Customer Frequently Asked Questions:

If I don't find the answer to my question here, how can I find help?

If you can't find the answer to your question here, please contact Cavadirect.com Online at enquiry@cavadirect.com or go to the Contact Us section on the website.
Most enquiries are responded to within 1 hour. We aim to respond to all enquiries within 24 hours.

Can I shop at Cavadirect.com without logging in or registering?

No. The Cavadirect.com website does require you to register or login, although you can browse the products on website without logging in or registering. The Cavadirect.com Team endeavours to make the online shopping experience as simple and easy as possible.

How can I specify a delivery address which is different to the invoice address for my order?

During the checkout process you can enter a delivery address which is different to the invoice address as required.

How can I pay for my order if I have problems paying or using the online payment method?

To avoid most issues which may occur when paying for your order please make sure on the Payment Page where you enter your Credit/Debit Card details the Billing Address and Billing Postcode is the same as the address/postcode where your card is registered.

Providing an incorrect Billing Address/Postcode can result in the transaction not being authorised and may be subject to further authorisation checks which may delay the dispatch of your order.

Also please make sure the security code is entered exactly as shown on your card. For all cards except American Express, the security code is the last 3 digits printed on the signature strip. With American Express cards, the security code is the 4 digits printed just above the card number.

If you experience any problems using the online payment method press the back button on your browser until you are redirected to the main Cavadirect.com website. Your order should still be in the cache on your computer, you can then select the Contact Us section to find out alternative payment methods.

Do you have a minimum order level?

We do not have a minimum order value. This can be made up of just one bottle or more. The delivery charge is relative to size of the order. Further information is provided in the Delivery Section.

My order is a gift and I want to send a message with it?

The gift message for such orders can be added during the checkout process in the Gift Message section.

On the Cavadirect.com website there are Cases of 6 Deals but I only want to purchase one bottle, how can I do this?

Simply click on the add to basket for any particular product (the quantity box is always 1 unless you change it) and this will add a quantity of one of the selected product. Some products do have a minimum order quantity but these are clearly detailed.

Can I pay using my American Express card?

Yes, you can now pay online using your American Express card.

Does Cavadirect.com deliver on a Saturday?

Saturday delivery is now available. All orders dispatched on a Saturday delivery service are expected to be delivered before 12 noon on Saturday.

Saturday delivery must be selected from the Class of Service drop-down box in the checkout page for an order to be dispatched on the Saturday delivery service. For further details on Saturday deliveries please contact us on enquiry@cavadirect.com

I don't want my personal address, which is the address to which my card is registered, to be shown on the Packing Sheet?

All orders placed on the website have a packing sheet enclosed with the order. The packing sheet contains the order number, invoice address, delivery address and product/s ordered. No pricing or discount information is provided on the packing sheet.

What if the recipient of my order is not in when delivered?

Most orders can be dispatched with the message " Leave with neighbour if not in" . Please note our courier company cannot leave orders without first obtaining a signature for the receipt of the order.

Our couriers will attempt delivery on up to 2 occasions. The second delivery attempt is usually made the following working day unless otherwise instructed by the recipient.

If delivery is not possible on the second attempt the order can be collected from the recipient's local delivery depot for free. Our couriers will hold the order for up to five days after the second delivery attempt, thereafter the order will be returned to our Dispatch Depot.

A majority of orders are delivered successfully on the first attempt however, where possible, we recommend a work address be provided as the delivery address to ensure the best chance of a successful delivery the first time.

Will you deliver to my area?

We deliver to addresses throughout Mainland UK, Scottish Highlands, Scottish Isles and Northern Ireland. For further information on delivery please see the delivery section.

How do I cancel an order I placed?

Cancelled orders yet to be dispatched.

Orders that have not yet entered our dispatch process can be cancelled by sending an email with details of your order to cancellations@cavadirect.com . These orders will be cancelled and a full refund given.

Cancelled orders already dispatched.

Orders which have entered our dispatch process or have been dispatched can be cancelled by sending an email with details of your order to cancellations@cavadirect.com. These orders will be provided with a full refund less all courier charges. Orders that have been delivered are subject to our returns policy.

Please do not send back cancelled orders without first emailing us at returns@cavadirect.com to obtain a returns authorisation number.

For full details please see our Terms and Conditions.

Why does Cavadirect.com not have a telephone service?

You can contact us at Cavadirect.com by email on enquiry@cavadirect.com Most enquiries are responded to within 1 hour. We aim to respond to all enquiries within 24 hours. We do not have a telephone service due to the additional cost implication and the impact this would have on the price of the products available on Cavadiret.com. Corresponding by email and fax means all communications are filed safely and securely on our computer systems.

Is it safe to give my credit/debit card details online?

Your order and transaction details are safely stored on our system. We use the PayPal online payment gateway which is very secure. If you have any further questions or concerns about the security of our service on the Internet, please contact our security and fraud prevention department on: enquiry@cavadirect.com

Can I pay by cheque?

Yes. To pay by cheque simply send your order and cheque by post to the address in the contact us section. Please make cheques payable to Cavadirect Ltd. The order will be dispatched once your cheque has cleared for payment.

How does Cavadirect.com protect my privacy?

We are committed to protecting your privacy and will only collect, administer and process information in accordance with the Data Protection Act 1998. We will not sell your information to any third parties. Please see our Privacy Policy section for further details.