Terms & Conditions
This is what they commonly call the fine print:
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. General Terms & Conditions
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. 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 not be able 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 For your own safety we reserve the right to contact your card issuer for the purposes of carrying out security checks.
1.7 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 This is to say that any product may be withdrawn from offer without notice.
1.8 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. This includes vintage changes. 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 Delivery options
We offer the following delivery options, according to the category of wine or other product or service you’ve purchased.
2.1.1 SOMMELIER SELECTION, ‘LAST FEW’ AND GIFTS
- Standard Delivery to most mainland UK postcodes (exceptions listed in 2.3 below) takes 2-3 working days and costs £7.50 for orders under £75. Orders over £75 are offered with free Standard Delivery only if processed online (i.e. not telephone or emailed orders).
- Express Delivery is available for most mainland UK (please see item 2.3).
- Express Delivery is available for £12.50, or £5 for orders over £75 if processed online.
- 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.
- Same Day Delivery is available for £20. This option is available to most London postcodes as listed in clause 2.3.5, 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.
2.1.2 CLUB OFFERS
Our Club Offers may take longer to ship, as we collect all of our members’ orders together before ordering them from the winemaker. The expected delivery timelines for each product should be specified on the product page. Otherwise, please contact us for information.
Deliveries for most Club Offers, including En Primeur deliveries are charged at £15 per order. En Primeur wines need to be collected from the winemaker, imported into the UK, received into an HMRC approved bonded warehouse and then collated with your other orders for delivery to your bonded account or home. We may need to make additional charges for delivery to your home address from our bonded storage. For more information about In Bond wines, click here.
2.1.3 GROWERS LIST
Deliveries for the wines on our Growers List cost £25, and can take several weeks as we pick these wines up from the winemaker and consolidate with other scheduled deliveries from them. Please let us know if you have an urgent request and we’ll do our best to help.
2.1.4 INTERNATIONAL DELIVERY
International deliveries are subject to international delivery fees specific for each country, which for deliveries within Europe, 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 firstname.lastname@example.org so that we can find the best available rate for you.
We use a variety of fulfilment services including Parcel Force and BRISQQ, as well as specialist wine couriers. You will receive a tracking number via email, and also via text message if you provide a mobile number with your order. If you are not home to receive your order, it will be left according to instructions requested at the time of purchase. You may request that the courier leaves the wine in a safe place if you are out, however if you do so, you accept liability for receipt in good condition. If no special instructions are left, the courier will leave a non-delivery card and you will be able to arrange re-delivery or pick up from your nearest Parcel Force depot (for Parcel Force deliveries). Our service includes one attempted delivery and a redelivery. If you are unable to receive your wines on the second occasion, you may need to pick them up from a depot or pay for further delivery.
2.2.1 Where is my wine?
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.
2.3 Delivery Postcodes and Standard Delivery
2.3.1 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 £75 or more.
2.3.2 Orders 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.
2.3.3 Orders 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.
2.3.4 Orders to the following postcodes are subject to a £15.00 delivery charge and take up to 3 days to arrive: IM, TR21 to TR25.
2.3.5 We can offer Same Day delivery to the following London postcodes:
E1,E14,E15,E16,E1W,E2,E3,E5,E77,E8,E9,E98,EC1,EC1A,EC1M,EC1N,EC1P,EC1R,EC1V, EC1Y,EC2,EC2A,EC2M,EC2N,EC2P,EC2R,EC2V,EC2Y,EC3,EC3A,EC3M,EC3N,EC3P,EC3R,EC3V,EC4,EC4A,EC4M,EC4N, EC4P,EC4R,EC4V,EC4Y,EC50,N1,N16,N19,N1P,N4,N5,N6,N7,NW1,NW10,NW1W,NW2,NW3,NW5,NW6, NW8,SE1,SE10,SE11,SE12,SE13,SE14,SE15,SE16,SE17,SE19,SE1P,SE20,SE21,SE22,SE23,SE24,SE25,SE26,SE27,SE3,SE4, SE5,SE6,SE7,SE8,SE9,SM1,SM3,SM4,SM5,SM6,SW1,SW10,SW11,SW12,SW13,SW14,SW15,SW16,SW17,SW18,SW19, SW1A,SW1E,SW1H,SW1P,SW1V,SW1W,SW1X,SW1Y,SW2,SW20,SW3,SW4,SW5,SW6,SW7,SW8,SW9,SW99,W1,W10,W11,W12,W14,W1A,W1B,W1C,W1D,W1F,W1G,W1H,W1J,W1K,W1M,W1S,W1T,W1U,W1W, W2,W3,W4,W6,W8,W9,WC1,WC1A,WC1B,WC1E,WC1H,WC1N,WC1R,WC1V,WC1X,WC2,WC2A,WC2B,WC2E,WC2H, WC2N,WC2R.
3. Customer comments, ratings and recommendations
3.1 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.
3.2 Honest Grapes reserves the right to amend or delete any inappropriate comments.
4. Refund Policy
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 stated below.
You will be required to make full or part payment of your booking at the time of booking. The amount will be advised to you at the time of booking and is a non-refundable deposit. 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:
- If you cancel with more than 30 days in advance: The non-refundable deposit
- If you cancel less than 30 days in advance: 100% of the booking as quoted
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.
5. Recommending a friend
5.1 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.
5.2 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.
5.3 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.
5.4 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!
5.5 If you decide to take up membership, all the appropriate terms & conditions will apply.
6. Cookie information
7. Non cookie-based tracking
We use a third party provider, dotmailer, to deliver our marketing emails. We gather statistics around email opening and clicks using industry standard technologies.
8. Honest Grapes Friendship and Crew Loyalty Programme - pips
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:
8.1 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:
- knowingly supplying incorrect information including at the time of purchase to accrue pips points;
- attempting to accrue pips points which have not been earned or for which a member is not eligible;
- altering documents to procure pips points
- attempting to accrue pips points illicitly;
- attempting to accrue pips points more than once for the same purchase;
- selling, bartering and/or purchasing pips points and associated rewards, by means of internet based sales or auctions; or
- knowingly benefiting from the Fraud or Misconduct of another Member or individual.
"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
8.1.1 Individuals who are 18 years of age or over may apply for membership of the loyalty scheme.
8.1.2 Honest Grapes reserves the right not to enrol individuals with resident addresses outside the UK.
8.1.3 Membership is open to companies, partnerships, unincorporated associations or similar entities but must be discussed directly with Honest Grapes Limited Marketing Department.
8.1.4 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.
8.1.5 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.
8.1.6 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.
8.1.7 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.
8.1.8 Honest Grapes Limited will not be responsible for late, lost or misdirected mail.
8.1.9 Correspondence from Members to Honest Grapes Limited should be sent to the email@example.com.
8.1.10 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.
8.2 Protection of Data
8.2.1 The Data which is Processed by Honest Grapes Limited, in connection with Members may include, Membership Data (such as pips points, accumulated or redeemed);
8.2.2 Data about wines bought by the Member;
8.2.3 Data supplied by the Member;
8.2.4 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).
8.2.5 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.
8.2.6 Members consent to: their Data being supplied to Honest Grape Group Companies, Service Partners, Marketing Partners, and whosoever may be necessary to fulfill 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).
8.2.7 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.
8.2.8 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 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 141-157 Acre Lane, London SW2 5UA or by emailing at firstname.lastname@example.org.
8.2.9 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.
8.2.10 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.
8.3 Use of the Honest Grapes Loyalty Card
8.3.1 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.
8.3.2 Only the Member named on the Card may use it or quote the Membership number. Cards are not transferable in any circumstances.
8.3.3 The Card is not a credit card. It remains the property of Honest Grapes Limited and must be returned if requested.
8.3.4 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.
8.4 “Pips” points – earning your rewards
8.4.1 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.
8.4.2 Members must supply their full name and Membership number when registering for pips points online.
8.4.3 The rules on earning pips points may change from time to time and are entirely at the discretion of Honest Grapes Limited.
8.4.4 Pips points must be earned by the Member and are not transferable.
8.4.5 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.
8.4.6 Pips points credit in relation to a monthly deposit or rewarded activity will be tracked and credited to only one account.
8.4.7 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.
8.5 Redeeming your pips points
8.5.1 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.
8.5.2 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.
8.6 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.
8.6.1 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.
8.6.2 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.
8.6.3 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.
9. Gift cards and Vouchers
9.1 Please note that our gift cards and vouchers are valid for one year from the date of purchase / issue.
9.2 “Money off Vouchers” exclude Club Offers and certain products for which we cannot make further discounts, including (but not limited to) all spirits, Laurent-Perrier, Dom Perignon, Ca del Bosco, Bollinger, Taittinger, Ruinart, Henri Giraud and Nyetimber wines.
10. Partner Vouchers and Discount Codes
We regularly offer Discount Codes and Vouchers distributed through our partners. These promotions can only be redeemed by 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 purchase offers are only available for the first online transaction made by a client. They are not available to Premier Crew or Grand Crew Classé Club Members (we give you lots of other freebies)! They depend on availability of stock and exclude Club Offers and certain wines for which we cannot make further discounts, including (but not limited to) Laurent-Perrier, Dom Perignon and Nyetimber wines.
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.