FAQ's
ORDERS
- Will I get confirmation of my order?
As soon as we receive your order, we'll send out confirmation to your email address, this just means we've received your order in our system and we've pre-authorised your payment method ready for your purchase.
If you've not received an email order confirmation, please check your junk/spam folders – sometimes confirmation emails can end up there!
If you still can’t see it there, please contact us at info@vinovault.co.uk
It’s possible that there’s a typo in your contact email address, in which case we can easily rectify this.
- What happens after I receive my order confirmation?
We check with our warehouse or suppliers to make sure that your item(s) are available and can be despatched as soon as possible. If your item(s) are available for shipping (within 5 business days), we'll process the charges and prepare to ship your order.
In the event that your item(s) are unavailable for immediate despatch, we remove the pre-authorisation from your payment method and reach out to you via email or telephone.
- Who do I speak to if there is an issue with my order?
Please contact our Customer Service team as soon as possible who will be happy to assist you. You can email them at info@vinovault.co.uk
- How do I amend/ cancel my order?
If you would like to cancel your order, please contact us immediately at info@vinovault.co.uk or on 0333 050 8663. Your order might be subject to additional fees if you cancel the order after it’s been dispatched. Please include your order number when contacting us. If your order has not yet left the warehouse, we should be able to stop it shipping, and issue you a refund immediately. Please note – when returning a product, it must be returned in ‘as new’ condition, with all components included, in their original packaging. There will be a charge for the return.
DELIVERY
Delivery is completely free to all mainland UK. If you are not on the mainland, contact us for a delivery quote.
We always aim to meet our stated delivery times but unfortunately orders may sometimes be delayed for various reasons that are beyond our control. We will notify you as soon as we are aware of any possible delays on your order. If you are worried about the status of your delivery, please get in touch.
You MUST inspect the condition of your order upon delivery. If you notice that the package has some damages on the outside you must notify the courier and mark it down on the delivery slip.
If an item from your order is damaged YOU MUST notify our Customer Service team WITHIN 24 HOURS of receipt of the delivery.
Different items have different delivery methods, times and prices, depending on size, supplier and whether it is already manufactured or it is manufactured upon order, please refer to the product information or email info@vinovault.co.uk for specific information on delivery times.
PAYMENT
We accept Visa, MasterCard and American Express along with secure express payments via Shopify Pay, Amazon Pay, Paypal and Apple Pay.
When an item is purchased on Vino Vault your card will be charged at the end of the checkout process, if you have any questions you can contact info@vinovault.co.uk.
RETURNS
You may change your mind within 14 days of the Goods (except Bespoke or Personalised Goods) being delivered and receive a full refund. If you cancel once the Goods have been dispatched or delivered, you must return them to us within 14 days of receiving them. You are responsible for the cost of returning any such item(s) to us.
All refunds will be paid within 14 days of the Goods being returned.
In all cases you must ensure that Goods returned to us are in the original packaging and securely packaged.
It is at the discretion of Vino Vault to refuse a refund if the item is returned damaged or not as sold.
Please contact us to discuss the best method to arrange return of the Goods.
YOU MUST inspect the condition of your order upon delivery.
If you notice that the package has some damages on the outside, we kindly ask you to notify the courier and mark it down on the delivery slip.
If an item from your order is damaged YOU MUST notify our Customer Service team WITHIN 24 HOURS of receipt of the delivery by sending an email to info@vinovault.co.uk.
Our Customer Service team will then get in touch to help resolve the issue as soon as possible.
We will pay the costs of return if:
(a) the Goods are faulty or not as described;
(b) you cancel due to us altering the Goods or these Terms;
(c) there is an error in the Good’s pricing or description; or
(d) you have a legal right. In all other circumstances (including where you change your mind) you must pay for the return.
Where Goods are returned due to change of mind we will refund the price paid for the Goods by the method you used for payment
However, we may make reasonable deductions from the price (up to their entire value) to:
(a) compensate us for any damage to the Goods or loss of value caused by your handling them;
(b) meet our collection or return delivery costs. You must ensure that Goods returned to us are in the original packaging and securely packaged.
WINE COOLER FAQ’S
- What is the difference between Freestanding, Integrated and Built in?
A freestanding wine cooler can be placed in any room of your house and potentially office, restaurant, garage or cellar depending on the climate classification.
A built-in wine cooler is designed to be a part of your kitchen, it is front venting and stands on the floor with a grille at the bottom to expel hot air.
An integrated wine cooler fits into an aperture as part of your kitchen design, like many integrated ovens do and is back venting.
With all wine coolers you must ensure the right ventilation is present in the space you wish to place the wine cooler and that you have the space to place it in your allocated spot. We provide diagrams and dimensions on our product pages.