FAQ – Chapel Down

I'm ordering a gift, why when I review my order before finalising checkout is my name on the shipping address instead of the gift receiver's?

Unfortunately, this is a quirk of our payment gateway, however if you click through to processing payment this will automatically be corrected on your order confirmation. If the information is wrong on your order confirmation, please email chapeldown@intervino.co.uk or ring 01580 763033 within 2 hour of placement to correct.

How long will my order take to reach me?

Our Standard Free delivery is 3-5 working days of your order being placed, this service only covers mainland UK. For more information on exclusions check out our Delivery & Returns.

Express delivery on all UK Mainland Orders under 21kg - £6.95 (1-2 working days)

Express delivery on all UK Mainland Orders over 21kg - £13.90 (1-2 working days)

All orders received before 2:00pm Monday - Thursday will be shipped the same day for next day delivery. Orders received after 2:00pm will be shipped the following day.

We do not currently offer weekend delivery. Any orders received for express delivery on Friday, Saturday or Sunday will be shipped on Monday for delivery on Tuesday. For more information on exclusions check out our Delivery & Returns.

I made a mistake on my order. Can I make an amendment?

Unfortunately, we are unable to amend an order however if you need to cancel for whatever reason and our product has not been dispatched yet, then please email sales@chapeldown.com to arrange this.

The product I am looking for is not online, does this mean it is out of stock?

Due to the nature of wines and their many vintages, there will be times when your favourite wine may no-longer be available, however the next Vintage is never far away! Check out our New In page, and sign up to the newsletter here to never miss out on the latest release

How can I track my order?

When you receive your order shipping confirmation email, there will be a Parcelforce tracking number. Simply follow this link https://www.parcelforce.com/track-trace, copy the tracking number in the box provided and you will be able to keep an eye on your order. In some instances, we may use Royal Mail, you will also receive a tracking number via our confirmation email.

How can I return my order?

We only accept returns if they have been damaged via our courier.

If your online order has been damaged, you can refuse the parcel on delivery. Please contact chapeldown@intervino.com to arrange a date for collection/exchange.

If you have accepted your delivery and on opening it notice the damage, please also contact chapeldown@intervino.com.

How long will it take for my refund?

As soon as the goods have been received back at our warehouse, we will issue the refund, this can take 7-10 working days.

Can I return something I bought online via your store?

Unfortunately, our online store and physical premise are two different warehouses, so please use the above details for returns of goods purchased on our online store.

Can I book a specific delivery slot?

There is currently no way to do this while placing your order but if you have any specific delivery requirements for your order, please email Chapeldown@intervino.com.

What if I am out and miss my order?

Parcelforce’s standard protocol after an initial attempted delivery is to automatically attempt redelivery on the next working day, if they have not left your item at your local Post Office or with a neighbour. You can arrange an alternative redelivery or pick up by going to our redelivery page.

If the driver has called to deliver your parcel but was unable to get anyone at the address to verify the delivery, they will have left a card detailing what they have done with it and the next steps you will need to take.

This is likely to be either taking it to a local Post Office to be held securely for you to pick up (the card will give the details of the Post Office and our website tracking will be updated when our driver has handed over your parcel and it is available for you to pick up) or taking it back to our depot.

How do I activate my online account if I held an account on our previous website?

We’re delighted to have updated and relaunched our website in October. We hope you like the improvements and there will be many more to come over the coming months as we develop the site which can do so much more for us both.
You can now activate your account on the new website, by following these simple instructions:
· Visit our ‘Create Account’ page
· Enter your details – if you are an existing online customer with us please use the same email address as you have used previously to shop online with us.
· Add your password and click ‘Create’
· Tick the Google Recaptcha box and ‘Submit’
· You’ll then receive an email including a confirmation link which you’ll need to click and will then be presented with your Account page. You are now ready to place an order.

(If you are a shareholder who has an online account, once you’ve logged in you will be able to see your shareholder status in your account along with your shareholder number).

Who do I contact for tours & tasting enquires?

We are now taking bookings for those with pre-existing experience vouchers. Please note we are not currently taking any new bookings or issuing new vouchers for our experiences.

Please contact our winery team on 01580 766111 or email retail@chapeldown.com. For a full list of department contacts, please see our contact us page.

Is there accommodation at The Chapel Down Vineyard?

We do not have accommodation at our Small Hythe premises, but local towns such as Tenterden and Rye have an array of options.

Do I have to book a tour to visit the Vineyard?

We are now open for self-guided tours through our beautiful Vineyards and Herb Gardens, every Wednesday to Sunday. This does not need to be booked in advance, just pick up a vineyard trails map from the shop and take yourself around one of our two walking routes. You may bring your own picnic to the site, or purchase nibbles and wine by the glass from the Deli within our Winery Shop.

Can I use my voucher online as well as in the winery shop?

Your voucher must be redeemed at the Winery store only, we do not currently have online voucher but watch this space!

What is a concession?

For our Standard Guided Tour at Chapel Down a concession is a someone over 60 or a student.

Do we allow dogs around the vineyard?

Dogs are allowed for walks around the Tenterden premises, but they must be on leads. Dogs are not allowed on tours or in the Winery shop.

Do we allow children to the winery?

Children are allowed onsite, but we request they do not join any tour activity.

Are your wines Vegan?

A selection of our Kit’s Coty wines are Vegan; Coeur de Cuvee, Kit’s Coty Chardonnay, Kit’s Coty Bacchus. Spirits are Vegan too!

How should I store my wine?

For long term storage, wines should be kept at a cool and constant temperature, away from strong sunshine and bright artificial light. If a wine is sealed with a cork, it should be stored on its side to keep the cork moist.

What happens when there is a Royal Mail Strikes?

When the Communication Workers Union (CWU) calls on its members who collect, sort and deliver parcels and mail to take strike action there are well-developed contingency plans in place. Chapel Downs’ distribution service will do what they can to keep services running. However our customers will experience disruption on our services with delivery taking longer than our standard terms found here. Chapel Down will continue to provide a smooth service and ask for your patience over any of these dates.

How does your Multiple Ship feature work?

Our Multiship feature can be found at the basket review stage of your order process. This feature allows our customer to ship items to separate addresses on same order with one payment. Please note this feature cannot be used with Mix Your Own Case at this time. Also check all details are correct before processing, number of items allocated to chosen addresses

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