If you need help, please have a look at our FAQs below. They sum up the most common questions we get from our customers. If you can't find what you're looking for, don't hesitate to call us on 020 3603 1646 or fill in this contact form.
How do I buy wine?
Add your favourite wines to your basket and check out on line. If you’d rather speak to one of our friendly wine advisors, just call 020 3603 1646 and place your order over the phone.
1. Standard Delivery 3-5 Working Days, £7.50. Free for orders over £75.
Crowdsourced wines and wines on our Club Offers may take longer to deliver. We will usually specify the delivery times on the product page, but if you cannot find that information, please get in touch with the team.
2. Same Day Delivery, £20.
This option is available to most London postcodes as listed in our T&Cs, if ordered by 1pm Monday to Friday (excluding public holidays). If ordered after 1pm, you will receive your order on the next working day. We may be able to organise a speedy courier for you, so please call or email us if you have special requests.
3. Express Delivery (Next Working Day) £12.50
Express Delivery costs £12.50. Order for over £75, and pay only £5 for your express delivery. For Express Delivery (next working day), orders need to be placed before 1pm. Orders placed after 1pm will be received after two business days. Orders placed for next day delivery after 1pm on a Friday and before 1pm on a Monday will be delivered on Tuesday. Orders placed on a Bank Holiday will be similarly processed the day after the Bank Holiday and delivered the following day.
4. International Deliveries
International Deliveries are subject to international delivery fees specific for each country, which will be added at checkout based on the country of your delivery address. If you would like your wines delivered to outside of Europe, please email email@example.com so that we can find the best available rate for you.
5. In Bond Delivery costs £15.
For any questions about your bonded wines please contact Sophia on email firstname.lastname@example.org
6. Grower List Delivery costs £25, and takes 2-3 weeks.
Please let us know if you have an urgent request and we’ll do our best to help.
How do I keep track of my delivery?
We use Royal Mail Parcelforce for the majority of our deliveries, and Brisqq for our same day deliveries within London. We find them fast and efficient, and you can advise us when you book as to where you would like your wine to be left, especially if you may not be in when the delivery is made. You will receive a tracking number via email, and also via text message if you provide a mobile number with your order. Fortunately, Parcelforce will also leave a card if you are out, so you can arrange re-delivery or pick up from your local main post-office. Note that only one further delivery attempt is included in the delivery charge and a further charge may be applicable for subsequent attempts. Please see our Terms & Conditions page for full details.
What’s the Premier Crew subscription?
The Premier Crew subscription to our wine club entitles you to great member benefits and exclusives. To join, simply choose how much you want to add to your Honest Grapes account every month and sign up. The deposit isn't a membership fee - every penny goes towards your wine purchases. For each deposit , we'll give you 10% extra cashback to spend on wine. For example, if your monthly deposit is £100, you will get £10 cashback every time. You can spend your deposit every month or let the money add up for a big order on a special occasion.
We will bill and deliver to you automatically so there is no need to come back to the site. Remember there are no contracts or commitment and if you want to postpone, skip or stop at any time you can do this simply by logging into your account. See the full details of the Premier Crew Wine Club here.
How do I earn pips (Honest Grapes loyalty points)?
‘You save us the pennies, we pass on the pips’. It’s pretty straightforward. Our wine prices are all based on selling mixed cases to non-members, who want delivery within three days.
But to be frank that’s our worst-case scenario. We’re glad that people are buying from us - that’s a big thumbs up – but they’re buying in the most expensive way. For example, in order for us to fulfil someone’s order for a six-pack of six different wines, we have to pay someone in our warehouse to go and pick 6 individual bottles from six different cases amongst several thousand cases of wine. That costs money. Plus we then have to pack them in a brand new box. That costs money too.
All in all, that simple but crucial process costs a total of £2.60. If you pick one of our pre-mixed cases however, or sign up to our regular Pick of the Bunch, or simply order a six-pack of one wine, that cost goes down to 60p. That means we can give you £2 back in pips.
And that’s what our reward scheme is all about. You save us the pennies, and we’ll turn that into more wine for you. No false discounts, no hyper-inflation of prices – just simple economics.
Here’s how it works:
- 1 Pip = 1p
- Pips are redeemable from your next purchase, but only after 2,000 pips are accumulated
- Pips expire if not redeemed within 12 months (but we know you’ll find it difficult not to spend them with us)
- To collect pips you have to be a member of the Crew (see How to be a Crew Member, below).
|Helping us buy more wine (at better prices)||Becoming a Crew member and placing a monthly deposit||Earning 10% cashback pips|
|(20% in pips for the first 6 months for new members)|
|Helping us find more customers||Introducing a friend to Honest Grapes||1000 pips per friend who makes a wine purchase of £100 or over|
|Recommending a new Crew Member||2000 pips per friend who joins the Crew at £50/month or over|
|Contributing a wine review, Facebook share or interesting Tweet to more than 100 followers||25 pips - 50 pips for the first review|
(Small print on Terms & Conditions)
How do I get to be a Crew Member of Honest Grapes?
There’s one easy way to sign up to Honest Grapes and start earning pips and wine-related benefits - be a Member of the Crew. How? Well, simply choose from one of our Pick of the Bunch cases, sent to you every two months (or more often if you have a thirst for it).
There are three Crew member levels at Honest Grapes:
- Premier Crew
- Grand Crew
- Wine Chap Crew Classé
Premier Crew: priced at £50.00 or free with our Pick of the Bunch option.
- Earn pips on the loyalty programme
- Two pairs of tickets to one of our major regular tastings (dinners excluded)
- Exclusive bonus Pips offers
- Access to a wide range of ticketed tasting and wine experiences
- Pre-sale offers – in other words access to special parcels of wine ahead of non-members
- Access to the wine advisor team, who will handle all your order and delivery needs
Grand Crew: by invitation only, valued at £250.
All benefits of Premier Crew, with most notably the ability to earn pips.
- Access to a named, dedicated wine advisor who will look after all your wine order and delivery needs
- Invitation to join regular tasting Panels with our Wine Director Tom Harrow which will inform the selection process for major parcels of wine and offers
- Pre-sale offers – in other words access to our rarest parcels of wine and newest parcels of wine.
WineChap Crew Classé: by invitation only, worth £1000.00
All the benefits of Premier Crew and Grand Crew levels PLUS
- Tom Harrow, our Wine Director, will act as your personal wine advisor, giving heads up on investment grade wines and general wine spend
- Access to a range of exclusive experiences, and dedicated Grand Crew Classé tastings hosted by Tom alongside some of the world’s leading wine makers and wine experts.
- Access to our Wine Concierge services
Because we’re all about community. We want people to exchange ideas, swap recommendations and create something unique but based on knowledge and personal experience. We want our Crew members to let other members of the Crew know when they've loved a wine and when they've loathed a wine; what they drank it with and where they drank it. In order to do that, and to help each person make the most of our community, we have to know who are Crew members are, and know what they need from us. And that costs money to run and money to service. The world is full of forums for noisy loudmouths – we’re not one of them.
What’s a Friend?
If we haven’t yet convinced you to become a Crew Member, you can still be our Friend. Just let us have your email address and we’ll keep you up to date with what’s happening in the Honest Grapes world: our tastings and events, our newsletter, competitions and a whole lot more.
Are my credit card details secure with Honest Grapes
Yes, we don’t actually store your credit card details ourselves, these are handled by our Gateway and Merchant Account Provider. We use SagePay, one of the most trusted and reliable providers of Credit Card and Debit card merchant services in the universe.
Which credit cards do you take?
I want to delete my account
Please send us an email at email@example.com and we will remove all the data we have for you including your personal details, delivery details and all order history
I didn’t like the wines
Simply send an email to firstname.lastname@example.org outlining the issue. We will then refund you 100% in full immediately and pick up the wine, or replace it with an alternative of an equal value. That’s our no quibble refund policy.
Give me a person to speak to!
No problem. The personal touch suits us just fine. Simply call 020 3603 1646 and a member of the Honest Grapes team will be able to help you.
We are committed to protecting and maintaining our customers privacy while making using the website as simple and secure as possible. All electronic payment transactions are handled by Elavon using Secure Socket Layers (SSL) which ensure that all data is encrypted and therefore extremely difficult to view if intercepted by anyone other than Elavon. When you are using a secure web page the web address will start with HTTPS rather than HTTP and there will be a small padlock in the corner of your browser. We do not access or store your card details at any point of the transaction. If we suspect any suspicious use of your card our customer sales team will contact you by telephone or email prior to the payment being processed.