Laithwaites customer service — an expert guide

Company overview and what to expect from their support

Laithwaite’s Wine began as a direct-to-customer wine business in 1969 and has developed into a multi-channel retailer serving private customers through online shops, wine clubs and mail-order catalogues. Their primary UK website is https://www.laithwaites.co.uk and they also operate international sites (for example https://www.laithwaites.com for other markets). Because Laithwaite’s mixes subscription/club products with one-off purchases and nationwide deliveries, their customer service is structured to handle order management, delivery exceptions, returns for faulty items, and ongoing subscription changes.

When contacting Laithwaite’s you will encounter both automated account management (self-serve dashboards where you can change deliveries, skip months or update addresses) and a human-led customer care team for exceptions. Typical issues the team resolves include damaged bottles on arrival, missing items, incorrect labelling, account billing queries, and changes to recurring shipments. Understanding which channel to use and what evidence to provide speeds resolution.

How to contact Laithwaite’s and expected response times

Primary contact channels are: telephone (number shown on order confirmations and the website), email via the help/contact form, live chat on the website during business hours, and social media messaging. For routine queries (address changes, payment updates, pausing subscriptions) the online account portal is fastest: most changes take effect immediately. For exceptions or complaints, phone or live chat will usually get an immediate acknowledgement; email responses are commonly provided within 24–48 hours on business days.

When you contact customer service, include three essentials: your full name as it appears on the order, the order number (a 6–10 character/number string shown on confirmations), and clear photographic evidence for damaged goods. For deliveries marked as “failed” or “left in safe place”, have your delivery date and postcode ready. If you need to escalate, request a reference number for the interaction and a timescale for resolution (for example: “reference ABC123, expected resolution within 5 working days”).

Returns, cancellations and refund timelines

As an online retailer in the UK, Laithwaite’s must comply with the Consumer Contracts Regulations: you normally have a 14-calendar-day statutory right to cancel an online order from the date you receive the goods, provided the bottles are unopened and in resalable condition. For perishable or specially prepared products there can be exceptions; check the specific product terms on the order confirmation. If cancellation is exercised, the seller must refund you within 14 days of receiving the returned goods or receiving proof that you have sent them back.

For damaged or faulty items, best practice is to report the problem immediately and no later than 48 hours after delivery. Provide photos of the packaging and the bottle(s), the delivery note and any labels. Laithwaite’s typically offers a replacement bottle, credit note or a full refund depending on stock and the customer’s preference. Always retain proof of postage if you are asked to return an item; this protects you if a return goes missing in transit.

Managing subscriptions and wine-club orders

Laithwaite’s wine-club customers should manage recurring shipments via their online account. Typical subscription controls include: skip next delivery, change frequency, update your tasting preferences, and cancel future shipments. There is usually a notice period — commonly 7 days prior to a scheduled despatch — to make changes that will affect the upcoming shipment; this is standard in the industry to allow sourcing and packing.

If you joined with an introductory offer or a trial case, note the promotional terms: some offers convert to regular billing after the introductory period unless you cancel. Carefully check the confirmation email and the “terms and conditions” section for the exact dates and renewal amounts. If a charge goes live unexpectedly, contact customer service immediately and ask for a refund pending review; keep screenshots of the original offer.

Practical checklist before contacting customer service

• Collect your order number, billing postcode, delivery date and photos of any damaged goods (packaging + product).
• Check your online account first for self-serve actions (cancel/skip/pause) — this can be instant and avoids wait times.
• If claiming damage, report within 48 hours and keep all packaging for inspection; ask for a case/reference number and an estimated resolution window.
• For returns, use tracked postage and keep proof; refunds should be processed within 14 days of the seller receiving the item or proof of return.

Escalation, complaints and external routes

If the initial customer service contact does not resolve your problem, escalate to a complaints or customer relations manager within Laithwaite’s. Request written confirmation of the complaint, the internal reference number and an expected date for a substantive reply — firms commonly have formal complaint handling timelines (for example, an acknowledgement within 3 working days and a final response within 15 working days).

Should internal escalation fail, external resources include Citizens Advice (https://www.citizensadvice.org.uk) for UK consumer guidance, the UK government reporting portal for Trading Standards (https://www.gov.uk/report-consumer-problem), Resolver (https://www.resolver.co.uk) to manage and log complaints, and the EU Online Dispute Resolution platform (https://ec.europa.eu/consumers/odr) for cross-border purchases. These organisations can help you understand statutory rights and mediation options.

Final practical tips from an expert

Be organised: when you call, have your order confirmation open and any photos on a separate device so you can quickly email evidence if requested. Use recorded-delivery for returns that would be costly to replace and insist on a case number for any agreement on replacement or refund. If you are a club member or a regular customer, reference your membership number — firms often prioritise long-standing subscribers.

Keep expectations aligned: simple account changes are near-instant, but trace investigations for lost or damaged parcels can take 5–15 working days (depending on courier enquiries). Clear, concise evidence and polite persistence are the most effective levers to get fast, fair resolutions from Laithwaite’s customer service.

What is the 30 off code for Laithwaites?

Use code 30OFF to unlock extra savings across many of our wines. New customers only.

Is it easy to cancel a Laithwaites wine plan?

You can quickly and easily cancel your wine club membership online, though we’ll be sad to see you go! Just head to Wine Club Settings and scroll to the bottom of the page. (If you’re not ready to cancel, you also have the option to skip cases.)

What is Laithwaites wines customer service number?

03330 148 168
These are our member’s most frequently asked questions. If your question is not addressed in an answer below, please contact us by phone on 03330 148 168, Monday to Friday 8.30am to 9pm, Saturday 9am to 8pm and Sunday from 9am to 6pm, or contact us online.

Are wine subscriptions worth it?

If you enjoy wine, want to try new things, or need a meaningful gift idea wine subscriptions are absolutely worth it. They deliver value, variety, and surprise right to your door.

What is the phone number for wine com customer service?

In order to receive a Satisfaction Guarantee Credit, please contact us by (i) chatting a customer care agent on our website, (ii) emailing us at [email protected] from the email address currently associated with your account, or (iii) calling Wine.com Customer Care at 1-800-592-5870.

How do I cancel my wine access subscription?

You may cancel or modify your Subscription at any time by logging into your ‘Account’ on the WineAccess website. For cancellations, click the ‘Account Settings’ link, and then click ‘Skip or Cancel’.