How do I cancel or return an order?

If you need to cancel your order please contact us via our Live Chat services which are open from 8am-10pm everyday (you'll find the chat on our help pages) or click directly on the returns link. We will do our best to stop your order, but if it's too late you'll need to return your order once you've received it.

You may cancel a purchase for any reason whatsoever at any time, up to 14 calender days from the day after the date you receive your order, provided all of the products are unopened, intact and have been stored appropriately whilst in your care. If you'd like to return any items, please complete the returns form on our site, you'll then receive an email with a returns label and next steps.

If your return is due to an incorrect or damaged item, please contact us so we can look into this for you.

Orders that have been made using Avios only will be reimbursed through the crediting of Avios back to your Executive Club account. Orders that have been paid for using a combination of Avios and cash will be refunded. Please allow 7 days for your Avios to be re-credited to your account.

If you have placed an order with a cash payment method, any Avios earned on products returned will be removed from you Executive Club Account.

How do I change or amend my order details?

If your order hasn't left our warehouse yet we may be able to change delivery address details, remove items from your order or cancel it completely. Please contact us via our Live Chat services which are open from 8am-10pm everyday, you'll find the chat on our help pages.

Problems online

Should you encounter a problem when ordering online, please contact us via our Live Chat services which are open from 8am-10pm everyday, you'll find the chat on our help pages.

Our team may ask you for any error messages received or details of your browser to help resolve the issue for you.

How do substitutions work?

In the rare situation we encounter an availability issue, we will get in touch to let you know about any shortages and discuss a suitable replacement product with you to enable your order to be processed.

I would like to return some of the wine I have bought, is this possible?

You may cancel a purchase for any reason whatsoever at any time up to 14 calendar days from the day after the date you receive your order, provided all of the products are unopened, intact and have been stored appropriately whilst in your care. If you'd like to return any items, please complete the returns form on our site, you'll then receive an email with a returns label to print and next steps. The cost of returns and arrangement of courier is your responsibility

If your return is due to an incorrect or damaged item, please contact us so we can look into this for you.

Orders that have been paid for using Avios only will be reimbursed through the crediting of Avios back to your Executive Club account. Orders that have been paid for using a combination of Avios and cash will be refunded. Please allow 14 days for your Avios to be re-credited to your account.

If you have placed an order with a cash payment method, any Avios earned on products returned will be removed from your Executive Club Account.

What payment methods do you accept online?

We accept all major credit and debit cards - Visa, Mastercard and American Express. Please make sure your billing address matches the address your bank holds or we may be unable to process your payment.

How do I use my Avios to pay for my order?

You can choose to pay for your order using your available Avios balance either in full or in part. The total Avios required will be shown in your order summary and debited immediately upon placing an order.

I am ordering from Scotland. How does that affect my order?

The Alcohol (Scotland) Act 2010, which came into force on 1 October 2011, disallows any alcohol promotion offering customers a discount for buying multiple products in Scottish stores whilst the Alcohol (Minimum Pricing) (Scotland) Act 2012 sets a minimum price of 50 pence per unit for all alcoholic beverages sold in Scotland. The Alcohol (Minimum Pricing) (Scotland) Act 2012 which came into force on 1 May 2018 sets a minimum unit price of 50 pence for all alcoholic beverages sold in Scotland.

So that all our customers can benefit from the same competitive pricing, wherever a multi-buy price is offered in England and Wales, this will be the single-bottle price we charge in Scotland, unless such a price is beneath the minimum price threshold as outlined by the Alcohol (Minimum Pricing) (Scotland) Act 2012, in such cases the price will automatically be changed to reflect the minimum legal price in Scotland.

I can’t remember my British Airways Executive Club Membership Number or log in details

You'll find your British Airways Executive Club Membership number within any emails you have received from "British Airways Executive Club".

You can also find the membership number when you log in. You can find more support here (https://www.britishairways.com/travel/loghlp/public/en_gb)

How long will it take for my Avios to be credited to my account

In most cases your Avios will reach your account instantly, however may take up to 30 days. If you haven't received your Avios within 30 days of placing your order, please raise a missing Avios query here so we can look into this for you. (LINK TO FORM, Q- will this be via web chat/zendesk?)

I have received my order but my Avios aren't yet showing on my statement as a credit

Please allow 30 days after you place your order to receive your Avios, if you do not receive your Avios after this time, please raise a query here so we can look into this for you.

I want to use my Avios for my Subscription

We're working on bringing Avios redemption to our subscriptions. We'll let you know as soon as it's available.

Where else can I collect Avios points?

You can grow your Avios balance with a wide range of partners, you can find out more here: https://www.britishairways.com/en-gb/executive-club/collecting-avios

You can also earn Avios when you shop online at https://www.shopping.ba.com/

REDEMPTION

I think my Avios have been used to purchase products on the wine flyer without my permission

If you have noticed a transaction that was not made by you, please contact us here so we can look into this further.

Forgotten Password

Please click on the Forgotten Password link on the log-in screen.

Add/Edit Billing/delivery address

You can add or edit your address in the "my account" section once you're logged in. You can log in here

Change Password

Once you have logged-in you'll see the link to your account at the top right of the website.

Hover over the link and select "Change password" from the drop-down list of options

Enter your current password and then your new password in the fields provided.

Confirm your new password in the final field and then click on the ""Confirm"" button."

Change Communication Preferences

DISCUSSION POINT KLAVIYO INGESTION REQUIRED

Once you have logged-in you'll see the link to your account at the top right of the website.

Hover over the link and select "Contact methods" from the drop-down list of options

Use the sliders to select which communication methods you would like us to use to keep in touch with you.

If you choose not to receive any communications from us we will still contact you when necessary for the functioning of your account, e.g. Order confirmation and delivery notifications.

ADD SPECIFICS CONCERNING RIGHT TO BE FORGOTTEN / PTM FOR TWF and SPECIFICALLY BA"

Why do I have to log into my ba.com account

To provide you with the most seamless online experience and enable you to collect and spend your Avios on The Wine Flyer we have created a simplified log in by enabling you to use your British Airways Executive Club log in credentials.

Why do I have to pass through Multi Factor Authentication?

We take the protection of your personal and account information seriously, and want to be sure your Avios balance is safe. We use multi factor authentication linked to your Executive Club account to verify your credentials.

What is your data protection and privacy policy?

You can view our data protection and privacy policy here

How do you look after my details?

Your details are in safe hands you can view how by reading through our Privacy Policy

How do I contact customer service?

Please contact us via our Live Chat services which are open from 8am-10pm everyday, you'll find the chat on our help pages..

How can I make a complaint?

Please contact us via our Live Chat services which are open from 8am-10pm everyday, you'll find the chat on our help pages..

Escalating a complaint

If after contacting us you feel we still haven't resolved your complaint satisfactorily, please email or write to our Head of Customer Service at Email: tbd