to Friday, on 0208 123 0609.

You can also reach our courier company, City Link's customer services by calling them on 01372 745 888.