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Smart Points

Help & Support


Order Related Queries

For all order related queries we ask that you complete the support request form and a member of our customer services team will look into your query and get in touch with you.

To speed up our handling of your query please ensure you include your order reference number. Our preference is to reply via email as this ensures we have a record of your queries for future reference. If you prefer for us to call you, please provide your contact details in your query.

  1. Make amendment to your order:

There is a possibility that members can change their order before they are dispatched. Please contacts orders@onlinecahandcarry.co.uk, include your original order number.

  1. Tracking order issues?

Once orders are dispatched, we will confirm delivery day via email. However, members can check delivery time by contacting transport@onlinecahandcarrry.co.uk. In the near future members will be able to track orders online from the website.

  1. Report missing or incorrect items:

Members are responsible for checking deliveries against delivery note.  Please inform the delivery driver if any items are missing.  Please contact memberservices@onlinecahandcarry.co.uk if you have received the incorrect products.  Dispatches are checked multiple times to ensure accuracy. See refund policy.

  1. Report any damages:

Members are responsible for checking deliveries against delivery note.  Please inform the delivery driver if any items are damaged.  Please contact memberservices@onlinecahandcarry.co.uk if you have received the damaged products.  Dispatches are check multiple times to ensure products are well packaged to avoid damages. See refund policy.


When will my order be delivered?

After placing an order, you will receive an e-mail from us acknowledging that we have received your order.  Please note that this does not mean that your order has been accepted.  Your order constitutes an offer to us to buy a Product or Products.  All orders are subject to acceptance by us, full payment and we will confirm such acceptance to you by sending you an e-mail that confirms that the relevant Product has or Products have been dispatched ("Dispatch Confirmation").  The contract between us ("Contract") will only be formed when we send you the Dispatch and payment Confirmation.  We aim to deliver all paid for orders within 48 hours (Monday to Thursday)

Once your order has been dispatched, we will send you an email confirming your tracking code and a link to track your order.


Product Related Queries

If you require a product that is not currently listed on our website, please send us an email to sales@onlinecashandcarry.co.uk and we will try and source it, and ship it out with you regular order.

If you cannot find the product you are looking for, try using our key word search function. Just type a key word in the text box located at the top right corner of website page.

Members also find the site map a quick and convenient search tool as it provides a full overview of our product range on one page. Click on the item you are interested in and the relevant page will open.

General Queries

For all general queries, please complete the contact us form and one of our support staff will contact you shortly.

Technical Queries

If you experience technical hitches accessing any section of our website, have trouble placing an order or just want to give us feedback about our website, then we would very much love to hear from you.


Payments

As a cash and carry, we require cleared payment funds before goods are dispatched to our members. 

Placing Your Order:

Checkout:  When you have completed your order, just click “View Basket” where you will be able to review and edit any of the items in your shopping basket. Please be aware that buying by case is cheaper than buying single bottles.

If you have a discount or promotion code this must be entered at this time as it cannot be entered later on.

Selecting “Checkout” will take you to our checkout page where you can select your preferred payment option.

“Proceed to Checkout” will take you to the delivery page where you will be asked to select your delivery address from your pre-registered delivery address or addresses. Simply follow the online instruction to finalise your order.


Payment Options

We accept all major credit or debit cards.  

At online cash and carry, we are happy to offer our member several innovative, reliable and secure payment options.  Members have the option of paying with a credit or debit as standard.  Unlike brick and mortal cash and carry wholesalers who normally charge up to 2% per orders, we do not charge any credit or debit surcharges on any orders place on our site.

Our online credit and debit card payment facility are provided by PayPal (https://www.paypal.com/uk )

Online cash and carry DOES NOT store your credit or debit card details on our servers. We accept all major credit or debit cards

Privacy

Your Privacy is of paramount importance to us and we are committed to providing you with as safe and secure a shopping environment as possible. We deploy the latest global security measures to protect your personal and financial details.


Onlinecashandcarry.co.uk secure site

Onlinecashandcarry.co.uk is a secure encrypted site.We run SSL technology on our secure server that encrypts all personal and financial data (including your name and address and credit or debit card details) before transmitting it over the internet. If you are in any doubt whether or not you are accessing our secure server before submitting your personal information just look at the URL in the location line of your browser. All secure servers can be verified by the letters https at the start of the web address.

We do not store members’ credit card details. 

GeoTrust Seal

The GeoTrust Seal shows our members that GeoTrust has confirmed our identity and our site have passed the stringent GeoTrust checks. Information exchanged with any website with a web address beginning https is encrypted using SSL before transmission.

Verified by Visa & Mastercard Secure Code

Verified by Visa & Mastercard Secure Code endorsement confirms that onlinecashandcarry.co.uk, a trading name of O & P Investments Ltd, has made your security a priority and confirms that your card is protected against unauthorised use giving you peace of mind when shopping online.

Secure Socket Layering (SSL)

We run SSL technology on our secure server that encrypts all personal and financial data (including your name and address and credit or debit card details) before transmitting it over the internet. If you are in any doubt whether or not you are accessing our secure server before submitting your personal information just look at the URL in the location line of your browser. All secure servers can be verified by the letters https at the start of the web address.

Fraud Protection

From time to time we may need to verify that you are the account holder. As these security checks are only ever implemented for your own protection please do not feel embarrassed. We may contact you to verify your order details, the delivery address and where required your identity.

Identity Verification

To ensure that your credit, debit or charge card is not being used without your consent and you are over the age of 18, we will validate your name, address and other personal information supplied by you during the order process against appropriate third party databases. By accepting our terms and conditions you consent to such checks being made.

In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. You can rest assured that this is done only to confirm your identity, that a credit check is not performed and that your credit rating will not be affected. All information provided by you will be treated securely and strictly in accordance with the Data Protection Act 1998.

Cookies

The Onlinecashandcarry.co.uk website uses ‘session cookies’ and cannot work without them being enabled. Unless you check the box instructing your browser to remember your username and password these cookies will be deleted when you close your browser. The cookies will capture your first and last names, your email address and your customer ID. This information is needed in order to make your visit simple and more efficient. The Whisky Exchange will never pass any personal information on to any third party.


Returns & Cancellation

Returns Policy

We want you to be 100% happy with your order and it is our aim to ensure that all products supplied to all members arrive in perfect condition.  onlinecashandcary.co.uk does not offer “sales or return” facility on any order. By using the site members agrees to our terms & conditions.

If you received your order with any of the products ordered damaged we will happily refund your money or replace the product provided that it is noted on the delivery note and you inform us within 24 working hours from the date of your order being delivered. By signing the delivery note you agree that you have received all the products listed on the delivery note.   Please check delivered goods before signing the delivery note.

We will only reimburse the cost of returning/collecting items where they were delivered in error or the items were damaged or defective.

Please note that all of the items for sale on onlinecashandcarry.co.uk are new. Product images on the website are intended for illustrative purposes only and may not be exact representations of the item in stock. We will do our best to inform you where product is priced mark (PMP) before the item is shipped.

Returning Items

You are responsible for the cost of returning products to us unless the items being returned were delivered in error or the items were damaged or defective. You are also responsible for insuring all returns as we might claim against you should damages be sustained.

Please contact us for return address.