Delivery & Returns
UK Delivery:
Whilst we always aim for a same-day despatch some products may be periodically ‘out of stock’ or offered on a ‘pre-arrival’ basis. In the event of a delay to your delivery, one of our team will be in immediate contact. Please also note that we currently only offer weekday delivery. If you wish to stipulate a delivery day, or if you’ve any questions about our deliveries, please feel welcome to get in touch with us via email hello@marlo.wine.
Deliveries are made by our dedicated carriers DPD Local & PackFleet. For larger orders we may switch to a pallet carrier such as APC Overnight to save on packaging waste. Our carriers offer a next working day (Monday to Friday excluding Bank Holidays) service to the UK mainland, and all orders received by 1.00pm Monday to Friday are processed that day, if the items are in stock. If not in stock and offered on ‘pre-arrival’ we’ll let you know right away.
All UK mainland orders handled by DPD local give you a one-hour delivery time window, either by email or text.You’ll receive email updates so you can track the progress of your delivery, and if you provide a mobile telephone number you’ll also receive interactive SMS to let you know of your parcel’s progress.
All of our deliveries require a signature. If you request, verbally, via email or in the comments section at checkout that we leave your order without a signature, this is done so entirely at your own risk and any losses will not be replaceable.
National Deliveries (the rest of the UK except Highlands and Islands)
- Next Working Day - £6.95
Delivery Conditions:
If you’re not in when the courier arrives, they’ll leave a contact card. Please call the number on the card to fix a suitable time for our UK courier partners DPD & Packfleet (and APC) to re-deliver to you free of charge. If you don’t organise re-delivery the wine will be sent back to our warehouse in London.
Our couriers need a signature to deliver your order, so please make sure you give us an active delivery address, where someone will be available to sign for them.
We refuse to sell or deliver alcohol to anyone who is, or appears to be, under the age of 18. By placing an order (in line with our T&Cs) you confirm that you are at least 18 years of age and we, or/and our couriers, reserve the right to ask for a form of ID, or to not deliver the goods, if we are unsure about the recipient’s age.
Alcohol will not be delivered to anyone who appears intoxicated.
Please drink responsibly and refer to www.drinkaware.co.uk for more info.
UK Returns:
If you change your mind for any reason within 14 calendar days of receiving your order, please let us know by emailing hello@marlo.wine within this time frame (Please quote your Account & Order numbers when making contact). The cost of returning the order will be at your expense and we will refund you, less the original delivery cost once we have safely received the products.
If your wine is not what you ordered please let us know within 14 days and we will arrange for the collection of it and re-despatch of a replacement order. There will be no additional carriage expense in this instance.
We take special care to ensure your goods are packed safely and securely, using approved packaging but occasionally and unfortunately, some breakages or damage can occur. Any damage to the order that has occurred during transit must be reported to us as soon as possible on receipt of the goods. If there is visible damage on delivery, this must be reported to the courier. All goods must be examined and we must be notified by email (hello@marlo.wine) of any breakages immediately and no later than 24 hours of signing for the order. We may ask you to send us photos of the damage before further action is taken.
From time to time we all find the odd faulty bottle, if this does happen then please let us know straight away and retain the bottle plus stopper and contents, so that we can arrange for it to be collected and returned to us for examination. Please note that faulty wines can only be returned and credited up to 30 days from your receipt of the order. Unfortunately we are unable to replace any mature wine over 10 years of age and these wines are purchased ‘sold as seen’.
International Delivery:
We’re not quite there yet. At present we can only deliver to addresses within the British Isles. As further expansion plans take seed, we hope to be able to ship further afield in Autumn/Winter 2023. If you have a specific enquiry about International Delivery, please get in touch as we should be able to help!
For further information email hello@marlo.wine