Frequently Asked Questions
The product I want to buy is out of stock – will you be getting it back?
Owing to disruptions in our supply chain, you may find more products you want to buy are not currently available for sale. We apologise if this is the case and are working hard to ensure we have a good range available. Our website will always show you the most up-to-date status of a product: wines that will come back into stock will show a 'due-in date'. Products which are shown as 'out of stock' are unfortunately no longer available to order. Our Member Services team are on hand to help you select a substitute: please email or call 01438 741177.
Is The Cellar Showroom open?
The Cellar Showroom is now open for on-the-spot sales. In line with government guidance, and to ensure the safety of both members and staff, all visitors must wear a mask/face covering. Please ensure that you follow social distancing guidelines while you are visiting us and be aware that, in order to facilitate this, only one person per membership will be admitted to browse at a time. We also continue to operate the Stevenage Click & Collect service for both wine purchases and Members’ Reserves withdrawals. View opening hours
Are deliveries being carried out in a socially distanced way?
Yes. To help ensure both our members' and drivers' safety, we will leave your order on your doorstep or at an appropriate place and move back before you collect it. We have asked our drivers not to enter your home, help you unpack your wine or take away any packaging from previous delivery. Thank you in advance for adhering to these measures.
How do I log in to the website for the first time?
To set up your account, you'll need both your share number and the email address you provided most recently to us. If you are unable to find either or both, please email us and we will be happy to help you as soon as we can.
I joined The Wine Society several years ago. How do I reactivate my membership?
Once you become a member of The Wine Society, you'll always be a member of The Wine Society: simply use your share number and password to log back into your account. If you've lost your share number and/or log-in details, please email our Member Services team, who'll be happy to help.
How is payment taken for en primeur wines?
At the time an en primeur order is placed by a member, we verify the card number and get authorisation for the payment (this reduces the incidents of payment failures later down the line). This puts the payment in a pending status (we haven't deducted the money from the account but the funds have been ringfenced). Once the offer has closed, we then allocate the wines. Once wines have been allocated amongst members and we can confirm the fulfilment of orders, we will deduct the amount owing from the card (up to the maximum amount of what had been ringfenced). View our current en primeur offers
When will the wines I bought from en primeur offers be arriving?
To view the estimated date of your en primeur arrival please visit our en primeur dates page for the latest updates.
Tasting and Events
Our team is working on a series of virtual events including winemaker tastings, masterclasses with our buyers and regular 'TWS Taste' events for members on our Community. View upcoming events.
Is your Click & Collect service available?
We are still operating a Showroom Click & Collect service in Stevenage. Our nationwide Click & Collect is currently suspended until further notice.
Are you still delivering to Northern Ireland?
Yes. We can deliver to Northern Ireland with DHL on a 2 day delivery service.
Collection in Northern Ireland
Yes. Collection from our collection point in Newry, Northern Ireland is now operational.
Can I return my empty boxes?
Our drivers are currently unable to accept the return of used boxes. We encourage you to recycle as you usually would.