Frequently Asked Questions
Welcome to the website for Jascots Wine Merchants, one of London's leading wine merchants. This section of the site offers you help on:
- Searching for Wines
- Placing Your Order
- Delivery Charges
- Returns and Cancellation
- Stock Availability
- En Primeur
- Food Matching
- Drinking Dates
1) How to find a wine
We have provided different criteria to help you search for your wine. If you are searching for a particular wine, you can enter its name into the Search field on the left-hand side of the site, e.g. type "Angus" to find wines from Angus The Bull. You can also click on the Advanced Search Option to search by wine type (colour), price, style, Country Region, Grape Variety, Alcohol, Vintage and Food Match. You can also use the Wine Finder in the top left-hand corner. If you have any problems finding your wine, please call our customer service team on: 020 8965 2000.
2) To know more about a wine
If you want more information about a wine, please click on the name of the wine. You will be presented with details about the Grower and our wine-experts' tasting notes.
3) My search is completed - how do I order?
Step 1 - finalising your selection
When you add an item to your basket, you will be able to see the Basket button in the top right-hand corner of the page.
Clicking on the 'Checkout Now' link in the Basket at the top right hand corner of your screen will take you to the Checkout, where you can review your order and select the delivery option that you require.
At this point you may remove one of the items selected, by clicking on the 'x' icon, or increase or decrease the quantity to be ordered as required.
You should also enter your delivery country / region and the delivery postcode during this stage so that you can see the available delivery options and prices. You should then select the required delivery option on the right-hand side. If you select Named Day Delivery, you will be able to enter the required delivery day on the next page.
Step 2 - the order form and how to register address details
At the next stage you will be asked to create a 'user account'. The benefits of this system are that you will only be required to type in your address details once, however many orders you place, you can access these details on future visits to the site, as well as information concerning the status of all your orders, and your subscriptions to our e-mail newsletters.
To create this account, all we ask you to do is to fill out the form, entering your email address and choosing a password.
Please note that we do not keep records of any of your credit card or bank details, so your login and password will not provide you with access to these.
You will also be asked to enter a delivery address if you would like your order to be delivered to an address other than your billing address.
Once you have entered this initial account information--please make sure to tick the 'I am over 18' field--the next step is to provide any special delivery instructions, and if you have requested a named day delivery you should enter the required delivery day here.
At this stage you can inform us if you want us to send this wine as a gift, and type in a gift message, which we will send to the recipient with the order.
Step 3 - Payment details
All payment details are securely processed by Sage Pay on our behalf. Once you have completed your account and delivery details, you will be redirected through a secure connection to Sage Pay to enter your card details. You will be able to confirm the amount before submitting your payment details.
Once this is complete you will be given an order confirmation summary. We will then contact you to confirm the order within 1 working day.
4) The order is placed - how long does delivery take?
During the Checkout you will be given a list of Delivery Options depending on the delivery address.
Where you have selected Delivery Within 5 Working Days, we will aim to deliver to you within 5 working days of the day following the day on which you placed the order.
Where you have selected Next Day Delivery, providing you have placed your order before 4pm Monday to Friday for delivery to London or before 3pm for outside London, we will aim to deliver the wines to you on the next working day.
Where you have selected Named Day Delivery, we will aim to deliver on the day specified.
Where you have selected Saturday Delivery, providing you have placed your order before 3pm on the previous Friday we will aim to deliver the wine on the following Saturday.
If we are unable to fulfil your delivery request for any reason we will notify you and arrange a different delivery day.
5) Can I cancel my order or return an item?
Jascots is committed to outstanding customer service and satisfaction. Should you be unhappy with the level of service or the quality of the wines you have bought, Jascots will offer you a no quibble 30 day return policy. If you wish to return any wines please write to the Managing Director at the address below. Jascots will arrange a convenient time to collect the wines from you. Jascots will refund you within 30 days of receipt of the wines into our warehouse. All wines must be returned in the same condition as they were delivered.
In addition to the Jascots Guarantee, you have the right to cancel your order within 7 days of receipt for any reason. Jascots will refund your order within 30 days of receipt of the returned wines into our warehouse. Jascots may deduct the cost of the collection from any refund due. All wines must be returned in the same condition as they were delivered.
If you wish to cancel your order please write to the Managing Director, Jascots Winemerchants Ltd, The Observatory, Pinnacle House, 260 Old Oak Common Lane, London NW10 6DX.
6) What happens if you run out of stock?
We carry finite stocks of all wines. If an order is placed for a certain volume of wine , of which we have insufficient stock, we reserve the right to replace the wine with another wine of equal value and quality or higher.
7) What is En Primeur?
En Primeur, or "Wine Futures" is the purchase of wines before they are bottled and shipped to the UK. En Primeur wines, which can only be purchased Under Bond, offer you the first opportunity to purchase a given wine.
One possible advantage of purchasing wines en primeur is that the wines may be considerably cheaper during the en primeur period than they will be once bottled. This of course is not guaranteed and some wines may lose value over time. In addition, many of the wines we offer En Primeur are made in exceptionally small quantities and will sell out totally while offered En Primeur. Customers who follow a particular wine might find buying En Primeur is the only way to secure stock year in year out. It can also allow you the opportunity to buy wine in a range of larger formats than the normal 75cl bottle, perfect for parties and special occasions.
En Primeur wines by their very nature are still in barrel. They are similar to buying a future and therefore it is not possible to pay British tax on something which has not yet been delivered to the UK. Once they are delivered to the UK, a client can have the stock removed from bond and the prevailing rate of duty and VAT will be charged at that stage. Jascots also offers private client storage both Duty Paid and In Bond. Please contact us for details.
8) Do you offer a food matching service?
Jascots has a specialist team of food matching experts who are on hand to advise you of the best food and wine matching combinations for any event. In addition to this we offer food matching selections for all of our wines and have a monthy recipe column written by Chef and Food Consultant Deborah Wallen. For more details please see the Food Matching section of Our Services.
9) What are drinking dates?
Many wines will improve with age. Where we have indicated that a wine should be kept we believe that it will improve with further ageing. Depending on the age-worthiness of the particular wine the drinking window may then be a year or so on from that, or in extreme cases decades. Classed growth Bordeaux, vintage port and late harvest German Rieslings are some of the most long-living wines.