FAQ

Here are some of our most frequently asked questions. If you can't find what you're looking for, please contact 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 20 3489 5610 (from outside the UK). Alternatively, you can email us at contact@thegoodwineshop.co.uk or fill out a contact form on this page. You can also find us on Instagram @thegoodwineshophq, Twitter @thegoodwineshop, Facebook or LinkedIn.

When are you open?

Our current opening hours are as follows:

• Our Customer Service office is open from 9am to 6pm Monday to Friday.
• Our Richmond shop is open from 11am-8pm Sunday to Wednesday, 10am-9pm on Thursday and from 10am-10pm Friday to Saturday.
• Our Kew shop is open from 11am-8pm Sunday to Tuesday, 10am-9pm on Wednesday-Thursday and from 10am-10pm Friday to Saturday.
• Our Chiswick and Teddington shops are open from 11am-8pm Sunday to Wednesday and from 10am-9pm Thursday to Saturday.
• Our St Margarets shop is open daily from 11:00- 20:00

What is your email address and when will you reply?

You can email us at contact@thegoodwineshop.co.uk 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. 

My Account

How do I access my account?

You can access your account by visiting www.thegoodwineshop.co.uk/account/login

I am an existing customer, how do I set up an online account?

It’s more than likely that you already have an account set up with us using the email address you supplied when you first joined us. You can try logging in by visiting ww.thegoodwineshop.co.uk/account/login. If you’ve forgotten your password, then click “Forgotten your password” and we’ll guide you through the process of setting up a new one. If you still cannot access your account, please get in touch with our Customer Service team.

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 profile, 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 we’ll guide you through the process of setting a new one. 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.thegoodwineshop.co.uk or you can call our Customer Service team to place an order. You can also drop us an email with the details of what you would like to purchase.

Which wines or spirits should I pick?

We pride ourselves on having some knowledgeable wine experts here at The Good Wine Shop who have tasted all of our wines and know them well. Just get in touch with us and we can guide you through the process of choosing the most suitable wines for your needs. If you prefer to shop online then our website has some great search and filtering functionality to help you find exactly what you need.

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?

No there is no minimum order.

Are prices inclusive of VAT?

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

Can I request a VAT invoice?

Yes, just email Customer Service at contact@thegoodwineshop.co.uk 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?

Our Shops

When are your shops open?

• Our shops in Richmond and Kew are open from 11am-8pm Sunday to Wednesday, 10am-9pm on Thursday and from 10am-10pm Friday to Saturday.
• Our Chiswick and Teddington shop are open from 11am-8pm Sunday to Wednesday and from 10am-9pm Thursday to Saturday.
• Our St Margarets shop is open daily from 11:00- 20:00

How do I contact your shops?

Each shop has an individual phone number and email address which you can find on the Contact Us page.

Do your shops have parking?

No but there are parking areas near every shop and if you have pre-ordered then we would be more than happy to bring your wine to your car.

Can I taste wines in your shops?

Our Richmond, Teddington, Chiswick and Kew shops have a wine bar open every day from 12pm to closing. 

We also hold barrel pour tastings every Friday where you can taste one or two wines for free.

We also have a full calendar of in-store tastings events that you can find on our Event Calendar page.

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 you can add a gift message free of charge.

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. Please note that a few bottles of unusual design may not fit into these standard wooden boxes.

Can I send a gift message?

Yes, you can add a gift message of up to 240 characters for any order you place. You can enter this as part of the checkout process if you purchase online or by asking the member of our Customer Service team you are talking to.

Gift Vouchers

Do you sell gift vouchers and how can I buy them?

Yes, we have two types of gift vouchers:

• those we sell online and that you can only redeem on our website and NOT in store. They are emailed directly to the recipient's email address.
• those we sell in shops and that can be redeemed in any of our shops and NOT on our website. These are physical tickets with a barcode.

What can I buy with my gift voucher?

You can redeem gift vouchers against wines, spirits and tasting events.

How long are gift vouchers valid for?

Our gift vouchers do not have an expiry date.

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.

Tasting Events

What sort of events do you offer?

We offer regular tasting events and masterclasses every month at our shops in West London. Find out more about our events here.

Do you run private events?

Yes, we would be delighted to curate an event to your requirements, from a business meeting or lunch through to a birthday or anniversary celebration – either at an external venue of your choice OR at one of our shops.

My ticket hasn’t arrived yet – what do I do?

We will send you a Tasting Ticket order confirmation via email. We don't issue or send hard copy tickets.