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Guest Checkout FAQs

 

General

 

I’m not an on-trade business, can I order?

As a specialist wholesaler, we cannot serve the general public. Businesses of all types can order from us, provided your delivery address is registered with the Royal Mail as a business premises.

Is there a minimum and maximum order amount?

We do not have a minimum order amount currently in place. You can order just what you need, up to a maximum order value of £1,500. If you wish to place larger orders, consider opening an account.

 

Ordering

 

How do I place an order?

Browse our range of popular products, build your order in your basket and click checkout to complete your order. We’re only able to accept card payment for guest orders.

What are the order cut off times?

Orders should be placed before 12:30PM to be delivered within five working days.

Can I call you to place a guest order?

Guest checkout is only available online. Our contact centre team are not be able to place a guest order.

How do I know you’ve received my order?

You will receive an order acknowledgment email after placing an order. Please check your email address is correct before finalising your order. Check your junk folder if you haven’t received this email.

Can I collect my order?

Guest orders are for delivery only. Orders placed before 12:30PM will be delivered within five working days.

What payment methods do you accept?

We’re only able to accept card payment for guest orders. We accept Visa, Visa Debit and Mastercard cards.

Can I cancel my order once it has been placed?

Please contact our customer services team who will be able to help with any queries about your order.

 

Delivery

 

When will my order be delivered?

Orders placed before 12:30PM will be delivered within five working days. If you would like to a dedicated delivery day, consider opening an account.

Who will deliver my order?

Your order will be delivered on one of our Matthew Clark trucks. Our crew will unload your delivery.

What delivery charges apply to my order?

We offer free delivery on all guest orders.

Do you offer Next Day / emergency deliveries?

If you would like to benefit from next day and emergency deliveries, consider opening an account.

Can you deliver to a different address from the billing address?

Unfortunately your cardholder address must match your delivery address. For greater payment flexibility, consider opening an account.

When will I be informed of my order date?

You’ll receive a telephone call from our customer service team advising of your delivery date once confirmed by our depot. You will receive a despatch notification email on the day of delivery.

What time will my delivery arrive?

Your order will arrive between 8:00am and 6:00pm on your delivery day. To arrange a specific delivery time window, consider opening an account.

Who needs to be present to sign for the goods?

There must be someone available at your premises to sign for your delivery between 8:00am and 6:00pm on your delivery day; they must be over 18 years old and be prepared to show a form of ID.

 

Support

 

I’ve received a broken bottle/damaged/incorrect product, what should I do?

Please contact our customer services team who will be able to help with any queries.

Can I return my order?

Please contact our customer services team who can discuss product returns with you.

I need help further help, who can I speak to?

Our customer services team are ready to help you with any questions and queries you have.