Frequently asked questions

1) What if I need some help using the website? 

Please read through our FAQ, and if you have any questions, contact our customer service team at 020 8951 9840 or email us at [email protected].

2) I can’t find a product on your website.

Use the top search bar. If the item is on the website, it will appear and be marked either in stock or out of stock. If you cannot find the item, it has likely been discontinued. However, there is still a chance that one of our stores has it. If so, you can call us at 020 8951 9840, and we will be happy to help. Alternatively, you can look for a similar product on our website.

3) If an item is out of stock, can I still order the item?

Not currently. There is an option to request an email notification when a product returns to stock on the product page for each item currently out of stock. We will provide a pre-order service soon, so make sure you sign up for our newsletter to hear it first. You can also call our customer service team at 020 8951 9840 to see if we have that product in a store, and they can arrange the stock for you.

4) Do you have any discount codes?

All of our discount codes are communicated via marketing promotions, so the best thing to do is sign up for our newsletter and connect with us on our social platforms, e.g. Facebook, LinkedIn and Instagram. We have a mix and match offer whereby you can order a mix of wines, spirits, beers and other drinks, and receive an increasing discount at quantities of 6, 12 and 18 items. Please note that, for some drinks like beer, an item means typically a multipack case, not a single can or bottle. Please also note that some items, such as fine or rare bottles, are not included. To receive this discount, you must be logged in to your Account. 

5) Can I purchase or use a gift card?

This is not currently available; however, we will launch this service soon.

6) Can I order over the phone?

We do not take web orders over the phone. 

7) What if I haven’t received a confirmation email?

All confirmation emails are automatically generated upon a successful purchase. If your payment did not go through, check your junk mailbox and then check with your bank. If you still need a confirmation email, call us at 020 8951 9840, and we will send one.

1) What information do I need to provide when making an online payment? 

You need a valid credit or debit card and must enter your name, card number, expiration date, and CVC number on our Sage Pay checkout page. You must also accept our terms and conditions and confirm that you are over 18. 

2) What payment methods do you accept?

We accept all major credit and debit cards including Visa, Mastercard, Maestro and American Express.

3) Are my payment details stored?

No, we do not store your card details. Online payments are made via our secure Stripe payment gateway service, and our Magento platform follows the Payment Card Industry Data Security Standard (PCI DSS). This means we can safely and securely process your data to prevent fraud and breaches. We also use the latest SSL technology (secure server technology) to protect all personal and order details throughout your time on AmathusDrinks.com. For more information, please refer to our Privacy Policy & Data Protection.

4) When will the payment be taken out of my bank account?

When you place a successful online order, funds in your bank account will be deducted immediately. If there is a problem with your order, you will be notified on the payment page. Very occasionally, a payment can fail and money can still be deducted from your account. This is because the bank thinks the payment will be successful and holds the money in a pending state for 5 days. The funds will be returned to you thereafter. If you have any concerns, please contact us immediately at 020 8951 9840 or email us at [email protected].

5) My payment keeps failing to go through. What do I do?

Please check the details you entered or try using a different card. If you are still getting a payment error, please call us at 020 8951 9840, and we will take your order over the phone. Your previous attempts will be void, so you will not be charged.

1) When will my order be delivered? 

We aim to ship items within the same working day but always within two working days, subject to the order being placed before 2 pm and subject to the availability of stock.  *If stock is not available at our warehouse and needs to come back from one of our stores before we ship to you, your order may take up to 5 working days to be shipped – whether that is to your delivery address or to one of our stores. Once your order has been despatched, you will receive a shipment confirmation email, and the following day, you will receive a text from our courier APC with a delivery window. If your order has still not arrived, please email [email protected], quoting your order number.

Look out for your shipment confirmation email, as once you receive this your order will arrive the following day.  

We recommend collecting high-value products (above £1000) from one of our stores. Alternatively, this item will be dispatched via London City Bond high-value delivery service, which may take 5-7 working days. Our Customer Service Team will be in contact to confirm options.

2) What is the cost of delivery?

The minimum order amount to qualify for FREE delivery is £100 inc. VAT. For orders under £100 and under 20kg, a flat fee of £6.90 will be applied. Additional shipping charges are applied to orders over 20kg but under £100, which are dependent on the weight and location of where the items are being delivered.

3) Can I collect an order from store?

You can order any item on our website and collect it from one of our stores, using the 'click and collect' option during the checkout process, where you can choose a store to pick up from, for free.

If we already have stock of the same product in your chosen store, you can pick it up the same day. If stock is unavailable for same-day collection, you will get an email letting you know when it will arrive at the store – usually between 1-3 days. A staff member at the store will also call you once your order is ready for collection. You must show proof of ID and the payment card to place the order before we can hand over the goods. You must arrange suitable transport to collect the goods.

Please note that for any 'click and collect' orders placed after 2 pm on a Friday, where stock is unavailable in that store, you will need to wait until the following Tuesday at the earliest to collect your item from your chosen store. Our store opening times can be found on each individual store page via stores.

4) Can I get my order delivered to a different address?

Yes, you can choose to have your order delivered to a different address than the billing address. In the shipping address field, please enter the name and address of the person you would like to send the goods to.

5) What happens if I am not in during the day of delivery?

If you are not in during the delivery window, the driver will try to contact you to find a time to redeliver your goods. If you want your items left in a safe place while you are out, you must inform us so we can liaise with the courier.

6) Do I have to sign for delivery?

Yes, all deliveries will be required to be signed on delivery. Please note that an adult over 18 must be present at the address to sign for the goods and will be required to show proof of ID. You must not buy alcohol on behalf of under 18s. We apply "Challenge 21" policy to all delivery and collection orders. We will not supply if the person receiving or collecting orders appears under the age of 21.

7) I've had the wrong items /quantities delivered.

Please email us your order number, a photo of the packaging, and the product (s) delivered.

8) Can I get a tracking number for my order?

Once your order has been dispatched, you will receive a confirmation email containing a tracking number and a link to the relevant courier's tracking page. Please allow up to 24 hours for the tracking information to be updated. If you do not receive a tracking number or if you experience any issues, kindly contact our customer service team, and we will assist you promptly. Please note that we are not responsible for any delays caused by the courier service once the package has been dispatched.

1) How do I cancel an order? 

If you need to cancel an order you have just placed, you can do so by calling our customer service team on 020 8951 9840 and provide your order confirmation number and name. If you contact us after your item has shipped, we will be unable to cancel it, and you will need to return it to us. Please email us at [email protected] with your order confirmation number, full name and the reason for the return. Shipping charges are non-refundable. We advise you to obtain a postal receipt or send the items back via recorded delivery.

2) I’m unhappy with the order I received. How do I get a refund?

If you are unhappy with your product, you are entitled to a full refund if you return it unopened and in its original packaging within 30 days of purchase. To request a refund, please email us at [email protected] with your order confirmation number, full name, and the reason for the return. Shipping charges are non-refundable. We advise you to obtain a postal receipt or send the items back via recorded delivery.

3) How do I return an order I no longer want?

To return an item, please email us at [email protected] with your order confirmation number, full name and why you are returning the item. Shipping charges are non-refundable. We advise you to obtain a postal receipt or send the items back via recorded delivery.

4) How long will my refund take to process?

When you place a successful online order, funds in your bank account will be deducted immediately. If you have a problem with your order, you will be notified on the payment page. Occasionally, a payment can fail and money can still be deducted from your account. This is because the bank thinks the payment will be successful and holds the money in a pending state for 5 days. The funds will be returned to you thereafter. If you have any concerns, please get in touch with us immediately at 020 8951 9840 or [email protected].

1) Do your products come with advice on what to drink them with? 

On many of our product pages on our website, there is a ‘download product info’ link, which gives you further information about the item and advice on what to drink it with.

2) What wine varieties do you offer?

Our expert buying team selects wines from all corners of the wine world, including Old World classics like Burgundy, Bordeaux, or Barolo, New World countries like Australia and South Africa, and unusual places like Georgia and Lebanon. Our selection covers everyday wines as well as fine and rare examples across a wide range of styles and grape varieties. You can easily browse our range by going to Wine on the top menu of the website and viewing by country, region, style, or price.

3) What is your oldest whisky?

Our expert buying team curates a wide range of whiskies from all over the world. This includes a list of small parcels or limited editions of fine and rare whiskies, which is constantly updated, so our oldest whiskies change frequently. The best way to keep up to date with our range is to sign up for our newsletter and connect with us on social platforms such as Facebook, LinkedIn, and Instagram.

4) Do you offer anything to accompany your drinks?

We offer cocktail garnishes and accessories online and will expand our range soon. Some of our stores also sell jamon, cheese, and nuts. Sign up for our newsletter to stay abreast of the latest news, products, and promotions.

1) I am interested in becoming a trade customer. What do I do?

Please call us on 0208 951 9840, and choose option 1 and speak to a member of our trade team.

2) I am already a trade customer but I cannot get hold of my Account Manager. What do I do?

Please call us on 0208 951 9840, choose option 1 and another member of our trade team will assist you.

1) How do I change my email, password or address?

You can log into ‘My Account’ and change your email, password, or address details. You can also sign up for the newsletter and re-order your previous order.

2) How can I register for Amathus events?

Please visit our events page, sign up for our newsletter, or follow us on social media, where we provide all event updates.

3) I am holding an event and would like to order some drinks?

If you are holding an event and would like to order some drinks, please get in touch; a staff member will be able to confirm your requirements before placing your order.

4) Can I sign up to the newsletter? 

You can sign up for our newsletter at the bottom of every page on our website.

5) Do you stock ethical products?

We are pleased to support producers who implement initiatives that benefit the environment and their local communities. At Amathus, we stock a wide range of organic and biodynamic wines, spirits, and vegan and sustainable drinks. The ‘More Information’ section on the detailed pages for individual products includes this information.