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Customer Support

There are over 1,000 wines available on The Sunday Times Wine Club site. With numerous awards for customer service - we are the best place to buy wine online. Below are a few pointers to help get you started ... remember, if you're really stuck you can always call us on 0845 217 9097.

Most common questions

Where do you deliver to?
You can arrange to have your wine delivered to any UK address (excluding the Channel Islands). Unfortunately we are not able to deliver to PO Boxes or to BFPO addresses.
How long does Standard Delivery take?
We will deliver your order within a three working days, although delivery to the Scottish Highlands, some other areas of Scotland, Northern Ireland and offshore islands can take an extra few days. (Please allow a few extra days for delivery to addresses with post codes AB, BT, DD, HS1-9, IM, IV, KA27-28, KW15-17, KY, PA, PH41-44, PH49, TR21-25, ZE.) It should also be noted that Bank Holidays can add a day or two to delivery times. We will send you an email when your order has been despatched and you can check its progress online in Your Account.
Do you offer a next day delivery service?
Yes, for £8.99 we guarantee next working day delivery for orders placed before 2pm on a working day. (This service is not available for introductory offers or wine plan cases.)

If you order between 2pm on Friday and 2pm Monday, your order will be delivered by end of Tuesday (Except Bank Holidays when it will be by end of Wednesday).

Unfortunately, we do not offer a next day delivery service to the Highlands, some other areas of Scotland, islands and Northern Ireland. The following post codes do not have the option of next day delivery: AB, BT, DD, G84, HS1– 9, IM, IV, KA27-28, KW1-17, KY, PA, PH8, PH 10-19, PH 41-49, TR21-25, ZE.
Can I choose a specific day for delivery?

You can choose a specific date (Monday to Saturday) for your delivery during checkout. You can select a day up to three weeks in advance.

Delivery is charged at £8.99 for delivery on a week day, and £10.99 for delivery on a Saturday. This is per address, regardless of how many cases are being sent.

We can deliver on the next working day if you order before 2pm (or on Saturday if you order before 2pm on Friday).

Unfortunately, we cannot offer this service for delivery to the Highlands, some other areas of Scotland, islands and Northern Ireland. The following post codes do not have the option of next day delivery: AB, BT, DD8-11, HS, IM, IV1-23, IV25-27, IV30-32, IV36, IV40-56, KA27-28, KW1-3, KW5-17, PA20-49, PA60-78, PH19-26, PH30-44, PH49-50, TR21-25, ZE.

Please include delivery instructions with a safe place your wine could be left if you are likely to be out when the order is delivered.
Can I choose an evening for delivery?

You can choose a specific week day evening (5pm to 9pm) for your delivery during checkout. You can select an evening up to three weeks in advance.

Delivery is charged at £8.99. This is per address, regardless of how many cases are being sent.

We can deliver the following week day evening if you order before 2pm.

Unfortunately, we cannot offer this service for delivery to the Highlands, some other areas of Scotland, islands and Northern Ireland. The following post codes do not have the option of next day delivery: AB, BT, DD8-11, HS, IM, IV1-23, IV25-27, IV30-32, IV36, IV40-56, KA27-28, KW1-3, KW5-17, PA20-49, PA60-78, PH19-26, PH30-44, PH49-50, TR21-25, ZE.

Please include delivery instructions with a safe place your wine could be left if you are likely to be out when the order is delivered.

Where will you leave my order?
When you choose your delivery address, we ask you to specify a safe place that the wines can be left in, even if no-one is at home. You can select one of the options from the drop down box or specify your own; places like garden sheds, unlocked garages, greenhouses and lean-tos are perfect. Your safe place should be easily accessible, sheltered from the elements and concealed from public view. Our carriers can leave a card if requested to let you know that the wine has been delivered.
Why are my cases sometimes despatched separately?
In order to ensure that you receive the wine on your order as quickly as possible we despatch each case as and when it is ready. This means that orders for more than one case may be delivered separately. Please do not be alarmed if this happens, it should mean that the rest of the order is not far behind. You can check the progress of each case in the Order History area of Your Account when signed in to the site.
How do I redeem my voucher?
If you have a certificate you can discount it from the total order value by entering the certificate code into the box at the bottom of the order summary page and then clicking on’redeem’. Your certificate code will be easy to find and will be on the certificate. If you're having any difficulty redeeming your certificate just give us a call on 0845 194 7720 or contact us and we'll be happy to help.
How do I contact The Sunday Times Wine Club?

Online: You can contact us with any query using our online form.

By telephone:
Order Line: 0845 217 9122
Web Support Team: 0845 217 9097
General Customer Support: 0845 217 9133

Phone Lines Open
Weekdays: 8:00am - 11:00pm
Weekends: 8:00am - 9:00pm

By post:
Customer Services
The Sunday Times Wine Club
New Aquitaine House
Exeter Way
Theale
Reading
Berkshire
RG7 4PL

Wine Advice

How do I search for wine online?
You can easily search our online cellars by entering in your search term directly into the Search box or selecting one of the options on the left hand side of the screen. The number of wines in each section is then indicated in brackets, to help you narrow down your search. You can even use our food match option to select the perfect companion to the food you wish to serve. If you know the code for the wine you're searching for, you can enter this in the Search box (without any gaps).
How do I know which wines to choose?
If you're having trouble choosing you might find our recommendations useful. Our latest offers and mixed cases can be seen on our homepage or you can see what our customers love by checking out the customer favourites. If you're after a real bargain you could try looking at our web deals or bin end offers. If you are new to The Sunday Times Wine Club you may like to consider our fantastic introductory offer or a wine plan.
I need help choosing – who can I talk to?
If you still can't decide, or you want some expert guidance, we have a team of wine advisers who like nothing more than talking to our customers about wine. You can give us a call on 0845 194 7915 and one of our enthusiastic experts will happily make a personal recommendation based on your own tastes. Alternatively you could send us an email using the contact us form and one of our qualified wine advisers will contact you.
Do you offer personal recommendations online?
If you've ordered from us before we'll recommend some wines for you every time you sign in to your online account. Our recommendations will be based on the wines that you've enjoyed in the past. You will be able to log your favourites and write your own reviews in your account so you need never forget the name of your discoveries or why you loved them.
What is Quick Order?
If you've seen something in one of our catalogues you can enter the sales code (without any spaces e.g. C3967700) into the Quick order box on the homepage. If you know the codes for all of the cases in your order , simply click on Quick Order (at the top of the screen) and your basket will be full in no time at all!

Shopping with us

The Sunday Times Wine Club Guarantee
As we're so confident about all of our wines we are happy to replace any wines that you don't enjoy, or offer a refund where appropriate. If you don't enjoy any of the wines or you suspect that they may be affected by a quality issue please contact us. One of our friendly wine advisers will be more than happy to discuss the wines and resolve the matter to your full satisfaction.
What is your returns policy?
Should you need to return any wine to us you should contact us to arrange a collection. We usually collect within four days of the collection being requested. If you need to be refunded for the case we will ensure that this happens when the collection is arranged. If you have any queries about a refund please contact us.

Gifts and Vouchers

Can I personalise my order?
Yes - you will be able to add a brief message to the outside of the case. If you are ordering wine as a gift and you have selected the case from our gift range, we will also put a card in the case and you can add a longer message to this.

Please check our Delivery Options and Promise section for information on the delivery of your gift order.
Do you offer gift certificates?
If you can't decide what to buy the lucky recipient, we do offer gift certificates. Certificates purchased from our gift range can be used against any of our wines and offers. They are easy for the recipient to redeem; all they need to do is quote the codes on the certificate.
How do I redeem my voucher?
If you have a voucher you can discount it from the total order value by entering the voucher code into the box at the payment screen and then clicking on 'redeem'. Your voucher code will be easy to find and will be on the voucher. If you're having any difficulty redeeming your voucher just give us a call on 0845 217 9113 or contact us and we'll be happy to help.
My voucher is for FREE wine, how does that work?
If you have a voucher that entitles you to free wine you should NOT enter the voucher code into the voucher code box at payment. As long as you are signed into the site with your customer number (sign in/register) any free wine that you are entitled to should automatically add to your basket. To check this, please click on 'View basket' at the top of your screen and you should see the wines listed. If this does not happen or you are not sure if the wines have added please contact us with all of the details and we will ensure that your free wine is added to your order.
Do you accept Leisure Vouchers?
We do accept Leisure Vouchers as payment for wine orders; however it is not possible to redeem these online. Please contact us and we will send you an order form with guidelines on how to redeem your Leisure Vouchers.

Membership Otions

How do I join the Sunday Times Wine Club?
Taking up one of our introductory offers enrols you as a member of the Sunday Times Wine Club. Membership is then free for a year, with an annual subscription of £10 after this.
What is Charter Plus membership?
Every Charter Plus Member receives two free bottles with every 12 (or more) bottles that are ordered. These wines (one red and one white) are specially selected each month by our wine buyers and they will be worth at least £11 each time. It's a great way for you to try wines that you otherwise wouldn't have ordered.
Is there a fee?
You can join Charter Plus for free for 6 months. This FREE 6 month trial means that if you order a case a month for the next six months you'll receive the equivalent of a free case of wine! The annual Membership fee for the Charter Plus service is £19.95 (£10 of which is your annual subscription).

Wine Plans

What is a wine plan?
Our Wine Plans are a great way to learn about wine and a hassle-free way to make your wine purchases. We will regularly reserve a case of wine for you (normally every quarter). The case will be a mix of our latest exciting discoveries and wines that are perfect for that time of year.
Can I specify my preference?
The plans are very flexible and when we send details of the case that we've reserved you can make changes to the case ... for example, if you don't like Australian Chardonnay and would prefer a Chilean Sauvignon Blanc contact us and we'll happily make the arrangements for you. If you're going away and don't want the case to arrive until you get back contact us and we'll make sure that the case is delivered at your convenience. The cases can be mixed, red only or white only. We have a team dedicated to our Wine Plan customers who can be reached on 0845 194 7740 or you can send us an email using the contact us form. If you are happy with the case that we have reserved for you it will be delivered to your door and charged automatically.
Which wine plans do you offer?
We have a variety of Wine Plan to suit all tastes. Our 4 Seasons will reserve a case of wine priced at £69.99 (plus p&p) and will be an eclectic mix of wines from all over the world. We also have plans that cater to more specialist tastes covering Australia, Spain, Claret Club, Big Reds and Cellar Classics. The first case that you take on any of our Wine Plans will be offered at a fantastic price, just click on the Plan that interests you to see for yourself. Click here to see the list of current Wine Plans.

Sign in/Register

I've shopped here before, what do I do?
If you have already shopped online with us, simply sign in using your email address or Customer Number and the password you chose. If you have forgotten your password you can click on 'forgotten your password?' and we will email a new one to you (you can change this at any time in Your Account). Should you no longer have access to the email address that is registered on Your Account or have any problems signing in please call our friendly web support team on 0845 217 9097 or contact us.
I'm new to The Sunday Times Wine Club, what do I do?
You will need to set up an account – it will only take a couple of minutes and you only need to do this once. Simply select "I'm a new customer", enter your email address and then choose a password. If you are on your way to the Checkout you will need to enter your billing address details. You can then enter different delivery addresses if you wish.
How do I know my order's gone through?
As well as thanking you for your order on screen, you can also view (or print) your order from the same place – look for the "View my order" button. In addition, we email you (to the address specified) with confirmation of your order.

Your Account

How do I access my account?
Simply click on "Your Account" in the main horizontal navigation menu or "sign-in" at the top of the screen. You will be prompted to log in using your email address (or Customer Number) and the password you chose when you set up your online account.
Why do I need to sign-in?
Once we know who you are, we can tailor your view of our homepage to tell you about some offers we personally recommend for you. We can also then present you with your Order history details, any wines you have marked as favourites, wines you may have reviewed and Your Account information.
How do I keep track of my favourites?
You can only add a wine to your favourites when you are signed in. All you need to do is find the wine on the site and next to our description of the wine you should click on the icon which says 'Add to Favourites'. From the 'Your Account' section, you can click on Your Favourites at any time and see the list you have compiled. If you wish to remove a wine from your favourites simply view your favourites list and click on the dustbin icon underneath the relevant wine to delete it.
Can I comment on any of the wines?
We encourage you to review the wines you have sampled but you will need to be signed in. Simply find the wine you wish to comment on and click on the icon next to our description of the wine labelled 'Write Review'. You have 500 characters to express your opinion and you just need to click on submit. You may choose if you wish for your review to be kept private or if selected, published online for other customers to view.

Order Queries

What do I do if I make a mistake?
If you make a mistake when placing your order we recommend that you call us as soon as possible on 0845 217 9097 (we are open between 8am and 8pm Monday to Friday and 8am to 8pm at the weekend).
How can I check where my order is?
We will send you an email when the order has been despatched.You can check the progress of your order online if you sign in and go to Your Account, where our online tracking facility will tell you where your wine is. The order should be with you within seven days (allowing an extra few days for the Scottish Highlands, some other areas of Scotland, Northern Ireland and off-shore islands), but please remember that Bank Holidays and Christmas can add a few days.
Why are my cases sometimes despatched separately?
In order to ensure that you receive the wine on your order as quickly as possible we despatch each case as and when it is ready. This means that orders for more than one case may be delivered separately. Please do not be alarmed if this happens, it should mean that the rest of the order is not far behind. You can check the progress of each case in the Order History area of Your Account when signed in to the site.

Delivery options and Promise

Where do you deliver to?
You can arrange to have your wine delivered to any UK address (excluding the Channel Islands). Unfortunately we are not able to deliver to PO Boxes or to BFPO addresses.
How much does Standard Delivery cost?
Our delivery charge is £6.99 per address, regardless of how many cases are being sent. There is, however, an additional charge of £3 per case on our gift range to cover the cost of the additional packaging.
How long does Standard Delivery take?
We will deliver your order within a week, although delivery to the Scottish islands, some other areas of Scotland, Northern Ireland and offshore islands can take an extra few days. (Please allow a few extra days for delivery to addresses with post codes AB, BT, DD, HS1-9, IM, IV, KA27-28, KW15-17, KY, PA, PH41-44, PH49, TR21-25, ZE.) It should also be noted that Bank Holidays can add a day or two to delivery times. We will send you an email when your order has been despatched and you can check its progress online in Your Account.
Do you offer a next day delivery service?
Yes, for £8.99 we guarantee next working day delivery for orders placed before 12.30pm on a working day. (This service is not available for introductory offers or wine plan cases.)

If you order between 12.30pm on Friday and 12.30pm Monday, your order will be delivered by end of Tuesday (Except Bank Holidays when it will be by end of Wednesday).

Unfortunately, we do not offer a next day delivery service to the Highlands, some other areas of Scotland, islands and Northern Ireland. The following post codes do not have the option of next day delivery: AB, BT, DD, G84, HS1– 9, IM, IV, KA27-28, KW1-17, KY, PA, PH8, PH 10-19, PH 41-49, TR21-25, ZE.
Can I choose a specific day for delivery?

You can choose a specific date (Monday to Saturday) for your delivery during checkout. You can select a day up to three weeks in advance.

Delivery is charged at £8.99 for delivery on a week day, and £10.99 for delivery on a Saturday. This is per address, regardless of how many cases are being sent.

We can deliver on the next working day if you order before 2pm (or on Saturday if you order before 2pm on Friday).

Unfortunately, we cannot offer this service for delivery to the Highlands, some other areas of Scotland, islands and Northern Ireland. The following post codes do not have the option of next day delivery: AB, BT, DD8-11, HS, IM, IV1-23, IV25-27, IV30-32, IV36, IV40-56, KA27-28, KW1-3, KW5-17, PA20-49, PA60-78, PH19-26, PH30-44, PH49-50, TR21-25, ZE.

Please include delivery instructions with a safe place your wine could be left if you are likely to be out when the order is delivered.
Can I choose an evening for delivery?

You can choose a specific week day evening (5pm to 9pm) for your delivery during checkout. You can select an evening up to three weeks in advance.

Delivery is charged at £8.99. This is per address, regardless of how many cases are being sent.

We can deliver the following week day evening if you order before 2pm.

Unfortunately, we cannot offer this service for delivery to the Highlands, some other areas of Scotland, islands and Northern Ireland. The following post codes do not have the option of next day delivery: AB, BT, DD8-11, HS, IM, IV1-23, IV25-27, IV30-32, IV36, IV40-56, KA27-28, KW1-3, KW5-17, PA20-49, PA60-78, PH19-26, PH30-44, PH49-50, TR21-25, ZE.

Please include delivery instructions with a safe place your wine could be left if you are likely to be out when the order is delivered.

Where will you leave my order?
When you choose your delivery address, we ask you to specify a safe place that the wines can be left in, even if no-one is at home. You can select one of the options from the drop down box or specify your own; places like garden sheds, unlocked garages, greenhouses and lean-tos are perfect. Your safe place should be easily accessible, sheltered from the elements and concealed from public view. Our carriers can leave a card if requested to let you know that the wine has been delivered.
What if I don't have a safe place for delivery?
If you have no safe place for the wine to be left you can select the option 'No Safe Place – Signature Required'. Selecting this option can mean that the delivery will take longer – especially if there is a good chance that no-one will be at home when we call to deliver (we deliver Monday to Friday 9am to 6pm). Our carriers will leave a card if they do not find anyone at home. You will be able to call the number on the card and our carriers will tell you when they will try again. Unfortunately, you will not be able to collect the case from the carrier's depot.
Can I delay my delivery?
You can delay your delivery by selecting 'Delayed Delivery' during checkout and specifying the Monday you would prefer your wines to be despatched. Your wine will be despatched on the Monday you select, for delivery between Monday and Friday of that week. (Delivery to the Scottish islands, some other areas of Scotland, Northern Ireland and offshore islands can take an extra few days.)
What if my wine still hasn't been delivered?
If you have placed an order and you have not received it within a week please consult order queries section or alternatively contact us and we will seek to rectify the situation as soon as possible.

Payment Options and security

Which cards do you accept?
We accept any of the following credit or debit cards:
  • Maestro (Switch)
  • Visa
  • MasterCard
  • Diners
  • Connect
  • American Express
What if I have a credit note?
Credit notes cannot be automatically applied when placing your order online. If you place your order and then email us with the details of the credit note using the contact us page we will happily apply the discount to your order.
How secure is your site?
Our online secure system is certified by Verisign and you can enter your card details in complete confidence. Every page that contains any of your details will display the yellow padlock in the bottom right hand corner of your browser and the web address will begin https://. If you right click with your mouse button on any of the secure pages and select 'properties' you will be able to view our security certificate.
How secure are my details?
We work with the major banks to ensure your card details are as secure as possible. As such, you may be prompted, when purchasing on our site, to provide some additional authentication that your bank will ask for. This appears after the payment page and depending on the card type you are using, may advertise one of the following logos:

MasterCard SecureCode and Verified by Visa logos

If you have any queries about our Privacy Policy you can view it here.

We accept the following payments

Accepted payment

The Sunday Times Wine Club supplied by Direct Wines Ltd. Registered in England and Wales No 1095091 Registered Office New Aquitaine House Exeter Way Theale Reading Berkshire RG7 4PL.
Open to residents of the UK only (excluding Channel Islands). You must be aged 18 or over to order. © Sunday Times Wine Club 1973-2010 - All rights reserved.