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Customer Support

There are over 1,000 wines available on the The British Airways Wine Club site. With numerous awards for customer service - we are the best place to buy wine online. Below are a few pointers to help get you started ... remember, if you're really stuck you can always call us on 03330 142 757.

Christmas Delivery

For delivery before Christmas, order by:

Standard Delivery

Monday 21st December

Named/next day delivery

Tuesday 22nd December 2pm

Offshore islands, Northern Ireland, Scottish Highlands and some other areas of Scotland. Postcode Areas: AB, BT, DD8-11, HS, IM, IV1-23, IV25-27, IV30-32, IV36, IV40-56, KA27-28, KW1-3, KW5-17, PA20-49, PA60-PA78, PH19-26, PH30-44, PH49-50, TR21-25, ZE

Monday 14th December

Most common questions

Where do you deliver to?
You can arrange to have your wine delivered to any UK address (excluding the Channel Islands). Unfortunately we are not able to deliver to PO Boxes or to BFPO addresses.
How long does Standard Delivery take?
We will deliver your order within three working days, although delivery to the Scottish Highlands, some other areas of Scotland, Northern Ireland and offshore islands can take an extra few days.

(Please allow a few extra days for delivery to addresses with post codes AB, BT, DD8-11, HS, IM, IV1-23, IV25-27, IV30-32, IV36, IV40-56, KA27-28, KW1-3, KW5-17, PA20-49, PA60-78, PH19-26, PH30-44, PH49-50, TR21-25, ZE.)

It should also be noted that Bank Holidays can add a day or two to delivery times. We will send you an email when your order has been despatched and you can check its progress online in Your Account.
Can I choose a day for delivery?
You can choose a specific date (Monday to Saturday) for your delivery during checkout. You can select a day up to three weeks in advance.

Delivery is charged at £8.99 for delivery Monday to Saturday. This is per address, regardless of how many cases are being sent.

We can deliver on the next working day if you order before 2:00pm (or on Saturday if you order before 2:00pm on Friday).

Unfortunately, we cannot offer this service for delivery to the Highlands, some other areas of Scotland, islands and Northern Ireland. The following post codes do not have the option of next day delivery: AB, BT, DD8-11, HS, IM, IV1-23, IV25-27, IV30-32, IV36, IV40-56, KA27-28, KW1-3, KW5-17, PA20-49, PA60-78, PH19-26, PH30-44, PH49-50, TR21-25, ZE.

Please include delivery instructions with a safe place your wine could be left if you are likely to be out when the order is delivered.
Where will you leave my order?
When you choose your delivery address, we ask you to specify a safe place that the wines can be left, even if no-one is at home.

You can select one of the options from the drop down box or specify your own; places like garden sheds, unlocked garages, greenhouses and lean-tos for example. Alternatively you could request that your wines are left with a neighbour.

Your safe place should be easily accessible, sheltered from the elements and concealed from public view. Our carriers will leave a card to let you know where they have left your wine.
Why are my cases sometimes despatched separately?
In order to ensure that you receive the wine on your order as quickly as possible we despatch each case as and when it is ready. This means that orders for more than one case may be delivered separately. Please do not be alarmed if this happens, it should mean that the rest of the order is not far behind. You can check the progress of each case in the Order History area of Your Account when signed in to the site.
How do I redeem my vouchers?
If you have a voucher you can discount it from the total order value by entering the voucher code into the box at the payment screen and then clicking on 'redeem'. Your voucher code will be easy to find and will be on the voucher. If you're having any difficulty redeeming your voucher just give us a call on 03330 142 757 or contact us and we'll be happy to help.
How do I contact Laithwaites?

Online: You can contact us with any query using our online form.

By telephone:
Order Line: 03330 142 759
General Customer Support: 03330 142 757

Phone Lines Open
Weekdays: 8:00am - 9:00pm
Weekends: 8:00am - 8:00pm

By post:
Laithwaites Customer Services
One Waterside Drive
Arlington Business Park
Theale
Berkshire
RG7 4SW

Wine Advice

How do I search for wine online?
You can easily search our online cellars by entering in your search term directly into the Search box or selecting one of the options on the left hand side of the screen. The number of wines in each section is then indicated in brackets, to help you narrow down your search. You can even use our food match option to select the perfect companion to the food you wish to serve. If you know the code for the wine you're searching for, you can enter this in the Search box (without any gaps).
How do I know which wines to choose?
If you're having trouble choosing you might find our recommendations useful. Our latest offers and mixed cases can be seen on our homepageIf you're after a real bargain you could try looking at our customer favourites or bin end offers.
I need help choosing – who can I talk to?
If you still can't decide, or you want some expert guidance, we have a team of wine advisers who like nothing more than talking to our customers about wine. You can give us a call on 03330 142 757 and one of our enthusiastic experts will happily make a personal recommendation based on your own tastes. Alternatively you could send us an email using the contact us form and one of our qualified wine advisers will contact you.
Do you offer personal recommendations online?
If you've ordered from us before we'll recommend some wines for you every time you sign in to your online account. Our recommendations will be based on the wines that you've enjoyed in the past. You will be able to log your favourites and write your own reviews in your account so you need never forget the name of your discoveries or why you loved them.
What is Quick Order?
If you've seen something in one of our catalogues you can enter the sales code (without any spaces e.g. C3967700) into the Quick order box on the homepage. If you know the codes for all of the cases in your order , simply click on Quick Order (at the top of the screen) and your basket will be full in no time at all!

Shopping with us

The Laithwaites Guarantee
As we're so confident about all of our wines we are happy to replace any wines that you don't enjoy, or offer a refund where appropriate. If you don't enjoy any of the wines or you suspect that they may be affected by a quality issue please contact us. One of our friendly wine advisers will be more than happy to discuss the wines and resolve the matter to your full satisfaction.
What is your returns policy?
Should you need to return any wine to us you should contact us to arrange a collection. We usually collect within four days of the collection being requested. If you need to be refunded for the case we will ensure that this happens when the collection is arranged. If you have any queries about a refund please contact us.

Gifts and Vouchers

Can I personalise my order?
Yes - you will be able to add a brief message to the outside of the case.
How do I redeem my vouchers?
If you have a voucher you can discount it from the total order value by entering the voucher code into the box at the payment screen and then clicking on 'redeem'. Your voucher code will be easy to find and will be on the voucher. If you're having any difficulty redeeming your voucher just give us a call on 03330 142 757 or contact us and we'll be happy to help.
My voucher is for FREE wine, how does that work?
If you have a voucher that entitles you to free wine you should NOT enter the voucher code into the voucher code box at payment. As long as you are signed into the site with your customer number (sign in/register) any free wine that you are entitled to should automatically add to your basket. To check this, please click on 'View basket' at the top of your screen and you should see the wines listed. If this does not happen or you are not sure if the wines have added please contact us with all of the details and we will ensure that your free wine is added to your order.
Do you accept Leisure Vouchers?
We do accept Leisure Vouchers as payment for wine orders; however it is not possible to redeem these online. Please contact us and we will send you an order form with guidelines on how to redeem your Leisure Vouchers.

Membership Otions

What is Premiere membership?
Every Premiere Member receives two free bottles with every 12 (or more) bottles that are ordered. These wines (one red and one white) are specially selected each month by our wine buyers and they will be worth at least £12 each time. It's a great way for you to try wines that you otherwise wouldn't have ordered.
Is there a fee for Premiere membership?
The annual Membership fee for the Premiere service is £30.

Wine Plans

What is a wine plan?
Our Wine Plans are a great way to learn about wine and a hassle-free way to make your wine purchases. We will regularly reserve a case of wine for you (normally every quarter). The case will be a mix of our latest exciting discoveries and wines that are perfect for that time of year.
Can I specify my preference?
The plans are very flexible and when we send details of the case that we've reserved you can make changes to the case ... for example, if you don't like Australian Chardonnay and would prefer a Chilean Sauvignon Blanc contact us and we'll happily make the arrangements for you. If you're going away and don't want the case to arrive until you get back contact us and we'll make sure that the case is delivered at your convenience. The cases can be mixed, red only or white only. We have a team dedicated to our Wine Plan customers who can be reached on 03330 142 757 or you can send us an email using the contact us form. If you are happy with the case that we have reserved for you it will be delivered to your door and charged automatically.

Sign in/Register

I've shopped here before, what do I do?
If you have already shopped online with us, simply sign in using your email address or Customer Number and the password you chose. If you have forgotten your password you can click on 'forgotten your password?' and we will email a new one to you (you can change this at any time in Your Account). Should you no longer have access to the email address that is registered on Your Account or have any problems signing in please call our friendly web support team on 03330 142 757 or contact us.
I'm new to Laithwaites, what do I do?
You will need to set up an account – it will only take a couple of minutes and you only need to do this once. Simply select "I'm a new customer", enter your email address and then choose a password. If you are on your way to the Checkout you will need to enter your billing address details. You can then enter different delivery addresses if you wish.
How do I know my order's gone through?
As well as thanking you for your order on screen, you can also view (or print) your order from the same place – look for the "View my order" button. In addition, we email you (to the address specified) with confirmation of your order.

Your Account

How do I access my account?
Simply click on "Your Account" in the main horizontal navigation menu or "sign-in" at the top of the screen. You will be prompted to log in using your email address (or Customer Number) and the password you chose when you set up your online account.
Why do I need to sign-in?
Once we know who you are, we can tailor your view of our homepage to tell you about some offers we personally recommend for you. We can also then present you with your Order history details, any wines you have marked as favourites, wines you may have reviewed and Your Account information.
How do I keep track of my favourites?
You can only add a wine to your favourites when you are signed in. All you need to do is find the wine on the site and next to our description of the wine you should click on the icon which says 'Add to Favourites'. From the 'Your Account' section, you can click on Your Favourites at any time and see the list you have compiled. If you wish to remove a wine from your favourites simply view your favourites list and click on the dustbin icon underneath the relevant wine to delete it.
Can I comment on any of the wines?
We encourage you to review the wines you have sampled but you will need to be signed in. Simply find the wine you wish to comment on and click on the icon next to our description of the wine labelled 'Write Review'. You have 500 characters to express your opinion and you just need to click on submit. You may choose if you wish for your review to be kept private or if selected, published online for other customers to view.

Order Queries

What do I do if I make a mistake?
If you make a mistake when placing your order we recommend that you call us as soon as possible on 03330 142 757 (we are open between 8am and 9pm Monday to Friday and 8am to 8pm at the weekend).
How can I check where my order is?
We will send you an email when the order has been despatched.You can check the progress of your order online if you sign in and go to Your Account, where our online tracking facility will tell you where your wine is. The order should be with you within 3 working days (allowing an extra few days for the Scottish Highlands, some other areas of Scotland, Northern Ireland and off-shore islands), but please remember that Bank Holidays and Christmas can add a few days.
Why are my cases sometimes despatched separately?
In order to ensure that you receive the wine on your order as quickly as possible we despatch each case as and when it is ready. This means that orders for more than one case may be delivered separately. Please do not be alarmed if this happens, it should mean that the rest of the order is not far behind. You can check the progress of each case in the Order History area of Your Account when signed in to the site.

Delivery options and Promise

Where do you deliver to?
You can arrange to have your wine delivered to any UK address (excluding the Channel Islands). Unfortunately we are not able to deliver to PO Boxes or to BFPO addresses.
How much does Standard Delivery cost?
Our delivery charge is £7.99 per address, regardless of how many cases are being sent.
How long does Standard Delivery take?
We will deliver your order within a three working days, although delivery to the Scottish islands, some other areas of Scotland, Northern Ireland and offshore islands can take an extra few days.

(Please allow a few extra days for delivery to addresses with post codes AB, BT, DD8-11, HS, IM, IV1-23, IV25-27, IV30-32, IV36, IV40-56, KA27-28, KW1-3, KW5-17, PA20-49, PA60-78, PH19-26, PH30-44, PH49-50, TR21-25, ZE.)

It should also be noted that Bank Holidays can add a day or two to delivery times. We will send you an email when your order has been despatched and you can check its progress online in Your Account.
Can I choose a day for delivery?
You can choose a specific date (Monday to Saturday) for your delivery during checkout. You can select a day up to three weeks in advance.

Delivery is charged at £8.99 for delivery Monday to Saturday. This is per address, regardless of how many cases are being sent.

We can deliver on the next working day if you order before 2:00pm (or on Saturday if you order before 2:00pm on Friday).

Unfortunately, we cannot offer this service for delivery to the Highlands, some other areas of Scotland, islands and Northern Ireland. The following post codes do not have the option of next day delivery: AB, BT, DD8-11, HS, IM, IV1-23, IV25-27, IV30-32, IV36, IV40-56, KA27-28, KW1-3, KW5-17, PA20-49, PA60-78, PH19-26, PH30-44, PH49-50, TR21-25, ZE.

Please include delivery instructions with a safe place your wine could be left if you are likely to be out when the order is delivered.
Can I choose a time slot for delivery?
Choose a morning delivery (7am to 12 noon).

Delivery is charged at £9.99, this is per address, regardless of how many cases are being sent.

Order before 2:00pm on a weekday for delivery next working day (2:00pm on Friday for delivery on Saturday).

You can place you order up to 3 weeks in advance of your desired delivery date.

Unfortunately, we cannot offer a named day delivery service to some offshore islands, Northern Ireland, the Scottish Highlands and some other areas of Scotland. The following post codes do not have the option of next day delivery: AB, BT, DD8-11, HS, IM, IV1-23, IV25-27, IV30-32, IV36, IV40-56, KA27-28, KW1-3, KW5-17, PA20-49, PA60-78, PH19-26, PH30-44, PH49-50, TR21-25, ZE.

Please include delivery instructions with a safe place your wine could be left if you are likely to be out when the order is delivered.
Where will you leave my order?
When you choose your delivery address, we ask you to specify a safe place that the wines can be left, even if no-one is at home.

You can select one of the options from the drop down box or specify your own; places like garden sheds, unlocked garages, greenhouses and lean-tos for example. Alternatively you could request that your wines are left with a neighbour.

Your safe place should be easily accessible, sheltered from the elements and concealed from public view. Our carriers will leave a card to let you know where they have left your wine.
What if I don't have a safe place for delivery?
If you have no safe place for the wine to be left you can select the option 'No Safe Place – Signature Required'. Selecting this option can mean that the delivery will take longer – especially if there is a good chance that no-one will be at home when our carrier tries to deliver (we deliver Monday to Friday 9am to 6pm with Saturday delivery available if you choose a delivery date). Our carriers will leave a card if they do not find anyone at home. You will be able to call the number on the card and our carriers will tell you when they will try again. Unfortunately, you will not be able to collect the case from the carrier's depot.
What if my wine still hasn't been delivered?
If you have placed an order and you have not received it within three working days please consult order queries section or alternatively contact us and we will seek to rectify the situation as soon as possible.

Payment Options and security

Which cards do you accept?
We accept any of the following credit or debit cards:
  • Maestro (Switch)
  • Visa
  • MasterCard
  • Diners
  • Connect
  • American Express
What if I have a credit note?
Credit notes cannot be automatically applied when placing your order online. If you place your order and then email us with the details of the credit note using the contact us page we will happily apply the discount to your order.
How secure is your site?
Our online secure system is certified by Verisign and you can enter your card details in complete confidence. Every page that contains any of your details will display the yellow padlock in the bottom right hand corner of your browser and the web address will begin https://. If you right click with your mouse button on any of the secure pages and select 'properties' you will be able to view our security certificate.
How secure are my details?
We work with the major banks to ensure your card details are as secure as possible. As such, you may be prompted, when purchasing on our site, to provide some additional authentication that your bank will ask for. This appears after the payment page and depending on the card type you are using, may advertise one of the following logos:



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