Customer FAQs

Please read our Terms and Conditions

Please read our Privacy and Statement

Ordering from the Secret Cellar is very simple, safe and secure and you can shop online without logging in or needing to register. Below we have tried to answer some of the questions we are most commonly asked, however if you have a question that we have not covered please do not hesitate to e-mail us. Most enquiries are responded to within 3 hours. You can also call us on 01892 537981.

Answers to your questions:

Can I shop at The Secret Cellar without logging in or registering?

Yes. You can browse, add products to your basket and buy from the website without logging in or registering

Where is The Secret Cellar located?

The store is at 43-45 Church Road, Tunbridge Wells, Kent TN1 1JT. We also have stores in Oxted, Surrey and Wadhurst, East Sussex.

Click here for more information

Making a Purchase

could not be easier. Just browse and click on any items you wish to add to the shopping trolley. After you have finished, click on “checkout” to complete your details. As a seller of fine wines and wine-related products, we are committed to providing you with the best online service and experience as well as best products. You will receive the same high level of service using the web as with our ‘traditional’ Home Delivery Service. Buy your wines online, by mail, or by telephone (for telephone orders, please call Monday-Friday 9am – 5.30pm)

  1. Browse through the web site and choose the items or gifts that you wish to purchase.
  2. Select the product and decide how many you want of that product. Enter the number in the box provided
  3. Click "Add" and your product will be added to your shopping basket. Please note that you have not purchased the product at this point and you can remove the item from your basket at any time
  4. Continue shopping (adding more items to your basket) or, if you have finished and wish to pay, click "Checkout"
  5. You will arrive at the checkout page where you will be asked to check your order. You can still change products at this point if you wish. If your order is correct, proceed to the secure checkout by pressing the 'Send Order' button
  6. You are now transported to a secure location. This is where we collect a few details about you - your name, address, and telephone number and payment details (we accept Visa, Mastercard, Delta, Switch and BACS). This only takes a few seconds and all this information is confidential. You will be asked to enter your personal message and the delivery address. Then simply hit “Send Order” to complete
  7. You will be sent an email confirming your transaction and your order will be sent to the warehouse for processing and delivery. If you realize you have made a mistake, do not panic, simply telephone 01892 537981 and we will amend the problem.

Is it safe to give my credit/debit card details online?

Transactions made on line are much more secure than using your card over the phone or making payments in a restaurant or shop where you can lose sight of the card. When you use your card to place an order with us the details are encrypted with 128 bit encryption which makes the transaction totally secure. When you reach the point in your order where credit card details are required look for the 'padlock symbol' in the bottom corner of your browser which indicates your transaction is not viewable by any unauthorized parties. Any misappropriation of your card by a third party is covered by your credit card company under the European Distance Selling Regulations 2000. They are bound to repay to you any misused credit card under these terms. Please refer to our Privacy & Security policy (link)

What payment methods do you accept?

We are happy to accept payment by Switch and Maestro debit cards, Delta, Solo, Visa and Mastercard.

Can I pay by cheque?

Yes. After requesting your goods by telephone or email, please send a cheque, payable to “The Secret Cellar Ltd” to The Secret Cellar, 43-45 Church Road, Tunbridge Wells, Kent TN1 1JT. The order will be dispatched once your cheque has cleared for payment (please allow 5 working days for this)

What currency will I be charged in?

All orders placed with The Secret Cellar are charged in GBP Sterling

How much do you charge for delivery?

We offer a flat rate Next Working Day delivery service (Mon-Fri) on orders received before 2.30pm of £8.50. Please Click here for our Delivery Statement detailing full terms and conditions, surcharges and delivery times

Is there a minimum quantity I must order?

Most definitely not! We can send you quantities from one bottle to multiples cases. You are free to buy as much or as little as you like. Our minimum order value is one item at a flat rate of £8.50 for all mainland UK deliveries Monday through to Friday. Click here for more information

Will you deliver to my area?

We deliver to addresses throughout Mainland UK, Scottish Highlands, Islands, Isle of Man and Northern Ireland. We do not deliver to the European mainland, the Channel Islands and the Republic of Ireland, nor do we deliver worldwide. For more details on our delivery policy please see the Delivery Statement

When can I expect delivery to be made?

We operate a Next Working Day delivery service for all orders received before 2.30 pm, Monday through to Friday. Please use the tracking information in your email receipt to follow the progress of your order. If you have not received your order within 48 hours please give us a call on 01892 537981.

BE ADVISED THAT MIS-SORTS CAN OCCASIONALLY HAPPEN WHEN ITEMS ARE MIS-SORTED BY CARRIER DEPOTS. TO AVOID DISAPPOINTMENT PLEASE SEND BIRTHDAY GIFTS, ETC. AHEAD OF TIME TO ALLOW FOR POSSIBLE ACCIDENTS THAT CAN OCCUR WHEN ITEMS LEAVE OUR SHOP

International deliveries

We can deliver outside of the UK to business addresses only in mainland European countries. Please see our Delivery Charges page for a list of countries and charges.

If I place an order how will I know you got it?

When your order is sent you will receive an immediate thank you confirmation message from our server confirming receipt of your order. Normally dispatch will be within the next working day from when you placed the order. If there is a delay or we need more information we will contact you to let you know what is happening with your order

An error message was displayed when placing my order – have you received it?

Please telephone 01892 537981 or email to check that we have received your order

Can I send a personalised message with my delivery?

A gift card message is free and can be added to any order. There are no strict limits on message length. Please complete the “Gift Message” box with your message at the time of checkout. For corporate orders, businesses may have their own company stationary included, as required. We also have available a bespoke gift box printing service at our sister company, The Wooden Wine Box Company. Please refer to the Gifts section for more details

What happens if I am out when my order is delivered?

If you miss the first delivery attempt, the driver will leave a card and will return the next day. To avoid this problem:

- Let us know what your preferred delivery day is - Have the parcel delivered to your work address - Let us know if it can be left with a neighbour - Request the goods to be held at your local depot so that you can pick them up at your own convenience Alternatively, you may authorize the courier to leave the order in a designated safe place. There is a textbox in the shopping Checkout area of the website where “Special Delivery Instructions” can be left should no one be at home to meet the courier. Let us know if you want the courier to leave your order in a certain spot (e.g. at the back door or in a shed etc). IMPORTANT: if a request is made for wine to be left unattended, The Secret Cellar cannot be held responsible if the wine goes missing after the courier has delivered it

What if the wine is broken?

Please inform the carriers of any breakages or shortages at the time of delivery. Claims for these are required by post, fax or e-mail within 24 hours of delivery. We will refund or replace all genuine claims for breakages

How do I know my order has been received and is being processed?

We will send an automatic confirmation of receipt of your order by email. This serves as a full VAT invoice for the wines and delivery. No financial details will be included with the wines when they are delivered, whether they are delivered to billing address or other addresses.

Please note: our confirmation email is AUTOMATICALLY GENERATED. Occasionally, certain servers filter it out as 'spam' and ban it. If you do not receive a confirmation email, please let and know and we will send one manually

Does The Secret Cellar offer refunds?

If you receive the wrong wine in your order we will replace your bottle and reimburse any delivery costs you incur. We will not refund a purchase because you didn't like the wine. Please contact us as soon as possible if your order experiences bottle damage or your wine is corked. We may request the return of the damaged product before a refund is given so that we can make an assessment as well

Faulty goods – what should I do?

On the rare occasions a wine is corked or faulty we will gladly offer a replacement or credit on the return of the bottle in question. We will replace or credit any faulty bottle or unopened wine with which you are unhappy. Please telephone or email us as soon as possible. We will then refund you the cost of the bottle upon its return to the shop

I don’t like what I ordered – can I return it?

If the product is not faulty and it is simply a case of taste, we cannot provide a refund. Where a wine is not to your personal taste one of our experienced advisers will be happy to offer an alternative choice to replace any wines returned and issue a credit receipt. If you wish to return the goods to us to exchange for alternative goods of the same value (or greater value at your expense), you will be responsible for the necessary delivery charges

How do I cancel an order I placed?

Cancelled orders yet to be dispatched
You can cancel your order by emailing our Customer Services on sales@secretcellar.co.uk.

These orders will be cancelled and a full refund given

Cancelled orders already dispatchedCustomers have a “cooling-off period'” of seven working days, after receipt of the goods, during which they may cancel the order for any reason. All returns are made by the customer at their own expense. Orders which have entered our dispatch process or have been dispatched can be cancelled by sending an email with details of your order to sales@secretcellar.co.uk. These orders will be provided with a full refund less all courier charges

I’m organizing an event – can you help with the alcohol?

Yes we can. We have a great range of quality wines, fizz & spirits to boost the party and would be delighted to cater for your needs. Please go to our web form where you can fill in some details so we can get back to you. Alternatively, please email us your requirements or call us direct on 01892 537981. Please give us as much notice as possible especially for big orders.

What are the opening hours of our shop?

We are open from 9am to 6pm Monday to Friday and 9.30am to 5.30pm on Saturday. Opening hours may be extended at busy periods such as Christmas

Can you help me find wines not listed on your site?

Yes, we can try! We are happy to deal with customers’ requests and are happy to assist in tracking down hard-to-find wines. Just drop us an email and we'll let you know what we can do, as we have access to many key distributors and contacts in the industry. We can at the very least point you in the right direction

Do you offer Account Facilities?

We do offer account facilities to wholesale customers only. We are keen to do business with you, so please Contact us to discuss your requirements

How does The Secret Cellar protect my Privacy?

We are committed to protecting your privacy and will only collect, administer and process information in accordance with the Data Protection Act 1988. We will not sell your information to other third parties. Please see our Privacy Policy for more details