Help & FAQ

Help and Faq Customer

Operating Hours

Our website is open 24 hours a day, 7 days a week!

Office hours
Mon – Fri  9:00 -17.00
Saturday, Sunday & Bank Holiday – Closed

Our main office and warehouse are based in Southampton UK.

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

Please check that you have spelt your email address and password correctly. If you are still having problems please contact us and we will sort it for you.

Once you have logged into your account, click on My Orders. Select your order and there is a Print Invoice option.

You can amend your personal contact details by logging into your account. Please keep in mind that this will not change information on orders that have already been placed with us. If you have made an error with an address on a new order you will need to contact us directly to amend. If the order has already been packed we are unable to make changes.

Business Account

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.

To maintain a high-quality appearance and extend the life of our items, please follow some simple guidelines that are available on the ‘Product Care” page.
What does Lined & UKCA mean?
UKCA is a mark on the glass that is a UK Government verified stamp. You will either see this with a line mark, meaning the line is to the legal correct level OR you will see just the UKCA mark, no line, this means the glass is verified legally to the brim, often found on most pint or half glasses.
Why do we need lined & UKCA glassware?
When serving alcohol in a trade licensed premises, it is a legal requirement that the drink must be measuring using a government verified measure when sold in units of less than a bottle. This can be done using a measured optic, a measured pump or more commonly government stamped glassware. The most common measure for beer, lager and cider are pint and half pint. For wine 125ml, 175ml or 250ml.
What’s the difference between UKCA & CE marks?
There has been a recent change on the requirement within the UK. The UK now requires the UKCA (UK mark) to be used instead of the CE (European mark). However, as it stands stock that is already marked with the CE mark is still legal within the UK. Going forward UKCA will be the only requirement for UK measures, but CE will still be the requirement for the European market. Utopia offer a variety of options to serve the needs of the market, both UK and Eire and also Europe. Read more here.
What is Fully Toughened Glass?
Fully Toughened Glassware has been strengthened across its entire body making the glass resistant to impact damage at all points of the glass. When it does finally break, it will break into small fragments making it impossible to cause serious lacerations.
What is Activator Max and Activator Performance?
Activator Max and Activator Performance are types of nucleation which involves the etching of the bottom of the glass and is designed to increase the effervescence of the product and maintain the head of the drink for much longer than a non-nucleated glass, as well as improving the appearance of carbonated soft drinks when served.
Can I put my glassware in a glass/dishwasher?
Unless explicitly stated, such as gold rimmed and printed designs, all our glassware is safe to be put in any commercial dishwasher or glasswasher.
Why does my glass have a rolled edge on the lip?
The ‘rolled edge’ is done at the end of the manufacturing process. When the glass is finished and cut off it goes through a heat process to create the rolled edge. If this is not suitable, there is a process called ‘cold/laser cutting’, these glass are cut and then polished to mean it is not intrusive to lips when in use.
How long will my glassware last?
This is based on what the glass is used for, how often it is used, how you store it and the type of venue. Glasses specially designed for hospitality can and will last for many years even with daily use, whereas there are some finer glassware which needs greater care and maintenance to make sure it lasts.

Payment

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 (£).

theluckydrinker.com does not store credit card details.
Our in-house payment gateways also never store more than 4 digits of a card number.
When a customer enters their credit card information during checkout, the information is sent directly to the payment processor and is not stored on the theluckydrinker.com servers. This helps to keep credit card information secure and reduces the risk of data breaches.
theluckydrinker.com has options to enforce SSL on the checkout page so customer information is encrypted, secure and protected.

Delivery

On orders received before 4.30 pm unless otherwise stated, 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 delivery service option is currently unavailable.

Delivery rates vary according to your location and unless otherwise stated by the seller the below applies:

  • England & Wales any order over £99 excl. VAT is eligible for FREE delivery. On orders below £99 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.
  • 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 14 days from the date you have received the products. We reserve the right to reject claims if we are not notified within 14 days from the moment you receive the items.

You have 7 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 7 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.

Please notify us within 48 hours from the moment you received the items and a replacement will be sent immediately. You must provide a picture of the damaged items together with the order number.

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!

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