Shipping & Returns
Shipping- Despatching
At A & W Moore wine racks we use a variety of different courier services and our own transport, depending on the size & weight of your goods & the delivery destination. We make regular deliveries to London and the south west of London using our own transport. Our normal manufacturing time is around 14 days from receipt of order for traditional wine racks, cubes and cabinets. Larger cellars can take between 4-8 weeks from approval of the final plans. When receiving your order we will advise you of the likely delivery timetable. If your order is urgent please advise us and we will see what options we have to manufacture your order more quickly. Overseas orders will be despatched using our shipping agents and when the goods arrive in your country the local agent will contact you to arrange delivery. For overseas countries, please contact us by email using info@wineracks.co.uk to request a quotation.
Delivery Instructions / Requirements
Please ensure that any delivery instructions entered with your order will be at your own risk. For example, ‘If out, please leave on doorstep’, is deemed delivered by the courier. It is then assumed as your responsibility.
If any special delivery requirements are necessary, they must be stated at the time of your order. Anything that may restrict or hamper a delivery must be submitted, e.g. restrictions, tight access, gravel driveways, no pavements, property on bend, busy main road, restricted parking, size of delivery vehicle, property access etc. Any such problems not advised which hamper or delay the attempted delivery will be your responsibility.
Please Note: We reserve the right not to deliver orders where we believe the address is not secure, for example to a communal postal address or PO Box. If this affects an order you place, we’ll notify you as soon as possible.
Delivered Items
As soon as you have taken delivery of your goods, you will be responsible for them. We will only deliver goods to the address stated on the order. (Couriers may attempt to deliver your goods to a neighbour, but will leave a note). From the time of receipted delivery of the goods, any loss or damage to the goods shall be at your own risk. Any transit damage to the goods, shortages or incorrect goods supplied must be noted on the delivery consignment note at the time of delivery.
Damaged Goods
We take great care in packing & shipping your goods, ensuring that you receive them in perfect working order. However, if your goods are damaged upon delivery, please email info@wineracks.co.uk or phone 0115 9441434 as soon as possible.
Order Cancellations
Orders can be cancelled provided that they were a stock item up to 14 working days following placement of order. Orders that have been specifically made to your requirements cannot be cancelled Please inform us by email at info@wineracks.co.uk stating ‘Order Cancellation’ as the subject and including all order details (name, products, order details) within the correspondence. Cancelled orders will be refunded in full; this does not include any shipping costs incurred by the sender.
Product Guarantees
All cellar conditioners supplied are covered by the manufacturer’s guarantee for their stated period. Products manufactured by ourselves carry a 24 month guarantee. This guarantee specifically excludes faults caused by accident, neglect, misuse and damp or water. This does not affect any statutory rights that you may have.
Faulty Goods
Products that are deemed faulty can be returned for replacement or a full refund. This does not affect any statutory rights that you may have. Faulty goods can be returned up to 7 working days following receipt of order.
Conditioning Units / Coolers
It is the customers’ responsibility to ensure that the conditioning unit ordered will fit into the designated space. All dimensions are available to view on each individual product on our website; the customer must therefore ensure that the unit is suitable. If the unit is ordered and when delivered, does not enter the property or destination for whatever reason, then a fee of 25% of the retail value will be charged to enable us to return the unit to our suppliers. This is ONLY providing that it is left in its original, unopened packaging. If the packaging of the unit is opened, it CANNOT be returned. This condition reflects the delivery policy of the manufacturers.
Returns
Product Return
Any products that are returned for exchange or credit, not received back in the condition they were originally sent (including packaging), will be subject to a charge to cover the cost of the goods, plus any repackaging costs incurred. i.e. if the goods are just returned as unwanted these will be resold, but this cannot occur with damaged or marked packaging. Products that have been specifically manufactured for yourself cannot be returned unless there are manufacturing faults. This does not affect any statutory rights that you may have.
Wish to return incorrect goods?
If we’ve sent you the incorrect items, then we will arrange a collection of the goods. You will not be charged for this service.
Additional Delivery Information
Pallet deliveries means delivery as per your instructions with goods delivered on a pallet. Delivery does not include unloading from the pallet as this is the purchaser’s responsibility. Maximum pallet sizes are:-1200mm x 1200mm x 1200mm (4′ x 4′ x4′). Maximum weight 1000 kilos (1 ton)
Time Limitation for Notification of Claims Damaged in transit:
If goods arrive in a damaged condition you must make a note on the carrier’s delivery consignment note and it will be your responsibility to inform us within 7 days from delivery. Shortages: It is your responsibility to sign for the correct number of packages as shown on the carrier’s delivery consignment note. Any shortages must be noted on the consignment note and it will be your responsibility to notify us within 7 days from delivery. Incorrect Goods: It is your responsibility to notify us of any incorrect goods supplied within 7 days of delivery.
Non-Deliveries: We will not accept liability for goods lost in transit unless we are notified within 10 days from the expected delivery time. We will notify you when we send your order and give an estimated day of delivery.