About Us

Customer FAQs

Many questions you wish to ask will have been asked by previous customers. A list of the most frequently asked questions can be found below.

Dean Harpers asking the questions
Dean Harpers asking the questions

This page covers many of the most Frequently Asked Questions from our clients. If your question or line of enquiry is not covered in this section please call our office on 01603 451098 or e-mail our office at sip@harperwells.com

How can I order wine from HarperWells?

There are many ways to order wine from HarperWells. If the wine is available on the website then you can order it online by using our modern secure e-commerce site. If you prefer, you may ring us on 01603 451098, our staff will be delighted to discuss your order and take all your delivery and payment details. You can email us on sip@harperwells.com and one of our staff will ring you back to take your order.
 

What is the minimum order size?

 We don’t have a minimum order size but our delivery charges are the same for 1 bottle or 1 case, so it is better to spread the cost of delivery over several bottles if you can.
 

What is your pricing policy?

At HarperWells we operate an Every Day Fair Pricing policy – but what does that mean?

 Well, at its most basic, it means that at HarperWells we offer genuinely competitive prices across our range of products, to all of our customers, every day of the year – not just at sale times or on one or two promotional items. It means that we offer the same great prices to every customer – no haggling, no having to prove that you belong to an approved society in order to get a few percent off. We have one set of prices – our best prices –  for everyone. Every day.

 That doesn’t mean that we don’t look out for special purchase opportunities with our suppliers that then lead to special offers - which we let our customers know about. But it does mean that any specials are on top of, not instead of, our day-in-day-out competitive pricing.

 In practice, this means that we spend time every week looking at prices in the marketplace to ensure that we are offering great value. We don’t promise to be the very cheapest on every item – there will always be a few products out there being offered at silly money to attract your attention – but across the range and throughout the year we do guarantee that we will offer excellent value and great service.

 And we are honest with our prices.

Some things HarperWells WON’T do:

 •Sell grey imports at knock down prices, but with no provenance.
 •Advertise give-away prices on items we don’t actually stock.
 •Allow you to order one vintage and deliver another.
 •Use one or two eye catching offers to create the impression of low prices all round
 •Claim to be offering big price reductions against prices we never offered in the first place. We may tell you the SRP (manufacturer’s suggested retail price) and compare it with our price in an honest and fair way though.
 •Label a product with its SRP and then offer you a great deal or on the spot discount if pressed. We will label every item with our genuine best price from the start.

Who needs the stress of haggling and wondering if you really did get the best price? At HarperWells that is one stress you can forget. The bottom line is that our prices are highly competitive and genuine. For everyone. Every day.
 

How Can I pay for my wine?

 HarperWells have a state of the art secure payment system for paying with credit or debit cards online. We accept all major cards including Visa Credit/Debit, Mastercard, Maestro, Visa Electron, and American Express.

If you would like to pay by cheque then please let us know and you can send one to our offices at The Old Granary, Grange Farm, Ashwellthorpe, Norwich, NR16 1ET.

If you prefer to pay by Direct Bank Transfer then please let us know and we will send you our bank details so that you can make the transfer.
 

When will my wine be delivered?

 We deliver to mainland UK via a courier on Tuesday to Friday inclusive. The majority of wines will be delivered within 5 working days of receiving your order – if this is not possible for any reason, we will let you know as soon as possible. If you need the wine for a specific date, please let us know by filling in the delivery details at the time of the order and it would be very helpful if you could email us on sip@harperwells.com to be absolutely sure.

We cannot specify a time of the day that the delivery will be made but for a small extra charge, we can specify an AM delivery.
 

How much does delivery cost?

 We charge £7.50 per consignment for deliveries to mainland UK – for deliveries to Ireland and the Islands, please ask us for a quote on delivery.
 

What if I am not in when my wine arrives?

 If you are not likely to be at home when your wine is delivered, let us know if there is somewhere safe to leave it – this could be with a neighbour or in the greenhouse etc. When you order your wine online, please leave these instructions in the; ‘delivery instructions’ text box or let us know when ordering by telephone – please note, if you ask us to leave your order in a safe place, this is entirely at your own risk.
 

What Happens if my wine is damaged in transit?

We use specialist packaging for our wines and make every effort that they reach you in perfect condition. Our couriers are instructed to return any damaged goods directly to us and not to deliver to the customer – in the unlikely course of events that damaged goods are delivered to you, please report it to us within 3 working days of delivery. We guarantee that we will rectify the situation as soon as we can.
 

Do HarperWells give Refunds?

 Yes we do. If your wines are damaged when they reach you or they are the wrong wines then we will either refund you or replace the wines, whichever method suits you the customer and is possible for us to achieve. If you find that your wine is corked, we may well refund you depending on the time that has elapsed from the original purchase. We may request the return of the damaged or corked goods so that we can determine the extend of the damage before agreeing a refund. We do not give you a refund where you simply didn’t like the wine.
 

Do you sell wines that are not on your web site?

Yes we do. There are many wines that are only available in very small quantities that we do not put on our web site. If you are looking for something in particular then please do not hesitate to contact us and we will tell you if we have it or we can look for it for you. We have a vast network of excellent suppliers and contacts within the wine trade across the world and so there is a good chance that we can find what you are looking for.
 

Can I buy wine as a gift for other people?

 Yes! We are delighted to help you with your gifts to either private customers or organizations. If ordering online please state clearly the delivery address you require, who the contact is, and a contact number for the recipient. We would be delighted to include a message from you if you require, please contact us by telephone or email if you would like this service.
 

Can I purchase wine "in bond" or "En-Primeur" (futures)?

Yes. We will sell the majority of our wine in bond and can have it delivered direct to your bond account. Our team has over a decade's experience with En-Primeur campaigns and would be happy to discuss your requirements.


Pricing Information

 All of the prices quoted on the HarperWells web site are in Pounds Sterling and inclusive of VAT.


Can I order wine from outside of the UK?

Yes you can, please contact us for details regarding payment and delivery etc.
 

Legal Ordering Age

HarperWells will not sell wine to anybody under the legal drinking age of 18 years old. You may be asked to confirm that you are above the legal drinking age when ordering from HarperWells and we reserve the right to refuse sale to anyone who we suspect is underage.
 

Privacy of your personal details

HarperWells is serious about protecting the privacy of our customers. The information that you give us will not be passed on to any other third party organization. We encourage our customers to sign-up for our opt-in newsletter but if you want to stop receiving this at any time, please do not hesitate to let us know. Your privacy is very important to us, if you have any concerns, please do not hesitate to contact us.


Trading Name and VAT Number

HarperWells Ltd. is the trading name and our VAT Number is GB 884 2055 15