Help

OK, so you need some help with the ar-emporia services? You're in the right place!
Below are some of the most common questions people ask. Please review the answers before contacting our customer services team. You can also read how we protect your information in the Security & Privacy Statement, please read our Terms & Conditions of using our services.

• How do I find a particular bottle?
• Ordering instructions
• How soon will I receive my order?
• How is delivery calculated?
• How can I order from you if I do not want to order online?
• How can I check on the status of my order?
• If I order online, how can I be sure my credit card information is secure?
• What Credit Cards do you accept?
• How do I order if I am a trade customer?
  

How do I find a particular bottle?

If you know what you are looking for then probably the quickest way of finding it is just to type in a key word into the “Quick Search” and press “GO” (For example, type “Cloudy” to find Cloudy Bay Sauvignon Blanc). Alternatively, if you know only a few specific details then click the links on the left hand side of the page to find the category of product you want (For example, sticking with Cloudy Bay, Click “White” then choose “New Zealand” and then scroll down to find Cloudy Bay.

Having found the wine you want, you can often get more info by clicking 'more detail >>' and there you'll find stuff about the producer, how it was made, as well as food matches. More details about food matching can also be found at “Chef”

Ordering instructions
Navigate to the products you’re interested in by using the quick search or the links in the left hand menu as described above, then click on the product you want to buy by selecting 1 bottle, 6 bottles or 12 bottles (don’t worry, you can alter the amount of bottles at any time up until you come to pay for them). Click the 'Add to Basket' next to the item you want. You will notice that the “Basket” at the top left of the page will now reflect the current total of your order. To carry on shopping just select a product type from the left hand menu again.

If you want to take a look at what is in your basket at any point, just click on “Basket” at the top left of the page and you will see a list of your chosen products, the quantities of each, their cost and a running total of what you have spent so far. You can increase or decrease the number of bottles that you have ordered of any particular product at this point. Simply alter the quantity in the quantity box and click “update”. The Basket total will adjust to show your new total. The free delivery calculator will also show you how far away you are from qualifying for free delivery.

To carry on shopping, just select a product type from the left hand menu again and carry on.

When you have selected all the items that you wish to purchase, go to “Checkout” or click “Proceed to Checkout” if you are already in “Basket”. This will take you the “Customer Registration” screen.
If you have not ordered from us before you will need to let us have your details by clicking “Register Now”. There is nothing sinister here, but we will obviously need to know where you want your order sent, where you would like the receipt sent (if different) and a phone number in case we need to contact you about your order. The “Login Information” section on the bottom of this form means that you will only be asked to complete this form once and we will remember you from now on.
If you have shopped with us before, simply enter your email address and your password and you will go straight through to being asked to confirm the delivery details.

If, like thousands of people, you cannot remember what password you originally gave us, don’t worry. Simply click “Forgotten Password!” and fill in your email address and the system will send you your original password in a clearly branded email within a couple of seconds.

The system remembers the address you gave us for delivery but allows you to enter a different address if you prefer (say if you are sending an order as a gift to someone). Having confirmed the delivery address, click “Proceed to Checkout”. Here you will see the final details of your order. You can still amend the quantities in your order by going back to “Basket” and altering a quantity and clicking “Update”. Navigate your way back by clicking “Checkout” and go through the screens back to where you were.

You can also change the billing address at this point by clicking “Edit”.

If you are happy with everything, click “Make Payment” on the bottom right of the page.

Fill in your card details and click “Place Order”.

You will be thanked for your order and given an order reference number. Will also email this to you so that you can file it in a safe place.

How soon will I receive my order?
Items will be shipped via courier 1 to 3 business days from the date of purchase. Generally most purchases will be received within 3 to 7 business days.

How is delivery calculated?
All the prices shown are inclusive of VAT, currently 17.5%. There are no shipping costs added to orders delivered UK mainland over £100 to single address, orders below this level will have a £10 delivery charge added.

How can I order from you if I do not want to order online?
Please visit our wine shop and cellars at Arthur Rackham emporia, 216 London Road, Guildford where we will be delighted to meet you and serve you, or call them directly to discuss your requirements on 0870 870 1110.

How can I check on the status of my order?
You can email us at any time at “Contact Us” and we will be pleased to give you an update on your order.

If I order online, how can I be sure my credit card information is secure?
The area of the ar-emporia website that accepts your credit card number operates within 128 bit encryption provided by our web host and a Security Certificate provided by (Geotrust) being that our web host provides the security, the URL should read https://secure.hosts.co.uk/~are-emporia.com.
Note that the URL begins with 'https' instead of 'http', and a lock symbol should appear somewhere in the bottom portion of your browser to indicate that the transaction is secure. See our security page for more details.

What Credit Cards do you accept?
We accept all major Credit Cards.

How do I order if I am a trade customer?
Arthur Rackham emporia are a specialist supplier to leading bars and restaurants and we have a dedicated section for servicing existing and new account customers. Click on Contact Us to place an order if you are an existing customer or wish to open a trade account.