FAQs

Frequently Asked Questions

Welcome to the Hay Wines FAQ page! We've gathered answers to some of our customers' most common questions. You'll find the information right here if you need wine ordering help or have a query about our delivery process. Our goal is to make buying wine online as simple and enjoyable as possible.

Can't find what you're looking for? Please don't hesitate to get in touch with our friendly team.

Ordering

How do I place an order?

Buying wine online with us is easy. Simply browse our collection, add your chosen bottles to your cart, and proceed to checkout. You'll be prompted to enter your delivery and payment details to complete the purchase. You can create an account to save your information for next time or check out as a guest.

Can I change or cancel my order after I've placed it?

We process orders quickly to get your wine to you as soon as possible. If you need to make a change or cancel your order, please contact our customer service team immediately. If the order has not yet been dispatched from our warehouse, we will do our best to accommodate your request.

Is there a minimum order quantity?

There is no minimum order requirement for most of our wines. You can order a single bottle or a mixed case—it’s entirely up to you. Some specific promotions or special offers may have a minimum purchase, which will be clearly stated.

Do you offer gift options?

Yes, we do! Wine makes a wonderful gift. You can add a personalised gift message to any order at checkout. We also offer beautifully packaged gift sets and Hay Wines gift cards for the perfect present. If you have any specific wine gift questions, our team is happy to provide recommendations.

How do I use a discount code?

If you have a promotional or discount code, you can enter it in the designated box during the checkout process. The discount will be applied to your order total before you confirm payment.

Delivery

Where do you deliver?

We deliver to most addresses across the mainland UK. Unfortunately, we cannot ship to some remote regions, including the Channel Islands, the Isle of Man, and some parts of the Scottish Highlands and Islands. Please enter your postcode at checkout to confirm whether we will deliver to your location.

How much does delivery cost?

We offer standard delivery for a flat fee on all orders. Delivery is free for orders over a certain value! You can find the current shipping rates and free delivery threshold on our dedicated Delivery Information page.

How long will my delivery take?

Standard delivery typically takes 3-5 working days. We also offer an express delivery option for a small additional charge, which usually arrives within 1-2 working days. Please note that delivery times may be longer during peak periods or holidays. You will receive tracking information once your order is dispatched.

What happens if I'm not home for the delivery?

Our courier will attempt to deliver your order to a neighbour if you are not available. If this isn't possible, they will leave a card with instructions on how to rearrange delivery or collect your parcel from a local depot. For more specific wine delivery questions, you can use the tracking link in your email.

Returns & Refunds

What is your wine returns policy?

We want you to love every bottle you buy from us.

If a wine is corked or faulty, we will happily offer a replacement or a full refund. Please, contact us within 30 days of receiving your order, and send us clear photographic evidence (including images of the open bottle, label, and the wine itself).

As we sell consumable goods (including wines and other beverages), we cannot accept returns for reasons such as change of mind. This is due to health, safety and quality regulations.

Our wine returns policy is designed to be fair and straightforward.

How do I return an item?

To initiate a return, please contact our customer service team with your order number and the reason for the return. We will provide you with all the necessary instructions and support to make the process as smooth as possible.

When will I receive my refund?

Once we receive and inspect the returned items, we will process your refund within 5-7 working days. The funds will be credited back to your original payment method.

Subscriptions

Do you offer a wine subscription service?

Yes, we have a curated wine subscription club called The Cellar Door Club. It’s a fantastic way to discover new and exciting wines selected by our experts. Members receive a hand-picked case of wine delivered to their door on a regular basis. You can find more details on our Subscriptions page.

Can I customise my subscription box?

While our standard subscription boxes are curated by our team to ensure a balanced and exciting selection, we do offer options to tailor your preferences (e.g., all red, all white, or mixed). For more specific requests, please get in touch, and we’ll see what we can do!

Wine Storage & Advice

How should I store my wine?

For best results, store your wine in a cool, dark place with a consistent temperature, away from direct sunlight and vibrations. Lying bottles on their side is ideal for wines with a cork, as it keeps the cork moist and prevents it from drying out. A cellar, a wine fridge, or even a cool cupboard under the stairs works well.

How long can I keep a bottle of wine before opening it?

This depends on the wine! Most everyday wines are meant to be enjoyed within a year or two of purchase. Finer wines, especially certain reds and fortified wines, can be aged for many years and will develop more complex flavours over time. Each product page on our website includes guidance on its drinking window. If you're unsure, feel free to ask us for advice.