Frequently Asked Questions

Got a question? Get your answer

Curious about Franklin's Wine? Ask us anything about our brand or delivery, and get factual responses. If we can't help you via this page - please head over to our Contact Us page and submit your question there.

HOW CAN I PLACE AN ORDER WITH YOU?

To place an order, please visit our website www.franklinswine.com where you will find a wide selection of wines and spirits available for purchase, or you can contact our Customer Service team via phone or email. Alternatively, you can pop into one of our Shops

CAN YOU HELP ME SELECT A WINE(S) AND SPIRITS?

Our business is built on offering excellent advice. On our website you find a wide range of current Offers and Occasions, featuring curated selections of products based around popular events. Our website also has fantastic search and filtering features, allowing you to specify a tight range of products based around your likes. If you would like additional assistance while shopping online, you can contact our Customer Service team who will help you pick out the perfect products. Alternatively, you can contact or pop-in to one of our Stores in central London.

WHAT FINE WINE SERVICES DO YOU OFFER?

Fine Wine is central to everything we do at Franklin’s Wine and we pride ourselves on offering a wide and comprehensive range of services to guide you through every step of the Fine Wine buying process. Please contact a member of our Fine Wine Team.

WHAT DOES IT MEAN TO BUY WINE IN BOND?

Purchasing In Bond means that you don’t pay tax straight away. Most wine purchased Under Bond is sent to a professional storage provider where it is kept until the owner wishes to take home delivery, or sell their wine to a business such as Franklin's Wine. At the point of home delivery, the owner will be issued with an invoice for tax. Purchasing wine In Bond also simplifies shipping wine to another country with different rates of taxation. ll En Primeur purchases are made In Bond because of the potential for taxation to change between point of purchase and point of delivery. Wines marked as ‘Broking’ are shown In Bond and in most cases are not available for immediate delivery because the stock is not currently in our warehouse. A delivery date will be available to view in My Account page.

HOW DO I ACCESS MY ACCOUNT?

Accessing your account is very straight forward by clicking on the "My Account" icon at the top of this page.

HOW DO I UPDATE MY ACCOUNT?

You can update your account details via the My Account section of our website.

WHAT HAPPENS IF I HAVE FORGOTTEN MY PASSWORD?

If you’ve forgotten your password, please click on the “Forgotten your password?” link on the login page, which will allow you to reset it. Please note you will need access to the email account you used to register with us.

WHERE DO YOU DELIVER?

Although we are London’s local wine merchant, we pride ourselves on having a global reach. We offer a wide range of delivery services that stretch from wheeling a few bottles round the corner on our bikes, to arranging shipments across the world. Information on our standard delivery can be found on our Delivery page. Please get in touch with our Customer Services team to discuss any other shipping questions.

HOW LONG WILL MY ORDER TAKE TO ARRIVE?

Our Standard Delivery time is 2-5 days for deliveries on the UK Mainland. However, deliveries to the Highlands and Islands, as well as Northern Island, will take a little longer.

WHAT HAPPENS TO MY ORDER IF I'M NOT IN?

If you happen to be out when your delivery is due for delivery, the driver will leave your wines in a designated safe space, or will take your delivery back to the warehouse. We will then be in touch to rearrange a new delivery date at your convenience.

CAN I AMEND MY ORDER AFTER IT HAS BEEN PLACED?

If you need to change or cancel your order, please contact our Customer Services team.

WHAT HAPPENS IF MY ORDER ARRIVES DAMAGED OR MISSING AN ITEM?

We endeavour to ensure your delivery is in perfect condition. On the rare occasion that something arrives damaged or an item is missing, please contact our Customer Services team who will rectify any issues with your order.

WHAT IF MY WINE IS CORKED?

Although closure technology has come a long way, the threat of cork taint is an issue that haunts every bottle of wine sealed with this ancient closure. If you find that a bottle of wine purchased from Franklin's Wine is corked or faulty in some way, please contact us. We endeavour to ensure your delivery is in perfect condition. On the rare occasion that something arrives damaged or an item is missing, please contact our Customer Services team who will help sort out this issue for you.

CAN YOU STORE WINES FOR ME

Yes, with our professional storage solution, your wine will be kept in ideal conditions, allowing it to mature perfectly. Meticulous care and attention is paid to all aspects of storage. When your wine lands with us, it is thoroughly checked and assigned a unique number, before moving to its own location in the warehouse, where temperature and humidity are perfect, stable and monitored every 30 minutes. All stock is insured at current value. Condition reports, photography, and withdrawals of stock are available upon request at any point.Our Fine Wine Team are also on hand to advise on cellar management, including drinking dates and selling you stock should you wish.

WHAT HAPPENS WHEN I WITHDRAW MY WINE FROM STORAGE?

Unless your wines are being transferred to another bonded storage location, or shipped overseas, duty and VAT will be charged at the prevailing rate on the original cost of your wine.

WHAT EVENTS DO YOU OFFER?

We offer a wide range of monthly tastings and dinners both online and in person from our founding Kensington shop and locations throughout London, covering introduction to wine and producer specific tastings, through to First Growth dinners and spirits tastings. While there is a calendar of ready-made events prepared, we are pleased to create an event to your specifications, whether hosted at our Kensington premises or a location of your choosing. Please get in touch with the team to discuss any questions you may have.

DO YOU RUN PRIVATE EVENTS?

Yes, our Events team can put together a bespoke tasting package for you based on your specifications or suggest something similar to one of our many popular events. Please get in touch with the team to discuss what we can do for you.
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