FAQ

We’ve shared answers to some common questions below, and we’re always happy to hear from you on 01473 313233 or at [email protected]

Buying Wine

  • Can I purchase wine before it is released from the winery itself?

    Absolutely. We offer wines for sale that are already in our warehouse, as well as wines for sale when they become available from the winery before they leave the premises. As long as there is stock available on our site, you can place an order and we’ll manage the rest.

    For more information please see our guide to buying en primeur

  • Do I need to have an account with you to place an order?

    You don’t need to have an account, but we will need to know some details to ensure we can fulfill the order for you. In particular, we’ll ask your name, address and a phone number, as well as your means of payment.

    We’ll also ask if you are happy to hear from us again. Your privacy is important to us and we will not share your details with anyone else.

  • What payment methods do you accept?

    We accept all major credit cards: Visa, Mastercard, Maestro & American Express.

    You can also make payment with a cheque or via Bank Transfer.

    If you would like to make a payment in Sterling our bank account details are:

    Barclays Bank Business Centre
    Baker Street Branch
    93 Baker Street
    London
    W1A 4SD

    Account Name: Lay & Wheeler Ltd.
    Sort Code: 20-03-53
    Account Number: 33239152
    IBAN: GB61BARC20035333239152
    SWIFT: BARCGB22

    In order for us to efficiently process your order, please quote your account number or an order reference.

  • If my order is a gift, can I send a gift message?

    You can indeed send a gift message and you’ll find an option to do so as part of the order process online, or please request to do so over the phone.

    Please note that the gift card will be sent separately from the wine, letting the lucky recipient know that a delivery is on its way.

  • Can you guarantee provenance when buying from your Fine Wine List?

    As a leading fine wine merchant we understand the importance of provenance and take every step to ensure that our customers can be entirely confident about the wine’s shipping and storage history. The vast majority of the wines we sell have been stored at our bonded warehouse since their arrival from the winery, and if they haven’t been we will confirm so as well.

    We can also provide a condition report on request.

  • Are all your wines available on-line?

    From current offers to one of the most comprehensive ranges of fine and rare wines available in the UK, you will find pretty much all of the wines we have available for sale on our website. Very occasionally those wines that are highly sought after will not appear on the web and so it is always worth contacting us if you can’t find what you are looking for. In the event that we don’t have the specific wine you are looking for in our stocks we will endeavour to find it for you or point you in the direction of where best to look.

  • Do you have a wine list you can send me?

    As wine stocks are forever changing the website is the place to visit to see what wines we have available. Wine Offers such as our en primeur campaigns and regional selections are available in print as well as on the website and if you join our mailing list, these will be sent to you.

  • Is there a minimum amount I have to order?

    The only restriction on order size is for customers who are buying en primeur when the case size will dictate the minimum number of bottles you can purchase. You should also bear in mind that many fine wines are delivered in wooded cases that cannot be split.

    For all other wines you can buy as few or as many bottles as you wish.

Delivery Questions

  • What happens if I need to amend my order?

    Orders can be altered at anytime until the wine has left the warehouse. Please contact us as soon as you are aware of any amendments you’d like to make.

  • Can my wines be delivered to an alternative address?

    Yes. You will be asked for a delivery address when you place your order.

  • When can I expect my order?

    We aim to have your wine with you within 7 working days but for deliveries to the Highlands and Islands please allow more time.

  • What happens if I am out when my wine is delivered?

    When you place your order you will be asked if there is a safe place where your wine can be left if there’s nobody at home. 

    If you provide no instructions and you are out when the wine arrives and you are not home when our carrier attempts delivery, they will leave a card giving a contact number which you may use to rearrange the delivery, however they will attempt a second time. Alternatively, collection from the depot can be arranged; the consignment will be held for a short time before being returned to Lay & Wheeler.

    Please be aware, that in the very unlikely event that anything should happen to your wine once it has been left in your nominated safe place,  Lay & Wheeler cannot accept responsibility for loss or damage arising as a result of carrying out these instructions.

  • Can you deliver abroad?

    Lay & Wheeler have two recommended international shippers and their details are given below. You can either contact them directly for a quote or we can liaise with them on your behalf.

    Connoisseur International Wines
    195 A&B Crown Business Centre
    Crown Way
    West Drayton
    Middlesex
    UB7 8HP 
    Tel: +44 (0) 1895 438822 Fax: +44 (0) 1895 438833 

    Email: [email protected] 

    Contacts: 

    [email protected] 

    [email protected] 

    [email protected] (Speaks Mandarin & Cantonese) 

    [email protected]

    Seabrook Export Services Ltd
    Welbeck Wharf
    Unit 17
    8 River Road
    Barking
    Essex
    IG11 0JE 

    Tel: +44 (0)203-288-2980 | Fax: +44 (0)203-288-2981
    Email: [email protected] 

Storage Questions

  • Can I store my wines with you?

    Yes, we're one of the few fine wine merchants to own and operate our fine wine storage facility, which was custom-built for the ideal conditions to store fine wine.

  • Can I sell wine in my reserves?

    We are one of the largest managers of customers' private reserves in the UK, and we have a easy online brokerage platform to help you sell your wine.

    Once you log into your account, there is a simple brokerage screen where you can set the price (we provide market values), agree to our terms and conditions, and instantly put your wine up for sale.

  • What is the address of the new facility?

    Lay & Wheeler
    Unit 6,
    Blackacre Road,
    Great Blakenham,
    Ipswich,
    Suffolk.
    IP6 0FL

  • What are the storage conditions at the new facility?

    The storage conditions will be ideal for fine wine: temperature at a constant 12C and relative humidity of 65%.

  • How will Lay & Wheeler manage security of the facility?

    Security is of utmost importance to us, not only to protect your wine, but also as a legal requirement by the HMRC to obtain our Excise Warehouse Approval. While many of the details related to site security remain confidential, we can share that the wines will be stored within a fully enclosed site which is access-controlled and monitored by CCTV.

  • Will the warehouse be a bonded facility?

    Yes, indeed.

  • How will my wines be moved to the new facility?

    We will work with trusted partners, who will remain confidential for security reasons, to ensure the safe transit of your wines. They will remain under optimum storage conditions at all times, and will be transferred directly between sites within one working day, and will be landed within 72 hours of being picked up from the London City Bond site.

  • Are they insured in transit?

    All wines will be fully insured at market value during this process.

  • Will I be able to see my wines at all times on my account?

    Yes. We have developed a process that ensures all your wines will be visible at all times so that you can continue to manage your account.

  • Who is running the new warehouse?

    Our own team will manage the operations. We have hired an expert team with prior experience managing fine wine and other luxury and specialised goods, and will have trained them over nearly a year prior to opening the site.

  • Will all my wine be stored at this site?

    All of your wine will be stored at our new site once the migration is complete.

  • Will Lay & Wheeler’s reserves be stored at this site?

    Yes, all of our own stock will be stored here.

  • Will I be able to withdraw wines during this period?

    You will be able to withdrawal wine throughout the migration period. Please note that you may receive wines across multiple deliveries depending on where your wines are stored, prior to completing the migration. In addition, there may be temporary (up to 48 hour) periods in which your wine has not yet been processed at the new site, but we do not anticipate this disrupting your ability to enjoy your collection.

    We will do all we can minimise any disruption.

  • Will my mixed cases be kept mixed?

    As part of the process by which we receive all wines into the new site, we will list them out. This includes all wines which have been received as mixed cases at LCB. This is to ensure that all wines are accounted for, and to assist with ongoing counts of stock.

  • How long will the stock migration take?

    We anticipate this period to last up to ten months.

Account Questions

Returns Questions

  • What happens if a bottle is broken on delivery?

    Please check your wine as soon as it arrives and make a note on the delivery sheet of any damage or missing items. This will allow us to make a claim for any loss and also to facilitate a speedy replacement.

  • What happens if I get a faulty bottle?

    Sadly the occasional faulty bottle is a fact of the wine drinker’s life. If you come across a bottle purchased from us that is tainted or faulty please let us know and we will either arrange a credit or a replacement bottle to be sent.

    If the wine has been stored by you for three months or longer, compensation will be agreed on a wine by wine basis.

    Sometimes a wine isn’t faulty but doesn’t quite live up to your expectations. When this happens we do want to hear from you as this feedback is invaluable when we look at wines in the future.

  • How do I make a complaint?

    We hope that your Lay & Wheeler experiences are positive but if we have fallen short in any way please contact Customer Services.

Cellar Circle Questions

  • What if I don’t like a wine?

    It happens! Get in touch with your wine advisor directly, and we'll work to make things right.

  • When will the monthly payment take place?

    Your monthly account contribution will be processed on or around the last working day of the month. We'll send you an email ten working days prior which confirms the amount to be taken from your account or card.

  • Who is my wine advisor?

    When you become a Cellar Circle member, we'll assign you a fine wine advisor who will get in touch directly. Your advisor's contact details will be listed on your account. You can read more about our lovely team here.

  • Why does your website show two prices for the same wine?

    We show prices “in bond”, in which the duty and VAT have not yet been applied, and “duty/VAT paid.” There’s a “toggle” on each product page to switch between prices.

    If you wish to buy wines for delivery, please select "duty/VAT paid," or you can do so in your basket at checkout.

  • What’s the difference between “in bond” and “duty/VAT paid”?

    Clients who buy wine “in bond” when they wish to store the wines in our bonded warehouse, deferring the payment of duty and VAT until they wish to have the wines delivered. Clients who may wish to sell their wines on through our broking platform may choose to do this.

    In order to take delivery of a wine, you must pay the duty and VAT first.

    From time to time, we’ll feature wines for sale which are being sold “en primeur.” This means that the wine is not yet physically available.

  • I live in Scotland: can I join?

    Yes, you can join from Scotland, although if you are based in the Highlands or Islands, there may be a delivery charge for your wine purchases.

  • I live in N Ireland: can I join?

    Yes, you can join if you live in Northern Ireland, although we do not offer free delivery as a benefit to members living here.