Shop and Delivery Policies
DELIVERY BEFORE CHRISTMAS
The last date for orders before Christmas is Monday 18th December. However, we cannot guarantee delivery before Christmas Day.
We are open for click-and-collect at the Winery in Staplehurst up until 23rd December and then again from 27th to 31st December. When ordering online, please make sure to click ‘click and collect from Balfour Winery’ at checkout.
Our couriers normally deliver Monday to Friday, between 9am and 5pm.
We aim to despatch your order within one working day of receipt and deliver within 7 working days to addresses within mainland UK. Please note that deliveries to islands off mainland Britain may incur extra charges. Please email [email protected] if you require a quote. Christmas deliveries may take longer.
Customer satisfaction – if you are dissatisfied with our performance in any way, please email our sales department immediately. We aim to deal with all enquiries fairly, confidentially and quickly. We will acknowledge your contact within 24 hours of receipt of your email (excluding weekends). We try to resolve most issues immediately, but where this is not possible, we will keep you informed of progress until a satisfactory resolution has been achieved. We are continually improving our service, but if you have any particular ideas or suggestions about how we can improve, please send them to [email protected].
PRICES AND PAYMENT
All prices are quoted in pounds sterling. The prices include Value Added Tax unless otherwise specified. Any delivery charges are additional and will be added to your bill before you confirm your order.
We accept payment by Visa, Delta, MasterCard, Electron and Maestro. Unfortunately, we cannot accept American Express.
Age restriction – we will not sell alcoholic products to customers that are under 18 years old. By placing an order you confirm that you are at least 18 years old.
Please note that if you are buying a case of wine as a gift, the recipient must also be over 18 years old.
If our couriers are in any doubt about the age of the recipient on delivery, they will request a form of acceptable photographic ID. If the recipient is unable to produce appropriate ID to confirm that they are over 18 years old, unfortunately, our couriers will be unable to leave the consignment at the delivery address.
Order Confirmation – an auto-email receipt will be sent to the customer when an order is placed and paid for by credit or debit card.
Cancellations – you may cancel your order, for any reason, within 7 working days from the date you receive your wine. To receive a refund of your cancelled order all of the bottles must be unopened, undamaged and returned to Balfour Winery. We shall refund the price of the wine within 30 days from the date you notify us of the cancellation once the wine has been collected by our carrier, returned and inspected by us. Unless the wine has been delivered damaged or faulty a surcharge of £20 will apply to your refund to cover the costs for delivery and collection of the wines.
UNFORTUNATELY, WE ARE UNABLE TO REIMBURSE THE DELIVERY AND COLLECTION CHARGES FROM CAMCELLED ORDERED.
Refund Policy – if some or all of the bottles of wine in a case are broken or spoiled when they are delivered you should notify our sales office by email or telephone within 24 hours and we will replace any damaged wine or refund you the cost of the damaged wine.
You should ensure that all bottles are carefully inspected on delivery, as we will not consider any claims for breakages of our wines unless the breakage is stated on the delivery documentation.
Nothing in this clause shall affect your statutory rights as a consumer. You can email us at [email protected].