Frequently Asked Questions
Below are the answers to the most frequently asked online ordering queries. If you can't find the answer you need, please contact your Regional Account Manager or a member of the Customers Services team at firstname.lastname@example.org who will be happy to help.
If you haven’t traded with us before, you first need to open a House of Townend Trade account by completing our contact form or emailing our customer service team at email@example.com and one of our dedicated Regional Sales Managers will be in touch.
If you are already trading with us, please fill in your details on our “Open a Trade Account” page. From the details provided, our customer services team will make sure your account is set up and ready to order from. They will send you a confirmation email when complete. If you haven’t traded with us before, please fill in our contact form and a Regional Account Manager will be in touch.
Our Online Trading platform allows all of our customers to register as many users as they wish to their Trade account. This means that each user will be linked to the same Trade account and can place orders at any time – perfect for holiday cover! To register more than one email, each address will need to be individually set up; please see ‘How do I start to order online as a Wholesale Customer’
To remove any registered email addresses as a user from your Trade account, please email us at firstname.lastname@example.org to let us know which Trade account you wish the user to be removed from.
To change your password, visit our homepage and click the ‘LOGIN/REGISTER’ tab. At the bottom of this tab it will give you a link to follow ‘FORGOT YOUR PASSWORD?’ You will then be asked to enter your registered email address which will be sent an email from us to update a new password.
If you know your password and would just like to change it, you can do so by login into your Trade account and click the link above your wine list ‘CHANGE PASSWORD’.
For either of these changes, please contact our customer service team at email@example.com and we will be happy to assist.
If you have multiple venues, we can make it easy for you with a single username and password that has access to them all. When you login to your account, there will be a drop-down box for you to select which delivery address you would like us to supply to for that particular order.
When registering as a Trade account, your Regional Sales Manager will work closely with you to set up your own customised wine list which will be available to view on your online ordering platform. If you would like to add to this or change it completely, please contact your Regional Sales Manager directly. Once these changes have been finalised and confirmed, they will be updated online.
Previous orders can be found on your online Trade account by following the link above your wine list ‘Order History’. When an order is placed online, you will automatically receive a confirmation email to the username registered on the account.
All your official invoices will be sent directly to the email address registered with our accounts department when your order is dispatched for delivery.
You can access your previous orders on your Trade account by following the link above your wine list ‘Order History’. From here you can view your orders, find the one you wish to replicate and add it into your basket for quicker checkout. These quantities can then be amended, and other products can be added to the basket to complete your order.
If a product on your wine list is out of stock, it will have a prompt underneath the product. We have uploaded a substitute product for our Top 100 best-selling wines which you will be able to add to your basket if you require it. The alternative product will be the same price as the original item you are trying to purchase, unless the value is less in which case, we will honour the lower price. If the product that is out of stock is not within the Top 100 list, clicking on the link will send an automated email to our customer services team who will be in touch with either an alternative product or an estimated date of return.
You can find your Regional Account Manager’s contact details to the left-hand side on your online platform after logging in.