Contact us
Buyer Help Topics

What time is your office open for business?
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

Where are you located?
Our main office and warehouses are based in Southampton UK.

Are you available on social media?
We are available on Instagram and Facebook page.

What can I do from my Dashboard?
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

Why I can’t access my account?
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.

How do I get an invoice copy?
Once you have logged into your account, click on My Orders. Select your order and there is a Print Invoice option.

How can I amend my contact details?
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.

Can I open a trading/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.

How do I open a trading account?
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.

Can I have a discount for a larger quantity?
For orders of a high quantity, please contact us and our dedicated team will tailor you a winning price.

Can you personalise items with my logo?
This feature is currently available. Click on the Personalise Items page and fill up the application form.

How can I amend my order?
If you need to amend your order you will need to contact us. Have the order number ready to speed up the process.

Is it possible to pre-order an item that is out of stock?
Most items are available for pre order. A payment in advance is required except for trading account holders.

I have a promotional code. Where do I enter this?
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.

My promotional code isn’t working. What’s the problem?
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.

I received my order and there is a problem with it. What should I do?
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.

What payment method is accepted?
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.

Does your prices includes VAT?
Our prices are VAT-excluded and will be added at the checkout unless otherwise stated.

When will payment be taken from my account?
Payment is taken as soon as the order has been placed and this applies for all orders, including pre-orders and direct delivery orders.

What currencies do you accept?
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 (£).

What day is delivery due?
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.

Can I get delivery tomorrow?
Next Day service option is available for selected postcodes only at the checkout phase.

How can I track my order?
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.

What couriers are you using?
We are using our own fleet of vans alongside DPD, DHL, Evri, Fedex express courier and for orders over 100kg – Palletline courier.

How do I return an item? What is your return & refund policy?
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 received 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 return a purchase, we will refund your payment to your account in 3-5 working days after the items have arrived. 

Where will be my refund transferred?
Refunds are transferred to the same card the purchase was made. theluckydrinker.com may ask you to provide bank details, when needed, in order to process the refund accordingly.

Are personalised items refundable?
All personalised items are not refundable.

I received the order and one item is broken. How do I proceed?
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.

Need to return an item?
Please fill out the form below giving as much detail as possible, alternatively, you can contact us and a member of our team will be happy to assist with your enquiry.
Fill out this field
Fill out this field
Please enter a valid email address.
Fill out this field
Fill out this field
Please select reason for return
Select an option
Return preference
Select an option
For damaged items please upload a picture
Fill out this field
You need to agree with the terms to proceed
Seller Help Topics

What do I need to do to create a shop?
Your storefront is: easy to set up, easy to use and very intuitive.
Business seller verification is a critical component of theluckydrinker.com as it establishes the validity of a company’s status and authorized contact person.
This verification process helps us to protect sellers and customers.
The full Personal and Business Details are needed to create a shop.

How long does it take to verify your theluckydrinker.com Seller account?
After you’ve registered for a theluckydrinker.com Seller account, you should be approved within 48 hours. Submitting incorrect information can delay this process.

Do I need a business license to sell on theluckydrinker.com?
A Business Registration Number is required to sell on theluckydrinker.com.

Do I need a credit or debit card to create a shop?
A credit or debit card is required to create a shop. This bank account is where theluckydrinker.com will send you the proceeds of your sales.

I am not a UK-based business, can I still join?
Currently, theluckydrinker.com is available in England, Wales, Northern Ireland and Scotland. However, as theluckydrinker.com continues to grow we plan to expand our Partner community to include international sellers. If you would like to be notified when applications from international businesses are open, please contact us.

How can I amend my details?
You can amend your contact details by logging into your account.
If you need to change the business name, you need to contact us and provide a letter from HMRC that your business has changed the name.

What can I sell on theluckydrinker.com?
theluckydrinker.com is a marketplace that allows users to offer, sell and buy just about anything catering related: Glassware, Bar Equipment, Tableware, Kitchenware, Consumables & Reusables, Janitorial and Sanitations, Appliances, Furniture, Clothing, Aprons & Footwear, Hotel Supplies.

What items can’t be sold in theluckydrinker.com?
See our guide for prohibited and restricted items.

How can I upload the products?
You are offered the ability to add one or multiple products at a time and in bulk from a CSV file.

How long does it take for the listing to appear on an theluckydrinker.com?
On average, it takes up to 15 minutes for the listing to appear on theluckydrinker.com site; however, it may take up to 24 hours if you list more than 100 items at once.

Is there a fee for listing products?
There are no charges to list products.

Can I list an item if I expressly say that it is a “Replica”, Not genuine” or “Fake”?
This activity is criminal and may subject you to the payment of severe fines.

How do I know when I make a sale on theluckydrinker.com?
You will receive a notification from us. We also encourage you to check daily your dashboard for new orders or any updates.

Can I wait for payment before I ship an item?
The settlement period for payment begins after you confirm the shipment of the order—that’s when the buyer is charged. You can’t wait until the money is in your checking account to ship the product.

What price should I set for my items?
Setting an acceptable price, maintaining high seller ratings and offering low delivery costs will help improve your chances of attracting buyers.

How do I contact a customer about their order?
If there’s a conflict that needs resolving, buyers can initiate a conversation with you through theluckydrinker.com. We will anonymize the email address and let you continue the conversation in your inbox.

What are theluckydrinker.com fees?
Joining and starting a shop on theluckydrinker.com is easy to set up, easy to use and very intuitive. There are a few basic selling fees:
a) A Single Commission Fee means the fee payable by you which is a percentage of the Final Sale Price which will be notified to you by us in writing at the time of inviting you to participate in the website: 9.9% + plus VAT
b) The Refund Administration Fee is 2.5% + plus VAT of the total amount refunded.
c) Where a payment from us to you involves a currency conversion, it will be completed at a foreign exchange rate determined by a financial institution, which is adjusted regularly based on market conditions and which may be applied immediately and without notice to you. This exchange rate includes a processing fee expressed as 2% + plus VAT above the wholesale exchange rate at which we obtain foreign currency, and the processing fee is retained by us.
d) Promoted Listing Fee. You can promote your products and your storefront. Use of this service may incur an additional fee.

How and when do I get paid?
Funds from your sales less the Single Commission Fee, are deposited directly to your bank account in your currency 14 days from the date of acceptance of an order by you through the site. Thereafter allow 3 to 5 business days to receive your funds.

How can I promote my products and store?
With Promoted Listings, you can spotlight your listings in prominent locations across theluckydrinker.com platform and give them a visibility boost.
You can promote:
your products
your store

Promotions and coupons
Customers are looking to save money when shopping and they are more likely to make the purchase when a good deal is offered.
There are many other ways you can promote your products:
percentage discount
money-off discounts
free shipping
buy one get one free

What is VAT?
VAT (Value Added Tax) is a tax added to most products and services sold by VAT – registered businesses.
Businesses have to register for VAT if their VAT-taxable turnover is more than £85,000. They can also choose to register if their turnover is less than £85,000.

How does VAT work?
As a VAT-registered business, you must:
include VAT in the price of all goods and services at the correct rate
keep records of how much VAT you pay for things you buy for your business
account for VAT on any goods you import into the UK
report the amount of VAT you charged your customers and the amount of VAT you paid to other businesses by sending a VAT return to HM Revenue and Customs (HMRC) – usually every 3 months
pay any VAT you owe to HMRC
The VAT you pay is usually the difference between any VAT you’ve paid to other businesses and the VAT you’ve charged your customers.
If you’ve charged more VAT than you’ve paid, you must pay the difference to HMRC.
If you’ve paid more VAT than you’ve charged, HMRC will usually repay you the difference.

Find out more at https://www.gov.uk/register-for-vat

Contact Us

You’ve got more questions? We are here to help. Complete the form and our friendly team will get in touch to assist with your enquiry. We aim to respond as soon as possible and no later than 30 minutes during business hours.

Contact Details
Fill out this field
Please enter a valid email address.
Fill out this field
Fill out this field
WordPress Cookie Notice by Real Cookie Banner