Buying Wine
Are all your wines available on-line?
You will find all our
current offers on the website and can search for just about every wine we are selling. There may be some occasions where a wine is not shown due to its sought after nature. In this case, we suggest you contact our
sales department. If we do not have it in stock, we can either try and source it for you or point you in the right direction.
Do you have a wine list you can send me?
Of course! As well as providing all our
current offers on-line, we also produce a quarterly list of our top wines for drinking and cellaring to keep you up to date with our latest purchases and wines available. If you would like a copy of any of our offers, please give us a call or register on-line to
join our mailing list.
Is there a minimum amount I have to order?
If your order is for immediate delivery, there is no minimum quantity. You can have a single half bottle if that is all you want! If you are ordering wines which are still
en primeur then you will be governed by the case size the wine is available in. When the wine arrives in the UK it may then be available for single bottle delivery, although many fine wines are in their original wooden case and cannot be split.
What does En Primeur mean?
En Primeur is buying wine as a future. The main regions that sell their wines in this fashion are Bordeaux, Burgundy and the Rhône, although many other regions and countries are following suit. The wine is not yet a finished product when you purchase it, which means it is usually the best price you will find it at. En Primeur wines are shipped one to two years after the vintage.
Can I purchase wines still lying aboard on-line?
All such wines which we are offering for sale can be purchased on-line. We have regular offers throughout the year and the wines can be purchased easily on-line as long as stock is available.
Do I need to have an account with you to place an order?
If you have not purchased from Lay & Wheeler before, you will need to register your details with us. This is part of the process when placing an order on-line. If you make a purchase over the phone or by email, we will need to take a billing address and contact telephone number. You can opt in or out of receiving our mailings and email offers at any time.
Can I store my wines with you?
Lay & Wheeler prides itself on providing customers with the highest level of storage for their wine. The Fine Wine Storage Service has been developed to ensure customers and their wine get the highest level of care, regardless of whether it is for drinking or investment.
If my order is a gift, can I send a gift message?
You will have the option of including a gift message when having wine delivered. This message is sent out on a gift card separately to the wine and informs the recipient to expect a delivery shortly.
Delivery Questions
How much do you charge for delivery?
Delivery to mainland UK addresses is free on orders for immediate delivery of over £200. For orders less than £200 delivery is £9.95. All orders regardless of value, for delivery beyond the UK mainland, are subject to a surcharge. A quote will be supplied on request.
For withdrawals from your portfolio, there is a standard charge of £4.99 per case, subject to a minimum of £14.98. Please contact our Customer Reserves Team for a personal quotation for withdrawals of 5 cases or more.
When can I expect my order?
Orders are normally delivered within 7 working days, although extra time should be allowed for deliveries to Scottish Highlands, Islands and Northern Ireland.
What happens if I need to amend my order?
As long as the wine has not left the warehouse, most order details can be changed. If you do need to make any amendments, please contact the sales team as soon as possible.
Can you deliver abroad?
We recommend that you use a company called Seabrook’s Export Services who have specialised in shipping fine wine abroad for over 25 years. Please contact them directly for a quote.
Can my wines be delivered to an alternative address?
Absolutely! When you register with us we ideally need your billing address but if you would like your wine delivered to your work or a neighbour then this option will become available during your order.
What happens if I am out when my wine is delivered?
Deliveries in our hectic lives are invariably difficult to schedule however our carriers are very happy to leave your wine in a safe place or with a neighbour if directed to do so. When placing your order, please let us know if there is somewhere safe the wine can be left. Please be aware that if in the unlikely event your wine is left on your instruction and something happens, you have full liability for replacement. Your wine will not be left if no instructions have been given. If you are out when your wine is delivered, a card will be left for you to contact the carriers and arrange a convenient time for redelivery.
Can I collect my wine?
You can collect your wine from our warehouse, Vinothèque, in Burton upon Trent. Please allow at least three days notice for us to get the wine ready for your collection.
Payment Questions
What payment methods do you accept?
We accept all the major credit cards including Visa, Mastercard, Switch/Maestro and Amex. You can also send us a cheque or make a bank transfer. Please contact the sales team for our bank details. Please also make sure that your customer number is quoted as a reference when paying by cheque or bank transfer as this makes it much quicker to apply the money to your account.
I have an invoice query – who can help?
All your invoices can be viewed on-line however if you need any further clarification please contact the sales team.
I have an account with the Fine Wine Plan - can I change my payment details on-line?
Currently the facility to change your payment details for the Fine Wine Plan on-line is unavailable. Please let us know in writing or give us a call and we can easily amend your details.
Returns
What happens if a bottle is broken on delivery?
If you find that a bottle has broken in transit, it is important to note this on the delivery note. This makes it possible for us to claim damages and speeds up our abilities to get a new bottle sent to you. Any discrepancies must be marked on the delivery sheet including missing bottles and any damage.
What happens if I get a faulty bottle?
As annoying as it is, we understand that it does happen. If you come across a bottle which you believe is corked or faulty please let us know. We can either arrange a credit for that bottle or organise getting a replacement out to you. If the wine has been stored by you for more than 3 months then we will look at possible compensation on a case by case basis. Please let us know any comments you have on any of the wines we offer as your opinion is very important to us and the wines we will offer in future.
How do I make a complaint?
In the first instance, complaints should be addressed to:
Niki Clark,
Lay & Wheeler,
Holton Park,
Holton Saint Mary
CO7 6NN
Account/ Login Questions
I have forgotten my password/Login ID
Please use the password reset link which will automatically generate and send you a new password.
I cannot login even though I have a password?
If you are having problems logging in, please contact our sales team who will be happy to help.
Do I have to login each time I visit your site?
No – you only need to login to place an order or to view your wine reserves. You can browse current offers without any login ID needed.
Fine Wine Trading
I have too much wine in my portfolio – can you help me sell it?
We only offer wines for sale that have been stored in our Customer Reserves in Vinothèque since shipment or wines that have been transferred in at a later date and thoroughly inspected by our trained staff. This ensures that any prospective buyers may purchase with complete confidence, safe in the knowledge that the wines listed have the finest provenance reasonably attainable in the market. If you are looking to sell your wine, please contact Karen Graves in the Fine Wine Trading team who will be happy to discuss your options with you.
Can you guarantee provenance when buying from your Fine Wine List?
As mentioned above, we only sell wines whose provenance we can prove. The majority of our wines have been stored at Vinothèque since shipment. If at any time you are unsure or the wine is particularly rare and old, we can request a condition report from the warehouse.