Terms and Conditions

If you have any questions whatsoever about the Terms and Conditions, Wine Club Membership, Delivery process or any other General questions please do not hesitate to contact us by email service@urbangrapes.co.uk or call us on 0800 999 1730.  Our general office hours are 9.30am – 5.30pm Monday to Friday.  Outside of those hours we will do our best to respond to your email as soon as possible.

Welcome to our Website

If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Urban Grapes relationship with you in relation to this website and any subsequent purchases. If you disagree with any part of these terms and conditions, please do not use our website.

The term ‘you’ refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:

  • The content of the pages of this website is for your general information and use only. It is subject to change without notice.
  • This website uses cookies to monitor browsing preferences. If you do allow cookies to be used, personal information may be stored by us for use by third parties as referred to in 10.1.
  • Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
  • Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
  • This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
  • All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
  • Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
  • From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).

In order to buy wine from us or use our web site you must do so according to these terms and conditions. By registering on the website or purchasing through it you are agreeing to be bound by them.

Urban Grapes reserves the right to change these Terms and Conditions by updating this page.

1 Sales Ordering and Delivery

General

We comply fully with our obligations under the Consumer Contracts Regulations 2013.

You must be of legal drinking age to order alcohol on our website (18 in the UK).  By using this site and when placing an order you are making a true declaration that you are 18 years of age or older.  If you are buying a gift, the recipient must also be over 18.

When you place an order you will receive an order confirmation email.  This acknowledges that your payment has been processed and your order is received but not confirmed.   Confirmations are subject to stock, description and validation.  Once this has been undertaken, we will send another email to confirm that the order has been processed and the despatch & delivery process started.

If there any problems with your purchase or potential delays due to stock availability, we will contact you within 24 hours.

When you give us your payment card details you are confirming that you are either the card holder, or that you have the permission from the card holder to use the card for the purpose of ordering wine.  You are also confirming that you are over 18.  We will cancel any order that fails our credit card fraud checks, or on the advice of our payment provider, the issuing bank or the cardholder.

If the order is shown to be fraudulent, we will inform the police and cancel any further orders by the same customer.

We only accept orders for delivery to physical addresses.  We do not accept delivery to PO boxes.

1.1 Delivery

Priority 48 Hour Wine Delivery is £8.50 for orders under £110 and FREE when spending more than £110*. *The Delivery Cost to Northern Ireland is a flat fee of £21 and the Delivery Cost to the Highland & Islands Postcodes Listed below* are a flat fee of £17.95 whatever your spend level. Delivery times to NI and Highlands & Islands are 2-7 days but usually within 48 hours (working days). This is per daytime delivery and covers up to a case of 12 wines.

Delivery times are normally Monday to Friday, 9.00am to 5.00pm.  If you are not there the driver will leave a card for you to arrange a more convenient delivery time.

The person receiving the wine delivery must be 18 years or older and our courier drivers have been instructed to operate a Challenge 25 age verification policy. We cannot accept any responsibility for your specific delivery instructions that do not involve the end recipient signing for the delivery.  If you choose to leave in a designated area or with another person such as a neighbour and not signed for by you, then you acknowledge that this may invalidate your Wine Satisfaction Guarantee.  You acknowledge and declare that any designated area to leave your parcel is not in the general view of the public and therefore not in the potential view of any persons under the age of 18 years old.

Although we make every effort to ensure orders are delivered on time, all delivery dates and times are estimates and not guarantees.  Due to the current level of demand and potential for short notice Industrial Action, there may be occasions when the wine delivery timeframe is longer than 48 hours.  If your Wine Delivery is time dependent, please contact the team on 0800 999 1730 to discuss prior to ordering to ensure that we are able to fulfil.

Highlands | Islands Delivery Post Codes – Flat Fee £17.95

AB31-AB32-AB33-AB34-AB35-AB36-AB37-AB38-AB39-AB41-AB42-AB43-AB44-AB45-AB46-AB47-AB48-AB49-AB50-AB51-AB52-AB53-AB54-AB55-AB56-FK17-FK18-FK19-FK20-FK21-HS1-HS2-HS3-HS4-HS5-HS6-HS7-HS8-HS9-IV1-IV2-IV3-IV4-IV5-IV6-IV7-IV8-IV9-IV10-IV11-IV12-IV13-IV14-IV15-IV16-IV17-IV18-IV19-IV20-IV21-IV22-IV23-IV24-IV25-IV26-IV27-IV28-IV29-IV30-IV31-IV32-IV33-IV34-IV35-IV36-IV40-IV41-IV42-IV43-IV44-IV45-IV46-IV47-IV48-IV49-IV50-IV51-IV52-IV53-IV54-IV55-IV56-IV63-KA27-KA28-KW1-KW2-KW3-KW4-KW5-KW6-KW7-KW8-KW9-KW10-KW11-KW12-KW13-KW14-KW15-KW16-KW17-PA20-PA21-PA22-PA23-PA24-PA25-PA26-PA27-PA28-PA29-PA30-PA31-PA32-PA33-PA34-PA35-PA36-PA37-PA38-PA39-PA40-PA41-PA42-PA43-PA44-PA45-PA46-PA47-PA48-PA49-PA61-PA62-PA63-PA64-PA65-PA66-PA67-PA68-PA69-PA70-PA71-PA72-PA73-PA74-PA75-PA76-PA77-PA78-PH15-PH16-PH17-PH18-PH19-PH20-PH21-PH22-PH23-PH24-PH25-PH26-PH27-PH28-PH29-PH30-PH31-PH32-PH33-PH34-PH35-PH36-PH37-PH38-PH39-PH40-PH41-PH42-PH43-PH44-PH45-PH46-PH47-PH48-PH49-PH50-PO30-PO31-PO32-PO33-PO34-PO35-PO36-PO37-PO38-PO39-PO40-PO41-TR21-TR22-TR23-TR24-TR25-ZE1-ZE2-ZE3-IM1-IM2-IM3-IM4-IM5-IM6-IM7-IM8-IM9

Wine Delivery Cut-off Time Period

Order before 12pm for 48 hours delivery, any orders after 12pm will count as being ordered the following day.  Orders placed over the weekend or on Bank Holidays will be processed for delivery on the next available working day.  The 48 hours delivery timeframe will then commence from this day.

Please note that if you order on a Thursday or Friday, we cannot offer Saturday delivery as Standard and therefore there is the likelihood that your wine will be delivered on the following Monday or Tuesday respectively.

Please note that no deliveries are made by our Courier on a scheduled Bank Holiday and the Wine Parcel will be delivered the next working day available after the respective Bank Holiday.

Please see further details on the Wine Delivery Page 

1.2 Availability – Wine is a product and which is subject to vintage changes. Whilst every effort will be made to supply the vintage displayed on the website and subsequently ordered by you, we reserve the right to supply an alternative vintage provided the quality is comparable and the cost is no greater to you.  Please note that labels, wine bottles and packaging may vary in appearance to the ones shown on the website as the photographs on our website are for illustrative purposes.

This clause does not apply to fine wine purchases.  Fine Wine products will have the information listed on the Product Page that you are purchasing the specific Vintage.

1.3 Customer satisfaction, Wine Guarantee & Returns – We provide a 7 day 100% satisfaction period on all wines from the date of receipt by the customer and will either replace or accept a return during this 7 day period. Please contact our customer services department within 7 days of receipt of your wine at service@urbangrapes.co.uk

In the event of any refund, the processing of any agreed refund will take approximately 5 working days from the date of agreeing the refund to the date the refund amount will appear in the account that you made the initial transaction from.

In the event that we have met our responsibilities as set out in these Terms and Conditions, in particular, our fulfilment of the order subject to Clauses 1.1 and 1.2, and thereby deemed in our reasonable opinion that we are not at fault, then in the event that any Wines are to be Collected from the Customer, we reserve the right to pass the Collection charges on to the customer.  The charge is £14.98 which includes the Collection pick-up cost by the Courier and the cost of the Courier return delivery charged.

Should you not be happy with our service, please contact our customer services team and we aim to deal with all enquiries fairly, confidentially and quickly. We will acknowledge your contact within 24 hours. 

We try to resolve most issues immediately, but where this is not possible, we will keep you informed about progress until a satisfactory resolution has been achieved.

2 Prices and payment 

2.1 All prices are quoted in pounds sterling, and may be per bottle or per case, as marked. The prices include Duty Paid and Value Added Tax at the prevailing rate. All delivery charges are additional.
2.2 We accept payment by Switch, Delta, Electron, Visa, MasterCard, American Express and Apple Pay.
2.3 Description and price of the goods.  We make every effort to ensure that prices and descriptions of goods shown on our website are accurate at the time you place your order. The price of the goods will be as shown on the checkout page of our website when you placed your order.  We will charge you this amount.  You must also pay a delivery charge for the goods as indicated on our website at the checkout page.  In the unlikely event that the price shown on the checkout page is wrong, and we discover this before accepting your order, we are not required to sell the goods to you at the price shown. We always try and ensure that the prices of goods shown on our website are accurate, but occasionally genuine errors may occur. If we discover an error in the price of the goods that you have ordered we will let you know as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it.

We reserve the right to alter prices and promotions at any time without notice.

2.4 Wine Vault Loyalty Points

Every time you shop online as a registered user you will receive Wine Vault Loyalty Points.  For every £1 spent, you will receive 1 Wine Vault Loyalty Point which can be redeemed against future orders.  The Wine Vault Loyalty Points scheme is based upon a customer ordering at least once in a rolling 90 day period.  In the event that no orders are placed in a 90 day period then the Wine Vault Loyalty Points reset. We reserve the right to alter Wine Vault Loyalty Points or remove the scheme.  In the event that the overall Loyalty programme is closed outright, we reserve the right that any Wine Vault Loyalty Points accrued can be withdrawn at the absolute discretion of Urban Grapes.

3 Age Restriction

3.1 We won’t sell wine to anyone who isn’t 18 years old or over. By placing an order you confirm that you are at least 18 years old.
3.2 If you are buying a case of wine as a gift – the recipient must also be over 18 years old.
3.3 If our couriers are in any doubt about the age of the recipient on delivery, they will request some form of ID. If the person receiving the wine is unable to produce appropriate ID, unfortunately our couriers will be unable to leave the wine.
3.4 Once the wine has been delivered, according to your original delivery instructions, it becomes the recipient’s responsibility.

 4 Web Site and Payment Gateway Security

4.1 We use a secure payment server with state-of-the-art encryption and secure socket layer (SSL) technology for the transfer of credit card information. Additionally, we have security measures in place to protect our customer database and access to this database is restricted internally.
4.2 It is your responsibility to protect your password from being disclosed to any third party.

 5 Returns

5.1 If some or all of the bottles of wine in a case are broken or spoiled when they are delivered you should notify us as soon as possible.

5.1.1 In the event that any of the products in your order are incorrect or missing or please let us know within 7 days of receipt.

5.2 You must notify us of all wines, which are due to be returned for any of the reasons stated in this clause within 7 days from delivery of the wine. You can call us on 0800 999 1730 or notify us by email on service@urbangrapes.co.uk

5.3 Nothing in these Terms and Conditions will reduce your statutory rights relating to faulty or misdescribed goods. Further information about your rights is available from your Local Authority Trading Standards Department or Citizen’s Advice Bureau.

 6 Urban Grapes Wine Club Additional Terms and Conditions

6.1       Please be aware the Urban Grapes Wine Club is a subscription service. Once subscribed we will take a direct debit payment each month on the date that you started your Wine Club Subscription Service. Remember, you can Pause, Change, Cancel, Re-start at any time.  On cancellation of the Wine Club subscription we will not take any further payments and you will lose the Wine Club Member Benefits in place.

6.2       The Wine Club Cases are a selection chosen by our team and will change each month. The wines in each case are set and cannot be changed.

6.3       Wine Club members will also receive an exclusive member discount of 5% on all other wines selected purchased.

6.4       Wine Club members will also be eligible for FREE Delivery when spending £40 or more on other wines and also receive exclusive promotional offers from time to time.

6.5       There are no fees to join or applicable on cancellation.

6.6       Your subscription will continue until you tell us otherwise and your Wine Club membership can be managed in your account Wine Club Subscriptions

7 Intellectual Property Rights 

7.1 You agree and acknowledge that we own or are licensed to use all copyright, database rights, trade-marks and other intellectual property rights in and to all parts of this web site, and to the business of Urban Grapes, the structure, design and layout of the web site, the styles of the wines.
7.2 You are entitled to use our web site in accordance with these Terms and Conditions only. You must obtain our prior written consent before you use our web site or any part of it in any other manner.
7.3 All persons, individual and corporate, are prohibited from providing hypertext or other links to the Urban Grapes web site, other than to our home page, from their own web site or from a third party’s web site, without our prior written consent.

8 Warranties 

8.1 We warrant that the wines will be of satisfactory quality and fit for their general purpose.

9 Limitation of liability

9.1 Nothing in these Terms and Conditions shall exclude our liability for personal injury or death caused by its negligence.
9.2 We will not be liable for any loss or damage caused by us or our employees or agents in circumstances where:
i. loss or damage was not foreseeable to both parties when the contract was formed;
ii. loss or damage was not caused by any breach on the part of the supplier;
iii. loss or damage relates to business and/or non- consumers.
9.3 Subject to 10.1 we will not be liable for loss or damage caused by the customer handling the wine. In particular we will not be liable for spillages or breakages.
9.4 Customers should also be aware of the following inherent risks and warnings:
i. Alcohol should be consumed in moderation.
ii. A case of wine is heavy so extra care should be taken when lifting it. If you are concerned about the weight, we advise that you transfer the bottles 1 or 2 at a time.
iii. Red wine in particular may cause staining if spilt so extra care should be taken
iv. Sparkling wines and champagnes can be volatile due to the build-up of gasses extra care should be taken when opening these.

10 Data Protection 

10.1 By providing your details to Urban Grapes on our web site, you consent to www.urbangrapes.co.uk maintaining, recording, holding and using the information you give us at the time of ordering to process your orders, to improve our service to you and inform you of promotions. All data is collected lawfully and maintained in accordance with the Data Protection Act 1998.
10.2 Privacy Promise. We take your privacy very seriously and will not pass your details to any third party without your permission, other than where we have to do so to get your wine to you, e.g. our delivery company. From time to time, http://www.urbangrapes.co.uk may send information about discounts, free stuff and personalised offers on wine and champagne, including many exclusive deals, unless you have told us not to do so by ticking the ‘opt out’ box on our registration page or on the communications preferences section of Account Details.
10.3 If you opt-out from hearing from http://www.urbangrapes.co.uk or third parties, you will only be contacted by http://www.urbangrapes.co.uk  if our terms and conditions change.
10.4 If you have any questions regarding our privacy policy, please email us at privacy@urbangrapes.co.uk

11 General 

11.1 We shall not be liable for any delay in delivering your wine if that delay or failure is caused by circumstances beyond our control such as, war, riot, civil commotion, malicious damage, compliance with any law or governmental order, rule, regulation or direction, , fire, flood, storm or Act of God, failure of ISP or telecommunications provider in connection with the performance of this Agreement.
11.2 http://www.urbangrapes.co.uk/ or Fairfield & Shore Ltd may change or add to these terms and conditions for security, legal or regulatory reasons. We will not use this right to vary the terms of any special offer that applies to you.
11.3 No contract exists between you and us until we notify you that we have accepted your order and delivered the goods.  We are not obliged to accept your order.

11.4 Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.

http://www.urbangrapes.co.uk/ is a website owned and operated by Fairfield & Shore Ltd and the term ‘Urban Grapes’ or ‘us’ or ‘we’ refers to the owner of the website Fairfield & Shore Ltd whose registered office is West Walk Building, 110 Regent Road, Leicester LE1 7RT.  Our company registration number is 8994227.

The business has a Premises Licence DCCC/PLA0830 for the sale of alcohol Off the Premises.