FAQ

Here are some of our most frequently asked questions.  If you can't find what you're looking for, please email us on contact@vintriloquy.com or call  the Customer Service team on 020 3489 5610

How to contact us

How can I contact you?

You can contact our Customer Service team on 020 3489 5610 (from within the UK) or +44 (0) 20 3489 5610 (from outside the UK). Alternatively, you can email us at contact@vintriloquy.com

When are you open?

Our standard opening hours are as follows:

  • Our Customer Service office is open 9am to 5pm Monday to Friday 

Our Customer Service office is closed on Weekends and Public Holidays.

What is your email address and when will you reply?

You can email us at contact@vintriloquy.com and we’ll do our very best to help you as soon as possible. We aim to reply to all emails within 24 hours, but at busier times it may take us a little longer. If your enquiry is urgent, you can always give us a call on 020 3489 5610

Do you have a live chat service?

Not yet but we will be implementing a live chat service soon. 

 

Delivery & Shipping

Where do you deliver?

We can deliver to all UK and EU addresses and delivery charges for these addresses are included in the checkout process and detailed on our UK and International delivery pages.  Of course we can also deliver to many international addresses but rates vary and so you will need to get in touch with our Customer Service team, particularly since there are restrictions, regulations and customs duties applicable to alcohol imports in many countries.

How long will it take for my order to arrive?

Our standard delivery is within 3-5 working days. Deliveries to Northern Ireland, The Isle of Man, The Isle of Wight, The Isles of Scilly,some areas of Scotland and Europe can take 6 to 10 working days. We only use couriers with first class online tracking so you will be able to track your order from warehouse despatch to delivery..

Why is my order sometimes despatched separately?

We will always do our very best to consolidate all your orders into one delivery. Occasionally, however, we will have to split your order into separate deliveries in order to ensure we can get your order to you on your chosen day.

How can I track my order?

Once your order is ready for delivery, we will send you an email letting you know it has been despatched from our warehouse. We will then send you an email the following day which will include a tracking link and will also send you a text if you have provided us with a UK mobile number. UK customers will be able to reschedule their delivery time with the courier if necessary.

Who will deliver my order?

We use a few select courier partners for UK and European Our two main partners are Parcelforce and APC.

Can I collect my order ?

Yes you can collect your order from the Good Wine Shop store at Richmond Hill where the Vintriloquy office is also located ( 56 Friars Stile Road, TW10 6NQ). That's free of course - just select Collect at Store at checkout.  Please wait for us to confirm that the order is ready for collection before coming to the store.  

What will happen if I am not in when you try to deliver?

If you’re not in when we try to deliver, the driver will leave a calling card to let you know they tried to make a delivery. The card will explain how you can rearrange delivery for a more convenient day. If you think there’s a chance you might be out on the day of delivery then you can always specify “if out” instructions – either a safe place for us to leave your order, or a neighbour with whom to leave it.

Can I amend my order after it has been placed?

We will always do our best to cater for any amendments. Please contact our Customer Service team on contact@vintriloquy.com as soon as you know you’d like to make a change and we will try to deal with your request; however, depending on how close to completion your order is, it might not always be possible.

What if my order hasn’t arrived when you said it would?

Our couriers do a great job, but on the off-chance your order hasn’t arrived when you expected, please contact our Customer Service team and we will resolve the issue as quickly as we can.

What if my order has arrived and it’s damaged?

If your order arrives damaged, then please contact our Customer Service team. We’ll arrange for the damaged order to be collected and a replacement order sent out as quickly as we can for all UK customers.  For EU customers, depending on the circumstances, we may offer you a credit for the damaged bottles.

 

My Account

How do I access my account?

Your can access your account by visiting www.vintriloquy.com/login.

 

I’ve got more than one account with you; can I link them together?

Yes, please contact our Customer Service team and we’ll be able to do this for you.

How can I update my account details?

Once you are logged into your account you can update any of your details including your password, email address, invoice and delivery addresses, and payment details. If you cannot access your account, please get in touch with our Customer Service team and we’ll get you back online.

What else can I do via my online account?

On your account you can also see your order history, any outstanding orders, your wish list and recently viewed items. 

What should I do if I’ve forgotten my username or password?

If you’ve forgotten your password, then you click “Forgotten your password” and you will receive an email inviting you to reset your password. If you still cannot access your account, please get in touch with our Customer Service team.

 

Buying Wine

How can I place an order with you?

You can purchase via our website www.vintriloquy.com.or you can drop us an email with the details of what you would like to purchase at contact@vintriloquy.com

Which wines or spirits should I pick?

Our website has some great search and filtering functionality to help you find exactly what you need and we aim to provide a wealth of information about our producers as well as reviews from professional critics and customers.  The Best Seller and Trending Wine selections will give you an indication as to what is popular with customers over the last 30 days in terms of wines sold and wines viewed. 

How can I update my account details?

Once you are logged into your account you can update any of your details including your password, email address, invoice and delivery addresses, and payment details. If you cannot access your account, please get in touch with our Customer Service team and we’ll get you back online.

Is there a minimum order?

Yes. there is a standard minimum order of £80.00. This minimum does not apply to purchases of gift cards.

Are prices inclusive of VAT?

Yes, all prices are inclusive of UK VAT at 20%.

Can I have request a VAT invoice?

Yes, just email Customer Service at contact@vintriloquy.com with your order number and we would be happy to send you a VAT invoice in your personal or company name.

 

Returns & Refunds

What if my order has arrived and it’s damaged?

If your order arrives damaged, then please contact our Customer Service team. We’ll arrange for the damaged order to be collected and a replacement order sent out as quickly as we can.

My wine is corked, what should I do?

If you suspect your wine is corked or faulty, then please contact our Customer Service team. We’ll arrange for the out-of-condition wine to be collected and a replacement order sent out as quickly as we can. If we no longer have stock of the wine, a credit for the original purchase price of the bottle can be arranged.

We are happy to credit you for any wines which have not been opened and remain in perfect condition. Please contact the Customer Service team to arrange a collection and refund.

 

Gift Purchases

Can I buy products as a gift for someone else?

Yes, you can purchase products as a gift for someone else and have it delivered to their address. We offer a range of gift packaging and greeting cards.  Just select "This is a Gift" on your Cart page.

What gift packaging do you offer?

We offer gift packaging in premium wooden gift boxes only for 1,2,3 and 6 bottle gifts as well as magnums. A few bottles of unusual design may not fit into these standard wooden boxes.

 

 

Gift Vouchers

Do you sell gift vouchers?

Yes. We call them gift cards and they are emailed directly to the recipient's email address. They come in a variety of different designs for birthdays, weddings or anniversaries and can be redeemed in our London shops, over the phone and on vintriloquy.com

How can I buy gift cards?

You can purchase gift cards on our website.

What can I buy with my gift card?

You can redeem gift cards against wines, spirits and tasting events in our London shops, over the phone and on vintriloquy.com

How long are gift cards valid for?

Our gift cards are valid for 12 months from the date of purchase. 

 

Payment Options

Which cards do you accept?

We accept all major debit and credit cards. If you’d like to check a particular card, or are having trouble making payment, please contact our Customer Service team.