ONLINE ORDERING FAQ
Q. I already have an account with Hallgarten. How do I order online?
A. Simply contact our Customer Services team on 01582 722538 who will be happy to set up your online account. You will need a valid email address to be able to order online.
Q. I don’t have an account with Hallgarten. How do I order online?
A. You do need an account with us to be able to order online. If you’d like to become a Hallgarten customer, please contact our Customer Services team on 01582 722538.
Q. I’ve forgotten my password
A. Easy. Just click the Forgotten Password button on the login page, or give us a ring on 01582 722538 and we’ll generate a new one for you.
Q. Can I amend an order online?
A. If you’ve completed the order and received an email order confirmation, you’ll need to give our Customer Services team a ring on 01582 722538 to make any changes.
Q. I have a query about my pricing
A. For any pricing queries please call our Customer Services team on 01582 722538.
Q. Can I pay by card for online sales?
A. No, all online sales are on an account basis.
Q. What if I have special delivery instructions?
A. Any default delivery instructions on your account will show inside My Account, and on any order you place online. If you need to add or change an instruction, please call Customer Services on 01582 722538.
Q. When can I expect delivery of my order?
A. Your normal delivery schedule and time windows can be viewed online, on the My Account page.
Q. Can I track delivery of my order online?
A. Not at the moment. Please call Customer Services on 01582 722538 to track your order.
Q. I can’t find the answer to my question here
A. Please contact us with your question and we’ll get back to you as soon as we can. Alternatively you can ring us on 01582 722538.
Q. What is your minimum order quantity?
A. Our minimum order value is £200 excluding VAT.
Q. Can I order split cases?
A. Bottle picking is labour intensive and increases the chances of mis-picks so to keep our prices competitive and mistakes to a minimum we prefer orders for un-split cases. The vast majority of our wines are packed in six bottle cases, we would therefore ask that all orders for wines under £10 per bottle (Champagne £20) are placed for a minimum of six bottles or multiples thereof. We will happily split cases for wines above this price but we would ask that you order in multiples of three bottles.
Q. Is the price inclusive of duty?
A. The prices on this website include the current rate of duty. When duty changes, our policy is to implement the changes as quickly as practically possible and to inform you of these changes.
Q. When do you deliver?
A. We are out on the road from very early in the morning! To accommodate everyone’s requirements we ask our customers to agree two delivery time windows with us, or allow for an extended timescale. For example you could request a 9am-11am window in the morning and then 3pm-5pm window in the afternoon, or all day.
Q. Do I have to sign for my delivery?
A. Yes. All deliveries must be signed for by an authorised member of your staff. Our drivers are under strict instructions not to leave any delivery which has not been signed for.
Q. What do I do if my delivery is not correct?
A. All orders should be checked at the time of delivery and any discrepancies clearly marked on the delivery note. Please then telephone the Sales Office on 01582 722538 to advise us of the discrepancy and we will endeavour to rectify the problem as quickly as possible. For ease and clarity please have to hand the delivery note which will detail everything we need to know. Please report any discrepancy as soon as possible, ideally on the day of the delivery but within 48 hours.
Q. I missed my delivery... what do I do?
A. If for whatever reason you know that you will not be available to receive an order please telephone us as soon as possible to arrange an alternative time of delivery – we will do everything we can to accommodate your requirements. If we try to deliver within the agreed delivery window and are unable to, we will leave a card which will ask you to contact us to rearrange delivery. If possible, please have to hand your account number when you contact us so that we can quickly access details of your order.
Q. What is your returns policy?
A. Returns add considerably to our overheads and as we endeavour to keep prices low our aim is to keep returns to an absolute minimum. We will collect any wines delivered either in error or in unsuitable condition as quickly as possible. All other returns should be discussed with your Account Manager as charges may apply.
The wines to be returned need to be;
- The same vintage as currently stocked in our warehouse
- Returned in complete cases (should be the original cases wherever possible) which are suitable for transport and re-sale
- In a fully saleable condition. All labels must be in good condition with seals and neck capsules still intact
Q. What is the delivery and invoicing process?
A. Our general policy is to deliver on an unpriced delivery note and to then raise an invoice on the same day. Statements are issued on the 2nd or 3rd working day of the month. We aim to process credit notes within five working days.
Q. I think I may have been over/under charged?
A. If you think you have been over or undercharged, please contact your Account Manager or the Sales Office on 01582 722538 who will investigate and where necessary a credit or additional invoice will be issued. Please ensure you have your account number and invoice number to hand.
Q. What is your credit policy?
A. Our standard credit terms are payment 30 days from the end of the month in which the invoice was issued, preferably settled by Direct Debit or BACS. Accounts which are not settled within these terms will automatically be put on hold and no further deliveries will be made until the overdue payment has been received.
To avoid any inconvenience or interruption to supply, we would urge you to contact our Credit Control team before the end of the month if, for whatever reason, you will be unable to make payment. We will discuss and agree a credit limit in line with our Credit Policy before we begin trading with you. If at any time you feel that your limit needs to be reviewed please contact your Account Manager or our Credit Control team. Please note that if your credit limit is breached your account will be put on hold pending a discussion with you or an interim payment being made.