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Common Queries

You Asked, We Answered


  • Wine Merchant


  • Portuguese Wines


  • Fine Wines from Portugal


How do I know when the product will be delivered?

Once your order has been placed and you’ve received the “Thanks for shopping with us” email, you will then receive updates from DHL Parcel UK, our authorized carrier, on the specific delivery date & time slot as soon as the parcel leaves the warehouse.

This email will also provide a useful link to allow you to download the dpd delivery app to track parcel deliveries.

Kindly refer to our delivery terms (clause 10) of the terms and conditions section for additional details.

Something is missing from my order or its damaged

In the unlikely event that our distribution partners deliver your order and you find that its only partly complete, items missing or damaged then please report it to us within 48 hours of receipt of delivery by sending an email to, OR through the available contact form or live chat session on our website.

I can’t see my personal favorite product in stock. Is it available?

We work with small wineries and are stock levels may vary, change and move very quickly. If you want us to consider a specific brand that we’re not covering then please get in touch at and we’ll be happy to look into it.

What happens if I cancel or return my order? 

To cancel an order you just need to let us know you’ve decided to cancel. This should be done by emailing us at Once we’ve received your email, we’ll respond back to you confirming your cancellation.

Alternatively, you can contact us in the live chat function available on our website.

We are not able to refund shipping costs that have or are in the process of being shipped. Your full rights as a consumer are covered in clause 9 of the website terms and conditions.

Have you received my payment? 

Once you place an order on our website, you should automatically receive an email from Dr Grape Ltd entitled “Thanks for shopping with us” confirming your order. It will contain the order number and provide a summary of the products you’ve purchased. If you don’t receive this email within 3 hours of ordering, then its unlikely that the payment has been successful. In this case please contact us at Alternatively, you can contact us in the live chat function available on our website.

I have asked for a refund. How will I be refunded?

You will receive a refund back onto the credit card, or debit card used by you to pay. If you used vouchers to pay for the Product(s) we may refund you in vouchers. You can read our return & refund policy here Return & Refund Policy | Dr Grape

I haven’t received an email with my order confirmation

Please first check that the email address you’ve used to log into the website is correct and valid and that the problem isn’t associated with your email system. If that’s all good, but you haven’t received the “Thanks for shopping with us” email from Dr Grape Ltd then something’s not right with your order and you can contact us directly at

Alternatively, you can contact us in the live chat function available on our website.

I still have questions regarding payment, how can I get in touch? 

Its easy.

contact us at, through the available contact form or live chat session on the website with a real human being.

Do I have to register an account to place an order and why ?

Yes, we decided that in order to place an order we’ll first need you to set-up a profile on our website. Dr Grape takes the responsibility of not selling alcohol to minors very seriously. For that reason we cannot fulfill orders to guest clients.

Registering with Dr Grape is quick and easy, so please just follow the instructions!

How much do you charge for delivery?

Our standard delivery charge is £ 8.95 inc. VAT for order under the value of £120. This should have the package delivered within 48 hours of the confirmation of your order.

We deliver within the UK.

Delivery to Northern Ireland, outside mainland Britain and the Scottish Highlands and Islands incurs an additional cost and will take a few days more.

Orders over the value of £90 are free of charge within England, Wales and most parts of mainland Scotland.

Do you put a receipt in the box ?

No, this is emailed to you. If you are a business and require an invoice or VAT receipt please contact us at,uk and we’ll sort it out for you.

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