Thanks for shopping with Whitmore & White. Below are some Frequently Asked Questions (FAQs) which may assist you with your order. 

You may also like to see our Delivery Policy and our Terms & Conditions which may be of assistance. 

Gift Cards

How long are Gift Cards valid for?

All gift cards are valid for 2 years from purchase. After this point the code will no longer work online or in store.

My Gift Card code will not work, can you help?

In April 2021 we upgraded our online and in-store software platforms. Gift Cards issued prior to this date will need to be entered in a different format to those shown on the certificate. Some older gift cards were unable to be moved, so if yours doesn't work, please get in touch.

Gift cards in hard copy format such as GA-1A62-A3, please enter your code in lower case without the dashes at checkout.

Gift cards in email format, such as 1234-5678-9101, please enter the numbers without the dashes at checkout. 

If you are still having any issues using your gift card please email us at weborders@whitmoreandwhite.co.uk 

Food & Drink

Do you have vintage information for each wine?

We do, but where this is not specifically noted please do not rely on the bottle image for the vintage of the wine. Vintages change without notice and the photos may not be immediately updated as fresh stock arrives into our shops. If you are looking for a specific vintage of any of our wines, please contact us. 

Will I receive exactly what is shown in each hamper or gift bag?

Generally speaking, yes. However, we may substitute some items should one of the items shown be out of stock. The substitution is selected by people rather than robots, and will always be in keeping and always of the same or greater value. We will tell you if we cannot substitute something specific. 

Orders for National Delivery

When will my order arrive?

We aim to process and dispatch your order within 4-5 business / working days. We dispatch orders using the 48 hour service with our preferred carrier Royal Mail. If you place your order at the weekend or UK bank holidays things may take a little longer. 

Who is your preferred carrier?

We use Royal Mail for all of our national deliveries. Whilst slightly more expensive than others, we find them to be quite good at not dropping things!

I missed my delivery, what happens?

The courier will leave a card for you to arrange re-delivery and communicate this with you via SMS. Note that they will only rearrange delivery once. If you miss delivery a second time, your parcel will be returned to us. We reserve the right to charge for redelivery if this happens. If you are sending a gift, please ensure you put the recipient's contact details on the order (particularly their phone number) as this will be used for the carrier updates. 

Will there be paperwork in the box with my order?

No, we do not include invoices or order information with your parcel or gift, everything is done by email.

Orders for Local Delivery 

We no longer offer this service

Payments

I have been charged twice for an order that didn't go through, can you refund me?

If you have had an issue at checkout such as your card not being authorised for any reason, or a technical issue caused our site to crash, the failed transaction will sometimes appear as a pending payment in your banking app. This will disappear within 24-48 hours. Note that we have no control over this process, please speak to your bank should you have any concerns. 

I am trying to pay from overseas, but payment will not process. What do I do?

Due to stringent UK card security legislation, this can prove problematic depending on who you bank with. We recommend that our overseas customers use PayPal, which is generally more accommodating to international payment processing.