Frequently Asked Questions (FAQs)

Have questions about your order, our products, or us in general? Check out our FAQs for answers to some of the most commonly asked questions.

How can I contact you?

You can get in touch via our Contact Us page, email us at or on social media via our handle @suburban.bottlestore

What is your office location?

Suburban BottleStore Ltd, Eden House, Enterprise Way, Edenbridge, Kent, TN8 6HF

How will I know when my order is processed?

As soon as you place an order you’ll receive an email to confirm that your order has been received and is being processed. This email will contain your order summary and order number. If you do not receive this email or if something does not look right with your order summary, please get in contact via our contact us page or email at

How much is delivery?

Our standard delivery is £6.95. For orders over £200, delivery is free of charge.

How do I know when my order has been dispatched?

You will receive an email from us and DPD to let you know when your order has been dispatched. Delivery should take 2-3 working days after receiving the email, but this may take longer depending on delivery location, weather conditions and any other external factors that may affect the logistics of both DPD and Suburban BottleStore.

How can I track my delivery?

You can track your delivery via the link our courier (DPD) sends you once your order has been dispatched.

What days can you deliver?

Most deliveries are made Monday to Friday. Unfortunately, no deliveries are made on Sundays or Bank Holidays.

What happens if no one is home to meet the courier?

If nobody is at home when DPD attempt to deliver, they will either attempt to deliver to a neighbour or re-schedule delivery for the next working day. DPD will not leave a parcel without photo evidence of successful delivery. DPD will attempt delivery twice. If DPD is unable to deliver after two attempts or gets no response to the emails, your order will be held for one week at the nearest DPD depot, after which it will be returned to us. If this happens please contact us as soon as possible and we will arrange either a refund or re-delivery.

What happens if any of my parcels are broken in transit?

Our delivery boxes are designed to withstand most things, but unfortunately, some bottles can break in transit. Our courier informs us of any breakages so that we can resend your bottle(s) immediately. It is, however, still very important that you let us know of any breakages once received so we can arrange a replacement product for you as quickly as possible. Please always check both the number of parcels, and the condition of any products you sign for - as we cannot be held liable for any breakages once you have accepted and signed for them.

What happens if my order is wrong?

If your order has arrived with any incorrect items, please contact us as soon as possible via our contact us page or email:

We will do our best to ensure you are fully satisfied with your order.

What happens if my order is missing/hasn't arrived?

If your order hasn't arrived within the estimated timeframe, please contact us as soon as possible and we will fully investigate.

Do you do international shipping?

Unfortunately, we currently do not deliver outside of the UK.

How can I return my order?

If you change your mind about some or all of your order, you may also cancel and return your order up to and including 14 calendar days after the day on which you receive your order and we will arrange to collect (free of charge) the unwanted products and reimburse the appropriate sum paid including delivery costs, provided the goods are unopened, intact and returned to us in good condition.

Please let us know if you wish to cancel an order via our Contact Us page or email and we will be happy to help.

Can I change or cancel an order?

If your order hasn't left our warehouse yet we may be able to change delivery address details, remove items from your order or cancel it completely.

If you wish to change or cancel your order, please reach out to us via the Contact Us page or email ( and we will be happy to help.

How do I get a copy of my invoice?

Please reach out to a member of our customer services team via the Contact Us page or email and we will come back to you with a VAT invoice.

What payment methods do you accept?

Our accepted payment methods are Apple Pay, Google Pay, Visa, Mastercard, Maestro, American Express, PayPal, and Shop Pay.

Where can I find you on social media?

You can find us on social media via Instagram and Facebook @suburban.bottlestore