Terms and Conditions

If you can't find what you're looking for, email us at help@nakedwines.com

The small print

  1. By placing an order with Naked Wines you are confirming that you are 18 or older. It is illegal for us to sell alcohol to anyone under the age of 18.
  2. When you give Naked Wines your credit or debit card details you are confirming that you are either the card holder, or that you have permission from the card holder to use the card for the purpose of ordering wine. N.B. If you're claiming a free case of wine, gifted by one of our partners for example, you will still need to provide us with card details - even if we're not charging you anything.
  3. No payment will be taken from your card until the goods you have ordered are dispatched from our warehouse, or your monthly Angels payment / MarketPlace payment (if appropriate) is due. Please note, when you place an order, we will securely store your card details so it's easier for you to place any future orders, but we will never take payment from your card unless you authorise us to do so.
  4. We reserve the right to cancel any orders we cannot fulfill for any reason. If your order is cancelled we will contact you to explain why and refund any money you have paid us for that order.
  5. Our standard delivery service is next day (Monday to Saturday) to most UK addresses, when you order before 5pm. The delivery charge is £4.99 OR it's free if you spend £100 or more. We also offer guaranteed delivery before noon on Saturday for £6.99. N.B. Some sale cases may be exempt from free delivery (which we'll make clear on the website) - and 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 we are swamped with orders, we will bring the 5pm cut-off forward so that we can keep our promise to the customers who have already ordered.
  6. We are unable to guarantee delivery dates to some areas of the UK (see the full list of out-of-area postcodes listed here.
  7. If your order goes missing, or is damaged, between dispatch and delivery, we will send you a replacement order as soon as we can. If we are unable to dispatch replacement goods within 7 days we will offer you a full refund. For these purposes, delivery takes place when products are left at your delivery address or with someone else in accordance with your instructions.
  8. For your own safety we reserve the right to contact your card issuer for the purposes of carrying out security checks.
  9. Any promotions, discounts or vouchers are single use only and not to be used in conjunction with any other promotion, discount or voucher unless otherwise stated.
  10. There are certain products, such as pre-order deposits and tasting tickets, where you can only use cash to buy them. By cash we mean money you've deposited into your Naked Wines account, Fine Wine Bond interest or payment by credit / debit card. If you have any additional credits in your account, these won't come off the value of your order if ordering these products.
  11. Products offered by us are displayed on our website(s) in 'real time'. This is to say that any product may be withdrawn from offer without notice.
  12. If for some reason we are unable to fulfil your exact order, we reserve the right to substitute up to 3 bottles with similar wines of at least the same value as the wine you ordered. Of course, the 3 substitute bottles are covered by our 100% no quibble refund guarantee as set out below. If we need to substitute more than 3 bottles in any one order we will put your order on hold and contact you for further instructions.
  13. 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. Please note that if you need to return your wines to us, we can arrange collection (just drop us a line first). You can ask us for a refund at any time after delivery.
  14. So the recipient knows who the gift is from, you agree to your name and postcode being shown under your personal message for gifts you send from Naked Wines. The message and your details can't be seen in transit, and are only revealed when the recipient peels back the gift message label to read your personal message underneath.

Section A: General competition terms

  1. By entering a Competition, all participants will be deemed to have accepted the Competition-specific terms and conditions
  2. Conditions
    • No entries received after the closing time will be eligible to win a prize.
    • In order to enter a Competition that is only run online you must have an Internet connection and in order to enter a Competition that is only run through a social media platform, you must have an account with that social media platform.
    • Should the prize for a Competition be unavailable, a prize of equal or greater value will be substituted. There is no cash alternative available. Prizes are non-transferable and cannot be resold. Naked Wines reserves the right to substitute an alternative prize of equal or greater value. Unless otherwise agreed in writing by Naked Wines, the prize will only be awarded to the winner.
    • Each winner agrees to participate in reasonable publicity as may be required by Naked Wines in respect of the Competition. Naked Wines reserves the right to publish each winner's name, photograph and county on its website, Facebook page, Instagram and/or Twitter account or to publicise the prize-giving presentation within a year of the closing date.
    • Each winner's first name and county are available on request by emailing hello@nakedwines.com.
    • No entries from agents, third parties, syndicated entries or those made using methods such as a computer macro, script or the use of automated devices are permitted and no bulk entries.
    • All costs and expenses not included within the prizes are the responsibility of the winner(s).
    • Naked Wines reserves the right at any time, in its absolute discretion, to:
      • verify the eligibility of any participant (including their age (if the Competition has age restrictions) and place of residence);
      • disqualify any participant found to be abusing or tampering with the operation of the Competition or entering using fraudulent means, or who the promoter believes to have acted in breach of these terms and conditions; and
      • disqualify participants who do not give correct contact details or those who make an entry on someone else's behalf;
      • if a Competition is being run on one or more of Naked Wines's social media platforms, disqualify any participant posting an entry or a comment to Naked Wines's social media platforms from time to time that is, in Naked Wines's opinion, inappropriate, offensive or upsetting to other participants, fans of Naked Wines or directly aimed at Naked Wines, or contrary to applicable law, and to remove any such entry or comment.
  3. Liability
    • To the fullest extent permitted by law, Naked Wines excludes liability for any losses, damages or claims incurred by any person in connection with the Competition or receipt or misuse of any prize.
    • Except as otherwise required by applicable law, Naked Wines accepts no responsibility or liability for any entry or claim which for technical or other reasons is unsuccessful, incomplete, lost, late, damaged, corrupted or misdirected.
    • If a Competition is being run on one or more of Naked Wines's social media platforms or another third party's platform, that Competition is not in any way sponsored, endorsed or administered by, or associated with that social media platform or third party (as applicable). Participants acknowledge that such social media platform or third party (as applicable) shall not have any liability to them in connection with that Competition.
  4. General
    • Any decision of Naked Wines in respect of a Competition is final. For questions regarding a Competition, email hello@nakedwines.com
    • Naked Wines reserves the right to extend, withdraw, alter or suspend a Competition or these terms and conditions (including the terms in Section A relevant to the Competition) at any time if circumstances beyond its control make this unavoidable.
    • All personal data submitted in connection with a Competition will be processed by Naked Wines for the purposes of administering and managing that Competition and prizes (where applicable) and verifying the eligibility of each participant. Naked Wines is committed to protecting the privacy of all participants. Data that is collected from or about participants will be used in accordance with Naked Wines's Privacy Policy.
    • Any images are an illustrative example and do not show the exact prize(s).
    • Each Competition and these Competition Terms, and any dispute or claim arising out of or in connection with them, shall be governed by and construed in accordance with English law. Each participant irrevocably agrees that the courts of England and Wales shall have non-exclusive jurisdiction to settle any dispute or claim that arises out of or in connection with any Competition or these Competition Terms.

Section B: Specific competition terms

Naked Wines Tour photo competition

  1. Introduction
    • This Competition is open to residents of the UK aged 18 or over at the date on which they enter the Competition, except for employees of Naked Wines, its group companies, agents or anyone professionally connected with this Competition and any member of their respective immediate families.
    • Entry to the Competition opens on Wednesday 26th August 2020, 00:01 and closes on Sunday 27th September 2020, 11pm.
    • No purchase is necessary to enter the Competition.
  2. How to enter the competition
    • To enter the Competition Tag @nakedwines in your #virtuallynaked tasting pictures…or use the hashtag #nakedtastings.
    • Each participant can upload one or more photos.
  3. Winners
    • One winner will be selected from all eligible entries.
    • The winner will be selected by a member of the Naked Wines team.
    • The winner will be notified via social media within two weeks of the competition closing date.
  4. Prizes
    • The winner will win a 12 bottle pre mixed case of wines from Naked Wines, which will be delivered to the winner’s default shipping address unless specified otherwise.
  5. Conditions
    • In the event that Naked Wines is unable to contact a winner within 2 working days of the relevant draw, Naked Wines reserves the right to award the prize to an alternative winner.

Section C: Specific competition terms

Spanish Rescue Case

1. Introduction

  • This Competition is open to residents of the UK aged 18 or over at the date on which they enter the Competition, except for employees of Naked Wines, its group companies, agents or any person who is professionally connected with this Competition and any member of their respective immediate families.
  • Entry to the Competition opens on Thursday 25th June 2020 and will remain open until all Spanish Rescue cases have been sold.
  • These specific competition terms apply in addition to the General competition terms set out in Section A above.

2. How to enter the competition

  • Anyone who purchases a Spanish Rescue case will be automatically entered into the Competition.
  • Cases are limited to one per person.

3. Winners

  • Winners will be selected at random from the participants and will be notified via the email address or phone number linked to their Naked Wines account.
  • A full list of the winners names will be available after the draw by emailing help@nakedwines.com.
  • All data will be treated in accordance with our Privacy Policy

4. Prizes

  • There are a total of 10 prizes available to be won.
  • The prize consists of a Spanish style hamper from our partners Brindisa.
  • Hampers will be delivered, together with the wine, to the address on your Naked Wines account.

5. Conditions

  • In the event that Naked Wines is unable to make contact with a winner within 2 working days of the relevant draw, Naked Wines reserves the right to award the prize to an alternative winner of its choice.

National Trust for Scotland

1. Introduction

  • This Competition is open to residents of the UK aged 18 or over at the date on which they enter the Competition, except for employees of Naked Wines, its group companies, agents or any person who is professionally connected with this Competition and any member of their respective immediate families.
  • By entering the user agrees for us to share their contact information with National Trust for Scotland in order to arrange their prize.
  • Entry to the Competition opens on Sunday 13th September 2020 and closes on Tuesday 15th September 2020.
  • These specific competition terms apply in addition to the General competition terms set out in Section A above.

2. How to enter the competition

  • Entries must be made on the corresponding post on the Naked Wines Instagram, Facebook or Twitter accounts. Entries are counted per comment and the entry must be following Naked Wines on at least one social media platform.

3. Winners

  • Winners will be selected at random from the participants and will be notified via the selected social media platform.
  • The winners names will be available after the draw by emailing help@nakedwines.com
  • All data will be treated in accordance with our Privacy Policy.

4. Prizes

  • There are a total of 5 prizes available to be won.
  • The prize consists of a 12 pack of wines from Naked Wines and an annual National Trust for Scotland membership. The membership can be used at locations across the UK.

5. Conditions

  • In the event that Naked Wines is unable to make contact with a winner within 2 working days of the relevant draw, Naked Wines reserves the right to award the prize to an alternative winner of its choice.

Vouchers, Gift Cards and Gift Certificates

If you're lucky enough to receive a voucher or gift card from one of our partners, OR a gift certificate from a friend, here's how they work:

Vouchers
  1. Our vouchers are for first time customers only (apart from a handful of exceptions) and they can be redeemed online or over the phone.
  2. They cannot be combined with any other offer or promotion (Angel prices for example) and they're one voucher per person (i.e. we can't stack them otherwise we'd be giving too much wine away!).
  3. They're also for one-off purchases only i.e. you're not required to join any type of wine club when redeeming your voucher (although we will invite you to become an Angel!)
  4. Our vouchers typically have a minimum spend associated with them, unless otherwise stated. For example:
    • £75 off a case worth £114.99 or more (excl. delivery, £4.99 to most UK addresses)
    • £100 off a case worth £149.99 or more (excl. delivery, £4.99 to most UK addresses)
  5. BUT please note, the minimum spend does vary from voucher to voucher so please refer to the voucher itself.
  6. Before you get spending, you'll have to register with us first, including email address and credit/debit card details. We'll use your card details to verify your age in addition to taking payment.
  7. Your voucher can be used against the vast majority of cases on our site (we will make it clear if you can't) - as long as it hits the minimum spend. And please see voucher for any expiry date that may apply.
  8. In the unlikely event that your voucher promotes a specific case of wine and you cannot find this on our site, please get in touch with our Customer Happiness Team on 01603 281869 who'll be happy to place the order for you.
  9. As with all orders, if you're not happy with any of the wines for any reason, they are covered by our 100% no quibble refund guarantee - just let us know and we'll add a credit for the price paid to your account.
Gift Vouchers / Gift Cards
  1. Our gift vouchers / gift cards, can be redeemed online or over the phone by new or existing customers (unless otherwise stated on your voucher).
  2. They cannot be combined with any other offer (Angel prices for example) and they're one voucher per person (i.e. we can't stack them).
  3. They're also for one-off purchases only i.e. you're not required to join any type of wine club when redeeming your voucher (although we will invite you to become an Angel!)
  4. Before you get spending, you'll have to register with us first, including 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.
  5. Your gift voucher can be used against the vast majority of cases on our site (we will make it clear if you can't).
  6. If you want to top-up your spend i.e. your wine and delivery comes to more than the value of your voucher, we will charge the outstanding balance to your registered credit / debit card (OR use up any existing account balance if applicable).
  7. N.B. If you don't use the full balance of your gift voucher in the one transaction, you will lose any outstanding balance, so it's best to spend it all upfront! And please see voucher for any expiry date that may apply.
  8. As with all orders, if you're not happy with any of the wines for any reason, they are covered by our 100% no quibble refund guarantee - just let us know and we'll add a credit for the price paid to your account.
Naked Wines Gift Certificates
  1. Naked Wines Gift Certificates can be bought online or over the phone, to pass onto a friend. N.B. These differ to the vouchers / gift cards mentioned above, which are offered by our partners as a reward or thank you.
  2. These gift certificates are like cash (i.e. can be used to buy anything on the site) - and we'll send the certificate to the lucky recipient via email, with full instructions on how to claim it.
  3. They can be stacked (unlike our partner vouchers / gift cards) - and they can be used in conjunction with partner vouchers / gift cards.
  4. Before claiming a gift certificate, you'll have to register with us first, including credit / debit card details (even if you're not spending any of your own money), so we can verify your age and we know where to send your wine to.
  5. As with all orders, if you're not happy with any of the wines for any reason, they are covered by our 100% no quibble refund guarantee - just let us know and we'll add a credit for the price paid to your account.
We operate a fair use policy on all promotional vouchers

We honour vouchers honestly earned from our partners, but the majority of our money-off vouchers (and some of our gift vouchers) are for new customers only. So if you're an existing customer who has already used a voucher, you won't be able to redeem a second one, but you're welcome to pass it to a friend!. N.B. We reserve the right to close your account(s!) if we suspect that you are downloading and redeeming vouchers from a voucher site, EVEN IF you set-up multiple accounts in the name of your pet hamster and vole. It is just not fair on us, our winemakers and other customers. We reserve the right to modify or cancel our vouchers/offers without notice.

Posting on the website

  1. If you post a comment on any of the public walls around the site (i.e. the Winemaker walls, the Wine Page walls and your Naked Me profile wall), your comments will be in the public domain and will therefore be visible to anyone who visits the site.
  2. Again, wine ratings and comments posted on your 'Naked Me' profile page will be fed through to the relevant wine page, and therefore visible to anyone who visits the site.
  3. If you don't want your Naked Me wall conversations to be visible, then please set your profile to 'private'. You can do this here.

Community Guidelines

To make sure all of our staff, customers and winemakers have a positive experience interacting on our website, we have three simple community guidelines:

  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.

Standard Angel Terms and Conditions:

  1. When you become a Naked Angel, you'll be helping our network of talented winemakers to make delicious wines, for less.
  2. You support them by investing from £20 a month into your Naked Wines account towards your next order, yours to spend on ANY of our wines, whenever you want.
  3. In return for your support, you save up to 33% every time you order (i.e. you pay the Angel Price rather than the normal price listed next to each product, unless you're using a money-off voucher - see point 6 below).
  4. Angels are also offered a free premium bottle of wine every month if you order a case, while stocks last. We'll add your free sample to your basket. It will be available for 2 weeks. To claim it, you need to add at least 12 other bottles to your basket and check out as usual.
  5. Please note:
    • There is no obligation to order whatsoever. You decide when you want to order (if at all!) and what you want to order.
    • Your monthly payments will be transferred from your registered debit or credit card at the same time every month (you can change your payment date on your My Account page). N.B. If we cannot take your monthly payment from your default card for whatever reason (for example, the card has expired), we will attempt to auto-update your card details for you, to save you the bother of having to call us with updated information. Failing that, we will automatically take your Angel payment from another registered card on your account. Or finally, we will get in touch and request new card details! Please note, once we have new card details, we will take your Angel payment for that calendar month and the previous calendar month, unless you tell us not to.
    • If you place an order that totals more than the balance in your Naked Wines account, then we will debit your registered debit / credit card the difference.
  6. VOUCHERS AND GIFT CARDS: If you have a promotional money-off voucher in your account, or a gift voucher / gift card, these are only redeemable against the standard price, not the Angel price, unless otherwise stated.
  7. GIFT CERTIFICATES: As these are like money, there is no Angel discount when buying Naked Wines Gift Certificates BUT you will still receive your Angel discount when you spend a gift voucher.
  8. You can cancel your Naked Angel Account at any time, and get your money back - with no penalty whatsoever (see point 9). You can cancel online on your account page, via email at hello@nakedwines.com OR by calling us on 01603 281869. Please note, that if you have any vouchers OR Fine Wine Bond Wine Credits in your account, we cannot refund these - as they are not cash nor are they convertible into cash. But as mentioned above, you will get back every unspent penny that you've paid in!
  9. In case you were wondering whether the money in your Naked Wines' account is safe; the funds are protected by our ultimate parent company guarantee so that if anything goes wrong with Naked Wines your money remains secure.
  10. Closing an Angels account when someone dies: we understand that it can be overwhelming to sort practical matters when someone close to you dies so we want to make it as simple as possible. Call us on 01603 281869 and we'll do our best to help. If the bank account linked to the Angels account is still active or even if frozen we can return any remaining funds immediately. If this is not possible we will require a copy of the death certificate and proof of executor details before we can release any funds to the executor by cheque.
What does Angel exclusive mean?

Angel exclusive means that Angels will always get first dibs on all new products as soon as they hit the website (usually around four weeks). They'll also get priority access to low stock / scarce wines - and some of our most popular wines. Once Angels have had first dibs, these products will be released to all customers to purchase at the list price, however Angels will always have a chance to buy them first.

Naked Marketplace

  1. Naked MarketPlace is a place for us to show you the PICK of the parcels offered to us, at the best price we can negotiate for you. The deals are set up so that everyone wins:

    • You our customers get a better deal on the parcel than you can any other way
    • The winemakers get a big order
    • We take 10% for making sure everyone gets what they bargained for
  2. How the MarketPlace deals work:

    • Every week, we pick the BEST parcel, negotiate the BEST price with the winemaker, and put the deal live on the website
    • Each deal lasts for one week and the deal ONLY goes through if the minimum number of cases are sold i.e. "This Pinot Noir usually sells for £20 a bottle in New Zealand, but I'll sell it to you for £10 a bottle if 1000 of you buy a case."
    • A deal can be a 6 or 12 bottle case of the same wine OR a mixture of different wines from the same winemaker
    • The price customers see is:

      • The price negotiated by us with the winemaker
      • Converted into £ Sterling
      • Plus duty, VAT, CCT and postage and packaging
      • Plus commission of 10%
    • Customers can bid for as many cases of the same deal as they like (N.B. you will need to register with Naked Wines to place a bid).
    • If, when the deal ends, the number of bids exceeds the minimum, then the deal is binding on all parties!
      • The seller is committed to deliver the ordered volume to Naked Wines' local agent within four weeks of the deal ending
      • Naked Wines will collect the bid price from the customers i.e. the money will be taken from customers' registered Naked Wines' card OR we'll use any cash already in your Naked account
      • And Naked Wines will pay the pitch price, in local currency, at the exchange rate prevailing, within 10 days of the seller delivering the wine and export documentation to Naked Wines' specified agent.
    • If the deal expires and the minimum volume has not been achieved, then nothing happens. The seller does not deliver the wine, get any money OR get charged any money - and the customer is not charged anything and does not receive any wine.
  3. Refunds: Our 100% no quibble refund guarantee still applies to our MarktetPlace wines i.e. if you don't enjoy it, or it's faulty for any reason, just let us know and we’ll add a credit refund back on your account for you to put towards another order.
  4. Angels: There is no additional Angel discount on MarketPlace cases as they already have HUGE discounts - and most of the winemakers don't need Angel backing as the majority of the wines are already made.
  5. Delivery: Delivery is included in the price that you bid - so there's no extra delivery charge to pay. N.B. Out of area postcodes will be charged their standard delivery charge, less £5.
  6. Vouchers: You cannot use vouchers on these cases as they already have HUGE discounts - and the transaction is really between you and the winemaker, not between you and Naked Wines.

For a full list of Q and As, please click here.

Pre-order cases

  1. We occasionally invite you to pre-order wines that are currently out of stock, or new exciting wines that will be added to our range.
  2. We typically ask you to put down a £10 deposit to secure 6 bottles. This may as an 'Advance Booking' on your order history.
  3. You can pay your deposit using your registered card, any cash in your Naked Wines account or any Fine Wine Bond interest (you can't use vouchers or account credits). When the wine is on its way, we'll email you to remind you that you've pre-ordered a case - and we'll tell you when it's due and how much balance you owe (which you'll pay when we ship you the wine).
  4. If you've changed your mind, you can cancel your order - and we'll give you your £10 deposit back.
  5. When we process pre-orders behind the scenes, we will refund the £10 deposit back to your balance before processing the wines. You will see this appear as an 'Advance Booking Cancel' on your order history. Please note this does not mean we have cancelled your pre-order and it will arrive as expected.
  6. Our 100% no-quibble refund guarantee still applies to our Pre-Order wines i.e. if you don't enjoy it, or it's faulty for any reason, just let us know and we’ll add a credit refund back on your account for you to put towards another order.
  7. Please note, pre-order delivery dates are estimates and the delivery date is subject to change. If there is a delay on the wines arriving in the UK we will inform you by email.
  8. Delivery charges are standard i.e. free to most UK postcodes if the wine is £100 or more.

Text For Wine

  1. As of the start of August 2015, we've introduced a new service where customers can order wine via text message!
  2. This service runs (Mon-Fri 9am-5:30pm, Sat 9am-1pm) - and we'll aim to reply to all texts within 20 minutes.
  3. To use this service, you have to register with Naked Wines (including address and card details) and you need to opt-in, which you can do so here.
  4. Please note that you have to register via the main site or the mobile site. You cannot currently register via the app.
  5. When you opt-in to the service, you'll have to provide us with a mobile phone number, which we'll store securely with your other personal details.
  6. Once you've opted-in, we'll text you a verification code which you'll need to input on the website. And once we've received this code, we'll confirm the number you can use to place orders!
  7. The beauty of the service is you can ask us to order you a specific case OR you can tell us the types of wines you like and we'll create a case for you.