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