Shipping Policy

We aim to provide a smooth and transparent delivery experience. Some of our products are stocked in the UK, while others come from our trusted suppliers across Europe. This means delivery times may vary depending on the item ordered. Full details are outlined below.

 

Delivery Range: 

We deliver anywhere in the UK (United Kingdom) mainland.

Please Note: There will be additional charges for the 'offshore domestic regions' and ‘Scottish Highlands’: Channel Islands, Isle of Wight, Isle of Man, Scilly Isles, Scottish Highlands, Scottish Islands and Northern Ireland.

If your address is outside of the UK mainland please contact us for a delivery quote, either by email info@thechilledvineyard.co.uk.


Delivery Costs: 

  • Free shipping on all orders.

  • No Hidden Fees: All costs are clearly stated at checkout.


Order Processing Time: 

  • Processing Time: Orders are processed within 48 hours Monday to Friday.

  • Last Order Time: 7:00 PM (GMT)

  • Orders placed after 7:00 PM will be processed the next business day.

  • Weekend Orders: Orders placed on weekends are processed the next business day.


Delivery Time:

Because our products come from different locations, dispatch times vary:

  • UK-Stocked Items: Dispatch within 1–2 business days.

  • European-Sourced Items: Dispatch within 1-10 business days.

Each product page clearly states the estimated delivery time.

If your order contains multiple items with different dispatch times, they may be shipped separately.


 

Delivering Your Order: 

We are dedicated to offering a fast, secure, and dependable delivery service for all our products. We will choose the most suitable delivery method and carrier for each item on our website. Please note that selecting a specific carrier for delivery is not currently an option. Deliveries are generally made Monday through Friday.

All orders will be delivered using the fastest, safest, and most reliable methods. Once we process your payment, we dispatch your items within the delivery time frame stated on the product page. Then, we send you a despatch notification after your item/s has left the warehouse. We will choose the most suitable delivery method and courier after you order. It's not possible to choose a courier or delivery method yourself.


Tracking Deliveries:

Tracking Information: After purchase, you will receive an email with tracking information, including the name of the shipping company and the tracking number.

Questions: Our support team is ready to assist with any questions about tracking your order.


Partial Delivery:

If your item ships in multiple boxes, in some rare instances delivery of single boxes may take place on separate days.

If you have not received your full delivery as expected please contact us either by email info@thechilledvineyard.co.uk or by phone 02082434634.

If you are missing parts of your item such as hardware packs, please contact us.


Delay Between Carrier Scans:

Delays between scans during transit are common. Rest assured, we are committed to ensuring your order is delivered by the estimated delivery date. If more than 6 calendar days have passed since the last tracking update, please reach out to us, and we’ll check the status of your order with the carrier.


Report Damage or Defect:

We know how frustrating a damaged or defective item can be. If your item is damaged or defective, we will be sure to get a resolution for you and ask that you report any issues within 30 days of the delivery date. To ensure we make your order right, we may require a photo(s) of the damage and/or for the original item to be returned when providing a resolution.


For damaged or defective items please contact us at:

  • By email: info@thechilledvineyard.co.uk

  • By visiting this page on our website: Contact Us

  • By phone number: 02082434634


Contact Us

If you can't find the answer to your question, you can always contact us:

Website Name: thechilledvineyard.co.uk

Company Name: The Chilled Vineyard Ltd

Company Number: 16851566

Address: 39-40 Queen's Gate, SW7 5HR

Email: info@thechilledvineyard.co.uk

Phone: 02082434634

 

Customer Service Opening Hours:

Monday - Friday: 9am-5pm

Saturday - Sunday: CLOSED


We will respond to your request within 24 hours.


Please Note: Our office address is for mailing only, do not send returns back to this address, we will provide you with a return address once your return has been approved.