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So we've made it a point or two larger than most, just so you know we’re not hiding anything! If there’s anything you don’t understand, just pick up the phone and speak to one of our advisors, or drop us an email – we’ll be happy to clarify.
1.1. By placing an order with Honest Grapes you are confirming that you are 18 or older. It is illegal for us to sell alcohol to anyone under the age of 18 and we treat your order as confirmation that you are indeed over 18.
1.2. If you are buying wine as a gift - the recipient must also be over 18 years old. If our delivery firm are in any doubt about the age of the recipient on delivery, they will request some form of ID. If the person receiving the wine is unable to produce appropriate ID, unfortunately our couriers will be unable to leave the wine and you will be charged for re-delivery.
1.3. When you give Honest Grapes your credit or debit card details you are confirming that you are either the card holder, or that you have permission from the card holder to use the card for the purpose of ordering wine.
1.4. We reserve the right to cancel any orders we cannot fulfil for any reason. Naturally if your order is cancelled we will contact you immediately to explain why and refund any money you have paid us for that order.
1.5. Delivery: We work with our winemakers to bring you lovely wines from the around the world. Standard delivery on wines in stock takes 3-5 working days, excluding crowdsourced wines, brokered wines and Ckub Offers. Deliveries in the run up to Christmas can take a little longer as couriers are very busy, and may not be able to follow all delivery instructions as they are so busy climbing down chimneys, but rest assured we’ll get your wine to you! Most of our wine deliveries are made by Parcel Force, who we’ve selected as they are nationwide, safe and generally reliable, looking after wines on their way to you. They will do their best to follow your delivery instructions but will want to obtain a signature as proof of delivery rather than leave wines in an unattended place. If you have provided us with your mobile number, you will receive a code by text which you can use to track your delivery, giving you notification of dispatch and delivery slot. Parcel Force will attempt delivery at your address, then at your neighbours and then leave you a card. You may then request one further redelivery, following which it will be stored safely for you to pick up at your local depot. Please arrange this with Parcel Force directly, rather than through us. Taste Lab Kits are delivered by Royal Mail and we’ll send you an email to confirm despatch. Please let us know if you have any queries.1.6. We offer the following delivery options:
1.7. Online orders are subject to a special promotion offering free standard delivery on orders over £75. Orders that need to be processed manually by Honest Grapes, such as phone, email or postal orders may be subject to normal delivery charges, as outlined in clause 1.6.
1.8. Our service is the Royal Mail Parcelforce service. If you are not home to receive your order, your order will be left according to instructions requested at the time of purchase. Clients can request that the courier leaves the wine in a safe place if they are out, however the customer rather than Honest Grapes is liable for this should there be a problem after it has been dropped off. If no special instructions are left, the Royal Mail will card you and you will be able to arrange re-delivery or will be able to pick up from your nearest Royal Mail Parcelforce depot.
1.9. We are unable to guarantee delivery dates to some areas of the UK. For a full list of postcodes and areas where this applies please see section 7.1.
1.10. If your order goes missing, or is damaged, between dispatch and delivery, we will send you a replacement order as soon as we can. If we are unable to dispatch replacement goods within 7 days we will offer you a full refund. For these purposes, delivery takes place when products are left at your delivery address or with someone else in accordance with your instructions.
1.11. For your own safety we reserve the right to contact your card issuer for the purposes of carrying out security checks.
1.12. We take your privacy very seriously and will only pass your details on to 3rd parties when necessary to fulfil your order i.e. warehouse operators, carriers etc.
1.13. Any promotions, discounts or vouchers are single use only and not to be used in conjunction with any other promotion, discount or voucher unless otherwise stated
1.14. Products offered by us are displayed on our website(s) in 'real time'. This is to say that any product may be withdrawn from offer without notice.
1.15. If for some reason we are unable to fulfil your exact order, we reserve the right to substitute up to 3 bottles with similar wines of at least the same value as the wine you ordered. Of course, the 3 substitute bottles are covered by our money back guarantee as set out below. If we need to substitute more than 3 bottles in any one order we will put your order on hold and contact you for further instructions.
2.1. If you post a comment on any of the public walls around the site (i.e. in the recommended section, in the Pip’s comments, in the membership section or on any of our social areas), your comments will be in the public domain and will therefore be visible to anyone who visits the site. Please remember this when making comments and please refrain from offensive, rude or intimidating comments. Honesty is indeed our policy, but it’s best delivered politely.
2.2. Honest Grapes Limited reserves the right to pull, amend or delete any inappropriate comments.
3.1. Our Flash sales are simple. They are a way of us using the collective buying power of our members to get the best price possible on great wines we’ve discovered through our partners.
3.2. It works for our partners because they get to sell a chunk of wines all in one go – which is good business for them.
3.3. Each Flash sale will last for a limited amount of time, from 24 hours up to a week, depending on the number of cases needing sold to hit the target price.
3.4. The sale can be for 6 or 12 bottle cases of the same wine, or where stated, of a mixture of wines from the same winery, region or country.
3.5. We will indicate the normal selling price, alongside the target selling price with each sale, and the number of cases needing to be ordered to hit the target price. These prices will include all fees except for shipping.
3.6. Customers must be registered with Honest Grapes Limited.
3.7. The Flash Sale will end once the target number of cases and target price is reached, or once the time limit has been reached.
3.8. If the target price is reached and the number of cases exceeds the minimum required, the sale will go ahead and be legally binding on all parties.
3.9. Honest Grapes Limited will notify the member of delivery schedule and dates.
3.10. Honest Grapes will take the sum equal to the deal price and delivery from the members credit/debit card once the sale has successfully finished.
3.11. If the minimum number of cases or minimum sale price isn’t realised then the flash sale will be closed with no liability on either the part of Honest Grapes Limited, or the member and no payment will be taken from the member’s account.
4.1 If you don’t like a wine we’ve supplied, or it’s been broken or damaged in transit, please let us know and we will refund you immediately. If the wine you don’t like happens to be one of several bottles of the same wine, please don’t drink the others – just put them to one side and we’ll arrange to come and collect them as soon as we can and either replace them or again, refund you the money.
4.2 If you’ve purchased tickets to an Honest Grapes event, and we cancel it, you will receive a full refund. If you purchase tickets to an Honest Grapes event but do not attend for whatever reason, you will not receive a refund.
4.3 When you book a corporate or private event with us, we allocate resources and people to host the event, source and deliver the wine, together with ancillary items (e.g. catering, printing, glasses). If you decide to change the specification (e.g. wines sourced) or date of the event, or choose to cancel your booking, you will be liable for change or cancellation fees as follows below.
You will be required to make full or part payment of your booking at the time of making the booking. The amount will be advised to you at the time of booking and is a non-refundable deposit. We will make an additional charge of 2.5% if you choose to pay by credit card. You must pay the full balance by the balance due date notified to you, usually 30 days before the event date. If full payment is not received by the balance due date, we may cancel your booking and charge the cancellation fees set out below:
We realise that customers sometimes need to change the date of an event and we shall do our best to accommodate this. If we are able to provide resources for the changed date, you will be charged a rebooking fee in addition to the booking cost initially quoted. If we are unable to provide resources for the changed date, the booking will be treated as cancelled by you and will be subject to the cancellation terms outlined above.
Customers often ask us to bring extra wine to events in case more is required. If agreed, this can be supplied on a sale or return basis (with a quarter of the stock allowed to be returned in a re-sellable condition and in full cases). We will send you a final post-event invoice if justified to cover such items as additional wine, food or drinks consumed, delivery costs and glass hire breakages including credit for returned stock. Such invoices are immediately payable.
4.4 If you have a problem with a product or service you bought online at Honest Grapes, you can submit your complaint via the Online Dispute Resolution Platform of the European Commission via the following address http://ec.europa.eu/odr which may allow out-of-court dispute settlement.
6.1. We rely on word of mouth more than anything (and by that we mean all sorts – including email, Twitter, Facebook – you name it). And there’s nothing we like more than when a satisfied customer tells their friends about us. What’s more, it keeps our marketing costs down, which means we can keep delivering great wines at great value to all members.
6.2. If you’re introducing a new friend to Honest Grapes, then we’ll happily deposit a few pips points in your account as a thank you for spreading the word. The amount may vary from month to month, but simply hit the recommend a friend button on the website and it will give you the latest incentive for telling the world about us.
6.3. Please note, we reserve the right to change the amount, or indeed cancel the reward when necessary, but we will always make this crystal clear in the Recommend a Friend page.
6.4. If you’re a friend taking up the recommendation from a current member of Honest Grapes, then all the details will be explained in the sign up invite and sign up page. Welcome to Honest Grapes!
6.5. If you decide to take up membership, all the appropriate terms & conditions will apply.
6.1 Our standard delivery service does not apply to certain postcodes. Please see below for a list of exceptions. Also, please note that we don't offer Saturday morning delivery to any of the postcodes listed below, and they do not qualify for free delivery on orders of £150 or more.
6.2Orders to the following postcodes are charged at the standard rate but will take longer to arrive: AB30 to AB38, AB41 to AB45, AB51 to AB56, AB63, DD8 to DD10, FK8, FK16, FK17, FK21, PA29, PH10, PH11, PH13, PH14, PH16 and TD15.
6.3Orders to the following postcodes are subject to a £18.53 delivery charge and will take longer to arrive: BT, HS1 to HS9, IV1 to IV36, IV40 to IV49, IV51 to IV56, KA27, KA28, KW1 to KW17, PA20 to PA28, PA30 to PA49, PA60 to PA78, PH17 to PH26, PH30 to PH44, PH49, PH50, ZE1 to ZE3.
6.4Orders to the following postcodes are subject to a £15.00 delivery charge and take up to 3 days to arrive: IM, TR21 to TR25. As much as we would love to be able to service all areas in the UK, we are unable to accept orders to either JE or GY postcodes. Our apologies.
We use a third party provider, dotmailer, to deliver our marketing emails. We gather statistics around email opening and clicks using industry standard technologies.
Hopefully you've had a look through our website and noticed a few differences from other online wine retailers. Perhaps the key one is that you won’t see large discounts or heaving price slashing. The reason is simple – we don’t believe in marking wines up to then discount down again immediately, creating a false impression of value. Our wines are worth what they’re worth and we’re proud that they represent great value at all times to our customers.
But, we do value our customers and we appreciate their loyalty. Hence our “pips programme”. Essentially the more you spend, the more “pips” you earn. “pips” can be exchanged for wine, tickets to events, or a selection of offers from partners.
As the “pips” are essentially of exchange value, we have quite a few terms and conditions surrounding their use and their application. We hope you understand why and apologise for the length of this bit – but the legal eagles insist on it. So here goes:
Definitions for T&Cs
"Pips points" means the credits pips points, earned by a Member of Honest Grapes loyalty scheme;
"Card" means, where issued, a Premier Crew, Grand Crew, or WineChap Crew Classé or Loyalty Honest Grapes membership card, as the case may be;
"Conditions of Use" means the Conditions of Use relating to the certain Honest Grapes pips propositions as amended from time to time;
"Data" means data personal to a Member;
"Event Beyond Your Control" means unusual and unforeseeable circumstances which you cannot control and the consequences of which you could not have avoided even if you had taken all reasonable care;
"pips programme” means the Honest Grapes Limited Loyalty Programme;
"Fraud" includes fraud, dishonesty and deceit and in particular:
"Loss" means losses, costs, damages, injuries, accidents or claims (whether direct or indirect) suffered by Members in connection with the provision of pips Points and Rewards;
"Marketing Partners" means Service Partners, franchisees, subsidiaries of Honest Grapes Limited,
"Member" means the person who is a member of the Honest Grapes Loyalty Programme
"Membership" or “Friendship” means membership of the Honest Grapes Loyalty Programme
"Processing" and "Processed" includes obtaining, using, recording and holding in electronic or any other form;
"Rewards" means any pips or services issued as a reward under the Membership scheme and used by a member;
"Service Partner" means partners and companies who provide Services to Members by reason of their Membership;
"Services" means the benefits, services, Rewards and facilities from time to time available to Members whether provided by Honest Grapes Limited or its Service Partners;
"Year" means the period of twelve months from the date of issue of a Card and each twelve month period thereafter.
Friendship and Crew Level Terms
1.1. Individuals who are 18 years of age or over may apply for membership of the loyalty scheme.
1.2. Honest Grapes reserves the right not to enrol individuals with resident addresses outside the UK.
1.3. Membership is open to companies, partnerships, unincorporated associations or similar entities but must be discussed directly with Honest Grapes Limited Marketing Department.
1.4. Membership is not automatically granted on the purchase of your first case of wine, unless otherwise directed by the individual and appropriate payment of membership fees is made – unless you enter the Pick of the Bunch case scheme. Membership is offered at the discretion of Honest Grapes Limited.
1.5. Applicants accepted as Members will be given a Membership number and may be provided with a Card. Multiple Membership is not permitted and each Member must maintain only one account. In the case of duplication of Membership, all Memberships may be cancelled as will any duplicate Pip Points.
1.6. Applicants will be admitted to Membership on the date they make their first purchase of wine; by accepting Membership the members agrees to be bound by the Terms and Conditions (as amended from time to time) and the information on www.honestgrapes.co.uk.
1.7. Each Member must give Honest Grapes Limited immediate written notice of any changes of name or preferred mailing address and, if requested by Honest Grapes Limited, written proof of any such changes. These changes can also be made online by visiting www.honestgrapes.co.uk.
1.8. Honest Grapes Limited will not be responsible for late, lost or misdirected mail.
1.9. Correspondence from Members to Honest Grapes Limited should be sent to the email@example.com.
1.10. Membership will terminate automatically: a) in the event of the expiry of all pips points, or if a Member has not earned or redeemed Pip Points, or purchased or transferred pips points in accordance with the appropriate Conditions of Use for 36 consecutive months; and b) upon the death of a Member, pips points, accumulated but unused at the time of death shall be cancelled. A member may not nominate another individual to act on their behalf in relation to their Membership.
Protection of Data
2.1. The Data which is Processed by Honest Grapes Limited, in connection with Members may include, Membership Data (such as pips points, accumulated or redeemed);
2.2. Data about wines bought by the Member;
2.3. Data supplied by the Member;
2.4. Data collected when the Member is provided with Services; and Data collected when the Member is otherwise in contact with Honest Grapes Limited, or a Service Partner (such as Data about use of www.honestgrapes.co.uk).
2.5. The sources of the Data Processed by Honest Grapes Limited in connection with Members may include Data collected by Partner Companies or combine Data with data held on other Group Company databases in order to differentiate between categories of Members and of members of other loyalty schemes for any of the purposes listed below.
2.6. Members consent to: their Data being supplied to Honest Grape Group Companies, Service Partners, Marketing Partners, and whosoever may be necessary to fullfill the obligations to the member; their Data being transferred to other countries whether or not such countries have data protection laws; and the processing of any sensitive data included in their Data (such as data revealing a medical condition or religious belief).
2.7. The purposes for which Data may be Processed by Honest Grapes Limited or by a recipient of Data include: providing Services to Members; making changes to Services and developing new Services; providing customer service Honest Grape Loyalty Scheme Members; accounting and audit, safety and security, fraud prevention and investigation, and systems testing, development and maintenance; customer relations, service recovery and assisting Honest Grapes Limited and Service Partners in future dealings with Members; credit checking and credit scoring where permitted; immigration and customs control; customer profiling and other marketing and market research analysis; (by or on behalf of Honest Grapes Limited) communicating to Members information about pips Points and the Loyalty Programme, including information about benefits, using any contact details provided; (by or on behalf of Honest Grapes Limited or Marketing Partners) communicating to Members about other products, services or facilities offered by Honest Grapes, Marketing Partners or other carefully selected companies, using any contact details provided; conducting market research; and any other purpose which is obvious or is communicated to the Member.
2.8. By registering your email address in situations such as, but not limited to, making a purchase, signing up to an Honest Grapes account, signing up to our newsletter, you are giving your consent to receive receive marketing and market research communications. Where consent is given it may be withdrawn by the customer at any time by clicking the Unsubscribe link on the email communications they receive, or by writing to Honest Grapes Limited at Bon Marché Centre, 241 Ferndale Road London SW9 8BJ or by emailing at firstname.lastname@example.org.
2.9. Before any Data relating to a Member is disclosed to a Member by Honest Grapes Limited, the Member may be asked security questions which may require him/her to confirm his/her identity by providing information held by Honest Grapes Limited about that Member.
2.10. Honest Grapes Limited may disclose Data relating to a Member to a third person who has been nominated in writing by the Member to Honest Grapes Limited in advance. Members are responsible for the security of their online logons and passwords and Honest Grapes Limited shall have no liability in the event that a Member's logon and/or password is disclosed by the Member, whether intentionally or not, so as to allow a third person online access to the Data and to make any transactions. Honest Grapes Limited reserves the right to block online access to Data by or through any third party website not authorised by Honest Grapes Limited.
Use of the Honest Grapes Loyalty Card
3.1. Applicants accepted for Membership will be eligible to receive a card upon earning a set level of pips points under the Loyalty Programme. Membership Cards must be signed immediately on receipt and then will be valid until the expiry date shown on it.
3.2. Only the Member named on the Card may use it or quote the Membership number. Cards are not transferable in any circumstances.
3.3. The Card is not a credit card. It remains the property of Honest Grapes Limited and must be returned if requested.
3.4. The Member should produce the Card or Membership Number at any time when attending events with Honest Grapes Limited or when utilising the goods or services of a Service Partner.
“Pips” points – earning your rewards
4.1 Pips points can only be earned through monthly deposits through the Honest Grapes Limited website, or engaging in authorised Honest Grapes Limited promotional activities online. Each pip point is worth 1p.
4.2 Members must supply their full name and Membership number when registering for pips points online.
4.3 The rules on earning pips points may change from time to time and are entirely at the discretion of Honest Grapes Limited.
4.4 Pips points must be earned by the Member and are not transferable.
4.5 If a Member has not earned or redeemed pips points or purchased wine or other members benefits/services with the appropriate Conditions of Use for 12 consecutive months, all pips that have accrued to that date will expire.
4.6 Pips points credit in relation to a monthly deposit or rewarded activity will be tracked and credited to only one account.
4.7 Honest Grapes Limited will record pips points in the Member's personal account. Pips cannot be redeemed until they have been recorded in the Member's personal account.
Redeeming your pips points
5.1. Pips points can only be redeemed online against wine purchased from Honest Grapes Limited, or against tickets and services offered online at www.honestgrapes.co.uk as part of a particular promotion or reward activity. They cannot be swapped, traded, auctioned or otherwise used in any other regard or with any other product.
5.2. Honest Grapes Limited reserves the right to change details and levels of reward at any time, without hindrance and members of the Honest Grapes Loyalty Programme agree to abide by the decisions of Honest Grapes Limited in this regard.
Premier Crew Case Subscription Programme
As a member of Honest Grapes Premier Crew you can choose to regularly receive mixed cases of wine from us.
6.1 When you sign up to receive cases from us, you will be asked to nominate the date you would like to receive your next case on. We will deliver your case within 5 business days of this date.
6.2 You can change the frequency, value and configuration of your case schedule at any time. However, any changes need to be made at least 5 working days before your nominated delivery date for your next case. If made within 5 days of delivery of your next case, the changes will not take effect until your next case from Honest Grapes.
6.3 As a Premier Crew member, you deposit a minimum of £50 into your Honest Grapes account each month. These deposits build to form your Honest Grapes’ credit balance, which you can use at any time to purchase wine or event tickets. We also use your credit balance to pay for your regular mixed cases. We will start to prepare your case 5 days before your nominated delivery date. If, at this time, there is not sufficient credit in your Honest Grapes account, we will use your pips (loyalty points) to pay for the balance of the case cost. If you do not have sufficient pips, we will then charge your registered credit or debit card with the balance.
We regularly offer Discount Codes and Vouchers distributed through our partners. These promotions can only be redeemed by new Honest Grapes customers who reside in the UK and are over 18 years of age. Discount codes cannot be exchanged for cash and are available on online purchases only.
First order offers are dependent on stock and exclude Club Offers, the Taste Lab Kit & Taste Lab Kit events, Laurent-Perrier, Dom Perignon.
First order discounts exclude Club Offers, the Taste Lab Kit & Taste Lab Kit events, Laurent-Perrier, Dom Perignon, and are not applicable to existing Premier Crew members.
Offers cannot be used in conjunction with another offer.
The "Black Friday Wines" offers customers a 10% discount on orders over £75, on a selection of our Sommelier Selection and Festive Gifts.
The discount applies to online purchases only, and excludes Club Offers, Zalto products, the Taste Lab Kit & Taste Lab Kit events, Nyetimber, Laurent-Perrier and Dom Perignon.
The promotion is open to UK residents only, aged over 18. Ends midnight 29th November 2017, but Honest Grapes reserves the right to withdraw or amend the promotion in the event of any unforeseen circumstances without notice.
All offers are subject to stock availability.
This offer cannot be used in conjunction with other offers.
The order processing and delivery are subject to our general Terms and Conditions as stated in paragraphs 1-7.
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