Frequently Asked Questions
Everything you need to know about Naked Wines
Our Top FAQs
How do I log in to my account?
If you cannot see your first name or profile image in the top right of the screen...
Click 'log in' in the top right of the screen
Enter your email address and password*
Click the green 'Log in' button
You should now be logged in
If you can see your first name followed by a ? with the words 'Please log in' beneath them in the top right of the screen...
Click 'Please log in' in the top right of the screen
Click the green 'Log in now' button that appears below it
Enter your email address and password*
Click the green 'Log in' button
You should now be logged in
If you can see your first name and profile image with your account balance in £ beneath it in the top right of the screen...
You're already logged in - please click on your name to access a drop-down menu where you can access and manage your account
*Click 'Forgot your password?' at the log in screen to receive a reset password email - this may take a few minutes to arrive
A note on reCAPTCHA
You may be shown a reCAPTCHA security check if you've tried to log in several times within a short space of time, or had several failed log in attempts
If you see a tickbox with the words 'I'm not a robot' next to it, you'll need to tick this before you can successfully log in
If you don't do this, you may see an error message telling you that your email address and/or password are incorrect, even if you've entered these details correctly.
How do I track my delivery?
If for any reason your order has been held up at our warehouse, we'll send you an email letting you know and give you an update on a new, estimated delivery date. We aim to let you know this by 3pm on the day your delivery is due.
If you’ve received an email titled ‘Your case is on its way’...
You can track your order and request changes to your delivery using the link we'll send in this email, or by visiting your order history page. Head to the 'Manage your parcel tab' once you’ve clicked on the tracking link - this will take you to our courier’s tracking website. From here you can:
Change the delivery the delivery date of your parcel
Choose to collect directly from the depot
Update your leave safe instructions
Update which neighbours your wines could be left with
Change the delivery address
Please note you can only change your delivery address if the new address is covered by the same depot. Changing the delivery address may delay your delivery by 1-3 days.
If you have not yet received an email titled ‘Your case is on its way’...
It is likely that your wine hasn’t left our warehouse yet.
We always aim to get your wine to you on the target delivery date shown at checkout, but at very busy times it can take a little longer. If there are any delays, we'll let you know by email asap, and you’ll get another email (and text message if you’ve signed up to receive them) when your wine is out for delivery.
Please note: if you've ordered more than 18 bottles we'll split your order into smaller boxes (eg. 24 bottles in two cases of 12) to keep the weight down. These may not arrive at the same time but we'll send you a separate delivery confirmation email for each case so you can track their journey.
How do I make changes to my account?
N.B. please make sure you’re logged in (see ‘How do I log in to my account?’) before trying to make changes to your account.
You can update all of your personal details through your My Account page, including:
Your name
Your email address
Your birthday
Your telephone number
Your password
You can also see a searchable record of your transactions and how much you’ve spent.
If you’d like more help accessing or changing your account details, head to our Accounts FAQ
How do I claim my monthly Angel free bottle?
We'll email you at the start of every month (usually in the first week) to let you know that your free Angel sample is in your basket. Your free sample will be available for 2 weeks.
If you can't see it, please make sure you're logged-in - and if you delete it from your basket by mistake, you can re-add it from your Naked Me page.
To claim it, all you need to do is add 12 other bottles to your basket and checkout as usual.
If the free sample in your basket doesn’t tickle your fancy, then you have the option to swap it for something else. Just click ‘Swap it’ in your basket.
How do I claim a voucher?
To claim your voucher, click here - and enter your code, password and email, then hit the 'claim now' button.
The case we offer on the confirmation page is always the best deal, but feel free to browse the site and pick another case (OR build your own). The recommended case will always be there, right on your homepage.
N.B. Most of our vouchers have a minimum spend and you'll find all the blurb on the voucher itself. If for example, you have a £60 voucher with a minimum spend of £99.99, you need to add at least £99.99 worth of wine to your basket before your voucher will be deducted.
For full voucher T&Cs and our fair usage policy please click here.
Ordering
How do I place an order?
Have a browse of our cases, or build your own case from our selection of wines. You can order in cases of 6, or any number of bottles from 12+, and delivery is FREE if you spend £100 or more. N.B. Voucher spend won’t qualify towards the free delivery amount.When you’re happy with your selection, head to the checkout and confirm your:
Address and delivery instructions
Delivery date (during busy periods, your case may arrive a day either side of your selected date)
If you have a voucher or gift card, you can add this now in the top right hand corner of the checkout (voucher T&Cs)You can even add a gift message to your order here, if you're buying wines for that special someone. When you’re ready, click ‘Buy Now’ to confirm your order. You’ll receive a confirmation email shortly after. Please call us on 01603281800 between Mon-Fri 9am-5:30pm, Sat 9am-1pm if something doesn’t look right.
What cards do you accept?
We accept Visa, Mastercard, American Express and Maestro. Please make sure your billing address matches the address your bank holds or we won't be able to verify your card.
How do I know what wines to pick?
You have a few options…
Check out our pre-mixed case recommendations on our cases page
Use the 'search' box and type in your favourite grape variety, country or style of wine
Use the filters on our wines page
OR rate your wines on your My Wines page and we'll recommend others you'll love
Why don't I recognise the labels?
All of the wines we stock are exclusive to Naked Wines - so you won't see a bottle of Blossom Hill or Hardy's popping up anywhere.
Our wines are exclusive because our Angels have funded them.
They're invested in the wines before they've been made - meaning we secure all the spoils.
If you're wondering if the wines are any good, the proof is in the pudding. Give them a try and if you don't love them, just let us know and we'll add a credit for the price paid to your account.
Why are some of your wines bottled in Germany?
We bottle some of our entry-level wines at a bottling facility in Germany.
How does it work? The winemaker loads their wine into a 'flexitank' (basically a giant, wine-filled balloon!) which sits in a shipping container.
Does it affect the quality of the wine? Not at all. In fact due to advancements in tanker technology and quality, the wine is less prone to temperature variations during shipping - so the wine can actually arrive in better condition than bottled wine.
Does it have any environmental benefits? By more than doubling the amount of wine that can be shipped, bulk shipping seriously reduces the environmental emissions associated with transport. For example, each flexitank from Australia bottled in Europe reduces CO2 emissions by 20 tonnes, otherwise associated with the weight of the glass bottles the wine is in.
Do our winemakers approve? Absolutely. Bottling is a winemaker's biggest headache and they're perfectly happy to hand the job over to our ruthlessly efficient German friends. They have all visited the bottling line and are kept fully up to date on the wine's progress at every stage. Sure, it doesn't sound romantic, but some of our highest-rated wines are bottled in this way so there's clearly no impact on quality.
What if I don't like the wines?
We guarantee you’ll enjoy the wines you buy from us - so if you tell us that a wine was faulty, or just not to your taste, we’ll pop a credit back on your account for you to put towards another order. To arrange a refund, the best way is to pop us an email to help@nakedwines.com. Our phone lines are open (Mon-Fri 9am-5:30pm, Sat 9am-1pm).
How do I know I'm paying the right price?
“You Decide” prices
The prices are decided by our customers (like YOU!).
Our customers let us know how great the prices are by buying the wines and rating them. We’ve collected millions of ratings, and we use that data to set our wine prices.
Only pay for the wines you love
Every wine you order from us should knock your little cotton socks off. If that’s not the case, let us know and we'll credit your account - you don’t even need to return the wine.
This is the first way we make sure that you’re always getting a fair price. If you personally don't enjoy the wine, you get a credit for the price paid back on your account to put towards a future order.
If a wine you already bought changes price, you get an account credit
We’ve always got your back. If you bought a non-sale wine earlier in the year and the price changes, we’ll put a credit on your account for the difference between the old price and the new price (even if you loved the wine!)
You shouldn’t have to worry about paying the best price or being ripped off - we know if we treat you right, you’ll stick around. So we always take care of you.
Discover your next favourite wines here.
What is the Green Grape Logo?
The Green Grape logo has been introduced to help you identify which wines have been produced in a way that’s particularly considerate of people and planet.
In practice this means our winemakers have taken action across a range of areas to reduce the impact of right from grape to glass. We categorised a host of activities across seven categories: vineyard, winery, packaging, transport, people, carbon footprinting and certifications.
Why have Naked introduced the Green Grape Logo?
Here’s three reasons why:
We want to help you to shop more sustainably, if you want to. We know sustainability is complicated so we’ve done the leg work and tried to make it easier for you to pick a wine that’s greener.
We’re on a journey to improve sustainability within the wine industry. A big part of this education - the development of the Green Grape Logo has supported Naked in building our knowledge of sustainable winemaking which can be used to support others - Angels, winemakers and our peers.
We wanted to celebrate the endeavours of winemakers who are putting in the extra effort into making their tasty wines have a smaller footprint.
Where can I learn more?
If you’ve still got some unanswered questions, please join our Green Wings Group and post in there.
The Green Wings Group is made up of a friendly bunch of Angels, Naked staff and winemakers who are all passionate about wine and sustainability.
Delivery
What are your delivery charges?
Our standard delivery service is 1-2 days (Monday to Saturday) to most UK addresses, when you order before 5pm.
The delivery charge is £6.99 for standard delivery or free if you spend over £100.
Next and named day delivery are available for £7.99.
Occasionally we might bring the 5pm cut-off for standard or next day delivery forward.
Some sale cases may be exempt from free delivery (which we'll make clear on the website).
Similarly if you're using a voucher or a gift card to buy your wine, or claiming a free bottle, you have to spend £100 of your own money to qualify for free delivery.
What are your other delivery options?
We offer a Click and Collect service to over 7,000 Yodel stores throughout the UK. You can select this option at checkout.
Click and Collect delivery is the same price as our standard service (£6.99 for standard delivery or free if you spend over £100. Or £7.99 for next day or named day).
You'll receive an email as soon as your wines have arrived at your chosen Yodel store - and you'll have up to 10 days to collect your wine from that point.
If you don’t collect your case it will be returned to us at 21:30 on the 10th day - and we'll refund you your money once the wine is back at our warehouse. If you’re using Click and Collect and are unable to collect your case within the 10 day period you can request an extension here.
If you are ordering more than 15 bottles to a Yodel store, your order will be split into more than one box e.g. 18 bottles will be split into a box of 12 and a box of 6. If you order more than 75 bottles, you will be unable to select a Yodel store at checkout.
Do you deliver to my area?
We deliver to most UK addresses – but we’re unable to make deliveries to JE & GY postcodes, The Republic of Ireland, and we cannot deliver to Parcel Motel, DPD Parcel Wizard or AddressPal/AirBusiness locations. We're also unable to deliver to PO Boxes.
Our next day and named day delivery service does not apply to certain postcodes, and standard delivery timescales are typically longer. Please see below for a list of exceptions – and please note that we don't offer Saturday deliveries to any of the postcodes listed below.
Orders to the following postcodes take 2-3 working days to arrive: AB10 to AB56, AB99, BT1 to BT49, BT51 to BT58, BT60 to BT71, BT74 to BT82, BT92 to BT94, DD6 to DD11, EH35 to EH46, FK14, FK18 to FK21, IM1 to IM9, IM99, IV1 to IV20, IV24, IV25, IV28 to IV39, IV63, KA27, KA28, KW1 to KW3 to KW14, KY9, KY10, KY14 to KY16, PA21 to PA33, PA35 to PA38, PA41, PH5 to PH9, PH10 to PH26, PH30 to PH39, PH49, PH50, PO30 to PO41, TD1 to TD8, TD10 to TD14
Orders to the following postcodes take 3-4 working days to arrive: DB99, IV21 to IV23, IV26, IV27, IV40, PA20, PA34
Orders to the following postcodes usually take 5-6 working days to arrive or a little longer in very remote areas: HS1 to HS9, IV41 to IV49, IV51 to IV56, KW15 to KW17, PA42 to PA49, PA60 to PA78, PA80, PH40 to PH44, TR21 to TR25, ZE1 to ZE3
We're unable to offer Saturday delivery to the following postcodes: AB10 to AB16, AB21 to AB25, AB30 to AB39, AB41 to AB45, AB51 to AB56, AB99, FK20, HS1 to HS 9, IV1 to IV9, IV10 to IV28, IV30 to IV32, IV36, IV40 to IV49, IV51 to IV56, IV63, KW1 to KW3, KW5 to KW9, KW10 to KW17, PA20 to PA38, PA41 to PA49, PA60 to PA78, PA80, PH20 to PH26, PH30 to PH44, PH49 to PH50, ZE1 to ZE3
What if I'm not in when you deliver?
Our delivery company will leave your wine with a neighbour or in a safe place if you're not in (just not by the bins in case it’s bin day!). You can specify your preferences at checkout. If for any reason your wine gets nicked or damaged, we will replace it free of charge.
Alternatively, we offer a Click and Collect service (see the ‘Delivery’ section above).
If there's been a delay or problem, hopefully our proactive delivery team have already been in touch, if not you can check the tracking link on your order confirmation email. Failing that, please get in touch and one of our team can help you locate your order.
How do I track my order?
We'll send you an email when your order has left our warehouse, plus another on your delivery date, letting you know your case is on its way. We'll also provide you with a 2-hour delivery time slot.
If for any reason your order has been held up at our warehouse, we'll send you an email letting you know and provide a new estimated delivery date. We aim to let you know by 3pm on the day your delivery is due.
You can track your order and request changes to your delivery using the link in your delivery email.
N.B. If you've ordered more than 18 bottles we'll split your order into smaller boxes (eg. 24 bottles in two cases of 12) to keep the weight down. These may not arrive at the same time but we'll send you a separate delivery confirmation email for each case so you can track their journey.
How do I make changes to my order when it's out for delivery?
You can request changes to your delivery using the link in your order confirmation or delivery emails.
Just click on the link in your email and head to the 'Manage your parcel’ tab.
From here you can:
Change the delivery date of your parcel
Choose to collect your delivery directly from the depot
Update your leave safe instructions
Choose neighbours to leave your wines with
Change your delivery address
Please note you can only change your delivery address if the new address is covered by the same depot. Changing delivery address may delay your delivery by 1-3 days.
How to check the status of your delivery through our App
Before we go any further... Don't forget that tracking will only appear for your wine once your case is out for delivery with our couriers and we'll send and email titled 'Your case is on its way' when this happens.
Open the Naked Wines mobile app
If you see the words 'Good to see you!' with boxes to enter your email address and password beneath them...
1. Enter your email address and password*
2. Click the green 'Log in' button
You should now be logged in
N.B. you may see a prompt asking if you’d like to use TouchID to log in - click ‘use’ if you’d like to use your thumbprint to complete your purchase at checkout
3. Click the ‘head and shoulders’ icon at the bottom of the screen...
4. Click the ‘My wines’ tab - you should now be able to see your latest order
5. Click on ‘View order’ to view delivery details for the order
How do I make changes to the contents of my order or cancel my order?
Please call us on 01603281800 (Mon-Fri 9am-5:30pm, Sat 9am-1pm) as soon as you can. We may be able to stop your order from leaving our warehouse, but there’s a chance it will have already left. Either way, we'll do what we can to find the best solution for you.
How do I return an order that's been delivered?
If you want to return your order once it’s been delivered, we can arrange a collection for you. Please give us a call on 01603281800 (Mon-Fri 9am-5:30pm, Sat 9am-1pm).
What to do if you think you've received the wrong wines
1. Please check the ‘Thank you for your order’ confirmation email we sent you after you placed your order. This email will always show the contents of your order as it was at the time you placed it.
Please note: it’s important to check your order confirmation email, not just your order history page on our website - this is because the weblink in your order history will always show the live case contents for any pre-mixed case you may have bought, which we may have updated since you placed your order.
If the contents of the case you’ve received doesn’t match up to the email…
2. Please double check that the order number at the top of the picking sheet in your box matches the order number in the ‘Thank you for your order’ email.
If these numbers match, but the bottles you’ve received don't, it may be that we’ve had to substitute some of the bottles.
(we only substitute for similar wines of the same or greater value, and if we have to substitute more than three bottles, we’ll put your order on hold and contact you for instructions before sending - so you should have heard from us already)
If you’re not happy with any substitutions we may have made, or think you may have received a mispick...
3. Please get in touch with our Customer Happiness Team and we’ll be happy to help.
Vouchers
How do I claim a voucher?
To claim your voucher, click here - and enter your code, password and email, then hit the 'claim now' button.
The case we offer on the confirmation page is always the best deal, but feel free to browse the site and pick another case (OR build your own). The recommended case will always be there, right on your homepage.
N.B. Most of our vouchers have a minimum spend and you'll find all the blurb on the voucher itself. If for example, you have a £60 voucher with a minimum spend of £99.99, you need to add at least £99.99 worth of wine to your basket before your voucher will be deducted.
For full voucher T&Cs and our fair usage policy please click here.
Can I use more than one voucher?
Most of our vouchers are for new customers only - if this is the case, it will be shown on the voucher. You cannot use more than one voucher per order.
Can Angels use vouchers?
As above, the majority of our vouchers are for new customers only, to encourage them to give us a test drive. As an Angel, you get up to 33% off every bottle you buy and access to exclusive Angel wines!
Do I have to purchase the case that's recommended for me with my voucher?
When you add a voucher to your account, the recommended ‘Test Drive Case’ is the best bang for your buck. We want to give new customers the best possible Naked experience, so have pre-selected a delicious range of wines from our award-winning winemakers that we think you’ll love.
Depending on your preference, you can choose a case of red, white, mixed or luxury wines. In return for the extra special discount we offer, we simply ask you to join our community of 250,000 wine lovers and become one of our Angel customers.
Angels save £25.00 a month into their Naked Wines piggy bank and in return get to enjoy world-class wines from the world’s best independent winemakers, with a saving of up to 33% on every bottle. There are no tie ins, no fees and no catch.
If this case is not for you, you’re welcome to browse the site and pick your own wines or choose another case from the available selection. Please be aware that wine selections are limited for non-Angel customers, and wines will be at ‘market price’ and therefore cost more than the recommended option.
Gift Cards
How do I buy a Naked Wines Gift Card?
Simply click here.
How do I use my gift card(s) online and over the phone?
Online:
New to Naked Wines?
Click here to redeem your gift card and select 'I'm new here':
You'll be asked to create an account with an email address and password. You'll then be asked to enter 2 codes for each gift card that you wish to use:
the 16-digit number found on the back of the gift card or included in your gift card email
the scratch-off 8 digit PIN found on the back of the gift card or included in your gift card email
The full value of your gift card will be added to your newly created account, ready for you to use.
You can also shop on our site, fill your basket, and add your gift card at checkout.
Shopped with Naked Wines before?
Click here to redeem your gift card and select 'I've been here before':
You'll be asked to login to your account with your email address and password. You'll then be asked to enter enter 2 codes for each gift card that you wish to use:
the 16-digit number found on the back of the gift card or included in your gift card email
the scratch-off 8 digit PIN found on the back of the gift card or included in your gift card email
The full value of your gift card value will be added to your account, ready for you to use.
You can also shop on our site, fill your basket, and add your gift card at checkout.
Alternatively, if you are already logged in to your account, click on the account options in the top right hand corner. Select 'Got a gift card?' then enter your 2 codes to add your gift card to your account balance.
What do I do if I have more than one gift card to spend?
For multiple gift cards, enter one set of codes at a time.
After entering the gift card codes, your order balance will be automatically updated with credit to the value of the gift card(s).
If there's any balance to pay, you can use a debit or credit card in the usual way.
If the total order value is less than the value of the gift card or e-gift card, any balance will remain on your account and can be applied to future purchases, provided that the card has not expired.
By Phone:
If you need a bit of advice on what to buy, our Customer Happiness Team is on hand to help and you can redeem your gift card over the phone on 01603281800
If you're new to Naked Wines, we'll ask you to create an account with us over the phone using your given email address. We will also require credit / debit card details (even if you're not spending any of your own money), so we can verify your age, check where to send the wine to - and take any necessary payment. We'll also ask you at time of purchase for the gift card number and the PIN. For gift cards, the PIN is on the back of the gift card and is visible after removing the silver scratch panel. Full terms and conditions are here.
If you've shopped with Naked Wines before, we'll ask you for details to find your account. We'll also require credit / debit card details if there aren't any attached to your account (even if you're not spending any of your own money), so we can verify your age, check where to send the wine to - and take any necessary payment. We'll also ask you at time of purchase for the gift card number and the PIN. For gift cards, the PIN is on the back of the gift card and is visible after removing the silver scratch panel. Full terms and conditions are here.
Do I have to join a wine club when I redeem my gift card?
You're not required to join any type of wine club when redeeming your gift card, they can be redeemed for one-off purchases (although we will invite you to become an Angel!)
Can I return the wine I bought with my gift card if I'm not happy with it?
As with all orders, if you're not happy with any of the wines for any reason, they are covered by our 100% hassle-free guarantee - just let us know and we'll add a credit for the price paid to your account. Simply drop our Customer Happiness Team an email at help@nakedwines.com.
How do I know if I've redeemed my gift card?
Simply go to your Naked Wines' account. Visit your account and go to 'Order History'. Select 'Transaction History'. If you've successfully redeemed your gift card, it will show here in your Transaction History. If you need any assistance, check out our live chat bot Gavi for fast answers to common queries. Or drop our Customer Happiness Team an email at help@nakedwines.com.
I didn't spend my full gift card balance on my first order - where's the rest of it?
In your Account, ready to be used against your next order. When you redeem a Naked Wines gift card, the full value of your gift card will be added to your account.
If the total order value is less than the value of the gift card or e-gift card, any balance will remain on your account and can be applied to future purchases. If you need any assistance, check out our live chat bot Gavi for fast answers to common queries. Or drop our Customer Happiness Team an email at help@nakedwines.com
Can I buy gift cards for a business?
Absolutely! We can offer business customers competitive discounts - we'd love to help you use wine to reward staff, acquire and retain customers, and achieve your business goals. You can buy gift cards in any denomination from £20 - £500, which can be delivered as e-gift cards or physical gift cards. Simply email gifting@nakedwines.comand one of the team will get back to you.
If you'd like to use our gift cards as a marketing or incentive tool, we can also help you with the supporting material.
I've bought a Naked Wines Gift Card - why does Voucher Express appear on my bank account?
Gift Cards are purchased on our microsite, which is powered by leading Gift Card provider, Voucher Express.
Why can't I purchase a Gift Card when I order my wine?
Our Gift Card site is powered by leading gift card provider, Voucher Express, so you’ll be whisked off to our secure microsite to order your Gift Card separately. You can then return to Naked Wines to buy your wine.
Can I use my Angel balance to purchase Gift Cards?
Gift Cards can only be purchased by credit/debit card as per our T&Cs.
Can I purchase/redeem Gift Cards via the app?
Unfortunately, we’re not currently able to offer Gift Card purchases or redemptions on our app
What are Angels?
What's a Naked Wines Angel?
Angels are a very special group of people who support talented winemakers by saving from £25.00 a month towards their next order.
In exchange, they save up to 33% EVERY time they buy. And they get access to a whole host of other benefits such as a FREE premium bottle every month if they order a case, access to exclusive wines - and invitations to exclusive tasting events.
How does it work?
You invest from £25.00 a month into your Naked Wines account towards your next order
Yours to spend on ANY of our wines WHENEVER you want
And every time you order, you'll save up to 33% on every penny you spend
Plus, you'll get a free premium bottle every month if you order a case, and access to exclusive wines
Oh, and there's NO obligation to buy again if you don't want to. You can cancel at any time in a jiffy if you change your mind.
PLUS, we never send you wine without being asked. This is not one of those dodgy wine "clubs" you can never get out of!
How does my money help?
We invest your cash (at no risk to you!) in discovering and funding new and exciting wines and winemakers.
Often, because we know our Angels are ready and waiting with cash to spend, we tell a winemaker we'll buy their entire production of a wine, which drives the price down - a saving we pass on to you.
We also use it to help fund better grapes, barrels, or bottling.
Whatever it is, you can be sure it's helping you drink better wines, for less money!
Is my money safe?
Yes, in case you were wondering; the funds are protected by our ultimate parent company guarantee so that if anything goes wrong with Naked Wines your money remains secure.
How do I claim my free monthly Angel sample?
We'll email you at the start of every month (usually in the first week) to let you know that your free monthly Angel sample is in your basket. Your free sample will be available for 2 weeks.
If you can't see it, please make sure you're logged-in - and if you delete it from your basket by mistake, you can re-add it from your Naked Me page.
To claim it, all you need to do is add 12 other bottles to your basket and checkout as usual.
N.B. If you really don't like the look of any of the swap options, drop us an email to help@nakedwines.com and we'll try our best to replace it with something you do like, of a similar value.
My account and my wines
How can I access my account and update details (cards, addresses etc)?
Click here to add or remove a card
Click here to add or remove an address
You can also see a full break-down of transactions and how much you've spent here.
How can I update or set a new password?
If you've forgotten your password, please click here.
If you're logged-in and you simply want to update it, visit your My Account page.
Where do I add a profile picture?
You can add a profile picture on your My Account page. This means that all the other Angels will be able to see your beautiful face when you post on the site!
What's my Naked Me page?
Your Naked Me page is all about you!
It displays your last order so you can rate your wines - and it displays your wall, so you can find out what others have been saying and reviewing.
There's a filter at the top of your wall, so you can filter by your own posts, by your winemakers' posts - and various other useful things!
How can I look into previous orders?
To view previous orders, you can either visit your Account History page - or your can visit your My Wines page.
On your My Wines page, there's a filter at the top which you can use to look at specific orders.
Where can I see all my wines?
All of your wines are listed on your My Wines page.
There are various useful filters at the top of the page so you can delve into them.
This page also includes personal recommendations, based on your ratings and reviews!
Can I take a break from being an Angel?
Yes, you can take a payment holiday, where you can pause your Angel payments for 3 months whilst keeping all of your Angel perks.
Click here to take a payment holiday.
Can I change the amount I save in my Angel's account each month?
Yes, you can change your monthly contribution to any multiple of £10. You can change the day we take your payment too.
Click here to change the amount or date of your Angel contribution.
Am I committing to anything and how do I cancel?
You can cancel your Angel account at any time in a moment's notice.
If you do cancel, any unspent balance will remain in your account to spend on wine whenever you need it.
(See 'Is my money safe?' section above for details of where your money is kept.)
Logging into your account through a web browser using your computer
If you cannot see your first name or profile image in the top right of the screen...
Click 'log in' in the top right of the screen
Enter your email address and password*
Click the green 'Log in' button
You should now be logged inIf you can see your first name followed by a ? with the words 'Please log in' beneath them in the top right of the screen...
Click 'Please log in' in the top right of the screen
Click the green 'Log in now' button that appears below it
Enter your email address and password*
Click the green 'Log in' button
You should now be logged inIf you can see your first name and profile image with your account balance in £ beneath it in the top right of the screen...You're already logged in - please click on your name to access a drop-down menu where you can access and manage your account*Click 'Forgot your password?' at the log in screen to receive a reset password email - this may take a few minutes to arrive
Logging into your account through a web browser using your Smart phone or Tablet
If you cannot see your first name or profile image in the top right of the screen...
Click 'log in' or the round 'head and shoulders' icon (between the magnifying glass and basket icons) in the top right of the screen
Enter your email address and password*
Click the green 'Log in' button
You should now be logged in
If you can see your first name followed by a ? with the words 'Please log in' beneath them in the top right of the screen...
Click 'Please log in' in the top right of the screen
Click the green 'Log in now' button that appears below it
Enter your email address and password*
Click the green 'Log in' button
You should now be logged in
If you can see your profile image in the top right of the screen...
You're already logged in - please click on your profile image to access a drop-down menu where you can access and manage your account
*Click 'Forgot your password?' at the log in screen to receive a reset password email - this may take a few minutes to arrive
Logging into your account through our App using your Smart phone or Tablet (iOS)
Open the Naked Wines mobile app
If you see the words 'Good to see you!' with boxes to enter your email address and password beneath them...
Enter your email address and password*
Click the green 'Log in' button
You should now be logged in
N.B. you may see a prompt asking if you'd like to use TouchID to log in - click 'use' if you'd like to use your thumbprint to complete your purchase at checkout
If you can see your first name beneath the 'head and shoulders' icon at the bottom of the screen...
You're already logged in - please click on your profile image to access a drop-down menu where you can access and manage your account
*Click 'Forgot your password?' at the log in screen to receive a reset password email - this may take a few minutes to arrive
Why can't I add a new payment card to my account?
If you see an error message when trying to add a payment card to your account, it may be because:
The card is already added to another Naked Wines account
You are trying to remove the default payment card from your Angel account before adding another card
In either case, please follow these steps:
If you share a bank account with someone else, please check that they have not already added the card to another Naked Wines account
If your card is not already on another account, please enter the card details again
If this doesn’t work and you have an alternative card, please try adding the alternative card
If you have checked and tried the above and still cannot add your card, please call us on
01603281800 and our Customer Happiness Team will do their best to help you.
100% Hassle-free Guarantee
Can I get my money back if I don't enjoy the wines?
If you don't like a wine, or it's corked or damaged, just let us know and we'll add a credit for the price paid to your account for you to put towards another order.
N.B. If you have several bottles of the same wine that you want refunding, please don't open them as we'll come and collect them.
How do I organise a credit?
To arrange a credit back to your account, the best way is to pop us an email to help@nakedwines.com and we'll get it sorted for you.
Rating your wines
How do I rate my wines?
We love your enthusiasm. Head to My wines (or click the buttons above) and go through your latest order to rate each wine and start building your favourites list. As soon as you start, we’ll be sure to start recommending wines we think you’re going to love.
Some things are for your eyes only so we’ve added an option to write a note just for yourself. Or if you prefer, you can share your thoughts with the winemaker and fellow wine lovers by going public.
Ps. Another quick and easy place to rate your wines is in our app.
I was too busy at the time, can I go back and rate it now?
It’s never too late. You can rate your wines at any time.
I’ve changed my mind. Can I change my rating?
Of course. Just head back into My wines and update your verdict.
What happens if I didn’t like a wine?
We never let you pay for a wine you didn’t love. Give it a thumbs down and drop us an email. We’ll get the bottle refunded to your account and be sure not to recommend anything similar.
Do I have to rate?
We aren’t the boss of you. Rating makes your wine tailored and your life easier, but hey – if you don’t fancy it we still have plenty of recommendations up our sleeve.
Will I be able to see what others think of the wine before buying?
That’s what being part of Naked is all about - hearing from people just like you. Next to each wine you’ll see the % of people who liked the wine.
These ratings are from customers who add the bottle to their case, rather than those who buy the wine as part of a premixed case. Our pre-mixed cases are (typically) the go-to place for new customers who've never tried our wines before - and our ratings are designed to guide customers who need help building their own case.
Each vintage starts with a clean state, but you’ll be able to see how the previous vintages were enjoyed by hovering over the rating. And if you happen to see ‘Too early to tell’ on a wine, it means that under 25 Angels have rated so we’re holding off revealing the magic number until we have a fair reflection of the wine.
Will my old ratings be moved over to the new ratings?
Yes, we’ve added all your ratings to the new ratings system, so you won’t lose track of any wines you loved (or that weren’t for you).
Why am I still seeing the old hearts on my ratings?
The new ratings flow (thumbs up, heart, thumbs down) went live in late October. You might still be seeing bits of the old ratings system (‘% would buy again’ and the 5 heart ratings) until our final release is live, expected late November.
Chatting and interacting online
How can I interact on the Naked Wines website?
Naked Wines is more than just a wine shop. We’re an online community where you can chat to other wine lovers all over the UK - as well winemakers from all over the world. You can do this via our online chat groups, on the winemaker profile pages - and on the wine product pages. Don’t be shy, the groups are a great place to start, and there are loads of friendly staff, customers and winemakers ready to chat all things wine.
How can I chat to the winemakers?
Each winemaker has their own profile page with a wall. All you need to do is log-in and get posting! When they have a moment, they’ll hop online and reply. You can see a list of all the winemakers we support here
How can I follow a winemaker?
You can follow your favourite winemakers by clicking on the green ‘follow’ button on their profile pages. Be the first to hear about new wines - and get the inside scoop on what’s happening at the vineyard.
How can I follow other customers?
To follow other customers and find out what they’re drinking, simply click on their name and a little pop-up will appear with a follow button. Once you follow someone, their wine reviews and wall posts will appear on your Naked Me page, a great way to discover new wines and winemakers.
Where can I see the groups I belong to?
Simple. Click here to see a full list of all the groups you belong to (and if you hover over your name at the top of the website, you'll see a drop-down menu with the permanent link).
Do you have any community guidelines?
Naked Wines connects everyday wine drinkers with the world’s best independent winemakers. To make sure all of our staff, customers and winemakers have a positive experience interacting on our website, we have Community Guidelines to outline what we do and do not allow on our website.
1. Keep it respectful, inclusive and friendly: The purpose of our groups and walls is to connect you to one another and to our winemakers - and to have a little fun along the way. We may remove content that violates our guidelines, including comments or media that contains:
Hateful activities or language directed at individuals or groups (this includes any negative stereotypes, prejudices or attacks)
Irrelevant or non-purposeful material
Spam (this includes linking to websites that are unsafe, deceptive, untrustworthy, unoriginal or facilitate spam)
Explicit content (this includes content that risks harm to people or animals, including sexual, physical or financial exploitation)
Misinformation (this includes content that may harm individual or public safety or trust)
Harassment or privacy violations
2. Respect one another’s privacy: Please don’t post any personal information, photos or videos that you’re not authorised to share. We endeavour to remove any private information that is shared as quickly as possible.
3. Be proactive: If you do spot a post or comment that breaks our community guidelines, please report it. You can do this by clicking on the little arrow in the top-right hand corner of a post and clicking on the ‘report’ button.If you’d like to discuss anything in more detail, then please get in touch over the phone or via email, and we’ll do our best to helphelp@nakedwines.com 01603281800
You’ll still be able to see someone's account, posts and comments after you report them. To see less of their content, you can unfollow them. To block messages from other users on your Naked Wines wall, you could make your profile private. Negative and distasteful comments are luckily few and far between - but rest assured we are here to help and step-in if the need arises.
Can I post in the groups but have a private profile?
No problem, you’ll need to set your profile to private on your account page. If your profile is set to private, other users can see your name and profile picture (if you choose to have one), and read your posts on the community pages. BUT, they’ll not be able to post on your public wall or follow you.
Recommend a friend
How can I recommend a friend to Naked Wines?
Visit our Invite a Friend page where we'll have a cheeky little deal for you to pass on to your friends.
I have been invited to join Naked Wines by a friend. What will you do with my data?
Angels have the opportunity to invite their friends to join Naked Wines. If you have been invited, we'll send you an email with an offer, and 1 email reminder. If you don't claim the offer, we'll remove your information from our database after 30 days.
Marketplace
What's Naked Marketplace and who is it for?
We use Naked Marketplace to give a helping hand to winemakers or causes who need a helping hand.
It’s good news for these winemakers, and it’s good news for you too:
You get a great deal on a parcel of delicious wines
The winemakers get a big order to help them get back on their feet
If you like the look of the deal, click the 'BID NOW' button to place a bid for a case. If the case reaches the minimum number of bids, then the deal is on.
We'll take payment when the pitch ends, and deliver your wine when it arrives in the UK (see estimated delivery date on the Marketplace page).
How do I know if the wine's any good?
We've tried the wines and stand by their quality. And if you don't like them, just let us know and we'll add a credit to your account to put towards a future order.
Why do I have to wait for my wine?
To get the best possible price, we ship the wine directly from the winemaker as soon as the deal goes ahead. So you have to wait until the minimum number of cases are sold and the deal is done. Once you've got your wine, you'll forget about the wait!
How do the email notifications work?
To make sure you’re first to hear about Marketplace deals you’ll need to join the email notification list by visiting www.nakedwines.co.uk/marketplace and entering your email address.
If you’re already a Naked Wines customer, we’ll just add this to your list of preferences and (unless you tell us otherwise!) we’ll keep you on the list as long as you’re still an active customer. Check out our privacy policy for all the rules around data retention.
If you’re a new customer, we’ll add you to the Marketplace list for 2 years. If you don’t place an order in that time, we’ll delete your data from all our systems. This is to make sure it’s kept 100% safe.
If at any time you want to unsubscribe from the Marketplace email notification list, just click the unsubscribe link and enter your email address at www.nakedwines.co.uk/marketplace or email help@nakedwines.com
How will I know my bid's successful or not?
We will email you at the end of each deal to tell you whether you've secured your wine or not.
When do you take my money?
The money will be deducted from your Angel account or registered card when the pitch ends - we'll only take it if the pitch is successful and the deal goes ahead!
Is delivery included in the price?
Yes! The price you bid includes delivery to your door.
Where do you deliver to?
We deliver to most UK households - and we'll deliver to the default delivery address on your account unless you tell us otherwise.
Can I pick a delivery day / time?
No but we will email you about a week before delivery to let you know when it's arriving.
What if I'm not home when you deliver?
No worries, we will use the default delivery instructions on your account i.e. 'leave with neighbours at no. 22'
What if you leave it outside my house and it gets nicked or damaged?
We will give you an account credit (but we won't be able to replace the wine because the winemaker will generally only deliver the amount of wine ordered).
Are there Angel discounts on these cases?
Nope. Most of these wines are already made and much cheaper than what you’d typically pay for them in a restaurant or traditional wine shop.
Are these deals better than Angel deals? Should I stop being an Angel?
It's like comparing apples with pears i.e. they're two very different deals! As an Angel, you can invest in independent winemakers who need a helping hand, in return for up to 33% off and next day delivery (when you spend £100 or more). With Naked Marketplace, you can pre-order wine that's already been made, at a very good price - by negotiating directly with the winemaker, so there's no reason why you can't do both!
As a business, is Naked Wines still supporting small, independent winemakers?
Definitely. We will continue to support and fund independent winemakers, in return for exclusive wines at preferential prices - for YOU.
Benchmarking
Why does every wine / case have two prices?
Non-Angels pay the MarketPrice and our Angel members pay the Angel price.
The Market Price reflects the price of the wine if it were to be sold via a different retailer (i.e. its high-street value) - and we set this price by benchmarking our wines against up to three comparable wines on the market.
The Angel price, which is up to 33% less, reflects the power of Angel funding!
Our Angels invest £20.00 a month into their Naked piggy-bank towards future orders, in return for discounts every time they order.
Why the discount? By investing in their wines upfront, we're able to back talented, independent winemakers - cutting out a raft of 'dead' costs. A saving they pass on to Angels.
Why do you benchmark?
We benchmark every single wine to make sure our Angels always get the best value.
This process allows us to gather some very important info. Firstly, and most importantly, we check that our prices are fair, and, secondly, we get to see how our wines sit against our fellow wine retailers.
How does benchmarking work?
We regularly benchmark our wines against up to three comparable wines on the market. The Market Price is based on the price of those wines.
We scour the market for comparable wines in terms of grape, vintage, provenance and price. Then we taste our wines blind against these comparable bottles.
It’s serious business. We taste every single wine blind so we don’t know which wine is which. We then rank the wines and set the Market Price based on where our wine sits alongside its peers.
If one of our wines doesn’t stack up, then we will review whether the Market Price needs adjusting. At which point we start the process again for this respective wine until we get it right.
We benchmark every single new wine in a blind tasting, plus all of our existing wines every other vintage. If we haven’t yet benchmarked a wine in a blind tasting, we will use our market knowledge (over 40 years between us) to set an industry standard Market Price based on those comparable wines.
Why is the Market Price and the Angel Price the same for some wines?
On a handful of our wines, you might notice that the Market Price and Angel Price are the same. These wines are a great deal, whether you’re an Angel or not!
There are a few reasons why this might be the case:
We don't have an exclusive arrangement with the winemaker, and this wine is available elsewhere at the Market Price.
There weren’t any ‘dead costs’ to cut - so the model hasn’t been able to work its magic like it does with the majority of our wines.
The quality of this particular vintage doesn't justify a higher Market Price (in which case, we will be working closely with the winemaker on the next vintage).
What if I don't agree with the Market Price?
If you buy one of our wines and disagree with the wines it’s been benchmarked against, the Market Price, or it's just not your cup of tea, we'll give you your money back.
Never Miss Out
What is Never Miss Out?
Never Miss Out is a way for you to reserve future cases of your favorite wines. Every year when the new vintage lands, we’ll send you a guaranteed case. If a wine is eligible for Never Miss Out, you can select how many bottles you want (from 6/12/15/18) and we’ll make sure you get first dibs.
Which wines are eligible for Never Miss Out?
If a wine is eligible for Never Miss Out, you’ll be able to sign up for a subscription via the wine’s page. We pick wines that customers love and that fly off the shelves when they land every year (although we can’t include all of our fast-sellers, as some winemakers only produce small quantities).
How does it work?
You select how many bottles you want to receive and we’ll do the rest. When the new vintage arrives each year, we’ll set aside a selection just for you and email you to check the details and ask if you want to add anything to your order. We’ll then send your wines as soon as they’re ready and take payment when we send your order over to our warehouse, up to a week before it's shipped. We’ll keep you updated on the day of delivery to let you know when your wines will arrive. So listen out for the doorbell, then crack open a bottle and enjoy a glass of your favourite tipple.
Am I tied in?
Not at all. You can cancel your subscriptions at any time via your My Subscriptions page. We’ll email you a week or two before a case is due to let you know it’s on the way - and you can skip delivery if the timing isn’t right.
How much does it cost?
You pay the Angel price for Never Miss Out wines. We give an estimated price for future cases based on previous vintages. If the price goes up or down after you’ve signed-up, you’ll pay the new price but we’ll email you to let you know beforehand, so you can cancel your subscription if it’s not right for you.
N.B. If we cannot take payment for a Never Miss Out order from your default card for whatever reason (for example, the card has expired), to save you the bother of having to call us with updated information, we will automatically retry your payment using other cards that you’ve registered on your Angel account. If a payment is successful with another card, this card will become the default card on your Angel account, so please make sure you've got the correct card on your account.
What if I don't like the wines?
All our wines are covered by our 100% hassle-free guarantee. If you don’t like a wine, just let us know and we’ll pop a credit on your account. You can do this on your My Wines page - or you can give us a bell or drop us an email.
Will there be a delivery charge?
Standard delivery charges apply to Never Miss Out cases. Free delivery for orders over £100. Anything less than £100 includes a £6.99 fee.
Wine Genie
What is Wine Genie?
Our Wine Genie service is the perfect solution for busy folk who’d like someone to do their wine shopping for them.
It’s a curated service designed to make sure you have a wine rack full of wines you’re going to love, when you want them - hassle free.
When will my case be delivered?
Typically, we aim to deliver your Wine Genie case around the 4th week of the month.You can check when your next case is due on your My Subscriptions page.
When do I pay?
We’ll charge you for each case when we send your order over to our warehouse, up to a week before it's shipped, and you’ll always get an email to remind you beforehand.
Do I get Angel prices?
Yes, you'll get your Angel discount on all your Wine Genie cases.
How do I change my Wine Genie settings?
If ever you want to change the number of bottles, price range or frequency of your Wine Genie cases, just head to your My Subscriptions page online or on our app.
What'll be in my case?
You'll get a mix of wines that match your tastes. So, if you're a red lover - we'll make sure there's a lot of red, but if you’re also a fan of bubbles you’ll get a bit of fizz to help you celebrate the good times. If you want a bit more control just head over to your My Subscriptions and you can tweak from here.
Will my Angel free sample be included in my Wine Genie case?
Yes! We automatically include your free sample in Wine Genie orders of 12 bottles or more.
Does it come out of my Angel balance?
You can pay for your Wine Genie cases using your Angel balance. If your order costs any more than your balance, then any remaining money will be taken from your default debit or credit card when the case ships.
N.B. If we cannot take payment for a Wine Genie order from your default card for whatever reason (for example, the card has expired), to save you the bother of having to call us with updated information, we will automatically retry your payment using any other cards that you’ve registered on your Angel account. If a payment is successful with another card, this card will become the default card on your Angel account, so please make sure you’ve got the correct card on your account.
What if I don't like the wines?
All our Wine Genie cases are covered by our money back guarantee. If there’s any wine you don’t love, just tell us online or via our app, and we’ll pop a credit on your account..
What if I already have a full wine rack?
There are no tie-ins with Wine Genie: you can pause, skip or cancel deliveries at any time. Just head to your My Subscriptions page online or on our app and update your settings.
Am I tied in?
Not at all -you can skip your case or cancel Wine Genie at any time by heading to your My Subscriptions page.
How do I sign up?
Just visit the Wine Genie Page.
Carmen’s Kids FAQs
What are you raising money for?
Winemaker Carmen Stevens and a team of volunteers used to run a soup kitchen for impoverished children in the town of Belhar, just 15 minutes from the thriving wine community of Stellenbosch. Unfortunately, Carmen and her team ran out of funds in 2015, so the soup kitchen was forced to close.
Since 2016, Naked Wines members have raised an incredible £2,665,537 to keep the feeding scheme going. Since then, over 38 million meals have been served to hungry school children in these communities. With your support, Carmen can continue with this incredible initiative.
Why is there poverty near a wine-growing region?
Vineyards support countless people across the Stellenbosch area. Carmen ensures her employees are well looked after by paying double the minimum wage for farm workers. While poverty continues to exist in these regions, we can have the most impact by supporting wider projects such as Carmen's feeding scheme, to help those who need it.
How will the money be used?
100% of donations are used to provide the ingredients required by teams of hard-working volunteers to feed the children in these communities. Just £25 is enough to feed a child two meals a day for a whole year.
How do I donate?
Please visit this page to donate. The donation will be taken from your Angel balance on the week commencing Monday 20th May and you'll receive email confirmation when the payment is processed. If your donation exceeds your Angel balance, we'll deduct the remaining amount from your default card. Please note, vouchers and account credits cannot be used to make a donation.
If we don't have your card details, or they have expired, we will need to get in touch to process the payment. Please note that we can't accept donations via cheque, cash or bank transfer.
Can I donate at the same time as buying wine?
You can make your donation with a click of a button on this page. You don’t need to go through the checkout, so you can do it independently from any wine order. If you'd also like to buy wine, you can do so on the site as normal.
Can I Gift Aid it?
In 2021 we established the Naked Wines Charitable Trust - which means you can add Gift Aid to your donation if you’re eligible. For more information on Gift Aid, visit our Gift Aid FAQs .
How does Gift Aid work?
Gift Aid is a simple way to increase the value of your donation – at no extra cost to you. If you pay tax in the UK, we can reclaim the basic rate of tax you have paid on your gift, which increases the value of your donations by 25%. So, if you donate £10, it is worth £12.50 to the cause. For more information on Gift Aid and to find out whether you qualify, visit our Gift Aid FAQs .
How do I sign up to Gift Aid?
The process is nice and simple. Once you’ve confirmed your donation amount, simply tick the Gift Aid box on the confirmation page after you’ve donated. For more information on Gift Aid, check out our Gift Aid FAQs .
What does ticking the Gift Aid box commit me to?
Nothing! It just ensures that if you choose to donate, we can claim an extra 25% back from the government.
I've changed my mind about my donation, how can I update or cancel?
No problem. Call us on 01603 281869, send us an email to help@nakedwines.com or live chat with us.
Can non-members donate?
Yes! Please visit our JustGiving page or call us on 01603 281869 to make a donation if you don't already have an account with us.
Gift Aid explained
What is Gift Aid?
Gift Aid is a simple way to increase the value of your donation – at no extra cost to you. If you pay tax in the UK, we can reclaim the basic rate of tax you have paid on your gift, which increases the value of your donations by 25%. So, if you donate £10, it is worth £12.50 to the cause.
Do I qualify for Gift Aid?
In order for us to reclaim the tax you have paid on your donations, you must be a UK taxpayer and have paid income or capital gains tax at least equal to the sum of all your donations in the current tax year. Other taxes such as VAT and Council Tax do not qualify.
Can Gift Aid be claimed by higher rate tax payers?
Do you pay tax above the basic rate? If so, you can claim the difference between the rate you pay and the basic rate on your donations. The same applies if you live in Scotland. You can claim the difference through your Self Assessment tax return or ask HMRC to amend your tax code.
How do I sign up to Gift Aid?
Simply tick the Gift Aid declaration box on the confirmation page after you’ve donated. If you need a hand, pop an email tohelp@nakedwines.comand we can set up a declaration for you.
What does ticking the Gift Aid box commit me to?
Nothing! It just ensures that if you choose to donate, we can claim an extra 25% back from the government.
What is a Gift Aid declaration?
A Gift Aid declaration is a statement by an individual taxpayer that they want a charity to receive the tax paid on their donation back from the government and are eligible to.
How long does the declaration last for?
Your Gift Aid declaration covers the donation when you tick the box, and also applies for future donations - unless your tax status changes or you wish to cancel your declaration.
What do I do if my tax status changes or I want to cancel my declaration?
To let us know if you stop paying tax or wish to cancel your declaration, please contact us at help@nakedwines.com.
Can I claim Gift Aid on donations made in previous years?
We’re only able to claim Gift Aid on Donations made after 25th March 2021.
Why do I need to confirm my address to claim Gift Aid?
Your home address is used to track whether you’re a taxpayer, and determines if we can claim Gift Aid on your donation. After donating, we’ll display your default billing address for your Naked Wines account, and ask you to confirm if this is also your home address.
What if my home address is different to my billing address?
If your billing address is not the same as your home address, unfortunately we won’t be able to claim Gift Aid on your donation, because we can currently only hold one billing address per account. But we’re working on a way to fix this so we can claim Gift Aid in this instance in the future.
Marketing preferences
Why am I seeing an advert for Naked Wines on Facebook?
When we advertise on Facebook we ask them to show the advert to people that match a set of guidelines. i.e people over 18, people in the United Kingdom, people with an interest in dining and food.
If you’re seeing our advert you have matched with at least 3 of our advert guidelines.
How can I hide all digital adverts that you run?
If you do not want to continue seeing adverts for us, they are very easy to remove...
You’ll see 3 dots in the top right hand corner of the advert, if you click on this it will bring down a short menu.
Click on 'Why am I seeing this ad?', you should see a small window giving you 3 reasons why you’re seeing this ad.
Click on 'Hide all ads from this advertiser' this will tell Facebook to not show you our ads any more.
If you select 'Hide this ad' - this does not guarantee all ads will be hidden in the future.
You can also adjust your Facebook settings to remove adverts from all alcohol retailers. You can do that here: https://www.facebook.com/adpreferences/ad_topics
(You’ll need to scroll down to ‘hide ad topics’ - and select how long you’d like alcohol adverts to be removed for)
You’ll see a small arrow to the top right hand corner of the advert, if you click on this it will bring up a menu.
If you click ‘I don’t like this ad’ the advert will be hidden, but this does not guarantee all future ads from Naked Wines will be hidden.
If you want to hide all adverts, click on ‘Why am I seeing this ad?’
Then follow ‘personalise ads settings’. From here you can enable and disable types of ads based on criteria set by Twitter.
Keeping you safe online
Why have I been asked to verify my card when placing an order?
To help make online shopping safer and more secure, the government has introduced a new piece of legislation called PSD2 (the Payment Services Directive 2), to help prevent fraud and better protect you.
This means, from time to time, you may be asked to verify it's really you when placing an order with us. Look out for a pop-up from your bank, which might appear when you're placing your order at checkout.
What is the Payment Service Directive (PSD2)?
The Payment Services Directive is a set of EU laws and regulations designed to help protect online payments from fraud. The new update aims to make shopping online even safer and more secure. As a result of this legislation, some of the ways in which we handle your online payments will change and you may occasionally have to verify your cards.
How will my bank ask me to verify my identity?
It varies from bank to bank, so it depends which card you're using. But typically, they'll ask you for a one-time code sent as an SMS to your mobile phone - or they'll ask you to hop into your online banking app to verify your details. Receiving a quick phone call is another means of verification.
What happens if I don't receive the code?
Request the code again, or get in touch with your bank, who'll be on hand to help.
What happens when I've passed the check?
Your order will go through as normal, and we'll get your wine on the way to you! NB: From time to time, you may still be asked to verify this card again.
What if I don't pass the check?
If you make a mistake, you can try again - or you can try a different payment card. If you continue to experience problems, it's best to get in touch with your bank directly who'll be on hand to help. Or you can call us on 01603281800 and we'll try our best to help.
Will I see this elsewhere when shopping online?
Yes. All online shops have to adopt this new verification process as of 14th March 2022. So you'll see it popping up all over the place when ordering online.
Will I see this pop-up and the Naked App as well as the website?
Yes. As per the main website, you may be asked to verify your card on the Naked app too. Simply follow the same process as above.
Why might I only see the pop-up sometimes, and not every time I shop?
The bank decides whether to display a security pop-up or not. They might ask you to verify your details every time you shop with us - or simply every so often.
Why do I need to verify my card when it's been stored on my Naked account for ages?
As mentioned above, all online retailers are required by law to add this verification step into their checkout process… so even if you've been shopping with Naked for years, you may be asked to verify your card. The good thing is, it only takes a sec and will help to better protect you from fraud!
How to cancel your Angel account
Why stay Naked?
Angel prices (up to 33% off market price)
A free sample each month when you order a case
A hassle-free guarantee - we'll credit you back for anything you don't enjoy
A hassle-free guarantee - we'll credit you back for anything you don't enjoy. You can spend the money on any of our wines, whenever you want - there's no requirement to order every month.
It doesn’t have to be goodbye...
Reduce your monthly contribution to as little as £10 per month
Reduce your monthly contribution to as little as £10 per month. Visit your account page to build your balance more slowly, but still have all the benefits.
Take a break
We can offer payment holidays of up to 3 months at a time. Visit your account page to take a break.
Get in touch
If we've let you down, we want to know about it. We’ll do our best to make it right. Head to our contact us page.
If cancelling is best for you right now
If cancelling your Angel account is best for you right now then visit your account page to cancel.
N.B. You will need to be logged in before you can make changes to your account
Alcohol Support
Need a helping hand?
If you, or a loved one, would like some support on cutting back on alcohol, we've pulled together a few useful links. Naked isn't affiliated with these organisations in any way, but they're well-respected groups who are on hand to help.
We're also on the end of the phone if you'd like to pause your Angel account or hand in your wings and say goodbye, whatever's best for you.
How can I contact you?
We pride ourselves on having a positive work environment here at Naked, and this extends to our interactions with you, our customers. We’ll always treat you with the utmost respect, and do our level best to fix anything that’s gone wrong. To help us do this, we ask that you treat our team with that same patience and respect.
What are your opening hours?
Our UK-based Customer Happiness Team are on hand to chat on 01603281800 (Mon-Fri 9am-5:30pm, Sat 9am-1pm)*.
What's your email address and how quickly will you respond?
Our email address is help@nakedwines.com and we'll aim to reply to all emails within 24 hours Monday to Saturday.
Terms and conditions
What are your terms and conditions?
Please click here to see our full terms and conditions.
Sustainability
What is the Green Grape Logo?
The Green Grape logo has been introduced to help you identify which wines have been produced in a way that’s particularly considerate of people and planet.
In practice this means our winemakers have taken action across a range of areas to reduce the impact of right from grape to glass. We categorised a host of activities across seven categories: vineyard, winery, packaging, transport, people, carbon footprinting and certifications.
Why have Naked introduced the Green Grape Logo?
Here’s three reasons why:
We want to help you to shop more sustainably, if you want to. We know sustainability is complicated so we’ve done the leg work and tried to make it easier for you to pick a wine that’s greener.
We’re on a journey to improve sustainability within the wine industry. A big part of this education - the development of the Green Grape Logo has supported Naked in building our knowledge of sustainable winemaking which can be used to support others - Angels, winemakers and our peers.
We wanted to celebrate the endeavours of winemakers who are putting in the extra effort into making their tasty wines have a smaller footprint.
Where can I learn more?
If you’ve still got some unanswered questions, please join our Green Wings Group and post in there.
The Green Wings Group is made up of a friendly bunch of Angels, Naked staff and winemakers who are all passionate about wine and sustainability.
