IF I AM A RETAIL STORE, CAN I AFFILIATE WITH ALKY?
If you are a licensed retailer and would like more information about how to be a part of the Alky Network, please contact us at: email@example.com
IF I AM A SPIRITS OR WINE BRAND, HOW DO I AFFILIATE WITH ALKY?
If you are a spirits, wine or craft beer brand and would like more information about having your brand on the alky.co.uk marketing platform, please contact us at: firstname.lastname@example.org
WHAT IF I WOULD LIKE ASSISTANCE WITH CHOOSING A GIFT?
Our brands represent the finest in champagnes, wine and spirits globally. Our aim is always to provide you with as much information as possible to help you make a selection that you or your gift recipient will enjoy. Please contact us at: email@example.com if you have any questions or if you would like assistance in choosing a product.
WHAT IF I DO NOT SEE A BRAND ON THE ALKY SITE THAT I WISH TO PURCHASE?
Please contact us at firstname.lastname@example.org if you are interested in purchasing a brand that is not being advertised on the Alky site.
MAY I PLACE AN ORDER BY PHONE?
Typically, all orders must be placed through our website. However, if you are sending an order more than 6 people or have a business/corporate gift order consisting of 12 bottles or more, please email us at: email@example.com
WHAT ARE MY PAYMENT OPTIONS?
You can make purchases using any major credit card: American Express, Visa, MasterCard or Discover.
WHEN WILL MY ORDER ARRIVE?
We offer Ground Shipping and have a 3-5 Business Day delivery window except, if a product is out of stock, it usually takes approximately 1-2 additional days to prepare the shipment. We will contact you if an order for a back-ordered item is placed.
*All orders marked for express delivery must be entered by 12:00PM in order to be processed the same day for overnight delivery. Express orders are guaranteed for overnight delivery only if the order is placed before 12pm Monday-Friday. All express orders placed after 12pm may be shipped the next business day for arrival at the destination the following business day.
WHAT ARE THE AGE REQUIREMENTS?
In order to remain compliant with the U.K laws that govern the shipment of alcohol, please ensure that there is an adult age 18 or over available to sign for the delivery at the shipping address you specify. A valid ID may be required upon delivery. By utilizing the Alky platform, you are representing and confirming that both the ordering customer and the recipient are at least 18 years old.
HOW IS SALES TAX CALCULATED?
The sales tax quoted at checkout is based on the shipping address you provide.
HOW DO I GO ABOUT RETURNING MY PRODUCT?
We are committed to ensuring that your order arrives in pristine condition. If you believe your order is damaged or flawed, please contact firstname.lastname@example.org immediately so that we may address your concerns. Once an item is shipped, we cannot honor any returns for any reason except in the case of damage caused by the shipping process.
WHAT IF I WISH TO CHANGE THE DESTINATION ADDRESS OF THE PRODUCT OR WISH TO CANCEL MY ORDER?
You should contact us if you ever wish to change the delivery address in connection with any order. However, we must charge you an additional shipping price if the shipping company imposes any additional charges. We will accept requests for cancellation of any order if it is made within one hour of the placement of the order.
WHAT HAPPENS IF NO ONE IS AVAILABLE TO ACCEPT THE PACKAGE DELIVERY?
Up to three attempts will be made to deliver your package. A door tag provided by the delivery company with all pertinent information will be adhered to the recipient’s mailbox or door after each failed delivery attempt. The recipient may contact the delivery company at any time using the tracking number set forth on your delivery confirmation e-mail to schedule alternate delivery or locate pick-up locations. If the third attempt has failed, your package will be held at the delivery company in accordance with the terms of the delivery company's policies. If the package has not been retrieved within those 5 days, then the package will be returned to us and you will be responsible for any additional delivery charges.
We strongly recommend using a business address for your delivery because this may facilitate delivery because someone 18 years of age or older must be present to sign for the package delivery.
WHAT IF THE MERCHANDISE WAS DAMAGED IN THE PROCESS OF SHIPPING?
We take great care to ensure that your product arrives undamaged. However, accidents do occur. If you believe your shipment is damaged, please contact email@example.com immediately so that we can determine an appropriate solution. We may request that you return the damaged product to us or provide us with a photo of the damage so that we can determine how to avoid issues of a similar nature in the future.
Due to applicable laws and regulations governing return of alcoholic products, we cannot accept any returns of product (except damage caused by the shipper).
WHY WAS MY PACKAGE RETURNED TO THE SHIPPER?
Packages that are damaged in shipment will be returned to the shipper. When this happens, we will send out a new shipment containing the item(s) ordered and you will not be charged for this additional shipment.
Packages can also be returned to the shipper for other reasons which will incur additional charges or affect the refund amount if the package is restocked. When a package is returned to the shipper because the address was entered incorrectly, a refund will be issued to the credit card used to make the original payment, less the cost of shipping to the original destination as well as back to the shipper. The amount deducted from your refund will be based on the original method of shipping chosen. For example, if the shipping charge is £15.00, the amount refunded will be less £30.00.
An additional charge can occur if the cost of the product is less than the total amount of shipping fees. This same refund/fee structure will also apply to packages that are returned to the shipper because the recipient had this held at a local Shipping Office and failed to collect the package in time or if delivery was not made after 3 attempts by the Shipping Company. If the package is not re-stocked, but is re-shipped, there will be an additional charge to reship the product and a charge for the return shipment as well as the new shipment out will be made against the purchaser's credit card.
I OPENED A BOTTLE OF LIQUOR AND IT WAS SPOILED. HOW CAN I GET A REPLACEMENT?
Check the label of the bottle. The company who manufactured or imported the product will be printed on it. Contact them and they will give you information on what to do. If you need additional assistance, please write to us at firstname.lastname@example.org
HOW WILL I KNOW MY ORDER HAS BEEN DELIVERED?
An order confirmation email with a tracking number will be sent to you after your order has been processed, packaged and sent for delivery. If you click on the tracking number, it will take you to a webpage where you can see if it was delivered or not. You can also sign up for email notification at this site.
I WAS TOLD THAT MY ORDER COULD NOT BE VERIFIED BECAUSE MY CREDIT CARD INFORMATION DID NOT MATCH. I KNOW THAT THIS IS MY CORRECT ADDRESS. CAN YOU STILL PROCESS MY ORDER?
Due to our strict verification policy, which is in place due to a high rate of fraud for certain products, if we cannot verify that all your information is correct we cannot arrange for your delivery. You will either have to contact your credit card company and have them rectify the situation or provide us with another credit card to be used for purchase. If all information is verified and satisfactory to our credit processing department, your order will then be processed.
*Please note that we utilize a technology-based service to approve transactions. We apologize for the inconvenience caused in the event that one of our customer service representatives contacts you because your order is “flagged” as a potential unauthorized or fraudulent transaction. It may be just a matter of your transaction triggering an anti-fraud alert to us. We value your patronage and respectfully request that you allow our customer service to inquire further with you for additional information that will rectify the anti-fraud concern. We hope that you understand that the process we employ helps reduce fraud and allows us to keep prices competitive for all customers.
I WANT TO SEND A PARTICULAR PRODUCT TO SOMEONE BUT IT’S NOT ON YOUR WEBSITE? DOES THIS MEAN IT’S NOT AVAILABLE?
All our current offerings are listed on our website. However, if you desire a brand that is not on our site please contact us at email@example.com and we will attempt to procure the brand for you. Also, feel free to suggest additional wine and spirits brands that you would like to see on the Alky site.
DO YOU DELIVER INTERNATIONALLY?
We cannot ship internationally at the present time but are looking into this for the future.
WHEN WILL MY CREDIT CARD BE CHARGED?
Your credit card will be charged when your order has been accepted. If for any reason we cannot process your order, your credit card will not be charged.
WHAT DO YOU CHARGE FOR DELIVERY?
As in most answers, it depends. The final delivery charge depends on many factors, such as: the weight of and number of bottles, the destination address, the shipping option you choose. The delivery cost includes surcharges for Adult Signature, Home Delivery, Schedule Delivery and any fuel surcharges charged by the delivery company at the time of the order.
WHAT HAPPENS IF NO ONE IS AVAILABLE TO ACCEPT THE PACKAGE DELIVERY?
Up to three attempts will be made to deliver your Package. A door tag provided by the delivery company with all pertinent information will be adhered to the recipient’s mailbox or door after each failed delivery attempt. The recipient may contact the delivery company at any time using the tracking number set forth on your delivery confirmation e-mail to schedule alternate delivery or locate pick-up locations. If the third attempt has failed, your package will be held at the delivery company in accordance with the terms of the delivery company's policies. If the package has not been retrieved within those 5 days, then the package will be returned to us and you will be responsible for any additional delivery charges.
*We strongly recommend using a business address for your delivery because this may facilitate delivery because someone 18 years of age or older must be present to sign for the package delivery.
WILL MY PACKAGE BE DELAYED DURING INCLEMENT WEATHER?
Weather delays may cause road closures or other logistical difficulties. Unfortunately, delays during inclement weather are out of our control. We apologize for the inconvenience that these delays may cause.