32 Charcoal Grill
We guarantee that your order will be delivered before the scheduled delivery date. You can check the logistics information of the package at any time to track the transportation progress. If the delivery is delayed due to non-justifiable reasons, we will refund 10% of the total order amount as compensation.
Refund and Return Guarantee
If the goods you receive are not dispatched, lost during transportation, damaged upon signing for, or if you find any quality issues or non-compliance with requirements, you can apply for a full refund. We promise to handle your refund application quickly and transparently.
For more detailed information about delivery, returns, and refunds, please refer to the following explanations.
We guarantee that your order will be delivered before the scheduled delivery date. You can check the logistics information of the package at any time to track the transportation progress. If the delivery is delayed due to non-justifiable reasons, we will refund 10% of the total order amount as compensation.
Refund and Return Guarantee
If the goods you receive are not dispatched, lost during transportation, damaged upon signing for, or if you find any quality issues or non-compliance with requirements, you can apply for a full refund. We promise to handle your refund application quickly and transparently.
For more detailed information about delivery, returns, and refunds, please refer to the following explanations.
Frequently Asked Questions
Last Updated: 28 August 2026
Find below the answers to the most frequently asked questions about our wine cabinets, your order, and our services at tuwine.com.
At TuWine, we specialise in premium wine storage solutions. Our collection includes a range of wine racks and glass holders designed to preserve and display your collection in style.
1. Q: What types of wine storage products do you offer?
A: We offer a curated selection of wine storage and serving accessories, including:
-
Wine Racks: From compact countertop racks to large floor-standing units for collectors.
-
Glass Holders: Elegant stemware racks and holders for safe, stylish storage.
-
Wine Cabinets: Temperature-controlled cabinets for long-term ageing (where available).
-
Accessories: Complementary items to complete your home bar or cellar.
All our products are brand new, carefully selected for their quality, durability, and ability to protect your wine.
2. Q: Are your wine racks and holders brand new?
A: Yes, absolutely. Every wine rack and glass holder we sell is brand new and sourced from trusted suppliers to ensure consistent quality, stability, and finish.
3. Q: What payment methods do you accept?
A: Payments on our Site are made exclusively by bank card. We accept:
-
VISA
-
Mastercard
All transactions are secure and compliant with PCI-DSS standards. No other payment methods (PayPal, bank transfer, cheque, etc.) are accepted on our Site.
4. Q: How long does it take to process my order?
A: Orders are processed and dispatched within 1 to 2 business days (Monday to Friday, excluding UK public holidays).
-
Order Cut-off Time: Orders placed before 2:00 PM (London time) on a business day are processed the same day.
-
Orders placed after the cut-off time are processed on the next business day.
5. Q: What are the delivery costs?
A: Our standard UK delivery is free of charge. For premium delivery services (e.g., for larger wine cabinets or express shipping), costs will be clearly indicated at checkout. We deliver to addresses within mainland UK (excluding some remote islands and Northern Ireland, as indicated at checkout).
6. Q: What is the estimated delivery time?
A: The total estimated delivery time is 7 to 15 business days (1 to 2 days processing + 7 to 15 days transit after dispatch). You will receive a tracking number by email as soon as your order is dispatched.
7. Q: Do you deliver throughout the UK?
A: We currently deliver to addresses within mainland UK. We do not currently deliver to:
-
Northern Ireland
-
The Channel Islands
-
The Isle of Man
-
Scottish Highlands and Islands
-
Other UK offshore islands
If you are unsure whether we deliver to your postcode, please contact us before placing your order.
8. Q: What is your returns policy for wine cabinets and racks?
A: Under the UK Consumer Contracts Regulations, you have a statutory right to cancel your order within 14 days of receiving the goods without giving any reason.
In addition, we offer a 14-day voluntary return period for eligible purchases.
Conditions for Return:
-
Products must be unused and in the same condition as received.
-
They must be in their original packaging and in a resalable condition.
-
Wine cabinets that have been installed, assembled, or had protective film removed cannot be returned unless faulty.
-
All accessories, keys, and instructions must be complete.
For change-of-mind returns, you are responsible for the return transportation costs. For faulty or damaged items, we cover the full cost. For any return request, contact us at service@tuwine.com.
9. Q: What should I do if I receive a damaged or faulty wine cabinet?
A: If your wine cabinet, rack, or holder arrives damaged, faulty, or not as described, please contact us within 48 hours of delivery at service@tuwine.com, attaching clear photographs of the issue (including the packaging and the product). We will assess the issue and provide an appropriate remedy in accordance with UK consumer law, which may include a full refund, replacement, repair (where feasible), or price reduction.
10. Q: Can I modify or cancel my order?
A: If your order has not yet been processed and dispatched, you can request cancellation. Please contact us as soon as possible at service@tuwine.com. If the order has not been packed or prepared for dispatch, we will cancel it and issue a full refund. Orders that have already been dispatched cannot be cancelled and must follow the returns process above.
11. Q: Is assembly included for wine cabinets?
A: Assembly is not included with our standard delivery service. Customers are responsible for assembling wine racks or cabinets unless an alternative arrangement has been specifically agreed with us in advance. For larger or built-in cabinets, we recommend professional installation to ensure proper ventilation and stability.
12. Q: Can I visit your store?
A: Yes, we have a physical presence in London. You are welcome to visit us at:
66 Westow St, London SE19 3RW, United Kingdom
Our business hours are Monday to Friday, 9:00 AM to 5:00 PM (UK time). We recommend contacting us before visiting to ensure product availability.
13. Q: How can I contact you?
A: Our customer service team is available to assist you:
-
By Email: service@tuwine.com
-
By Phone: +44 20 8916 3371
-
By Post: 66 Westow St, London SE19 3RW, United Kingdom
-
Business Hours: Monday to Friday, 9:00 AM to 5:00 PM (UK time)
We aim to respond to all enquiries within 1 to 2 business days.
Website Hosting Information
In accordance with legal requirements, we provide the following information about our website hosting provider:
-
Hosting Provider Name: SHOPLINE HOLDINGS LIMITED
-
Registered Address: 21/F, NAM WO HONG BUILDING, 148 WING LOK STREET, SHEUNG WAN, HONG KONG
-
Contact Number: +852-81207281
-
Email: support@shopline.com
Last Updated: 28 August 2026
Find below the answers to the most frequently asked questions about our wine cabinets, your order, and our services at tuwine.com.
At TuWine, we specialise in premium wine storage solutions. Our collection includes a range of wine racks and glass holders designed to preserve and display your collection in style.
1. Q: What types of wine storage products do you offer?
A: We offer a curated selection of wine storage and serving accessories, including:
-
Wine Racks: From compact countertop racks to large floor-standing units for collectors.
-
Glass Holders: Elegant stemware racks and holders for safe, stylish storage.
-
Wine Cabinets: Temperature-controlled cabinets for long-term ageing (where available).
-
Accessories: Complementary items to complete your home bar or cellar.
All our products are brand new, carefully selected for their quality, durability, and ability to protect your wine.
2. Q: Are your wine racks and holders brand new?
A: Yes, absolutely. Every wine rack and glass holder we sell is brand new and sourced from trusted suppliers to ensure consistent quality, stability, and finish.
3. Q: What payment methods do you accept?
A: Payments on our Site are made exclusively by bank card. We accept:
-
VISA
-
Mastercard
All transactions are secure and compliant with PCI-DSS standards. No other payment methods (PayPal, bank transfer, cheque, etc.) are accepted on our Site.
4. Q: How long does it take to process my order?
A: Orders are processed and dispatched within 1 to 2 business days (Monday to Friday, excluding UK public holidays).
-
Order Cut-off Time: Orders placed before 2:00 PM (London time) on a business day are processed the same day.
-
Orders placed after the cut-off time are processed on the next business day.
5. Q: What are the delivery costs?
A: Our standard UK delivery is free of charge. For premium delivery services (e.g., for larger wine cabinets or express shipping), costs will be clearly indicated at checkout. We deliver to addresses within mainland UK (excluding some remote islands and Northern Ireland, as indicated at checkout).
6. Q: What is the estimated delivery time?
A: The total estimated delivery time is 7 to 15 business days (1 to 2 days processing + 7 to 15 days transit after dispatch). You will receive a tracking number by email as soon as your order is dispatched.
7. Q: Do you deliver throughout the UK?
A: We currently deliver to addresses within mainland UK. We do not currently deliver to:
-
Northern Ireland
-
The Channel Islands
-
The Isle of Man
-
Scottish Highlands and Islands
-
Other UK offshore islands
If you are unsure whether we deliver to your postcode, please contact us before placing your order.
8. Q: What is your returns policy for wine cabinets and racks?
A: Under the UK Consumer Contracts Regulations, you have a statutory right to cancel your order within 14 days of receiving the goods without giving any reason.
In addition, we offer a 14-day voluntary return period for eligible purchases.
Conditions for Return:
-
Products must be unused and in the same condition as received.
-
They must be in their original packaging and in a resalable condition.
-
Wine cabinets that have been installed, assembled, or had protective film removed cannot be returned unless faulty.
-
All accessories, keys, and instructions must be complete.
For change-of-mind returns, you are responsible for the return transportation costs. For faulty or damaged items, we cover the full cost. For any return request, contact us at service@tuwine.com.
9. Q: What should I do if I receive a damaged or faulty wine cabinet?
A: If your wine cabinet, rack, or holder arrives damaged, faulty, or not as described, please contact us within 48 hours of delivery at service@tuwine.com, attaching clear photographs of the issue (including the packaging and the product). We will assess the issue and provide an appropriate remedy in accordance with UK consumer law, which may include a full refund, replacement, repair (where feasible), or price reduction.
10. Q: Can I modify or cancel my order?
A: If your order has not yet been processed and dispatched, you can request cancellation. Please contact us as soon as possible at service@tuwine.com. If the order has not been packed or prepared for dispatch, we will cancel it and issue a full refund. Orders that have already been dispatched cannot be cancelled and must follow the returns process above.
11. Q: Is assembly included for wine cabinets?
A: Assembly is not included with our standard delivery service. Customers are responsible for assembling wine racks or cabinets unless an alternative arrangement has been specifically agreed with us in advance. For larger or built-in cabinets, we recommend professional installation to ensure proper ventilation and stability.
12. Q: Can I visit your store?
A: Yes, we have a physical presence in London. You are welcome to visit us at:
66 Westow St, London SE19 3RW, United Kingdom
Our business hours are Monday to Friday, 9:00 AM to 5:00 PM (UK time). We recommend contacting us before visiting to ensure product availability.
13. Q: How can I contact you?
A: Our customer service team is available to assist you:
-
By Email: service@tuwine.com
-
By Phone: +44 20 8916 3371
-
By Post: 66 Westow St, London SE19 3RW, United Kingdom
-
Business Hours: Monday to Friday, 9:00 AM to 5:00 PM (UK time)
We aim to respond to all enquiries within 1 to 2 business days.
Website Hosting Information
In accordance with legal requirements, we provide the following information about our website hosting provider:
-
Hosting Provider Name: SHOPLINE HOLDINGS LIMITED
-
Registered Address: 21/F, NAM WO HONG BUILDING, 148 WING LOK STREET, SHEUNG WAN, HONG KONG
-
Contact Number: +852-81207281
-
Email: support@shopline.com
Returns & Refunds Policy
Last Updated: 28 August 2026
At TuWine (tuwine.com), we want our customers to shop with confidence. Our range includes premium wine racks, glass holders, and wine storage solutions.
This policy explains how returns, cancellations and refunds are handled for purchases made through our website, in compliance with UK consumer law.
1. Statutory Right to Cancel (Cooling-off Period)
Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving the goods without giving any reason (for distance sales).
-
The cancellation period ends 14 days after the day you (or a person you nominate) receive the goods.
-
You must notify us of your decision to cancel within this 14-day period.
-
You then have a further 14 days to return the goods to us.
This statutory right is in addition to our voluntary 14-day returns policy (see Section 2).
2. 14-Day Voluntary Returns
In addition to your statutory rights, we offer a 14-day return period for eligible wine storage purchases.
-
You may request a return within 14 days of receiving your order.
-
This applies to both change-of-mind returns and returns due to other non-fault reasons.
-
Our 14-day return policy does not affect your statutory consumer rights.
3. Conditions for Return
To be eligible for a return (whether under statutory rights or our voluntary policy), the wine rack, glass holder, or cabinet must meet the following conditions:
-
Unused and in the same condition as received.
-
In its original packaging and in a resalable condition.
-
Not assembled or installed — wine cabinets that have been assembled, installed, or had protective film removed cannot be returned unless faulty.
-
All accessories, keys, and instructions must be complete.
Important for wine storage products: As items are often large and bulky, you must take reasonable care of the product while it is in your possession. You may inspect the item in a reasonable manner (as you would in a shop), but if the value has been reduced due to handling beyond what is necessary to inspect its condition (e.g., scratches on a wooden rack), the refund may be adjusted where permitted by law.
4. Return Costs
4.1 Returns for Faulty, Damaged or Incorrect Items
If the return is necessary because of an error on our part (incorrect item sent, faulty goods, or damage upon delivery), we will cover the full cost of return transportation and issue a full refund.
This includes:
-
Incorrect item dispatched
-
Faulty or defective wine rack or cabinet
-
Damage sustained during transit (e.g., scratches, dents, breakage)
-
Items not as described
4.2 Returns for Change of Mind (Non-Fault)
If you are returning a wine rack or cabinet for personal reasons (change of mind, doesn't fit your space, etc.):
-
You are responsible for the return transportation costs.
-
We will arrange collection and deduct the cost from your refund, or you may arrange your own return with a specialist courier.
-
Wine cabinets that have been assembled cannot be returned for change of mind.
Important: Under UK law, for non-fault returns, the cost of returning the goods is normally borne by the consumer. We clearly communicate this cost structure to you.
5. Items Not Accepted for Return
The following items are not eligible for return or refund:
-
Items returned after the 14-day cancellation period or the 14-day voluntary return period (where applicable)
-
Assembled or installed wine cabinets (unless faulty)
-
Items that have been used, damaged, or altered (beyond reasonable inspection)
-
Items missing accessories, keys, or instructions
-
Items specifically made to your specifications or clearly personalised (bespoke wine racks)
6. Return Process
To request a return or refund, please contact our customer service team:
-
By Email: service@tuwine.com
-
By Phone: +44 20 8916 3371
Please provide:
-
Order number
-
Customer name
-
Product name
-
Delivery address
-
Reason for return
-
Photographs (especially for damaged or faulty items)
Our team will review your request and respond within 1 to 2 business days.
If your return is approved, we will provide:
-
A return address (or collection instructions for large items)
-
Detailed packaging and handling instructions for safe return transportation
7. Large Item Returns (Wine Cabinets & Racks)
For larger wine cabinets or floor-standing racks:
-
We will arrange collection rather than requiring you to post the item.
-
You are responsible for ensuring the item is securely packaged and ready for collection.
-
If the item is not accessible for collection (e.g., narrow staircases), additional charges may apply.
-
Collection charges may apply for non-fault returns.
Please note: Large wine cabinets cannot be returned if they have been assembled or installed, unless faulty.
8. Refund Timeline
Once we receive the returned item (or complete the collection), we will inspect it to confirm it meets the return conditions.
-
Refund processing time: We aim to process your refund within 3 business days of receiving the returned goods. In all cases, we will process your refund within 14 days as required by UK law.
-
Refund method: Refunds will be made to the original payment method used for your purchase (VISA or Mastercard).
-
Confirmation: You will receive an email confirmation once the refund has been processed.
9. Faulty or Damaged Items
If the wine rack, glass holder, or cabinet you receive is:
-
Faulty or damaged
-
Not as described
-
Not fit for purpose
Please contact us within 48 hours of delivery, providing clear photographs of the issue.
We will assess the issue and provide an appropriate remedy in accordance with UK consumer law, which may include:
-
Full refund
-
Replacement
-
Repair (where feasible)
-
Price reduction
Important: Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy. Goods must be as described, fit for purpose, and of satisfactory quality.
10. Order Cancellation (Before Dispatch)
If your order has not yet been processed and dispatched, you can request cancellation:
-
Please contact us as soon as possible.
-
If the order has not been packed or prepared for dispatch, we will cancel it and issue a full refund.
-
Orders that have already been dispatched cannot be cancelled and must follow the returns process above.
11. Delivery Charges and Refunds
Our standard UK delivery is free of charge.
-
As no standard delivery fee is charged, there is normally no delivery charge to deduct from or refund.
-
If you paid for a premium delivery service (where applicable), the delivery charge may be refundable in accordance with UK consumer law.
12. Statutory Rights and Legal Compliance
Nothing in this Returns & Refunds Policy limits or excludes your statutory consumer rights.
In particular, this policy does not affect rights relating to:
-
Faulty goods
-
Goods that are not as described
-
Goods that are not fit for purpose
-
Statutory cancellation rights under the Consumer Contracts Regulations
UK law does not allow businesses to remove consumers' legal rights through a returns policy.
13. Contact Us
If you have any questions about returns, exchanges, or this policy, please contact our customer service team:
TuWine
66 Westow St, London SE19 3RW, United Kingdom
-
Email: service@tuwine.com
-
Phone: +44 20 8916 3371
-
Business Hours: Monday to Friday, 9:00 AM to 5:00 PM (UK time)
14. Website Hosting Information
In accordance with legal requirements, we provide the following information about our website hosting provider:
-
Hosting Provider Name: SHOPLINE HOLDINGS LIMITED
-
Registered Address: 21/F, NAM WO HONG BUILDING, 148 WING LOK STREET, SHEUNG WAN, HONG KONG
-
Contact Number: +852-81207281
-
Email: support@shopline.com
15. Changes to This Returns Policy
TuWine reserves the right to update this Returns & Refunds Policy at any time. Any changes will be posted on this page and take effect immediately upon publication. We encourage you to review this page periodically for updates.
16. Governing Law
This Returns & Refunds Policy is governed by and construed in accordance with the laws of England and Wales. Any disputes relating to its interpretation or execution shall be subject to the exclusive jurisdiction of the courts of England and Wales.
17. Exchanges
We accept product exchanges within 14 days of delivery.
If you would like to exchange an item, please contact our customer service team within 14 days of receiving your order. The product must be unused, undamaged and returned in its original condition and packaging, where applicable.
Customers are responsible for contacting us before sending an item back. Please provide your order number and details of the item you wish to exchange.
Once we receive and inspect the returned product, we will arrange the exchange where the requested replacement is available. If the replacement item is unavailable, we may offer an alternative solution or refund in accordance with our Returns & Refunds Policy.
Any product that has been used, damaged after delivery, or returned without prior approval may not be eligible for exchange.
Last Updated: 28 August 2026
At TuWine (tuwine.com), we want our customers to shop with confidence. Our range includes premium wine racks, glass holders, and wine storage solutions.
This policy explains how returns, cancellations and refunds are handled for purchases made through our website, in compliance with UK consumer law.
1. Statutory Right to Cancel (Cooling-off Period)
Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving the goods without giving any reason (for distance sales).
-
The cancellation period ends 14 days after the day you (or a person you nominate) receive the goods.
-
You must notify us of your decision to cancel within this 14-day period.
-
You then have a further 14 days to return the goods to us.
This statutory right is in addition to our voluntary 14-day returns policy (see Section 2).
2. 14-Day Voluntary Returns
In addition to your statutory rights, we offer a 14-day return period for eligible wine storage purchases.
-
You may request a return within 14 days of receiving your order.
-
This applies to both change-of-mind returns and returns due to other non-fault reasons.
-
Our 14-day return policy does not affect your statutory consumer rights.
3. Conditions for Return
To be eligible for a return (whether under statutory rights or our voluntary policy), the wine rack, glass holder, or cabinet must meet the following conditions:
-
Unused and in the same condition as received.
-
In its original packaging and in a resalable condition.
-
Not assembled or installed — wine cabinets that have been assembled, installed, or had protective film removed cannot be returned unless faulty.
-
All accessories, keys, and instructions must be complete.
Important for wine storage products: As items are often large and bulky, you must take reasonable care of the product while it is in your possession. You may inspect the item in a reasonable manner (as you would in a shop), but if the value has been reduced due to handling beyond what is necessary to inspect its condition (e.g., scratches on a wooden rack), the refund may be adjusted where permitted by law.
4. Return Costs
4.1 Returns for Faulty, Damaged or Incorrect Items
If the return is necessary because of an error on our part (incorrect item sent, faulty goods, or damage upon delivery), we will cover the full cost of return transportation and issue a full refund.
This includes:
-
Incorrect item dispatched
-
Faulty or defective wine rack or cabinet
-
Damage sustained during transit (e.g., scratches, dents, breakage)
-
Items not as described
4.2 Returns for Change of Mind (Non-Fault)
If you are returning a wine rack or cabinet for personal reasons (change of mind, doesn't fit your space, etc.):
-
You are responsible for the return transportation costs.
-
We will arrange collection and deduct the cost from your refund, or you may arrange your own return with a specialist courier.
-
Wine cabinets that have been assembled cannot be returned for change of mind.
Important: Under UK law, for non-fault returns, the cost of returning the goods is normally borne by the consumer. We clearly communicate this cost structure to you.
5. Items Not Accepted for Return
The following items are not eligible for return or refund:
-
Items returned after the 14-day cancellation period or the 14-day voluntary return period (where applicable)
-
Assembled or installed wine cabinets (unless faulty)
-
Items that have been used, damaged, or altered (beyond reasonable inspection)
-
Items missing accessories, keys, or instructions
-
Items specifically made to your specifications or clearly personalised (bespoke wine racks)
6. Return Process
To request a return or refund, please contact our customer service team:
-
By Email: service@tuwine.com
-
By Phone: +44 20 8916 3371
Please provide:
-
Order number
-
Customer name
-
Product name
-
Delivery address
-
Reason for return
-
Photographs (especially for damaged or faulty items)
Our team will review your request and respond within 1 to 2 business days.
If your return is approved, we will provide:
-
A return address (or collection instructions for large items)
-
Detailed packaging and handling instructions for safe return transportation
7. Large Item Returns (Wine Cabinets & Racks)
For larger wine cabinets or floor-standing racks:
-
We will arrange collection rather than requiring you to post the item.
-
You are responsible for ensuring the item is securely packaged and ready for collection.
-
If the item is not accessible for collection (e.g., narrow staircases), additional charges may apply.
-
Collection charges may apply for non-fault returns.
Please note: Large wine cabinets cannot be returned if they have been assembled or installed, unless faulty.
8. Refund Timeline
Once we receive the returned item (or complete the collection), we will inspect it to confirm it meets the return conditions.
-
Refund processing time: We aim to process your refund within 3 business days of receiving the returned goods. In all cases, we will process your refund within 14 days as required by UK law.
-
Refund method: Refunds will be made to the original payment method used for your purchase (VISA or Mastercard).
-
Confirmation: You will receive an email confirmation once the refund has been processed.
9. Faulty or Damaged Items
If the wine rack, glass holder, or cabinet you receive is:
-
Faulty or damaged
-
Not as described
-
Not fit for purpose
Please contact us within 48 hours of delivery, providing clear photographs of the issue.
We will assess the issue and provide an appropriate remedy in accordance with UK consumer law, which may include:
-
Full refund
-
Replacement
-
Repair (where feasible)
-
Price reduction
Important: Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy. Goods must be as described, fit for purpose, and of satisfactory quality.
10. Order Cancellation (Before Dispatch)
If your order has not yet been processed and dispatched, you can request cancellation:
-
Please contact us as soon as possible.
-
If the order has not been packed or prepared for dispatch, we will cancel it and issue a full refund.
-
Orders that have already been dispatched cannot be cancelled and must follow the returns process above.
11. Delivery Charges and Refunds
Our standard UK delivery is free of charge.
-
As no standard delivery fee is charged, there is normally no delivery charge to deduct from or refund.
-
If you paid for a premium delivery service (where applicable), the delivery charge may be refundable in accordance with UK consumer law.
12. Statutory Rights and Legal Compliance
Nothing in this Returns & Refunds Policy limits or excludes your statutory consumer rights.
In particular, this policy does not affect rights relating to:
-
Faulty goods
-
Goods that are not as described
-
Goods that are not fit for purpose
-
Statutory cancellation rights under the Consumer Contracts Regulations
UK law does not allow businesses to remove consumers' legal rights through a returns policy.
13. Contact Us
If you have any questions about returns, exchanges, or this policy, please contact our customer service team:
TuWine
66 Westow St, London SE19 3RW, United Kingdom
-
Email: service@tuwine.com
-
Phone: +44 20 8916 3371
-
Business Hours: Monday to Friday, 9:00 AM to 5:00 PM (UK time)
14. Website Hosting Information
In accordance with legal requirements, we provide the following information about our website hosting provider:
-
Hosting Provider Name: SHOPLINE HOLDINGS LIMITED
-
Registered Address: 21/F, NAM WO HONG BUILDING, 148 WING LOK STREET, SHEUNG WAN, HONG KONG
-
Contact Number: +852-81207281
-
Email: support@shopline.com
15. Changes to This Returns Policy
TuWine reserves the right to update this Returns & Refunds Policy at any time. Any changes will be posted on this page and take effect immediately upon publication. We encourage you to review this page periodically for updates.
16. Governing Law
This Returns & Refunds Policy is governed by and construed in accordance with the laws of England and Wales. Any disputes relating to its interpretation or execution shall be subject to the exclusive jurisdiction of the courts of England and Wales.
17. Exchanges
We accept product exchanges within 14 days of delivery.
If you would like to exchange an item, please contact our customer service team within 14 days of receiving your order. The product must be unused, undamaged and returned in its original condition and packaging, where applicable.
Customers are responsible for contacting us before sending an item back. Please provide your order number and details of the item you wish to exchange.
Once we receive and inspect the returned product, we will arrange the exchange where the requested replacement is available. If the replacement item is unavailable, we may offer an alternative solution or refund in accordance with our Returns & Refunds Policy.
Any product that has been used, damaged after delivery, or returned without prior approval may not be eligible for exchange.
Delivery & Shipping Policy
Last Updated: 28 August 2026
At TuWine, we offer delivery across the United Kingdom on eligible wine rack, glass holder, and wine cabinet orders placed through our website. Our goal is to provide clear and transparent shipping information so you can make an informed purchase decision.
1. Delivery Areas
We currently offer delivery to addresses throughout the United Kingdom mainland.
We deliver to:
-
England (including the Scottish Borders)
-
Wales
-
Scotland (excluding the Highlands and Islands)
Please note: We do not currently deliver to:
-
Northern Ireland
-
The Channel Islands
-
The Isle of Man
-
Scottish Highlands and Islands
-
UK offshore islands
Important: Under UK advertising regulations, if we state delivery to "the UK," customers are entitled to assume this covers the whole UK, including all islands and the Scottish Highlands, unless we clearly state otherwise. This is why we specify our exact delivery areas above.
Please make sure that your delivery address is complete and accurate when placing your order, and inform us of any access restrictions (e.g., narrow staircases, limited parking) before delivery.
2. Delivery Cost
UK delivery is free for all eligible orders delivered within our specified delivery areas.
We do not charge an additional standard delivery fee.
Important: Under UK law, if there is no option for free collection, the displayed price of goods must include the delivery cost. Since we offer free delivery universally within our service area, our product prices reflect the total cost.
If you are located outside our standard delivery areas, please contact us before placing an order to discuss potential delivery options and associated costs.
3. Order Processing Time
All wine storage orders are carefully prepared and processed within 1 to 2 business days (Monday to Friday, excluding UK public holidays).
-
Order Cut-off Time: Orders placed before 2:00 PM (London time) on a business day will be processed and dispatched the same day.
-
Orders placed after the cut-off time will be processed on the next business day.
4. Delivery Time
-
Standard delivery timeframe: 7 to 15 business days (1 to 2 days processing + 7 to 15 days transit after dispatch).
This is an estimated delivery timeframe and may vary depending on:
-
Product availability
-
Order size and weight (especially for large wine cabinets)
-
Delivery location
-
Courier capacity
-
Seasonal peaks and public holidays
Once your order is dispatched, you will receive a tracking number by email to monitor its progress.
Legal compliance: Under UK law, goods must be delivered without undue delay and, unless otherwise agreed, within 30 days of the day after the order was placed. Our 7–15 day estimate is well within this legal requirement.
5. Delivery Confirmation
Once your order has been processed and dispatched, we will contact you using the details provided with your order. This will include:
-
A tracking number to monitor your delivery
-
Contact information for the delivery team (for larger items)
Please ensure that your telephone number and email address are correct.
6. Large Item Delivery (Wine Cabinets & Racks)
For larger wine cabinets or floor-standing racks, we use specialist delivery services:
-
Two-person delivery team for safe handling of bulky items
-
You will receive an estimated time slot and the driver will contact you before arrival
-
The driver will deliver to your doorstep or to the room of your choice (subject to access)
-
Wine cabinet installation and assembly is not included with our standard delivery service
Important: Please inspect your wine rack or cabinet upon delivery. If any issues are found, note them on the delivery receipt and contact us immediately within 48 hours.
7. Access and Delivery Requirements
Before placing an order, customers should ensure the wine rack or cabinet can be safely delivered to the property.
Please check the following:
-
Doorways and hallways
-
Staircases and stairwells
-
Lifts (size and weight capacity)
-
Corridors and turning spaces
-
Parking and access for a large delivery vehicle
-
Any other restrictions that may affect delivery
Customers are responsible for providing accurate delivery information and notifying us of any relevant access restrictions. Additional charges may apply if delivery fails due to access issues.
8. Failed Delivery and Returns of Large Items
If delivery is refused or cannot be completed, a collection charge may apply.
For large wine cabinets or racks, if delivery is refused or a collection is requested within 14 days of delivery (unless faulty or misdescribed), a non-refundable collection charge may apply.
Wine cabinets that have been assembled or installed cannot be returned unless faulty.
Please ensure you are available to accept delivery on the agreed date.
9. Delivery Delays
We aim to deliver orders within the stated 7–15 day timeframe. However, delivery may occasionally take longer due to circumstances outside our reasonable control, including:
-
Transport disruption
-
Severe weather
-
Supplier delays
-
Peak shipping periods
-
Other unforeseen circumstances
Where a significant delay occurs, we will make reasonable efforts to keep you informed.
Legal compliance: Under UK law, if we are unable to deliver within the agreed timeframe (or within 30 days, if no timeframe was agreed), we must inform you and reimburse any sums paid.
10. Delivery Problems (Damaged or Incorrect Items)
If your wine rack, glass holder, or cabinet arrives damaged, incorrect, or with another significant issue, please contact us as soon as possible—ideally within 48 hours of delivery.
Please provide:
-
Your order number
-
Your name
-
Photographs of the issue (especially for damaged items)
-
A description of the problem
We will review the issue and advise you on the appropriate next steps in accordance with your consumer rights.
11. Contact Us
TuWine
66 Westow St, London SE19 3RW, United Kingdom
-
Email: service@tuwine.com
-
Phone: +44 20 8916 3371
-
Business Hours: Monday to Friday, 9:00 AM to 5:00 PM (UK time)
12. Website Hosting Information
In accordance with legal requirements, we provide the following information about our website hosting provider:
-
Hosting Provider Name: SHOPLINE HOLDINGS LIMITED
-
Registered Address: 21/F, NAM WO HONG BUILDING, 148 WING LOK STREET, SHEUNG WAN, HONG KONG
-
Contact Number: +852-81207281
-
Email: support@shopline.com
13. Changes to This Delivery Policy
TuWine reserves the right to update this Delivery Policy at any time. Any changes will be posted on this page and take effect immediately upon publication. We encourage you to review this page periodically.
This Delivery Policy is governed by and construed in accordance with the laws of England and Wales. Any disputes relating to its interpretation or execution shall be subject to the exclusive jurisdiction of the courts of England and Wales.
Last Updated: 28 August 2026
At TuWine, we offer delivery across the United Kingdom on eligible wine rack, glass holder, and wine cabinet orders placed through our website. Our goal is to provide clear and transparent shipping information so you can make an informed purchase decision.
1. Delivery Areas
We currently offer delivery to addresses throughout the United Kingdom mainland.
We deliver to:
-
England (including the Scottish Borders)
-
Wales
-
Scotland (excluding the Highlands and Islands)
Please note: We do not currently deliver to:
-
Northern Ireland
-
The Channel Islands
-
The Isle of Man
-
Scottish Highlands and Islands
-
UK offshore islands
Important: Under UK advertising regulations, if we state delivery to "the UK," customers are entitled to assume this covers the whole UK, including all islands and the Scottish Highlands, unless we clearly state otherwise. This is why we specify our exact delivery areas above.
Please make sure that your delivery address is complete and accurate when placing your order, and inform us of any access restrictions (e.g., narrow staircases, limited parking) before delivery.
2. Delivery Cost
UK delivery is free for all eligible orders delivered within our specified delivery areas.
We do not charge an additional standard delivery fee.
Important: Under UK law, if there is no option for free collection, the displayed price of goods must include the delivery cost. Since we offer free delivery universally within our service area, our product prices reflect the total cost.
If you are located outside our standard delivery areas, please contact us before placing an order to discuss potential delivery options and associated costs.
3. Order Processing Time
All wine storage orders are carefully prepared and processed within 1 to 2 business days (Monday to Friday, excluding UK public holidays).
-
Order Cut-off Time: Orders placed before 2:00 PM (London time) on a business day will be processed and dispatched the same day.
-
Orders placed after the cut-off time will be processed on the next business day.
4. Delivery Time
-
Standard delivery timeframe: 7 to 15 business days (1 to 2 days processing + 7 to 15 days transit after dispatch).
This is an estimated delivery timeframe and may vary depending on:
-
Product availability
-
Order size and weight (especially for large wine cabinets)
-
Delivery location
-
Courier capacity
-
Seasonal peaks and public holidays
Once your order is dispatched, you will receive a tracking number by email to monitor its progress.
Legal compliance: Under UK law, goods must be delivered without undue delay and, unless otherwise agreed, within 30 days of the day after the order was placed. Our 7–15 day estimate is well within this legal requirement.
5. Delivery Confirmation
Once your order has been processed and dispatched, we will contact you using the details provided with your order. This will include:
-
A tracking number to monitor your delivery
-
Contact information for the delivery team (for larger items)
Please ensure that your telephone number and email address are correct.
6. Large Item Delivery (Wine Cabinets & Racks)
For larger wine cabinets or floor-standing racks, we use specialist delivery services:
-
Two-person delivery team for safe handling of bulky items
-
You will receive an estimated time slot and the driver will contact you before arrival
-
The driver will deliver to your doorstep or to the room of your choice (subject to access)
-
Wine cabinet installation and assembly is not included with our standard delivery service
Important: Please inspect your wine rack or cabinet upon delivery. If any issues are found, note them on the delivery receipt and contact us immediately within 48 hours.
7. Access and Delivery Requirements
Before placing an order, customers should ensure the wine rack or cabinet can be safely delivered to the property.
Please check the following:
-
Doorways and hallways
-
Staircases and stairwells
-
Lifts (size and weight capacity)
-
Corridors and turning spaces
-
Parking and access for a large delivery vehicle
-
Any other restrictions that may affect delivery
Customers are responsible for providing accurate delivery information and notifying us of any relevant access restrictions. Additional charges may apply if delivery fails due to access issues.
8. Failed Delivery and Returns of Large Items
If delivery is refused or cannot be completed, a collection charge may apply.
For large wine cabinets or racks, if delivery is refused or a collection is requested within 14 days of delivery (unless faulty or misdescribed), a non-refundable collection charge may apply.
Wine cabinets that have been assembled or installed cannot be returned unless faulty.
Please ensure you are available to accept delivery on the agreed date.
9. Delivery Delays
We aim to deliver orders within the stated 7–15 day timeframe. However, delivery may occasionally take longer due to circumstances outside our reasonable control, including:
-
Transport disruption
-
Severe weather
-
Supplier delays
-
Peak shipping periods
-
Other unforeseen circumstances
Where a significant delay occurs, we will make reasonable efforts to keep you informed.
Legal compliance: Under UK law, if we are unable to deliver within the agreed timeframe (or within 30 days, if no timeframe was agreed), we must inform you and reimburse any sums paid.
10. Delivery Problems (Damaged or Incorrect Items)
If your wine rack, glass holder, or cabinet arrives damaged, incorrect, or with another significant issue, please contact us as soon as possible—ideally within 48 hours of delivery.
Please provide:
-
Your order number
-
Your name
-
Photographs of the issue (especially for damaged items)
-
A description of the problem
We will review the issue and advise you on the appropriate next steps in accordance with your consumer rights.
11. Contact Us
TuWine
66 Westow St, London SE19 3RW, United Kingdom
-
Email: service@tuwine.com
-
Phone: +44 20 8916 3371
-
Business Hours: Monday to Friday, 9:00 AM to 5:00 PM (UK time)
12. Website Hosting Information
In accordance with legal requirements, we provide the following information about our website hosting provider:
-
Hosting Provider Name: SHOPLINE HOLDINGS LIMITED
-
Registered Address: 21/F, NAM WO HONG BUILDING, 148 WING LOK STREET, SHEUNG WAN, HONG KONG
-
Contact Number: +852-81207281
-
Email: support@shopline.com
13. Changes to This Delivery Policy
TuWine reserves the right to update this Delivery Policy at any time. Any changes will be posted on this page and take effect immediately upon publication. We encourage you to review this page periodically.
This Delivery Policy is governed by and construed in accordance with the laws of England and Wales. Any disputes relating to its interpretation or execution shall be subject to the exclusive jurisdiction of the courts of England and Wales.
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