Here are some of our most frequently asked questions. If you can’t find the answers you’re looking for, please contact us.

HOW TO CONTACT US.

How can I contact you?

You can contact our Cellar Door team on 01323 870022 (within the UK) or +44 1323 870022 (outside the UK). Alternatively, you can email us at customercare@rathfinnyestate.com

When are you open?

Our standard opening hours are as follows:

Our Cellar Door is open Monday to Sunday, 10am to 5pm.

If you’re travelling a long distance to visit of our Cellar Door, it’s always worth phoning ahead to double check we’ll be open.

What is your email address and when will you reply?

You can email us at customercare@rathfinnyestate.com and we’ll do our very best to help you as soon as possible. We aim to reply to all emails within 24 hours, but at busier times it may take us a little longer. If your enquiry is urgent, you can always give us a call on 01323 870022 during opening hours or leave a message.

DELIVERY & SHIPPING.

Are you still delivering?

Yes, although we have made some changes for customer and staff safety. All our deliveries are now “contact-free”. Your order will be left on your doorstep and you won’t be asked to sign for it; instead we’ll provide photographs as proof of delivery.

If you are waiting for a delivery, you will receive tracking information via email or text message, allowing you to trace its journey to your door. If your order is late or missing, then please contact us.

Where is my order confirmation email?

Once you have placed an order, you will receive an email confirmation and summary. Please check your ‘Junk’ inbox in case the email was misdirected. This is a common issue.

Can I collect my order?

Yes. From our Cellar Door, Rathfinny Wine Estate, Alfriston, BN26 5TU. Non-contact collection in practice. Check website for opening times. Orders will be available to collect 24hours after purchase. Please make sure you have photo ID and/or the card you purchased with when you collect.

How long is the wait for delivery?

Orders placed before 12 noon will be dispatched on the same (working) day. Orders placed after 12 noon will be dispatched on the following (working) day.

Working days are Monday to Friday of any week excluding any public or bank holidays.

Where is my delivery?

Once despatched, you will receive tracking information for your order via email or text message. If it has been five working days and your order has not arrived, please contact our Customer Care team.

Where do you deliver?

We can deliver to all mainland UK addresses. If you live outside of mainland UK or overseas please get in touch with our Customer Care team, as there are some restrictions on importing alcohol.

How can I track my order?

Once your order has been dispatched, we will send you an email which will include a tracking link. We will also send you a text if you have provided us with a UK mobile number.

Who will deliver my order?

We currently use APC

What will happen if I am not in when you try to deliver?

If you’re not in when we try to deliver, the driver will leave a calling card to let you know they tried to make a delivery. The card will explain how you can rearrange delivery for a more convenient day. If you think there’s a chance you might be out on the day of delivery then you can always specify “if out” instructions – either a safe place for us to leave your order, or a neighbour with whom to leave it.

Can I amend my order after it has been placed?

We will always do our best to cater for any amendments. Please contact our Customer Care team as soon as you know you’d like to make a change and we will try to deal with your request; however, depending on how close to completion your order is, it might not always be possible.

What if my order hasn’t arrived when you said it would?

If your order hasn’t arrived when you expected, please contact our Customer Care team and we will resolve the issue as quickly as we can.

What if my order has arrived and it’s damaged?

If your order arrives damaged, then please contact our Customer Care team. We’ll arrange for the damaged order to be collected and a replacement order sent out as quickly as we can.

RETURNS & REFUNDS

What if my order has arrived and it’s damaged?

If your order arrives damaged, then please contact our Customer Care team. We’ll arrange for the damaged order to be collected and a replacement order sent out as quickly as we can.

My wine is faulty, what should I do?

All Rathfinny sparkling wine and Cradle Valley wine is sold directly from the Estate and stored in air-conditioned environment ensuring the wine is in peak condition. Additionally, we use DIAMANT corks and screw cap closures, which are manufactured to be cork-taint free, ensuring wine quality at all times. This means wine faults are extremely rare and you will be able to enjoy your wines without risk. If you do suspect any problems, then please contact our Customer Care team. We’ll arrange for the out-of-condition wine to be collected and a replacement order sent out as quickly as we can. If we no longer have stock of the wine, a credit for the original purchase price of the bottle can be arranged.

We are happy to credit you for any wines which have not been opened and remain in perfect condition. Please contact the Customer Service team to arrange a collection and refund.

PAYMENT OPTIONS

Which cards do you accept?

We accept all major debit and credit cards. If you’d like to check a particular card, or are having trouble making payment, please contact our Customer Care team.

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