FAQ

We realise shopping online can be frustrating at times so we’ve tried to think of all the possible issues you might face and give detailed answers below. 
If you still can’t find a solution to your problem don’t hesitate to chat to us live via our  Online Help  (the blue box below on your right) or just at marc@welovechampagne.com


My Delivery - 

What is the shipping cost? 
When will you send my order? 
When will I receive my order? 
How do you send my order? 
Where is my order? 
The tracking on the carrier’s website doesn’t show any information, what should I do? 
My order has been sent but I still haven’t received it, what should I do? 
What happens if I am not here when my order is delivered? 
My order has arrived damaged, what do I do? 
My order has arrived but an item is wrong / missing? 
I have ordered but I still haven’t received the “Your order has been sent” email, why?


What is the shipping cost? 

The shipping cost is £9.90.

When will you send my order? 
If the products you have ordered are in stock and you order early enough in the day, your order can be shipped on that same day! Usually however, orders are shipped the following working day to placing the order. Any order placed after 5pm on any given day will not be processed the following day then shipped the day after that. All our orders are shipped from Monday to Friday with no dispatches over the weekend. 
Generally, if you order before 5pm, your order is shipped the next working day.


When will I receive my order? 
Any order can take on average 3-7 working days for Champagne and 7-15 working days for accecories to be delivered to a UK.

How do you send my order?

Parcels are sent by courier service.

Where is my order? 
Any order takes on average 3-7 working days to be delivered to a UK. So your order may just be on its way. You can always check the online tracking information provided in the “order status” page for more precise information.

If you have been waiting longer than the stated times, or have not received any tracking information then please don’t hesitate to contact our customer service team.

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The tracking on the carrier’s website doesn’t show any information, what should I do? 
The tracking information of your parcel is only available on the website of the couriers after your order has been collected. Please note however that you may need to wait up to 24 hours before any precise information is made available from the relevant scans.


My order has been sent but I still haven’t received it, what should I do? 
Firstly, please check the tracking information online using the tracking number and relevant website provided. If the information says your parcel is still on its way, we ask that you wait until the parcel arrives in due course. 
Please double check the delivery address and any delivery instructions given to minimise the risk of any confusion. 
If the information online is not sufficient then please don’t hesitate to contact our customer service team after the stated delivery timeframe has passed.


hat happens if I am not here when my order is delivered? 
Our couriers will do their best to deliver and will try 2 neighbours either side of your property or find a safe location hidden from view to leave the parcel. If this is not possible however, you will be left a calling card from and you should then contact them directly to rearrange a delivery. 
You can of course contact our customer service team directly on 020 32 020 146 over any delivery issues and we will endeavour to get them resolved.


My order has arrived damaged, what do I do? 
Firstly, we advise you check the condition of the parcel before signing for it. It is good to check both the inside and outside and ensure you are satisfied with the condition of the goods. In the event of extreme damage, it would be best to refuse the delivery and instruct the courier to return the parcel to us. Then, contact our customer service department immediately and inform us of what has happened so we can get a replacement sent out. 
If you have accepted the parcel before realising it was damaged, or the parcel has been left in a safe place when you were not around to inspect it, then we ask you take a picture of the damaged items and contact us as soon as possible so we can take the necessary action and resend an item or refund you accordingly. Please note that our return policy states that all damaged goods have to be reported within 30 days of the order otherwise we reserve the right to reject your request. For more information please see our returns and refunds policy in full.

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My order has arrived but an item is wrong / missing? 
Please feel free to email us on marc@welovechampagne.com or call with your order number to report this within 30 days of receiving your order. Please have your invoice to hand as we will ask for the 2 numbers from the bottom of the invoice for picked by and packed by for quality control purposes. We can then get the correct or missing item out to you and arrange the return of an incorrect item. 

I have ordered but I still haven’t received the “Your order has been sent” email, why?
 
First and foremost, please double check that this email has not arrived in your spam folder. To avoid this happening, we recommend you add marc@welovechampagne.com to your contacts. 
If you have checked and your email has definitely not arrived, there are a few reasons for why an order will be put on hold :

  • We dispatch our orders from Monday to Friday so if your order was placed between Friday evening and Sunday, it will be processed the following working day.
  • The products are not in stock and therefore we cannot ship your order. You will get an email from us informing you so please check your emails for an email of this type.
  • Your payment was not made successfully or the order process not complete. Again you will receive an email from us informing you of the situation so please check for this.

If none of the above apply to your order and you have no contact from us whatsoever, then please contact our Customer Service team with your order number.

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Returns and Refunds - 

Returning a product, how does it work? 
I am still waiting for my refund, what should I do?

Do you wish to cancel your order or return an item bought on our website? We will do our best to make it as easy as possible for you!

For a return or cancellation of your order, please contact our Customer Care Service on 020 32 020 146 or send us an email at: marc@welovechampagne.com.


Returning a product, how does it work?

  • Other Products:

If we have sent you the wrong product or you received it damage , you may return it if you notify us within 7 working days of receiving it. The product must be in its original packaging, unopened and in a re-saleable condition and the cost of collection or return will remain at your charge. We only accept returns for products that have been purchased through us. 
If for any reason you return is a result of an error on our part, it will be accepted if we receive the product within 30 days of the order. 
Any return which does not meet the conditions set forth above (wrong product or damaged) will not be refunded or replaced.


I am still waiting for my refund, what should I do?
 
Delays may occur in the reception of a refund, depending on your bank. If the funds have not appeared on your account within 10 working days after notification of the refund, please do not hesitate to contact our customer care team who will investigate thoroughly for you.

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