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Frequently Asked Questions

Q: How can I contact Abstract Bottles?
A: You may contact or phone Abstract Bottles on 0191 272 2039, 9am-5pm Mon – Thur 9am – 4pm Friday

Q: When can I expect delivery of my bottles?
A: All bottles are made to order therefore bottles are normally produced and dispatched within 5 - 7 working days of ordering on a next day Courrier Service(i.e Bottles are produced Monday to Fridays only and will be delivered on Monday - Fridays only) – You will receive a confirmation email on the day that your bottle is dispatched from us.Let us know if you need it sooner

Q: What if I want a design that is not available on the site?
A: Please do not hesitate to contact Abstract Bottles if you can’t find a suitable design on the website, we are always creating new and exciting designs.

Q: Is there a minimum or maximum order quantity?
A: You can place an order of any size online, or if you prefer please phone Abstract Bottles directly on: 0191 216 0255, however we must point out that for the sake of the accuracy of the personalised messsages it is better to place your order on-line.

Q: How far in advance do I need to order to ensure delivery for a certain date?
A: All bottles are produced to order therefore we recommend you order your bottles 5-7 days in advance of the event; this may vary for larger orders of 48 bottles or more, however please feel free to call if you need your bottle(s) quicker than this and we may be able to accommodate you. If there is a particular date that your require your order by, we recommend that you tell us this information on the "customer notes" section you will find in "checkout"

Q: What do I do if my bottles are damaged in any way?
A: Contact Abstract Bottles immediately upon delivery and let us know - if you can take a digital photograph and email this to us it will speed up the process of us rectifying the situation.

Q: Can I get a refund if I am not happy with the product?
A: Because each item has been specifically hand made for you, we can not authorise refunds on orders as they have been produced & personalised in accordance with your instructions and once produced and personalised cannot be used again for anyone else. Cancellations made after orders have been produced but not personalised will be subject to a 20% cancellation charge. It is because of this unique personalisation that we always require full payment on placement of order. Please take time to fully read through our website so you understand what our product is -for example the colour coating on the bottle is a solid painted colour coating ontop of the glass, it is not a see-through coating. As the bottles and their lables are hand made, despite our best checking efforts, occasionally spelling mistakes do happen. In the event that there is a mistake with the personalised message on the neck label then our strict policy is that we will re-make the neck label and send it to you on the same day you tell us of the mistake. If the mistake is our fault then this will be Free of Charge, if the mistake is yours then we reserve the right to charge £1.00 plus p&p to remake the lable. The same applies to box labels, They will be replaced Free of Charge if the mistake is ours but there will be a charge both for the new lable and the box if the mistake is yours plus p&p. A mistake on the neck or box lable will not qualify as a reason to request a refund or replacment of the whole order. Also, as with all handmade goods, certain flaws are deemed acceptable and part of the individuality of the product, for example neck lables & box labels may not be 100% straightly applied as they are hand applied and done by "eye". We do endeavour to make sure that the center of the neck label lines up with the centre of the design on the bottle. If you receive the bottles(s) and are simply not happy for some reason then we will only authorise a refund if you return the bottle to us at your own cost. Only the cost of the returned bottle will be refunded less a 20% surcharge, not any carriage charges and the refund will only be actioned once the bottle arrives back to us unscathed and in its original safe packaging.

Q: Can I change/ amend /cancel an order?
A: Once an order has been placed, should you change your mind within 24 hours about an aspect of your order please call us on 0191 272 2039, provided we have not yet begun to process your bottle(s) we may be able to amend your order. Cancellation Policy. if you cancel your order within 24 hours of receipt we will charge a 50% cancellation charge if we have started production of the order.

Q: I like the front of one bottle design but prefer the rear design of another can I order this?
A: The fronts and backs of the bottles are printed at the same time, therefore it is not possible to choose different front and rear designs. Designs shown on the website are printed as shown.

Q: Do you have to set up an account to place an order?
A: When you go to “checkout” to confirm your first on-line order you will be asked to input your contact details, this will then be saved for your convenience for future use thereby giving you an account, please make a note of your log in and password details. If you forget yout password or login details there is the facility on the website foryou to ask for a reminder. For security we cannot access anyones account and amend details.

Q: Will my personal information be distributed outside of this website?
A: Your personal information will not be distributed to any outside entity or agency for any reason. By the same token due to the security of your account we are unable to provide "password" reminders (there is website help for this) nor are we able to access your acount and take you off the mailing list, this is something you have to do yourself.

Q: Can I see an image of my bottle prior to ordering?
A: The system will generate an electronic mock-up of the bottle you have selected with your chosen design on it, however due to the colour variances on computer screens and printers, this is only a representation of the colour chosen and may not be an exact colour match of the final bottle. Please also note that the neck foils shown are for demonstration purposes only, we will "best match" the colour of the neck foils and all labelling to the bottle colours you have chosen including the outer box label which will be produced in the same colour as the bottle neck labels.

Q: Will I receive an order confirmation?
A: An order confirmation will be sent to the e-mail account you provided when you created your user account, along with confirmation of payment. This email will not tell you when your order will be despatched. If you need to know this and you haven't put this information on the "customer notes" section of your order then please phone the office to get a more accurate despatch date. - Monday to Fridays only - 0191 216 0255. You will not receive any other emails from us until the day your bottle has been despatched.

Q: Will you replace bottles if they arrive damaged or broken?
A: We will replace all damaged merchandise free of charge subject to verification of the damage to the delivery by our carrier and by yourself on delivery. ( its best to sign that something is damaged or refuse to accept delivery) All damaged deliveries must be signed as “damaged” upon receipt and you must contact Abstract Bottles within 24 hours of delivery to notify us. We cannot accept responsibility if you have instructed the carrier to leave your order somewhere without gaining a signature, this is at your own risk and refunds will not be granted if the carrier followed the delivery instructions you gave us and the bottle or packaging subsequently was lost, stolen or damaged. if you can take photographs of any damage and send them to us that will assist us greatly.

Q: Can I pay on Delivery?
A: Because all bottles are produced to your specific order requirments it is necessary for us to have your payment at the time of placing the order and prior to us processing your order. Therefore the website will process your payment immediately.

Q: What information do you need for a shipping address which is different to the billing address?
A: Please make sure that the address you give us for delivery has someone there to sign for the parcel Monday to Fridays between 9am-5pm. we use a carrier who requires a signature to complete the delivery, if the courier is unable to gain a signature they will take the parcel back to the local courier depot, they will leave a card informing you of this with your tracking number on. We cannot instruct the courier to "leave on the doorstep, or in the garage or bin etc, " this is for your own order security. If you have received an email telling you that you order has been dispatched and will arrive the following working day you should contact us withing 24 hours of this notification if the order has not arrived. We will give you your parcel tracking number and the telephone number of your local branch for you to re-arrange delivery. If you need us to re-arrange delivery we will be charged a surcharge by the courier which we will have to pass on to you, if,however you contact the courier yourself the parcel should be re-delivered Free of Charge to the original shipping address. If the parcel needs to be re-directed to a different address then this is also subject to a chargeable additional surcharge. Please bear this in mind when selecting your delivery address. A business address is usually best. Please also ensure you write the full business name in this section.

Q: Failed Delivery Policy
A: Should our courier be unable to deliver your order due to:- a). No - one at the delivery address to receive/sign for it b). You have given an incorrect/incomplete address for delivery The courier will return your order to us within 5 days of the attempted delivery. if we are notified by the carrier of delivery problems we will contact you for the amended/corrected delivery details however if the bottle is returned to us and we have to resend the order this carriage will be chargeable to you. Should we have made a mistake on the delivery details we will arrange at our own cost to re-send to the address you have given on your order.

Q: Urgent Order - I need it to leave Today/Tomorrow
A: Please send through your order as normal on the website, however we recommend you make it clear in the customer notes section when you need the bottle for. Your will also have to place your order before 10am on the day you need it to leave. Please also telephone the office - If this is in the next day or so we will endeavour to accomodate you. However this will be dependent on us having stock of the colour/wine type combination you need. If we do not we will offer you an alternative colour. You may also wish to change the contents of your bottle and the relevant charge/refund for that change will apply.

Q: Price Increases & VAT Adjustments
A: Due to increased Taxes on wines contained in the Budget and worldwide markets the products we supply are subject to change from time to time. Where possible we will try and absorb any price increases but when that becomes impossible we will have to change prices. All prices on the website are current prices,all changes will have immediate effect. VAT - is currently chargeable at 20%. Our prices include VAT.

Q: First Orders - Delivery Limitations on High value orders
A: For security purposes, any first order placed with a total value of over £100.00 must be delivered to the card billing address. If this does not come through on your order we will call you to advise that we must deliver to the payment card billing address.

Q: Your Personalised messages - CHECK GRAMMAR AND SPELLING
A: Please note we can only use standard keyboard fonts and symbols. We cannot print any other signs or symbols on your labels. Please also check all your messages for spelling, grammar and punctuation. For us to rectify any mistakes you make will be chargeable at £1.50 per box / neck label plus postage. We are not responsible for checking and amending your messages, they will be printed as you have typed them on your order - so please check them carefully for capital letters, spelling, grammar etc.

Q: What if my account details change ?
A: If you move house, change contact numbers or emails, then you have to amend this yourself on your own account. Your account is a secure area and we cannot access it.

Q: VAT charged at current rate 20%
A: VAT on all of our products have been amended in line with the increase of VAT from 17.5% to 20% from January 4th 2011

Q: Courier Deliveries
A: All our orders are delivered by a next day Courier service. Please give us and the courier as much information as possible about the delivery address and recipient. If the courier has any problems they will call us for help. In some cases we may need to give your contact number to the courier so that they can talk to you directly to resolve any problems they may have in delivering your order. Every effort will be made to deliver your order, dependent on assistance and information being provided to the courier.

Q: Credit Card Privacy and Security Policy
A: PRIVACY POLICY: We respect and are committed to protecting your privacy. We do not sell or pass along your personal information to anyone. Your credit card information is not retained. SECURITY POLICY: Your payment and personal information is always safe. Our Secure Sockets Layer (SSL) software is the industry standard and among the best software available today for securing commercial transactions. It encrypts all of your personal information, including credit card number, name, and address so that it cannot be read over the internet.

Q: Publicity and marketing - images
A: We reserve the right take photos of all bottles produced by us and those images will be used for publicity purposes. In asking us to produce your bottles you by default give consent for us to use the images of the bottles produced, without exception, for our own publicity and marketing

Abstract Bottles is part of the Advanced Adhesives Group.