Customer Service
FREQUENTLY ASKED QUESTIONS
- Using the site
- Ordering & returns
- Delivery & charges
- Accessibility
- Payment
- Security & privacy
- Store locations
- Corporate sales & weddings
- Gift vouchers
- General
- Terms & conditions
- Contact us
Technical questions
Getting Started
We've selected the best from our stores to create a great range of products that you can access 24 hours a day, 7 days a week. We hope that you’ll find using our website quick and convenient. And you can trust Adnams plc to guide you safely through the online shopping experience, because your privacy and security is extremely important to us. These four features will help make your shopping experience even easier.
- Home page link: The home page link is always in the top left of your screen. You can get back to our home page by clicking on this link.
- Navigation bar: The words on the navigation bar at the top of the screen directly under the Adnams Cellar & Kitchen banner are the names of the "departments" of our online store. Clicking on one of these names will take you to a new page that contains all sections and products included in that area. The menu on the left hand side of the screen gives you more refined options.
- Search bar: The search box is always on the right-hand side of the screen under the navigation bar. You can search by any word or product name, key words such as the product type or the 4-character catalogue code.
- Your basket: The basket will always appear top right, beneath the Search box. Once you’ve added a product, it will show the quantity and subtotal of any product(s) you’ve put into your basket.
Using Search
Our Search engine works by checking your search term against all the product titles and product codes currently on the website. It then shows products on the page that match your query.
You can search in broad terms such as Wines, or be more precise such as White Burgundy or Coffee Pot. A generic term such as Wine may return far too many results for you to sift through; however, if you put in White Wine, then you’ll get a much more refined result to look at. You’ll get the most precise results by using the Advanced Search function to the right of the Search bar.
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Placing your order
Once you've found the items you wish to buy and have added them to your basket, you can begin the checkout process by clicking on the 'Checkout' link in your basket or at the top right of your screen.
- You can go straight to Checkout to pay for your goods and arrange delivery
- In order to initiate a transaction, you must register with us
- At Registration, you’ll be asked to set up a password that you’ll use in future to access your account and retrieve your details and chosen delivery address/es. Please note that this does not include your payment card details. If you have already registered online with Adnams Cellar & Kitchen, simply enter your email address and password and you’ll be able to place an order
- At Checkout, you can review and amend your order details on the Order Summary page.
If you need help placing an order or have any other questions, please contact our Customer Service team on 01502 727222 Monday to Friday 9.00am – 6.00pm or by email at customerservices@adnams.co.uk.
Change or cancel an order
If you wish to change or cancel an order contact our Customer Service team on 01502 727222 Monday to Friday 9.00am – 6.00pm. Please have the order number and date the order was placed to hand. If your products have already been delivered, then you will need to follow our returns procedure.
Partial Deliveries
If you find that your order has only been partially delivered, this may be because other items are being despatched from a different location. However, if your order is obviously incomplete, over-delivered or damaged, or if you wish to change or cancel your order, please email our Customer Service team on customerservices@adnams.co.uk or contact us by telephone on 01502 727222 Monday to Friday 9.00am to 6.00pm.
Adding additional items to your order
Once your order is confirmed, we may not be able to ensure that any extra items will be delivered on the same day. Please call our customer service team on 01502 727222 or send an email to customerservices@adnams.co.uk should you wish to add extra items to your order.
Your purchase history
To find out more information on your past online orders, log in and check out the My Account section.
Returns procedure
We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in fully resaleable condition. Returns should be made within a month of purchase and in original, undamaged packaging.* If we find that the product has not been returned to us in fully resaleable condition, we reserve the right to refuse a refund on the item. All returns are made by courier.
- Faulty, broken or damaged goods
If your wine or kitchenware is faulty, or has arrived damaged or broken, please contact us by telephone on 01502 727222 or by email at customerservices@adnams.co.uk so we can arrange collection and replacement items.
- Mispicked and missing items
If you have received an item not on your order, or part of your order is missing, please contact us by telephone on 01502 727222 or by email at customerservices@adnams.co.uk and we will arrange for collection and redelivery if appropriate.
Breakages or shortages must be registered with us within 24 hours of delivery.
*None of the above conditions affect your statutory rights when goods are faulty, or not as described. For your rights of cancellation under the Consumer Protection Distance Selling Regulations, please see our Terms & Conditions.
Please note: We will refund the price of the item to the purchaser or exchange the product once it is received by us. If you have arranged for a credit rather than an exchange or return, your account will be credited within 5 working days of your goods being received by us.
Returns delivery charges
We do not charge for returns.
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Delivery
Please allow 3-6 working days for delivery. Deliveries are made Monday to Friday only, between 8am and 6pm. We do not offer a 'timed delivery' service. We do offer the facility to deliver to an alternative delivery address, such as a workplace or a neighbour. Alternatively there is a facility to enter a short (36 character) delivery instruction during the checkout process.
Charges and options
| Wine and Kitchenware orders to the value of less than £125 |
£7.50 |
We occasionally offer free delivery on selected cases in which case delivery will be free and will be stated as such. |
| Wine-only orders to the value of less than £125 |
£7.50 |
We occasionally offer free delivery on selected cases, in which case delivery will be free and will be stated as such. |
| Kitchenware-only orders to the value of less than £125 |
£4.99 |
|
| En Primeur orders |
£7.50 |
Delivery will be charged at the time of despatch, along with Duty and VAT payments. |
| Wine and/or kitchenware orders to the value of £125 or more |
Free Delivery* |
*Delivery is free to most parts of mainland UK. For full details please call 01502 727222. |
Deliveries to multiple addresses
If you'd like to have items sent to separate addresses, please complete a separate order for each address. Separate delivery charges will apply to each address, except if the value of an individual order is over £125 (not including En Primeur orders to which a delivery charge of £7.50 will added at the time of despatch, along with your Duty and Vat payment).
Delivery of your order
Please specify if you wish your order to be left unsigned for. Goods requested to be delivered unsigned for are left at your own risk.
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Adnams is committed to providing a website that is accessible to the widest possible audience - regardless of ability or browsing technology and including those who have visual, hearing, motor and cognitive impairments.
The site aims to achieve overall compliance with the Web Accessibility Initiative's (WAI) guidelines.
Web Accessibility Initiative
This website endeavours to conform to the World Wide Web Consortium (W3C) Web Content Accessibility Guidelines 1.0. The Accessibility Guidelines explain how to make Web content accessible to people with disabilities. Conformance to these Guidelines helps to make the Web more accessible to users with disabilities and benefits all users.
There may be some pages that do not conform to all the guidelines. Whilst every effort is made to ensure the whole site conforms, this is an ongoing process and some content may not yet reach the desired standard in all areas.
Please let us know if you have any problems accessing our content
This site is being constantly developed; Adnams is determined to use the medium of the Internet to provide a rich and engaging customer experience and will make every effort to ensure that as much content as possible is accessible to the widest range of users.
If you have any problems accessing any information on the site, please contact the Adnams Team and we will endeavour to find a solution to the problem or provide the information in an appropriate format. The web team can be emailed at customerservices@adnams.co.uk ; we welcome any feedback that we can use to improve our website for you.
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Payment options
We offer various ways for you to pay for your order online including Visa; MasterCard; Switch; Delta; Maestro. However, you may not use Adnams vouchers to pay for online purchases.
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Forgotten your password?
If you have forgotten your password, all you need to do is enter your email address on the 'Forgotten your password' page and we will email you your password information. Then simply follow the instructions in the email to change your password. Click here to go to the Forgotten your password page.
Privacy promise
Your privacy is of the highest importance to us, and we promise never to release your personal details to any outside company for mailing or marketing purposes unless you have given us your express permission to do so.
When you make a purchase from our website, we collect certain personal information from you (for example: your name, email address, payment address and details). All such information is held on secure servers. Adnams plc complies fully with all applicable Data Protection and consumer legislation, and will treat all your personal information as fully confidential. In order to serve you most efficiently, reputable third-party banking and distribution institutions handle our credit card transactions and order fulfilment. They receive the information needed to verify and authorise your payment card and to process your order. All such organisations are under strict obligation to keep your personal information private. To read more on how your personal data is going to be handled, click here to go to our full Privacy Policy incorporated in our Terms and Conditions.
Security policy
We realise how important it is to securely store any information that you provide. Adnams plc maintains the highest levels of security. Our site uses high-level SSL encryption technology. You can therefore rest assured that we take the privacy and security of your payment and personal details very seriously. You can tell whether a page is secure as 'https' will replace the 'http' at the front of the www.adnams.co.uk in your browser address window. A small locked padlock will also appear in the bottom bar of your browser window. Click here to verify our site security.
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Find your nearest store
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Please contact our Customer Service team on 01502 727222 or send an email to customerservices@adnams.co.uk should you have a Corporate enquiry or require wine or kitchenware products in volume. We can also assist you with wines and gifts for weddings.
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Buying Adnams gift vouchers
You can buy Adnams gift vouchers from our retail shops for use in our stores and hotels. Click here for a list of our Cellar & Kitchen Stores. We cannot redeem Adnams gift vouchers on-line.
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Guarantees
We always honour the manufacturer's guarantee period on our kitchenware and gift products where offered; these are usually one year unless otherwise stated.
Prices at Adnams Cellar & Kitchen
All our prices for standard, fine wines and kitchenware include VAT but exclude delivery charges. Prices for En Primeur are excluding VAT, duty and delivery. Delivery is free* for orders over £125. Prices are subject to market fluctuations, currency movements, tax and duty fluctuations. Prices may be subject to change during the life of our printed Wine List.
Not every wine is available to purchase on www.adnams.co.uk but you’ll find the complete range in Adnams Cellar & Kitchen Stores. In-store you’ll also find many hundreds of kitchenware items, most of which are either too bulky or to fragile to offer on-line. If there are any wine products that you can’t find on the site, please call our customer service team on 01502 727222 or send an email to customerservices@adnams.co.uk as we may be able to take your order by telephone.
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Click here to see our website terms and conditions.
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Any other questions?
If you have a query that isnt covered by the information here, please do not hesitate to contact us as we’re very happy to help. Please call our Customer Service team on 01502 727222 Monday to Friday 9.00am – 6.00 pm or send an email to customerservices@adnams.co.uk.
Contact us by e-mail
Send an email to customerservices@adnams.co.uk
Contact us by telephone
Telephone us on 01502 727222 Monday to Friday 9.00am – 6.00pm
Contact us by post
You may write to us using a FREEPOST address (no stamp is required):
Adnams plc
FREEPOST
Halesworth Road
Reydon
Southwold
Suffolk IP18 6SG
Contact us by fax
Fax number 01502 727223
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