FAQs

Where is Alteus Wines located?

The store is at 2 London House, London Road, Crowborough, East Sussex, TN6 2TR. We have parking immediately outside the shop and there is also a small, free car park just 300 yards (1 minute walk) from the shop in Pilmer Road (TN6 2UD). The shop is open Tuesday – Saturday, 10am – 5.30pm. These hours are subject to change on certain Bank Holidays. Please see the home page from any temporary changes to opening hours.

 

Making a Purchase

Once you have browsed through the website and chosen your wines and paid, you will be sent an email confirming your transaction and your order we be processed ready for delivery. If for any reason you have made a mistake just give us a call on 01892 654449 and we can help sort it out. Check your Spam/Junk folder if your email hasn’t come through.

 

Is it safe to give my credit/debit card details online?

Alteus Wines uses Shopify Payment Gateway to secure payments processed through the website, ensuring the connection is encrypted when transmitting banking information and safeguarding your financial data. All credit and charge card transactions are subject to validation checks and authorisation by the card issuer.

 

What payment methods do you accept?

We are happy to accept payment by Switch and Maestro debit cards, Delta, Solo, Visa, Mastercard, Amex and Apple Pay.

 

Can I pay over the phone?

If you prefer to call the shop to place an order that is perfectly fine. You can either arrange to collect the wine or we can arrange a delivery date with you.

 

How much do you charge for delivery?

For any purchases over a total value of £100, delivery is free of charge within our delivery radius of the shop. For any purchases below £100 a delivery charge of £7.50 will be charged. Please note that we do not accept orders for deliveries under £50.

 

Is there a minimum quantity I must order?

No, there is no minimum number of products you need to order. If there is a special bottle of wine you want to order for a special occasion or to send as a gift then that is fine with us. Our minimum order value to qualify for delivery is £50.

 

Will you deliver to my area?

We deliver to within a c15 miles radius of the shop, which is defined by specific post codes We are unable to deliver outside of this radius, including National deliveries.

 

When can I expect delivery to be made?

We typically deliver on Fridays and Saturdays, providing we have received the order by 12pm the day before. If you’re not going to be in then make sure you let us know a safe place to leave your goods. Please note that this is at your risk and we cannot be responsible if the goods go missing. We will take a photo to confirm where the goods have been left.

 

If I choose click and collect, how soon will my order be ready?

Providing you have placed an order by 2pm, your order will be available for collection the same day, within our normal opening hours. You will receive a message letting you know your order is ready for collection. Please note that orders may take a little longer in the run up to Christmas.

 

I am not sure you received my order. How do I check?

Please call us on 01892 654449 to check. If you log into your account, you should also be able to see orders you have placed.

 

Can I send a personalised message with my delivery?

A gift card message is free and can be added to any order. Please complete the “Gift Message” box with your message at the time of checkout.

 

What if the wine is damaged in transit?

As we do all deliveries ourselves, we hope this will not happen. However, if a bottle is damaged when you unpack please let us know within 24 hours of purchase.  We will refund or replace all genuine claims for breakages

 

I think the goods are faulty, what do I do?

On rare occasions a wine is corked or faulty. When this happens we will gladly offer a replacement or credit on the return of the bottle in question. Please telephone or email us as soon as possible. We will then refund you the cost of the bottle upon its return to the shop.

 

How do I cancel an order I placed?

If the order has not been dispatched you can cancel your order by emailing us at info@alteuswines.co.uk These orders will be cancelled and a full refund given.

 

How does Alteus Wines protect my Privacy?

We will only collect the relevant data to service your order. You will receive newsletter from us from time to time and you can unsubscribe from these. Your data is not shared with other organisations.

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