announcement

Here’s what we’re doing (and what we’re not) to make sure our customers have the opportunity to buy wine safely and securely in these unprecedented times - and how you can re-stock whilst helping us to keep the wine flowing for everyone...

Our response to the UK lockdown

We are...
  • Continuing to take orders and deliver using our warehouse and delivery partner - as long as it is safe for them to do so
  • Making sure our suppliers and their key workers have the right precautions in place to keep safe
We're not...
  • Offering next day delivery for now. We're transitioning to a new warehouse with a new team - making sure we get them up to speed safely means we are not currently able to offer our next day delivery service
  • Ever going to compromise on the safety of our people, and if anything changes we will stop taking orders

Placing an order

We are....
  • Welcoming orders from both existing Angels and new customers who want to join our Angel community
  • Offering a small range of introductory cases for new customers who are looking to invest in talented winemakers and get deliveries direct to their door
  • Taking orders through our website and app
We're not...
  • Going to overload our warehouse - we’ll keep an eye on the number of orders we take each day to make sure we don’t compromise the safety of our people or the service we offer
  • Asking you to stay a part of something that’s not right for you - you can cancel or make changes to your Angel account at any time
  • Able to take orders over the phone at the moment

Deliveries

We are...
  • Doing our best to keep our customers topped up with their favourite wines
  • Offering contact-free delivery to your house - please update your delivery instructions with your safe place when you check out
  • Offering Click & Collect delivery to a location of your choice
We're not...
  • Delivering next day as standard just now, but we’ll be back to normal service as soon as we can
  • (as ever) able to guarantee delivery on a particular date, but we’ll do our best to keep you informed of any changes

Angel free samples

We are...
  • Staggering our emails to Angels throughout the month - to spread the orders without breaking the warehouse. Your free sample will be popped into your basket at the start of the month - for you to claim anytime you’re ready until the end of the month - but you may not receive an email from us straight away.
  • Extending the free sample window until the end of the month, instead of our usual 2 week window. We’re doing this to prevent a rush of orders, so we can allow our warehouse staff to do their jobs safely, and get your wine to you on time.
We're not...
  • Going to forget about your April free sample. You might remember that in April, we weren’t able to offer you your usual free sample. But you have our word that you’ll get the chance to claim it when we’re back to business as usual. We were still disappointed that we couldn’t give you your usual freebie, so we’ve donated £115,400 to Meals for the NHS – to thank you for your continued support whilst everything’s a bit upside down.

Keeping your money safe

We are...
  • As ever, protecting the money you invest - we have cash in the bank following the sale of Majestic to meet the level of Angel funds we owe, as well as stock in excess of the total Angel balance - so your cash is covered twice
We're not...
  • Removing any of the usual options you have - if you decide you’d prefer to cancel your account and get any unspent money back, you are free to do this at any time through our website. If you’d prefer to pause your Angel payments or reduce the amount you pay in, you can do so here.

Staying connected

We are...
  • Bringing together our online community of wine drinkers and winemakers during this time. Our Angels have been sharing a virtual glass with some of our winemakers over Zoom every Tuesday. Catch up on all the action here
We're not...
  • Going to go quiet on you! We'll be keeping you up to date with everything that's happening during this time - don’t forget you have a community of fellow wine lovers on our online groups to turn to if you fancy a chat.

Tasting Tour

We are...
  • Cancelling our Summer and Winter Tasting Tour. We're gutted that we’ve had to make this call, but keeping our Angels, winemakers and staff safe during this uncertain time is our top priority.
We're not...
  • Going to stop trying to connect our Angels with our winemakers. We'll be hosting a 'virtual tour' in September, look out for more details!

Contacting us

Special notice: we're operating a limited service while our Customer Happiness Team adapt to working remotely. We're working hard as always to help you in every way we can, but please help us to do this by extending our team the patience and kindness that all of us can benefit from at this challenging time.
We are...
  • Prioritising staff safety - we have everyone working from home using email and live chat to speak with you
  • As ever, responding to all our customers as soon as we can. But please be aware that it may take a little longer than our usual 24hrs working day aim - and please remember to double check your junk folder in case our reply has got caught there
We're not...
  • Able to take inbound phone calls at the moment - we’re hoping to have a solution to this within a couple of weeks, but would ask that you bear with us if it takes us a little longer than normal to get back to you