Policies, Terms & Conditions

Customer Care

At Saveur de Provence, we are dedicated to bringing the authentic essence and exceptional quality of Provençal viticulture to your business. As your B2B wholesale partner, we understand that our success is entirely dependent on yours. This Customer Care Policy outlines our commitment to providing seamless, reliable, and premium service to all our retail, hospitality, and distribution partners.

Our Service Commitment

We pledge to deliver not just exceptional wine, but an exceptional partnership. We hold ourselves to the highest standards of professional care, ensuring that every interaction with our brand is efficient, transparent, and supportive of your business goals.

Communication & Responsiveness

Account Support: An Account Manager will handle curated selections, order planning, and personalized business needs.

Response Times: We aim to response to all email and phone enquiries within 24 business hours.

Order Acknowledgement: You will receive a formal order confirmation and estimated delivery timeline within 1 business day of submitting a purchase order.

Order Fulfillment & Logistics

Quality Assurance: All inventory is stored in climate-controlled environments and inspected prior to dispatch to ensure it arrives in pristine condition.

On-Time Delivery: We work with specialized freight partners to ensure safe, temperature-regulated, and timely delivery.

Compliance & Legal Responsibility

Saveur de Provence strictly adheres to all national and international regulations regarding the import and wholesale distribution of alcohol. We require all B2B clients to maintain and provide proof of valid alcohol licensing and business registration prior to order fulfilment.

Feedback & Continuous Improvement

Your feedback helps us refine our portfolio and services. We conduct bi-annual partner reviews to ensure we are meeting your expectations and to learn how we can better support your business growth.

Privacy & Safety

At Saveur de Provence, we are committed to protecting the privacy and security of our business partners. This policy outlines how we collect, store, and process your data in compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

As a business-to-business (B2B) wholesale supplier, we only collect information necessary to manage your account, fulfill your orders, and comply with UK alcohol licensing laws.

1. Information We Collect

To establish and maintain your wholesale account, we collect the following corporate and personal data:

Business Details: Company name, registered address, delivery address, trading licenses, and VAT number.
Contact Information: Names, email addresses, and phone numbers of your purchasing managers, accounting staff, and delivery contacts.
Order History: Records of the products you purchase, order volumes, and delivery preferences.

2. How We Use Your Data

We use your information strictly for lawful business purposes, including:

Processing and fulfilling your wholesale wine orders.
Managing your B2B account, invoicing, and credit control.
Verifying legal eligibility to purchase alcohol under UK law.
Sending essential operational updates (e.g., shipping notifications or stock updates).

3. Payment Safety & Third-Party Processing

Your financial security is our highest priority. Saveur de Provence does not store or process your credit card or banking details directly on our servers.

Secure Payment Gateway: All online transactions are securely processed through our third-party e-commerce platform provider, Wix.
Encryption & Compliance: Wix utilizes industry-leading PCI-DSS Level 1 compliance and secure SSL encryption to protect your financial transactions.
Data Isolation: Your payment details are captured directly by Wix's encrypted payment system, ensuring your sensitive financial data remains completely isolated from our internal business systems.

4. Data Sharing and Third Parties

We never sell or rent your data to third parties. We only share necessary data with trusted service providers to run our operations, including:

Logistics & Freight Partners: To deliver your pallets and cases to your specified UK business addresses.
Platform Providers: Such as Wix, to maintain our website and order processing infrastructure.
Legal Authorities: When required to verify alcohol wholesaling credentials under HM Revenue & Customs (HMRC) regulations or the Alcohol Wholesaler Registration Scheme (AWRS).

5. Data Retention & Security

We employ robust technical and organizational security measures to protect your data against unauthorized access, loss, or alteration. We retain your business data only for as long as you maintain an active trade account with us, or as required by UK tax and corporate law (typically 6 years for financial records).

6. Your Legal Rights

Under UK data protection laws, individuals within your business have the right to access the personal data we hold about them, request corrections, or ask for their data to be erased (where it does not conflict with our statutory legal obligations).

For any privacy-related inquiries, please contact our data compliance lead at jason@saveurdeprovence.co.uk.

Minimum Order Quantities (MOQ)

We offer flexible ordering tiers to accommodate both independent boutique retailers and high-volume hospitality venues.

First-Time/Trial Orders: Minimum 3 cases (18 bottles+)
- Applies to your very first order only, allowing you to test the portfolio across your shelves or wine lists. Bottles can be mixed across the portfolio on this, first, order only
Standard Replenishment Orders: Minimum 5 cases (30 bottles+)
- Complete cases can be mixed across the portfolio (e.g., 3 cases of Rosé, 1 case of White, 1 case of Red).
Discount Threshold: More than 10 complete cases (60 bottles+)
- Any orders exceeding 10 cases qualify for 5% discount.

Payment Terms and Methods

Initial Orders: Our first three (3) transactions with new accounts are strictly on a Pro-Forma basis (payment required in full via online store payment or bank transfer before stock is dispatched).
Credit Accounts: Following three successful orders, buyers may apply for a standard 30-day credit account, subject to a successful trade credit check.
Payment can be made online via the store payment system or by BACS transfer to our business account.

Pricing, Duty and Taxes

Duty Paid Pricing: All prices quoted on our trade price list are Duty Paid Delivered (DPD). UK Alcohol Duty is already fully settled and integrated into the case price.
VAT: All quoted trade prices are exclusive of VAT, which will be calculated and added to the final invoice at the standard UK rate (20%).
Split-Case Policy: To ensure efficient dispatch, we only ship in unbroken, original merchant cases of 6 bottles. We cannot split cases into individual bottle orders (aside from first order, see above).

Shipping Policy

All UK stock is cleared, duty-paid, and dispatched from our local warehouse.

Standard Delivery Time: 48 to 72 hours from order confirmation (Monday – Friday).
Order Cut-Off: Orders placed before 12:00 PM will be processed the same working day.
Delivery Fees: Free local delivery (within 15 miles of our trading address). UK deliveries outside the local limit:
- up to 3 cases £15.00 + VAT
- 4-6 cases £40.00 +VAT
- 7-9 cases £55.00 +VAT
- 10-19 cases £65.00 +VAT (pallet)
- 20+ cases £75.00 +VAT (pallet)

Please note that weekends and bank holidays are not classed as working days.

Damages and Discrepancies

Any breakages, shortages, or delivery discrepancies must be noted on the courier’s delivery note at the time of receipt.
Photographic evidence of damages must be emailed to jason@saveurdeprovence.co.uk within 24 hours of delivery to secure a credit note or replacement stock.

Age Verification

We will not sell or deliver alcohol to anyone who is, or appears to be, under the age of 18. By placing an order you confirm that you are at least 18 years old and we reserve the right not to deliver if we are unsure of this. The Company reserves the right not to accept any order.
The Company operates a Challenge 25 policy. Our couriers will require proof of age prior to alcoholic goods being handed over. If you or the person receiving your delivery are lucky enough to appear to be under 25, you will need to produce valid ID. Photographic proof of identity will be required.

Payment Methods

Premium Provence, Direct to the UK Trade