Frequently Asked Questions
Ordering from kwmwine.com is very simple, safe and secure and you can shop online without logging in or needing to register. Below we have tried to answer some of the questions we are most commonly asked, however if you have a question that we have not covered please do not hesitate to email us . Most enquiries are responded to within 3 hours. You can also call us on 028 4176 2400.
Answers to your questions:
Can I shop at kwmwine.com without logging in or registering?
Yes. You can browse, add products to your basket and buy from the website without logging in or registering
Where is kwmwine.com located?
Kwmwine.com is the website of KWM Wines & Spirits, which is based at 38 Greencastle Street, Kilkeel, Co. Down. Northern Ireland.
Making a Purchase
Could not be easier. Just browse and click on any items you wish to add to the shopping trolley. After you have finished, click on "checkout" to complete your details. As a seller of fine wines and wine-related products, we are committed to providing you with the best online service and experience as well as best products. You will receive the same high level of service using the web as with our 'traditional' Home Delivery Service. Buy your wines online, by mail, or by telephone (for telephone orders, please call Monday-Saturday 9.30am - 5.30pm)
1. Browse through the web site and choose the items or gifts that you wish to purchase.
2. Select the product and decide how many you want of that product. Enter the number in the box provided
3. Click "Add" and your product will be added to your shopping basket. Please note that you have not purchased the product at this point and you can remove the item from your basket at any time
4. Continue shopping (adding more items to your basket) or, if you have finished and wish to pay, click "Checkout"
5. You will arrive at the checkout page where you will be asked to check your order. You can still change products at this point if you wish. If your order is correct, proceed to the secure checkout by pressing the 'Send Order' button
6. You are now transported to a secure location. This is where we collect a few details about you - your name, address, and telephone number and payment details (we accept Amex, Visa, Mastercard, Delta, Switch and cheques). This only takes a few seconds and all this information is confidential. You will be asked to enter your personal message and the delivery address. Then simply hit "Send Order" to complete
7. You will be sent an email confirming your transaction and your order will be sent to the warehouse for processing and delivery. If you realize you have made a mistake, do not panic, simply telephone 028 4176 2400 and we will amend the problem
Is it safe to give my credit/debit card details online?
Transactions made on line are much more secure than using your card over the phone or making payments in a restaurant or shop where you can lose sight of the card. When you use your card to place an order with us the details are encrypted with 128 bit encryption which makes the transaction totally secure. When you reach the point in your order where credit card details are required look for the 'padlock symbol' in the bottom corner of your browser which indicates your transaction is not viewable by any unauthorized parties. Any misappropriation of your card by a third party is covered by your credit card company under the European Distance Selling Regulations 2000. They are bound to repay to you any misused credit card under these terms. Please refer to our Privacy & Security policy (link)
What payment methods do you accept?
We are happy to accept payment by Switch and Maestro debit cards, Delta, Solo, Visa, MasterCard and American Express
Can I pay by cheque?
Yes. After requesting your goods by telephone or email, please send a cheque, payable to "KWM Wines & Spirits" to KWM Wines & Spirits, 38 Greencastle Street, Kilkeel, Co. Down N. Ireland, BT34 4BH. The order will be dispatched once your cheque has cleared for payment (please allow 5 working days for this)
What currency will I be charged in?
All orders placed with kwmwine.com are charged in GBP Sterling
How much do you charge for delivery?
Please click here for our Delivery Statement detailing full terms and conditions, surcharges and delivery times
Is there a minimum quantity I must order?
Most definitely not! We can send you quantities from one bottle to multiples cases. You are free to buy as much or as little as you like.
Will you deliver to my area?
We deliver to addresses throughout Mainland UK, Scottish Highlands, Islands, Isle of Man, Northern Ireland and The Republic of Ireland. Currenetly we do not deliver to the European mainland or worldwide. For more details on our delivery policy please see the Delivery Statement
When can I expect delivery to be made?
We operate a 48 Hour delivery service for all orders received before 12pm, Monday through to Friday. Please use the tracking information in your email receipt to follow the progress of your order. If you have not received your order within 72 hours please give us a call on 028 4176 2400. Some orders may take longer due to stock arrangements, however we will endeavour to inform you as soon as possible if there will be any delays and what the ETA will be.
BE ADVISED THAT MIS-SORTS CAN OCCASIONALLY HAPPEN WHEN ITEMS ARE MIS-SORTED BY CARRIER DEPOTS. TO AVOID DISAPPOINTMENT PLEASE SEND BIRTHDAY GIFTS, ETC. AHEAD OF TIME TO ALLOW FOR POSSIBLE ACCIDENTS THAT CAN OCCUR WHEN ITEMS LEAVE OUR SHOP
We do not currently offer a delivery service outside of the UK and Ireland
If I place an order how will I know you got it?
When your order is sent you will receive an immediate thank you confirmation message from our server confirming receipt of your order. Normally dispatch will be within the next working day from when you placed the order. If there is a delay or we need more information we will contact you to let you know what is happening with your order
An error message was displayed when placing my order - have you received it?
Please telephone 028 4176 2400 or email to check that we have received your order
What happens if I am out when my order is delivered?
If you miss the first delivery attempt, the driver will leave a card and will return the next day. To avoid this problem:
- Let us know what your preferred delivery day is - Have the parcel delivered to your work address - Let us know if it can be left with a neighbour - Request the goods to be held at your local depot so that you can pick them up at your own convenience. Alternatively, you may authorize the courier to leave the order in a designated safe place. There is a textbox in the shopping Checkout area of the website where "Special Delivery Instructions" can be left should no one be at home to meet the courier. Let us know if you want the courier to leave your order in a certain spot (e.g. at the back door or in a shed etc). IMPORTANT : if a request is made for wine to be left unattended, kwmwine.com cannot be held responsible if the wine goes missing after the courier has delivered it
What if the wine is broken?
Please inform the carriers of any breakages or shortages at the time of delivery. Claims for these are required by post, fax or e-mail within 24 hours of delivery. We will refund or replace all genuine claims for breakages
How do I know my order has been received and is being processed?
We will send an automatic confirmation of receipt of your order by email. This serves as a full VAT invoice for the wines and delivery. No financial details will be included with the wines when they are delivered, whether they are delivered to billing address or other addresses.
Please note: our confirmation email is AUTOMATICALLY GENERATED. Occasionally, certain servers filter it out as 'spam' and ban it. If you do not receive a confirmation email, please let and know and we will send one manually
Does kwmwine.com offer refunds?
If you receive the wrong wine in your order we will replace your bottle and reimburse any delivery costs you incur. We will not refund a purchase because you didn't like the wine. Please contact us as soon as possible if your order experiences bottle damage or your wine is corked. We may request the return of the damaged product before a refund is given so that we can make an assessment as well
Faulty goods - what should I do?
On the rare occasions a wine is corked or faulty we will gladly offer a replacement or credit on the return of the bottle in question. We will replace or credit any faulty bottle or unopened wine with which you are unhappy. Please telephone or email us as soon as possible. We will then refund you the cost of the bottle upon its return to the shop
I don't like what I ordered - can I return it?
If the product is not faulty and it is simply a case of taste, we cannot provide a refund. Where a wine is not to your personal taste one of our experienced advisers will be happy to offer an alternative choice to replace any wines returned and issue a credit receipt. If you wish to return the goods to us to exchange for alternative goods of the same value (or greater value at your expense), you will be responsible for the necessary delivery charges
How do I cancel an order I placed?
Cancelled orders yet to be dispatched
You can cancel your order by emailing our Customer Services on email@example.com and quoting any necessary details. These orders will be cancelled and a full refund given
Cancelled orders already dispatched
Customers have a "cooling-off period'" of seven working days, after receipt of the goods, during which they may cancel the order for any reason. All returns are made by the customer at their own expense. Orders which have entered our dispatch process or have been dispatched can be cancelled by sending an email with details of your order to firstname.lastname@example.org These orders will be provided with a full refund less all courier charges
I'm organizing an event - can you help with the alcohol?!
Yes we can. We have a great range of quality wines, fizz & spirits to boost the party and would be delighted to cater for your needs. Please go to our web form where you can fill in some details so we can get back to you. Alternatively, please email us your requirements or call us direct on 028 4176 2400. Please give us as much notice as possible especially for big orders. Please Click Here for more details
What are the opening hours of our shop?
We are open from 9.30am to 10pm Monday to Saturday and 12pm to 9pm on Sunday.
Can you help me find wines not listed on your site?
Yes, we can try! We are happy to deal with customers' requests and are happy to assist in tracking down hard-to-find wines. Just drop us an email and we'll let you know what we can do, as we have access to many key distributors and contacts in the industry. We can at the very least point you in the right direction
Do you offer Account Facilities?
At the present time, we do not offer account facilities. However, we are keen to do business with you, so please contact us to discuss your requirements
How does kwmwine.com protect my Privacy?