FAQs

1. How do I place an order?

Orders can be placed online or through your personal wine advisor.  Once your order has been placed online, you’ll receive an order confirmation.

Should you experience any issues please do contact Customer Services on customerservices@elicite.com or 0203 176 7637.

If you need any assistance choosing wines or for international orders please contact our sales team: sales@elicite.com or (0) 44 203 735 5555.
 

2. Can I order without an account?

Yes, you can place an order online as a guest.

3. How much will the delivery cost?

There is a flat rate delivery charge of £7.50 ex vat.
Costs for the more remote parts of the UK will be higher, please contact us for a quote.

 

4. Can I add a gift note?

5. How do I know my gift has been delivered?

We are updated on all our deliveries by our trusted courier service.  Please contact us and we’ll provide you with the delivery status.

6. Will my gift delivery display price?

Invoices included in orders do not display prices.

7. Can I amend/cancel my order?

Yes.  Please contact us on customerservices@elicite.com or 0203 176 7637 and we will be happy to advise you on the next steps.  If your order has already been shipped out please check our Cancellation policy which can be found in section 8 our Terms & Conditions.

8. What is the minimum order?

We do not have a minimum order threshold; you can order a single bottle or a mixed case as per your requirements. 

For large orders of 10 cases or more please contact us at sales@elicite.com or 44 (0)203 735 5555.

9. Corporate orders

10. If the wine is out of stock, can you source this for me?

For wines valued at £50 and above, contact our sales team who will gladly advise you of your options sales@elicite.com or (0) 44 203 735 5555.

11. When will I receive my delivery?

1-2 business days after placing the order.  This will be longer for those in remote areas of the UK eg Scottish Highlands.

Online orders are shipped within the UK only.
For international orders please contact our sales team sales@elicite.com or (0) 44 203 735 5555.

Should receipt of your delivery be delayed for any reason, we will contact you via phone or email.

12. Can I arrange delivery into my bonded account?

Indeed you can.  Select “In Bond Account” in the checkout and add your account information.

13. Delivery Instructions

All orders must be signed for by a person over 18 years of age.  In the event that you are not available to receive your wine, it can be left in a safe place or with a neighbour. Add this information to the delivery instructions field in the checkout.  

You can also contact us with instructions after confirmation of your order on 44 (0)20 3176 7637 or customerservices@elicite.com.

Please note that parcels not signed for at the delivery address will not be insured against loss or damage.

14. Failed Delivery

If there is no one available to sign for the delivery and no instructions were given to leave the shipment, we will contact you via phone or email to reschedule your delivery.

Should the delivery fail on a second occasion, through no fault of ELICITE, you will be subject to redelivery charges.

 

15. Returns

If you are not satisfied with your purchase from us please contact us on customerservices@elicite.com to arrange a return. A collection cost will be deducted from your refund amount issued via the same payment method used for the order.

If the wines are faulty, please contact us with photos of the relevant damage or a description of the issue so that we could investigate and arrange a replacement or a refund free of charge.

For further information, please see section 8 of our Terms & Conditions.

16. Payment Methods

We accept payments for online orders from all major card types, including Visa, MasterCard and AMEX, via Worldpay.  Your card will be charged immediately.
If you’d like to pay by bank transfer please contact us on customerservices@elicite.com or 0203 176 7637 for our bank details.

 

17. Invoice Request