Customers

If you are new customer, you will need to create an account with us before you can place an order. Please complete the online request form, or give us a call on 020 8961 5161, and a member of the team will be pleased to help.

If you are an existing customer, orders can be placed on the website. Login to your account, add the products you wish to order to your basket and checkout. If you need to be reminded of your login details, please contact click the “Forgot Password” option on the Login page or contact our customer services team.

Enotria&Coe is a trade supplier, and we sell exclusively to businesses. If you are a private customer, please visit our sister-company, The Great Wine Co., to shop from a large range of our wines and spirits and have your order delivered straight to your door.

Our standard minimum order value will be agreed at the point your account is set up. Orders placed which are under the minimum order value may incur additional delivery charges.

When your account with Enotria&Coe is opened, you'll be allocated delivery days each week, dependent on the area of the country where you are located.

Orders must be placed before the cut-off time on the day before your requested delivery. The cut-off times for submitting orders is 11:00 for the majority of locations in the UK, and 14:00 for customers within London.

If an item is low in stock when you are adding it to your basket, we will notify you of this. If the stock levels are insufficient to fully complete your order, you will have the option to continue or remove this product from your basket. In the unlikely event that we are out of stock of a particular item, we will be pleased to recommend an alternative.

If you would like to amend or cancel an order, please contact our customer services team on 020 8961 5161 as soon as possible after placing your order.

Orders can be delivered outside of your agreed delivery dates each week, but this many incur an additional delivery charge. To arrange an emergency or rush delivery please contact our Customer Services team on 020 8961 5161.

We do not accept returns as a standard, except where a product is faulty or incorrectly supplied. Please discuss any other returns with your account manager. In cases where Enotria&Coe is not liable for any error, and the products are in good condition, returns may incur a replenishment fee. If you have received a product in error, we ask that our customers let us know of any issues with their orders within 48 hours of the delivery.

If a product you have received is faulty, please contact customer services or refer to our FAQ page for more for more information on what to do with faulty or broken items.

Where possible, collections will be scheduled to coincide with delivery of an order and will be effected on your agreed delivery date. In exceptional circumstances, we may request a third-party courier to make a collection on our behalf. You will be advised of a collection date.

Occasionally, an order cannot be completed because an item is out of stock. If paying by credit or debit card, you will only be charged once the delivery has been made (although we will reserve the value of your order against the available balance on your payment account.) In the event that an item is out of stock you will only be charged for the products you receive.

If you have paid by bank transfer, any overpayment will be applied as credit to your account against your next order. To request a refund, please contact customer services.

If you have not received an item which you have ordered, please make our delivery teams aware of this when you receive the delivery. If the order was placed with a credit or debit card, you will only be charged once the delivery has been made (although we will reserve the value of your order against the available balance on your payment account.) In the event that a missing item is reported at point of delivery, you will only be charged for the products you receive.

If you have paid by bank transfer, any overpayment will be applied as credit to your account against your next order. To request a refund, please contact customer services.

If you have become aware of a missing item after the delivery has been made, please contact Customer Service on 020 8961 5161.

Our fleet of van deliver across the UK every day. Delivery dates to suit your requirements will be agreed upon opening an account with us. Orders should be placed before our order cut-off time (2pm) the day before a specified delivery date to guarantee delivery.

Please note: customers in Scotland must place their order 48 hours before delivery.

There is no charge for standard deliveries which meet agreed order minimums. Where customers request emergency or non-standard deliveries we may choose to use a third-party courier service, which will incur additional charges. We will let you know about any additional charges before confirming the order.

For security purposes, any new delivery address will need to be set up on your account prior to placing an order. Please email creditcontrol@enotriacoe.com, stating the new address. You will be informed as soon as you are able to place an order for delivery there.

Please email customerservices@enotriacoe.com with the new delivery address details and we will get this added to your account. Please be aware that the available delivery days may vary across the country depending on availability; delivery days available will be confirmed once the delivery address has been set up on your account.

If you wish to collect an order from our London warehouse, please state this when placing your order or contact customerservices@enotriacoe.com to arrange a collection window. Collections must be pre-approved and can be accommodated 9am and 4pm at our London warehouse. Please note, orders for collection will need to placed before 2pm the day before collection.

All deliveries or collections made by Enotria&Coe need to be checked and signed for upon delivery by an authorised member of staff. If you are unable to be present for a delivery or collection, we ask you to alter your delivery window times in advance, to work around your schedule. Please ensure that any member of staff on-site who signs for a delivery or collection has permission to do so.

If you have missed a scheduled delivery, please contact Customer Services to arrange re-delivery. This will normally be on the next available delivery day. If you require a delivery any sooner than that, we may have to use a third-party courier which may incur extra charges.

Orders requested for non-standard delivery days may be sent via our delivery partner DPD. Occasionally we may also send small orders via DPD for exceptional logistical reasons (e.g. bad weather). Orders delivered by DPD can be tracked on the DPD website using the order number.

If your order is being sent by DPD, you can track your order on the DPD website using your order number which will be emailed to you. For standard orders delivered by our fleet of delivery vehicles, please contact Customer Services.

We take care to route all our customers' deliveries in the time windows specified, but in very rare cases, circumstances beyond our control can affect the timings of our drivers' routes. Where possible we will call ahead to let you know of any delays.

If you have not heard from us and your delivery is late, please call Customer Services on 020 8961 5161. Our systems are equipped to view the location of the majority of our drivers, so we will be able to give you an update on what time your delivery should arrive.

If your delivery contains items that were not on your original order, please notify your delivery driver before signing for the delivery, and these will be returned to us. We will ensure your account is not charged for any items you have not requested.

On the rare occasion where a delivery is damaged in transit, we will notify you, and arrange organise a re-delivery on the next available delivery date. Should an item arrive damaged, please notify your delivery driver, who will record all damaged stock on the delivery note before asking you to sign for the delivery. Your account will be reimbursed automatically upon the driver's return to the warehouse, and a redelivery will be arranged.

To report damaged products, please contact Customer Services at customerservices@enotriacoe.com, and where possible attached a photo of the affected products. We ask that all issues are logged with us within 48 hours of you receiving the delivery.

Creating a wine list for your team makes ordering and reordering easy. To add wines and spirits to the list, click the add to wine list button next to the product you wish to add. Your team will now be able to order this product from the wine list. Please note, only owners and administrators can set up or amend wine lists.

To receive a quote for new products, click the ’Request a Quote’ button on the item page.

If you are a new customer, you will be asked to provide some further information to facilitate the quotation. If you are an existing customer, Customer Service will be in touch with the details. You can also contact your Account Manager for more details.

You can find your Account Manager's contact details in the Account section under Account Manager.

We provide comprehensive information about all the products we sell, including listing clearly any allergens. This information is displayed on the product page. Additionally, you can export this information by clicking ‘Print data sheet’ on the product page.

Products which are suitable for vegans and/or vegetarians are highlighted on the respective product pages on our website. Please also take the time to browse our Vegan and Vegetarian categories on our site to see the full range.

Wine is a natural product and small vintage variations are expected due to the effects of growing conditions, weather. Pricing can vary between vintages for reasons such as the size of the harvest. Some fine wine pricing can vary due to market forces.

On the rare occasion where your delivery is damaged upon arrival, we will arrange a new delivery on the next available delivery day. Please check deliveries carefully, and ask your delivery driver to record any damaged stock on the delivery note. Your account will be reimbursed automatically upon the driver's return to our warehouse.

We take immense pride in the quality of the products we sell. In the event that any product you have received is corked or faulty, please report this to our Customer Services team in the first instance. You may be asked to provide photos of the front and back label and the lot number (if applicable). All reports of faulty products are investigated by our technical team to ensure that our customers always receive the best quality products from our suppliers.

If we need to collect the faulty product from you for analysis, we will let you know to prior to issuing a credit. However, we guarantee that you will be reimbursed for any faulty products.

We accept payment from all major card types, via Sagepay. If you are experiencing issues making payment, please contact our Credit Control Team at credit@enotriacoe.com. If your account has a pre-agreed credit limit, you will be able to place your order and pay via Direct Debit at a later date. The terms of this will have been established with your credit controller.

If you have paid by credit card, we only take payment once the delivery has been made and you will only be charged the amount on your final invoice. Credit and payment terms will be agreed when your account is created. Payments must be made within the timescale specified by your credit controller, and by the due date on the invoice.

To pay an invoice first log into your account, navigate the Account section and click the Invoice tab to view all your invoices and credit notes with payment statuses. To pay an invoice by credit or debit card, select this option next to the invoice.

Please note, account-level access is only available to business owners and designated users.

Documentation including invoices, statements and credit notes can be accessed from the account section on the website. Log into your account and go to the Account section and click the Invoice tab to view all invoices and credit notes.

To export an invoice, click the View button, click on Print in the top righthand corner and select the option to Save to PDF. Please note, account-level access is only available to business owners and designated users.

Please contact Customer Services to discuss any invoice issues or discrepancies.

If you have a question about pricing or an invoice you have received, please contact your Account Manager.

On the Login page, click on Forgot Password that will take you through to a webpage to enter your email address. You will be sent an email with a link to reset your password. After you have reset your password, you can proceed with logging in in. Alternatively, you can contact the Customer Services team.

You will only have access to create a new login on your account if you are an Admin. This can be done in the Account section, underneath Company Users. If you are not your account’s Admin and would like to add a new login to your account, please contact Customer Services.

You can find your Account Manager's contact details in the Account section under Account Manager.

Get in touch with Customer Services with any questions while your Account Manager is away from the business.

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