Terms and Conditions

By placing an order on the Serenata Wines website or when calling our customer services team to place an order, you are agreeing to the following terms and conditions.

You must be over 18 to place an order for alcoholic products on the Serenata Wines website. By placing an order, you confirm that you or the recipient of an alcohol gift are over the age of 18.

Changes to your order

If you wish to change your order, please do so via the My Account area of the Serenata Wines website. Please note that any changes to your order (delivery address, gift message) must be made at least 24 hours prior to dispatch to ensure that we have time to amend the order prior to dispatch. We cannot guarantee to accept changes made to your order after that time.

Payment problems

Our website has a secure checkout and we therefore encourage customers to place their orders online. However, on occasion, when submitting customer's credit/debit card details to our bank, we receive payment failures which prevent us from accepting your order immediately.

Occasionally credit cards that are entered correctly and have sufficient funds are not validated because the card issuer is performing a random security check. In these cases, we will still have received your order but need to take payment over the phone. We will email or call you in these circumstances. If you receive a message to tell you that payment has not been validated, please contact our customer service team immediately to ensure your order is delivered on time.

Due to time differences, payments made out of office hours, or problems getting hold of customers via the contact details they have provided, we are sometimes unable to process a valid payment prior to the requested delivery date. If this is the case, once we have received payment, we will dispatch the Wines as soon as possible to ensure that there is no further delay. Although this delay is regrettable, it is outside our control and therefore we cannot offer any form of refund in these circumstances.

Delivery related problems

Under normal circumstances, we will try to ensure that your order is delivered to the recipient's address you provide on the date you requested when placing your order. However, there are times when this is not possible due to problems with the address information that our customers provide or due to problems our drivers encounter when attempting to deliver the order.

How to help us ensure we deliver Wines successfully...

It is very important that you ensure that the recipient address you provide is accurate and that you give additional instructions to assist our drivers locate difficult-to-find addresses.

If you are unsure of the recipient's address, we recommend using one of the following address lookup and validation websites:

• http://www.royalmail.co.uk
• http://www.192.com

In order for us to resolve any delivery issues at the time of delivery, it is very helpful to have the following contact information at the time of order placement so that we can contact you or the recipient at the time of delivery to ensure that problems can be resolved as soon as possible:

• your contact telephone number
• your contact email address
• the recipient's contact telephone number

Failure to provide this contact information may result in us not being able to resolve delivery issues in a timely fashion.

In the event that we are not able to deliver your order due to...

(a) a problem with the address you provide or if the recipient no longer lives at the delivery address

We cannot be held responsible for delivery problems which result from a problem with the address you provide at the time of order placement or if the recipient no longer lives at the address provided.

At the time of order placement, we insist that you check the recipient address is valid. If we subsequently are unable to deliver due to an incorrect address, we will attempt to contact you via email or phone to help find the correct address. If we are able to contact you, we will arrange a subsequent re-delivery with you. If we are unable to contact you at the time of attempted delivery, we will return the order to our warehouse and awaiting contact from you.

Please note that we will only attempt one subsequent delivery and that this may not be possible on the date of the original delivery. Re-delivery dates and options are subject to our standard cut-off policies. We reserve the right to charge an additional delivery charge if the delivery problem is due to a problem outside our control.

We are not responsible for any other costs incurred by the customer due to failed deliveries.

(b) the recipient not being in at the time of delivery

If the recipient is not available when we attempt delivery, we will:

(i) follow any delivery instructions you provide at the time of order placement - given the likelihood of the recipient not being in when we attempt delivery, we recommend that delivery instructions are provided for all orders placed via our website or sales team.

(ii) attempt to leave the order securely on the premises (unless you request that we don’t do this) - our driver will leave a card with details of the location of the order. The card will be our proof of delivery. Please note that we are not liable for any theft of goods left securely on the property.

(iii) attempt to leave the order with a neighbour (unless you request that we do not do this) - our driver will try to leave the order with a neighbour if possible and leave a card at the recipient's address. The card will be our proof of delivery. Please note that it is the recipient's responsibility to collect the order from the neighbour.

If our drivers are unable to deliver the Wines using one of the options above, we will attempt to contact you via email or telephone to resolve the delivery issue. If we are able to contact you, we will follow do all we can to follow the instructions you provide. Alternatively, we will attempt to arrange a subsequent re-delivery with you. If we are unable to contact you at the time of attempted delivery, we will return the order to our warehouse and awaiting contact from you.

Please note that we will only attempt one subsequent delivery and that this may not be possible on the date of the original delivery. Re-delivery dates and options are subject to our standard cut-off policies. We reserve the right to charge an additional production and delivery charge if the delivery problem is due to a problem outside our control.

If you decide to cancel the order instead of arranging a re-delivery, we reserve the right to charge deduct a cancellation fee from the refund value.

We are not responsible for any other costs incurred by the customer due to failed deliveries.

(c) a problem our driver encounters when attempting to deliver the order

In rare circumstances, our drivers are unable to deliver an order. This may be due to problem with the delivery vehicle. We ensure that these occurrences are minimised. However, in the event that we are unable to deliver the order due to circumstances that are within our control, we will contact you immediately via email or phone to arrange a re-delivery and refund the original delivery charge. We reserve the right to provide additional compensation in the form of a discount off of a future purchase from SerenataWines.com. No other form of compensation is accepted.

If we are unable to contact you, we will arrange a re-delivery at the next possible opportunity. Please note that this may not be possible on the date of the original delivery.

We are not responsible for any other costs incurred by the customer due to failed deliveries.

Where possible, we will attempt to obtain a signature from the intended recipient of the Wines.

Delivering to businesses, hospitals, universities...

In some circumstances, for example, when delivering to some business addresses, hospitals or universities, we may not be able to deliver the Wines directly to the intended recipient. Please note that these circumstances are outside our control. In this case, we will deliver to the reception area or post room and (where possible) obtain a signature from the receptionist (or equivalent). This signature will be our record of delivery.

Other hospital-specific delivery issues

Deliveries to hospitals are often problematic as patients move from ward to ward, or are discharged. This means that we sometimes are unable to deliver orders for customers at a very emotional time. However, many of these problems can be resolved by ensuring that we have accurate and up-to-date information about the ward that the recipient is in.

It is particularly important that you provide the full name of the recipient of the order as there can be several patients with the same name and this can lead to delivery issues that are out of our control.

In the event that delivery to the recipient is not possible, we reserve the right to charge an additional production and delivery charge. If you decide to cancel the order instead of arranging a re-delivery, we reserve the right to charge deduct a cancellation fee from the refund value.

Other business addresses delivery issues

If you wish to order Wines for delivery to a business address, we recommend that you use one of timed delivery services to ensure delivery is made within office hours.

In the event our standard delivery option is chosen for a business address and a delivery between 8am and 6:30pm fails due to the recipient not being available, or the business being closed, we will not accept any liability for the non-delivery and reserve the right to charge an additional production and delivery charge for any subsequent re-delivery. If you decide to cancel the order instead of arranging a re-delivery, we reserve the right to charge deduct a cancellation fee from the refund value.

Flower availability and substitution

All floral products are subject to availability. In the event of any supply difficulties or if the Wines we have received from our growers that are needed to make up your order do not meet our high quality standards , we reserve the right to substitute any product with an alternate product of a similar style and equivalent (or greater) value and quality. Where this is necessary, we will try to contact you via email. If you wish to discuss the substitution we have made, please contact our customer services team.

If we are unable to contact you via the contact methods provided prior to the time that we make up your order, we will assume that you accept the substitution.

Damaged Wines

Although we do our best to ensure that this does not happen, on very rare occasions, Wines arrive at their destination damaged. If the recipient receives damaged Wines, please contact us immediately so that we can arrange one of the following:

• a re-send on the next available delivery date, or
• a full refund

Special offers

At our discretion from time to time, we may offer products at discounted prices. These offers are valid from the time that we introduce them to the end date of the offer and they cannot be used for purchases before the offer introduction date or after the offer end date.

In the event that a customer has made a purchase and the price of a product falls or is discounted due to a special offer, the price of the product at the time of purchase shall 'prevail'. We are unable to offer special offer discounts for purchases that have already been made.

As our special offers are often made available due to the availability of products, we may change the terms of special offers, or withdraw them altogether, at any time and without prior notice.

We also reserve the right to offer different personalised special offers and promotions and it will therefore only be possible for the customer in receipt of the special offer to redeem the discount.

Customer and recipient personal information

To ensure that we can communicate effectively with both customers and recipients, it is very important that you provide accurate personal information.

Please remember that we value your privacy and will never lease, rent or sell your private information. Period! For more information, please see our privacy policy.

At the checkout, we ask for the following personal information:

• customer email address - we use this information to provide a better customer experience by sending order confirmations, dispatch confirmations and delivery confirmations. We will also use the customer's email address in the event that we need to make substitutions. Please ensure that email addresses are accurate.
• customer full name and address - we use this information for credit card validation and for direct mailing (if you have agreed to receipt of these mailings)
• customer telephone number (and mobile number) - we use this information to contact customers in the event of problems with the order such as payment failures or delivery problems
• recipient full name and address - we use this information in order to be able to deliver the Wines you have ordered. It is vital that the recipient's address is accurate.
• recipient telephone number - we use this information to contact the recipient in the event of a problem delivering your order. We will not contact the recipient under any other circumstances.

Thank you for you order, and we hope your serenata experience will be a pleasurable one.

Calls to our customer services team from mobile phones and abroad

We provide freephone telephone numbers for our customer services team. These numbers are free to call from a UK landline. However, calling these numbers from a mobile phone or from abroad may incur charges. Whilst convenient, mobile phones can be expensive to use and you should note some service providers charge for calls to free phone numbers (and this is outside our control). We regret that we cannot reimburse any telephone costs incurred when using mobile phones or when calling from abroad. It is therefore recommended that a landline phone be used wherever possible when calling our customer services team. Alternatively, contact us via email, live chat or our 'call me back' service.