FAQs and Help

Shopping with Virgin Wines is easy!

You don’t have to be a member of any clubs or plans to order with us, but you will need an account.

If you’re looking for something quick and convenient or you want to save some money on some of our bestselling, select All Wine Cases. This can be found under ‘Wines’ then ‘Wine Cases’ in the top menu.

If you have specific preferences and want to mix your own selection then you can browse the All Wines page (found under ‘Wines’ in the top menu).

From there, you can use the ‘Find your perfect wine’ feature (towards the left of the page) to find recommendations tailored to your preferences. Alternatively, use the filters to narrow down the selection.

Please note that for ‘mix your own’ orders, there are restrictions relating to order quantities. Please see below for more information.

We also offer a range of spirits and gifts. These can be found in the top menu, and you can filter them as you wish when browsing.

When ordering a gift, you will be able to add a gift message at the checkout. Please note that these messages will be under the label on the box, so make sure your recipient knows to peel to reveal!

While you don’t have to be a member of any clubs or plans to order with us, we do offer them. There’s more information on these below or click here (or scroll down on our homepage) to find out more.

All prices are quoted in pounds sterling and include value-added tax (VAT) unless stated otherwise. Any delivery charges are additional – more information below.

If you have received an email with the opportunity to place a pre-order, congrats! Not everyone gets these, and it means you’ll be one of the first to try something new.

Your email should detail all you need to know about reserving a new release. Usually, we ask for £1 per bottle and the remaining payment will depend on the size of the case you have selected.

We will take your deposit when you make the reservation, and the remaining payment will be taken once the order has been dispatched.

Please be aware that if your payment fails and we are unable to get in touch with you, we reserve the right to keep your deposit.

If you have any questions, want to find out more or you’ve changed your mind, please get in touch and we will be more than happy to help. We try to be as flexible as possible, so please don’t hesitate to ask.

If you are choosing your own individual wines, you will need to order at least 12. Our ‘mix your own’ can hold 12, 13, 14, 15 and 16 bottles, so larger orders will need to be in multiples of these.

Set wine cases are available in a range of sizes from 6-16 (24 for mini bottles), but the majority will be 12-bottle cases.

If you're looking for smaller quantities, have a look at the gifts section for 1-3-bottle boxes and more mini bottle selections.

When purchasing spirits, you can order any quantity.

You can order wines and spirits all in one go, provided each product type fulfils the order quantities listed above.

If you have any particular quantity requirements for an event or otherwise, please contact us directly on 0343 224 1001, email help@virginwines.co.uk or use our live chat function and we'll do what we can to assist.

These will act as introductory offers to join either our Discovery Wine Club or WineBank.

You will find all the information you need, including the URL and code you need to redeem your voucher, on the voucher itself.

Please note that these will likely be limited to one per household but check the terms and conditions for details.

These cards will have a 19-digit number on the reverse and will need to be redeemed with us directly, so please get in touch over the phone on 0343 224 1001, through email at help@virginwines.co.uk or by using our live chat function.

They can have any amount saved on them, but we will need to know much to take off the card and add to your account.

You may have received a different type of voucher, either from our team over email or as a gift from someone else, or perhaps you have used your Virgin Atlantic Flying Club points to purchase a voucher.

Whatever the situation, your voucher will have all the info you need for redemption. Usually, you’ll be given a URL or a link (with email vouchers, most of the time they have already been automatically added to your account) and a code to input.

Introductory vouchers are limited to one per household and so you won’t be able to use multiple in one go. You can, however, stack any other vouchers together and use them against an introductory voucher if you have one.

Some vouchers will invalidate Virgin Red points, meaning you won’t be able to earn them when using it. If you're unsure about your voucher, please get in touch with us directly.

Unless you’re using an introductory voucher, you won’t be able to use vouchers on any wine cases that contain food, unless stated otherwise. For example, some Christmas cases that may include festive treats or our limited-edition collaborations with food brands.

Once a voucher is on your account, it will be used towards your next order before any other payment method. You can’t remove vouchers from your account yourself, but we can do it for you if you get in touch.

For orders over £150, standard delivery is free and nominated-day delivery is £2.

For wine orders under £150, the standard delivery charge is £7.99 or £9.99 for nominated-day delivery.

If your order contains a spirit (with the exception being our set cases that include spirits) then the standard delivery charge is £4.99 or £6.99 for nominated-day delivery.

For gift orders, the standard delivery charge is £4.99 or £6.99 for nominated-day delivery.

Once you reach the checkout, you have the option to place an order for deliveries to multiple addresses, but please be aware that you will be charged a delivery fee for each address/delivery.

For free delivery on all wine orders, why not sign up to our WineBank service?

We deliver to anywhere in the UK and the Isle of Man and do not deliver to Guernsey or Jersey.

Almost all of our cases get delivered the next working day, provided the order was placed before 16:00. Orders placed after 4pm on Friday and over the weekend will be delivered the following Tuesday.

Working days do not include weekends or bank holidays.

Please allow 72 hours for delivery to:

• Scotland and Scottish Isles: AB30-31, 33-38, 41-45, 51-56, 63; DD8-10; FK1, 3, 8, 17-21, HS1-9; IV21; IV1-11, 10-28, 30-32, 36, 40-56, 63; KA27-28; KW1-3, 5-17; PA20-49, 49-88; PH10-11, 13-26, 30-44, 49, 50; PA44; PH41-44, TR21-25; ZE1-3
• Isle of Man: All postcodes IM1-9
• Northern Ireland: All BT postcodes

Weekend delivery not available:

• Scotland: AB30-39, 41-45, 51-56; DD; FK16-21; G63; HS1-9; IV; KA18-19, 6-29; KW1-17; KY9-10, 13-16; ML11-12; PA20-50, 60-78, 80-88; PH; TD15; ZE1-3
• Isle of Man: All postcodes IM1-9
• Northern Ireland: All BT postcodes

Please be aware that, for security and anti-fraud purposes, we do not deliver to P.O. boxes or third-party forwarding addresses.

After placing your order, you should receive updates via SMS and/or an email from the courier (either DHL or Yodel) which will include a link to track your order.

You can also track your order by clicking on the person icon at the top-right of the screen to access your account. Under ‘My Account’, select ‘Order history’ and from there you will be able to track your order.

If you have any problems, please feel free to contact us directly.

We’re sorry that your order is taking its time. Sometimes deliveries can take a bit longer for reasons that are out of our control, but please accept our apologies regardless.

If your order is delayed for more than a day outside of the expected delivery period (normally three working days), please get in touch with us as soon as possible and we will do everything we can to identify the problem and resolve it.

You can get in touch via our live chat, give us a call on 0343 224 1001 or email help@virginwines.co.uk and a member of our team will be more than happy to help.

Please contact us via our live chat, telephone on 0343 224 1001 or email at help@virginwines.co.uk to arrange a return.

We will look to agree on a weekday during which our couriers will be able to collect the unwanted order. If you’re not at home, you can leave it somewhere safe and let us know.

Please make sure that your return is packaged, sealed and secure and our courier will bring the label.

Please don't worry if the courier doesn’t issue you a receipt or proof of collection; we will be tracking it the whole way! If you have any concerns, feel free to give us a shout.

Once your return is back in our warehouse and has been inspected, we will issue your refund. Please allow three to five working days for your bank to process the payment.

If you receive an order that is damaged, we will endeavour to collect the damaged order and, once it is back with us, either replace it free of charge or issue you with a full refund. Please inspect your order upon delivery and tell us as soon as you notice the damage.

If any of your bottles are corked or tainted in any way, please let us know within one year of delivery so that we can resolve the issue. Depending on how many bottles are affected, we can do this by issuing store credit, refunding you or sending a replacement.

If you have disliked any of the wines in your order, please let us know within 120 days of delivery.

If you have ordered a full case of a wine that you have not liked, provided you have only drunk one bottle and not tried the wine before, then we will collect the remaining bottles and issue you a full refund once they are back with us.

If it is individual bottles that you have not liked, please give us as much information as possible about which bottles you didn’t enjoy and we will issue your account with store credit equal to the amount that you paid for the bottles, provided it is the first time that you have tried them.

Please be sure to check our terms and conditions for full details.

Very occasionally we will have to replace a wine if, for instance, we don’t have the stock to fulfil your order.

In these rare situations we will ask our buyers to find a similar wine that we think you will like. The replacement wine will always be of greater or equal value to the bottle you bought.

We promise that we will never replace more than three bottles without asking, and if you ever disagree with our choice of replacements, please do not hesitate to get in touch as soon as possible.

Members of our Discovery Wine Club will be billed four times a year plus one more at Christmas, each time being sent a selection of 12 of our latest and greatest, hand-selected by our award-winning buyers.

You will always be paying less than the full value of your Discovery Wine Club contents and each bottle is covered by our money-back guarantee as normal.

Instalments can be skipped at any time, so there’s no pressure to commit, and you will be given plenty of notice in order to do this. You will have to get in touch with us directly to do this, which you can do by telephone on 0343 224 1001, email at help@virginwines.co.uk or you can use our live chat function.

Under ‘My Account’ and then ‘Account overview’, you will be able to view all of your Discovery Wine Club membership information. From here you can upgrade to First Class, change your case preferences, manage your delivery and billing addresses, payments and more.

Please note that you will have to get in touch with us directly if you wish to downgrade from First Class or cancel altogether.

Find out more about the Discovery Wine Club and welcome offers here.

As a WineBank member, you will be billed on either the 1st, 7th, 14th or 21st of each month and the charge will be anywhere between £5 and £100 depending on what you choose. Please note that the default option is £25 a month.

When each payment is taken, we add an extra 20% worth of interest for you to spend on wines. So, £1 extra for every £5 paid monthly. You’ll also receive free delivery on all wine orders.

Your WineBank balance can be used on all wines and wine cases across our range, but not on spirits or gifts.

If you are also a member of the Discovery Wine Club, we will use your paid-in WineBank balance towards your instalments, but this does not use your interest.

Under ‘My Account’ and then ‘Account overview’, you will be able to view and manage your WineBank membership. From here, you can start a payment holiday (up to three months at a time, but this can be continuously refreshed/extended), change your payment date or amount and more.

Please note that if you wish to cancel your WineBank membership altogether, you will need to get in touch with us directly by phone on 0343 224 1001 email at help@virginwines.co.uk or by using our live chat function.

If you have a Wine Advisor then you already know that our experts are a one-stop shop for all your wine needs, from recommendations and extra special offers to account management and payment help.

The service is completely free of charge and a great way to add a personal touch to your experience with us – think of it like a free personal shopper!

Find out more about the service here.

We accept payment via Visa, MasterCard and PayPal.

While we don’t offer delivery outside of the UK and Isle of Man, we do accept non-UK cards, so feel free to send a gift to someone here from across the pond.

Please note that if a default payment method fails, we reserve the right to attempt payment from any other card registered on your account.

From any page while logged in, click the person icon in the top-right of the screen.

Under ‘My Account’, select ‘Payment details’.

From here, you will be able to ‘Add a new payment method’.

If you only have one payment method, it will automatically be selected as default. Feel free to change it by adding a new one and selecting the default button on the right-hand side of your new payment method.

You can’t delete payment methods online, but you can if you get in touch with us over the phone on 0343 224 1001, through email at help@virginwines.co.uk or by using our live chat function.

From any page while logged in, click the person icon in the top-right of the screen.

Select ‘My Account’ then ‘Address details’.

You will then be able to select ‘Add new address’. Enter your address along with any delivery instructions needed and select ‘Save’.

You can then select ‘Default delivery address’ (as well as ‘Default billing address’ if needed) on the right-hand side of whichever address you choose.

For pre-orders which have already been placed, please get in touch with us and we can help you directly.

Please be careful when checking out to make sure you check that both delivery address and billing address are correct and please be aware that they may not be the same as each other.

Once you have logged in, click on the person icon in the top-right of the screen.

Under ‘My Account’ you will see ‘Contact methods’ – click this.

Use the buttons and filters available to select which (if any) communication methods you are happy for us to use with you.

If you choose not to receive any communications, we will still contact you when necessary for the functioning of your account, e.g. order confirmation and delivery notifications.

If you have forgotten your password then click on the ‘Forgotten password?’ option, which is underneath where you would enter your password to log in.

You will then be asked to enter your registered email address, after which we will send you an email with full instructions on how to reset your password.

If you know your password but wish to change it, make sure you’re logged in and click on the person icon at the top-right of the screen.

Then, under ‘My Account’, click on ‘Change password’.

In the fields provided, enter your old password and your new one. Enter your new password again in the ‘Confirm new password’ field.

Click ‘Confirm’ – all done!

Yes to both! When you are logged in and browsing, you will be able to add any bottle to either your ‘Favourites’ or your ‘Wishlist’.

They both work in the same way, but they are just separated so that you can keep track of what you’ve tried and enjoyed, and what you’re looking forward to sipping next.

If you are browsing, these options should both appear below the picture and description of each wine and above the price. If you have clicked on the wine (or spirit) and are looking at its page, these options should appear towards the bottom of the description panel, above the ‘Find out more’ section.

You can view these lists at any time when you are logged in. Just click on the person icon at the top-right of the screen and select either ‘Favourites’ or ‘Wishlist’ which should both be listed under ‘My Account’.

Yes, you can. And, if they buy from your referral, we’ll give you a tasty £25 to spend with us!

The process is straightforward so, for all the information you need, make sure you’re logged in and head to ‘My Account’ where you should find ‘Refer a friend’. Please note that you will have to have placed at least one order with us to be able to access this.

Set up your Virgin Wines account

First of all, you’ll need to create a Virgin Wines account if you don’t already have one. Simply create an account at www.virginwines.co.uk/login.

Set up your Virgin Red account

If you’re not already a member, go to the Virgin Red website or download the Virgin Red app to create an account. Follow the prompts to complete the registration process.

Pair the two

Log in to your Virgin Wines account and navigate to the 'Personal Details' section. Enter your Virgin Red or Virgin Atlantic Loyalty ID to pair the two accounts. This step is crucial for ensuring that your points are correctly tracked and credited.

Get shopping!

Points can be earned on all products including wines, spirits, and gifts available through Virgin Wines.

Two points per £1 spent

For every £1 you spend on wines, spirits and gifts available at Virgin Wines, you will earn two Virgin points, maximizing your rewards with every purchase.

Cash only

Points are awarded for cash only, excluding payments made through other means such as promotional credits or vouchers.

Excludes WineBank interest

Purchases made using WineBank interest or any promotional vouchers do not qualify for earning Virgin points. Only spending cash balances will earn you points.

Monetary gift vouchers rewarded on purchase, not redemption

If you purchase monetary gift vouchers, the points will be awarded at the time of purchase, not when the voucher is redeemed.

Approval process

After making an eligible purchase, your transaction will go through an approval process to ensure it meets all the criteria for earning points. This step verifies the legitimacy and completion of your purchase.

Points will take a minimum of 28 days to be credited

Once your purchase is approved, it will take a minimum of 28 days for the points to be reflected in your Virgin Red account. Please be patient as this process is completed.

Refunds/returns points process

If you return a purchase or request a refund, the points earned from that transaction will be deducted from your Virgin Red account.

Check your account setup

First, ensure that your Virgin Wines and Virgin Red accounts are correctly paired. Double-check the linking process and verify that all account details are correct.

Wait for purchases to be approved and passed to Virgin Red

Please allow a minimum 28 days for your points to be added to your account.

Contact customer service

If your points are still not showing up, contact our customer service team for assistance. They can help troubleshoot the issue and ensure your points are credited.

Have your order number ready

When contacting customer service, have your order number handy. This helps our team quickly locate your transaction and resolve any issues related to your points.