Terms of service

Who we are: Wine at Heart Ltd

Company number: 12455830

VAT registration number: 371417896

Registered address: 51 Stanley Road, Wallington Surrey, SM5 4LE

Contact information: info@wineatheart.co.uk


Governing Law These Terms and Conditions and any separate agreements whereby we provide you with products and services shall be governed in accordance with English law and jurisdiction.


General Terms This website is maintained by Wine at Heart Ltd. The terms “we”, “us” and “our” refer to Wine at Heart Ltd, who provide this website, including all information, products and services available from this site to you, the user, dependent upon your acceptance of all terms, conditions, policies and notices mentioned here.

By visiting our site and/ or purchasing something from us, you agree to be bound by the following terms and conditions (“Terms”). These Terms apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/or contributors of content.

Please read these Terms carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services.

Any new content, services or features which are added to the current website/service shall also be subject to these Terms. We reserve the right to update, change or replace any part of these Terms by adding updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the addition of any changes constitutes acceptance of those changes.

Please note that we reserve the right to refuse service or orders to anyone for any reason at any time.


Age of Purchaser You must be 18 years old or over to purchase alcohol from this website. Be aware that purchases of alcohol are subject to a ‘Challenge 25’ age verification scheme. It is a criminal offence for anyone under the age of 18 to buy or attempt to buy alcohol, and for anyone buying or attempting to buy alcohol for persons under the age of 18. All purchases and attempted purchases are recorded.

We may ask for age verification and identification at the point of sale and/or delivery and have the right to decline the sale should we not be satisfied that you are at least 18 years of age.


Information Available on Our Website Whilst all efforts will be made to the contrary, we will not be held responsible if information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and any reliance on the material on this site is at your own risk.

This site may contain certain historical information which is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.


Title of Goods All wines and any other products sold by Wine at Heart Ltd will remain our property until full payment is received. They will become your responsibility once they are dispatched and delivered to the delivery address that is given at the time of ordering or that is otherwise advised by you prior to dispatch.


Pricing & Availability of Stock All prices on our website includes alcohol duty and VAT as applicable, in UK pounds sterling. All efforts will be made to ensure correct pricing on our website. Occasionally, an error may occur and goods may be mis-priced. If we discover a pricing error we will, at our discretion, either: contact you and ask you whether you wish to cancel your order or continue with the order at the correct price; or notify you that we have cancelled your order. We will not be obliged to supply goods at the incorrect price.

Prices and availability of our products are subject to change without notice. Pricing is reviewed on a regular basis, and we reserve the right to change pricing at any point before a client’s order is both confirmed.

We do not guarantee availability of all items or specific vintages on our website. In the unlikely event that a product is unavailable when you place your order, we shall contact you to either select a suitable replacement, or another acceptable arrangement for the completion of your order. Prices may also change due to other circumstances beyond our control such as increases in HMRC’s alcohol duty, fluctuation in exchange rates and so on.


Ordering We will dispatch your wine once your order has been paid for (including delivery charge if applicable). Until point of dispatch, we may reserve the right to cancel the order without reason, to inform you of this and provide a full refund of payment taken. In the case of event tickets or gift card sales, acceptance of order and creation of the contract is on receipt of payment and provision of the ticket itself.

We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we will notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or cancel orders that, in our sole judgment, appear to be placed by wholesalers, resellers or distributors without prior discussion with us.

An order may be cancelled within 24 hours from the point of order/payment. Please contact us immediately should you wish to cancel your order on info@wineatheart.co.uk


Payment [Payment takes place on order via our payment provider, Stripe].

By placing an order, you agree to provide current, complete and accurate purchase and account information for all purchases made at our store, including delivery information (with associated delivery charge). You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.


Delivery We currently deliver free of charge in our local area of East Sheen. A charge of £10 will be incurred for all UK deliveries outside of these areas which are below 12 bottles and/or £200. We will endeavour to deliver within 5 days of the point of order. This does not apply to items which are out of stock at the point of order.

If for any reason it is not possible to be present to receive delivery, at checkout you may stipulate a so-called ‘safe place’ in which to leave your order. This must be away from public view and from minors. We cannot, however, accept any liability should the delivery be made by our courier company to the safe place as per the correct instructions, but the order be found to be damaged or absent on your return.

If no stipulation is made, the goods will be taken back to the depot and a calling card will be left at your address with a number for you to contact to make you own arrangements to retrieve the goods.

Correct information must be given. We do not accept any responsibility for late or non-delivery of goods arising from incorrect information provided at time of ordering.

Should the courier company, APC be unable to deliver for any reason caused by you, we will not be liable for the charge of re-delivery at another date/time and will ask that this charge is covered by you prior to re-delivery. This includes where the order was purchased by you as a gift for another, and where delivery details or chosen delivery date are incorrect, requiring a second delivery (and re-charge).

We cannot guarantee that we will always be able to fulfil deliveries outside of the UK. For such deliveries, please enquire with us directly and we will let you know whether this is possible, depending on the country in question and your time frame.


Refunds & Returns All efforts will be made by us to provide you with wine in perfect condition and as intended by the winemaker. If, however, you do find a faulty bottle, please contact us immediately (and within 3 days of opening the bottle) at info@wineatheart.co.uk arrange a replacement bottle or refund if a replacement is not possible. We may ask for the bottle to be returned by you (at our cost) for analysis.

On receipt of delivery please check your order and inform us asap if there are any absent goods or damaged bottles. We will not be liable for wines that are absent from the delivery or for broken bottles if reported to us more than 5 days after the delivery has taken place, nor where incorrect address or other delivery details were given by you. In case of breakage of any bottle upon delivery, you must notify Wine at Heart Ltd as soon as possible at info@wineatheart.co.uk  and provide photographic evidence. Upon notification you may choose to either get a redelivery of the wine, or we can offer a refund.


Force Majeure The company shall not be liable for any failure to meet its obligations if this failure is caused by circumstances outside its reasonable control.


Intellectual Property Trademarks, copyrights, database, branding, logos and all other content on this website is the sole property of Wine at Heart Ltd and is prohibited for any purpose other than viewing for information purposes and for ordering transactions.

You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the service is provided, without express written permission by us.


Third-party Links Certain content, products and services available via our website and company may include materials from third parties. Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third parties. We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third party’s policies and practices and make sure you understand them before engaging in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third party.


Privacy Policy & Data Please see our Privacy Policy for details of how we treat your data.


Subscription Cases We reserve the right to limit sales to one of each type of subscription case per person per month.


Cancellation & Changes to Your Subscription You may cancel your subscription at any point via your online account. You may also skip a month’s subscription. Payment method, delivery instructions and account details may also be changed at any point via your online account. Please note that subscription orders may be cancelled or changed in any way only up until point of dispatch, which will be confirmed to you.


Payment & Delivery (Subscription cases) Subscription cases are billed on a monthly basis, or bi-monthly basis (according to your chosen membership), recurrently, until cancelled by you via your online account. Note that once payment has been taken and the order has been dispatched, you will not be able to change details for that order. Our usual ‘Refund and Returns’ terms and conditions apply (please see Terms above).