Our website is open 24 hours a day, 7 days a week!
Mon – Fri 9:00 -17.00
Saturday 10:00 – 14.00
Our main office is based in London UK. Warehouses are based in London and Southampton.
We are available on Instagram and Facebook page.
Account and Invoice
From your account dashboard, you can:
• view your order history and download invoices
• manage your shipping and billing addresses
• edit your password and account details
• track your orders
Once you have logged into your account, click on My Orders. Select your order and there is a Print Invoice option.
If you are operating a busy commercial environment, you will benefit from opening a trade account with us, and having access to top-quality glassware, barware, and tableware; the best available price and fast delivery. Contact us and our dedicated trade team will provide tailored benefits that fit exclusively for your business and needs.
To apply for a trade account, fill in the application form and click ‘Apply Now’. As soon as this is received, one of our dedicated accounts team will contact you to set things up.
Orders and Products
For orders of a high quantity, please contact us and our dedicated team will tailor you a winning price.
This feature is currently available. Click on Personalise Items page and fill up the application form.
If you need to amend your order you will need to contact us. Have the order number ready to speed up the process.
You will need to contact us to cancel an order as it depends on the status of your order.
Most items are available for pre order. A payment in advance is required except for trading account holders.
Please get in touch with us with the code, the quantity and if possible a picture of the item required and our team will try to source it for you.
A due-in date is provided for all the items which are out of stock and this is referred as the estimated date we expect the item into our warehouse and is subject to change.
During the checkout phase, you’ll be able to utilise the promotional code. Once entered, you will see this amount come off of your total price.
Some promotional codes have expiry dates or minimum spend values so check both of these. If you still cannot get the code to work, you will need to contact us before placing your order. Once an order is placed we cannot add the code or refund the difference.
If any problems occur, we do endeavour to rectify them as soon as possible. Please contact us and have your order number ready. Please do not send any items back to us before speaking to a member of our team via phone or email.
You have to pay for your order before it is dispatched (except account customers) and you can do this by:
- Credit/Debit Card: We accept Visa, MasterCard, American Express.
- PayPal / PayPal Express: Payment method available through website only.
- Bank transfer: If the order is of high value we may ask for payment by bank transfer for security reasons.
Our prices are VAT-excluded and will be added at the checkout unless otherwise stated.
Payment is taken as soon as the order has been placed and this applies for all orders, including pre-orders and direct delivery orders.
We accept all currencies when paying by card provided you are using a card issuer we use. Currently, we can only display prices in Sterling (£).
On orders received before 4.30 pm, the same working day will be dispatched and should be with you in:
– 2-3 working days for England & Wales.
– 3-5 working days for Isle of Man, Isle of Wight, and Scottish Highland.
Next Day service option is available for London-selected postcodes only.
Delivery rates vary according to your location:
- England & Wales any order over £75 excl. VAT is eligible for FREE delivery. On orders below £75 a charge of £5.99 excl VAT will be applied. Delivery time:2-3 business days.
- Isle of Man, Isle of Wight, Scottish Highland, the delivery cost is £19.99 excl vat. Any order over £120 excl VAT is eligible for FREE delivery up to 15kg. Delivery time:3-5 business days.
- Next Day option available for London selected postcodes: £9.99 excl VAT
- The international option is not available.
Please contact our Sales Office who will be pleased to make arrangements wherever possible.
We understand the importance of timely delivery of your order. Should it arrive later than the estimated delivery date provided by theluckydrinker.com, we will offer you a £5 credit voucher as a small token of our gratitude for your patience.
You will be sent an email with a link to track your order at dispatch. If your order does not arrive in the expected time frame, you can log in to your account and then click on View My Orders. Click on the applicable order number and you will find the information regarding the delivery service used. You can track your order on the courier’s company websites, or you can contact us so we can update you on the delivery.
Once your order has been dispatched you will be able to track it using your courier’s app, all you need is your tracking number.
If you do not have the tracking number, you can find it in the My Account section of our website once you have logged in.
Pallet deliveries may be tracked via the telephone. Enter the tracking number associated to your order. If you do not have the tracking number, you can find it in the My Account section of our website once you have logged in.
Should you require further information to track your order please contact us. We may have to contact our couriers directly regarding your enquiry. Please be aware it can take up to 48 hours to receive a response from them.
We are using our own fleet of vans alongside DPD, DHL, Evri, Fedex express courier and for orders over 100kg – Palletline courier.
Return and Refund
If you wish to cancel a purchase, you must return the product to us. We ask you to make sure the product is returned in its original condition including the packaging undamaged. Since the product’s packaging, is important for possible resale of the product, any damage to or failure to return the packaging will be deemed to be a deterioration in its value.
You must notify us to return the product(s) within 30 days from the date you have received the products. We reserve the right to reject claims if we are not notified within 30 days from the moment you receive the items.
You have 14 days to return the item(s) to us from the day you have informed us. That means that we must receive the item(s) no later than 14 days from the date you have informed us.
When you cancel a purchase, we will refund your payment to your account as soon as possible and no later than 14 days after we have received your notification that you wish to withdraw. However, we can withhold the refund until we have received the returned product.
Refunds are transferred to the same card the purchase was made. The Lucky Drinker may ask you to provide bank details, when needed, in order to process the refund accordingly.
All personalised items are not refundable.
Suggestions and Feedback
We work really hard to offer the best quality products and service and we understand that sometimes mistakes/errors occur.
Should you have any suggestion, complaints and/or feedback please contact us.
This is important as it will help us decide what improvements should we make to improve our products and services. We really appreciate your time, and we’ll value your feedback!