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with anything you're unsure of

Frequently asked questions

Still can't find the right information you are looking for from the list of questions below?

Please don't hesitate to contact us and we will do our best to answer your question.

What is a corked wine?

The most common fault in wines is that the cork has been infected. This can cause the wine to smell mouldy, and taste anywhere from dull and lifeless to disgusting and undrinkable. It is caused by 2,4,6 trichloranisol (TCA), a compound released by moulds that can infest the bark from which corks are made.

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I have a corked bottle of wine.

Please contact a member of the customer sevices team. 

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I haven't received all of my delivery.

Contact your sales support immediately and notify them what items you are short. You will need to supply them with the following information: Account number; product description; quantity; date.

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I have been delivered a product in error.

If you have received an item in error then please contact your sales support immediately with the following information:  Account number; product description; quantity; order number (this can be located on the right hand side of your delivery note).

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Do I have to sign for my delivery?

Yes. All deliveries are to be checked and signed for by a member of staff. Any discrepancy needs to be marked on the delivery note. If the POD is not marked or signed for unchecked then we are unable to issue you with a credit.

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What are your delivery options?

Bibendum outsources its deliveries to a third party supplier. The following delivery window options are available. Please speak to your sales support if you need to discuss these further, or would like to add permanently to your account. National postcodes: 3 hour window between 7am and 5pm; Home Counties: AM (8am - 12pm) or PM (12pm - 5pm) only can be specified; London: 3 hour window between 8am - 5pm.

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What is your returns policy?

Returns are only permitted if either a) the products were delivered to you incorrectly (these should be reported to us within 5 working days of delivery) or b) advanced consent has been granted by your account manager. Authorised returns must be arranged in advance to allow sufficient time for collection documentation to be raised. Our carriers to do not have indemnity to transport stock without formal documentation. Returned wines must be the same vintage as currently stocked in our warehouse. Returned stock must be presented in full and transportable cases. Bottles must be returned in a saleable condition with seals and neck capsules intact (just as you would like to receive them). Bottle labels must not be stained or damaged. Charges may apply, please contact your sales support/ account manager if you wish to discuss this further.

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I would like to cancel my order, is this possible?

Yes, but depending on the status or your order. Please contact your sales support or a member of the customer services team if you wish to proceed.

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I think I may have been over charged.

If you think you have been over charged please contact your sales support who will investigate and where necessary a credit will be issued. Please make sure you have the following information available: Invoice number; product description.

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I have not received a credit for returned items.

Our transport company will notify us of anything returned from a delivery providing the information has been marked on the delivery note. If you have marked the delivery note then please contact your sales support with the following information and they will investigate for you: Account number; product description; quantity; order number (this can be located on the right hand side of your delivery note).

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I missed my delivery

If you are not in for your delivery our delivery company will leave a card. Please contact Bibendum customer service team on 0845 263 6926 to rearrange a more suitable delivery time. Please make sure you have the following information available: Account number, order date, new delivery day and time. Please be aware there may be additional charges incurred.

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Can I split cases of wine?

We only allow split cases of dessert wine and wines over £10 a bottle. Please contact your account manager if you require further information.

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Where do you store the wine?

We store our wine with Tradeteam who take care of all our deliveries. The address is Excel Europe Limited, DHL Supply Chain, Gillette Way, Reading, Berkshire, RG2 0BS.

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Can I arrange a collection from the warehouse?

Yes. Collection is available for next day delivery from our Reading warehouse. Please contact your sales support for further information.

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Can I get a copy of a delivery note or invoice?

Yes. Please contact your sales support and please note that this may take up to five working days.

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Where is my delivery?

Our delivery service, Tradeteam, will call 30 minutes before they deliver the wine to you. If this falls outside of our required delivery window please call your sales support.

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Does our minimum order only include wine?

No, your full order counts towards your minimum order whether it is wine, champagne, spirits or beer.

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Can we order single bottles of spirits?

Availability of single bottles will be agreed with your account manager. Spirits are generally available by the bottle but there may be a surcharge.

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Can you help put together a wine list?

The key to a successful wine list is having enough 'banker' wines which the customer will recognise, combined with unusual and unique wines to stop it becoming stale and boring and the odd 'fine wine' at the top of the order for customers who feel like pushing the boat out. Every list should include the likes of Chablis, Sancerre, New Zealand Sauvignon, New World Chardonnay, Rioja or Spanish alternative, Pinot Grigio etc. Luckily for you, Bibendum has brilliant examples of all of these plus some amazinly individual wines from all over the world. Oh, and fine wines too! Please contact us for more information.

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How can I learn more about the wines I'm selling?

Good staff training is a key element in boosting sales, making staff more confident and generally improving your offering. Bibendum offers a range of staff training opportunities, including WSET certificates. Talk to Sarah Henson, our Training Manager, about wine tasting.

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What do 'Duty Paid' and 'VAT' mean?

Duty is the charge incurred for shipping the wine into the country which is currently £21.71 per 12 bottles of still wine. In addition, VAT (Value Added Tax) is incurred at 20% which is for the consumption of the wine.

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What is organic wine?

Organic wines are made from grapes which are cultivated without recourse to synthetic fungicides, herbicides or fertilizers. Some biodegradable sprays are used from time to time and there are biological controls such as the planned release of ladybirds which eat vine aphids. Mildew problems can be tackled with salts such as copper sulphate and elemental (not man made) sulphur. In a nut shell; many believe that organically-grown grapes have a head start because they are not in a cycle of chemical dependency. This enables them to draw upon the optimum levels of minerals from the soil and produce better quality wine. Hooray!

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What is biodynamic wine?

Well...biodynamics goes one step further than organics by looking at the vineyard within the context of the larger environment. Lunar cycles, earth rhythms and astrology are employed to ensure that activities in the vineyard are correctly timed. Homeopathic sprays and herbal preparations are used along with estate-made composts to increase soil fertility and strengthen and protect the vines from pests and disease. In short, by employing biodynamic principles the grower is aiming to harmonise the rhythm of the vine with its capacity to bear fruit. Increasingly, internationally-renowned estates are using this approach to make better wine with great success.

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What are sulphites?

Sulphites are particles of Sulphur Dioxide which have always been used as an additive in the winemaking process for its anti-bacterial and anti-oxidant properties. A percentage of the population experiences sensitivity to sulphites, particularly asthmatics and people with severe allergies. Therefore a low-sulphite wine means that they can still enjoy the pleasures of wine without concerning themselves with the physical drawbacks. But a wine made without the preservative of added sulphites, is chemically more fragile and more subject to spoilage. Sulphites are also naturally occurring; therefore a 'sulphite-free' wine can't exist. For this reason, even a wine made organically is only a low-sulphite wine and not sulphite-free. Today's organic vintners have a wide array of technologies available to them, allowing them to restrict the amount of sulphur dioxide in wines to a negligible amount, while still preventing oxidation, controlling bacterial growth, and stabilising the wine.

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