Thanks for shopping with Whitmore & White. Below are some Frequently Asked Questions (FAQs) which may assist you with your order.
You may also like to see our Delivery Policy and our Terms & Conditions which may be of assistance.
How long are Gift Cards valid for?
All gift cards are valid for 2 years from purchase. After this point the code will no longer work online or in store.
My Gift Card code will not work, can you help?
In April 2021 we upgraded our online and in-store software platforms. Gift Cards issued prior to this date will need to be entered in a different format to those shown on the certificate. Some older gift cards were unable to be moved, so if yours doesn't work, please get in touch.
Gift cards in hard copy format such as GA-1A62-A3, please enter your code in lower case without the dashes at checkout.
Gift cards in email format, such as 1234-5678-9101, please enter the numbers without the dashes at checkout.
If you are still having any issues using your gift card please email us at email@example.com
Food & Drink
Do you have vintage information for each wine?
We do, but where this is not specifically noted please do not rely on the bottle image for the vintage of the wine. Vintages change without notice and the photos may not be immediately updated as fresh stock arrives into our shops. If you are looking for a specific vintage of any of our wines, please contact us.
Will I receive exactly what is shown in each hamper or gift bag?
Generally speaking, yes. However, we may substitute some items should one of the items shown be out of stock. The substitution is selected by people rather than robots, and will always be in keeping and always of the same or greater value. We will tell you if we cannot substitute something specific.
Orders for National Delivery
When will my order arrive?
We aim to delivery your order in 3-4 business / working days. We process and dispatch orders within 48 hours on either 48 or 24 hour service with our preferred carrier Parcelforce. If you place your order at the weekend or UK bank holidays things may take a little longer.
Who is your preferred carrier?
We use Parcelforce for all of our national deliveries. Whilst slightly more expensive than others, we find them to be quite good at not dropping things!
I missed my delivery, what happens?
Parcelforce will leave a card for you to arrange re-delivery and communicate this with you via SMS. Note that they will only rearrange delivery once. If you miss delivery a second time, your parcel will be returned to us. We reserve the right to charge for redelivery if this happens. If you are sending a gift, please ensure you put the recipient's contact details on the order (particularly their phone number) as this will be used for the carrier updates.
Will there be paperwork in the box with my order?
No, we do not include invoices or order information with your parcel or gift, everything is done by email.
Orders for Local Delivery
Am I in your free local delivery zone?
Our local delivery zone is based on postcodes local to each of our shops. The postcode areas included are:
WA6_, CH8_, CH1_, CH2_, CH3_, CH4_, CH5_, CH60, CH61, CH63, CH64, CH47, CH48, CH49, CW8_, WA4_, CH66, CH62, CH42, CH41, CH43, CH44, CH45
(Note that the underscore represents a space, so CH3 5XX is eligible, but CH35 XXX would not be)
Note that due to quirks of the universe and the postcode database, our online shop will sometimes charge for local delivery orders. Rest assured it will be refunded by a human being if you’re facing this issue!
When do you deliver locally?
We presently deliver to our entire local area every Thursday, with additional days added at busier times of year (Wednesdays are available from 1st Dec). You can select which day you prefer at checkout. We do not presently offer time slots. Free delivery kicks in once your order is over £25.
Can you leave my order with a neighbour or in a safe place?
Yes of course. We can deliver your order however you like, just leave instructions with your order at checkout, or drop us an email with your order number.
I was not in when you delivered, what happens?
If we cannot find an immediately obvious or sensible place to leave your order, we will put a card through your door and return your order to the shop where you can rearrange delivery or come and collect it. Note that we may not always be able to arrange your re-delivery for the same week.
I have been charged twice for an order that didn't go through, can you refund me?
If you have had an issue at checkout such as your card not being authorised for any reason, or a technical issue caused our site to crash, the failed transaction will sometimes appear as a pending payment in your banking app. This will disappear within 24-48 hours. Note that we have no control over this process, please speak to your bank should you have any concerns.
I am trying to pay from overseas, but payment will not process. What do I do?
Due to stringent UK card security legislation, this can prove problematic depending on who you bank with. We recommend that our overseas customers use PayPal, which is generally more accommodating to international payment processing.