Frequently Asked Questions

    For a quick answer to your question please go through our most commonly asked questions below and their appropriate answers. If you think your question is not answered below then please email us at [email protected] or browse through our contact us page for other methods of contacting us.


    How do I make a Click & Collect Order?

    if you are logged on our main website i.e, then please first log out. Then go to our homepage at 

    You will be prompted for Age verification, if you are over 18 then please click on Yes

    Then you will get another dialog with two options: -

    1 Option 1: This method can take up to 5-7 workings days. Only use this method, if you are after an order delivered to your home address via Courier Service. 

    2 Option 2: Click & Collect: Use this method, if you like to collect your order from your nearest Big Barrel Store

    Select the Click & Collect Method

    Select the store you would like to collect your order from and Click on Go Button

    Simply log in with your Mates Club account or register as a new customer.

    Then add the items you would like to purchase to your shopping cart and proceed to the checkout page.

    Step 2.

    On the checkout page, you may need to load your ID, if it's not loaded while registration.

    (please ignore the estimated shipping fee on the cart page (if it's showing any shipping fee), as you will not be charged any shipping fee for collecting your order from the store).

    Click Checkout Button

    Step 3.

    Select Billing Address and continue through the next few steps to make a payment and you are done

    Step 4.

    After placing an order, you will receive an email from the store you placed your order with. Follow the instructions to collect your order as per email

    Any orders placed between the hours of 10am - 6pm Mon-Sunday should then be ready to collect from your nominated store within 2 hours of your order being processed depending on stock availability. You will receive either an email or phone call to let you know if there's any problem with stock availability.

    Orders placed outside of these hours (including public holidays) may take a bit longer to be processed please allow up to 24 hours.

    Further terms & conditions may apply. 


    Can I make some special delivery arrangements?
    Yes definitely, you can send us an e-mail at [email protected] and we will try assist you with that.

    Can I purchase products from you and get you to send it overseas?
    No, sorry. We don't provide an international shipping service.

    Can I shop safely on this site?
    Totally. All Visa, Mastercard credit and debit card transactions for orders placed on this site are processed online using Direct Payment Solution's (DPS) Payment Express Secure Online payments system. This means your credit card details are never transferred anywhere. For more info on Payment Express click here.
    Remember we never save your credit card details on our website. There will be no risk of credit card details lost with Big Barrel Online. So you can shop with confidence.

    Do I have to open an account to shop here?
    To shop online with us, yes you do have to create an account. Creating an account allows us to recognise you when you return, store your order information and simplify the buying process for you.

    How do I open an account?
    You'll automatically be asked to either Log In or Create a new account when you click the checkout button on your first time ordering with us. But, if you'd like to open an account before then simply click the 'Register' tab and fill out the simple form.
    You can view and update your account details at any time by clicking the 'My account' button on the right-hand corner of the page.

    What does Logging In mean? 
    If you have already opened an account with us, it's best to sign in each time you visit our site. This process is called Logging In and it will make your shopping experience faster and you can access your orders history and details.

    How do I Log In? 
    Simply Verify your age that you are over 18 and enter your username and pasword and click login or click register if you don't have an account with us.

    Do I have to log in to use the site?
    You can browse the site without logging on, but you do need to log in to Place an Order, Add to your Favourites. View Past orders and amend any of your account details.

    What do I do if I forget my password?
    Don't panic. Just fill in the email address you used to register in the 'Forgotten your password' section of the login page and your password will be emailed to you.

    How do I search for a particular Products or browse a range of Products?
    If you know the name of the product you're searching for then just type it into keyword search box at the top left of the page.
    If you'd like to browse a certain type of product the easiest way to do this by using the Category search fields. You can search by category and sub-category and the results can be refined each time you select a category option so you can drill right down to find the products you're after. You don't need to select all the categories, just select one, hit the Search button to see your results and you can use the remaining categories to refine your results further.

    How do I find tasting notes for each product?
    Easy. Just click on "More Info" button displayed on the product box and it will take you to full tasting notes of the product and see a larger photograph and a tasting note.

    Is there a minimum order?
    No. There is no minimum order. You may order one bottle if you wish - but orders of less than one mixed case still attract the case freight fee applicable.

    Do I get case pricing on a mixed case?
    No. The case price is for a whole case of the same product.

    Can I send someone a Gift?
    It's easy. Just put the items you want to gift in your shopping cart and then fill out the shipping address where you want the gift to be sent along with billing address where you want the invoice to be sent. Then all you have to do is just send us an email with your order number on [email protected] and your gift wrapping requirements and let us know if you need a card and message.

    Are gifts sent with an invoice?
    No. An invoice will NOT be sent with your gift. If you want a copy of the invoice posted to you please send us an email with your order no. at [email protected] and we will either post or email.

    Are there any Freight charges?
    Yes. Freight charges are shown when you go to the checkout. Please check our freight and delivery page for more details.

    Can I pay by cheque?
    No. Sorry but we don't accept cheques for web orders.

    Can I view my past orders?
    You sure can. Make sure you're logged in and Click the My Account tab and then click on the Orders tab to get full info of your previous orders. If you are viewing a past order and the price has changed the current price for that product will be displayed, and you will be charged at the current price. If the product is no longer available it will be deleted. If you would like a copy of a previous invoice please email us.

    How do I change my Personal Details or Delivery Address?
    Just click on the My Account button at the bottom of the Shopping Cart and edit your details.

    How long do the advertised specials last?
    We run national promotions by advertising in your local newspapers. Our national promotions last for 6 days starting from Wednesday to Monday. All advertised specials are listed under this link All these specials will be available at the same price across all our stores during the promotion period. Any specials other than listed here are limited to online specials only. Stores are under no obligation to match any additional specials to advertised list on the above link.

    I'm having trouble placing my order, the shipping cart keeps emptying when I try to put in my address?

    We are having some technical difficulties at the moment - which we are working hard on fixing - please try using a different billing address, or reentering the same address as a 'new address'. This should help get you past the 'Billing Address' page. If you have any further difficulties, please contact us on 0800227735 or 066517563.

    What do I do if I get faulty or damaged Stock? 
    As per our agreement with our freight company, we require you to Contact us immediately via email at [email protected] or via phone 0800 BARREL(227735) with 24hours and we will arrange a replacement stock for you asap. For further details click on 'Purchase Guarantees' link .

    Do I get all the in-store deals at the website and vice versa?
    Although most our deals will be transparent in stores as well as on website there will be few products from time to time that may get only promoted in stores or on the web depending on customers and product availability. We cannot guarantee that all the in-store deals or online deals will be similar.

    When will my Order be delivered?
    All orders placed during working days will be delivered within 2-10 days. Orders placed after hours, on the weekend, or orders for rural areas may take up to 3-12 working Days. Saturday deliveries can be arranged by contacting us via email or phone.

    What if I forgot my password?
    It's simple and easy to recover your password. When you are on the first page of the website simply click 'forgot password' and the website will send you an email for you to choose and reset a new password.

    What if I want to change my newsletter subscription email address?
    You can simply log in and click my account and edit your email address to the new one that you wish to receive our weekly mailers on and that same email address will become your username for logging in.