Frequently Asked Questions
Here are some of the most common questions we get about the shop, online orders, delivery options and online accounts. There's also a few musings that might help if you're new to natural wine. If the answer you're looking for isn't here, please don't hesitate to get in touch.
'Local' deliveries are classified as any address within 3 miles of our Broadway Market shop. Please choose Local Delivery at checkout.
You can read more about our delivery options, including postcodes that fall within the local area on our Delivery Info page.
In-person collection of orders is available everyday 12-8pm.
We always aim to have your order packed and ready within the hour. If you would prefer to indicate a time for collection please do so at checkout. We are currently operating a one-in/one-out policy so please bear with us if there is a queue on arrival.
We’re a small team here at the shop and we work hard to fulfil every order as quickly as possible. During busy periods, such as weekends and public holidays, sometimes things can take a little longer.
For click and collect orders nothing changes, but for deliveries further afield we may from time to time ask for your patience if we're experiencing a particularly busy day at the shop. If it’s deeply urgent please feel free to call the shop and we’ll try to find a solution.
We will hold orders in store for a maximum of 6 months. Failure to collect your order during the allocated timeframe will result in your purchase being returned to our stock and the transaction forfeited. In such a scenario, we make every effort to contact the buyer to discuss and/or issue a refund beforehand.
If you think there is a fault with your product please be sure to bring it back in its original packaging within 7 days of purchasing with a receipt. Beyond 7 days a refund or exchange will no longer be available.
If the wine is unopened and has been purchased within 3 days, we are happy to offer an exchange for the same value.
Why 3 days? Storage of wine is important — too hot or too cold can severely impact its quality. Limiting the grace period for exchanges to 3 days means we mitigate the risk of a wine being damaged whilst not in our care.
The nature of wine is such that it can have faults. We aim to highlight a few of those in our wine Glossary Page.
If you think your wine is faulty please bring it back in its original packaging within 7 days of opening. If the wine is truly faulty after we’ve been able to assess and taste it at the shop then of course we’ll be happy to offer an exchange for the same value or a full refund. If the wine is assessed and we believe it has no fault, it is up to the discretion of the person working as to whether to issue a refund or an exchange. In each case we will always try to find a solution that satisfies both customer and shop.
Online Orders & Accounts
We hate breakages, so no stock is sent in its original packaging.
All orders sent via our postal courier are shipped in double-walled cardboard boxes, with strong moulded pulp inners designed specifically to protect during transport. All of our packaging materials can be recycled, including boxes, pulp inners, biodegradable bubble wrap and paper tape.
Local deliveries placed before 4pm and within a 3 mile radius of our store on Broadway Market will be packed and sent the same day. Please see our Delivery Info section for more details.
Our cut-off for next day delivery nationwide is 1pm Monday to Friday. We always endeavour to fulfil that promise but cannot offer a guarantee due to the nature of using our third-party company Parcel Force / DPD. Orders placed Saturday and Sunday will be packed and sent the following Monday. Delivery to Northern Ireland and Scottish Highlands is approximately two days.
All orders are subject to stock availability. If an item is out of stock we will contact you to discuss suitable alternatives.
Once your items have shipped we will send a tracking or consignment number via email or text message.
As long as we have received any changes before the item is shipped (ideally before our cut-off of 1pm on weekdays) we can make amendments to the shipping info. Once the item has shipped we have no way of recalling or changing the shipping destination.
If you need to do this, contact us as soon as possible.
In rare cases we may have to cancel your order if the product you requested is out of stock. If this happens, we will always contact you beforehand to find a suitable alternative.
It’s possible to check out as a guest but we encourage customers to create an account! It helps us identify wines you’ve bought in the past, allowing us to suggest similar producers you may like, and generally makes for a better customer experience.
We Are Noble Ltd. follows any and all of the governments guidelines with regard to Covid-19 and risk assessment.
Our staff are trained, kept up to date as new information comes to light and informed on the importance of hand washing, regular store cleanliness, and mask wearing. We have put all the necessary measures in place to protect our customers and staff at all times and will continue to do so throughout the pandemic.
Our in-store risk assessment and measure may be more rigorous than others but we believe that the more we do now the quicker this will find a natural end.
1. A maximum of 4 people in the store at any one time.
2. Masks are required to enter the shop.
3. We provide hand sanitiser to be used on entry.
4. When inside, customers and staff should maintain a respectful distance.
5. Our front door is kept open to provide good airflow.
We Are Noble Ltd. follows any and all of the governments guidelines with regard to Covid-19 and risk assessment. Like Noble, staff at our sibling venues are trained, kept up to date as new information comes to light and informed on the importance of hand washing, regular store cleanliness, and mask wearing.
We have put all the necessary measures in place to protect our customers and staff at all times and will continue to do so throughout the pandemic.
Risk assessments for specific venues available on request, or you can visit their respective websites for further information.
Online orders are packed and products treated carefully, with a high degree of cleanliness.
In the interest of safety during the pandemic — for you and our delivery team — we will deliver your package to your doorstep and remain 2 meters away at all times. We will simply ask for confirmation of the name of the person who placed the order in order to complete the delivery. All of our team members are briefed on the importance of wearing a mask at all times.