FAQs: wine subscriptions, delivery & customer support
Curious about how Ourglass works?
From subscription mechanics to wine curation, from delivery questions to cancellation policies – we've gathered everything here.
Precision, not puffery.
A flexible way to explore serious bottles with no lock-in commitment.
Monthly, bi-monthly or entirely on your own terms.
Yes, it is simple to manage your subscription around life’s changes.
Log in any time to adjust wine types, timing or delivery frequency.
Expect benchmark bottles that combine diversity, depth and regional character.
Every bottle is tasted and debated by our team before it makes the cut.
Our selection is highly curated, not bulk-sourced, with real insight behind each bottle, and connection with the people who made it.
Yes, and your feedback shapes future deliveries without relying on algorithms.
Yes, real experts are on hand to guide your choices if you want them.
Clear tiers starting from £50 with no hidden charges.
Yes, loyalty benefits include savings, limited releases and more.
All major cards are accepted via a secure and encrypted system.
Yes, with thoughtful packaging and flexible customisation options.
The recipient receives a personalised message and sets up delivery when ready.
We use tracked courier services with packaging designed for safety and freshness.
You can arrange redelivery or safe place options via our delivery partners, DPD and Parcelforce.
Yes, we use industry leading NakPack protective packaging which is designed for transit and temperature control.
Each box includes tasting notes, pairing suggestions and producer context.
Yes, think of it as an informal masterclass with every delivery.
Yes, sustainability is part of our baseline criteria, not just a label. We work with biodynamic and organic certified producers and are always looking for ways to manage our impact.
We work only with growers and importers who meet our environmental and ethical standards.
You can cancel or pause at any time. If something is off, we put it right.
Our team is available by email or via the site, typically replying within 24 hours.
Please contact advice@ourglass.wine and we'll help with your query.
Yes, we replace or refund anything that does not meet your expectations.
Your account administered by Re:Charge lets you edit preferences, delivery schedules and payment details.