Frequently Asked Questions

Everything you need to know about Naked Wines

I'm Nacho: Naked's Automated Customer Happiness Operative

I'm Nacho: Naked's Automated Customer Happiness Operative

Need help fast?

I'm Nacho: Naked's Automated Customer Happiness Operative

Our top FAQs

If you cannot see your first name or profile image in the top right of the screen...

  1. Click 'log in' in the top right of the screen
  2. Enter your email address and password*
  3. Click the green 'Log in' button

You should now be logged in

If you can see your first name followed by a ? with the words 'Please log in' beneath them in the top right of the screen...

  1. Click 'Please log in' in the top right of the screen
  2. Click the green 'Log in now' button that appears below it
  3. Enter your email address and password*
  4. Click the green 'Log in' button

You should now be logged in

If you can see your first name and profile image with your account balance in £ beneath it in the top right of the screen...

You're already logged in - please click on your name to access a drop-down menu where you can access and manage your account

*Click 'Forgot your password?' at the log in screen to receive a reset password email - this may take a few minutes to arrive

A note on reCAPTCHA

You may be shown a reCAPTCHA security check if you've tried to log in several times within a short space of time, or had several failed log in attempts

If you see a tickbox with the words 'I'm not a robot' next to it, you'll need to tick this before you can successfully log in

If you don't do this, you may see an error message telling you that your email address and/or password are incorrect, even if you've entered these details correctly

If for any reason your order has been held up at our warehouse, we'll send you an email letting you know and give you an update on a new, estimated delivery date. We aim to let you know this by 3pm on the day your delivery is due.

If you’ve received an email titled ‘Your case is on its way’...

You can track your order and request changes to your delivery using the link we'll send in this email, or by visiting your order history page. Head to the 'Manage your parcel tab' once you’ve clicked on the tracking link - this will take you to our courier’s tracking website. From here you can:

  • Change the delivery the delivery date of your parcel
  • Choose to collect directly from the depot
  • Update your leave safe instructions
  • Update which neighbours your wines could be left with
  • Change the delivery address

Please note you can only change your delivery address if the new address is covered by the same depot. Changing the delivery address may delay your delivery by 1-3 days.

If you have not yet received an email titled ‘Your case is on its way’...

It is likely that your wine hasn’t left our warehouse yet.

We always aim to get your wine to you on the target delivery date shown at checkout, but at very busy times it can take a little longer. If there are any delays, we'll let you know by email asap, and you’ll get another email (and text message if you’ve signed up to receive them) when your wine is out for delivery.

Please note: if you've ordered more than 18 bottles we'll split your order into smaller boxes (eg. 24 bottles in two cases of 12) to keep the weight down. These may not arrive at the same time but we'll send you a separate delivery confirmation email for each case so you can track their journey.

N.B. please make sure you’re logged in (see ‘How do I log in to my account?’) before trying to make changes to your account.

You can update all of your personal details through your My Account page, including:

You can also see a searchable record of your transactions and how much you’ve spent.

If you’d like more help accessing or changing your account details, head to our Accounts FAQ

We'll email you at the start of every month (usually in the first week) to let you know that your free monthly Angel sample is in your basket. Your free sample will be available for 2 weeks.

If you can't see it, please make sure you're logged-in - and if you delete it from your basket by mistake, you can re-add it from your Naked Me page.

To claim it, all you need to do is add 12 other bottles to your basket and checkout as usual.

N.B. If you really don't like the look of any of the swap options, live chat with us or drop us an email to help@nakedwines.com and we'll try our best to replace it with something you do like, of a similar value.

To claim your voucher, click here - and enter your code, password and email, then hit the 'claim now' button.

The case we offer on the confirmation page is always the best deal, but feel free to browse the site and pick another case (OR build your own). The recommended case will always be there, right on your homepage.

N.B. Most of our vouchers have a minimum spend and you'll find all the blurb on the voucher itself. If for example, you have a £60 voucher with a minimum spend of £99.99, you need to add at least £99.99 worth of wine to your basket before your voucher will be deducted.

For full voucher T&Cs and our fair usage policy please click here.

Ordering

Have a browse, add a case to your basket and checkout! Or if you're a techno-phobe, live chat with us and we'll place an order for you.

We ship in cases of 6 and any number of bottles between 12 to 18 - and delivery is FREE if you spend £100 or more. N.B. Voucher spend doesn't qualify for free delivery i.e. you have to spend £100 of your own money.

We can add a gift message and specific delivery instructions to your order. Just add these on the checkout page.

N.B. During particularly busy times, we may not be able to ship in cases smaller than 12, to ensure we get as many wines as possible out to our Angels. Please remember that all of our wines are covered by our 100% no quibble refund guarantee.

We accept Visa, Mastercard, American Express and Maestro. Please make sure your billing address matches the address your bank holds or we won't be able to verify your card.

You have a few options…

  • Check out our pre-mixed case recommendations on our cases page
  • Use the 'search' box and type in your favourite grape variety, country or style of wine
  • Use the filters on our wines page
  • OR rate your wines on your My Wines page and we'll recommend others you'll love

Still not sure what to go for? Live chat with one of our friendly Wine Advisors who will bespoke you a case to match YOUR taste-buds.

All of the wines we stock are exclusive to Naked Wines - so you won't see a bottle of Blossom Hill or Hardy's popping up anywhere.

Our wines are exclusive because our Angels have funded them.

They're invested in the wines before they've been made - meaning we secure all the spoils.

If you're wondering if the wines are any good, the proof is in the pudding. Give them a try and if you don't love them, just let us know and we'll add a credit for the price paid to your account.

We bottle some of our entry-level wines at a bottling facility in Germany.

How does it work? The winemaker loads their wine into a 'flexitank' (basically a giant, wine-filled balloon!) which sits in a shipping container.

Does it affect the quality of the wine? Not at all. In fact due to advancements in tanker technology and quality, the wine is less prone to temperature variations during shipping - so the wine can actually arrive in better condition than bottled wine.

Does it have any environmental benefits? By more than doubling the amount of wine that can be shipped, bulk shipping seriously reduces the environmental emissions associated with transport. For example, each flexitank from Australia bottled in Europe reduces CO2 emissions by 20 tonnes, otherwise associated with the weight of the glass bottles the wine is in.

Do our winemakers approve? Absolutely. Bottling is a winemaker's biggest headache and they're perfectly happy to hand the job over to our ruthlessly efficient German friends. They have all visited the bottling line and are kept fully up to date on the wine's progress at every stage. Sure, it doesn't sound romantic, but some of our highest-rated wines are bottled in this way so there's clearly no impact on quality.

We guarantee you’ll enjoy the wines you buy from us - so if you tell us that a wine was faulty, or just not to your taste, we’ll pop a credit refund back on your account for you to put towards another order.

To arrange a refund, the best way is to live chat with us or pop us an email to help@nakedwines.com.

Our phone lines and Live Chat services are open (Mon-Fri 9am-5:30pm, Sat 9am-1pm)

“You Decide” prices

The prices are decided by our customers (like YOU!).

Our customers let us know how great the prices are by buying the wines and rating them. We’ve collected millions of ratings, and we use that data to set our wine prices.

Only pay for the wines you love

Every wine you order from us should knock your little cotton socks off. If that’s not the case, let us know and we'll credit your account - you don’t even need to return the wine.

This is the first way we make sure that you’re always getting a fair price. If you personally don't enjoy the wine, you get a credit for the price paid back on your account to put towards a future order.

We want 9 out of 10 customers to love every wine – less than that and we’ll review the price

We’re completely committed to funding world-class wines that over-deliver for their price. That’s why we review our prices every three months, for all wines that have received 250 ratings or more.

If fewer than 8 out of 10 people say they’d buy the wine again, we lower the price. Once a wine has collected 250 ratings at the new price, we’ll review it again - we want at least 9 out of 10 people to love the wine at that price.

We look at some other data like how many people buy the wine over and over. Some divisive wines like a Moscato might get a low rating, but the people who like that wine LOVE it and buy it by the case-load.

The proof is in the pudding. Look around the website at our ratings – and if we lower the price of a wine, you can see the full history of its ratings at different prices.

If a wine you already bought changes price, you get an account credit

We’ve always got your back. If you bought a non-sale wine earlier in the year and the price changes, we’ll put a credit on your account for the difference between the old price and the new price (even if you loved the wine!)

You shouldn’t have to worry about paying the best price or being ripped off - we know if we treat you right, you’ll stick around. So we always take care of you.

Discover your next favourite wines here.

Delivery

The driver will leave your case safe if you have selected the 'leave safe' option and specified where you would like the case to be left.

The driver will NOT leave your case in the following circumstances, even if you have left 'safe place' instructions:

  • Cases will never be left on a doorstep or anywhere they can be seen by passers-by
  • Cases will never be left where they may be at risk from animals or the weather
  • Cases will never be left in or around bins
  • Cases will never be thrown over fences
  • The driver will never sign for the parcel themselves
  • Drivers will ignore customer instructions if they contradict any of the above.

If your case CAN be left safe and meets the criteria above, then a card will be completed in full and posted through your door, advising you clearly where the case has been left.

If your case CANNOT be left safe, the driver will place the parcel on your doorstep, ring or knock on your door and then where safe to do so, retreat 2 meters away from the door. If you answer the door, the driver will ask for your surname. You will not be required to leave a signature. If you do not answer the door, the driver will attempt to deliver to a neighbour, following the above instructions.

If neither you or your neighbour can accept the case, then a card will be completed in full and posted through your door, advising you the parcel has been attempted and returned to the local courier depot. They will attempt to deliver the next working day.

Our standard delivery service is next day (Monday to Saturday) to most UK addresses, when you order before 7pm. The delivery charge is £4.99 or it's free if you spend over £100.

Occasionally we might bring the 7pm cut-off for next day delivery forward. If in doubt, just check the countdown clock at the top of the webpage.

Please note that some sale cases may be exempt from free delivery (which we'll make clear on the website). Similarly if you're using a voucher or a gift card to buy your wine, or claiming a free bottle, you have to spend £100 of your own money to qualify for free delivery.

If you don't want your wine to be delivered next working day, you can select a delivery day up to 7 days in the future at checkout.

We offer a Click and Collect service to over 7,000 CollectPlus points throughout the UK. You can select this option at checkout.

If you are ordering more than 15 bottles to a Click and Collect location, your order will be split into more than one box e.g. 18 bottles will be split into a box of 12 and a box of 6. If you order more than 75 bottles, you will be unable to select a Click and Collect location at checkout.

Click and Collect delivery is the same price as our standard service (£4.99 or free if you spend over £100).

You'll receive an email as soon as your wines have arrived at your chosen CollectPlus location - and you'll have up to 10 days to collect your wine from that point. If you fail to collect your case it will be returned to us at 21.30 on the 10th day - and we'll refund you your money once the wine is back at our warehouse.

If you are using CollectPlus and are unable to collect your case within the 10 day period you can request an extension here.

Please click here for full terms and conditions.

We deliver to most UK addresses – but we’re unable to make deliveries to JE & GY postcodes, The Republic of Ireland, and we cannot deliver to Parcel Motel, DPD Parcel Wizard or AddressPal/AirBusiness locations. We're also unable to deliver to PO Boxes.

Our standard next day delivery service does not apply to certain postcodes. Please see below for a list of exceptions – and please note that we don't offer Saturday morning deliveries to any of the postcodes listed below.

  • Orders to the following postcodes take 2 working days to arrive: AB10 to AB56, AB99, BT1 to BT49, BT51 to BT58, BT60 to BT71, BT74 to BT82, BT92 to BT94, DD6 to DD11, EH35 to EH46, FK18 to FK21, IM1 to IM9, IM99, IV1 to IV40, IV52 to IV54, IV63, KA27, KA28, KW1 to KW3, KW5 to KW14, KY9, KY10, KY14 to KY16, PA20 to PA33, PA35 to PA38, PA49, PH6 to PH9, PH10 to PH26, PH30 to PH39, PH49, PH50, PO30 to PO41, TD1 to TD8, TD10 to TD14, TR21 to TR25
  • Orders to the following postcodes take 3 day to arrive: DB99
  • Orders to the following postcodes usually take 5 days to arrive or a little longer in very remote areas: HS1 to HS9, IV41 to IV49, IV51, IV55, IV56, KW15 to KW17, PA34, PA41 to PA48, PA60 to PA78, PA80, PH40 to PH44, ZE1 to ZE3

We're unable to offer Saturday delivery to the following postcodes: AB10 to AB16, AB21 to AB25, AB30 to AB39, AB41 to AB45, AB51 to AB56, AB99, FK20, HS1 to HS 9, IV1 to IV9, IV10 to IV28, IV30 to IV32, IV36, IV40 to IV49, IV51 to IV56, IV63, KW1 to KW3, KW5 to KW9, KW10 to KW17, PA20 to PA38, PA41 to PA49, PA60 to PA78, PA80, PH20 to PH26, PH30 to PH44, PH49 to PH50, ZE1 to ZE3

Our delivery company will leave your wine with a neighbour or in a safe place if you're not in (just not by the bins in case it’s bin day!). You can specify your preferences at checkout. If for any reason your wine gets nicked or damaged, we will replace it free of charge.

Alternatively, we offer a Click and Collect service (see delivery option section above).

If there's been a delay or problem, hopefully our proactive delivery team have already been in touch! If not, please live chat with us or give us a call on 01603 281869 (Mon-Fri 9am-5:30pm, Sat 9am-1pm).

If you've ordered more than 18 bottles we'll split your order into smaller boxes (eg. 24 bottles in two cases of 12) to keep the weight down. These may not arrive at the same time but we'll send you a separate delivery confirmation email for each case so you can track their journey.

Provided your order has left our warehouse on time, we'll send you an email the morning of your delivery date letting you know your case is on its way. We'll provide you with a 2-hour delivery time slot.

If for any reason your order has been held up at our warehouse, we'll send you an email letting you know and give you an update on a new, estimated delivery date. We aim to let you know this by 3pm on the day your delivery is due.

You can track your order and request changes to your delivery using the link we'll send you in your order confirmation email. Head to the 'Manage your parcel tab' once you’ve clicked on the link in your email. From here you can:

  • Change the delivery the delivery date of your parcel
  • Choose to collect directly from the depot
  • Update your leave safe instructions
  • Update which neighbours your wines could be left with
  • Change the delivery address

Please note you can only change your delivery address if the new address is covered by the same depot. Changing delivery address may delay your delivery by 1-3 days.

Before we go any further... Don't forget that tracking will only appear for your wine once your case is out for delivery with our couriers and we'll send and email titled 'Your case is on its way' when this happens

Open the Naked Wines mobile app

If you see the words 'Good to see you!' with boxes to enter your email address and password beneath them...

1. Enter your email address and password*

2. Click the green 'Log in' button

You should now be logged in

N.B. you may see a prompt asking if you’d like to use TouchID to log in - click ‘use’ if you’d like to use your thumbprint to complete your purchase at checkout

3. Click the ‘head and shoulders’ icon at the bottom of the screen...

4. Click the ‘My wines’ tab - you should now be able to see your latest order

5. Click on ‘View order’ to view delivery details for the order

If you want to cancel your order, please get in touch with us as soon as you can using the contact details below. We may be able to prevent your order from leaving our warehouse, but there is a chance it will have already left. If this is the case we’ll need to arrange a collection from your property.

If you want to return your order once it’s been delivered, we can arrange a collection for you. Please let us know via live chat or give us a call on 01603 281869 (Mon-Fri 9am-5:30pm, Sat 9am-1pm).

If you order is being collected, please ensure it is ready for our driver in a box secured by tape. We can collect your order from a safe place.

Once your order is on its way back to us, we aim to place a reorder or initiate a refund for you within 2 working days.

1. Please check the ‘Thank you for your order’ confirmation email we sent you after you placed your order. This email will always show the contents of your order as it was at the time you placed it.

Please note: it’s important to check your order confirmation email, not just your order history page on our website - this is because the weblink in your order history will always show the live case contents for any pre-mixed case you may have bought, which we may have updated since you placed your order.

If the contents of the case you’ve received doesn’t match up to the email…

2. Please double check that the order number at the top of the picking sheet in your box matches the order number in the ‘Thank you for your order’ email.

If these numbers match, but the bottles you’ve received don't, it may be that we’ve had to substitute some of the bottles.

(we only substitute for similar wines of the same or greater value, and if we have to substitute more than three bottles, we’ll put your order on hold and contact you for instructions before sending - so you should have heard from us already)

If you’re not happy with any substitutions we may have made, or think you may have received a mispick...

3. Please get in touch with our Customer Happiness Team and we’ll be happy to help.

100% hassle-free refund guarantee

If you don't like a wine, or it's corked or damaged, just let us know and we'll add a credit for the price paid to your account for you to put towards another order.

N.B. If you have several bottles of the same wine that you want refunding, please don't open them as we'll come and collect them.

To arrange a refund, the best way is to live Chat with us or pop us an email to help@nakedwines.com and we'll get it sorted for you.

Cancel account

Absolutely! Our Angel payments are very flexible and the money you pay into your account is always yours.

You can change the amount you pay in to any multiple of £10 by visiting your Angel account page (please scroll down to the bottom).

You can also take a 'Payment Holiday' whenever you like. To arrange this, simply email help@nakedwines.com or talk to us on Live Chat here

To read our full Angel T&Cs please click here.

You can cancel your account here

If you do cancel, we'll refund any unspent money you've paid in.

(See 'Is my money safe?' section for details of where your money is kept.)

Vouchers

To claim your voucher, click here - and enter your code, password and email, then hit the 'claim now' button.

The case we offer on the confirmation page is always the best deal, but feel free to browse the site and pick another case (OR build your own). The recommended case will always be there, right on your homepage.

N.B. Most of our vouchers have a minimum spend and you'll find all the blurb on the voucher itself. If for example, you have a £60 voucher with a minimum spend of £99.99, you need to add at least £99.99 worth of wine to your basket before your voucher will be deducted.

For full voucher T&Cs and our fair usage policy please click here.

Most of our vouchers are for new customers only - if this is the case, it will be shown on the voucher. You cannot use more than one voucher per order.

As above, the majority of our vouchers are for new customers only, to encourage them to give us a test drive. As an Angel, you get up to 33% off every bottle you buy and access to exclusive Angel wines!

When you add a voucher to your account, the recommended ‘Test Drive Case’ is the best bang for your buck. We want to give new customers the best possible Naked experience, so have pre-selected a delicious range of wines from our award-winning winemakers that we think you’ll love.

Depending on your preference, you can choose a case of red, white, mixed or luxury wines. In return for the extra special discount we offer, we simply ask you to join our community of 250,000 wine lovers and become one of our Angel customers.

Angels save £25 a month into their Naked Wines piggy bank and in return get to enjoy world-class wines from the world’s best independent winemakers, with a saving of up to 33% on every bottle. There are no tie ins, no fees and no catch.

If this case is not for you, you’re welcome to browse the site and pick your own wines or choose another case from the available selection. Please be aware that wine selections are limited for non-Angel customers, and wines will be at ‘market price’ and therefore cost more than the recommended option.

My account and my wines

You can also see a full break-down of transactions and how much you've spent here.

If you've forgotten your password, please click here.

If you're logged-in and you simply want to update it, visit your My Account page.

You can add a profile picture on your My Account page. This means that all the other Angels will be able to see your beautiful face when you post on the site!

Your Naked Me page is all about you!

It displays your last order so you can rate your wines - and it displays your wall, so you can find out what others have been saying and reviewing.

There's a filter at the top of your wall, so you can filter by your own posts, by your winemakers' posts - and various other useful things!

To view previous orders, you can either visit your Account History page - or your can visit your My Wines page.

On your My Wines page, there's a filter at the top which you can use to look at specific orders.

All of your wines are listed on your My Wines page.

There are various useful filters at the top of the page so you can delve into them.

This page also includes personal recommendations, based on your ratings and reviews!

Yes, you can take a 'payment holiday' whenever you like. Simply chat to us via Live Chat or email us at help@nakedwines.com

You can also change your monthly payment to any multiple of £10 by visiting your Angel account page (please scroll down to the bottom). You can change the day we take your payment too.

To read our full Angel T&Cs please click here.

You can cancel your Angel account at any time right here i.e. you're not committing to a thing!

If you do cancel, we'll refund you any unspent money you've paid in.

(See 'Is my money safe?' section above for details of where your money is kept.)

If you cannot see your first name or profile image in the top right of the screen...

  1. Click 'log in' in the top right of the screen
  2. Enter your email address and password*
  3. Click the green 'Log in' button

You should now be logged in

If you can see your first name followed by a ? with the words 'Please log in' beneath them in the top right of the screen...

  1. Click 'Please log in' in the top right of the screen
  2. Click the green 'Log in now' button that appears below it
  3. Enter your email address and password*
  4. Click the green 'Log in' button

You should now be logged in

If you can see your first name and profile image with your account balance in £ beneath it in the top right of the screen...

You're already logged in - please click on your name to access a drop-down menu where you can access and manage your account

*Click 'Forgot your password?' at the log in screen to receive a reset password email - this may take a few minutes to arrive

If you cannot see your first name or profile image in the top right of the screen...

  1. Click 'log in' or the round 'head and shoulders' icon (between the magnifying glass and basket icons) in the top right of the screen
  2. Enter your email address and password*
  3. Click the green 'Log in' button

You should now be logged in

If you can see your first name followed by a ? with the words 'Please log in' beneath them in the top right of the screen...

  1. Click 'Please log in' in the top right of the screen
  2. Click the green 'Log in now' button that appears below it
  3. Enter your email address and password*
  4. Click the green 'Log in' button

You should now be logged in

If you can see your profile image in the top right of the screen...

You're already logged in - please click on your profile image to access a drop-down menu where you can access and manage your account

*Click 'Forgot your password?' at the log in screen to receive a reset password email - this may take a few minutes to arrive

Open the Naked Wines mobile app

If you see the words 'Good to see you!' with boxes to enter your email address and password beneath them...

  1. Enter your email address and password*
  2. Click the green 'Log in' button

You should now be logged in

N.B. you may see a prompt asking if you'd like to use TouchID to log in - click 'use' if you'd like to use your thumbprint to complete your purchase at checkout

If you can see your first name beneath the 'head and shoulders' icon at the bottom of the screen...

You're already logged in - please click on your profile image to access a drop-down menu where you can access and manage your account

*Click 'Forgot your password?' at the log in screen to receive a reset password email - this may take a few minutes to arrive

If you see an error message when trying to add a payment card to your account, it may be because:

  • The card is already added to another Naked Wines account
  • You are trying to remove the default payment card from your Angel account before adding another card

In either case, please follow these steps:

  1. If you share a bank account with someone else, please check that they have not already added the card to another Naked Wines account
  2. If your card is not already on another account, please enter the card details again
  3. If this doesn’t work and you have an alternative card, please try adding the alternative card
  4. If you have checked and tried the above and still cannot add your card, please call us on 01603 281800 and our Customer Happiness Team will do their best to help you

What are Angels?

Angels are a very special group of people who support talented winemakers by saving from £25 a month towards their next order.

In exchange, they save up to 33% EVERY time they buy. And they get access to a whole host of other benefits such as a FREE premium bottle every month if they order a case, access to exclusive wines - and invitations to exclusive tasting events.

  1. You invest from £25 a month into your Naked Wines account towards your next order
  2. Yours to spend on ANY of our wines WHENEVER you want
  3. And every time you order, you'll save up to 33% on every penny you spend
  4. Plus, you'll get a free premium bottle every month if you order a case, and access to exclusive wines
  5. Oh, and it's 100% safe and you can cancel and get any unspent money back at any time

PLUS, we never send you wine without being asked. This is not one of those dodgy wine "clubs" you can never get out of!

We invest your cash (at no risk to you!) in discovering and funding new and exciting wines and winemakers.

Often, because we know our Angels are ready and waiting with cash to spend, we tell a winemaker we'll buy their entire production of a wine, which drives the price down - a saving we pass on to you.

We also use it to help fund better grapes, barrels, or bottling.

Whatever it is, you can be sure it's helping you drink better wines, for less money!

Yes, you can ask us to refund you any unspent balance whenever you like.

And in case you were wondering; the funds are protected by our ultimate parent company guarantee so that if anything goes wrong with Naked Wines your money remains secure.

We'll email you at the start of every month (usually in the first week) to let you know that your free monthly Angel sample is in your basket. Your free sample will be available for 2 weeks.

If you can't see it, please make sure you're logged-in - and if you delete it from your basket by mistake, you can re-add it from your Naked Me page.

To claim it, all you need to do is add 12 other bottles to your basket and checkout as usual.

N.B. If you really don't like the look of any of the swap options, live chat with us or drop us an email to help@nakedwines.com and we'll try our best to replace it with something you do like, of a similar value.

Rating your wines

Every time you order, your wines will appear on your My Wines page page to rate and review - a great way to remember what you enjoy, and any you’re less keen on.

You can simply let us know whether you’d buy the wines again (with a ‘Yes’ or ‘No’) - or you can leave a 1-5 heart rating and a written review too, it’s entirely up to you!

Every time you rate, it helps us to decide where to invest your hard-earned cash - and it gives your winemakers an invaluable steer on what's hot and what's not and where to improve. We can also use your feedback to recommend other wines we think you’ll love (click on the 'Wines recommended to me' link under the 'My Wines' filter).

Ps. Another quick and easy place to rate your wines is in our app.

This is our "buy it again" rating – a quick and easy way to see how popular a wine is. The percentage is the number of customers who’d definitely come back for more, over the number of customers who have left a rating i.e. every time you tell us you’d buy a wine again, your rating gets added!

The rating starts afresh every vintage, to help you identify a particularly good year! We previously showed a combined percentage for all vintages past and present – with the new system you can hover to see how the previous vintages were rated in comparison.

If a wine has less than 25 ratings the blue circle will say 'Too early to tell', rather than the "buy it again" rating. We want to give all our wines a fair chance of being rated, and anything below 25 ratings doesn't give a true reflection of a wine’s "buy it again" score. Once the wine has reached more than 25 ratings, the "buy it again" score will appear.

After you've tried a wine, remember to give it ‘Yes’ or ‘No’ to let us know whether you'd buy it again. It helps us to figure out which wines to buy more of, and to tailor the wines we recommend to suit your preferences.

Do you include ratings from new customers as well as Angels?

Yes – whether you're a Naked old-timer or you've just placed your first order, we'll include your rating against the wine.

An improvement we made in March 2018 was to only include ratings from customers who independently add wine to their case, versus those who buy the wine as part of a premixed case. Our pre-mixed cases are (typically) the go-to place for new customers who've never tried our wines before - and our ratings are designed to guide Angels who need help building their own case.

So it makes more sense to reflect the thoughts of those in the same boat!

More importantly, the old system worked brilliantly for popular and 'safe' styles of wine like New Zealand Sauvignon - but it could make or break the marmite wines such as Torrontes or Northern Rhone Syrah.

So the good news is, our wine guys can head further off the beaten track - and continue to introduce new and obscure wines to the shelves. And we can continue to pop the odd marmite wine in our premixed cases to encourage customers to step outside of their comfort zone!

Whether you build your own cases, or leave it to us - please continue to rate your wines. It's a great way to remind yourself what you like, it helps us to decide where to invest your hard-earned cash - and it gives your winemakers an invaluable steer on what's hot and what's not and where to improve.

Chatting and interacting online

Naked Wines is more than just a wine shop. We’re an online community where you can chat to other wine lovers all over the UK - as well winemakers from all over the world. You can do this via our online chat groups, on the winemaker profile pages - and on the wine product pages. Don’t be shy, the groups are a great place to start, and there are loads of friendly staff, customers and winemakers ready to chat all things wine.

Each winemaker has their own profile page with a wall. All you need to do is log-in and get posting! When they have a moment, they’ll hop online and reply. You can see a list of all the winemakers we support here

You can follow your favourite winemakers by clicking on the green ‘follow’ button on their profile pages. Be the first to hear about new wines - and get the inside scoop on what’s happening at the vineyard.

To follow other customers and find out what they’re drinking, simply click on their name and a little pop-up will appear with a follow button. Once you follow someone, their wine reviews and wall posts will appear on your Naked Me page, a great way to discover new wines and winemakers.

Simple. Click here to see a full list of all the groups you belong to (and if you hover over your name at the top of the website, you'll see a drop-down menu with the permanent link).

We do indeed. To make sure all of our staff, customers and winemakers have a positive experience interacting on our website, we have three simple rules:

  1. Keep it respectful, inclusive and friendly: The purpose of our groups and walls is to connect you to one another and to our winemakers - and to have a little fun along the way. So please don’t post anything that may be offensive, harmful or hurtful towards a group or individual - and that includes images as well as words. We don’t police or monitor all of your comments - but we do keep an eye, and we will remove anything we consider over-steps the mark. We will also consider closing a customer’s account if we feel we’re not right for one another.
  2. Respect one another’s privacy: Please don’t post any personal information, photos or videos that you’re not authorised to share.
  3. Be proactive: If you do spot a post or comment that you find offensive, please report it. You can do this by clicking on the little arrow in the top-right hand corner of a post and clicking on the ‘report’ button. Or if you’d like to discuss anything in more detail, then please get in touch over the phone or via email, and we’ll do our best to help (help@nakedwines.com / 01603 281855)

Negative and distasteful comments are luckily few and far between - but rest assured we are here to help and step-in if the need arises.

Ps. We don’t mind the odd swear word… but only if used in a light-hearted way. As mentioned above, offensive language directed at others isn’t acceptable.

No problem, you’ll need to set your profile to private on your account page. If your profile is set to private, other users can see your name and profile picture (if you choose to have one), and read your posts on the community pages. BUT, they’ll not be able to post on your public wall or follow you.

Recommend a friend

Visit our Invite a Friend page where we'll have a cheeky little deal for you to pass on to your friends.

Angels have the opportunity to invite their friends to join Naked Wines. If you have been invited, we'll send you an email with an offer, and 1 email reminder. If you don't claim the offer, we'll remove your information from our database after 30 days.

MarketPlace

We use Naked Marketplace to give a helping hand to winemakers or causes who need a helping hand.

It’s good news for these winemakers, and it’s good news for you too:

  • You get a great deal on a parcel of delicious wines
  • The winemakers get a big order to help them get back on their feet

If you like the look of the deal, click the 'BID NOW' button to place a bid for a case. If the case reaches the minimum number of bids, then the deal is on.

We'll take payment when the pitch ends, and deliver your wine when it arrives in the UK (see estimated delivery date on the Marketplace page)."

We've tried the wines and stand by their quality. And if you don't like them, just let us know and we'll add a credit to your account to put towards a future order.

To get the best possible price, we ship the wine directly from the winemaker as soon as the deal goes ahead. So you have to wait until the minimum number of cases are sold and the deal is done. Once you've got your wine, you'll forget about the wait!

To make sure you’re first to hear about Marketplace deals you’ll need to join the email notification list by visiting www.nakedwines.com/marketplace and entering your email address.

If you’re already a Naked Wines customer, we’ll just add this to your list of preferences and (unless you tell us otherwise!) we’ll keep you on the list as long as you’re still an active customer. Check out our privacy policy for all the rules around data retention.

If you’re a new customer, we’ll add you to the Marketplace list for 2 years. If you don’t place an order in that time, we’ll delete your data from all our systems. This is to make sure it’s kept 100% safe.

If at any time you want to unsubscribe from the Marketplace email notification list, just click the unsubscribe link and enter your email address at www.nakedwines.com/marketplace or email help@nakedwines.com.

We will email you at the end of each deal to tell you whether you've secured your wine or not.

The money will be deducted from your Angel account or registered card when the pitch ends - we'll only take it if the pitch is successful and the deal goes ahead!

Yes! The price you bid includes delivery to your door.

We deliver to most UK households - and we'll deliver to the default delivery address on your account unless you tell us otherwise.

No but we will email you about a week before delivery to let you know when it's arriving.

No worries, we will use the default delivery instructions on your account i.e. 'leave with neighbours at no. 22'

We will give you an account credit (but we won't be able to replace the wine because the winemaker will generally only deliver the amount of wine ordered).

Nope. Most of these wines are already made and much cheaper than what you’d typically pay for them in a restaurant or traditional wine shop.

It's like comparing apples with pears i.e. they're two very different deals! As an Angel, you can invest in independent winemakers who need a helping hand, in return for up to 33% off and next day delivery (when you spend £100 or more). With Naked Marketplace, you can pre-order wine that's already been made, at a very good price - by negotiating directly with the winemaker, so there's no reason why you can't do both!

Definitely. We will continue to support and fund independent winemakers, in return for exclusive wines at preferential prices - for YOU.

WineWizard

Our WineWizard service is the wine club for people who hate wine clubs… and don't have the time to browse and build their own cases.

Signing-up to our WineWizard service guarantees you a bundle of seasonal wines, delivered to your door every 1, 2 or 3 months. You decide how often.

The wines are picked to match your tastes - and you tell us how many bottles you want (12, 15 or 18) and whether you want red, white or mixed.

Nope. Not at all. We'll email you roughly 7 days before each case is due (confirming the wines and the price), and if the timing's not right, you can postpone or skip your order - or cancel all together.

It depends which case you pick - but most importantly, you're in control!

As above, we'll let you know c. two weeks before each case is due - and you can postpone or skip if the timing's not right.

  Every day wines Sweet Spot wines Luxury Wines
12 bottles £94.99 £104.99 £127.99
15 bottles £118.99 £131.99 £159.99
18 bottles £142.99 £157.99 £191.99

The price of the case (which is always better than the Angel price) will be debited from your registered credit / debit card when each case is shipped. Or if you have any Angel balance sitting in your account, we'll use that up first (excluding any vouchers, which cannot be used towards Wine Wizard cases).

If you don't like the look of any of the wines in the case, we'll suggest some replacements we think you will like and we'll update your case before we ship it to you. Plus, all of the wines are covered by our 100% no quibble refund guarantee - if you don't like a wine, or it's corked or damaged, just let us know and we'll add a credit for the price paid to your account for you to put towards another order.

Never Miss Out

Never Miss Out is a way for you to reserve future cases of your favorite wines. Every year when the new vintage lands, we’ll send you a guaranteed case. If a wine is eligible for Never Miss Out, you can select how many bottles you want (from 6/12/15/18) and we’ll make sure you get first dibs.

If a wine is eligible for Never Miss Out, you’ll be able to sign up for a subscription via the wine’s page. We pick wines that customers love and that fly off the shelves when they land every year (although we can’t include all of our fast-sellers, as some winemakers only produce small quantities).

You select how many bottles you want to receive and we’ll do the rest. When the new vintage arrives each year, we’ll set aside a selection just for you and email you to check the details and ask if you want to add anything to your order. We’ll then send your wines as soon as they’re ready and take payment when they leave our warehouse. We’ll keep you updated on the day of delivery to let you know when your wines will arrive. So listen out for the doorbell, then crack open a bottle and enjoy a glass of your favourite tipple.

Not at all. You can cancel your subscriptions at any time via your Future deliveries page. We’ll email you a week or two before a case is due to let you know it’s on the way - and you can skip delivery if the timing isn’t right.

You pay the Angel price for Never Miss Out wines. We give an estimated price for future cases based on previous vintages. If the price goes up or down after you’ve signed-up, you’ll pay the new price but we’ll email you to let you know beforehand, so you can cancel your subscription if it’s not right for you.

All our wines are covered by our 100% hassle-free refund guarantee. If you don’t like a wine, just let us know and we’ll pop a credit on your account. You can do this on your My Wines page - or you can give us a bell or drop us an email.

Standard delivery charges apply to Never Miss Out cases. Free delivery for orders over £100. Anything less than £100 includes a £4.99 fee.

Terms and conditions

Please click here to see our full terms and conditions.

Archangels

An Archangel is a super Angel. They're a group of 100 customers who work with us to:

  1. - Pick and price the wines we sell
  2. - Adopt new winemakers to help get them going
  3. - Help other customers to navigate the site

They're all over the site! They have a yellow 'Archangel' tag next to their name. If you have a look through the groups here, you'll definitely stumble across them...

Not a bean. They're Naked enthusiasts who get stuck in for the love of Naked.

If you're keen to apply, please email archangels@nakedwines.com with a short summary of why you'd make a good Archangel! .

Wine Genie and other services

Our Wine Genie service is the perfect solution for busy folk who’d like someone to do their wine shopping for them.

It’s a curated service designed to make sure you have a wine rack full of wines you’re going to love, when you want them - hassle free.

Typically, we aim to deliver your Wine Genie case around the 4th week of the month.You can check when your next case is due on your Future Deliveries page.

We’ll charge you for each case a couple of days before your delivery date and you’ll always get an email to remind you beforehand.

Yes, you'll get your Angel discount on all your Wine Genie cases.

If ever you want to change the number of bottles, price range or frequency of your Wine Genie cases, just head to your Future Deliveries page online or on our app.

You'll get a mix of wines that match your tastes. So, if you're a red lover - we'll make sure there's a lot of red, but if you’re also a fan of bubbles you’ll get a bit of fizz to help you celebrate the good times. If you want a bit more control just head over to your Future Deliveries and you can tweak from here.

Yes! We automatically include your free sample in Wine Genie orders of 12 bottles or more.

You can pay for your Wine Genie cases using your Angel balance. If your order costs any more than your balance, then any remaining money will be taken from your default debit or credit card when the case ships.

All our Wine Genie cases are covered by our money back guarantee. If there’s any wine you don’t love, just tell us online or via our app, and we’ll pop a credit on your account..

There are no tie-ins with Wine Genie: you can pause, skip or cancel deliveries at any time. Just head to your Future Deliveries page online or on our app and update your settings.

Not at all -you can skip your case or cancel Wine Genie at any time by heading to your Future Deliveries page.

Gift Aid Explained

Gift Aid is a simple way to increase the value of your donation – at no extra cost to you. If you pay tax in the UK, we can reclaim the basic rate of tax you have paid on your gift, which increases the value of your donations by 25%. So, if you donate £10, it is worth £12.50 to the cause.

In order for us to reclaim the tax you have paid on your donations, you must be a UK taxpayer and have paid income or capital gains tax at least equal to the sum of all your donations in the current tax year. Other taxes such as VAT and Council Tax do not qualify.

Do you pay tax above the basic rate? If so, you can claim the difference between the rate you pay and the basic rate on your donations. The same applies if you live in Scotland. You can claim the difference through your Self Assessment tax return or ask HMRC to amend your tax code.

The easiest way is when donating online, tick the Gift Aid declaration box on the confirmation page after you’ve donated. If you need a hand, pop an email to help@nakedwines.com and we can set up a declaration for you.

Nothing! It just ensures that if you choose to donate, we can claim an extra 25% back from the government.

A Gift Aid declaration is a statement by an individual taxpayer that they want a charity to receive the tax paid on their donation back from the government and are eligible to.

Your Gift Aid declaration covers the donation when you tick the box, and also applies for future donations - unless your tax status changes or you wish to cancel your declaration.

To let us know if you stop paying tax or wish to cancel your declaration, please contact us at help@nakedwines.com.

We’re only able to claim Gift Aid on Donations made after 25th March 2021.

Your home address is used to track whether you’re a taxpayer, and determines if we can claim Gift Aid on your donation. After donating, we’ll display your default billing address for your Angel account, and ask you to confirm if this is also your home address.

If your billing address is not the same as your home address, unfortunately we won’t be able to claim Gift Aid on your donation, because we can currently only hold one billing address per account. But we’re working on a way to fix this so we can claim Gift Aid in this instance in the future.

Marketing preferences

When we advertise on Facebook we ask them to show the advert to people that match a set of guidelines. i.e people over 18, people in the United Kingdom, people with an interest in dining and food.

If you’re seeing our advert you have matched with at least 3 of our advert guidelines.

If you do not want to continue seeing adverts for us, they are very easy to remove...

Facebook
  1. You’ll see 3 dots in the top right hand corner of the advert, if you click on this it will bring down a short menu.
  2. Click on 'Why am I seeing this ad?', you should see a small window giving you 3 reasons why you’re seeing this ad.
  3. Click on 'Hide all ads from this advertiser' this will tell Facebook to not show you our ads any more.
  4. If you select 'Hide this ad' - this does not guarantee all ads will be hidden in the future.

You can also adjust your Facebook settings to remove adverts from all alcohol retailers. You can do that here: https://www.facebook.com/ds/preferences/

(You’ll need to scroll down to ‘hide ad topics’ - and select how long you’d like alcohol adverts to be removed for)

Twitter
  1. You’ll see a small arrow to the top right hand corner of the advert, if you click on this it will bring up a menu.
  2. If you click ‘I don’t like this ad’ the advert will be hidden, but this does not guarantee all future ads from Naked Wines will be hidden.
  3. If you want to hide all adverts, click on ‘Why am I seeing this ad?’
  4. Then follow ‘personalise ads settings’. From here you can enable and disable types of ads based on criteria set by Twitter.

How to cancel your Angel account

Why stay Naked?
  • Angel prices (up to 33% off market price)
  • A free sample each month when you order a case
  • A hassle-free guarantee - we’ll credit you back for anything you don’t enjoy

To reassure you… there are no tie-ins or membership fees. You can spend the money on any of our wines, whenever you want - or get it back if you change your mind.

It doesn’t have to be goodbye...
  • Reduce your monthly contribution to as little as £10 per month. Visit your account page to build your balance more slowly, but still have all the benefits.
  • We can offer payment holidays of up to 3 months at a time. Visit your account page to take a break.
  • If we've let you down, we want to know about it. We’ll do our best to make it right. Head to our contact us page.
There are no hard feelings

If cancelling your Angel account is best for you right now then visit your account page to cancel.

N.B. You will need to be logged in before you can make changes to your account

Alcohol Support

If you, or a loved one, would like some support on cutting back on alcohol, we've pulled together a few useful links. Naked isn't affiliated with these organisations in any way, but they're well-respected groups who are on hand to help.

We're also on the end of the phone if you'd like to pause your Angel account or hand in your wings and say goodbye, whatever's best for you.

How can I contact you?

Our inbox is very full at the moment so apologies if you’ve emailed and we’ve not got back to you yet - we’ll reply as soon as we can, so please don't send a follow up. Thank you for your patience, and don’t forget you can check our FAQs or chat bot NACHO for fast answers to our most common queries

Our UK-based Customer Happiness Team are on hand to chat on 01603 281869 (Mon-Fri 9am-5:30pm, Sat 9am-1pm).

Our email address is help@nakedwines.com and we'll aim to reply to all emails within 24 hours Monday to Saturday.

We do. The opening hours are (Mon-Fri 9am-5:30pm, Sat 9am-1pm). Please click here to start a chat.

We pride ourselves on having a positive work environment here at Naked, and this extends to our interactions with you, our customers. We’ll always treat you with the utmost respect, and do our level best to fix anything that’s gone wrong. To help us do this, we ask that you treat our team with that same patience and respect.

Gift Cards

Online:

New to Naked Wines?

Click here to redeem your gift card and select 'I'm new here':

You'll be asked to create an account with an email address and password. You'll then be asked to enter 2 codes for each gift card that you wish to use:

  1. the 16-digit number found on the back of the gift card or included in your gift card email
  2. the scratch-off 8 digit PIN found on the back of the gift card or included in your gift card email

The full value of your gift card will be added to your newly created account, ready for you to use.

You can also shop on our site, fill your basket, and add your gift card at checkout.

Shopped with Naked Wines before?

Click here to redeem your gift card and select 'I've been here before':

You'll be asked to login to your account with your email address and password. You'll then be asked to enter enter 2 codes for each gift card that you wish to use:

  1. the 16-digit number found on the back of the gift card or included in your gift card email
  2. the scratch-off 8 digit PIN found on the back of the gift card or included in your gift card email

The full value of your gift card value will be added to your account, ready for you to use.

You can also shop on our site, fill your basket, and add your gift card at checkout.

Alternatively, if you are already logged in to your account, click on the account options in the top right hand corner. Select 'Got a gift card?' then enter your 2 codes to add your gift card to your account balance.

What do I do if I have more than one gift card to spend?

For multiple gift cards, enter one set of codes at a time.

After entering the gift card codes, your order balance will be automatically updated with credit to the value of the gift card(s).

If there's any balance to pay, you can use a debit or credit card in the usual way.

If the total order value is less than the value of the gift card or e-gift card, any balance will remain on your account and can be applied to future purchases, provided that the card has not expired.

By Phone:

If you need a bit of advice on what to buy, our Customer Happiness Team is on hand to help and you can redeem your gift card over the phone on 01603 281869.

If you're new to Naked Wines, we'll ask you to create an account with us over the phone using your given email address. We will also require credit / debit card details (even if you're not spending any of your own money), so we can verify your age, check where to send the wine to - and take any necessary payment. We'll also ask you at time of purchase for the gift card number and the PIN. For gift cards, the PIN is on the back of the gift card and is visible after removing the silver scratch panel. Full terms and conditions are here.

If you've shopped with Naked Wines before, we'll ask you for details to find your account. We'll also require credit / debit card details if there aren't any attached to your account (even if you're not spending any of your own money), so we can verify your age, check where to send the wine to - and take any necessary payment. We'll also ask you at time of purchase for the gift card number and the PIN. For gift cards, the PIN is on the back of the gift card and is visible after removing the silver scratch panel. Full terms and conditions are here.

You're not required to join any type of wine club when redeeming your gift card, they can be redeemed for one-off purchases (although we will invite you to become an Angel!)

As with all orders, if you're not happy with any of the wines for any reason, they are covered by our 100% hassle-free refund guarantee - just let us know and we'll add a credit for the price paid to your account. Simply drop our Customer Happiness Team an email at help@nakedwines.com.

Simply go to your Naked Wines' account. Visit your account and go to 'Order History'. Select 'Transaction History'. If you've successfully redeemed your gift card, it will show here in your Transaction History. If you need any assistance, check out our live chat bot NACHO for fast answers to common queries. Or drop our Customer Happiness Team an email at help@nakedwines.com.

In your Account, ready to be used against your next order. When you redeem a Naked Wines gift card, the full value of your gift card will be added to your account.

If the total order value is less than the value of the gift card or e-gift card, any balance will remain on your account and can be applied to future purchases. If you need any assistance, check out our live chat bot NACHO for fast answers to common queries. Or drop our Customer Happiness Team an email at help@nakedwines.com.

Absolutely! We can offer business customers competitive discounts - we'd love to help you use wine to reward staff, acquire and retain customers, and achieve your business goals. You can buy gift cards in any denomination from £20 - £500, which can be delivered as e-gift cards or physical gift cards. Simply email gifting@nakedwines.com and one of the team will get back to you.

If you'd like to use our gift cards as a marketing or incentive tool, we can also help you with the supporting material.

Gift Cards are purchased on our microsite, which is powered by leading Gift Card provider, Voucher Express.

Our Gift Card site is powered by leading gift card provider, Voucher Express, so you’ll be whisked off to our secure microsite to order your Gift Card separately. You can then return to Naked Wines to buy your wine.

Gift Cards can only be purchased by credit/debit card as per our T&Cs.

Unfortunately, we’re not currently able to offer Gift Card purchases or redemptions on our app

Benchmarking

Non-Angels pay the MarketPrice and our Angel members pay the Angel price.

The Market Price reflects the price of the wine if it were to be sold via a different retailer (i.e. its high-street value) - and we set this price by benchmarking our wines against up to three comparable wines on the market.

The Angel price, which is up to 33% less, reflects the power of Angel funding!

Our Angels invest £25 a month into their Naked piggy-bank towards future orders, in return for discounts every time they order.

Why the discount? By investing in their wines upfront, we're able to back talented, independent winemakers - cutting out a raft of 'dead' costs. A saving they pass on to Angels.

We benchmark every single wine to make sure our Angels always get the best value.

This process allows us to gather some very important info. Firstly, and most importantly, we check that our prices are fair, and, secondly, we get to see how our wines sit against our fellow wine retailers.

We regularly benchmark our wines against up to three comparable wines on the market. The Market Price is based on the price of those wines.

We scour the market for comparable wines in terms of grape, vintage, provenance and price. Then we taste our wines blind against these comparable bottles.

It’s serious business. We taste every single wine blind so we don’t know which wine is which. We then rank the wines and set the Market Price based on where our wine sits alongside its peers.

If one of our wines doesn’t stack up, then we will review whether the Market Price needs adjusting. At which point we start the process again for this respective wine until we get it right.

We benchmark every single new wine in a blind tasting, plus all of our existing wines every other vintage. If we haven’t yet benchmarked a wine in a blind tasting, we will use our market knowledge (over 40 years between us) to set an industry standard Market Price based on those comparable wines.

On a handful of our wines, you might notice that the Market Price and Angel Price are the same. These wines are a great deal, whether you’re an Angel or not!

There are a few reasons why this might be the case:

  • We don't have an exclusive arrangement with the winemaker, and this wine is available elsewhere at the Market Price.
  • There weren’t any ‘dead costs’ to cut - so the model hasn’t been able to work its magic like it does with the majority of our wines.
  • The quality of this particular vintage doesn't justify a higher Market Price (in which case, we will be working closely with the winemaker on the next vintage).

If you buy one of our wines and disagree with the wines it’s been benchmarked against, the Market Price, or it's just not your cup of tea, we'll give you your money back.