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Frequently Asked Questions

If you need more help ordering from us, don't hesitate to contact us or call us on 08443 35 28 35.

Making A Purchase

It couldn’t be easier. Just browse our online catalogue, click on any items you want to buy and put them into your basket.

When you’re done, go to your Shopping Bag at the top right-hand corner of the screen and click on Checkout then add the details we need to place your order.

Do you have a minimum order requirement?

We do not have a minimum order for U.K. delivery. You can buy any amount from a single bottle or a small box of chocolates upwards.

At present, we do not readily deliver to the Channel Islands, countries within the E.U. or internationally. However, should you have such a requirement with a minimum spend of £500 excluding vat, please contact us and we will see if we can help you and give you a quote to meet your needs.

By Law, orders must be placed by over 18 year olds.

If you are buying a case or bottle of champagne as a gift, the recipient must also be over 18 years old.

What does 'Available to pre-order' mean?

Some of our products are available to pre-order only and takes up to 7 working days for delivery.

In the case of wine products, some are kept in bond by ChapsWorld or our suppliers or, may be on back order. Other products or gifts may be on back order or may be made to order. The lead times will be clearly indicated in the specific product pages. If your order contains one of these products, it will be despatched when everything is available, unless you request otherwise. This way, you will not have to pay for multiple delivery charges.

Such products are clearly marked so you know what to expect.

The product(s) I want is out of stock. Can you get some for me?

If you order a product that is out of stock, we will tell you as soon as possible with a view to offer you a provisional delivery date, or offer an alternative.

If you require more of any product than we have available in stock (e.g. bottles of a particular champagne or boxes of chocolates), please contact us. Depending on what it is, we can often order additional quantities of products for delivery within 7 working days.

Are the photographs displayed on your website of the actual bottles I will receive?

No, all photographs on our website are for illustrative purposes only and do not necessarily represent the actual bottles or the condition of the particular bottle you will receive. Levels and the condition of labels vary, particularly with older wines. Even with younger wines, labels are sometimes redesigned by the producers or their distributors and we will often use the same photograph to represent different vintages or minor variations, until updates can be applied.

If you would like more information on the condition of a particular product or need clarification of the vintage or have any other query, please contact us in advance.

My order has not arrived. Where is it?

Our carriers and we work very hard to despatch all orders on time. In the vast majority of cases (over 99%), our deliveries reach their destinations on the estimated delivery date. However, delays may occur occasionally, particularly when the courier network is exceptionally busy.

If you feel that your delivery is taking longer than it should and the tracking information supplied to you does not help, please do not hesitate to contact us.

How can I track my order?

When your order is scheduled for despatch, you will receive an email and/or text message from our carriers – Royal Mail and/or Parcel Force – containing tracking information where applicable or available.

If you want to know about your delivery, you can also find out where it is simply by entering the tracking number at the Royal Mail/Parcel Force website.

Can I collect my order from you?

Yes. Simply select this option when you check out. This may take up to 2 working days after which you collect your goods from our base near Newcastle International Airport – NE20. We will notify you by email as soon as your order is ready to collect. Our usual collection times are Monday to Friday, 9am to 5pm. Please bring a photographic I.D. and the payment card you used to pay for your order.

Will my order arrive in its original packaging?

It depends. Most champagne ordered in cases of 6 or multiples of 6 may arrive in their original packaging where their packaging is strong and safe enough for the courier systems. Also, we like to leave it as it is where the original packaging is particularly secure and will help minimise packaging waste.

Where original boxes are not suitable for the courier systems – in the case of most wines – we will re-pack your order into our premium boxes to offer the maximum possible protection from breakages.

We use the inflatable air packs which are not only the best in protective packaging but they are 100% recyclable as well. Inflatable packaging have an advanced design that moulds itself around the bottles to provide maximum protection and uses multi chamber technology to ensure that in the event that one of these chambers becomes punctured during transit your wine is still protected, significantly reducing damages and returns and avoiding inconvenience to you.

We will always make sure you get your wine in one piece.

What should I do with the inflatable packaging?

Our inflatable packaging is designed to hold its air for a few months if not longer and, therefore, may be reused.

Alternatively, it can be flattened by puncturing each chamber and then recycled.



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