Terms & Conditions


scroll down to view ⇓

We are an independent family run business, previously known as Luscombes, established in 1979 and it is our intention to offer you an extensive range of high quality wines and spirits with excellent customer service. If any of our service falls below the standard you would expect of us, please let us know and we will try our very best to rectify any problems quickly and professionally.


Our Terms and Conditions do not affect your statutory rights as a consumer. By entering into any financial transaction with Quay Wines you are agreeing to our Terms and Conditions.

These Terms and Conditions and the supply of the goods will be subject to English Law, and the English Courts will have jurisdiction in respect of any dispute arising from the contract.

Please read these Terms of Sale carefully before placing your order with Quay Wines.

Your Account With Quay Wines
You must be aged 18 years or over to make a purchase from Quay Wines.

You will need to complete an account application form and provide your personal details. If the purchase is a gift for a third party then the recipient of the gift must also be aged 18 years or over. You must notify us immediately of any known unauthorised user of your account or any other possible breach in security.

Data Protection & Age Verification
You agree that we may use your personal information provided by you in order to conduct appropriate anti-fraud checks and to confirm you are of legal age if purchasing alcohol. Personal information that you provide may be disclosed to a credit reference or fraud prevention agency, which may keep a record of that information.

We will not sell to anyone who is not 18 years of age or over, as the law requires. If the person receiving the order is unable to produce appropriate ID to confirm them to be 18 years of age or older then, unfortunately our couriers will be unable to leave the products. Costs to redeliver the order and consequences thereof shall be of the person making the order.

To ensure that your credit, debit or charge card is not being used without your consent, we will validate name, address and other personal information supplied by you during the order process against appropriate third party databases. By accepting these terms and conditions you consent to such checks being made. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency, which may keep a record of that information. Be assured that this is done only to confirm your identity, and that your credit rating will not be affected.

Quay Wines complies with all conditions of The Data Protection Act 1998 and all information provided by you will be treated securely and strictly in accordance with this Act.

Third Party Websites

As a convenience to customers, Quay Wines includes links to other web sites or material which are beyond its control. Quay Wines are not responsible for content on any site outside our Site.Your use of the Company Site

Your Use of Quay Wines Website

  • You may not use the Quay Wines for any of the following purposes:
  • interfering with any other person’s use or enjoyment of the Company Site; or
  • making, transmitting or storing electronic copies of materials protected by copyright without the permission of the owner.
  • You will be responsible for our losses and costs resulting from your breach of this clause.

Availability of Quay Wines Website

  • Although we aim to offer you the best service possible, we make no promise that the services at Quay Wines will meet your requirements. We cannot guarantee that the services will be fault-free. If a fault occurs with the Site you should report it to info@quaywines.co.uk and we will attempt to correct the fault as soon as we reasonably can.
  • Your access to Quay Wines may be occasionally restricted to allow for repairs, maintenance or the introduction of new facilities or services. We will attempt to restore the service as soon as we reasonably can.

Our Prices
Our prices do not include delivery charge or insurance costs. These will be detailed at the time of order and may vary according to the level of service required.

We reserve the right to charge extra for an unusual delivery requirements or different locations.

All online prices are inclusive of VAT unless otherwise stated. Prices are based on your accounts individual minimum order, ordering quantities below this minimum order may result in additional charges.

Unless otherwise agreed, prices will be those stated by us, on date of invoice, prior to dispatch. No claims of any type or reductions after dispatch will be entered into.

Any price or price list provided to you is for information and guidance purposes only and may contain discrepancies. It does not represent an offer to sell at the stated price and the prices are not legally binding to us.

All Orders
When we receive your order we have the right to assume the order is correct and accurate.

When you have completed your order you will be sent an e-mail confirming your order. It will state what the products/services are, the cost, delivery and invoice details. If your order has been unsuccessful you will be made aware of the reason why and any possible explanations. Each party shall be responsible for any errors in its messaging or ordering.

The products are not sold on a sale or return or exchange basis. We are unable to guarantee any minimum best before dates unless arranged prior to dispatch. If ordering for a specific date of consumption please call and check first. We are unable to guarantee the vintage advertised, in the case where the current vintage has become exhausted the next available vintage will be sent. If this is a particular issue, please leave a message in the box at the checkout and a member of our team will make contact to advise. In the case of Fine and Rare wines, if stocks have become exhausted  of the advertised vintage, we will not send a replacement. Products may only be returned upon the suppliers written approval, in their original packaging and condition, within date with carriage paid. Any alternate pricing including written quotations will be valid for 7 working days from the date given. Any perishable items or foodstuffs are excluded from return.

We reserve the right to alter prices without notice in the event of major currency fluctuations, changes in the rate of duty, VAT or other taxes, or other market conditions. We also reserve the right to terminate any special offer at any time, without notice.

Cancellation Of Your Order
We are able to cancel your order whilst this is within an order processing status, however once the order status has changed to completed and dispatched and once dispatched to the courier, orders cannot be recalled or stopped by cancellation. If the order is delivered and the items are still unwanted and you still wish to cancel your order you may do this within your rights of the Consumer Contracts Regulations 2013. You are obliged to retain possession of the goods and take reasonable care of them and ensure you inform us by email to info@quaywines.co.uk with your name, address, email address and telephone number and details of the order you wish to cancel within 14 days of receiving the goods or services. Our usual order cancellation, returns and refund policy does not apply for bespoke ‘made to order’ goods or perishable goods, which cannot be returned unless faulty.

Please ensure you return the goods to us within 14 days of the cancellation (at your cost) and we strongly recommend using insured postage to the value of the goods as no refunds will be issued on goods that arrive damaged) and we will reimburse to you the amount in relation to the goods to which the cancellation rights apply this includes the initial cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard least expensive method of delivery). We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is either as a result of unnecessary handling by you, signs of damage or tampering or damage caused during transit of the goods back to us any of which may render the goods unsaleable). We will make the reimbursement to you no later than 14 days after the date we receive back from you any goods supplied.

Stock Availability
If for any reason beyond our control, we are unable to supply a particular product, we will notify you as soon as possible. Goods are available on a first come, first served basis and we are not liable if we are unable to supply a particular product. You will not be charged should stocks become exhausted and will be notified within 24 hours where possible of such and offered an alternative choice. Should you have been charged already, a refund for the part not in stock shall be applied.

Gift Box Availability: Please note, we will endeavor to supply bottle items, where applicable, with gift boxes.

During periods of high demand, some items may not be immediately available with a gift box, so please call us to check if your order will be available with a gift box should this be essential. Should gift boxed stock not be available “naked” bottles will be dispatched in order to avoid any delay to your delivery.

Product Changes: Suppliers may change bottle type, size, colour and labeling at any point with no prior notice. Whilst we endeavor to ensure all images are correct and up to date on the website we cannot guarantee the bottle type, size, colour and labeling when a product undergoes a change or changes.

Terms Of Payment
You can pay for Products purchased from Quay Wines by using any of the following debit cards: Visa, Master-card, Visa Delta, Visa Debit, Visa Electron and Maestro/Switch, Solo.

You must give us authority for payment at the time of order and all cardholders will be subject to validation checks and authorisation by the card issuer.

We will not deliver any Products prior to these checks and authorisations being completed. If your card issuer refuses to authorise payment to us, we cannot accept your order, and will not be liable for any delay or non-delivery.

Delivery Of Goods
The goods you order will be delivered to the address you give when you place your order with us.

Delivery charges made will be relevant to the delivery service required. We reserve the right to change the service selected.

All goods must be signed for on delivery by an adult aged 18 years or over.

If there is no one at the address who is competent to accept delivery of the goods, the recipient will either be notified of an alternative delivery day or be asked to contact the courier to arrange re-delivery.

If multiple delivery attempts are made to the provided delivery address and a competent recipient is not present to sign for the goods, or no effort is taken by the recipient to contact the courier to arrange re-delivery, the order will be returned to our warehouse. In this instance, a delivery surcharge may need to be paid by the customer in order for the goods to be re-delivered. The Company will contact you and provide you with a quote.

Any orders returned to the Company following non-delivery and subsequently cancelled will be refunded excluding any original delivery charges paid for by the customer and incurred by the Company.

Every effort will be made to deliver the goods to you within 5 working days or sooner however, in rare cases, this may be as long as 10 working days. A working day is any day other than weekends and Bank or other public holidays.

Quay Wines will not be liable for any loss or damage suffered by you through any delay in delivery.

It may be possible to deliver the next working day, please phone 01548 854873 or email info@quaywines.co.uk for a quote.

You will become the owner of the goods you ordered and responsible for risk of loss or damage to them once they have been delivered to you.

For your security, the courier’s paperwork must be signed at the recipients address.

Risk, loss or damage in the goods/products shall pass to the customer on delivery. Ownership of the goods/products remains with us until such time as payment has been received in full by us.

Any amendments to the delivery address details once your order has been processed by us and received by the Courier may not be possible. Any amendments to delivery address may be attempted by the Customer direct with the Courier but is not guaranteed due to security of goods measures and may incur an additional charge due to redirection of goods.

Damaged Goods
Quay Wines will provide a replacement, credit or full refund if a breakage occurs during transit or for products that are faulty. We must be notified of damaged or faulty products within 3 working days of receipt. We may require the faulty products to be returned to us so, please keep all the original packing.

In order to process a refund or replacement due to damage or breakage, a photograph of the damaged goods may need to be provided.

Damage to Gift Boxes: Where there is an upcharge for a gift boxed item over a standard bottle and a gift box is damaged, we will refund the difference paid. If there is no price difference or a gift box is standard then no refund can be applied. Items are sold for the bottle and contents but where we consider the gift box to be intrinsic to the product then a replacement may be sent. Boxes for the large format bottles, whilst attractive, are considered to be protective in nature and therefore any damage to these in transit is not eligible for replacement or refund.

If any replacements are required to be sent, this will be sent using a courier service by Quay Wines at our cost. Should these be returned to us by the couriers following delivery attempts and or a card being left, any further redelivery costs will not be met by Quay Wines.

On the rare occasion where the products delivered are incorrect and different to those ordered, we must be informed of this within 3 working days of the receipt of the goods received in error. We will arrange a collection of these goods as necessary. Items that are tampered with or consumed will not be refunded.

All Refunds
All credits or refunds for unwanted items will be issued to you within 14 days after the goods have been received back with us, other than the payments for delivery. Refunds for the goods received back will not be issued where there are signs of tampering or damage, which in any way diminish and render the goods un-saleable.

For returns where the promotional “Free Delivery over £99” has been selected, if the whole order is returned or where the return of an item or items takes the value of the order below £150 then the delivery will be charged for at the Standard Delivery rate. This will be deducted from the total amount of the refund due. For returns where a promotional item has been included, if the return of an item that includes a promotional discount applied to all or part of the order, or a promotional product is returned, then the discount applied will be deducted from the refund due and/or the promotional item must be returned as well.

Please note we are unable to give a refund on wines 10 years or older, these are purchased on a basis as ‘sold as seen’.

Termination Of Our Services
We reserve the right to terminate Customers using our services at any time for whatever we consider misappropriate or improper use of or not abiding by these terms and conditions; and or abusive verbal or written communication with any member of the Customer Support team. You will be informed of such termination in writing.

Our Complaints Procedure
We take all complaints seriously and should you not be happy with the service we have provided you with, then please send full details of your complaint with any relevant documentation to Info@quaywines.co.uk and we will commence investigations immediately. We will endeavor to respond to you within 5 working days.

These Terms and Conditions were last updated on 24th August 2018